BirdEye

JULY 7, 2023

Today’s customers expect answers in real time. With this tool, you can quickly and accurately respond to customer service questions, even if it’s at midnight. It has the capability to answer frequently asked questions as well as offer product and service suggestions to drive sales.

Customer Service 96

Customer Service Social Media Banking 2008 96

ShepHyken

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. Far more inclined to tap a forum or FAQ page for answers, they have downright driven the decision for companies to beef up their self-service portals.

Blog 98

Blog Customer Service Fashion Social Media 98

Bold360

APRIL 1, 2020

We’re all experiencing daily disruption brought about by social distancing as we stay, work and learn at home. No matter what happens next, your employees and customers will continue to have questions they need answered (and fast), even as your call center struggles to maintain operational continuity.

Call Center 95

Call Center Management Social Media Contact Center 95

SurveySparrow

JANUARY 9, 2024

And that’s precisely what artificial intelligence saves. Especially in a world that is crazy about instant data! This blog will look into the top AI market research tools, their features, and pricing! When you have a question about your market, these tools don’t just find the answer but dig deep.

Marketing 52

Marketing Document Multi-Channel Insights 52

Horizon CX

MARCH 19, 2022

Artificial Intelligence (AI) is a contemporary buzzword among industries, but in fact, the term has been around for many years, most commonly rising during the mid-fifties from within the sphere of science fiction—think robots! But I digress, that’s another topic for another blog.

Customer Journey 52

Customer Journey Touchpoint Seminar Average Handle Time 52

ViiBE Blog

MAY 3, 2023

ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? In this article, we will dive into the ways service centers can be contacted, their drawbacks, and the alternatives that can be used. Existing ways of contacting remote customer support 1.1.

B2B 52

B2B E-support 2023 2021 52

NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations.

Customer Care 55

Customer Care Contact Center Call Center Webinar 55

BirdEye

NOVEMBER 10, 2023

Genesis Counseling Center faced this challenge head-on and embraced the power of AI for reputation management to manage its customer communications. This blog delves deeper into a candid conversation between Rebecca Colwell, VP of Product & Customer Marketing at Birdeye, and special guest Steven Greer, COO of Genesis Counseling Center.

Communication 57

Communication 2023 Customers Insurance 57

Inbenta

SEPTEMBER 29, 2022

A call center experiencing higher than average call volume is stressful. Think about it: endless phone ringing, long call queues, frustrated customers, and anxious staff. High call volume happens when your call center is receiving more calls than it can accommodate over a sustained period of time. The result?

Call Center 52

Call Center 2022 E-support Social Media 52

NICE inContact

OCTOBER 9, 2019

Everybody’s talking about artificial intelligence (AI) ! But if you’re like most, you’re wondering how to harness AI’s amazing potential and incorporate it into your contact center in ways that will benefit customers, agents and the organization. Access CXone and Artificial Intelligence in Action.

Contact Center 54

Contact Center Webinar Customer Journey Innovation 54

eGain Blogs

JANUARY 4, 2018

This is an extract from an interview* that eGain’s SVP of Marketing, Anand Subramaniam, gave to Contact Center Pipeline for their feature article, Blending AI With Support. It has been restructured for this blog. Each time, I received a different answer. On Artificial Intelligence. That is far from reality.

Contact Center 53

Contact Center Touchpoint 2017 Omnichannel 53

Natalie Petouhof

SEPTEMBER 12, 2018

If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy. Increase First Contact Resolution (FCR). Artificial Intelligence isn’t new, so what is?

Customer Service 89

Customer Service E Commerce Average Handle Time Metrics 89

Call Experts

JANUARY 9, 2019

The 21st century is all about digital! To accomplish this task, maintain perfect records about your customers including their name, purchase history, interest, and preferences. To accomplish this task, maintain perfect records about your customers including their name, purchase history, interest, and preferences.

Consumers 64

Consumers Call Center 2018 Contact Center 64

Bold360

JANUARY 22, 2020

Contact center employees answering calls and chats. Even supporting employees who may not interact with your customers directly, but who support the ones who do. More companies are relying on solutions artificial intelligence (AI) technology to handle repetitive tasks. That’s great.

Engagement 76

Engagement Customer Experience Contact Center Employee Experience 76

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. Digital Transformation.

Customer Care 74

Customer Care 2018 Contact Center 2013 74

Eptica

MAY 8, 2019

Author: Pascal Gauvrit - CTO Artificial intelligence is one of the most-talked about topics in the world today, with stories about its benefits and potential negative effects continually cropping up in the news agenda. Published on: May 08, 2019.

Books 55

Books 2019 Contact Center Blog 55

Call Experts

JUNE 9, 2023

Automated medical answering services play a vital role in today’s healthcare landscape. Health Works Collective explains that automated medical answering services are the way of the future, streamlining patient access to healthcare. When a Doctor Uses a Medical Answering Service, You Save Time and Money.

Healthcare 52

Healthcare Communication Interaction Consulting 52

NICE inContact

JUNE 5, 2019

Artificial intelligence (AI) is a particularly noteworthy topic because there are some significant disparities with how the two groups view this emerging technology. You can read more about this study here. From a consumer standpoint, this means becoming more proficient at answering questions and resolving issues.

Consumers 54

Consumers Contact Center 2019 ROI 54

Solvvy

DECEMBER 16, 2019

But what are they looking for in a good customer support experience, and what role can artificial intelligence play in increasing customer satisfaction? . 97 percent of consumers said that a bad buying experience will lead them to change their buying behavior, according to a recent Zendesk study. The problem? Customers hate it. .

