Fonolo

MAY 19, 2022

The customer service climate is constantly evolving, which means your contact center’s operation must adapt to keep up. Contact center technology is a key component of the way your business functions. Industry Report: State of the Contact Center 2022. The Shift to Remote Work. Let’s dive in!

Contact Center 67

Contact Center Technology Technology Artificial Intelligence 67

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification?

Contact Center 82

Contact Center CRM Customer Service Actionable Insights 82

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification?

Contact Center 82

Contact Center CRM Customer Service Actionable Insights 82

DMG Consulting

OCTOBER 6, 2023

Generative AI for the Service World DMG defines Generative AI as “a type of artificial intelligence that leverages deep-learning algorithms to produce new content (e.g., Generative AI is ideal for service organizations due to its ability to create content in response to inquiries.

AI 59

AI Contact Center Artificial Intelligence Omnichannel 59

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. An era where small and medium-sized businesses could provide similar customer service as their larger counterparts. What is CCaaS?

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Hodusoft

OCTOBER 26, 2021

Why should you move from Legacy PBX to Modern Contact Center Software? The one point every business harping upon over the last two years unanimously is customer experience. With innovation, technological advancement, and increasing expectations of customers, modern contact center software has become imperative.

Contact Center 98

Contact Center Omnichannel Artificial Intelligence Machine Learning 98

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. To truly modernize your customer service, you don’t need to choose between AI or human involvement. You need both.

AI 82

AI Customer Service Contact Center CRM 82

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. To truly modernize your customer service, you don’t need to choose between AI or human involvement. You need both.

AI 72

AI Customer Service Contact Center CRM 72

Ameyo Callversations

JUNE 28, 2022

If you are struggling to keep up with the customer communication needs of your business, the chances are that your communication stack is the reason that holds you back. This is where switching to a hosted contact center can make a significant difference. Is a Hosted Contact Center and Call Center the Same Thing?

Contact Center 52

Contact Center Omnichannel AI Sales 52

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases Future Contact Center Outlook, 2025 – 2040.

Outlook 62

Outlook Contact Center Artificial Intelligence Text Analytics 62

DMG Consulting

AUGUST 31, 2021

Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement. The pressure is on for enterprises to improve their customer experience (CX). Investing to enhance contact centers is an excellent and overdue first step. With each passing year, customers are demanding more and “higher touch” service.

Contact Center 59

Contact Center Technology Technology Net Promoter Score 59

Fonolo

FEBRUARY 14, 2023

FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout. Best Processes to Automate in Your Contact Center The rise of AI and machine learning has dramatically – and suddenly – increased the number of call-center processes that can benefit from automation.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

DMG Consulting

SEPTEMBER 13, 2021

The Business Case for Making Contact Center Applications Standard Employee Productivity Tools. Every employee plays a role in delivering an outstanding customer experience (CX), whether in direct contact with customers or supporting customer-facing co-workers. Sep 3, 2021 Donna Fluss.

Contact Center 48

Contact Center Artificial Intelligence Entertainment CRM 48

CSAT.AI

OCTOBER 13, 2020

Machine learning based tech is becoming more sophisticated with virtual influencers , robot assistants , AI making appointments by phone. Acceleration of AI adoption Post-COVID. Already stressed customers would have been further pushed to their limits. Best Uses of AI in Customer Service and CX.

AI 52

AI Machine Learning Customer Service Artificial Intelligence 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

Taylor Reach Group

MAY 30, 2017

It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. In this post, I want to focus on trends that are already starting to ‘bite’ in Call and Contact Centers. . . . AI continues this evolution.

Contact Center 71

Contact Center Artificial Intelligence Customer Journey Map AI 71

Fonolo

MAY 17, 2017

Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. 10 Contact Center Technologies You Should Know. Why does contact center technology matter?

Contact Center 70

Contact Center Technology Technology CRM 70

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. My Customer Service Master Class might be a good fit for training on soft skills.

Contact Center 62

Contact Center Predictive Analytics Artificial Intelligence CRM 62

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In fact, it’s such a huge deal for customers today that it has overtaken price and product as the key brand differentiator.

Contact Center 83

Contact Center Artificial Intelligence Omnichannel Machine Learning 83

CommBox

MAY 11, 2022

Customer service. Because keeping your customers happy isn’t just good for your karma. A whopping 93% of customers will make repeat purchases from companies that offer excellent service, while 83% feel more loyal to brands that respond to – and resolve – their complaints. Contact Form. Knowledge Base.

Customer Service 98

Customer Service Artificial Intelligence Omnichannel CRM 98

DMG Consulting

JUNE 8, 2021

These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of customer sentiment. Product Innovation. Broader Use Cases for IA. Transformational Benefits of IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

UJET

JUNE 25, 2021

As the world begins to reopen post-COVID-19, customer experience is more important than it’s ever been, with 80% of companies saying their core business model needs to go and/or stay digital to remain economically viable. We’re long past the days where customer experience is an afterthought and the contact center is viewed as a cost center.

