Execs In The Know

APRIL 28, 2022

Attended automation— artificial intelligence and machine learning used to support live agents, not replace them —delivers ongoing training, real-time workflow guidance and policy enforcement, and noteworthy improvements to KPIs across the board. Support and Guidance: The Key to Better Agents. What Is Attended Automation?

Contact Center 98

Contact Center Machine Learning Artificial Intelligence Customer Satisfaction 98

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Hodusoft

NOVEMBER 17, 2021

An omnichannel contact center software automates business communication by updating all available channels in real-time, including customer service and communication. An agent reads the dispatch and begins to work on resolving the issue. Multichannel contact centers normally assign agents to different channels as they are added.

Contact Center 98

Contact Center Omnichannel Social Media Artificial Intelligence 98

Zendesk

JUNE 9, 2022

A support agent can see that a caller has been a customer for 10 years and previously texted a question, so they can acknowledge their loyalty and refer to their past inquiry. An omnichannel approach helps you keep customers happy by delivering better, more personalized support. It’s more convenient for customers.

Omnichannel 98

Omnichannel Social Media CRM Sales 98

Comm100

APRIL 7, 2020

Many industries and companies find themselves in one of three camps: it’s had a negative impact on them, they are fortunate that their service or product is less affected by these circumstances, or they are benefiting from it. Whatever camp you’re in, your customer service will have been affected. Larson, Susan R.

Customer Service 52

Customer Service Contact Center 52

Execs In The Know

OCTOBER 5, 2023

Today, a new generation of advanced AI-powered technologies seems sure to fulfill the promise of those early chatbots and deliver effective automation of basic customer service transactions—the kind agents refer to as “breather” calls because they require easy answers and generate minimal stress.

AI 52

AI Contact Center Technology Technology 52

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel.

Customer Service 52

Customer Service Social Media Omnichannel Customer Retention 52

Logicalware

OCTOBER 30, 2023

Cloud Nine: Facilitating a hybrid work environment Back in 2019, Lifeplus found the perfect fit in Puzzel when they needed a cloud-based solution for their agents to work from home. Moving away from its heavy phone system with basic ACD, Lifeplus adopted an omnichannel customer service strategy.  Trustpilot score and a 94.8%

Customer Satisfaction 52

Customer Satisfaction Manufacturing Omnichannel Technology 52

Sprinklr

AUGUST 10, 2021

But it also means that the kinds of queries that service agents handle get more complex. When conversational chatbots are working effectively, agents need to be trained and equipped like never before, because if they fail, the brand reputation is at stake and employee morale drops. AI and automation to the rescue.

AI 98

AI CXM Contact Center Customer Satisfaction 98

ModSquad

APRIL 13, 2021

If you read the “About Us” page on a company website, you may see text about “providing great customer service” or “service excellence.” In fact, well over half of customers access websites via mobile devices rather than desktop or laptop computers. Empower Your Agents.

Customer Experience 119

Customer Experience Customer Loyalty Customer Service 119

Uniphore

OCTOBER 26, 2021

In addition to its latest $150M Series D funding that was announced in March 2021, Uniphore has announced numerous product innovations and two acquisitions so far this year – the acquisition of Emotion Research Labs and Jacada. About Uniphore Uniphore is the global leader in Conversational Automation.

Innovation 179

Innovation AI Artificial Intelligence Sales 179

Fonolo

JUNE 2, 2022

Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so it’s crucial to ensure you focus on inclusive agent engagement in your contact center. 3 Ways to Drive Inclusive Agent Engagement Click To Tweet. Why is Inclusive Agent Engagement Important?

E-commerce 81

E-commerce Contact Center Start-ups Technology 81

VOZIQ

FEBRUARY 3, 2021

This article takes a closer look at the range of methods travel insurers are implementing to keep their customers engaged at this unusual time. How Customer Service Can Emerge Stronger from the Pandemic in 2021. The pandemic also exposed gaping holes in customer service technologies and processes.

