DMG Consulting

MAY 2, 2024

Making Self-Service More Intelligent View this article on the publisher’s website Omnichannel self-service solutions are a requirement for companies that want to deliver a cost-effective and consistently outstanding customer experience (CX). Intelligent virtual agents (IVAs)—a.k.a.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Omnichannel 48

Execs In The Know

APRIL 5, 2024

While traveling to the event, their communication traversed multiple channels: an email regarding Pi Day, a voice call about her competition, and a text message revealing the results. Establishing a strategy for prioritizing communication channels like voice, chat, email, and SMS is critical. The panel fell on Pi Day.

Contact Center 52

Contact Center AI Social Media CX 52

Fonolo

MARCH 21, 2023

VoIP is an acronym for voice over internet protocol and, in some ways, that says it all. A VoIP call is an internet-powered voice call, and a popular alternative to the good old-fashioned landline phone call. Fonolo Voice Call-Backs empower your customers by giving them the option to “press 1” for a call-back. What is SIP?

Contact Center 95

Contact Center Technology Technology Customer Satisfaction 95

CSAT.AI

APRIL 5, 2023

Like most industries, customer service has its own jargon – chock full of acronyms (context is everything). Here is a customer service dictionary of 65 common terms and acronyms with some links if you want to go deeper. Bug : Problem or fault in a product, service or process. B Backlog: An accumulation of unsolved tickets.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Intercom, Inc.

NOVEMBER 17, 2021

, what to keep in mind, and what’s going to help you navigate all the tricky, touchy situations in customer service. If you’re short on time, here are a few quick takeaways: Writing successful emails is an acquired skill, so businesses should always train their customer service agents. Do you see me at all?'” Yes, indeed.

Start-ups 118

Start-ups Social Media Customer Service Government 118

Intercom, Inc.

MAY 11, 2022

IVR stands for interactive voice response, and is a tool typically used to respond to customer queries at call centers. . Most of us are familiar with the experience of calling a customer service line and being prompted with automated voice responses. Say you call your internet service provider’s customer service line.

Contact Center 118

Contact Center Education Customer Service Technology 118

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Whether it be through surveys, focus groups, or even social media, businesses have access to valuable feedback on their products and services.

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

Lumoa

APRIL 13, 2020

This is a common pre-recorded message that I think we have all heard once or twice when calling a customer service department. So how do you make the most out of your voice feedback? In this article, we’ll explain what voice feedback is and how you can easily generate customer insights from your customer calls.

Text Analytics 83

Text Analytics Artificial Intelligence Machine Learning Social Media 83

Fonolo

FEBRUARY 7, 2024

When the company wanted to ramp up its excellent customer service offering to further reduce hold times and abandon rates in busy contact centers around the globe, it turned to Fonolo’s Call-Back solutions. Mark says Jabra piloted Fonolo Call-Backs as a premium customer care service for enterprise customers.

Contact Center 75

Contact Center Technology Technology Customer Service 75

CSAT.AI

JANUARY 12, 2023

Data and customer service professionals have insight into 2023 customer service trends and the reasons behind them. Like on any channel they want to reach you, whether that’s email, voice, messaging, social channels, text or live chat.” – Adrian McDermott, Chief Technology Officer, Zendesk. Solutions like CSAT.AI

Customer Service 85

Customer Service Sentiment Analysis Contact Center CX 85

Fonolo

FEBRUARY 16, 2021

Here are the latest and greatest call center technologies: AI-Powered Voice Biometrics & Analysis. The last year demonstrated that the voice channel isn’t going anywhere. Voice-biometrics and AI-powered real-time analysis are both technologies we expect to blossom in the coming years. Voice-to-Text.

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.

Customer Service 71

Customer Service Artificial Intelligence Machine Learning AI 71

Lumoa

DECEMBER 19, 2023

This type focuses on breaking down text into specific aspects or features and assessing sentiment towards each one. Intent analysis delves into understanding the intentions or objectives behind a user’s text. Traditional manual analysis of extensive text data is impractical and time-consuming. Intent analysis.

