COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. With the advent of generative AI (GenAI) and large language models (LLMs), we are in an era of exponential change.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? That’s where customer experience platforms come in.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

BlueOcean

MARCH 13, 2023

We’ve long been proponents of making transactional customer service low effort, for both customer and contact center. This is the underlying philosophy of our digital customer experience support solutions , driven by AI, machine learning, chatbots, and intelligent self-service. Can AI Handle Complex Customer Care?

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

Kustomer

MARCH 19, 2024

An AI-powered agent copilot built on top of our CRM. While AI is not new to Kustomer, it is now emerging at the forefront in a significantly more strategic capacity, impacting how companies can transform their customer engagement methods. How Does it Work? What is KIQ Agent Assist?

Metrics 69

Metrics Webinar Interaction Loyalty 69

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Alas, none of these initiatives have worked, at least in the long-term.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

Retently

APRIL 5, 2024

This interconnected retail context demands a cohesive approach, ensuring that customer experience is consistent and positive, regardless of how or where the customer chooses to shop. Traditionally retail refers to the sale of goods and services through physical stores. The result?

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Solvvy

JUNE 22, 2022

When they search your website for answers or reach out for customer service or support, they want answers now. But the relevance of that answer can vary depending on the type of technology that powers the solution. What is Conversational AI? So, what is the key differentiator of conversational AI?

E Commerce 119

E Commerce E-support Banking ROI 119

TechSee

APRIL 21, 2021

These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI is moving forward rapidly, with contact center AI software continuously evolving and dramatically improving, and ultimately delivering more value. .

Call Center 136

Call Center 2021 Innovation Contact Center 136

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. How do you keep your best employees engaged, motivated, and empowered? How do you keep your best employees engaged, motivated, and empowered? Attract new talent?

Engagement 73

Engagement Contact Center Culture Metrics 73

TechSee

AUGUST 15, 2021

When dealers are responsible for the warranty management services, the manufacturers are required to reimburse their dealers for repairs performed on equipment under warranty. These services, as well as other industries that are negatively affected by high numbers of warranty claims, need better warranty management solutions.

Management 207

Management Contact Center B2B Innovation 207

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service! In this blog, we’ll explore seven customer service trends for 2024.

2024 52

2024 Customer Service E Commerce E-support 52

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Post-call analysis also benefits from AI. Collaboration is key. Collaboration is key.

Call Center 124

Call Center Virtual Agent Contact Center 2020 124

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. Learn how TechSee’s helped Achmea improve their core KPIs and enhance customer satisfaction . With 56.8%

Call Center 124

Call Center 2022 Technology Social Media 124

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Post-call analysis also benefits from AI. Harnessing the Power of Collaboration Through AI.

Virtual Agent 109

Virtual Agent Contact Center Call Center 2020 109

TechSee

MARCH 30, 2021

New thinking is pointing to another area of focus for boosting sales: Customer Service. Contact center agents and field service technicians are probably the best placed salespeople within the organization. But how can Customer Service agents and technicians make the shift to become sellers? What is Visual Assistance?

Customer Service 109

Customer Service Contact Center Sales Touchpoint 109

TechSee

MARCH 17, 2020

In today’s customer-centric and highly competitive marketplace, field service organizations must meet the growing expectations for shorter waiting times, quicker resolutions, and better overall customer experience. Thanks to Artificial Intelligence (AI), field service organizations can now make all this a reality.

Customer Centricity 109

Customer Centricity Download Books Innovation 109

Upstream Works

NOVEMBER 30, 2022

There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. Not only does this impact the agent experience by making agent workloads more manageable, but CX also improves when routine inquiries are handled faster with self-service.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

Upstream Works

NOVEMBER 30, 2022

There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. Not only does this impact the agent experience by making agent workloads more manageable, but CX also improves when routine inquiries are handled faster with self-service.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

Interactions

SEPTEMBER 8, 2023

Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. Brands committed to creating exceptional customer experiences have turned to conversational AI solutions like Interactions Intelligent Virtual Assistant (IVA). However, not all AI virtual assistants are created equal.

Interaction 62

Interaction Customer Service Contact Center Multi-Channel 62

Inbenta

MARCH 30, 2021

During lockdowns, workers have been unable to access their workplaces and many services have been disrupted or forced to accelerate their digital transformation strategies to keep up with market demands. What is customer service automation and what benefits does it provide? Customer service automation trends.

Customer Service 136

Customer Service Marketing Omnichannel Poor Customer Service 136

Beyond Philosophy

DECEMBER 28, 2023

This year has been the year of AI. We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. One thing I appreciate about Mead is how his opinions make me think.