Customer Experience 82

Customer Experience Contact Center Omnichannel Artificial Intelligence 82

Logicalware

MAY 24, 2023

These hubs of customer support have a rich and fascinating history that dates back several decades. Join us as we embark on a journey through time, unravelling the evolution of contact centres and the pivotal role they play in modern customer service. This is where Puzzel enters the picture.

Artificial Intelligence 52

Artificial Intelligence AI Social Media Innovation 52

Experience Investigators

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Is this the same as Customer Relationship Management, or CRM? So there’s always a case to be made.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

1 to 1

JULY 1, 2020

The contact center industry has always needed to look forward. An overwhelming at-home workforce and consumer base forced the contact center industry to enforce temporary innovations to handle surging volume and traffic. Distributed contact center workforces The crisis completely turned work on its head.

Contact Center 26

Contact Center Healthcare Innovation CX 26

CSAT.AI

MARCH 27, 2023

Requiring customers to open an account after they’ve filled their cart? Behavioral data collection can help identify the key issues with the user experience giving customer service leaders a place to start fixing the problem. But remember that agents are one of the important sources of customer information.

Customer Relationship 63

Customer Relationship CX Sentiment Analysis Social Listening 63

Sprinklr

SEPTEMBER 20, 2021

A quarter were about customer service issues (25%). What technology enables successful complaints management? Delayed resolution = unhappy customers, due to manual and rigid case assignment processes. Will it use AI to automate parts of the process that do not require a human to be involved?

Machine Learning 88

Machine Learning CXM Social Media CRM 88

CSAT.AI

AUGUST 3, 2022

A dedicated customer-focused attitude contributes to Lego’s immense success. Lego has a customer service formula that they abbreviate with FRKE (pronounced ‘freaky’, lol). Instead of hiding their customer service contact info, they have a page dedicated to it. Build solid customer service.

Entertainment 102

Entertainment Sports Innovation Gaming 102

DMG Consulting

DECEMBER 10, 2018

Cloud-based contact center infrastructure (CBCCI) vendors have spent most of the last 20 years playing functional catch-up to the leading on-premise vendors. It’s undeniable that contact center platform vendors are having a highly positive disruptive impact on the pace of innovation in the CBCCI sector.

Contact Center 75

Contact Center Artificial Intelligence CRM Gaming 75

Callminer

FEBRUARY 21, 2018

Nenad is the co-founder & CEO of CroatiaTech , a future technology development company that focuses on software & website development, machine learning, AI, VR, AR and mechatronics. Able to adapt with the future additions and expansions of your other service bundles. Call centers must keep in mind…”. Craig Borowski.

Contact Center 210

Contact Center CRM Technology Technology 210

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Zendesk

SEPTEMBER 5, 2023

Whether you’re a business owner, customer service professional, or curious about the latest trends in customer support, join us as we delve into the potential and benefits of omnichannel contact centers. What is an omnichannel contact center?

Contact Center 52

Contact Center Omnichannel Social Media AI 52

Hodusoft

AUGUST 30, 2022

Companies, especially the call/contact centers, sales and service teams, and many others are reorganizing and updating their communication strategies to stay competitive. With the help of UCaaS services, agents can provide superior customer service. CCaaS is the short form of Contact Center as a Service.

Contact Center 52

Contact Center Social Media ML Technology 52

Hodusoft

JANUARY 1, 2023

But with changing times and a rapidly evolving digital landscape, traditional telephones and switched networks aren’t adequate to handle a torrent of incoming calls or make a massive volume of outgoing calls suitable for a professional call center. What is Call Center Software? How Does Call Center Software Work?

Social Media 52

Social Media Omnichannel Compliance Start-ups 52

Zendesk

JUNE 9, 2022

According to our CX Trends Report, 61 percent of shoppers would switch to a company’s competitor after just one bad customer service experience. Our report revealed that when you offer consumers their preferred option to contact customer support, 93 percent of them will spend more. Image source. gated-cta-in-post].

Omnichannel 98

Omnichannel Social Media CRM Sales 98

DMG Consulting

DECEMBER 7, 2021

Contact Center Transformation: The Next Act. The contact center world is in the early days of a true metamorphosis, one that is going to impact all aspects of these service departments: people, process and technology. It’s Time to Transform. It’s Time to Transform.

Contact Center 48

Contact Center Artificial Intelligence CRM Customer Relationship 48

Zendesk

AUGUST 24, 2021

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts. According to an Accenture report , over 90 percent of B2B leaders believe that providing a great customer experience is the key to reaching their company’s goals. How B2B and B2C customer service differs.

B2B 98

B2B Customer Service B2C Finance 98