Intercom, Inc.

JUNE 22, 2021

The COVID-19 pandemic has upended entire industries, forcing rapid change in the ways companies do business and dramatically accelerating the adoption of new technologies. The sales tech landscape has experienced the same consolidation of platforms and expanding app ecosystems as the martech landscape.

Technology 233

Technology Technology Sales Customer Expectations 233

Uniphore

OCTOBER 14, 2021

A big part of accomplishing that mission is using advanced Natural Language Technologies (NLT) to drive innovation in every industry. Its 2021 Hype Cycle for Natural Language report focuses on the latest, critical NLT innovations and how IT leaders should explore and integrate each of these capabilities into their technology stack.

Technology 182

Technology Technology Machine Learning Innovation 182

Customer Think

MARCH 16, 2023

The retail industry is constantly evolving, and technology has played a significant role in this change. One of the most notable advancements in the retail industry is the use of digital signage.

Retail 118

Retail Technology Technology Customer Relationship 118

Customer Think

JUNE 3, 2023

Technology has greatly advanced over the years, especially in the translation industry. The Global News Wire reported that by 2030 the market size of global machine translation and translation technologies would be around 4,069.5 Million USD, having a 19.9% CAGR between 2022-2030.

Technology 115

Technology Technology Gaming 115

Fonolo

JULY 17, 2019

Customer service has always been the lynchpin that determined success or failure in the hotel industry. Tony Elenis, president and CEO of the Ontario Restaurant Hotel and Motel Association (ORHMA) , spoke to the changing demographics and issues that are impacting customer service trends in the hotel industry. TE: Social media.

Technology 80

Technology Technology Customer Service Social Media 80

Taylor Reach Group

JULY 6, 2018

Over the past few weeks, we have be posting a series related to Contact Center industry statistics. Below, we will be discussing Contact Statistics related to the various technologies within the Call Center. Contact Center Technology Statistics: 86% of consumers are willing to pay more for an upgraded experience.

Contact Center 58

Contact Center Technology Technology Customer Journey Map 58

Customer Think

APRIL 26, 2024

In today’s fast-paced world, where digital transformation is the norm, no-code AI automation emerges as a revolutionary force reshaping various industries. From finance to healthcare, manufacturing to retail, the applications of no-code AI automation are boundless.

AI 52

AI Manufacturing Finance Healthcare 52

Taylor Reach Group

SEPTEMBER 6, 2023

by Colin Taylor The rapid advancement of conversational AI has had a profound impact on various industries, and one arena that has been significantly affected is the contact center industry. A Historical Perspective The conversation about automating high-volume, low-complexity tasks through technology isn’t new.

Contact Center 65

Contact Center AI Data Entry Sentiment Analysis 65

Callminer

MARCH 23, 2020

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years. One of these methods is Call Center Service Levels.

Contact Center 207

Contact Center Customer Service Technology Technology 207

Callminer

NOVEMBER 27, 2023

Frank Sherlock, CallMiner's VP of International, explores how data and technology can help overcome challenges faced in the credit and collections industry.

Technology 68

Technology Technology 68

Customer Think

OCTOBER 30, 2021

This industry is figuring out which technological aspect suits it best and generates maximum benefits, especially in light of the reasons and technological developments throughout the world. The concept of fashion is essentially more than what someone wears.

Artificial Intelligence 137

Artificial Intelligence AI Technology Technology 137

Customer Think

JUNE 1, 2023

The 21st century has ushered in remarkable developments in customer experience (CX) technology, with biometrics emerging as the cornerstone of customer verification. In the world of customer service, trust is not a luxury; it’s a necessity.

Technology 52

Technology Technology CX Customer Service 52

Customer Think

DECEMBER 12, 2021

The insurance industry is no exception. This industry is embracing digital transformation in various ways to mitigate complex challenges and meet the demands of customers. The digital transformation of the insurance industry – powered by emerging technologies such as artificial […].

Hospitality 98

Hospitality Hospitality Manufacturing Healthcare 98

TeamSupport

JANUARY 9, 2024

Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. By the early 1970s, more call-routing systems were beginning to include ACD technology, ushering in the development of large-scale call centers. Ever wonder what customer service looked like 50 or 60 years ago?

Technology 59

Technology Technology Predictive Analytics Artificial Intelligence 59

Customer Think

MARCH 16, 2023

Global events like the Covid-19 pandemic have initiated a shift in attitudes and changed how more industries leverage cloud-based technologies. The education sector is one of the many industries reaping benefits from this change. The market for cloud computing in education is estimated to reach USD 8779.1 million by 2027.

Education 81

Education Technology Technology 81

Logicalware

NOVEMBER 21, 2023

Shedding light on one of this year’s hottest topics, we brought together industry experts to explore the profound impact AI has on the world of customer experience. Here, we’ll delve into the history of AI and explore its role in shaping the next industrial revolution with insights from Zack’s enlightening session. Let us show you how!

Artificial Intelligence 59

Artificial Intelligence AI Construction Technology 59

Customer Think

JULY 18, 2021

The emergence of new technologies in the insurance industry has had an uplifting effect on business. From claims processing to lead conversions, insurtech – the interfection of insurance and technology- has overhauled the traditional processes and legacy systems and transformed the lives of insurers for good.

