DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

Intercom, Inc.

JULY 26, 2022

Call deflection is a technique used to redirect a portion of your incoming customer service calls to digital support channels in order to reduce the burden on your call center employees. Research shows giving customers the option of digital support can reduce call center call volumes and operating expenses by as much as 25-30%.

Net Promoter Score 118

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 118

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

Uniphore

AUGUST 6, 2021

David Sokolitz, VP Solution Design at Arise Virtual Solutions, discusses the rise of complex transactions. While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. The New Normal. Compared to their engaged peers, disengaged agents are: 0 %. The results?

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Execs In The Know

MARCH 14, 2022

Digital transformation has been an ongoing subject for over 30 years. Why is customer experience (CX) a critical piece of digital transformation? When speaking to consumers , 95% indicated that customer service is important when choosing which brand to purchase from.

CX Transformation 122

CX Transformation CX Contact Center Start-ups 122

Logicalware

DECEMBER 18, 2023

The holiday season is a time of joy and celebration, but for customer service teams, it’s also a time of increased stress and demand. It involves juggling various aspects, including updating your website, managing agents working remotely, and optimising self-service options.

Customer Service 52

Customer Service Customer Experience Omnichannel CX 52

Shep Hyken

NOVEMBER 17, 2021

Assuming that every other airline has these self-service digital options, what if one didn’t? If it means using digital to achieve easier, faster, and more convenient, then customers will use a digital channel. The point is, you can’t fight digital. . Most companies already have a digital presence.

Customer Service 112

Customer Service Customer Experience 112

Uniphore

AUGUST 6, 2021

Jacada’s Customer Assistant solution, combined with WhatsApp integration, helped to reduce call numbers and provide an enhanced digital customer experience. Edwin Van Wasbeek, Product Owner Telephony Services. Only then would an agent be utilized if a solution couldn’t be reached. About the Client. Request Demo.

Contact Center 130

Contact Center Customer Experience 130

Uniphore

AUGUST 6, 2021

Jacada’s Customer Assistant solution, combined with WhatsApp integration, helped to reduce call numbers and provide an enhanced digital customer experience. Edwin Van Wasbeek, Product Owner Telephony Services. Only then would an agent be utilized if a solution couldn’t be reached. About the Client. Request Demo.

Education 130

Education Contact Center Customer Experience 130

Uniphore

DECEMBER 27, 2021

In a recent webinar , Suhail Nair, Executive Director of Partner Relationships for Uniphore, discussed this topic with Lawrence Sathiaraj, Global Delivery Head for Tech Mahindra, a leading provider of digital transformation, consulting and business re-engineering solutions that has partnered with Uniphore. How are they able to do more?

Manufacturing 211

Manufacturing AI Engineering Technology 211

C3Centricity

APRIL 9, 2024

However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services. B2B decisions are driven by logic and ROI.

B2C 90

B2C B2B Education CRM 90

Fonolo

NOVEMBER 8, 2022

Work with your agents and set expectations around providing consistent and high-quality service to your callers. Prioritize Self-Service Solutions. When it comes to contact center technology, self-service solutions are the way to go! Self-service doesn’t always need to be high-tech.

Contact Center 156

Contact Center Start-ups Technology Technology 156

Fonolo

APRIL 11, 2023

And 69% of customers say they’ve abandoned a brand after a single bad customer service experience. Deploy call-back technology Robust call-back technology like Fonolo’s suite of call-back solutions allows customers to request a call-back instead of waiting on hold. Eighty per cent say they want quicker responses from companies.

Contact Center 81

Contact Center Social Media Social Listening Customer Satisfaction 81

DMG Consulting

JANUARY 3, 2024

It’s a confusing time, and the risks are significant as these solutions are new, can be expensive, and may take longer than expected to implement. DMG recommends that each contact center draft an AI strategy containing specific goals, such as improving self-service or reducing post-interaction wrap-up time.

Contact Center 48

Contact Center Artificial Intelligence AI Social Media 48

Hodusoft

MARCH 22, 2024

When customers experience better quality of service, they are four times more likely to refer a friend and five times more likely to buy again, reveals recent data. The event provides HoduSoft with the opportunity to connect with industry professionals and discuss how their solutions can transform organizations. With booth no.

Omnichannel 52

Omnichannel CX Sentiment Analysis Contact Center 52

TeamSupport

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Social Media 98

Social Media Engineering Technology Technology 98

TeamSupport

SEPTEMBER 8, 2022

If the guitar metaphor isn’t working for you, this is exactly what it can be like for customers when you don’t offer self-service options. Self-service is the DIY of the digital epoch. 75% of customers believe it’s important for brands to offer a full self-service option. Self-service checklist.

B2B 98

B2B Start-ups Customer Service Customer Experience 98

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Personalized digital journey 4. Optimizing your online presence 2.

Customer Experience 83

Customer Experience Artificial Intelligence Omnichannel AI 83

Intercom, Inc.

MAY 13, 2022

Workforce engagement management refers to the technology that companies use to increase engagement among their customer service employees. Routing certain customer questions/requests to specific customer service representatives based on the level of expertise. Providing product knowledge training to customer service employees.

Customer Service 118

Customer Service Customer Expectations Technology Technology 118

CSAT.AI

JANUARY 18, 2023

Eliminating any human customer service support, like Frontier Airlines has done, is a bold choice. Digital customer service options are able to help manage the support challenges businesses are facing. The challenge is to grow without exceeding costs or sacrificing quality in product, service or CX. . The Challenges.