Airlines 88

Airlines Call Center Interaction Information 88

BirdEye

OCTOBER 11, 2023

Knowing this information helps you be prepared and tailor the product/service accordingly. Use social media polls to discern whether your customers prefer human or AI interactions and how often they want to receive communication from you. All of these customer preference insights can help you make meaningful tweaks.

Insurance 109

Insurance Customer Experience Social Media Omnichannel 109

Kustomer

SEPTEMBER 12, 2023

From AI-enhanced selfies on social media, to the 2023 launch of ChatGPT (and even a 2-minute, satirically acclaimed text-to-video remake of “The Lord of the Rings ”) — generative AI in particular seems to be the internet’s shiny new toy. What is Generative AI? All of a sudden, the term ”artificial intelligence” is everywhere.

Social Media 52

Social Media 2023 Consumers Demo 52

Kustomer

APRIL 14, 2022

With little research, the modern consumer can find the exact information to answer their questions about products and services, as well as the brands that supply them. Let’s explore how empowering your customers can benefit your business, as well as which tools in your company’s arsenal can create opportunities for customer empowerment.

Brands 98

Brands Social Media Feedback Consumers 98

TechSee

APRIL 26, 2021

On the one hand, every business needs to save money and customer service is generally the first on the chopping block. A majority (52%) of these consumers prefer to get remote support from customer service agents. The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads.

Contact Center 109

Contact Center Call Center Multi-Channel Touchpoint 109

TechSee

FEBRUARY 12, 2019

We still read periodic scare stories about the rise of self-aware machines that could suddenly decide to put an end to humanity. But a more pressing concern for many is being rendered obsolete by intelligent systems that can outperform us in our daily work. Milestones on the road to autonomous AI self service.

Contact Center 111

Contact Center Banking Roadmap Insurance 111

Solvvy

OCTOBER 12, 2022

If the company had a great AI chatbot, the interaction might have been so natural that it took a while to realize that you weren’t actually talking to a human. Artificial intelligence (AI) can enhance the types of experiences chatbots can deliver. Moreover, a study by SOTI found that 73% of customers prefer self-service. .

2030 94

2030 Virtual Agent Interaction Technology 94

Inbenta

APRIL 10, 2024

DALLAS, TX – March 26, 2024 – Inbenta, a complete customer experience platform powered by AI, today unveiled three enhancements to its award-winning Digital Instructor product (formerly Horizn Digital Demos). The enhancements are aimed at making Inbenta’s interactive how-to tutorials more engaging and easier to share.

2024 52

2024 Download Contact Center Demo 52

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Slash inbound inquiries with self-service. The Best Call Center Cost Reduction Strategies. Techniques to reduce call volume.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

ShepHyken

JANUARY 11, 2023

This comes in the form of streamlining processes, self-service customer support solutions and more. Customers want to work with empowered employees who know them – For employees to best take care of customers, they must know their customers. You can’t have a consistent and predictable CX without an EX to support it. .

Employee Experience 128

Employee Experience Customer Experience Call Center Customer Service Training 128

TechSee

DECEMBER 31, 2019

Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible. Customer Service will become increasingly AI-driven.

2020 136

2020 Customer Service Contact Center Social Media 136

Solvvy

SEPTEMBER 7, 2022

How are brands stepping up and meeting these higher customer expectations? How are brands stepping up and meeting these higher customer expectations? AI works with humans to create the ideal experience . And this speed is required for both the AI components as well as the experience with human agents.

Webinar 106

Webinar Customers Customer Expectations Brands 106

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

TechSee

JULY 20, 2022

One year ago, we introduced the world’s first computer-vision powered self-service solution. With Visual Intelligence (or VI for short), we are bringing the latest computer vision AI technology out of the lab and into the real-world. This is practical AI , or to put it another way, AI for Real Business.

Connections 109

Connections Insights Consulting Interaction 109

TechSee

SEPTEMBER 7, 2021

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. Using visual assistance powered by computer vision AI, field technicians can use their smartphones or tablets to capture images of a completed job.

Sales 191

Sales Consumers Technology Contact Center 191

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.

Customer Service 74

Customer Service 2023 Reference Customers 74

Kustomer

JANUARY 7, 2024

Intercom has earned a respectable brand name as an AI-powered messaging and help desk system. Pricing When you’re looking at alternatives to Intercom, take a close look at how they set their prices. As a result, the final price you have to pay is unpredictable and can increase rapidly as a business starts to grow.

2024 97

2024 E Commerce E-support Social Media 97