Customer Retention 98

Customer Retention Manufacturing Touchpoint Education 98

Fonolo

FEBRUARY 20, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 67

Customer Service Net Promoter Score Contact Center NPS 67

Ameyo Callversations

FEBRUARY 10, 2022

Ameyo Voice is the flagship product of Ameyo. With continued customer feedback from diverse customers across verticals, Ameyo Voice is made better each passing day. As a result, Ameyo Voice features have been enhanced and updated to deliver enhanced customer services. Enable Agents to Select their Work mode.

Contact Center 52

Contact Center Customer Feedback Customer Service Customer Experience 52

DMG Consulting

NOVEMBER 13, 2017

Question: Our contact center agents in customer service and technical support are being asked to up-sell and cross-sell. Answer: Agents in traditionally “non-sales” contact center roles are frequently asked to sell, due to evolving customer experience standards.

Contact Center 48

Contact Center Text Analytics Customer Service Sales 48

Fonolo

JULY 16, 2019

The Automatic Call Distributor recognizes and answers the calls and checks in the database, and routes to the most appropriate agent. An important role of ACD is to produce management information that tracks both calls and agent performance. Thereafter, the IVR routes the call to the most appropriate agent.

Contact Center 103

Contact Center Healthcare CEM CRM 103

Beyond Philosophy

JANUARY 12, 2022

It’s the “Voice of the Product (VoP),” and it can tell you a lot about what your customers want. The VOP adds another data stream from a crucial part of a customer’s experience—using the product. In a recent podcast, we hosted Tobias Goebel ( @tpgoebel ) Product Marketing Principal at Twilio IoT.

VOC 78

VOC Contact Center Start-ups Technology 78

Fonolo

JUNE 2, 2022

Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so it’s crucial to ensure you focus on inclusive agent engagement in your contact center. 3 Ways to Drive Inclusive Agent Engagement Click To Tweet. Why is Inclusive Agent Engagement Important?

E-commerce 67

E-commerce Contact Center Start-ups Technology 67

Hodusoft

JULY 26, 2023

Among all those results, you need to look for the best ones, which can help you provide the best customer service to your customers. Cutting-edge automatic dialers automate the entire dialing process and connect the agent with the caller only when the latter picks up the phone.

Contact Center 52

Contact Center Transportation Omnichannel Customer Relationship Management 52

Zendesk

MAY 24, 2023

Implementing intelligent bots AI bots can assist customers quickly, 24/7 by answering low-value customer questions (like where an order is and when it is expected to arrive) or surfacing relevant product documentation that a customer has questions about. AI can also be useful on the production line before work begins.

Manufacturing 52

Manufacturing AI Artificial Intelligence Invoicing 52

Zendesk

MAY 9, 2023

Implementing intelligent bots AI bots can assist customers quickly, 24/7 by answering low-value customer questions (like where an order is and when it is expected to arrive) or surfacing relevant product documentation that a customer has questions about. AI can also be useful on the production line before work begins.

Manufacturing 52

Manufacturing AI Artificial Intelligence Invoicing 52

Zendesk

APRIL 26, 2023

According to our research, 66 percent of customers believe that AI will revolutionize how we communicate and interact with technology. Much of this is already happening —how customers search for products, book reservations, or even get tailored help center content are just a few examples of AI’s current impact.

AI 98

AI CX Technology Technology 98

Aquire

OCTOBER 8, 2021

But often, you’ll see websites that overwhelm users with pop-ups, confusing product categories, long load times, poor UI, and more. It’s helpful to walk into your customer’s shoes: navigate your site as though you were a visitor and note down opportunities for improvement. Customer feedback can come in handy for this.

Retail 98

Retail Start-ups Social Listening Sales 98

CommBox

MARCH 7, 2022

Google has become the primary engine for businesses that are looking to promote their services – 92% of online searches are via Google. Research shows that 1 in 3 product searches ( 35% ) start on Google. Furthermore, 34% of “near me” searches that start on desktop and tablets end in physical store visits.

