Callminer

DECEMBER 17, 2019

Time is money and in-house employees who are tethered to phones all day have a harder time attending to their other duties. Below, you will find interesting statistics pertaining to call centers, their employees and their finances that may prove helpful in deciding whether the use of one for your own business’s strategy is appropriate.

Contact Center 207

Contact Center Finance AI Innovation 207

Execs In The Know

OCTOBER 9, 2023

Reflecting on 2023, it’s evident that AI has made monumental strides from both a consumer and brand perspective. But across the undulating positives and negatives, there remains no question that AI will play a significant role in the future of businesses everywhere. So, will AI be our new superpower or our substitute?

AI 52

AI Customer Service CX Technology 52

Logicalware

JANUARY 25, 2022

Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. Leading firms will use emerging technology to unlock the creativity of their employees and drive innovation that focuses on outcomes, not just financial results.” Total Experience.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Uniphore

DECEMBER 6, 2021

They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. They lead their organizations through the changes and challenges that contact centers encounter and champion processes and procedures to deliver excellent customer experiences.

Contact Center 130

Contact Center Technology Technology AI 130

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. However, in artificial intelligence (AI), the feeling is anything but cautious. While the rest of the world was scrambling to course-correct in the wake of the global pandemic, AI was undergoing nothing short of a revolution. Emotion is the Next AI Frontier.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Zendesk

OCTOBER 2, 2023

After Squarespace launched in 2004, its sole employee for several years was founder Anthony Casalena, who steadily built up his website building business by maintaining an intense focus on customer satisfaction and feedback. Now, almost two decades later, the publicly-traded company continues to place great importance on customer feedback.

Customer Feedback 64

Customer Feedback Customer Satisfaction AI 64

Hodusoft

APRIL 6, 2022

Top 5 Customer Experience Trends to Consider in 2022. In recent years, businesses have realized the impact that customer experience has on the growth of their businesses. To make sure that their companies stick out in the market, they do everything to ensure that their customer experience is optimal.

Customer Experience 105

Customer Experience Contact Center Omnichannel Artificial Intelligence 105

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Shep Hyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR HR Dive) Dissatisfied employees were more than 2.5 Dissatisfied employees were more than 2.5

Customer Service 92

Customer Service Customer Retention Contact Center AI 92

Execs In The Know

JUNE 14, 2023

With the increasing number of employees working from home or remotely, both domestically and internationally, ensuring data security and workplace privacy has become even more paramount. This blog post will explore some best practices for maintaining security for remote employees, with a focus on data security and workplace privacy.

ML 52

ML Artificial Intelligence Education AI 52

Uniphore

OCTOBER 5, 2021

This is a contributed blog post by Dipu KV, President – Operations & Customer Experience at Bajaj Allianz General a recent guest on Uniphore’s Conversations that Matter podcast. Upon further probing, we realized he was talking about his bots! Our core platform is in the middle of a massive digital transformation.

Contact Center 100

Contact Center Artificial Intelligence AI Government 100

Aquire

SEPTEMBER 24, 2021

Success no longer depends solely on product or pricing — a satisfying experience for your customers is a must. And if customer experience (CX) is the new competitive battle zone then artificial intelligence (AI) is your most powerful weapon. According to Gartner, enterprise use of AI has grown 270 percent over the past 4 years.

AI 59

AI Artificial Intelligence Customer Experience Machine Learning 59

SurveySensum

NOVEMBER 3, 2023

In this blog, we’ll explore seven customer service trends for 2024. So, before moving on to the trends, let’s have a glance at how AI can further enhance customer service. Nowadays customers expect swift and personalized responses, and AI is the key to meeting your demands while keeping businesses competitive.

Customer Service 52

Customer Service E-commerce AI Customer Satisfaction 52

MattsenKumar

MAY 7, 2024

Our blog post discusses outsourcing customer service to meet modern expectations. Businesses have introduced new customer service outsourcing strategies amidst the COVID-19 pandemic, resulting in changes to client and customer experiences. 16.24% of small businesses chose to outsource customer service to increase efficiency.

Customer Satisfaction 52

Customer Satisfaction Contact Center Customer Service CRM 52

Shep Hyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. There’s work to be done in 2023 to provide employees with the proper communications and collaboration tools to work from anywhere.

AI 65

AI Contact Center Technology Technology 65

Hodusoft

MAY 10, 2024

In this blog post, we will discuss everything about virtual call centers and contact centers, starting from what they are, history and evolution, benefits they offer to contemporary businesses, and how to choose the right virtual call center and contact center software.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

Hodusoft

FEBRUARY 29, 2024

Of them, almost 60 percent of clients have between one and 150 employees. In this blog post, we have listed the challenges MSPs’ call centers usually face, seven alarming signs that can indicate something is wrong in the call center operations, and six effective solutions. That’s quite shocking. Here are seven of those: 1.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Fonolo

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation.

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

SurveySensum

NOVEMBER 8, 2023

Customer experience encompasses every interaction a customer has with a business. CX automation involves leveraging technologies such as AI (artificial intelligence) and RPA (robotic process automation) to automate customer support and marketing campaigns, collect and analyze customer feedback, and personalize customer experience.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Comm100

OCTOBER 10, 2022

In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each brings. To slow the high turnover in these positions, organizations are focusing on the agent experience and turning to automation. On some days this number rose as high as 91%.