Customer Service 85

Customer Service AI Sentiment Analysis CX 85

Execs In The Know

JANUARY 17, 2024

In an era where consumers crave seamless online experiences, the demand for self-service solutions is higher than ever. Recent surveys indicate that only 15 percent of consumers express high satisfaction with the self-service options provided by businesses today.

AI 52

AI Innovation Gaming Social Media 52

Logicalware

FEBRUARY 1, 2023

Puzzel Digital Engagement enables you to adopt a proactive approach to your customer support interactions. In the case of the family’s research on pre-school fees, Puzzel’s Digital Engagement will forward the contextual parameter “pre-school” to the chatbot. This will then present common intents linked to the parameter – like fees.

Customer Service 52

Customer Service Touchpoint Customer Experience Customer Expectations 52

DMG Consulting

FEBRUARY 1, 2022

Self-Service Is the Channel of Choice—When It Works. For companies that have been trying to offload customer inquiries and interactions to self-service solutions for decades, there’s great news: Self-service is becoming the customer channel of choice. AI and Self-Service.

Artificial Intelligence 59

Artificial Intelligence Contact Center Machine Learning AI 59

DMG Consulting

AUGUST 16, 2021

Question: What is the difference between a zero-footprint contact center and digital first? Answer: DMG defines a zero-footprint contact center as “a service, sales, collections, human resource, field service, etc. department that uses self-service solutions and software robots to automate the handling of 100% of inquiries.”

Contact Center 67

Contact Center Sales Customer Service Customer Experience 67

CommBox

SEPTEMBER 20, 2021

Self-service support channels such as automated chatbots, online portals, knowledge base and FAQs are no longer an exception for businesses. Here’s why… Research indicates that 67% of consumers prefer self-service over speaking to a company representative. © Rawpixelimages | Dreamstime.com.

AI 96

AI Customer Service B2C Real Estate 96

Execs In The Know

APRIL 8, 2022

Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. They can, and should, play a role in helping contact centers adapt to digital transformation – in conjunction with existing technologies and processes.

Contact Center 98

Contact Center Artificial Intelligence AI ML 98

CommBox

JANUARY 18, 2024

Here’s what I have learned as a past CPO and current CEO of one of the leading AI-based customer service and engagement solutions in our market to be the foolproof step-by-step journey your business needs to take in order to effectively and easily implement AI. How-to-get-started-with-AI-in-5-simple-steps.by-Dvir-Hoffman-CEO-at-CommBox

AI 98

AI Unstructured Data Engineering CRM 98

Lightico

SEPTEMBER 11, 2023

Digital transformation has become more than just a buzzword in the auto finance industry. However, there is still a significant gap between the digitization efforts at the top of the funnel and the lingering manual processes that persist at the bottom of the funnel in digital transformation projects.

Finance 52

Finance Compliance Unstructured Data AI 52

DMG Consulting

JANUARY 10, 2022

Question: What should we include in a business case to obtain an IVA solution? Answer: Intelligent virtual agents (IVAs), which provide increasingly sophisticated customer-facing self-service capabilities, deliver quantitative and qualitative benefits to organizations, both of which have a business value.

77

77

Fonolo

JUNE 22, 2023

Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. This technology is at play when an automated voice answers your call and gives instructions like: “Press one for customer service; press two for accounting,” and so on.

Contact Center 91

Contact Center Technology Technology Customer Satisfaction 91

Hodusoft

MAY 24, 2023

The advancements in artificial intelligence (AI), 5G, and quantum computing have altered the digital landscape for good. The rapid digital transformation will revolutionize every possible industry. Call centers have always been at the cutting-edge of digital revolution. How can call centers be left behind?

Contact Center 52

Contact Center AI Artificial Intelligence Social Media 52

Zendesk

OCTOBER 17, 2022

Now, the Fourth Industrial Revolution is taking shape, characterized by “a fusion of technologies that is blurring the lines between the physical, digital, and biological spheres.”. For those in the manufacturing space, there are a few key trends to watch for: Advances in digital technology. New business models. New opportunities.

Manufacturing 98

Manufacturing AI Artificial Intelligence ML 98

CommBox

JULY 1, 2021

Commbox announces one of its most innovative features to date, a cutting-edge WhatsApp Bot-Squad, launched as part of insurance enterprise Clal’s rapidly-growing digital customer service. The wide variety of WhatsApp bots will automate all of the company’s self-service client interactions via the most-used messaging app in the world.

Machine Learning 98

Machine Learning Omnichannel Social Media AI 98

Totango

JANUARY 2, 2024

Christina started the conversation by sharing how, for CDK – a software solutions provider that helps automotive dealerships improve customer experience – data visibility and understanding how their products deliver business outcomes for their customers continue to be the main challenges for her team.

Business Growth 99

Business Growth Customer Journey Map Gaming Sales 99

Beyond Philosophy

MAY 15, 2023

times effectively engage customers on digital channels 2.9 times be highly effective when giving customers a path to self-service 2.9 times effectively engage customers on digital channels 2.9 times be highly effective when giving customers a path to self-service 2.9

Customer Experience 78

Customer Experience Innovation CX Customer Satisfaction 78

DMG Consulting

MARCH 1, 2020

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better. Either way, during the past four decades, touch-tone and/or speech-based IVRs have become the most common form of customer self-service, second only to the web. By Donna Fluss. View this document on the publisher’s website.

Artificial Intelligence 87

Artificial Intelligence Contact Center AI Engineering 87

CommBox

JULY 4, 2021

In times of massive change such as this, brands need to keep abreast of the latest developments in digital customer communication technologies to survive. Today, 67% of customers prefer self-service over speaking to a company representative. . Self Service Solutions. Consider the facts….

Artificial Intelligence 98

Artificial Intelligence Start-ups Customer Feedback Innovation 98