Customer Think

JULY 30, 2021

Architect, Frank Lloyd Wright, once quipped about technological innovation that, “if it keeps up, man will atrophy all his limbs but the push-button finger.” And Wright wasn’t wrong. Like many other information workers, I spend my days punching buttons on my computer keyboard – most frequently the “delete email” button.

Contact Center 131

Contact Center Innovation Technology Technology 131

DMG Consulting

FEBRUARY 12, 2019

AI, Automation and Analytics Drive Vast Improvements in Contact Centers. The service economy has undergone many changes, all of which benefit from real-time contact centers, the subject of the book The Real-Time Contact Center , published by Donna Fluss, President of DMG Consulting, 13 years ago.

Contact Center 74

Contact Center AI Predictive Analytics Data Mining 74

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Contact Center 246

Contact Center Outlook Gaming Education 246

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. Brian Cantor Leading CX Industry Analyst Contact Center Week. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada. It’s challenging to train, onboard, and retain talent in the contact center today. Contact Us. +1 Register Now.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

Uniphore

MARCH 21, 2018

It seems automation is everywhere these days, allowing people to accomplish a variety of tasks faster, and the customer service industry is no exception, where technological advancements continue to transform the customer experience, and businesses continue to discover the benefits of real-time automation.

Contact Center 159

Contact Center Technology Technology Customer Service 159

Uniphore

NOVEMBER 8, 2015

In 1947, General Motors saw the benefit of reducing labor through automation and established a department to save energy and materials and improve process quality, accuracy and precision.

Contact Center 140

Contact Center 140

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices. However, simply automating processes for the sake of automating delivers mixed results at best.

Contact Center 246

Contact Center Education AI Start-ups 246

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! But in a world of possibilities, you may wonder which processes are best to automate. What is Call Center Automation? Sounds great, right?

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Contact Center Artificial Intelligence AI Machine Learning 135

Callminer

NOVEMBER 2, 2022

As artificial intelligence becomes more advanced and accessible, it is essential to employ both human service and automation in the contact center. Read on for steps to balance your CX approach.

Artificial Intelligence 265

Artificial Intelligence CX Contact Center AI 265

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. Read on for an introduction to call center automation, plus our top software picks!

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Customer Think

APRIL 18, 2024

GenerativeAgent can handle complex, free-form interactions that were not automatable with prior technology

Contact Center 40

Contact Center AI Technology Technology 40

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. The cost savings AI offers makes the move to more automation inevitable. How Artificial Intelligence is Changing the Contact Center. What Do Customers Value in CX?

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Uniphore

NOVEMBER 9, 2021

Contact centers can adapt to a post-pandemic world and be future-ready with conversational AI and automation. Over a year after the onset of the pandemic, contact centers are looking to transform and enrich their operations with conversational AI and Automation technologies.

Contact Center 130

Contact Center AI Compliance Technology 130

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? What’s inside?

Contact Center 87

Contact Center Artificial Intelligence AI CX 87

Uniphore

AUGUST 12, 2021

The same holds true in the contact center. What Alexa's Smart Display Can Teach Your Call Center. If you’re one of the growing number of contact centers looking to implement a multimodal virtual agent, here are some best practices to get you started. How to build a smarter IVR with a multimodal user expereience.

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Contact Center AI Sales Technology 246

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. 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.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale. Delivering superior CX (speed, accurate authentication; engaging with virtual assistants).

Contact Center 130

Contact Center Artificial Intelligence CX Transformation Actionable Insights 130

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. But stressful industries like contact centers stand out. Why Does Call Center Retention Matter? The numbers are sobering. DID YOU KNOW?:

Data Entry 155

Data Entry Contact Center Education Social Media 155

Uniphore

DECEMBER 17, 2021

That’s where conversational artificial intelligence (AI) and automation can help. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. Lack of scalability Call volumes skyrocketed during the pandemic at the same time contact center employees had to shift to work-from-home models.

Healthcare 130

Healthcare Contact Center AI Artificial Intelligence 130

Fonolo

JANUARY 12, 2023

The same holds when considering how artificial intelligence is changing the contact center. . You probably know at least a bit about AI and automation. They are also popular advancements in automation that employ varying degrees of AI. Again: these tools employ automation and at least a bit of artificial intelligence.

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Uniphore

JUNE 16, 2021

67% of interactions involve a time-consuming diagnosis 60% of customer-assistance occupations are automatable* 30% of common call center tasks are automatable*. Many contact centers, therefore, have opted to favor outcome metrics such as First Contact Resolution or Net Promoter Score, with secondary emphasis on AHT.

