Contact Center AI – What’s out there?


Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. How AI can be Used in the Contact Center. Out of these benefits, two concrete benefits of AI in the contact center stand out.

Is Your Contact Center Ready for the New Year? Set Your 2018 Business Priorities with CCW Digital’s Winter Report


For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy.

Finally… A Contact Center for the Digital Era


And, you end up having exactly the experience you were expecting. No not another bad experience. Rather an exceptionally pleasant and good experience, that surprisingly takes less time than you originally anticipated. This is a contact center for the digital era.

VoiceFoundry and SMG Leverage Amazon Connect for New Self-Serve Contact Center Feedback and Measurement Application

CSM Magazine

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction. VoiceFoundry is passionate about customer experience.

FCR Solutions Spotlight - AnswerDash highlighted as Contact Center Tech to Watch

Answer Dash

It’s been an interesting quarter in the contact center technology space., a machine learning tool to help agents with macro selection was acquired by GE and then spun out AnswerIQ to continue their work with contact centers.

Top 9 Moments From Our Intelligent Contact Center Event In Chicago


Our Kickoff “Designing Your Intelligent Contact Center” event in Chicago was a huge success and a lot of fun! Check out our top nine moments and make sure your contact center is working for you. #9. Right Customer + the Right Agent = Best Customer Experience.

3 Keys to Building Customer Engagement – Connect, Automate, Iterate

NICE inContact

According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue.

How can the Forrester Wave directly impact your RFP/RFI quality?

NICE inContact

In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. Best of all, the report’s due diligence can directly supplement your company’s own RFP/RFI efforts, by providing some solid results for many of the Contact Center as a Service (CCaaS) players. Advantages of the Cloud Call Center Best Practices Contact Center Management Customer Experience NICE inContact CXone

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5 Trends Set to Define Next Generation Customer Experience in 2019


If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

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Value-Driven Knowledge Management: Introducing a New Model


This corresponds with a subtle shift in the customer service industry as a whole—a gradual yet significant transition from viewing the contact center as a cost center to a strategic enabler.

Talkdesk Picks Up Speed with Intelligent Contact Center Vision


New Customer Wins, European Expansion and Key Hires Support Smarter Contact Centers. October 25, 2017 – Talkdesk , the leading intelligent contact center cloud platform, today announced unprecedented momentum across all facets of its business. Press Contact: Kelsey Cullen.

Top AI-Powered Self-Service Innovations to Watch at MWC Barcelona 2019


This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed.

Mobility and Identify as a Service Can Transform Customer Experience


As a recent Avaya blog highlighted , research indicates that 81% of US online adults use smartphones daily or more often, 57% are extremely heavy users of smartphones, and 40% of US online adults ages 55 to 64 are likely to get more mobile. CX and Contact Center

Innovations in Performance Management: Verint’s Workforce Optimization

Natalie Petouhof

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. This latest release features a new state-of-the-art user interface that supports advanced visualization, data exploration, and analysis of employee and company-wide performance, providing critical executive insights that support time-sensitive decision making and actions.

10 Key CX Predictions for Success in 2018


40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Connecting your digital experience is here and now. New year. New goals. New CX Predictions.

Proactively Use VoC Insights to Blow Your Customers’ Minds


They say that by 2020, customer experience (CX) will overtake price and product as the No. Every smart company today is looking beyond the expected product or service to radically improve the quality of the experiences they create. CX and Contact Center

Guest Post: Get to Know Your Customers Better with This All-In-One Tool

Natalie Petouhof

Through cloud call center software available from companies like Aspect, you’re able to get a more complete picture and understanding of your customers, from their search behavior and purchase patterns to their history of interactions with your company. Aspect’s cloud call center allows for businesses to get a more personalized look at each and every customer. Another great customer-focused aspect of cloud call center software is its omnichannel capabilities.

Nearly 50 Customers Share Successes and Strategies at the Calabrio Customer Connect Conference


Calabrio President and CEO Tom Goodmanson, along with the always entertaining Shep Hyken, Chief Amazement Officer at Shepard Presentations, will be delivering keynotes, discussing the latest trends in customer experience intelligence and how to maximize your investment in customer service technology.

What’s Next? Artificial Intelligence (AI) for Customer Experience


We have the smart phone user to thank for that. Like Pokémon Go that takes advantage of the most common communications tool today—the smart phone—we have to do the same; user experience is key.

