Uniphore

JULY 10, 2021

As principal analyst at Contact Center Week’s Customer Management practice, Brian leads all research and advisory endeavors related to artificial intelligence, contact center technology, business analytics, customer experience strategy, and social media.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

TeamSupport

DECEMBER 20, 2023

Being a (metaphorical) mind reader isn’t only possible, but thanks to advances in technology, it’s now a customer expectation. Invest in AI-Powered Technologies Artificial intelligence (AI) and machine learning technologies continue to revolutionize customer support.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Execs In The Know

APRIL 10, 2024

Furthermore, it introduces the transformative impact of artificial intelligence (AI) and technology in elevating customer experience strategies, making it an invaluable read for brands looking to foster stronger relationships and drive success. Read and download the April issue of CX Insight magazine.

Customer Feedback 52

Customer Feedback Innovation Artificial Intelligence Social Media 52

Logicalware

NOVEMBER 23, 2023

The impact of AI in the real world If you think artificial intelligence is something that only happens in sci-fi movies, think again. Here, businesses leverage AI technologies to enhance productivity, support employees, and monitor data and analytics.

AI 52

AI Artificial Intelligence Sentiment Analysis Innovation 52

Fonolo

MAY 19, 2022

Contact center technology is a key component of the way your business functions. From good old headsets to online chat functionality, social media posts, and cloud-based management systems, the contact center technology your company employs makes a big difference to customer satisfaction (CSat) scores and agent retention.

Contact Center 67

Contact Center Technology Technology Artificial Intelligence 67

MattsenKumar

JUNE 6, 2021

Call centers can bank upon the nascent opportunities by identifying the right call center technology trends and build robust processes around them. Identifying call center technology trends and teaching them as a culture at your customer service centers can work in your favor. Call Center Technology Trends.

Technology 52

Technology Technology E-commerce Artificial Intelligence 52

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . Messina is an expert on this subject.

AI 166

AI Social Media Artificial Intelligence CX 166

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. Impossible expectations. Even more impressive are the solution’s impact on CX and EX.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Beyond Philosophy

FEBRUARY 21, 2020

Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. One area that we see interesting applications of AI Technology is the brand personification and social media management. Many of these communications will take place on social media platforms.

Social Media 158

Social Media Artificial Intelligence AI Technology 158

Lumoa

JANUARY 15, 2024

Leveraging Technology in Conversational Commerce While the majority of conversational commerce interactions take place between the customer and a human agent, technology is playing a more central role. Let’s explore what forms that technology can take. In This Article: What is Conversational Commerce?

Customer Experience 83

Customer Experience Artificial Intelligence Net Promoter Score Touchpoint 83

Callminer

FEBRUARY 19, 2020

From actively keeping track of shifts in the industry’s technological standards and accommodating economic imperatives to handling other critical processes within the realm of human resources , there are enough potential challenges to tackle in typical call center operations to keep entire management teams reasonably busy year-round.

Artificial Intelligence 287

Artificial Intelligence Innovation Social Media AI 287

Execs In The Know

JANUARY 31, 2024

Artificial Intelligence (AI) has transcended the realms of buzzwords to become a linchpin in reshaping leadership and operational strategies across various sectors. Paul’s journey from skepticism to embracing AI exemplifies the transformative potential of this technology.

AI 52

AI Artificial Intelligence Social Media CX 52

Comm100

MARCH 20, 2024

The rapid spread of misinformation through social media and other digital platforms has further eroded trust in government, making it difficult for citizens to discern truth from falsehood. Social media enables governments to share real-time updates, providing a reliable information source and countering misinformation.

Government 75

Government Social Media Artificial Intelligence Legal 75

Neosperience

FEBRUARY 24, 2020

By Sentient Technology we want to highlight the applications of Artificial Intelligence that can read, interpret and respond to human stimuli. . In recent years, we have witnessed a wave of technology development that seeks to imitate, or rather decrypt, human emotions.

Technology 52

Technology Technology Artificial Intelligence Machine Learning 52

Customer Service Life

APRIL 28, 2019

It’s that time of the quarter where we take a few moments to share some of the tools and technologies that we’ve seen in recent months that you might want to evaluate for your customer service and customer experience. They use artificial intelligence to suggest not only spelling and grammar corrections but entire phrases that can be edited.

Technology 63

Technology Technology Social Media Artificial Intelligence 63

Taylor Reach Group

JULY 17, 2017

How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? MGI research found that 45 percent of work activities could be automated using current technologies; 80 percent of that activity is attributable to existing machine-learning capabilities. Enter artificial intelligence.

Machine Learning 251

Machine Learning Artificial Intelligence Customer Experience E-commerce 251

Lightico

JULY 12, 2023

By leveraging appropriate technology, lenders can streamline customer-facing collections processes to cater to the changing borrower persona. The Evolving Borrower Persona: One of the key reasons why leveraging technology in collections is essential today is the shift in borrower demographics.

Customer Relationship 52

Customer Relationship Artificial Intelligence Social Media AI 52

TeamSupport

MARCH 11, 2024

And this city is only getting bigger, better, and more technologically advanced. Here are some trends that are set to shake up the customer support world: AI and Automation: Artificial Intelligence has advanced tremendously in just the last few years, helping businesses automate repetitive tasks and deliver instant responses to customers.

Artificial Intelligence 52

Artificial Intelligence Social Media Omnichannel Customer Satisfaction 52

TeamSupport

MARCH 11, 2024

And this city is only getting bigger, better, and more technologically advanced. Here are some trends that are set to shake up the customer support world: AI and Automation: Artificial Intelligence has advanced tremendously in just the last few years, helping businesses automate repetitive tasks and deliver instant responses to customers.

