InMoment XI
JANUARY 18, 2022
The “2022 Experience Trends Report: Four Trends That Are Changing Customer & Employee Experiences This Year” just dropped, and we wanted to give you a sneak peek! About the 2022 Experience Trends Report. Want to read more about the trends impacting the employee and customer in 2022? A Word About COVID.
Experience Investigators by 360Connext
DECEMBER 14, 2021
And 2022 looks like it will be another twelve months of uncertainty. Make 2022 the year you close the loop. QR codes allow customers and employees to interact and engage with various tools in ways that are safe and sustainable. 2022 will bring its own set of surprises. But some things won’t change.
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InMoment XI
APRIL 5, 2022
InMoment recently dove into the financial services industry’s 2022 outlook—and there’s a lot to unpack. One of the first questions we asked customers and employees was, “what experiences are you looking forward to in the following industries [in 2022]?”.
Education Services Group
MAY 23, 2022
In today’s world, in-person conferences resonate differently than they did pre-pandemic, and TSIA World Interact in Orlando, Florida was no exception. TSIA World Interact 2022 in Orlando is a wrap, but the key takeaways above shouldn’t be one-hit-wonders. The post TSIA World Interact 2022: Key Takeaways appeared first on ESG.
Speaker: Gary Davis, SmartAction CEO
How automating a customer service call isn’t as simple as using a script from a human interaction. April 20th, 2022 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm GMT. What happens after go-live, and how to monitor, fine-tune, and train your virtual agent. The potential ROI when conversational automation is done right.
CX University
MARCH 4, 2024
This shift has not only redefined the customer experience but has also empowered businesses to create more personalized and meaningful interactions with their customers. It encompasses every interaction a customer has with a company, from the initial awareness stage to the post-purchase support.
TechSee
DECEMBER 16, 2021
Going into 2022, we’ve got our eye on seven trends that are expected to help call centers deliver service excellence while still keeping a close eye on their bottom line to ensure business continuity in an unstable economic environment. Digital-first interactions Helping customers from afar is nothing new.
Speaker: Adam Cutler, Co-Founder of IBM Design, IBM Distinguished Designer, AI Design
In this webinar, you will learn how: the use of AI can enhance the human experience in customer interactions. April 13th, 2022 at 12:30 pm PDT, 3:30 pm EDT, 8:30 pm GMT companies can specifically implement AI to teach agents how to approach customers at all levels.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
Traditional methods of agent coaching lack the ability to automatically analyze the unstructured data inside support interactions to identify opportunities for improvement and reward strong performance. November 3rd, 2022 at 9:30 am PT, 12:30 pm ET, 5:30 pm BST. The importance of efficiency when onboarding and training agents.
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Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on.
Speaker: Brian Morin & Helena Chen from SmartAction
AI virtual agents can help resolve a lot of routine and repetitive interactions, but not all are created equal. Some customer service interactions require a human —but just because some calls must be transferred to a live agent doesn’t mean they can’t all begin with AI. Only 25% of the call is valued customer interaction.
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
In this webinar, you will learn: How to improve employee retention while improving quality customer and prospective client interactions through engagement. Inventive & interactive approaches for leaders to tie in an employee’s genuine passions and goals into quality work which propels a thriving contact center culture.
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