Beyond Philosophy

AUGUST 25, 2022

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. Defining Proactive. The definition is a bit fluid at the moment.

Contact Center 147

Contact Center Sentiment Analysis Artificial Intelligence Start-ups 147

Fonolo

JUNE 26, 2019

Back in 2009, Apple filed for a trademark on its buzz-worthy phrase, “There’s an app for that.” Almost a decade later, there’s no shortage of apps cluttering up the Android and Apple marketplaces. The above customer service apps send the message that if there is a problem facing consumers, technology will come along and solve it.

Customer Service 104

Customer Service Transportation Technology Technology 104

InteractionMetrics

JUNE 19, 2023

Sometimes called brainstorming, this inventive step is a team effort and aims to identify a few strong solutions to the problem defined in Step 2. Ideo and Apple, Two Peas in a Pod In the 1980s, Ideo produced one of the most famous examples of Design Thinking with its creation of the first usable mouse for Apple.

Customer Loyalty 52

Customer Loyalty CX Net Promoter Score E-commerce 52

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Who wrote it: Sheila McGee-Smith (one of our Call Center Top Analysts ), sponsored by NICE.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Uniphore

JANUARY 25, 2022

As we’ve seen with other innovations, the more familiar people become with the technology, the more they expect to see it. As more companies incorporate emotion AI into their customer journey, customer comfort with, and subsequent demand for, the technology grows. Post-2020 could easily be called the start of the Zoom Era.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Intercom, Inc.

SEPTEMBER 15, 2021

It’s called Play Bigger, How Rebels and Innovators Create New Categories and Dominate Markets. Al Ramadan had started a company called Quokka Sports back in the 1990s during the dot-com boom and I was a columnist for USA Today writing about technology. Delighted to have you with us today. It’s a great title.

Sports 205

Sports Start-ups CXM Innovation 205

Intercom, Inc.

NOVEMBER 5, 2020

Retail is constantly changing: from stalls to malls, the way we shop is always evolving in tandem with cultural, economic, and technological shifts. Listen below, and read on for our companion post. A bygone golden age. It was this larger than life, brand new experience.

Retail 206

Retail Entertainment Customer Relationship Technology 206

Fonolo

JANUARY 28, 2020

That’s just one win among many for the call-back solution that could. Since we started disrupting the call queue, we’ve been tracking just how much time we save you from waiting on hold. While this may sound like the end of the scourge of call queues, unfortunately, the battle has only just gotten underway.

Contact Center 75

Contact Center Healthcare Technology Technology 75

Intercom, Inc.

FEBRUARY 26, 2018

In this battle, I’ve found a secret weapon hidden within one of our core engineering strategies, an idea called Run Less Software. As well as being a critical philosophy behind how we build software, it also represents how I feel about the software industry and technology in general. Basic technology execution is becoming easier too.

Engineering 224

Engineering Technology Technology Innovation 224

Fonolo

DECEMBER 11, 2018

For 2018, Verizon has been named the worst company to call, based on hold-time complaints from callers. The data, collected over a 12-month period, revealed that customers phoning into call centers most frequently report waiting on hold with companies from the telecommunications, airline, and financial industries. Virgin Media.

Social Media 100

Social Media Contact Center Artificial Intelligence Retail 100

CSAT.AI

NOVEMBER 30, 2022

Research released in November found 45% of businesses are having trouble staffing contact center and back office roles. Allow calls to be escalated to a manager when they exceed your agents’ ability to solve the issue or manage the customer. Apple has used this well with their automated phone assistant.

Customer Service 85

Customer Service Sentiment Analysis Contact Center Technology 85

Zendesk

JULY 9, 2021

Apple Business Chat. If you run a larger business that relies on using a CRM, contact center, or other customer service software to engage with customers, you’ll want to opt for the WhatsApp Business API. Apple Business Chat. “We Apple technology is helping us to do that.” — David Guillot de Suduiraut, CIO of AXA France.

Customer Service 98

Customer Service Start-ups B2C Customer Satisfaction 98

Fonolo

APRIL 10, 2018

Apple’s new Business Chat could have a huge impact on customer service by changing the balance of forces between consumers and companies. Those folks – from the CIO down to the floor-level call center manager – are consumers too, after all; but the pressure of short-term goals leads them astray. What will the penalties be?

