Execs In The Know

FEBRUARY 21, 2024

People are excited about AI and hyperautomation , and for a good reason. AI has the potential to automate complex enterprise tasks that involve human thinking and related behavior. AI-driven hyperautomation for the enterprise looks like the current state of self-driving cars.

Contact Center 98

Contact Center AI Healthcare Start-ups 98

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

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

Zendesk

JANUARY 25, 2024

What is an AI call center? An artificial intelligence (AI) call center is a customer service operation that uses AI technologies to manage customer inquiries, interactions, and tasks across voice and digital channels. Here are a few notable examples.

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AI Artificial Intelligence Contact Center Machine Learning 52

VOZIQ

APRIL 15, 2024

VOZIQ AI’s AI Center of Excellence (ACE) to work as an extension of the Hawx team to manage the AI solution, improve the retention metrics and grow business value by improving customer lifetime value. Deploying a contact-center agent UI that displays customer risk and revenue opportunities. .

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AI Customer Loyalty Artificial Intelligence Machine Learning 52

DMG Consulting

DECEMBER 4, 2023

AI Should Revolutionize Customer Experience 2023 was a tumultuous year for many businesses. Artificial intelligence is changing the business landscape, and while guardrails and regulation are necessary, its possibilities are unbounded. 2024 is going to be the year of AI and automation for the CX world.

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AI Artificial Intelligence Customer Experience Contact Center 48

Hodusoft

MAY 10, 2024

A Comprehensive Guide to Virtual Call Center and Contact Centers Even though virtual call centers and contact centers have been around for quite some time, they have gained widespread popularity in the last four to five years only. What Are Virtual Call Centers and Contact Centers?

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Contact Center Social Media Compliance Artificial Intelligence 52

DMG Consulting

APRIL 8, 2024

AI-Enabled WFM Promotes Efficiency and Flexibility View this article on the publisher’s website. Artificial intelligence (AI), automation, and the need for new capabilities to address asynchronous and digital interactions are driving a welcome transformation of these solutions. These solutions were identified by 37.5

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AI Contact Center ML Artificial Intelligence 48

DMG Consulting

AUGUST 10, 2023

This edition of the Report focuses on contact center and service-related uses of interaction analytics (IA) and a growing number of enterprise-wide use cases, as these solutions become more effective at capturing, identifying, and delivering actionable insights into the customer and employee experience.

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Contact Center Artificial Intelligence AI Actionable Insights 48

DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.

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Contact Center Artificial Intelligence AI Customer Relationship Management 48

Execs In The Know

MAY 23, 2024

May 23, 2024 — Global customer experience (CX) industry leader Execs In The Know has partnered with COPC, the global leader in the training and certification of the COPC CX Standard , to present a comprehensive 2.5-day day live training: Foundations in AI for CX Certification Program. PHOENIX, Ariz.,

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AI CX Innovation Contact Center 52

DMG Consulting

APRIL 19, 2023

It also explores how new artificial intelligence (AI)-based technology continues to vastly improve the accuracy, flexibility, and usability of WFM solutions and revolutionize contact center staffing paradigms. Both groups aim to deliver a new and more effective generation of WFM solutions.

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Artificial Intelligence Contact Center AI Innovation 48

1 to 1

FEBRUARY 13, 2024

If 2023 was a year of revelation, zeal, and anything-is-possible hopes for artificial intelligence’s potential, 2024 is shaping up as a year of action. Subpar CX gives rise to human-AI balance Now that they’ve had some degree of exposure to AI in customer support, and not all of it delightful, some consumers are thinking: Meh.

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AI Construction Artificial Intelligence Contact Center 26

Execs In The Know

JANUARY 23, 2024

Using Technology to Support Workers – Not Replace Them At the same time the surge in artificial intelligence (AI) capabilities has inspired both optimism and trepidation among technology industry leaders. AI is poised to have a similar effect today, reshaping the labor market in unexpected ways. helping people.

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AI Artificial Intelligence Contact Center Transportation 52

Hodusoft

FEBRUARY 6, 2024

HoduSoft Ready to Shine at IT EXPO 2024: Showcasing its Powerful Communication Solutions Over the past few years, the communication landscape has undergone major transformations, driven by advanced technologies, changing customer expectations, and an increase in digital platforms. Ask for a Free demo!

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Omnichannel Social Media Artificial Intelligence Contact Center 52

Uniphore

JANUARY 25, 2022

However, in artificial intelligence (AI), the feeling is anything but cautious. While the rest of the world was scrambling to course-correct in the wake of the global pandemic, AI was undergoing nothing short of a revolution. Emotion is the Next AI Frontier. Video-based AI software is the answer to that demand.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Uniphore

NOVEMBER 16, 2021

Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. Banking contact center interactions are expected to remain elevated through 2024.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

1 to 1

JANUARY 25, 2024

It’s not whether you have AI, it’s how you use it. That was the main theme at the National Retail Federation (NRF) “Big Show ,” which recently brought thousands of retailers, technology companies, and customer experience experts together over four days at New York City’s Javits Center. The topic of AI was everywhere.

