CSM Magazine

AUGUST 8, 2023

Discover the secret to agent wellbeing in your contact centre with hints and tips that work. It’s a welcome shift because for most contact centre managers, agent stress is the biggest labour issue on their minds and it’s diminishing the customer experience (CX). References – State of the Contact Center 2022.

Engagement 52

Engagement Contact Center 2022 Customer Centricity 52

BirdEye

DECEMBER 26, 2023

Read this blog post to learn more about VoIP services and pick the best VoIP service for your business. VoIP services convert speech into small digital signals and transmit them over the internet or similar networks. Analyze the productivity across departments and customer interactions with in-built analytical tools.

Call Recording 111

Call Recording Communication Connections Multi-Channel 111

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. Speech Analytics. AppConnect.

Contact Center 91

Contact Center Omnichannel Call Center Call Recording 91

Avaya

APRIL 10, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. IT and business leaders rate Artificial Intelligence (AI) as the No. 2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. AI Hype Isn’t All Hype. 39% growth in digital sales.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI built a Voice AI platform that supports teams to be faster, more accurate and more human in every interaction. .

Contact Center 88

Contact Center E Commerce E-support Call Center 88

Uniphore

SEPTEMBER 22, 2021

Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. How can you distinguish between a product that offers a few basic speech analytics capabilities and a robust AI-powered interaction analytics solution?

Interaction 40

Interaction Contact Center Telecommunications Healthcare 40

NICE inContact

NOVEMBER 20, 2017

Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon. The advantages of IVRs for call centers are well known. But AI is starting to play a role in shaping the customer experience, too.

Interaction 96

Interaction Multi-Channel Contact Center Call Center 96

Beyond Philosophy

MAY 12, 2022

It’s the convergence between behavioral science, AI, and data. The voice of customers is another set of data that people can use to feed the AI and receive great insights about how they improve working with that customer, Fleischaker explains. Fleischaker has a great example of a firm doing this well on the contact center side.

Customer Insights 78

Customer Insights Insights Contact Center Voice of Customer 78

ViiBE Blog

JULY 30, 2021

ViiBE Blog. What is a contact center? Call Center , Customer experience , Remote operations. Considered a relatively new solution, contact center is an omnichannel customer support platform. What is an inbound contact center? How to enhance the contact center experience.

Contact Center 52

Contact Center 2021 Transportation Call Center 52

SurveySparrow

JANUARY 9, 2024

Using AI tools for market research is a game changer. This blog will look into the top AI market research tools, their features, and pricing! This blog will look into the top AI market research tools, their features, and pricing! But, before that… What is an AI Market Research Tool?

Marketing 52

Marketing Document Multi-Channel Insights 52

Avaya

JUNE 26, 2019

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. What does this “new contact center” look like? There’s one thing all these investments have in common: artificial intelligence (AI).

Contact Center 63

Contact Center 2025 2019 2023 63

Call Experts

MAY 8, 2019

Customer success analytics tools are essential for growing businesses. As technology advances and improves, experienced business experts are discovering that AI is the best tool for transforming the Digital Customer Experience. More than 44% of organizations are making use of AI. More Blogs Menu. Rapid Adoption of AI.

Customer Experience 65

Customer Experience Call Center Contact Center 2018 65

transcosmos Information Systems

MARCH 19, 2017

Contact centres have seen the biggest growth in the recent years. According to Global Industry Analysts, the global contact centers market will reach $337.8 However, a huge change that the industry is about to face is the presence of Artificial Intelligence (AI). Use the data for predictive analytics.

Contact Center 85

Contact Center Social Media 2018 Customer Service 85

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Multi-Channel Financial Banking 52

Think Customers

JANUARY 18, 2022

Leading contact centers understand that each person and tool has its strengths and weaknesses, and create a better customer experience when combined appropriately. To better understand this, let’s dive into the human and robotic makeup of a modern contact center. What is a contact center associate?

Contact Center 52

Contact Center Average Handle Time Customer Satisfaction 2022 52

Avaya

JULY 15, 2019

According to Deloitte, only 9% of large contact centers effectively use desktop analytics and 61% struggle with integrating systems. According to Regalix, 67% of agents use 3-5 different applications during one customer interaction (something that can cost a typical contact center up to $1.57 In fact, the No.

