Uniphore

JANUARY 25, 2022

Ah, 2022, a new year. After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.” Here are some of my predictions for 2022…. 1 tech trend for 2022. A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Hodusoft

JULY 20, 2022

Gartner’s GetApp Names HoduCC a Category Leader in Contact Center Software. It’s pretty exciting to see that HoduSoft has bagged the 6th rank in GetApp’s Category Leader list for contact center software , published by Gartner Digital Markets Report. getapp’s category leader in contact center.

Contact Center 52

Contact Center Social Media Omnichannel Customer Loyalty 52

DMG Consulting

JANUARY 17, 2023

DMG Consulting Releases 2022–2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market R eport. AI-enabled solutions to meet CX and EX expectations and demands. Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

DMG Consulting

JANUARY 10, 2022

How to Make 2022 The Year of the CX. It’s been an extremely challenging two years, a period of time filled with ups and downs, hopes and fears, conflicting information, disruption of everything, massive innovation, and more. Welcome to 2022. The post How to Make 2022 The Year of the CX appeared first on DMG Consulting.

Net Promoter Score 83

Net Promoter Score CX Contact Center Gaming 83

Steven Van Belleghem

DECEMBER 6, 2021

Sydney Brouwer, Author & Keynote Speaker on Customer Experience & Customer-Centricity: The rising value of the customer service hero. Service reps in contact centers, employees in retail shops and staff in hotels and restaurants are just some examples of jobs that usually pay little and have few (if any) benefits.

CX 123

CX Customer Experience Non-Profits Social Media 123

Shep Hyken

DECEMBER 2, 2022

This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. He shares the benefits of excellent customer experience for your customers and employees. At the heart of all contact centers sit the agents.

Contact Center 65

Contact Center Customer Experience Artificial Intelligence Omnichannel 65

Ameyo Callversations

AUGUST 24, 2022

But, on the other hand, many businesses like yours want to implement cost-cutting measures irrespective of the resulting quality of customer support. Conversational AI, as a leading contact center automation technology, stands at the convergence of these two business sides. Increased Use of AI in Contact Centers.

AI 52

AI Sentiment Analysis Contact Center Artificial Intelligence 52

DMG Consulting

JUNE 8, 2021

The more advanced IA offerings have expanded their capabilities and benefits far beyond their initial contact center audience but are struggling to demonstrate their value to customer experience (CX) executives who continue to concentrate on marketing and sales functions. Product Innovation. Broader Use Cases for IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

DMG Consulting

SEPTEMBER 13, 2022

September, 2022. Driven by customer expectations for a great experience, increased demand for self-service, the need to empower employees throughout the enterprise, and the rise of artificial intelligence (AI), KM solutions are being purchased to meet a wide range of requirements. Selecting the Right KM for your Contact Center.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

CSAT.AI

NOVEMBER 2, 2022

In The Salesforce State of Service Report 2022, 85% of decision makers felt EX and CX are directly linked. From the same report: 83% of customers expect immediate access to service; and 78% of agents have a hard time meeting efficiency goals and providing great service simultaneously. EX: Employee Effort.

CX 82

CX Customer Service Non-Profits Sentiment Analysis 82

Fonolo

JANUARY 29, 2019

You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). respondents as the most frustrating aspect of the customer service experience. This is listed by 34% of U.S.

Contact Center 85

Contact Center Omnichannel Entertainment Social Media 85

MattsenKumar

SEPTEMBER 21, 2023

According to PwC , 73 percent of customers now say CX is the one thing they consider when deciding whether to purchase from a company. The Meteoric Rise of Speech Analytics The gradual rise in customer expectations has driven businesses to invest in innovation like Speech Analytics lately. billion in 2022 to USD 5.1

CX 52

CX Non-Profits Sentiment Analysis Artificial Intelligence 52

DMG Consulting

JANUARY 20, 2022

Departments that had previously taken a negative view of remote work, including contact centers, found out by necessity that this was a viable option for them. One reason for this is that contact centers have many applications and tools at their disposal to oversee and manage the performance of their agents.

Contact Center 54

Contact Center Government Touchpoint CX 54

Beyond Philosophy

APRIL 14, 2022

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). McDermott recognizes that the contact center as a cost center is a strong mentality.

Customer Satisfaction 78

Customer Satisfaction Contact Center Customer Acquisition CX 78

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Retail 83

Retail AI Customer Experience E-commerce 83

Lumoa

APRIL 28, 2024

At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email. Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Shep Hyken

NOVEMBER 28, 2022

When CEOs Engage Directly with Customers by G. Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated. He has more than 20 years of experience as a customer service and contact center professional leading high-performing teams.

Customer Service 11

Customer Service Contact Center Social Media Manufacturing 11

SurveySensum

JULY 20, 2023

The issues could be – declining product or service quality, lack of innovation or outdated offerings, unfavorable customer service experiences, or uncompetitive pricing compared to alternatives. According to a study conducted by Salesforce , 76% of customers expect companies to understand their needs and expectations.

Retail 52

Retail Customer Feedback CX Social Media 52

Comm100

FEBRUARY 20, 2018

Articles about Chatbots boast the innovation that they bring to the table and paint artificial intelligence (AI) as the future of customer service and marketing. Findings from analysis firm Juniper Research show that Chatbots are expected to trim business costs by more than $8 billion per year by 2022.

Contact Center 53

Contact Center Artificial Intelligence AI Social Media 53

1 to 1

DECEMBER 13, 2021

Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience? Are we keeping our CX vows to customers and employees? Modern customer expectations call for true omnichannel customer experiences.

CX 26

CX Customer Journey Map Customer Retention VOC 26

Intercom

DECEMBER 14, 2023

Over the past 12 months, everyone has been racing to keep up with the relentless pace of innovation: rethinking business strategies, building new solutions, and preparing teams for the massive changes on the horizon. That transformative power is most evident in the customer service space. Same with customer expectations of the tech.

AI 98

AI Start-ups Legal Technology 98