Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. Poor customer support not only affects satisfaction but can also harm the reputation of financial organizations. percent from USD 90.57

Contact Center 52

Contact Center Compliance Social Media AI 52

Execs In The Know

MARCH 7, 2024

At the heart of this transformation lies the unique relationship between generative AI and big data. As financial institutions (FIs) face greater competition and steeper customer expectations, it’s clear that the convergence of generative AI and big data is not just a trend but a necessary paradigm shift.

AI 111

AI Actionable Insights Innovation Compliance 111

Ameyo Callversations

JANUARY 19, 2022

Contact centers act as a spine of good customer experiences. A modern contact center is a primary location that shapes both inbound and outbound communications with customers using various customer engagement channels and strategies; however, its success totally relies on meeting and exceeding customer expectations.

Contact Center 105

Contact Center Touchpoint Social Media Customer Expectations 105

Ameyo Callversations

JULY 10, 2022

Irrespective of the business type, the importance of a robust customer support strategy cannot be undermined. This is what keeps contact centers at the core of such a strategy. With rising customer expectations, most contact centers handle tremendous pressure to do more with fewer resources.

AI 52

AI Customer Service Contact Center Social Media 52

Fonolo

JANUARY 20, 2022

Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition. The first step to success is knowing what to expect.

Contact Center 81

Contact Center Omnichannel Social Media Retail 81

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.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win.

Contact Center 121

Contact Center AI Technology Technology 121

Hodusoft

OCTOBER 14, 2022

5 Ways to leverage eCommerce Contact Center Software to improve CX. With greater internet accessibility and drastic change in customer behavior, the age of e-commerce began and continues to grow. According to Statista , the e-commerce sales figure is expected to reach 8.1 What does an e-commerce contact center do?

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

VOZIQ

DECEMBER 22, 2023

Reston, VA,  December 21, 2023 : VOZIQ AI, a leading provider of Predictive Customer Intelligence Solutions for subscription-based recurring-revenue businesses, is pleased to announce its strategic partnership with AMP Smart to offer AI-enabled proactive customer loyalty solution aimed at maximizing Customer Lifetime Value (CLV).

AI 52

AI Customer Loyalty Artificial Intelligence Machine Learning 52

Ameyo Callversations

JUNE 28, 2022

Irrespective of the type of business you run, your customers expect a lot in terms of proactive communication. This is one reason behind the tremendous growth of the customer support industry worldwide. As per statistics , the global customer experience management market size is expected to grow at a CAGR of 18.1%

Contact Center 52

Contact Center Omnichannel AI Sales 52

Fonolo

JANUARY 15, 2019

This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018.

Contact Center 80

Contact Center Artificial Intelligence Omnichannel AI 80

Comm100

JUNE 5, 2018

AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while. From the early days of Science Fiction and Kubrik’s groundbreaking 2001: A Space Odyssey to the more recent chess match between Deep Blue and Kasparov, AI has long captured our imaginations. How AI can be Used in the Contact Center.

Contact Center 49

Contact Center AI Artificial Intelligence Machine Learning 49

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

MattsenKumar

OCTOBER 12, 2023

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

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

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. Competition and expectations go hand-in-hand – as the former rises, so too does the latter. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service.

Customer Service 85

Customer Service Healthcare AI Artificial Intelligence 85

DMG Consulting

MARCH 8, 2019

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud.

Contact Center 72

Contact Center Innovation Artificial Intelligence Machine Learning 72

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers.

Contact Center 52

Contact Center Customer Service Social Media Omnichannel 52

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. Read on for an introduction to call center automation, plus our top software picks!

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Fonolo

JANUARY 31, 2019

It’s a challenging time for customer service executives. Customer expectations are higher than ever … and competition is stiff. Roughly 82% of customers are willing to leave a brand because of poor customer service. The protagonist prepares for a long journey through the customer service galaxy.

