Comm100

MARCH 6, 2024

This blog will take you through the key live chat advantages and disadvantages that you need to know if you’re considering adopting this solution. This blog will take you through the key live chat advantages and disadvantages that you need to know if you’re considering adopting this solution. The advantages of live chat 1.

AI 94

AI Customer Service Sales Customer Satisfaction 94

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities.

AI 52

AI Customer Experience Social Media Machine Learning 52

Logicalware

DECEMBER 18, 2023

2023 has been a year of remarkable achievements and innovations in the tech and CX world. 2023 has been a year of remarkable achievements and innovations in the tech and CX world. With that, let’s wrap up some key highlights from this year: AI reached new heights AI took the spotlight in 2023.

Net Promoter Score 52

Net Promoter Score AI Artificial Intelligence NPS 52

SurveySensum

NOVEMBER 8, 2023

In today’s competitive­ and digital landscape, CX can either build or break a brand. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. In this blog, we are going to explore the hot topic of CX automation from A to Z.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Logicalware

JULY 26, 2023

Artificial Intelligence (AI) has transformed contact centres, improving customer experiences and operational efficiency. However, it’s important to recognise that AI is an umbrella term encompassing various subfields and techniques. What is Artificial Intelligence (AI)?

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

Customers That Stick

NOVEMBER 16, 2020

Note: This blog post contains information related to and provide by a client of CTS Service Solutions. Agara is an autonomous voice engine powered by Real-time Voice AI designed to handle customer support calls without any human intervention. Please tell us a little about the mission of Agara.

AI 78

AI Customer Service Engineering CX 78

Comm100

AUGUST 8, 2022

Enter AI chatbots – ever-improving tech that lets organizations automate conservations and meet the modern demands of fast, 24/7 support. Chatbot software is often embedded within live chat software and programmed to have conversations with visitors without human involvement. Customer service is an always changing landscape.

Customer Service 81

Customer Service Machine Learning AI Social Media 81

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. Shep Hyken.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Execs In The Know

OCTOBER 29, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Jamie Hudson.

Artificial Intelligence 98

Artificial Intelligence Engineering CX Education 98

Execs In The Know

OCTOBER 10, 2022

These shifting expectations have paved the way for two unique but often misconstrued customer experience (CX) approaches: omnichannel and multichannel. Before diving into the differences between omnichannel and multichannel CX, let’s go back to basics and go over what a channel is. What Is Omnichannel CX?

Omnichannel 59

Omnichannel Customer Experience Contact Center E-commerce 59

Comm100

FEBRUARY 6, 2023

Customer experience, also known as CX, is a customer’s overall experience when interacting with an institution’s products or services and their perception of the business and its values. CX is becoming increasingly important to the financial industry and all businesses as the differentiating factor.

Customer Experience 80

Customer Experience Omnichannel Social Media Touchpoint 80

Shep Hyken

DECEMBER 13, 2021

Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. My Comment: AI continues to improve. And, in the next 12-18 months you’re going to start interacting with IVA’s (Intelligent Virtual Assistants), and you may find it difficult to distinguish the AI/Digital voice experience from the human experience.

Social Media 74

Social Media Customer Service VOC Retail 74

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. Forrester also believes ‘ human-centred technology ‘ will be one of the biggest drivers of innovation in 2022. Tech analysts have announced their top technology trends to watch in 2022.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Execs In The Know

OCTOBER 9, 2022

Are artificial intelligence (AI) and machine learning (ML) buzzwords or a practical reality for your contact center? It’s one thing to grasp how powerful these technologies can be. Here are three ways we’ve seen organizations realizing real results with an AI-powered contact center.

ML 59

ML AI Contact Center Customer Experience 59

CSAT.AI

MAY 3, 2023

Today we’re following up on our improper ticket closing blog. What happens to a ticket before it reaches the closing stage (if it ever does) impacts metrics and CX too. Finally, even better service is offering a personalized human response that shows t he customer is more than just a number. That’s understandable.

CX 77

CX Sentiment Analysis AI Customer Relationship 77

Zendesk

AUGUST 16, 2023

Businesses are rethinking how they get things done thanks to advances in generative artificial intelligence (AI). Content creators, coders, and many others can use AI to improve their work quality and productivity. Both AI tools use large language models (LLMs) to learn from datasets of text and code to inform their responses.

AI 52

AI Artificial Intelligence Engineering Machine Learning 52

MattsenKumar

SEPTEMBER 21, 2023

It transforms how the company interacts with its customers, delivers valuable insights, and improves CX. The blog post discusses how Speech Analytics is reshaping CX and why it is poised to be a future trend. It’s the culmination of every interaction, touchpoint, and customer engagement with a brand.

CX 52

CX Non-Profits Sentiment Analysis Artificial Intelligence 52

Execs In The Know

FEBRUARY 16, 2023

This guide shares some of the top considerations for making simulation training a part of your agent training program and the benefits of deploying Zenarate AI Coach. This guide shares some of the top considerations for making simulation training a part of your agent training program and the benefits of deploying Zenarate AI Coach.

AI 52

AI Scorecard Contact Center Compliance 52

Fonolo

JANUARY 15, 2019

Lesson 1: CX Management, CX Management, and More CX Management! Lesson 2: AI, Humans and Optimizing the Contact Center for the Digital Age. 2018 saw breakthrough developments in AI. But, as we learned, AI and bots will not be replacing real live human agents any time in the near future.

