Futurelab

APRIL 4, 2023

As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. As I believe – or actually, know – that a well executed VOC programme is essential for any company that wants to be customer centric, this pains me.

VOC 130

VOC NPS Predictive Analytics Actionable Insights 130

Uniphore

NOVEMBER 11, 2021

Customers unable to access their branch locations increasingly took to digital channels for their customer service needs. Today, conversational AI is helping businesses capitalize on every customer interaction across every channel. For the finance industry, the global pandemic was a watershed moment.

Net Promoter Score 130

Net Promoter Score Contact Center NPS Finance 130

Win the Customer

DECEMBER 12, 2023

In today’s fast-paced digital landscape, the customer journey spans various touchpoints and channels. Businesses strive to deliver seamless experiences across these platforms, yet the challenge of maintaining consistency and personalization persists.

Omnichannel 69

Omnichannel AI Social Media Machine Learning 69

Uniphore

NOVEMBER 23, 2021

Uniphore and Tech Mahindra jointly create exceptional customer experiences and improve service outcomes by supporting customer service automation. Uniphore and Tech Mahindra have joined together to transform customer services and to ensure that every customer has a voice. Uniphore and Tech Mahindra Partnership.

E-commerce 130

E-commerce Innovation Compliance AI 130

Customer Think

APRIL 11, 2023

Specifically, utilizing AI automation platforms in contact centers can drive down costs and improve customer experiences. Voice Recognition Over the last 20 years or so, efforts have been underway to […] AI-driven automation can be a solution.

Contact Center 98

Contact Center AI Customer Experience Technology 98

Fonolo

NOVEMBER 8, 2022

Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. Understand Customer Behavior. Gather your customer data and really dig into their behavior and expectations. Customer Portal.

Contact Center 156

Contact Center Start-ups Technology Technology 156

Fonolo

JANUARY 12, 2021

After trying out CISCO call-backs, several of our customers have returned to us because they often fail under high-volume. NICE is one of the world’s largest cloud-based contact center platforms. Five9 is another leading cloud-contact center platform, with a pretty good call-back feature. Genesys Virtual Hold Competitor.

Contact Center 137

Contact Center Technology Technology 137

Intercom

MARCH 7, 2024

Over the last decade, support tech stacks have become fragmented and clunky, slowing support teams down and holding them back from providing fast, personal customer experiences. Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale.

AI 59

AI Customer Service Engineering Voice of the Customer 59

Logicalware

FEBRUARY 11, 2024

Three years ago, Sutton Council embarked on a transformation project to revamp its customer service strategy, including its telephony system and hardware. Fostering resident trust and reliability “At Sutton Council, prioritising customer service is paramount to our organisational values.

Technology 59

Technology Technology CX Omnichannel 59

Hodusoft

APRIL 1, 2024

HoduCC Named Category Leader in 2024 GetApp Awards GetApp, a trusted online platform facilitating businesses in selecting the most suitable software solutions, has named HoduCC as one of the recipients in the 2024 GetApp Awards. What sets HoduCC apart is its comprehensive approach to customer interaction management.

Contact Center 52

Contact Center Social Media Innovation Customer Satisfaction 52

Win the Customer

MARCH 22, 2021

The use of cloud collaboration services doesn’t only keep track of tasks, but it also gels the team together under a simplified platform. The need to keep track of expenditures, income, customers, and payroll is time-consuming. Running and maintaining a small business is a challenge. Accounting Software.

Technology 188

Technology Technology Finance Start-ups 188

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. Both solutions also support more than 60 international languages.

VOE 83

VOE VOC Unstructured Data Artificial Intelligence 83

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 73

Customer Service Social Media Omnichannel AI 73

Logicalware

FEBRUARY 18, 2024

Delivering on their promise of reliable and effortless customer service In 2022, the Royal Borough of Kingston Council sought a new contact centre provider after experiencing downtime with their legacy system. The solution came swiftly in Puzzel, offering a cloud-based omnichannel platform. We saw the value in Puzzel straight away.

Government 59

Government Omnichannel AI Touchpoint 59

Intercom, Inc.

MAY 11, 2022

IVR stands for interactive voice response, and is a tool typically used to respond to customer queries at call centers. . IVR deflection is a specific technique that seeks to improve the IVR customer experience, allowing customers to have a multichannel experience. . Benefits of IVR deflection.

Contact Center 118

Contact Center Education Customer Service Technology 118

Beyond Philosophy

JANUARY 26, 2024

Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. The biggest mistake people make in customer research is not doing it often enough. Frequently, clients hand me their most recent customer research—and it’s from seven years ago. Click here.

Customer Survey 89

Customer Survey CX 89

Fonolo

FEBRUARY 16, 2021

Here are the latest and greatest call center technologies: AI-Powered Voice Biometrics & Analysis. The last year demonstrated that the voice channel isn’t going anywhere. The last year demonstrated that the voice channel isn’t going anywhere. Voice isn’t going anywhere; it’s just going to get better.

