Uniphore

DECEMBER 17, 2021

The adoption of digital healthcare skyrocketed during the pandemic, exposing both persistent issues for payers as well as opportunities. The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives.

Healthcare 130

Healthcare Contact Center AI Artificial Intelligence 130

Execs In The Know

SEPTEMBER 29, 2023

’ During an enlightening luncheon hosted by Interactions, some of the brightest minds in business convened to delve deep into the world of conversational AI. So, what sets it apart, and how can it be leveraged to enhance customer interactions? So, what sets it apart, and how can it be leveraged to enhance customer interactions?

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

Fonolo

MARCH 21, 2024

In this blog, we’ll unpack how virtual queuing works, explore the capabilities of call-back software and share tips to help you optimize your contact center operations. This innovative solution optimizes agent productivity too, by deferring calls to quieter times, and ensuring customers are happy so calls go smoothly.

Contact Center 75

Contact Center Technology Technology Customer Satisfaction 75

Ameyo Callversations

OCTOBER 22, 2021

As the world becomes more technological and digital with the changing dynamics, Conversational Artificial Intelligence (AI) is enabling businesses to reduce communication friction between humans and computers. Conversational AI is growing more extensively every day in almost every business.

AI 98

AI CX Artificial Intelligence Touchpoint 98

Intercom, Inc.

DECEMBER 22, 2022

We are delighted to announce that Intercom has once again been recognized as among the best solutions in a number of Customer Service categories in the newly released G2 Winter Reports 2023. Our Best Usability award for the Digital Adoption Platform category is a new one for the trophy case. I love how easy Intercom is to use!

Customer Service 118

Customer Service 118

Win the Customer

AUGUST 22, 2023

The traditional brick-and-mortar stores, while still relevant, are now joined by the vast digital landscape of online shopping. In this blog post, we will explore the customer journey in online shopping and highlight how technology has revolutionized every step, from browsing to delivery.

Technology 52

Technology Technology E-commerce Artificial Intelligence 52

Sprinklr

OCTOBER 5, 2021

Increasingly, we are seeing companies held accountable, not just by public perception, but with regulation that has teeth if companies choose to ignore the ever-growing digitally connected consumer. RG 271 requires these institutions to respond to complaints lodged on social media and digital communications platforms.

Machine Learning 119

Machine Learning Compliance Social Media Government 119

Fonolo

JUNE 13, 2023

If you’re considering a call-back solution for your contact center, here are some things you’ll be glad to know before you decide which product is right for you. Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. What can a call center manager do?

Contact Center 104

Contact Center Social Media Start-ups Customer Satisfaction 104

DMG Consulting

JUNE 8, 2021

Interaction analytics removes the mystery from customer conversations. These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of customer sentiment.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

Logicalware

DECEMBER 15, 2021

Today we’re excited to launch Digital Engagement – a new solution for delivering digital-first customer experiences. In today’s digital world, almost?90%?of Enter Digital Engagement… With a digital engagement solution, brands can now deliver end-to-end buying and customer service experiences on their website.

Customer Service 98

Customer Service AI Start-ups Sales 98

Execs In The Know

APRIL 14, 2022

The conversation swirled around the advantages of select messaging channels, asynchronous conversations, and advantages of virtual assistants that are well-supported by live agents. As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022).

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Execs In The Know

MARCH 16, 2023

While digital technologies continue to take center stage, achieving successful transformation is as much about people and relationships as it is about automation and AI. Their session demonstrated how a partnership approach can augment lean customer care teams to design, build, and scale transformation initiatives within the contact center.

Contact Center 97

Contact Center Innovation AI Technology 97

Intercom, Inc.

JUNE 9, 2022

They help us make sure everyone is working towards the same goals, that every new hire is aligned with how we do things and is empowered to make decisions from the get-go. They help us make sure everyone is working towards the same goals, that every new hire is aligned with how we do things and is empowered to make decisions from the get-go.