Sentiment Analysis 83

Sentiment Analysis AI Machine Learning Social Media 83

Uniphore

NOVEMBER 2, 2021

Among American adults, 50% say that text conversations are just as meaningful as phone calls. And 78% wish they could have a text conversation with a business. In fact, bad customer service impacts customer retention more than good customer service. 1 There are 65 billion conversations on WhatsApp alone.

Contact Center 100

Contact Center Sales AI B2B 100

Shep Hyken

AUGUST 5, 2022

She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?. Technology solutions and automation have the power to improve customer service in multiple ways. What is Voice bot? navigate an IVR menu and explore self-service options.

Contact Center 69

Contact Center Sentiment Analysis Artificial Intelligence ML 69

Ameyo Callversations

OCTOBER 22, 2021

It enables bots to communicate like a human being by recognizing aspects such as text and speech, understanding context, decoding different languages, and responding in a way that imitates human conversation. However, while chatbots have gained popularity, conversational AI solutions can be offered over both text and voice autoresponders.

AI 98

AI CX Artificial Intelligence Touchpoint 98

Uniphore

SEPTEMBER 22, 2021

Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. Highly accurate speech and text recognition. For the true voice of the customer, you need to understand interactions no matter where they are happening.

Unstructured Data 100

Unstructured Data Machine Learning Contact Center AI 100

Inside Customer Service

APRIL 21, 2022

Why are customer service scripts a bad idea? Scripts are a relic of the transactional customer service era, where we trained employees to act like robots and expected all customer interactions to be the same. It's time to make the leap to a more visionary form of customer service. What if they say or do the wrong thing?

Customer Service 158

Customer Service Start-ups Customer Experience 158

Lumoa

FEBRUARY 16, 2023

You need to know how they use your products or services and what they expect from you. One of the best analysis techniques available is the voice of customer (VoC) template. This article will explain what VoC is, how to use it, and tips on creating your own voice of customer template for your business. You probably know this.

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

Fonolo

NOVEMBER 17, 2020

The Voice Channel Strikes Back. For many years, it seemed like technology companies were waging war on the voice channel. Lockdown illustrated just how crucial the voice channel is in a digital world. Voice is still the dominant channel in the contact center and will remain so for many years. AI is here to stay.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Logicalware

DECEMBER 15, 2021

You accept and receive a video call from a customer service agent who walks you through the top features. Like Sam, when we want to buy a product or service we head straight to Google or a company’s website. It’s a similar story for customer service. Customer service teams can also deliver more effective customer support.

Customer Service 98

Customer Service AI Start-ups Sales 98

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. They also care deeply about customer service. How do call centers work? What technologies are required for a call center?

Contact Center 118

Contact Center Social Media Omnichannel Customer Relationship Management 118

Hodusoft

APRIL 24, 2024

A Comprehensive Guide on ISDN Even if you aren’t that well-versed with telecommunication lexicon, you still might have come across a term—ISDN, which is the abbreviation for Integrated Services Digital Network. ISDN is a circuit-switched telephone network system that transmits both data and voice over a digital line.

Start-ups 52

Start-ups Technology Technology Gaming 52

Zendesk

NOVEMBER 3, 2023

As more businesses begin implementing generative AI to improve customer service and enhance the employee experience , it’s important to understand how to harness the power of this novel AI technology to its full potential. Say Han Solo wants to send Princess Leia a text message. GANs are like two players competing in a game.

AI 52

AI Machine Learning Artificial Intelligence ML 52

PeopleMetrics

OCTOBER 19, 2021

With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. The world has changed, and the way people communicate has changed along with it. In this PeopleMetrics LIVE! PeopleMetrics LIVE! Can't attend the live a session?