Customer Service 84

Customer Service AI Technology Technology 84

Hodusoft

MAY 11, 2022

Cloud PBX vs On-Premise PBX Systems for Better CX: Check out these Factors Before You Decide. The business communication demands are evolving as most companies are shifting towards remote and hybrid work models. PBX systems have always been the solution to this emerging challenge. Cloud-based PBX has come into the limelight today. On-Premise PBX.

CX 98

CX Government Actionable Insights Omnichannel 98

Fonolo

JANUARY 31, 2018

Will the AI / chatbot hype start to live up to its promise? We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. We’re delighted that so many of you subscribe to this blog or visit us every week.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

CX 129

CX Customer Experience Education Machine Learning 129

Steven Van Belleghem

OCTOBER 11, 2021

Have a strong experience-driven purpose. They see it as their purpose to make travel a smooth, fun and educational experience. What Pascal meant by that was that they thoroughly rely on data and feedback and AI algorithms to get to the heart of what customers want in order to give them a fantastic experience.

CX 113

CX Transportation Entertainment Education 113

Callminer

AUGUST 6, 2019

The last thing you can afford is a disconnect, which will lead to frustration and a lack of communication among both employees and customers.” – Larry Alton, How to Choose the Best Call Center Software , Business.com; Twitter: @businessdotcom. Types of Call Center Software. Expert Tips for Choosing the Right Call Center Software.

Contact Center 140

Contact Center VOC Social Media AI 140

SugarCRM

FEBRUARY 1, 2024

Generative AI is the newest technology that has been under the spotlight for some time. According to a recent report by McKinsey Digital , about 52% of the value that Gen AI could deliver applies to customer operations, marketing, and sales. Just use AI to generate new content in various languages and translate existing text.

AI 29

AI Sales CRM Innovation 29

UJET

NOVEMBER 18, 2019

It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. Having a streamlined and fluid support experience across multiple channels is no longer a nice-to-have, it is a must. AI Goes Internal.

Contact Center 78

Contact Center AI Machine Learning Actionable Insights 78

Ameyo Callversations

FEBRUARY 16, 2022

Nearly 90% of bank interactions (internal and external) are automated through AI chatbots. Thus, the role of AI chatbots for the banking system in the coming years will be more significant and ever-expanding. AI Meet FinTech Industry: Role of Chatbots. Additionally, due to chatbots, customer satisfaction has improved a lot.

Artificial Intelligence 98

Artificial Intelligence AI E-commerce Data Entry 98

VOZIQ

JANUARY 31, 2022

Every month, we put together the best resources from around the web to help recurring revenue businesses navigate customer retention and experience challenges, and stay on top of the latest trends. In this blog, we share our top five recommended books that offer valuable insights into how to go about customer retention the right way.

Customer Retention 40

Customer Retention Customer Acquisition AI Technology 40

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. But WHY is customer experience so important?

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. A good CX is customer-centered.

Customer Experience 80

Customer Experience Omnichannel Social Media Touchpoint 80

Sprinklr

SEPTEMBER 8, 2021

“Government doesn’t need to worry about customer experience. I hear this fairly often when I tell people about my work in government customer experience. Few public sector leaders, or their employees, want to be at the center of that. Why is customer experience so important for the public sector? For example, the U.S.

Government 72

Government Social Media CX Artificial Intelligence 72

Fonolo

JANUARY 15, 2019

Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience. However, 2018 brought the importance of customer experience management into the spotlight. Lesson 2: AI, Humans and Optimizing the Contact Center for the Digital Age. 2018 saw breakthrough developments in AI.

Contact Center 80

Contact Center Artificial Intelligence Omnichannel AI 80

Hodusoft

MARCH 13, 2024

This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support. By doing so, the technological tools enhance employee productivity and customer experience. percent from USD 90.57 billion in 2021 to USD 205.32 billion by 2030.

Contact Center 52

Contact Center Compliance Social Media AI 52

MattsenKumar

OCTOBER 12, 2023

Our blog post discusses outsourcing customer service to meet modern expectations. Businesses have introduced new customer service outsourcing strategies amidst the COVID-19 pandemic, resulting in changes to client and customer experiences. 16.24% of small businesses chose to outsource customer service to increase efficiency.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

VOZIQ

SEPTEMBER 1, 2022

Get a close look at the intricate aspects of winning customer loyalty with statistics to prove in the blog. Relationship: Customers’ Willingness to Recommend, Transactional: CX Surveys, and More CX Surveys, Financial: Engaged, Satisfied Customers Only Means Growth, Employee: Happiness More Important Than Ever.

Sentiment Analysis 40

Sentiment Analysis Customer Loyalty AI Customer Relationship 40

VOZIQ

SEPTEMBER 1, 2022

Get a close look at the intricate aspects of winning customer loyalty with statistics to prove in the blog. Relationship: Customers’ Willingness to Recommend, Transactional: CX Surveys, and More CX Surveys, Financial: Engaged, Satisfied Customers Only Means Growth, Employee: Happiness More Important Than Ever.

Sentiment Analysis 40

Sentiment Analysis Customer Loyalty AI Customer Relationship 40