Contact Center 80

Contact Center Artificial Intelligence Omnichannel AI 80

CSAT.AI

AUGUST 7, 2019

In an earlier blog we proposed the differing views on how AI wil l aff ect the contact center in the future. There is the doom and gloom approach that AI will take over jobs and dehumanize the experience. Alternatively, when used strategically as a helpful ass istant , AI enhances CX. That includes embracing AI.

AI 52

AI CX Sentiment Analysis Contact Center 52

CSAT.AI

OCTOBER 13, 2020

Machine learning based tech is becoming more sophisticated with virtual influencers , robot assistants , AI making appointments by phone. Remember it is humans that this tech is meant to support. Acceleration of AI adoption Post-COVID. Best Uses of AI in Customer Service and CX.

AI 52

AI Machine Learning Customer Service Artificial Intelligence 52

SugarCRM

OCTOBER 17, 2023

AI technology has revolutionized the way organizations carry business worldwide. Most AI applications, however, revolve around facilitating sales and marketing operations. Companies that flirt with generative AI experience higher customer satisfaction, productivity, and overall growth rates. However, the opposite is often true.

AI 26

AI Predictive Analytics Legal Social Media 26

Execs In The Know

OCTOBER 29, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Jamie Hudson.

Artificial Intelligence 52

Artificial Intelligence Engineering CX Education 52

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat.

Contact Center 140

Contact Center VOC Social Media AI 140

Comm100

NOVEMBER 10, 2021

When deployed well, chatbots should work alongside agents to deliver better customer experience (CX) while improving agent productivity and efficiency. When deployed well, chatbots should work alongside agents to deliver better customer experience (CX) while improving agent productivity and efficiency. Step 1 – What are your goals?

Customer Service 80

Customer Service Social Media Artificial Intelligence AI 80

Fonolo

AUGUST 16, 2018

Speaking as a seasoned, schooled, marginally flawed member of the human race, I have of late been watching the movements of humanity with worried, widened eyes. What I noticed with this increased scrutiny was dizzying: Contemporary humanity is grizzled, tenuously held together. They are humans. Violence persists.

Customer Service 86

Customer Service Social Media CX AI 86

CSAT.AI

JANUARY 22, 2020

CX Futurism builds on these ideas. In customer experience (CX) we’re not talking about eliminating the past entirely, but using it to plan for a better future experience. CX Futurism. Blake Morgan has been predicting steps in CX evolution for years now. Humanity is ever moving forward.

CX 52

CX Customer Service Customer Journey Map Sentiment Analysis 52

SugarCRM

FEBRUARY 28, 2023

Successful CX strategies go hand in hand with tech solutions that aid personalization and engagement. However, high-performing CRM platforms now feature AI technology and automated data acquisition to improve their capabilities, accelerate CX efforts, and eliminate manual data entry. This is one of the biggest challenges in CRM.

AI 26

AI Data Entry CX CRM 26

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. Why it Matters.

AI 89

AI Customer Service Contact Center Artificial Intelligence 89

SurveySensum

SEPTEMBER 5, 2023

By prioritizing an outstanding customer experience, you not only boost SaaS customer retention but also harness the promotional power of your satisfied users, ultimately growing your business. Dive into this blog to explore 11 actionable insights and uncover the full potential. Why does this matter? –

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

Comm100

MARCH 2, 2022

This blog will explain why credit unions must adopt digital support channels to deliver the member engagement that their current and future members expect, and how to do it smoothly and cost-effectively. To deliver on this expectation, member support is key. Table of contents. Why is member engagement so important to credit unions?

Omnichannel 52

Omnichannel Non-Profits Start-ups AI 52

Ameyo Callversations

MAY 24, 2022

61% of customers proclaim to have left a bad review on the brand page or a blog after their negative experience regarding customer service. Arena CX ). 61% of customers proclaim to have left a bad review on the brand page or a blog after their negative experience regarding customer service. Arena CX ). PR Newswire ).

Customer Service 52

Customer Service Artificial Intelligence Contact Center Omnichannel 52

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. Why it Matters.

AI 52

AI Customer Service Contact Center Artificial Intelligence 52

1 to 1

JANUARY 18, 2022

To better understand this, let’s dive into the human and robotic makeup of a modern contact center. Users don’t always want to speak to a human and being directed to self-service right from the start can reduce unnecessary friction. Contact center associates are the people that make customer service human. What is an IVR?

Contact Center 26

Contact Center Text Analytics Customer Satisfaction AI 26

SugarCRM

DECEMBER 1, 2022

We’ve seen how Artificial Intelligence (AI), Virtual Reality (VR), and now the Metaverse enhance customer experiences and take them on journeys they have never been on before. The 2020s are shaping to be the decade of revolutionary technology with the continuing evolution of smart technology in the customer experience sphere.

Artificial Intelligence 26

Artificial Intelligence Customer Experience CRM Sentiment Analysis 26

CSAT.AI

MARCH 18, 2020

When we put out our blog last week on facing changes we didn’t yet know how big they would be. An exhausted, hungry, stressed team cannot provide excellent CX. This week we are in a new paradigm due to COVID-19, where remote work is a necessity. For some of you this may be new territory with new challenges. Encourage healthy breaks.

Customer Service 52

Customer Service CX AI Customer Satisfaction 52

Aquire

OCTOBER 26, 2021

If there’s one thing that’s accepted as truth in the customer experience world, it’s that CX personalization is a must-do. We’ve seen the power. Thankfully, CX personalization has been tested enough by now that the benefits are crystal clear. Wait, is this blog personalized? For instance, customers seem to want it.

CX 52

CX Artificial Intelligence Entertainment Retail 52