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

DMG Consulting

AUGUST 31, 2021

Question: We support voice and some text-based channels, what should we add? In addition to a wide variety of digital channels, e.g., chat, short message service (SMS), messaging (WhatsApp, Facebook Messenger, etc.), The post We support voice and some text-based channels, what should we add?

Contact Center 78

Contact Center Social Media Customer Expectations Customer Experience 78

Zendesk

SEPTEMBER 21, 2023

Text Refiner Text Refiner (Support) corrects grammar and stylistic errors while also adjusting the tone for Support responses. Once installed, the app adds a convenient “Refine” button to the text editor. They can then review the changes and copy the refined text to update their response.

Hospitality 52

Hospitality Hospitality Sentiment Analysis AI 52

Hodusoft

APRIL 27, 2022

Providing the best customer service is one of the most important pillars of any businesses’ success. It enables businesses to provide premium customer service through the channel of customer choice. Customer service is still mainly carried out through phone and email at many contact centers. Text messaging (SMS).

Contact Center 105

Contact Center Omnichannel Social Media CXM 105

Fonolo

DECEMBER 1, 2022

Some features may come bundled with Call Center Software as a Service (CCaaS) packages. And if you need more incisive, effective tools you can add specialized, third-party software like Fonolo’s Voice Call-Backs , which eliminate hold-time for your callers. . What is Call Center as a Service Software? .

Contact Center 87

Contact Center Sentiment Analysis Omnichannel Artificial Intelligence 87

DMG Consulting

DECEMBER 7, 2021

Question: Should speech and text analytics be used outside the contact center? Answer: Speech and text analytics, known jointly as interaction analytics (IA), can and should be perceived, managed and applied in a way to benefit the entire enterprise and its customers. appeared first on DMG Consulting.

Text Analytics 77

Text Analytics Contact Center Legal Artificial Intelligence 77

Fonolo

MAY 25, 2021

These peak periods in call volume can bring the voice channel to near breaking point. So, when it comes to tackling these never-ending inbound calls on the voice channel, what’s a call center manager to do? 5 Best Practices for Great Self-Service Customer Support. 5 Best Practices for Great Self-Service Customer Support.

Contact Center 104

Contact Center E-commerce AI Customer Satisfaction 104

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. Voice bots build on AI-powered technology to communicate with customers using speech via a telephony system.

Customer Service 77

Customer Service Machine Learning AI Social Media 77

Fonolo

APRIL 20, 2021

If this scenario sounds familiar, and you lack the in-house resources to service every customer call in a timely fashion, you may consider hiring a third-party call overflow handling service. Why use a call overflow handling service? How to avoid using a call overflow handling service. Absent Answer. Location: USA.

Legal 148

Legal Finance Healthcare Customer Service 148

DMG Consulting

NOVEMBER 30, 2023

Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics. GPT-4 is a neural network machine learning model that uses NLP and natural language generation to understand and produce humanlike natural language text.

AI 48

AI CX Contact Center Artificial Intelligence 48

SurveySensum

JANUARY 4, 2024

With the help of Text Analytics Feature, you can properly analyze your NPS program. So, let’s understand how the text analytics feature can help you uncover a treasure trove of information from your NPS surveys with the help of a case study of Text Analytics for a mutual funds company. But how to do that?

Text Analytics 52

Text Analytics NPS Customer Loyalty Actionable Insights 52

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. Here’s a comprehensive list of the most important customer service statistics you need to know in 2022. Statistics that Demonstrate the Value of Good Customer Service. 5 Popular Customer Service Benchmarks. Source: Bain&Co.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

Hodusoft

JUNE 7, 2023

A Complete Guide to Session Initiation Protocol (SIP) Session Initiation Protocol (SIP) is one of the most commonly used protocols in Voice over Internet Protocol (VoIP) technology. Over the years, the global SIP trunking services market has grown in leaps and bounds. In 2022, it stood at USD 14.69 It’s expected to reach USD 23.98

Transportation 52

Transportation Start-ups Engineering Technology 52