NPS 147

NPS Net Promoter Score Contact Center AI 147

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up.

Contact Center 204

Contact Center Social Media NPS AI 204

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. But this is just the start of many innovations being introduced into the WFM market.

AI 48

AI Contact Center ML Artificial Intelligence 48

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX and agent experience with conversational AI and automation tools. Emerging technologies like Artificial Intelligence, Machine Learning, and Intelligent Automation are helping brands not just to thrive but succeed in a post-pandemic world. Join Jafar H, Syed, Sr.

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AI Artificial Intelligence CX Machine Learning 130

Execs In The Know

FEBRUARY 29, 2024

Navigating Uncertainty with Human-Centered Design In a world where change is relentless and technology investments often outpace organizational readiness, uncertainty in our space looms large. That’s where human-centered design comes in. Contact center agents are tasked with learning seven tools, on average, to do their job well.

CX Transformation 99

CX Transformation CX VOE AI 99

Uniphore

NOVEMBER 11, 2021

Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value. Using conversational AI to automate ACW improves the experience for both your customers and your agents, while driving efficiency and accuracy.

Net Promoter Score 130

Net Promoter Score Contact Center NPS Finance 130

Taylor Reach Group

JANUARY 6, 2023

As I look at the new and shiny year ahead, I wonder what delights and innovations and opportunities may lie ahead for Contact Center operations. . We have seen Contact Centers struggle to find and retain workers. We have seen more than 20 months of long wait times due to “higher than normal contact volumes”. .

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Contact Center AI Healthcare Innovation 117

Hodusoft

MARCH 6, 2024

In this blog, we will delve into the details of how BPOs are helping e-commerce businesses improve operational efficiency and customer support services using contact center software. Assistance can be provided via a call center/contact center, live chat, email support, social media, or a self-service option.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Intercom, Inc.

JULY 26, 2022

Call deflection is a technique used to redirect a portion of your incoming customer service calls to digital support channels in order to reduce the burden on your call center employees. Research shows giving customers the option of digital support can reduce call center call volumes and operating expenses by as much as 25-30%.

Net Promoter Score 118

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 118

Intercom, Inc.

MAY 13, 2022

Call centers have historically been a popular way to offer that support by employing customer service representatives to assist both inbound and outbound queries from existing and potential customers over the phone. How do call centers work? That’s what’s known as a virtual call center.

Contact Center 118

Contact Center Social Media Omnichannel Customer Relationship Management 118

Fonolo

OCTOBER 19, 2023

If you’re in the contact center industry, 80/20 service levels are likely nothing new. Contact center managers know that SLAs are essential for defining and measuring success for their businesses. Contact center managers know that SLAs are essential for defining and measuring success for their businesses.

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Contact Center Social Media Construction AI 81

Intercom, Inc.

JANUARY 25, 2022

Plus, there are the added benefits of taking away manual tasks, creating a more personalized experience for new contacts, and cutting down on customer acquisition costs. See a complete picture of the prospect journey with a unified contact timeline that automatically logs conversations and activities.

Sales 216

Sales Artificial Intelligence CRM Customer Acquisition 216

DMG Consulting

MARCH 8, 2024

AI and the Contact Center Staffing Challenge March 2024 It’s challenging and costly to hire, train, and onboard new contact center agents, and it’s often more difficult to retain them. Contact centers have always had an employee attrition problem because it’s a tough, underappreciated, and generally underpaid job.

Contact Center 48

Contact Center AI Artificial Intelligence Real Estate 48

Hodusoft

APRIL 1, 2024

As businesses continue to prioritize customer-centric strategies, having reliable call center software like HoduCC becomes indispensable. Understanding GetApp’s Category Leaders GetApp’s Category Leaders represent the cream of the crop in various software categories, including call center software.

Contact Center 52

Contact Center Social Media Innovation Customer Satisfaction 52

DMG Consulting

APRIL 8, 2024

The difference is that customer expectations, employee requirements, and contact center dynamics are much more sophisticated and complex than in the past, driving the need for intelligent, adaptable, automated, and real-time-centric WFM capabilities. See Figure X.

Contact Center 62

Contact Center Artificial Intelligence Engineering Innovation 62

CSAT.AI

JANUARY 25, 2023

But does this debate apply to the contact center work from home model? WFH and Hybrid Future in Contact Centers Contact Center Pipeline (with the Work from Home Alliance) surveyed contact center leaders from various industries in 2022 about hybrid and WFH models.

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Contact Center Sentiment Analysis AI CX 96

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? It’s simply become too loud.

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Contact Center Non-Profits Technology Technology 271