Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer.

Contact Center 142

Contact Center CX Gaming AI 142

Ameyo Callversations

NOVEMBER 16, 2021

In a digital-first post-pandemic world, exceptional customer experience has become a priority without stepping out, and organizations are paying close attention to making it happen with inbuilt AI technologies in contact and cloud centers. A report predicts that the AI market size will reach US$ 270 billion by the end of 2027.

Contact Center 96

Contact Center AI Artificial Intelligence Customer Experience 96

Fonolo

MAY 4, 2021

Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors. Budget-conscious center managers are struggling to up their CX game while managing the cost of upgrading their operations. The ROI of Call-Backs for Your Call Center. The result?

Contact Center 152

Contact Center Artificial Intelligence AI Omnichannel 152

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Fonolo

DECEMBER 1, 2022

With the right tools on board, your contact center can increase agent happiness and productivity, while hitting your KPIs and running an efficient operation that scales with ease. . But how do you buy the call center software and choose from the countless options in a very competitive marketplace? billion in 2022 to US $93.7

Contact Center 87

Contact Center Sentiment Analysis Omnichannel Artificial Intelligence 87

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022.

Contact Center 98

Contact Center Technology Technology Social Media 98

DMG Consulting

AUGUST 31, 2018

The Next Act: The AI-Enabled Contact Center. In 2005, 13 years ago, I published the book The Real-Time Contact Center. The idea behind the book was (and still is) conceptually simple – to utilize the real-time capabilities of contact centers to assist people (customers, prospects, partners, public, etc.)

Contact Center 91

Contact Center AI Artificial Intelligence Social Media 91

DMG Consulting

DECEMBER 1, 2020

2020 Contact Center Retrospective. But, despite all of the challenges, a lot of good things have happened, including in the world of contact centers. Surprisingly, contact centers were some of the most successful in getting their employees home and back in operation. Bottom Line.

Contact Center 100

Contact Center Artificial Intelligence Retail Government 100

CSAT.AI

JUNE 29, 2022

Agents learning to perform at the industry comparable level of a guitar legend is supported by effective contact center agent feedback. Not all contact center agent feedback is equal though. Consider using the following nuanced elements to up your feedback game. Feedback is Wanted. 1) Empathy and Expectation.

Contact Center 81

Contact Center Construction AI NPS 81

CSAT.AI

APRIL 5, 2023

Chatbot : A type of conversational AI that provides self-service for customers through a messaging app or other text channel. Conversational AI : A set of artificial intelligence based technologies that can recognize and respond to human speech and text inputs at a human level. Well known examples include ChatGPT and Bard.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Customer Think

MAY 7, 2024

Artificial intelligence (AI) has emerged as a game-changer in […] In today’s fast-paced and highly competitive business landscape, designing and delivering an exceptional customer experience is crucial for building brand loyalty and driving growth.

Artificial Intelligence 78

Artificial Intelligence AI Customer Experience Gaming 78

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. CCaaS is the acronym for Contact Center as a Service. That resulted in the innovation of cloud-based contact center software.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Uniphore

JULY 30, 2021

We are poised to democratize AI and automation so that citizen developers can collaborate with developers and data scientists to make the world of CX better for everyone, with clicks not code. of AI and Robotics users say that their customers rate their CX highly on the NPS scale. Design Experiments Using AI and Low Code Automation.

Innovation 246

Innovation CX Contact Center NPS 246

DMG Consulting

DECEMBER 4, 2023

AI Should Revolutionize Customer Experience 2023 was a tumultuous year for many businesses. 2024 is going to be the year of AI and automation for the CX world. When it comes to contact centers (sales, marketing, service, collections, HR, technical support, etc.),

AI 48

AI Artificial Intelligence Customer Experience Contact Center 48

DMG Consulting

FEBRUARY 13, 2023

Question: Can contact center systems be used in other departments? Contact centers have been ideal prospects for solutions such as workforce management (WFM), real-time guidance (RTG), knowledge management, and gamification because of the many agents who experience great benefits from these applications.

Contact Center 48

Contact Center Artificial Intelligence Gaming AI 48

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Contact Center 246

Contact Center Outlook Gaming Education 246

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. AI in call centers enhances customer satisfaction by helping teams offer faster support.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

Ameyo Callversations

JULY 6, 2022

Here comes the future: Contact Centers that help gain those skills. Technology is best when it brings people together; the future of work at contact centers seems highly bright here. Contact centers set by the companies can do this interaction and communication. What is Driving the Need for Contact Centres

Contact Center 52

Contact Center Artificial Intelligence Technology Technology 52

DMG Consulting

MARCH 10, 2023

5 Applications to Boost Contact Center Performance in a Tough Economy View this article on the publisher’s website. As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX). Gamification.