Artificial Intelligence 52

Artificial Intelligence Social Media Omnichannel Customer Satisfaction 52

Uniphore

NOVEMBER 16, 2021

Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). And shift we did. Today digital banking is the norm rather than the exception and there’s no going back.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

Comm100

OCTOBER 30, 2020

We’ll cover some of the best AI chatbot technology in the field, then give you some tips on how to make your final decision. With a wealth of AI chatbot technology in customer service, it can be hard to choose the best chatbot for your business. However, it can also answer questions on social media and in app.

AI 59

AI Technology Technology Artificial Intelligence 59

Fonolo

SEPTEMBER 6, 2018

Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. Recent technological advancements are many, ranging from Artificial Intelligence (AI) (and related automated tools like virtual assistants, chatbots, etc.)

Artificial Intelligence 139

Artificial Intelligence Social Media Contact Center AI 139

Beyond Philosophy

AUGUST 4, 2022

Artificial Intelligence (AI) is such a promising technology. Dr. Turner founded TRAP LAB (Technology Race and Prejudice LAB) intending to expose the inherent biases about race and racism that have mixed into the foundations of marketing, market places, consumer technology, and market research.

AI 148

AI Artificial Intelligence Machine Learning Start-ups 148

Fonolo

MAY 23, 2023

Hyper-personalization in the contact center is a customer experience strategy that uses advanced technologies and data analytics to deliver tailored interactions. Artificial Intelligence and Machine Learning Leverage A L and ML algorithms to uncover patterns, predict customer behavior, and offer personalized recommendations.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Zendesk

FEBRUARY 23, 2023

Many government agencies have decades-old technology with disconnected data sources. A strategic investment in centralizing data and updating old systems allows government agencies to connect on the channels that their constituents prefer—whether social media, chat, text, email, or phone.

CX 52

CX Artificial Intelligence Government Social Media 52

Comm100

JANUARY 29, 2021

We’ll cover some of the best AI chatbot technology in the field, then give you some tips on how to make your final decision. With a wealth of AI chatbot technology in customer service, it can be hard to choose the best chatbot for your business. However, it can also answer questions on social media and in app.

AI 52

AI Technology Technology Artificial Intelligence 52

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. Moreover, the operation of such complex contact centers is supported by technology. Importance of Contact Center Technology Stack. The simple answer is no.

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

Comm100

APRIL 10, 2024

However, with technology such as AI chatbots , customers can receive a response instantly, regardless of whether a human is there or not, thereby saving time for both the customer and the business. Traditionally, customers who have an issue would need to wait for a human representative to become available.

Customer Service 84

Customer Service Predictive Analytics AI Artificial Intelligence 84

Ameyo Callversations

JULY 7, 2022

This is where the right technology can help you (as a business owner) know what really excites your buyer and what makes them despise what you sell. Before we dive into the technological aspect, let’s understand the basics of customer feedback and what makes it so crucial for every business.

Customer Feedback 52

Customer Feedback AI Technology Technology 52

Fonolo

MARCH 7, 2019

Anyone who works in the customer service arena has witnessed an explosion in the hype surrounding artificial intelligence (AI) and natural language processing (NLP). There is no doubt that these technologies will play an important role within the industry in the years and decades ahead. VPs & Directors of Web/Social Media.

Artificial Intelligence 62

Artificial Intelligence AI Contact Center Social Media 62

Fonolo

MARCH 25, 2019

One thing is clear: Everyone is talking about artificial intelligence (AI) these days. It’s clear that the way businesses communicate with their customers is changing, so it makes sense that, in order to adapt, forward-thinking companies are embracing cloud and AI-powered technologies. VPs & Directors of Web/Social Media.

AI 70

AI Artificial Intelligence Contact Center Machine Learning 70

Ameyo Callversations

MARCH 2, 2022

There is no question that Artificial intelligence has taken the world by storm. However, no matter where you go, whatever you do, Artificial intelligence has some minor or significant role to play. The modern age is full of technology and AI that improve everything we do. Importance of AI in Contact Centers.

Contact Center 52

Contact Center AI Artificial Intelligence Sentiment Analysis 52

Sprinklr

SEPTEMBER 8, 2021

The reality is citizens and customers of government have more voice and more power than ever, especially with the proliferation of social media, chat, and other digital channels. Start social media firestorms. They are easier than ever to implement, especially with the help of technology. But, times have changed.

Government 72

Government Social Media CX Artificial Intelligence 72

Fonolo

JUNE 6, 2019

Anyone who works in the customer service arena has witnessed an explosion in the hype surrounding artificial intelligence (AI) and natural language processing (NLP). There is no doubt that these technologies will play an important role within the industry in the years and decades ahead. VPs & Directors of Web/Social Media.

Artificial Intelligence 52

Artificial Intelligence AI Contact Center Social Media 52

Fonolo

DECEMBER 12, 2018

By 2020, 30 percent of all B2B companies will employ artificial intelligence (AI) to augment at least one of their primary sales processes. In this instance, AI will not replace sales people but support them in their daily activities: The technology could ask questions like, “Is today a good day to call company x?”,

Artificial Intelligence 116

Artificial Intelligence CX Contact Center Machine Learning 116

Callminer

FEBRUARY 4, 2021

Many client organizations were caught flat-footed with the migration to a work-from-home environment, lacking the technology and capability to handle calls remotely. At SupportYourApp, we provide support via telephone, email, text, co-browsing, and social media. What can be done is constantly assessing and analyzing phone calls.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Fonolo

DECEMBER 11, 2018

The tweets informing the report this year confirm that: a) customers are increasingly turning to social media to publicly out companies for poor customer service handling; and b) a benchmark of this poor service is placing a customer on hold. Voice-Powered Technology (VPT). Social Media as a Contact Center Touchpoint.

Social Media 100

Social Media Contact Center Artificial Intelligence Retail 100