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

Uniphore

SEPTEMBER 22, 2021

AI-powered interaction analytics gives you real-time insights to guide your agents and optimize the conversation as well as post-interaction analytics to inform customer experience decisions and strategies, automate and improve compliance and quality control, and improve agent performance. Omnichannel conversation analysis.

Unstructured Data 100

Unstructured Data Machine Learning Contact Center AI 100

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. AI IS THE HEADLINER FOR 2019.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

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. Staffing and turnover.

Technology 87

Technology Technology Contact Center Artificial Intelligence 87

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Fonolo

JANUARY 20, 2020

New in Contact Centers. It’s a great time to be a contact center agent in New York state, who seem to be very fond of its telephony workers. First, officials stepped in after a company in Tarboro, NY, that had promised hundreds of call center jobs disappeared , leaving locals in limbo. New in Technology.

Contact Center 117

Contact Center Customer Service Healthcare Omnichannel 117

CommBox

SEPTEMBER 20, 2021

In 2019, Gartner stated that 91% of organizations plan to deploy AI in self-service within three years. The top 5 industries profiting from the adoption of chatbots are real estate (28%), travel (16%), education (14%), healthcare (10%), and finance (5%). © Rawpixelimages | Dreamstime.com. 10 Facts you should know about Chatbots .

AI 96

AI Customer Service B2C Real Estate 96

Taylor Reach Group

JUNE 13, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 2/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. How Artificial Intelligence (AI) Will Impact Live Chat. How AI Will Impact Live Chat. Cost of Live Chat as a Channel.

Contact Center 58

Contact Center Artificial Intelligence Legal AI 58

Fonolo

MARCH 6, 2019

The Contact Center Network Group supports a vital part of the customer service industry: Call centers. Follow along as they provide webinars, events, and resources that will up your contact center game this year. Live Better Electronically: AI and the Customer Experience. CCNG does just that.

Customer Service 102

Customer Service Contact Center Education Non-Profits 102

Fonolo

JANUARY 28, 2020

The addition of new, enhanced security features has opened up our call-back technology to larger organizations that deal with confidential data, such as those in healthcare, banking, education, and local government. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center.

Contact Center 75

Contact Center Healthcare Technology Technology 75

Fonolo

MARCH 19, 2019

Industries like retail, hospitality, and healthcare have continued to raise the bar to meet customer expectations. Live Better Electronically: AI and the Customer Experience. Change the Channel: Prioritizing Omnichannel in Customer Experience. The Benefits of Improved Customer Service. What’s Inside: .

Technology 106

Technology Technology Customer Service Social Media 106

Zendesk

MARCH 24, 2021

Developing a contact center culture based on issue resolution, not call length. Here are the steps you should take to make your support team more accessible and successful: Offer omnichannel support. Use software specifically made for omnichannel customer service. Solution: Use AI to upgrade your support messages.

Customer Service 98

Customer Service Social Media AI Omnichannel 98

DMG Consulting

JANUARY 17, 2019

IVAs are catching on in a range of verticals, where they can serve as personal shoppers, ensure compliance with healthcare protocols, book reservations or schedule appointments, assist with financial decisions, or determine how to efficiently manage utility expenses. IVA Best Practices . Final Thoughts on IVAs.

Artificial Intelligence 66

Artificial Intelligence Machine Learning Contact Center Healthcare 66

Zendesk

AUGUST 11, 2021

Customers also expect support to be available 24/7 via self-service and AI solutions such as chatbots. Scale smarter with self-service and AI. The phone limits agents to helping only one customer at a time, within confined contact center hours. Customers have adopted a “Google it” mantra when it comes to customer service.

E-commerce 64

E-commerce Customer Service Social Media AI 64

SurveySensum

JULY 14, 2020

Martin Hill-Wilson – Emotive CX Mentor, Customer Service, and AI Engagement Strategist. A Customer Service & AI Engagement Strategist, Martin Hill-Wilson is a Mentor, Advisor, and Trainer on Customer Service. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Comm100

FEBRUARY 6, 2018

Company Seeks Omnichannel Customer Support Software. Although Comm100 is primarily a customer service software, it also acts as a sales solution, helping contact centers convert leads and upsell products in real time, just as a salesperson might do in a brick-and-mortar store. Company Seeks Omnichannel Customer Support Software.

Social Media 42

Social Media CRM Omnichannel Invoicing 42