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Retail AI Artificial Intelligence Contact Center 26

Execs In The Know

FEBRUARY 7, 2024

.” The idea of a talking, decision-making artificial intelligence like KITT wasn’t just cool; it felt like a peek into the future. I daydreamed about someday being Michael Knight, teaming up with my AI sidekick to make a difference. Guest post written by Jeff Fettes, Founder and CEO of Laivly.

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Artificial Intelligence Customer Experience Transportation Contact Center 52

Execs In The Know

APRIL 25, 2024

The Enterprise Conversational AI market is fundamentally broken. Forbes 2023 ] On the other hand, the demand is the highest it’s ever been with the Generative AI market size expected to reach $66.62 billion by the end of 2024 and expected to grow to $1.3 billion by the end of 2024 and expected to grow to $1.3

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AI CXM Engineering Business Operations 52

SurveySensum

NOVEMBER 9, 2023

If you want to elevate CX in 2024, you need to build a customer-centric culture and properly manage your employees. The customer needs to reach out to your contact center. Implement AI voice generation Your workforce can only achieve so much without help. With tools like AI voice generation, this can all be automated.

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CX Customer Experience AI Artificial Intelligence 52

Execs In The Know

JANUARY 12, 2024

It’s something we’ve learned a thing or two (or four) about as the vendor that’s launched the most LLM-powered AI assistants in the market to date. One of the initial decisions that significantly impacts the performance of a customer-facing LLM assistant is the design guardrails for what and how the AI Assistant should respond to customers.

AI 105

AI Legal Artificial Intelligence Customer Experience 105

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Essential and impactful tools in the AI-based service revolution. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Background: .

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AI Contact Center Artificial Intelligence Innovation 48

Execs In The Know

APRIL 5, 2024

Read on as these CX experts (who, combined, share nearly a century’s worth of experience) provide insights on how brands can balance operational efficiency and customer-centricity in the digital age, how to offer a seamless channel experience in the quest for customer delight and loyalty, and how to navigate the era of CX AI and automation.

Contact Center 52

Contact Center AI Social Media CX 52

DMG Consulting

APRIL 13, 2022

AI-enabled new-gen WFM revolutionizes the staffing paradigm. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . The Report examines the business, market and technology trends and challenges confronting contact centers in the midst of the Great Resignation.

Artificial Intelligence 48

Artificial Intelligence Contact Center Predictive Analytics Innovation 48

Execs In The Know

JANUARY 10, 2024

Few can deny the transformative power of AI, with customer experience (CX) set to see some of its biggest and most immediate impacts. There’s always a gap between the development and adoption of new technologies, and AI is no different. Year 5: Agent as conductor, AI as driver Within five years, agents will no longer just be experts.

AI 52

AI CX Sentiment Analysis Touchpoint 52

DMG Consulting

AUGUST 16, 2022

The market is experiencing a major shift from the self-service systems of old—touch-tone-based or speech-enabled interactive voice response systems (IVRs)—to the new generation of conversational artificial intelligence (AI)-based IVAs. IVAs Are Not Just a Contact Center Solution. Like what you’re reading?

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Contact Center Artificial Intelligence AI ML 48

DMG Consulting

JUNE 30, 2021

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021-2022 Robotic Process Automation Product and Market Report.

Contact Center 59

Contact Center Artificial Intelligence AI Technology 59

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG’s 13 th annual report on the contact center workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector.

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Predictive Analytics Contact Center Machine Learning Artificial Intelligence 62

Shep Hyken

APRIL 8, 2022

This week, we feature an article by Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise. He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management.

Retail 72

Retail Customer Experience Contact Center Omnichannel 72

Steven Van Belleghem

MAY 19, 2020

Here are the components of the contact center of the future: A Hybrid Model. Most of the reactions below, mention automation as well, obviously: AI, analytics, chatbots, voice assistants, etc. Contact centres are not “safe” from that at all. Thanks to all contact center experts for sharing their expertise and wisdom.

Contact Center 52

Contact Center Start-ups E-commerce Innovation 52

MattsenKumar

JUNE 6, 2021

While inbound contact centers must implement omnichannel expertise to offer first call resolution, outbound centers can leverage it to generate qualified leads with minimum effort. How adopting cloud infrastructure help a contact center? With CDNs centers located in one country can cater to a global audience.

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Technology Technology E-commerce Artificial Intelligence 52

DMG Consulting

OCTOBER 17, 2019

Extraordinary demand brings new opportunities for human capital in the age of AI. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report.

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Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48