TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

2023 207

2023 Customer Service Contact Center Customer Centricity 207

CSM Magazine

APRIL 20, 2022

Here, he takes a closer look and gives 3 reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement. In our last blog , we asked the question ‘what does wellbeing really mean?’ 3 ways to de-stress the workforce.

Technology 52

Technology Blog Customer Centricity Download 52

CSM Magazine

MAY 30, 2023

Managing the hand-over from bot to agent is like taking part in a relay race. Jim Davies at Calabrio outlines 3 winning strategies for a seamless customer experience that are guaranteed to take you over the finish line in a record-setting way. Dropping the Baton In this scenario, the chatbot runs a good leg. This is when things go wrong.

Contact Center 52

Contact Center Customer Centricity Brands Interaction 52

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Why should businesses lean into automation? Why should you lean into automation?

Customer Service 77

Customer Service Technology Interaction Customers 77

Beyond Philosophy

MAY 15, 2023

By optimizing digital-first engagement, fostering workforce engagement, and improving experience management in the face of adversity, these organizations can create a competitive edge and pave the way for long-term success. Every time I turn on the news, I hear about the potential of a recession. You’ll get 11 opinions.”

Customer Experience 78

Customer Experience 2023 Innovation Webinar 78

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. I am reading articles every week about AI and find it’s impact fascinating. And sure, I too enjoy dreaming about AI as well.

Blog 86

Blog Customer Experience Telecommunications Fashion 86

BirdEye

FEBRUARY 15, 2024

In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage. With an overwhelming 68% of consumers letting reviews guide their choices, enterprises must know the pulse of the market to craft a stellar reputation.

2024 110

2024 Automotive 2023 Healthcare 110

Uniphore

JUNE 22, 2021

If you’d like to develop a workforce of knowledgeable problem solvers, listen to your call center agents. Their rants shed light on how to train and onboard a hybrid workforce. #2 3 AI and Robotics Will Not Save Your CX AI and automation are often prescribed as key ingredients in today’s recipe for digital transformation.

Call Center 87

Call Center Contact Center Social Media 2021 87

Comm100

DECEMBER 8, 2020

They are AI-trained to understand variation and can provide answers to more intricate questions. Plus, streamlined processes to get things rolling in the right direction. And with so much work, it’s no wonder that the need for simpler solutions has become essential to a business’s success. Enter automation. What is a Chatbot? Comm100 Free.

Customer Satisfaction 53

Customer Satisfaction Blog Customer Service Representative Social Media 53

Eptica

JANUARY 8, 2021

Our blog outlines 5 key areas to focus on if you want to reduce hidden costs in the contact centre, from improving the agent experience to AI and automation – all without negatively impacting service levels. You might also be interested in these posts: Reviewing 2020 – our top blog posts from last year.

2021 85

2021 2020 Blog Consumers 85

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Connections 52

Connections Customer Connectedness Call Recording Omnichannel 52

ShepHyken

DECEMBER 23, 2022

Hybrid work is taking the global workforce by storm, but the Techaisle survey found that only 11% of organizations have a hybrid-first mindset. This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible.

2023 69

2023 Communication Contact Center Return on Investment 69

BirdEye

JULY 7, 2023

However, this is only possible with the aid of an AI chatbot that retrieves the right information from your company’s knowledge base. In this blog post, we’ll take a deep dive into how a customer service chatbot can elevate your customer support activities, what drawbacks it may have, and share real-life success stories.

Customer Service 96

Customer Service Social Media Banking 2008 96

ChurnZero

JANUARY 25, 2024

Related resource: Setting the rules of engagement for customer success and sales teams Skillset 2: Technical proficiency The potential of AI and automation to transform CS workflows, personalize journeys, and deliver seamless experiences makes expertise in scheduling tools, CRM systems, and AI tools increasingly valuable.

2024 52

2024 Customer Success 2023 Leadership 52

Upstream Works

MARCH 17, 2022

While contact centers are increasingly turning to Artificial Intelligence (AI) applications for a variety of reasons, these technologies are not a silver bullet for everything, nor are they a complete solution for a specific problem set. For now, AI will best serve contact centers as a complementary technology.

