TechSee

FEBRUARY 19, 2024

Something as basic as automatic call summarization and topic extraction can reduce pre- and post-call operations by 30%, representing millions of dollars in savings. Early LLM-chatbots have been similarly restricted due to concerns about LLM hallucinations and off-topic guidance.

Virtual Agent 124

Virtual Agent Interaction Document ROI 124

InMoment XI

DECEMBER 13, 2022

Ideally you would be able to use operational data for this, but there are a few problems with this method. Then, brands can identify topics that attract large call volumes and work out which ones have the potential to be moved to cheaper channels (most likely online). Where Do We Start When Reducing Failure Demand?

ROI 493

ROI Call Center Return on Investment Measurement 493

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. You can listen to Paul in this inspiring podcast , where he discusses the value of Lean Operations in a contact center environment and how it can significantly improve operational efficiencies. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

COPC

APRIL 1, 2024

This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. Operational efficiency technologies extend to applications that provide real-time analytics, prompts, and AI-driven tools for insights and reporting.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

Totango

JANUARY 2, 2024

In a recent webinar, I explored how CS Operations professionals can be the ideal change agents to help drive this transformation and unlock new business growth. Drive business outcomes leveraging Totango The first topic we discussed was how each of our experts leveraged Totango to drive business outcomes within their respective organizations.

Customer Success 99

Customer Success Customer Journey Mapping 2024 Automotive 99

Customer Bliss

SEPTEMBER 28, 2017

There is a large topic that I feel we don’t address enough in CX circles, though, and I wanted to dedicate a quick blog to it. What’s the topic? At Shop.Org , which just concluded in Los Angeles, this was a huge topic. (It’s But back-end operations — orders, payments, fraud prevention, fulfillment, etc.

E Commerce 250

E Commerce Competitive Advantage Retail Consulting 250

InMoment XI

MARCH 23, 2022

As with most topics related to employment and the economy, the finger-pointing over who and/or what’s behind this phenomenon has been incessant… and loud. Culture, Infrastructure, and Operational Challenges.

Brands 493

Brands Document Employee Experience Events 493

ShepHyken

MARCH 25, 2024

According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. My Comment: We kick off this week’s Top Five roundup with an excellent article on the most popular topic of the day (probably the year), AI. It’s making them better.

2024 76

2024 Article Hotels Loyalty Programs 76

BirdEye

MARCH 27, 2024

The content curation process involves searching for relevant content, gathering sufficient information to organize within topics, and presenting it with your insights to the relevant audience. Curated content usually presents different viewpoints or information pieces on the same topic with a unique conclusion or insight.

Social Media 59

Social Media Presentation Demo Magazine 59

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Cost-Effective and Scalable Solutions: Machine learning means these tools can adapt and improve over time, keeping operational costs low. Smarter platforms learn not just about topics but also about better routing to high-quality customer service agents.

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Sometimes, it is so company-focused the touchpoints are categorized by org chart: marketing; operations; billing, etc.) Your relationship with customers is built one step at a time. And for good reason! <- Why?

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

2020 Research

OCTOBER 13, 2023

[link] In Episode 2 of Sago’s Eye on Innovation Series , Ash Wade, EVP of Revenue Operations at Sago, interviews Raj Manocha, Chief Client Officer at Sago, on the topic of improving the human experience in research.

Innovation 64

Innovation Technology Marketing Engagement 64

TechSee

DECEMBER 12, 2022

However, the simultaneous arrival of economic, operational, and technical challenges is straining many field service organizations. Download our Field Service Vision 2023 Report to Learn ore about these topics. Operational and Staffing Challenges. A Weak Economic Outlook for 2023. 3 Challenges Field Service Leaders Are Facing.

2023 124

2023 Innovation Presentation Customer Centricity 124

Playvox

FEBRUARY 16, 2024

Customer support centers need to minimize labor and operating costs and are often focused on cost reduction strategies. Optimized use of resources /operational efficiencies – If an agent isn’t meeting expectations, automation, and AI can help you compare them to their peers on a larger scale than analysts can do manually.

Contact Center 75

Contact Center Management Call Center Omnichannel 75

Kustomer

NOVEMBER 10, 2023

As AI becomes an integral part of business operations, and data gains paramount importance in ensuring growth and success, it’s essential to recognize that technology need not be intimidating or complicated. Our guest speaker, TJ Stein, who serves as the Head of CX at Everlane, shared more insights on this topic.

Webinar 93

Webinar Customer Centricity Innovation Customer Relationships 93

Optimove

FEBRUARY 1, 2024

2024 Lightning Talks cover crucial gaming topics presented by Optimove experts and are a “must-attend” for any marketer looking to quickly up their game in the gaming industry. Learn more about each topic and why you should attend below. You’ll see why.) The best part?

2024 69

2024 Sports Download Events 69

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Sometimes, it is so company-focused the touchpoints are categorized by org chart: marketing; operations; billing, etc.) Your relationship with customers is built one step at a time. And for good reason! <- Why?

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

TechSee

AUGUST 14, 2023

Follow on LinkedIn Dan Smitley, Workforce Management and Contact Center Guru As an experienced public speaker and thought leader, Dan is passionate about leveraging workforce management, contact center operations, strategic thinking, project planning, and data analytics to help companies, customers, and front-line employees succeed.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

C3Centricity

FEBRUARY 13, 2024

I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. Benefits of Continuous Improvement The benefits of continuous improvement extend beyond operational efficiency. Last week I spoke about the importance of actioning customer feedback.