Technology 137

Technology Technology 137

Fonolo

OCTOBER 3, 2018

This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. Maybe it’s a knee-jerk reaction to the idea of change, or a fear of letting go of legacy technologies. Maybe it’s budget.

Contact Center 170

Contact Center Social Media Education Technology 170

Fonolo

NOVEMBER 11, 2022

Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic. Agent churn is at a staggering high in the contact center industry.

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

Customer Think

FEBRUARY 2, 2024

Artificial Intelligence (AI) is transforming the manufacturing industry, leading it to a new era of innovation and efficiency. Artificial Intelligence, a part of the digital transformation in the manufacturing industry, often termed as Industry 4.0, enables manufacturers to refine production […]

Artificial Intelligence 59

Artificial Intelligence Manufacturing Innovation AI 59

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. As we gear up for 2022, enterprises across the board are revisiting the ups and downs of their business and the industry at large. New technologies are flooding the market with an intent to help the call center and contact center industry address its myriad challenges.

Contact Center 98

Contact Center Technology Technology Social Media 98

Customer Think

MARCH 28, 2024

In an era increasingly defined by sustainability and environmental consciousness, industries worldwide are re-evaluating their practices and the UK events industry is no exception. The events industry in the UK is extremely diverse, ranging from corporate conferences […]

Technology 59

Technology Technology 59

C3Centricity

DECEMBER 20, 2021

Technology is often seen by marketing as a disruptor of business as usual, but it isn’t. Technology is in fact an enabler, at least when used properly and appropriately. It’s the customer, especially in industries that are not customer-centric. The Future of Many Industries is Unthinkable.

Technology 87

Technology Technology Retail Innovation 87

Customer Think

JUNE 6, 2023

With benefits that range from accelerated development cycles to cost-effective resource allocation, the no-code movement is revolutionizing industries across the globe. In the fast-paced digital era, traditional software development is being disrupted by a groundbreaking phenomenon: no-code solutions.

Technology 110

Technology Technology 110

Fonolo

JANUARY 18, 2022

The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027! Industry Report: State of the Contact Center 2022. We asked industry leaders and CX experts their thoughts on the past year and their predictions for what contact center professionals can expect this year.

Contact Center 81

Contact Center Omnichannel Technology Technology 81

Ameyo Callversations

JULY 12, 2022

Particularly in the healthcare industry that is ripe with so many use cases of AI, there is significant headroom for growth. While these numbers forewarn about the loss of quality of healthcare, there is emerging technology bringing more light to the world’s crippling shortage of physicians. What is Conversational AI?

Healthcare 98

Healthcare AI Artificial Intelligence Technology 98

Customer Think

MARCH 16, 2023

With the rise of the software as a service industry, the B2B space has never been more active than it is today. Nowadays, wherever there’s a business problem, there are a huge number of potential technology […]

B2B 64

B2B Technology Technology Sales 64

Fonolo

JANUARY 20, 2022

Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition. Here are three contact center industry trends you shouldn’t ignore in 2022.

Contact Center 81

Contact Center Omnichannel Social Media Retail 81

Fonolo

FEBRUARY 16, 2021

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. Here are the latest and greatest call center technologies: AI-Powered Voice Biometrics & Analysis. Voice-to-Text.

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

Customer Think

MARCH 5, 2024

Imagine: Customers getting instant answers 24/7, solving problems independently, and receiving personalized recommendations – all thanks to smart technology. Automation is revolutionizing customer service, and your business needs to jump on board. Sound like a dream? It’s the reality of automation in action.

Customer Service 69

Customer Service Technology Technology 69

Hodusoft

JANUARY 24, 2024

Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective Within the quickly changing banking industry, where the customer experience is paramount, the concept of tailored interactions has become increasingly important.

Technology 52

Technology Technology Predictive Analytics Machine Learning 52

Execs In The Know

JANUARY 8, 2023

No matter what industry you’re in, as a CX leader it’s important to stay on top of current outsourcing trends and strategies as you navigate the ecosystem. In this article, we’ll discuss the trends and strategies that we’re currently seeing in the industry that could shape the outsourcing sector in the year ahead.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Uniphore

SEPTEMBER 7, 2021

We discuss: New CX innovations in the insurance industry. New CX innovations in the insurance industry. A customer-first approach is rising in popularity across all industries including insurance. The post CX in the Insurance Industry: Humanizing the Digital Experience appeared first on Uniphore. A 5-step CX process.

CX 100

CX Innovation AI Engineering 100

Customer Think

AUGUST 28, 2023

There is no other industry that undergoes such radical transformations and evolutions. And today, healthcare is pushing new frontiers with AI and machine learning, robotics, distance care technologies, and more. Healthcare is a unique sector.

Healthcare 59

Healthcare Technology Technology Machine Learning 59

Fonolo

NOVEMBER 9, 2021

Just a year ago, we made some bold predictions around the direction this industry would take – and now, the results are in! The post Contact Center Trends: Industry Predictions for 2022 first appeared on Fonolo. Contact centers have faced some serious ups and downs in the past few years. It's 100% free, we promise.).

Contact Center 87

Contact Center Artificial Intelligence Social Media AI 87