Contact Center 78

Contact Center Call Center Omnichannel Technology 78

Interactions

MAY 7, 2020

Recent disruptions in the workplace due to COVID-19 have left contact centers scrambling to fill the gaps created by limited or impacted workforce. Automation powered by Conversational AI is being discussed and considered more frequently than ever before. Preparing for the new normal. Doing it yourself versus hiring the experts.

Contact Center 71

Contact Center Technology Customer Experience Management Management 71

Upstream Works

JANUARY 26, 2021

Supporting a distributed workforce. Embracing Contact Center AI in 2021. Artificial Intelligence (AI) plays a key role in this scenario. 2020 brought a lot of changes to organizations and contact centers all over the world. It has forced businesses to rethink their processes, strategies, and goals. New Drivers of CX Success.

2021 78

2021 Contact Center Omnichannel Download 78

Call Experts

FEBRUARY 12, 2020

AI-powered technology that addresses the needs of a changing workforce. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. More Blogs Menu. How to Improve your HR Team's Performance with AI-Powered Systems.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

NICE inContact

APRIL 30, 2019

Artificial intelligence (AI) has the potential to transform contact centers. Contact center leaders agree and are confident in AI’s role in delivering exceptional customer experiences. The post Businesses Are Confident in AI — But Consumers Are More Cautious appeared first on NICE inContact Blog.

Consumers 59

Consumers Contact Center 2019 2018 59

transcosmos Information Systems

MARCH 20, 2018

Since the bots are powered by artificial intelligence (AI), they can predict the right answer to inquiries whether the customer is using email, messaging apps, or social. Last year, Transcosmos launched DataRobot , a machine-learning platform created by top-notch AI and data scientists. On-demand Workforce.

2018 76

2018 Customer Service E Commerce E-support 76

CSM Magazine

MARCH 16, 2023

There is an infinite amount of data in contact centres but what does it really tell us? Jim Davies of Calabrio believes that educated insights are better than wandering around in the unknown and that taking a lead from Pi is the answer. International Pi (π) Day is held every year on March 14. Well, please bear with me.

Fashion 52

Fashion Insights Interaction Customers 52

CSM Magazine

AUGUST 18, 2021

In the first blog in this series, we introduced the importance of adding simplicity to the contact centre. We revealed how the trend towards flexible workforces can impact agent satisfaction, recruitment and retention as people threaten to quit their jobs rather than return to the office. An effective strategy starts at the top.

Blog 52

Blog Technology Touchpoint Engagement 52

Bizagi

FEBRUARY 25, 2020

The primary technologies that make up IPA include Digital Process Automation (DPA), Robotic Process Automation (RPA) and Artificial Intelligence (AI). AI then contributes great intelligence and decisions to the mix. Intelligent Process Automation is one aspect of a broader shift in technology, that of Automation as a whole.

Banking 117

Banking Technology Insurance Government 117

VDS

SEPTEMBER 25, 2023

By leveraging powerful cloud, AI, and digital technologies, you can propel your organization towards delivering Experience as a Service ℠ at scale. Customer service teams face the challenge of not only catering to the current needs of their clients but also preparing for future trends and challenges.

Customer Service 52

Customer Service Customer Service Strategies Contact Center Technology 52

NICE inContact

JULY 9, 2019

Here’s Your One-stop Resource appeared first on NICE inContact Blog. Every year, NICE inContact experts, customers and partners gather for the company’s much-anticipated Interactions user conference to explore and exchange the latest in cloud contact center ideas, trends and technology. The post Transitioning to the Cloud?

Contact Center 59

Contact Center 2019 Webinar Presentation 59

CSM Magazine

MAY 12, 2021

Calabrio’s new blog series explores the rise of the Connected Enterprise. Increased workforce engagement – connected processes, information and thinking motivate staff to shine in their roles and collectively impact positive customer outcomes. What do Connected Enterprise businesses have in common?