Presentation 48

Presentation Customer Service Brands Technology 48

ShepHyken

FEBRUARY 7, 2017

Jeremy Watkin on How Listening to Your Customer Service Reps Can Give You a Competitive Advantage. Do you realize there is a hidden gem in your customer service department? Shep Hyken speaks with Jeremy Watkin to discuss the strategies you can use to mine that hidden gem, which can give your organization a competitive advantage.

Competitive Advantage 92

Competitive Advantage Customer Satisfaction Contact Center Customer Service 92

SaleMove

JULY 29, 2019

This is the first installment of a blog series that examines the trends driving the transformation, reviews how people work in today’s contact center, and explores what you should do now to staff the contact center of tomorrow. Start Swimming. “ You better start swimmin’ or you’ll sink like a stone.”

Contact Center 40

Contact Center Sports Metrics Social Media 40

Avaya

FEBRUARY 13, 2018

I’ve been through quite a few technology trends in my career, and to say Artificial Intelligence (AI) is one of the hottest may be an understatement. If you have customers that are 55 and under you need a customer experience plan to address digital channel preferences and AI in contact centers now, before it’s too late.

Contact Center 67

Contact Center Customer Engagement Engagement Social Media 67

Call Experts

JANUARY 23, 2019

Omnichannel processes utilize various platforms such as social media channels, email marketing, websites, and mobile experiences to communicate with your clients. It is challenging to develop strategies unique to your industry. What makes omnichannel challenging? What is the benefit?

Omnichannel 53

Omnichannel Management Call Center Multi-Channel 53

Bold360

NOVEMBER 18, 2019

And with all the buzz around Artificial Intelligence technology, it’s no surprise many companies are considering ways to incorporate AI to improve performance. As you think about 2020 and beyond, consider these three areas where you can leverage AI across your customer’s journey. Contact Center.

2020 40

2020 Customer Journey Contact Center Hotels 40

Eptica

NOVEMBER 6, 2019

Author: Guest author - Jeannie Walters Those of us in the customer experience industry can feel like we are making progress when we are collecting valuable customer feedback, communicating throughout the organization, and creating awareness about the importance of focusing on customers. Published on: November 06, 2019.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

eGain Blogs

JUNE 8, 2017

He would not say the same about contact center agents—CSRs in both geographies are in total agreement about the biggest hurdles to providing good customer service. Different systems or information sources give different answers: 25%. Different systems or information sources give different answers: 25%.

Contact Center 58

Contact Center Omnichannel Consulting Consumers 58

NICE inContact

SEPTEMBER 27, 2019

Think about it: we’ve witnessed vast improvements in digital customer service technology like artificial intelligence (AI) and live chat, both of which are certain to continue evolving. So, the question for every company is how to provide a consistent, results-driven customer experience that is also personalized and human.

Contact Center 55

Contact Center Return on Investment Call Center Interaction 55

West Monroe

JULY 11, 2017

Alexa is certainly popular for playing music, turning lights on, giving the weather forecast, and answering your Google-able questions. Amazon undoubtedly has bigger plans for Alexa and this is another way to get customers comfortable incorporating artificial intelligence in their day-to-day lives.

2016 82

2016 Contact Center Innovation Loyalty 82

Calabrio

MAY 25, 2016

Chatbots are equipped to answer basic questions from customers, accept orders, and provide general customer assistance. There’s even the notion that chat bots could replace contact centers at some point down the line. In fact, 51.7%

Omnichannel 49

Omnichannel Contact Center 2016 Communication 49

West Monroe

MAY 31, 2019

Last year, I wrote about conversational interfaces and how they have the potential to disrupt business and technology paradigms over the coming years. My colleague, Jeremy Wortz, recently wrote about the differences between different emerging AI technologies like RPA, Machine Learning (ML), and Conversational Interfaces (CI).

Banking 40

Banking Financial Contact Center ROI 40

Talkdesk

JUNE 21, 2019

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center. What is Call Center Wrap-Up Time?

Contact Center 50

Contact Center Average Handle Time Call Center Call Recording 50

eGain Blogs

JUNE 8, 2017

He would not say the same about contact center agents—CSRs in both geographies are in total agreement about the biggest hurdles to providing good customer service. Different systems or information sources give different answers: 25%. Different systems or information sources give different answers: 25%.

Contact Center 40

Contact Center Omnichannel Consulting Consumers 40

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. Is Cloud Contact Center the New Normal?

Contact Center 48

Contact Center 2017 Connections 2020 48

Talkdesk

JANUARY 16, 2018

The thousands-upon-thousands of conversations that pour into call centers worldwide every day contain priceless information. Customer service reps and call center agents hold the key to determining the quality of the caller experience — for better or worse. What are your customers saying about your company or your competitors?

Call Center 40

Call Center Net Promoter Score Magazine Contact Center 40

Clarivate

OCTOBER 12, 2023

In a world driven by rapid advancements in artificial intelligence (AI), the landscape of intellectual property (IP) law and practice is poised for a transformative shift. Our latest report, Redefining AI: How IP Practice Meets the Coming Wave, puts the perception of AI front and center to understand what’s next for the IP.

2023 59

2023 Download Technology Measurement 59

LiveChat

JANUARY 20, 2017

In the meantime, I’m able to read reviews about this product and find the best price. The only difference is that I have to wait about 2-3 days for delivery. Even though people knew the telephone, no one thought about it in terms of customer support. That’s about 10 years. That’s about 10 years. How do I shop?

Customer Service 62

Customer Service Customer Experience Social Media 2004 62

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