Customer Service 57

Customer Service Contact Center Gaming Customer Feedback 57

Ameyo Callversations

APRIL 21, 2022

A contact center is a facility where customer service representatives answer customer queries over phone calls, emails, chat, social media, and other channels. This facility may be owned entirely by the organization or (as many companies prefer today) may be outsourced to a contact center operator. The simple answer is no.

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

Taylor Reach Group

JUNE 26, 2017

Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Will AI Mean Less People and More Profit in the Contact Center? Apple Business Chat - A Contact Center Perspective . 4 Top Trends for Contact Centers . Technology Contact Centers Must Have for 2018 .

Contact Center 48

Contact Center Artificial Intelligence AI Technology 48

Fonolo

JANUARY 9, 2019

2018 was a big year for the contact center industry. We’re going to dive into all of the above on our blog this year, along with our usual coverage of industry reports, public company earnings, fun posts about call center life, findings from our sister site OnHoldWith.com , webinars, hangouts, Fonolo news (of course), and more.

Contact Center 70

Contact Center Artificial Intelligence Outlook AI 70

Totango

SEPTEMBER 14, 2021

In the process, we’ll highlight the role technology can play in tracking and influencing customer satisfaction scores. While technology has made it easier to automate routine customer service inquiries, situations that require human support continue to play a major role in shaping customer experience and satisfaction.

Customer Satisfaction 91

Customer Satisfaction Net Promoter Score Customer Loyalty Technology 91

Fonolo

AUGUST 21, 2018

We now have an interesting race between Apple’s “Apple Business Chat”, Facebook’s own “Messenger for Business”, and Twitter. Will Apple follow suit? Apple has a unique strength on this front because they can provide onboarding points throughout the iOS experience. They only make money if Apple Pay is used.

Customer Service 52

Customer Service Start-ups Technology Technology 52

DMG Consulting

MARCH 1, 2020

What makes this so strange is that the quality of the IVR applications offered by many enterprises has not improved substantially in the past five to 10 years, even as the underlying technology has been greatly enhanced. And IVA technology is the way to get there. Like what you’re reading? Sign up for DMG’s free monthly newsletter.

Artificial Intelligence 87

Artificial Intelligence Contact Center AI Engineering 87

Fonolo

NOVEMBER 6, 2018

Technology takes time to deploy. Here is a common example: We used that exact chart (hat tip to RingCentral ) in last week’s webinar on AI in the Call Center. See 4 Insightful Contact Center Reports You Should Be Reading. What if Apple decides to focus more on autonomous cars and augmented reality rather than B2C chat?

Contact Center 67

Contact Center B2C AI Customer Service 67

Fonolo

NOVEMBER 1, 2018

The channel is shared with other companies using the same messaging platform and there is no per-interaction cost associated (as is the case with a customer call or chat). Who should attend: VPs & Directors of Contact Centers. Director of Emerging Technologies. So: How will this battle play out? The Panelists. Thomas Howe.

Customer Service 69

Customer Service Contact Center B2C Social Media 69

Beyond Philosophy

NOVEMBER 29, 2018

We spoke with Amit Sharma, CEO of Narvar and consultant to brands like Apple, Levi’s and Walmart, about how to keep up the emotional engagement with your customers even when interacting through technology. We call this authenticity. The retail landscape is changing and with it comes new challenges for the emotional experience.

Customer Experience 167

Customer Experience Retail Start-ups Customer Loyalty 167

Beyond Philosophy

MAY 3, 2018

CEOs are not doing anything about their stated concerns of building customer-centered experiences. Airlines, technology, retail (on and offline), and even hospitals have been merging over the past twenty years. T-Mobile built a customer-centered experience by disrupting the telecom industry. Actions speak louder than research.

Gaming 113

Gaming Hospitality Hospitality Retail 113

Steven Van Belleghem

NOVEMBER 28, 2023

Google offered relevant information and links, through an algorithm called PageRank. Just think how this could change the game for all your customer facing teams if they are augmented with this technology. However, when I called the front desk to explain my situation, a super-friendly lady took all of my worries away.

CX 62

CX Customer Experience Entertainment Gaming 62

Fonolo

APRIL 17, 2019

It’s a real-time aggregator of Twitter public outcries from customers being put on hold, and it reveals Air Canada’s less than shiny reputation for customer service at their contact centers. Is there anyway to get a call back before I choose to never use you for flights again? Kelsey belsey (@titterkelsey) March 19, 2019. Pls advise.