Customer Service 93

Customer Service Artificial Intelligence Social Media Contact Center 93

Uniphore

JUNE 10, 2021

63% of customers churn after a bad experience* 60% of agents state they more helpful tool to handle complex customer interactions † 53% of contact centers find it harder to train agents effectively*. Effective coaching not only keeps agents from walking out, it also makes them better customer service providers.

Contact Center 147

Contact Center AI NPS Technology 147

Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. Proactive customer engagement takes off. “By

Customer Service 86

Customer Service Omnichannel CRM Contact Center 86

Ameyo Callversations

AUGUST 24, 2022

While they expect unforgettable interactions with brands or businesses, responding to them via their preferred channel can be quite challenging. This is where conversational AI plays a vital role by delivering efficient customer interactions and fast responses to their queries. billion by 2026. But that’s not all of it.

AI 52

AI Sentiment Analysis Contact Center Artificial Intelligence 52

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

CSAT.AI

APRIL 26, 2023

An in-house customer service team that is steeped in company culture sounds great. There are many situations where customer service business outsourcing, or CS BPO, makes sense to save time and money. Engaging a BPO that specializes in customer care and support could be the very answer a company in your situation needs.

Customer Service 82

Customer Service Sentiment Analysis Sports Start-ups 82

Fonolo

NOVEMBER 4, 2021

While this sparked big challenges for contact centers suddenly faced with overwhelming call volumes , it did have an unexpected silver lining around remote work. Plus, the work-from-home landscape has also changed the way contact centers use call center technology and software as well. Higher customer expectations.

Technology 87

Technology Technology Contact Center Artificial Intelligence 87

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. Learn more about Customer Service Master Class.

Contact Center 62

Contact Center Predictive Analytics Artificial Intelligence CRM 62

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. AI Briefing – May 3, Atlanta, GA. ICMI Contact Center Expo – May 21 -24, Orlando, FL.

Contact Center 62

Contact Center Customer Experience Artificial Intelligence Government 62

1 to 1

APRIL 28, 2022

As retailers contend with the latest slate of challenges—inflation, snarled supply chains, the return to experience spending—there’s no overstating the importance of having a high-quality contact center. What is the difference between a captive contact center and outsourcing? Hiring the right people.

Contact Center 26

Contact Center Retail CX AI 26

Ameyo Callversations

JUNE 1, 2022

Conversational AI facilitates accessible communication between humans and machines through text or speech. The best form of conversational AI can create natural human sort of interactions. 70% use bots to retrieve information for their agents so they can offer recommendations to customers and resolve their queries in quick time.

AI 52

AI Artificial Intelligence CX Machine Learning 52

Customer Think

APRIL 26, 2024

When it comes to do less with more in customer service, the answer is AI. This article will set you up to success with the right knowledge of conversational and generative AI in the system. The budget is in flux and customers expecting more. For a sales professional, its always hectic.

CRM 57

CRM AI Customer Expectations Sales 57

CSAT.AI

NOVEMBER 2, 2022

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. Customer service professionals need adequate tools and support to meet growing customer demands or brands risk churn on both sides.

CX 82

CX Customer Service Non-Profits Sentiment Analysis 82

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. You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Which Platform Fits Your Needs?

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Lumoa

JANUARY 15, 2024

Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. This omnichannel approach gives companies a chance to have a one-to-one conversation with customers on their chosen platform. Of course, chatbots can’t answer every query.

Customer Experience 83

Customer Experience Artificial Intelligence Net Promoter Score Touchpoint 83

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. Source: ArenaCX Customers are 5.1

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

MattsenKumar

MAY 7, 2024

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Satisfaction 52

Customer Satisfaction Contact Center Customer Service CRM 52

Fonolo

AUGUST 13, 2019

Advances in Artificial Intelligence (AI) are changing interactions between customers and brands and are allowing many of these processes to become automated. But how do we educate ourselves on current customer service practices when the rate of change is near impossible to keep up with? Repeat Customer.

Customer Service 108

Customer Service Artificial Intelligence Retail Education 108