Connections 64

Connections E-support Social Media Roadmap 64

NICE inContact

SEPTEMBER 26, 2019

You can bet it has something to do with strategic artificial intelligence (AI). Let’s start by looking at why businesses are turning to AI. Keeping up with evolving technology – and combing through the hype that surrounds AI – can be a real challenge. Is AI to be used simply to lower cost and increase efficiency?

Contact Center 54

Contact Center Call Center Social Media Interaction 54

Bold360

AUGUST 18, 2020

COVID-19 and today’s almost fully remote workforce have forced many organizations into “scramble mode” as they’ve rapidly adopted digital-first approaches to employee and customer experience (EX and CX). When it comes to scaling and flexing customer engagement in times of uncertainty, some organizations have proved more prepared than others.

Customer Engagement 52

Customer Engagement CEM Engagement Multi-Channel 52

Think Customers

JANUARY 18, 2022

And the flexibility of at-home work has enabled new members of the workforce to enter the customer service space. A quick live chat with a bot, for instance, can rapidly escalate to an emergency call with an agent, which we refer to as an associate, and vice versa. The best fit. The best fit. What is a contact center associate? The best fit.

Contact Center 52

Contact Center Average Handle Time Customer Satisfaction 2022 52

Think Customers

APRIL 28, 2022

In this blog post we’ll look at the pros and cons of a captive model versus outsourcing models and explore five ways that outsourcing contact centers can provide your company an ideal approach to improve CX, empower employees, accelerate digital transformation, and improve contact center operational KPIs. Jon Stough.

Contact Center 52

Contact Center Retail Brands Technology 52

Call Experts

FEBRUARY 19, 2020

Businesses that follow the latest strategies for engagement and utilize AI-powered automations ensure lifetime relationships with customers. Also, these strategies create efficiency optimization opportunities for your workforce. How focussed are you on improving customer experience (CX). What is customer experience? Self-Service Tools.

Customer Experience 80

Customer Experience Contact Center Call Center 2018 80

Bold360

APRIL 1, 2020

As one company executive recently explained to VentureBeat: “businesses are [now] looking for solutions that will allow them to solve customer problems while also ensuring the safety of their workforce through appropriate social distancing measures.”. Before we explore solutions, let’s scope out the problem. COVID-19’s Double Whammy.

Call Center 95

Call Center Management Social Media Contact Center 95

Avaya

JULY 24, 2019

Arguably the best way to overcome these obstacles is by effectively implementing artificial intelligence (AI) in the contact center. Arguably the best way to overcome these obstacles is by effectively implementing artificial intelligence (AI) in the contact center. AI-enhanced Desktop. But what does this look like?

Contact Center 82

Contact Center Net Promoter Score Connections Information 82

Peter Lavers

FEBRUARY 21, 2019

here are the top 10: #AI - Artificial Intelligence. It was abundantly clear throughout Think 2019 that this is the year in which AI is going mainstream , with lots of use cases and lessons learned sessions. I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist. DataScience. Transformation.

2019 66

2019 Leadership Culture Customer Centricity 66

Uniphore

JUNE 9, 2021

Out with the old, in with the new! With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. In the contact center, the leading driver of improvements has been automation. What’s the difference between a result and an outcome?

Engagement 98

Engagement Contact Center 2021 Metrics 98

Call Experts

NOVEMBER 8, 2019

Companies must create dynamic environments to address the ever-changing workforce and its needs. You can utilize AI-Powered HR Call-Out Lines to bring efficiency to your operations. Call Experts helps HR departments adopt a more dynamic model to manage and maintain the needs of their workforce. Centralized self-service tools.

Call Center 45

Call Center Contact Center 2018 Document 45

Call Experts

MAY 30, 2019

Studies reveal that in the past few years, millennials have become an integral part of the US workforce. By the year 2030, almost 75% of the workforce will be millennials. More Blogs Menu. Use AI to enhance the customer experience journey. Participation is the focus of many employee engagement models. Work-life balance.

Engagement 60

Engagement Call Center 2030 Contact Center 60