Get Ready to Transform Customer Experiences at ICUC 2016

NICE inContact

This year’s inContact User Conference (ICUC) is almost one month away and we want to prepare you for the extensive learning opportunities, networking and fun that are about to take place! While you are surrounded by colleagues, product experts and industry peers, you will expand your knowledge of inContact solutions, develop your technical training skills and learn contact center best practices. Contact Center Manager. User Experience Lab.

Top Eight Reasons to Catalyze Your Customer-Conscious Corporate Strategy


Consider the top eight reasons that you should join Calabrio’s growing user community focused on customer-conscious corporate strategies: The complete picture. Calabrio ONE was built from the ground up to ensure a consistent, unified user experience.

Advancing the Conversational Experience Across All Channels

Upstream Works

There’s no doubt that the name of the game today when we speak of omnichannel customer experience is convenience. If you make it easy for them, they’re going to remember you for the customer experience you provide.

4 Ways to Improve Customer Experience in 2018 – guest post from CCW NOLA


In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. Design your website with user-experience in mind.

The Three Most Important Questions to Ask About the Future of Customer Service


One of our most popular blog posts focuses on which contact center predictions from the past few years have come true in the world of outsourced customer service. One of the potential game changers for the future of the call center is prescriptive analytics.

Conversations with Clients: Gladys Labradores, Conduent Philippines


Gladys is a seasoned BPO leader with proven expertise in service operations and contact center strategies. Conduent, when it was formed, had over 30 years of experience and expertise in the space where we operate. Conduent has innovation centers in India and New Jersey, U.S.

How to Launch the Best Voice of the Customer (VoC) Program


And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. Will VoC feedback help you live up to your customer experience mission and brand promise?

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Coveo Announces its AI-Powered Relevance and Recommendations Technology for ServiceNow

CSM Magazine

Coveo delivers greater insight and the most relevant content from any source, as well as recommendations for what information users need next, into ServiceNow. Relevance transformation means that you need to tailor a million experiences for a million people,” said Louis Tetu, Coveo CEO.

Why is my smart device making me feel dumb? The challenges of onboarding IoT devices


More and more enterprises recognize the ROI potential from significant savings on labor costs, reduced technician visits, lower call center volume, as well as the ability to scale SoT services. James wants to water his lawn.

It’s All About The $$$ – How Much Money Can Chatbots Actually Save You?


Other articles tout the new and creative ways that Chatbots are being used, such as Google’s bot that debates the meaning of life , or Domino’s Tinder Chatbot, “Dom Juan”, that feeds users cheesy one-liners to help them land a date (“I pepperonly have eyes for you!”). Source: Alex Knight.

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The Live Chat Revenue Opportunity: Get Customer Engagement Right to Grow Your Business


We conducted a survey of 1000 consumers , asking about their live chat experiences. This suggests that the availability of live chat is not just a contact method, but indicative of the approach a company takes. Customers demand an effortless experience on live chat.

Conversational Banking: Financial Services Firms Must Invest or Be Left Behind

West Monroe

To recap, conversational interfaces are an emerging high-level system design model where interactions occur in the user’s spoken or written natural language.

User-Defined Engagement is in Avaya’s DNA


User-defined engagement is our new mantra at Avaya. We also know that in this new consumer-driven digital world, the customer should be the one to define their own digital experiences. User-defined engagement is the new ideal for any software company to embrace.

What Industry Trend Is Keeping CX Heroes Up At Night?

Smarter CX

The American Academy of Sleep Medicine reports that 30 – 35% of adults experience brief symptoms of insomnia, keeping a restful night of sleep far away. “Well, my background is automotive, and connectivity is changing everything about the automotive customer experience.

Q&A From My Webinar: The Path To Journey Management

Kerry Bodine

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. Would you put journey managers under the head of user experience, or put the UX effort under the journey manager? When we’re talking about customer experience, it’s easy to focus solely on customers’ needs.

Q&A From My Webinar: The Path To Journey Management

Kerry Bodine

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. Would you put journey managers under the head of user experience, or put the UX effort under the journey manager? When we’re talking about customer experience, it’s easy to focus solely on customers’ needs.

Leveraging the Power of Collaboration for a Telecomms Customer Experience Implementation

Customer Bliss

In this episode, Charlotte and I talk about how she united the C-Suite and other departments within Sure International to implement a customer experience program, and how her background in customer service and experience helped her be the transformative leader she is today.

4 Trends in IVAs to Look for in 2019


While there are pros and cons to building or buying, working with a vendor has the distinct advantage of bringing expertise in applied AI, vast access to anonymized data for continuous tuning and quick start up, and knowledge of user experience design.