Contact Center 48

Contact Center Artificial Intelligence Actionable Insights CX 48

Hodusoft

OCTOBER 14, 2022

5 Ways to leverage eCommerce Contact Center Software to improve CX. The e-commerce contact center has been realized as one of the most powerful tools in this battle. The blog explains the role of contact center software for e-commerce businesses and how its features can drive business success.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

CSAT.AI

JULY 10, 2019

There are many challenges to outsourcing to a contact center. What about the company that outsources their contact center needs but still wants a seamless experience? Choosing a contact center or a customer service consultant, like The Workforce Pro , that makes learning brand personality a priority is vital.

Contact Center 69

Contact Center Sentiment Analysis Gaming B2C 69

Fonolo

APRIL 10, 2019

Contact center software and CRM software have been on a slow collision course for decades. The game is over. The game is over. How to Reduce Contact Center Costs AND Improve Customer Service. Who should watch: VPs & Directors of Contact Centers. How can we make this more concrete?

Contact Center 98

Contact Center CRM Gaming Customer Service 98

DMG Consulting

NOVEMBER 13, 2018

Question: I keep hearing about “smart” contact center solutions that use artificial intelligence. Answer: Answer: Artificial intelligence (AI) is a branch of computer science focused on the development of computer programs and machines to solve complex problems by simulating behaviors associated with intelligent beings.

Artificial Intelligence 69

Artificial Intelligence Contact Center Machine Learning Gaming 69

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them.

Contact Center 73

Contact Center Artificial Intelligence Social Media Gaming 73

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

Fonolo

MAY 22, 2019

Now that Game of Thrones has ended, you’re probably thinking, “What should I do with all of the extra time I have now?” In addition to today’s batch of four reports, please check out our new re-issued report on managing call spikes in the contact center. Ventana’s Value Index for Cloud Contact Centers (2018).

Contact Center 57

Contact Center AI Technology Technology 57

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

DMG Consulting

AUGUST 17, 2017

These 8 Technologies Are Transforming the Contact Center. Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. Cloud-based contact center infrastructure (ACDs and dialers). August 2017. By Donna Fluss. Self-service.

Contact Center 69

Contact Center Technology Technology Machine Learning 69

Fonolo

FEBRUARY 2, 2023

In the call center world, efficiency is the name of the game. Call center automation software is essential to accomplishing this goal. Depending on your unique operational needs and gaps, you may use a different combination of technologies to automate your contact center. How to Buy Contact Center Software 1.

Contact Center 140

Contact Center Sentiment Analysis AI Machine Learning 140

DMG Consulting

APRIL 20, 2020

What’s New in the World of Contact Center WFM. With so much going on in the world and many “fires” to put out, it’s tough to think about the future of our contact centers. The most important task for contact center leaders is to take care of their employees. By Donna Fluss.

Contact Center 48

Contact Center Artificial Intelligence Transportation Gaming 48

Fonolo

JANUARY 10, 2023

Wondering how to use artificial intelligence (AI) in your call center? It’s a hot topic, and many call center managers want to know what this rapidly evolving technology will mean for their organizations. Some people worry that AI is dangerous. The first thing to know is that AI is not something to fear.

Artificial Intelligence 91

Artificial Intelligence Contact Center Machine Learning Data Entry 91

VOZIQ

NOVEMBER 28, 2023

In the ever-evolving landscape of subscription businesses, AI is reshaping the game. However, many enterprise churn prediction solutions deploy black box AI, that’s good with crunching data and scoring customers but lack the ability to explain how specific customer scores are derived.

Customer Retention 40

Customer Retention AI Gaming Contact Center 40

Taylor Reach Group

JULY 17, 2019

As an expert in contact center management, I have encouraged my clients, particularly those in the utilities industry, to use robocalls to provide timely updates during outages and to inform customers about upcoming changes to their service. This could end up becoming a cat and mouse game even James Bond would find formidable.

Contact Center 90

Contact Center Machine Learning Gaming Start-ups 90

Uniphore

SEPTEMBER 9, 2021

Artificial intelligence (AI) is a field that often attracts hyperbole and misinformation fueled by a general lack of understanding. Popular media hasn’t done much to help the public image of AI, with stories of machines capable of thinking for themselves, stealing people’s jobs and threatening humanity. Reinforcement Learning.

Real Estate 100

Real Estate AI Machine Learning Artificial Intelligence 100

DMG Consulting

SEPTEMBER 12, 2019

Digital Transformation Initiatives for Contact Centers. In contact centers, digital transformation is often thought to mean converting from a multi-channel environment to omni-channel engagement, but it is so much more. They are “game changers” for organizations and their customers. Final Thoughts.

Contact Center 48

Contact Center Artificial Intelligence Predictive Analytics AI 48

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people. They were designed to help your agents deliver a better customer experience.

AI 82

AI Customer Service Contact Center CRM 82

Customer Service Life

MAY 21, 2018

But how many would list quality assurance, a standard contact center metric, as a customer experience metric? In the modern contact center, these ARE customer experience metrics. Use AI to augment agent performance as it makes sense. What about average handle time, service level, or agent attrition?

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68