Engineering 138

Engineering Innovation Start-ups Machine Learning 138

Comm100

MARCH 25, 2024

San Jose State University automates 55% of chats in 29 departments Learn how SJSU are slashing support volumes and increasing capacity with Comm100 AI Chatbots. FInd out how Customer story We’ve compiled the best and worst chatbot practices to help you make the most of your investment, and engage in chatbot success.

Start-ups 97

Start-ups AI Customer Expectations Social Media 97

Zendesk

NOVEMBER 29, 2022

Kore.ai (SunCo) is the Gartner Magic Quadrant Leader in conversational AI and brings intelligent Virtual Assistant automation to Zendesk Sunshine Conversations. Assign the intelligent Virtual Assistant to converse with your customers for common and repetitive requests, and free up agents for more critical, high-value requests.

Finance 98

Finance AI VOC Construction 98

Comm100

SEPTEMBER 23, 2021

Most hunt for a one-size-fits-all approach to a successful digital customer experience. Given these mixed factors, this article aims to explore how your business can help customers through digital transformation. Helping Your Customers Embrace Digital Transformation in 5 Easy Steps.

Customer Service 83

Customer Service Artificial Intelligence Omnichannel Machine Learning 83

Fonolo

JANUARY 19, 2023

Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. Conversation Scheduling let callers schedule a call-back up to 15 days in the future. The numbers are sobering. Bottom line?

Data Entry 155

Data Entry Contact Center Education Social Media 155

Sprinklr

OCTOBER 14, 2021

Digital and social platforms have transformed the way consumers interact with your brand and communicate their experiences and expectations. The right CX solution helps you generate social listening reports for a comprehensive view of customer data. But it’s not enough to simply collect information.

Social Listening 129

Social Listening CXM Customer Experience Artificial Intelligence 129

SurveySensum

APRIL 8, 2024

In 2024, ensuring the survival of small businesses requires more than just an online presence; it requires a dynamic and strategic digital engagement that is not just an asset, but a critical necessity for success. Strategies for Small Online Businesses to Succeed in the Competitive Digital Landscape.

Social Media 52

Social Media Engineering Customer Feedback Innovation 52

Comm100

NOVEMBER 13, 2022

Omnichannel customer service software connects every digital channel into a unified platform, bringing improved efficiency and CX, to name a couple of its many benefits. Omnichannel customer service software connects every digital channel into a unified platform, bringing improved efficiency and CX, to name a couple of its many benefits.

Omnichannel 88

Omnichannel Customer Service Social Media Healthcare 88

Totango

AUGUST 25, 2022

First, we’ll examine what SaaS customer engagement is and how it incorporates the strategy of “land and expand.” For software service providers, customer engagement SaaS strategies play a central role in a successful business model. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy.

Net Promoter Score 99

Net Promoter Score Customer Acquisition NPS Customer Journey Map 99

Intercom, Inc.

OCTOBER 13, 2022

In this New at Intercom, Paul Adams, our Chief Product Officer here at Intercom, guides you through our newest, next-generation features and in-product innovations, and explores the challenges and solutions behind engaging more effectively with your customers and creating a more holistic, personalized customer experience.

Start-ups 118

Start-ups Machine Learning Engineering Customer Satisfaction 118

Comm100

SEPTEMBER 25, 2021

Offering live chat helps companies engage their customers in real-time conversations so they can better understand their pain points and offer ideal solutions. White label chat is a chat solution offered by a vendor to a business or company for communication purposes. What is a white label chat service? Video calling.

Non-Profits 91

Non-Profits Customer Satisfaction Start-ups Customer Experience 91

DMG Consulting

JANUARY 29, 2021

If scientists around the world could develop a series of vaccines for a previously unknown virus in less than 9 months, governments should be able to figure out how to distribute and administer it efficiently, though this is a complex logistics and distribution challenge for which there are proven solutions. Select all that apply).

Contact Center 62

Contact Center Text Analytics Entertainment Finance 62

CommBox

DECEMBER 15, 2021

Here are some of the best features to look for in a chatbot solution: Use Case. Picking a generic chatbot solution will only lead to subpar results for the use case you intended it for. The first thing your business should do is to clearly identify a pain point and how chatbots can help alleviate it.