Contact Center 62

Contact Center Presentation Connections Interaction 62

Avaya

MAY 6, 2019

AI is driving truly revolutionary capabilities in the contact center that play into the sweeping trend of digital transformation. Organizations understand this, with 94% agreeing that effective AI can transform the performance of their contact center. Q: Let’s start simple: Why AI in the contact center?

Contact Center 77

Contact Center Healthcare Technology Interaction 77

Kustomer

JUNE 27, 2022

Personal Customer Service Calls Call Center The 1-800 Number Interactive Voice Response (IVR) Technology Customer Relationship Manager (CRM) Chatbots. The most pronounced issues with these earlier versions of either the AI-free or limited AI technology were two-fold: impersonal service and a siloed customer experience.

2022 98

2022 Customer Service E Commerce E-support 98

transcosmos Information Systems

MARCH 19, 2017

Contact centres have seen the biggest growth in the recent years. According to Global Industry Analysts, the global contact centers market will reach $337.8 However, a huge change that the industry is about to face is the presence of Artificial Intelligence (AI). Use the data for predictive analytics.

Contact Center 48

Contact Center Social Media 2018 Customer Service 48

Avaya

APRIL 19, 2019

AI presents a huge opportunity, possibly bigger than digital transformation itself. Yet with AI—which technically has been around for a long time though it is clearly having its moment in the sun now—the possibilities are tremendous and seemingly endless to drive social, business, and economic change. Consider the IVR.

Contact Center 70

Contact Center 2025 Webinar Customer Journey 70

SaleMove

AUGUST 6, 2019

First Contact Resolution, or FCR, is a metric used to measure the percentage of customer complaints or inquiries that are resolved by customer service in a single interaction, whether by call, chat, or email. Business Benefits of First Contact Resolution. First Contact Resolution Done Right.

Call Center 40

Call Center Customer Satisfaction Metrics Measurement 40

Pointillist

SEPTEMBER 28, 2021

The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

NICE inContact

NOVEMBER 20, 2017

Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon. The advantages of IVRs for call centers are well known. But AI is starting to play a role in shaping the customer experience, too.

Interaction 48

Interaction Multi-Channel Contact Center Call Center 48

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. Employ Customer Journey Analytics Customer journey analytics What is Customer Journey Analytics?

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

Talkdesk

JUNE 21, 2019

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. One important way to reduce these important call center metrics is by reducing the amount of work it takes to wrap up previous customer interactions so that your agents are freed up to handle the next one.

Contact Center 50

Contact Center Average Handle Time Call Center Call Recording 50

Talkdesk

SEPTEMBER 11, 2017

This is a free opportunity to hear from industry thought leaders on how to create an intelligent, efficient and customer-aware contact center through cloud, mobile and AI technologies. You will walk away with actionable tactics to immediately improve your customer interactions and design your intelligent contact center.

Contact Center 47

Contact Center Events Social Media 2017 47

Pointillist

OCTOBER 22, 2018

Since CX professionals are just starting to wake up to the idea of applying AI to improve customer experience measurement, you’re probably not sure how or where to begin. AI can help you to: Better understand your customer experience data. Use AI-based Text Analytics to Analyze Customer Feedback.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. But how exactly will customer journey analytics work in a call center operation?

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center 2025 Virtual Agent 2024 104

ProProfs Chat

OCTOBER 25, 2021

In this blog, we will understand the growing importance of collecting customer feedback, discuss some must-have features, and explore over 40+ customer feedback software. Easy integration with third-party applications like Hubspot, Zapier, Google Analytics, and more. Here we go! What Is a Customer Feedback Tool.

Feedback 98

Feedback 2022 Net Promoter Score Social Media 98

SmartKarrot

MAY 11, 2023

“85% of employers say they directly benefit from AI in the workplace” – MIT Sloan Management Review The difference between conversation and conversational intelligence and how they can improve the customer experience.

E Commerce 10

E Commerce E-support Travel Sales 10