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Why is Customer Trust Important for Startup Brands? Let’s get started!

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Comm100

NOVEMBER 8, 2023

In the vibrant universe of the gaming and online gambling industries, VIP players aren’t just valued customers; they’re akin to brand ambassadors. Enter the era of AI-assisted communications, live chat, omnichannel support, voice bots, and much more. Historically, the tools of the trade have been emails and phone support.

Gambling 52

Gambling Gaming Omnichannel Social Media 52

Hodusoft

NOVEMBER 29, 2023

This recognition highlights HoduSoft’s commitment to innovation and offering advanced contact center solutions to empower businesses to deliver exceptional customer experiences. Through this platform, attendees can learn the best practices to proficiently navigate challenges and accelerate growth.

Omnichannel 52

Omnichannel Contact Center Social Media Innovation 52

Fonolo

MARCH 30, 2021

This feature displays data for each incoming call, including time before the customer abandoned the call. Today’s customers expect to be able to reach you on any platform. One of the best ways to reduce abandonment rates and increase customer satisfaction is to offer a call-back solution. Take an omni-channel approach.

Contact Center 147

Contact Center Social Media Customer Satisfaction Start-ups 147

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. I see CX as a Service.

B2B 83

B2B Customer Experience Voice of the Customer Government 83

Fonolo

AUGUST 11, 2022

Virtual call-backs have singlehandedly revolutionized the call center customer experience over the last few years. They share the same name, but film industry call-backs are quite different from the ones that improve the customer satisfaction (CSat) scores in the contact center. Let us explain! What are Virtual Call-Backs?

Contact Center 87

Contact Center Technology Technology Customer Loyalty 87

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. One of the best analysis techniques available is the voice of customer (VoC) template. Business owners have always sought out customer opinions.

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

Ameyo Callversations

DECEMBER 15, 2021

So what does this mean for you, your business, and your customers? Customer Engagement and AI Chatbots. The basic mantra of customer engagement is to engage with the right audience at the right time, prompting them to make a favorable decision. Why is Conversational AI Great For Engaging Customers? Available 24/7.

AI 98

AI Artificial Intelligence Touchpoint Social Media 98

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. Check out our article “Customer Experience, whose business is it?”

Customer Experience 83

Customer Experience Predictive Analytics Close the Loop CX 83

Zendesk

OCTOBER 31, 2023

Generative AI Voice Analytics Generative AI Voice Analytics (Support) rapidly assesses the call with an AI-generated narrative summary of its progression. Generative AI Voice Analytics Generative AI Voice Analytics (Support) rapidly assesses the call with an AI-generated narrative summary of its progression. The outcome?

Sentiment Analysis 52

Sentiment Analysis AI Legal Finance 52

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

Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Net Promoter Score 118

Net Promoter Score Customer Experience NPS Education 118

Hodusoft

AUGUST 21, 2023

This esteemed event is a perfect platform for HoduSoft to exhibit its cutting-edge communication solutions and showcase its commitment to innovation. This esteemed event is a perfect platform for HoduSoft to exhibit its cutting-edge communication solutions and showcase its commitment to innovation.

Contact Center 52

Contact Center Innovation Manufacturing Omnichannel 52

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. Between the 1960s and 1990s, the invention of IP PBX , Interactive Voice Response (IVR) system, and voicemail system changed the way businesses used to communicate.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

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. The original interactive voice response system (IVR) might be better known to customers as a phone menu. Read on for a crash course! What is Visual IVR?

Contact Center 91

Contact Center Technology Technology Customer Satisfaction 91

Fonolo

DECEMBER 16, 2021

A good call center leader understands the importance of customer service. That means nothing if your customers are displeased with their experience with your brand. . If social media part is not part of your contact center’s customer service vision , you’re missing out on valuable business opportunities, like: . Cost savings.

Social Media 146

Social Media Customer Service Contact Center Close the Loop 146

Ameyo Callversations

AUGUST 9, 2022

Also, in today’s technology-evolving world, customer experience is the topmost priority for companies but a significant challenge too. As a result, companies have been trying hard to automate customer interaction without hampering the experience with them. of smartphone users will be using voice assistants by 2023.

Technology 52

Technology Technology Artificial Intelligence Sales 52

SurveySensum

FEBRUARY 26, 2024

Are you actively listening to the voices of your employees about your company? By LISTENING TO THE VOICE OF EMPLOYEES with the help of a robust employee feedback tool. And how do you listen to the voices of your customers? And how do you listen to the voices of your customers? But how to do that?

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 52

Fonolo

FEBRUARY 14, 2023

By automating these simple tasks, you can lighten the load for your call center employees so they can focus on tackling more complex issues, like customer care. Improve customer satisfaction With the right automation tools in place, improved customer satisfaction is sure to follow.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

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. How does it benefit organizations and customer experience?

AI 74

AI Customer Service Technology Technology 74