Customer Insights 90

Customer Insights Feedback Insights Social Media 90

Magellan Solutions

FEBRUARY 26, 2024

Topics span integration tactics, measures of success, and preparing call centers for an AI-enabled future. Integrating artificial intelligence call center solutions empowers customer service professionals to streamline operations and enhance efficiency. We explore implementing AI in call centers, revealing critical use cases.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

Customer Bliss

FEBRUARY 18, 2020

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. For the previous video about this topic, click here to read the transcript and access the video. .” So I like to call these your guardrails for building out your operation. CX Click To Tweet.

Chief Customer Officer 248

Chief Customer Officer Customer Relationships Presentation Customer Journey 248

ShepHyken

SEPTEMBER 3, 2021

CX management software is an AI-driven, cloud-based platform that optimizes technical operations related to customer service. . Let’s take a look at how a CX management platform can improve CX agent productivity and reduce operating costs. . Automates repetitive CX operations . What is a CX management platform?

Customer Experience Management 141

Customer Experience Management Management Contact Center Customer Experience 141

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool. When Did Call Centers Become the Standard?

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

CSM Magazine

FEBRUARY 16, 2024

Seize the opportunity to network with a diverse array of over 3,000 industry leaders, including CEOs, Call Center Directors, Chief Contact Center Officers, Heads of User Experience, VPs of Customer Experience, Director Omnichannel Operations, and more.

Contact Center 52

Contact Center 2024 Seminar Insights 52

Customer Bliss

MARCH 22, 2021

Weave Humanity Into How Companies Operate and Earn Greater Growth. Even as we move forward, I encourage you to continue to hold onto that humanity and harness it as a central tenet of how you operate and shape experience for both your employees and your customers. Read more about this topic here. Click To Tweet.

Leadership 156

Leadership Insights Customers Customer Experience 156

Magellan Solutions

JANUARY 17, 2024

The future of outsourcing in 2024 has been a topic of much concern lately. This shows the growing demand for business process outsourcing (BPO) services and their potential to completely transform the way businesses operate. Hybrid Work Models and Remote Capabilities BPO companies adopted a new operational standard during the pandemic.

2024 52

2024 Competitive Advantage Omnichannel Telecommunications 52

BirdEye

MARCH 11, 2024

In business, hashtags are a tool for companies to connect their content with specific topics, trends, or conversations, making it easier for users to find and interact with their posts. Hashtags can be general, related to broader topics or industries (#fashion, #tech), or specific to a particular brand or campaign (#ShareACoke).

Social Media 72

Social Media Events Connections Engagement 72

customer sure

MARCH 12, 2024

But they aren’t a ‘silver bullet’ that will transform your VOC operations. We had a brilliant day talking to current and future clients, and we’re excited to share what we’ve learned (Sharing best practice is step 5 in the collaborative model we use when working alongside our clients to improve their VOC programme!) But it can help!

2024 62

2024 Customer Service Feedback Fashion 62

Customer Bliss

OCTOBER 16, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. So, you really need to outline what they will do differently, how you will need them to hold people accountable differently, what their personal commitment will be to challenging the operation of the organization.

Chief Customer Officer 185

Chief Customer Officer Customer Experience Leadership Customers 185

Feedbackly

OCTOBER 10, 2023

Personalization is a hot topic. Date: November 1st, 2023 Time: 2 PM EET (UTC +2) / 12 PM GMT (UTC +0) Tiempo de duración: 60 min >> Save your free seat here Everybody is saying that personalized customer experience (CX) is important and we need to do it, but only a few actually know if they are doing it right.

Webinar 98

Webinar Measurement Customer Experience 2023 98

Lumoa

APRIL 3, 2023

This is where Lumoa becomes an essential partner as it provides customers with a quick way to identify top topics driving customer experience up or down and create action plans. “I B2B Customer Experience Agency operates in an ecosystem of CX leaders from consulting to technology. I see CX as a Service.

B2B 83

B2B Customer Experience Customer Centricity Consulting 83

ShepHyken

FEBRUARY 28, 2023

You want your customers to know and understand how you operate. Protect Your Customer’s Information – Data protection has been a hot topic for several years. Be Transparent – Be open about your policies, process, delivery times, delays and more. Don’t hide behind fine print. The more they know, the more trust they will have in you.

Chief Customer Officer 123

Chief Customer Officer 2022 Customer Service Training Connections 123

CSM Magazine

FEBRUARY 7, 2024

Especially in the dynamic field of operations management, pursuing an online masters in operations management can be that critical lever that catapults your career to new heights. As an operations leader, you’ll need to communicate effectively with team members, other departments, and customers alike.

Customer Satisfaction 52

Customer Satisfaction Healthcare Communication Leadership 52

CSM Magazine

FEBRUARY 28, 2024

When I came on board, Sabio was still a small UK-based operation. We’ve always believed that the key to success lies in understanding the environments agents, their managers and customers operate in and finding ways to enhance their experiences. But the passion, expertise, and drive to make a difference were palpable.

Leadership 52

Leadership 2024 Innovation 2017 52

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

COPC

FEBRUARY 11, 2022

.’s Global Benchmarking Series delivers monthly reports about timely issues affecting contact centers and customer experience (CX) organizations, covering topics, such as, CX strategies, quality workforce management, channel management, people management and technology. Read the first report here. For more than 25 years, COPC Inc.

2022 52

2022 Contact Center Webinar Information 52

Feedbackly

MARCH 14, 2024

From using chatbots to help customers resolve simple issues to using machine learning to streamline business operations, AI can be integrated in so many ways to make CX better. If you wish to learn more about CX personalization, then at this webinar , we looked more into the details of this topic.

Engagement 52

Engagement Customer Experience Webinar Feedback 52