DMG Consulting

MARCH 8, 2024

AI and the Contact Center Staffing Challenge March 2024 It’s challenging and costly to hire, train, and onboard new contact center agents, and it’s often more difficult to retain them. Contact centers have always had an employee attrition problem because it’s a tough, underappreciated, and generally underpaid job.

Contact Center 48

Contact Center AI Artificial Intelligence Real Estate 48

Ameyo Callversations

NOVEMBER 16, 2021

In a digital-first post-pandemic world, exceptional customer experience has become a priority without stepping out, and organizations are paying close attention to making it happen with inbuilt AI technologies in contact and cloud centers. – Salesforce.

Contact Center 96

Contact Center AI Artificial Intelligence Customer Experience 96

Ameyo Callversations

JULY 22, 2021

Until a few years ago, several companies and BPOs treated their contact center division as an entity that managed superior customer service and nothing more or less. According to Microsoft’s State of global customer service report , more than half (58%) of customers choose a brand based on their customer service.

Contact Center 98

Contact Center Social Media Artificial Intelligence Omnichannel 98

Ameyo Callversations

APRIL 21, 2022

A contact center is a facility where customer service representatives answer customer queries over phone calls, emails, chat, social media, and other channels. This facility may be owned entirely by the organization or (as many companies prefer today) may be outsourced to a contact center operator.

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Key findings: “…The reason [machine learning.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Hodusoft

OCTOBER 26, 2021

Why should you move from Legacy PBX to Modern Contact Center Software? The one point every business harping upon over the last two years unanimously is customer experience. With innovation, technological advancement, and increasing expectations of customers, modern contact center software has become imperative.

Contact Center 98

Contact Center Omnichannel Artificial Intelligence Machine Learning 98

Hodusoft

JUNE 1, 2023

HoduSoft Now Provides an AI Chatbot Feature with Its Contact Center Software In today’s swiftly evolving digital landscape, businesses are continuously striving to improve customer experiences and streamline their operations. Start Growing With HoduSoft Contact Center Software Talk to Our Expert!

Contact Center 52

Contact Center AI Artificial Intelligence Machine Learning 52

DMG Consulting

JUNE 11, 2019

Three Pillars of AI for Contact Centers. Artificial intelligence (AI) is a very broad concept and set of technologies, which must be targeted to a specific challenge in order to be effective. The first of the three AI pillars is a grouping of technologies that allow organizations to understand what customers are saying.

Contact Center 67

Contact Center AI Machine Learning Artificial Intelligence 67

DMG Consulting

JANUARY 7, 2022

IVAs: Using AI to Serve Customers and Contact Centers. Intelligent virtual agents (IVAs) represent the future of omnichannel self-service, a new standard of voice and digital self-service in a channel-optimized format. Real-time analytics encompasses a highly diverse group of technologies and applications.

Contact Center 48

Contact Center AI Artificial Intelligence Machine Learning 48

CX Accelerator

JANUARY 7, 2019

So keep that in mind as I talk about technology for customer experience. That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. Do terms like NLP and Machine Learning mean anything to you?

AI 275

AI Machine Learning CX Net Promoter Score 275

Taylor Reach Group

SEPTEMBER 29, 2020

The path to contact center modernization has never been straightforward when it comes to its navigating technology infrastructure. Costly,” “crowded,” and “confusing” are how business owners typically describe the process of selecting the right platforms to power their center. Customer Relationship Management (CRM).

Contact Center 85

Contact Center Artificial Intelligence CRM Net Promoter Score 85

Ameyo Callversations

NOVEMBER 23, 2021

With enthusiasm to achieve excellence and offer the best services, businesses continuously push themselves to resolve customer queries and support them without any hurdle that has started a battle between digitization and the human touch in customer service. What is Customer Service Technology?

Technology 98

Technology Technology Customer Service E-commerce 98

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services.

Contact Center 52

Contact Center Finance Social Media Artificial Intelligence 52

Ameyo Callversations

MARCH 2, 2022

Even implementation of ai in contact centers helps agents to ease their tasks and help them perform better. The use of machine learning coupled with Artificial intelligence and automated voice responses in a Contact center also helps the agents assist customers by making the calls interactive.

Contact Center 52

Contact Center AI Artificial Intelligence Sentiment Analysis 52

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries.

Artificial Intelligence 72

Artificial Intelligence Contact Center Machine Learning Technology 72

Fonolo

NOVEMBER 16, 2021

Although fantastic customer support has always been at the forefront of contact center success, statistics are beginning to expose a new trend. Now, personalizing that support and providing a tailored customer journey is being touted as an effective way to give customer satisfaction (CSAT) survey scores a boost.

Customer Service 87

Customer Service Contact Center Artificial Intelligence Machine Learning 87

Execs In The Know

MAY 19, 2024

This powerful combination allows companies to quickly adapt to changing customer expectations, enhance their customer experience (CX) initiatives, and deliver exceptional operational performance. This synergy not only improves customer satisfaction but also ensures that employees remain integral to the company’s success.

AI 52

AI Artificial Intelligence Customer Service Machine Learning 52

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX and agent experience with conversational AI and automation tools. In a digital-first post-pandemic world, organizations need to pay close attention to the customer experience and agent experience alike. Enhance customer experience with secure authentication and self-service channels.

AI 130

AI Artificial Intelligence CX Machine Learning 130

Customer Service Life

APRIL 27, 2018

As contact center leaders we’re often lightning rods for the latest, greatest technology on the market. Our Emerging Technologies Team at FCR is constantly looking for the latest in technology that can benefit our teams, and it’s our pleasure to share some of the best that we’ve seen over the past few months.