Sales 52

Sales Omnichannel Machine Learning AI 52

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. Highly practical and accessible, it includes case studies and examples from AT&T, Apple, Spotify and The Wall Street Journal showing how these approaches have been used in practice. Here is the link.

CX 52

CX Social Media Sports Customer Service 52

Comm100

JUNE 23, 2022

Students want fast and convenient digital support that matches their lifestyle and expectations, and that is why more and more schools are adopting live chat – the only channel that can deliver on this. PIPEDA – Canadian federal law dictating how businesses collect, use, and disclose personal information. Security & compliance .

Compliance 82

Compliance Education CRM Healthcare 82

Hodusoft

NOVEMBER 24, 2021

What are the top 16 call center features you need to know in 2022? With pandemic, call centers had to suddenly equip themselves to handle a plethora of queries as the nature of interactions changed. As the customer support function evolves, so do call center software features. What do customers expect? However, it’s easier said than done.

Artificial Intelligence 105

Artificial Intelligence Social Media CRM Omnichannel 105

Hodusoft

SEPTEMBER 14, 2021

HoduCC Named Best Telemarketing Software By Digital Dot com. HoduSoft’s contact center software brand HoduCC, made the cut among top solutions for large and small call centers in the final list. The selection is based on features such as call routing, call logging, and call recording. Telemarketing for businesses today.

Contact Center 98

Contact Center Sentiment Analysis Omnichannel CRM 98

Aquire

JULY 20, 2021

Know your customer journey Optimize your website Offer personalized service Implement a chatbot Use analytics Use visual engagement tools Offer conversational service Support your team. This means that you should consider how and where your customers interact with you, across the digital world (and the physical world if you’re in retail).

Retail 98

Retail Start-ups Omnichannel Customer Journey Map 98

DMG Consulting

MARCH 31, 2022

As self-service solutions can deflect a large percentage of inquiries and interactions from live service and sales resources, they provide an ideal method for improving the CX while reducing operating costs. Many of these voice-based self-service solutions were built more than 10 or 15 years ago, when the technology was limited.

Machine Learning 54

Machine Learning Artificial Intelligence Omnichannel ML 54

Comm100

FEBRUARY 1, 2023

To stay competitive now, schools must cater to the expectations of today’s tech-savvy students by introducing digital channels like live chat for all aspects of student support. Robust solutions can also automatically send messages to students to promote engagement before a student leaves without an answer. 31% of adults in the U.S.

Education 89

Education Omnichannel B2B Customer Service 89

UJET

APRIL 1, 2020

The world has gone digital. From on-demand food delivery, e-commerce purchases, telehealth, and more, customers are looking for great digital experiences that not only mirror the experiences of speaking with someone face-to-face or visiting a brick and mortar location, but that goes above and beyond. Queue Customization.

E-commerce 100

E-commerce Start-ups Customer Experience 100

Execs In The Know

FEBRUARY 17, 2023

To avoid being left out of the conversation, most brands have already implemented a social customer care strategy, having realized that their followers care as much about the product and service as they do about the experience. But being present and responsive is no longer enough to meet the demands of the modern social consumer.

Social Media 52

Social Media Artificial Intelligence AI Retail 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. Most call center software solutions fall under one of these common types.

Contact Center 140

Contact Center VOC Social Media AI 140

Comm100

MAY 20, 2022

To match customer expectations, organizations must adopt a digital-first approach to customer experience (CX) and put the most popular customer service channel at the core – live chat. Let’s begin by explaining what live chat is and how it works. Customer service expectations have never been higher. Table of contents. 31% of U.S.

Customer Satisfaction 75

Customer Satisfaction Sales Education Compliance 75

Sprinklr

OCTOBER 15, 2021

We were recognized this year for Sprinklr Conversational Commerce , our new chat-based engagement feature that uses AI to guide customers from intent to purchase — by helping them with product selection and evaluation. Chat assistance is essential to your customer experience. She doesn’t know what type of shoes will be best for her.

Innovation 52

Innovation E-commerce Customer Experience CXM 52