Omnichannel 52

Omnichannel Start-ups Engineering Customer Service Sales 52

CommBox

MARCH 7, 2022

Google has become the primary engine for businesses that are looking to promote their services – 92% of online searches are via Google. Research shows that 1 in 3 product searches ( 35% ) start on Google. Furthermore, 34% of “near me” searches that start on desktop and tablets end in physical store visits.

Omnichannel 52

Omnichannel Start-ups Engineering Customer Service Sales 52

Zendesk

AUGUST 31, 2023

OpenMethods Experience Cloud OpenMethods Experience Cloud (Support) empowers Zendesk users with contextually relevant experiences for personalized customer interactions. Centralize workflows, data, and third-party applications into the Zendesk agent desktop to deliver best-in-class CX that scales with your organization.

AI 52

AI Machine Learning Engineering CRM 52

Zendesk

NOVEMBER 30, 2023

Zoom is the leader in modern enterprise video communications–with an easy, reliable cloud platform for video and audio conferencing, collaboration, chat, and webinars across mobile devices, desktops, telephones, and room systems. Maven helps customers deploy the power of AI to improve the support experience. Agent Assist Yellow.ai

AI 52

AI CRM Start-ups Engineering 52

Fonolo

MARCH 7, 2023

If they have a problem or a question, they expect immediate information and quick resolution — but keeping up with this demand can be an impossible task for your contact center’s live agents alone. That’s where self-service comes in. Typical self-service content covers issues that are most frequently encountered by your agents.

Social Media 87

Social Media AI Technology Technology 87

UJET

DECEMBER 17, 2020

There are examples of NLP in nearly every customer service process powered by AI. Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced NLP machine learning.

E-commerce 72

E-commerce Machine Learning Contact Center Sentiment Analysis 72

UJET

DECEMBER 17, 2020

There are examples of NLP in nearly every customer service process powered by AI. Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced NLP machine learning.

E-commerce 72

E-commerce Machine Learning Contact Center Sentiment Analysis 72

Zendesk

MAY 31, 2023

TeamViewer Enterprise TeamViewer Enterprise for Support and Chat (Support) (Chat) gives you easy and fast remote support and desktop sharing directly from your tickets. Instead, Yuma empowers support agents with productivity tools, automated drafts, and insights. Type a short instruction and receive a full draft in return.

E-commerce 52

E-commerce Sentiment Analysis AI Machine Learning 52

Comm100

OCTOBER 25, 2021

Compared to telephone support, live chat gives customers more power over how they connect, and allows for a more efficient response, avoiding wait times and frustrating call transfers between agents. One of the greatest benefits of live chat for customers over phone support is the immediate response that live chat provides.

Contact Center 88

Contact Center Social Media Omnichannel Technology 88

Hodusoft

NOVEMBER 29, 2022

Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. Out of them, only a few are worthy and enable businesses to excel in their customer service and support endeavors. Top 10 Contact Center Software for 2022-2023.

Contact Center 40

Contact Center Social Media Omnichannel CRM 40

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. On social media, initial inquiries about a product can be made in the comments section or a direct message to your company.

Social Media 83

Social Media B2C B2B Omnichannel 83

Zendesk

JUNE 25, 2021

Aisera TicketIQ (Support) is a next-gen AI Service Experience solution. Aisera’s TicketIQ product brings intelligent automation to classify and route high volumes of tickets, improve resolution times, and user satisfaction. TicketIQ empowers agents by recommending similar tickets, knowledge articles, and next-best actions.

Contact Center 52

Contact Center E-commerce Data Entry AI 52

Ameyo Callversations

AUGUST 1, 2022

Irrespective of the business category, the competition in the markets has mostly increased, making businesses give significant importance to customer interactions for both sales and support. . CTI is a call center technology meant for customer service teams that provides them the ability to access telephone services through a desktop.

Contact Center 52

Contact Center Customer Satisfaction CRM Technology 52