Contact Center 68

Contact Center Net Promoter Score Machine Learning NPS 68

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. RingCentral.

Contact Center 40

Contact Center Social Media Omnichannel CRM 40

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries.

Artificial Intelligence 56

Artificial Intelligence Contact Center Machine Learning Technology 56

Fonolo

JANUARY 10, 2023

Wondering how to use artificial intelligence (AI) in your call center? It’s a hot topic, and many call center managers want to know what this rapidly evolving technology will mean for their organizations. There is plenty to learn about artificial intelligence and its cousin, machine learning (ML).

Artificial Intelligence 91

Artificial Intelligence Contact Center Machine Learning Data Entry 91

Customer Service Life

AUGUST 3, 2018

It’s been an interesting quarter in the contact center technology space. Before jumping into some of the cool tools I’ve seen recently, let’s first run through four updates from technologies I’ve mentioned in the past. Now, here are four technologies I’ve seen in the past few months that are worth your attention.

Contact Center 60

Contact Center Omnichannel Machine Learning Technology 60

Ameyo Callversations

NOVEMBER 23, 2021

With enthusiasm to achieve excellence and offer the best services, businesses continuously push themselves to resolve customer queries and support them without any hurdle that has started a battle between digitization and the human touch in customer service. What is Customer Service Technology?

Technology 52

Technology Technology Customer Service E-commerce 52

CommBox

OCTOBER 18, 2023

Welcome to a new era of AI customer service, where generative AI is redefining customer interactions, making them more personalized and efficient, while amplifying the human touch. Both technologies are essential to achieve higher levels of personalization, customer satisfaction, and business efficiency.

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

Fonolo

FEBRUARY 14, 2023

FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout. Best Processes to Automate in Your Contact Center The rise of AI and machine learning has dramatically – and suddenly – increased the number of call-center processes that can benefit from automation.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

Ameyo Callversations

APRIL 6, 2022

AI chatbot solutions are leading the way in providing exceptional customer service to businesses worldwide. They play a major role in delivering consistent and engaging customer experiences across eCommerce, retail, banking, insurance, and travel. IS REMOTE WORKING A GOOD IDEA FOR YOUR CONTACT CENTER? DOWNLOAD NOW.

AI 98

AI Customer Service Compliance Contact Center 98

Ameyo Callversations

APRIL 6, 2022

AI chatbot solutions are leading the way in providing exceptional customer service to businesses worldwide. They play a major role in delivering consistent and engaging customer experiences across eCommerce, retail, banking, insurance, and travel. IS REMOTE WORKING A GOOD IDEA FOR YOUR CONTACT CENTER? DOWNLOAD NOW.

AI 98

AI Customer Service Compliance Contact Center 98

Comm100

MAY 25, 2022

These changes have occurred across industries and have accelerated the adoption of new technologies. Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes.

Contact Center 52

Contact Center Customer Service Social Media Omnichannel 52

Taylor Reach Group

MARCH 12, 2019

Below are what I believe are the top trends that will impact contact centers and customer facing organizations. For contact centers and customer interactions it is a very positive tool. AI or Artificial Intelligence. AI has been a top pick for many pundits. Digital Transformation.

Contact Center 77

Contact Center Artificial Intelligence Customer Experience Machine Learning 77

Customer Service Life

FEBRUARY 4, 2019

If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. Slack has revolutionized contact center communication. Hint: Focus on Agent Performance.

Contact Center 67

Contact Center Artificial Intelligence Text Analytics AI 67

CSAT.AI

FEBRUARY 27, 2019

The call center has evolved into the contact center through a variety of technological innovations that followed the trusty telephone. ( I have mine right here, in case I’m hit by a food craving ) The net, IoT, the cloud and AI have and will continue to disrupt contact center tech.

Contact Center 52

Contact Center AI Sentiment Analysis Artificial Intelligence 52

DMG Consulting

MAY 21, 2020

5 Customer Service Trends That Point to a Promising Future. Last year was a great year for service organizations and contact centers—even when it was clear that customers and clients were often displeased with levels of service (with a few notable exceptions). By Donna Fluss.

Artificial Intelligence 59

Artificial Intelligence Contact Center Customer Service Machine Learning 59

Execs In The Know

APRIL 28, 2022

For most contact center leaders, the answer is yes. Contact centers with an eye to the future are adopting attended automation to support their teams and their business. This means most customers won’t contact an agent directly unless they have no choice. That’s the contact center of the future.

Contact Center 98

Contact Center Machine Learning Artificial Intelligence Customer Satisfaction 98

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In fact, it’s such a huge deal for customers today that it has overtaken price and product as the key brand differentiator.

Contact Center 83

Contact Center Artificial Intelligence Omnichannel Machine Learning 83

DMG Consulting

JANUARY 8, 2018

Apocalyptic Predictions and the Contact Center . The call center world hasn’t escaped its share of sensational claims, which include: Voice response units (VRUs, predecessors of the IVR) are going to replace the need for live agents – circa 1980s. Social media will eliminate the need for contact centers – circa 2000’s.

Contact Center 48

Contact Center Artificial Intelligence Machine Learning Social Media 48

CommBox

JANUARY 28, 2024

Self-service support channels such as chatbots, online portals, knowledge base and FAQs are considered crucial for customer service. You might even say that they’re now mandatory for any service organization. Research indicates that 67% of consumers prefer self-service over speaking to a company representative.

AI 52

AI Customer Service Real Estate B2C 52