Transportation 78

Transportation Contact Center Social Media Innovation 78

Intercom

MARCH 14, 2023

Today, we’re delighted to introduce Fin , our new chatbot powered by OpenAI’s GPT-4 and Intercom’s proprietary machine learning technology. We’ve called it Fin. Here are some of the key takeaways: Our new AI chatbot can converse naturally using the latest GPT technology. You can control what it says.

AI 99

AI Machine Learning Technology Technology 99

Customer Service Life

AUGUST 26, 2019

Looking back on quarter two, the nonstop movement in the contact center technology space continues. The quality assurance market has been heating up in a big way over the past few years as customer service leaders are looking to add a quality tool to their technology stack. Quality Assurance Applications.

Technology 74

Technology Technology Text Analytics Contact Center 74

Fonolo

OCTOBER 30, 2018

The channel is shared with other companies using the same messaging platform and there is no per interaction cost associated as in the case of a customer call or customer chat. Who should attend: VPs & Directors of Contact Centers. Director of Emerging Technologies. So how will this battle play out. The Panelists.

Customer Service 52

Customer Service Contact Center Engineering B2C 52

Intercom

FEBRUARY 16, 2023

Throughout its history, retail has been punctuated by a great deal of technological advancements, and many have been quick to call each a revolution. Make sure you don’t miss any highlights by following Inside Intercom on Apple Podcasts , Spotify , YouTube , or grabbing the RSS feed in your player of choice.

Retail 105

Retail E-commerce Artificial Intelligence Start-ups 105

Intercom

JANUARY 5, 2023

He’s worked to improve the call center experience in the 1990s, becoming Amazon’s first Worldwide Vice-President of Customer Service, and, in the early 2000s, started a CX consulting firm, Driva Solutions, which helps businesses create great experiences to this day. It’s a business tax software company called Xero.

Customer Experience 69

Customer Experience CX Contact Center Start-ups 69

Intercom

NOVEMBER 16, 2023

For Jo Causon , CEO of The Institute of Customer Service and today’s guest, this alarming drop in satisfaction levels is a wake-up call to refocus on the essentials. You can follow on Apple Podcasts , Spotify , YouTube or grab the RSS feed in your player of choice. When it comes to customer service, you really do reap what you sow.

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 101

Fonolo

JANUARY 17, 2019

The proof is in the pudding: Loyal consumers continue to flock to the imposing blue mecca in their town centers (and soon, urban centers ) because of IKEA’s ability to hold a customer’s familiar hand throughout their lifetime. The Top Contact Center Trends to Watch in 2019. Voice-Powered Technology (VPT).

Customer Experience 111

Customer Experience Contact Center Social Media Retail 111

Intercom

JUNE 1, 2023

As organizations strive to provide exceptional customer experiences, keeping pace with the advancements in AI – and automation and integrating that technology – has become a top priority for support leaders. You can follow on Apple Podcasts , Spotify , YouTube or grab the RSS feed in your player of choice. Short on time?

AI 52

AI Start-ups Technology Technology 52

Intercom, Inc.

SEPTEMBER 30, 2021

Despite her mother’s experience and prestige as a tenured faculty member at a major medical center, she felt the mental health systems weren’t putting the family at the center of their care, dismissing a lot of her insights and concerns. For Rebecca, this is unacceptable — and it calls for a completely new approach.

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Taylor Reach Group

JUNE 20, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 3/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. In fact there a number of short form translation services operating who support multi-lingual chat centers. Chat in Relation to Voice.

Contact Center 62

Contact Center Healthcare Pharmaceutical Finance 62

C3Centricity

SEPTEMBER 14, 2020

Subscribe on Apple Podcasts to get new episodes as they become available.”. He says that retail continues to suffer from what he calls the new “Kodak Moment.” Cater to “Accidental Narcissists” as I call them and compete in the on-demand economy. Apple , Nike and a few others have already done this.

Retail 77

Retail E-commerce Manufacturing Transportation 77

CX Journey

NOVEMBER 14, 2018

Companies like Apple have dominated the experience economy by making everything from the website to stores to packaging an Instagram-worthy event. Fortunately, you don’t have to be Apple to stand out in your industry; even small changes in the contact center can shift your service from forgettable to remarkable. Add whimsy.

Contact Center 36

Contact Center Customer Experience CRM CX 36