Uniphore

JUNE 16, 2021

Unfortunately, far too many contact centers are trying to fix these problems with training solutions that don’t put the agent at the center. Management gets to feel like they’ve given agents the resources they need, while the reality on the ground looks a little more like this…. The Current Cast of Solutions. Did you know?

Contact Center 204

Contact Center Social Media NPS AI 204

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Technology AI 48

Futurelab

DECEMBER 27, 2023

But while a distilled insight often marks the conclusion of the task for a researcher, it is still only the inception point of a long transformative process for a CX manager. Surely, both CX and Voice of the Customer processes have a strong customer survey element to them. Ask what they expect from insight, and how they are going to use it.

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions. The Report analyzes WFM market activity and provides 5-year projections.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

Zonka Feedback

AUGUST 9, 2022

Whether your goal is to create and execute comprehensive marketing strategies or require real-time insights into analytics, digital marketing tools can be quite transformative for your business. There’s no denying the fact that free marketing tools make a lot more sense than paid ones.

Social Media 96

Social Media Gaming 96

Totango

NOVEMBER 8, 2023

With product usage data from Pendo and Mixpanel now integrated into Totango, product management and CS teams can work together to define and deliver adoption campaigns that increase the usage of the most valuable features.

Finance 91

Finance Customer Retention Sales Technology 91

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. It’s a tough job and managers are feeling the squeeze. Agents feel it too.

Contact Center 87

Contact Center Artificial Intelligence AI CX 87

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.

Net Promoter Score 81

Net Promoter Score AI Unstructured Data NPS 81

Lightico

APRIL 18, 2024

Overall, IDP simplifies and speeds up the document management process. IDP vs. Traditional Document Processing Automation (DPA): Traditional Document Process Automation (DPA) solutions primarily focus on automating repetitive tasks like data entry. It can work with various types of documents. Security: Data security is paramount.

Data Entry 52

Data Entry Invoicing Machine Learning ML 52

VOZIQ

DECEMBER 22, 2023

Reston, VA,  December 21, 2023 : VOZIQ AI, a leading provider of Predictive Customer Intelligence Solutions for subscription-based recurring-revenue businesses, is pleased to announce its strategic partnership with AMP Smart to offer AI-enabled proactive customer loyalty solution aimed at maximizing Customer Lifetime Value (CLV).

AI 52

AI Customer Loyalty Artificial Intelligence Machine Learning 52

Intercom, Inc.

JULY 13, 2021

Align with job levels for product management , engineering, and related roles. Solution: We now show how to earn high ratings and promotions. Our managers have built the new job levels into performance reviews and career planning, but we’ll continue to improve and refine this guidance over time.

Scorecard 271

Scorecard Start-ups Engineering 271

Totango

APRIL 6, 2023

Our latest platform enhancements and solutions help you scale without needing to add headcount, and make CS a company-wide initiative that drives predictable revenue growth. Current customers have immediate access to Video Business Reviews and the Outlook integration; Opportunity Management is currently available in private beta.

Innovation 85

Innovation Outlook CRM Sales 85

Intercom, Inc.

APRIL 16, 2019

In practice, the best sales ops teams strike a delicate balance between being stewards of long term growth and executing for near term wins. For sales operations to scale, you need to have buy-in at every level – from your executives to your sales reps. A common mistake that sales ops leaders make is focusing only on managing up.

Sales 177

Sales Sports Start-ups Engineering 177

Totango

DECEMBER 1, 2021

When agile methodology is imported to a customer success context, it serves to optimize collaboration between success management teams and clients in order to deliver clients better outcomes aligned with their goals. Making CS management more responsive to real-time conditions. Making personalized customer success management scalable.

Innovation 96

Innovation Government Customer Journey Map Technology 96

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

Inside Customer Service

AUGUST 25, 2022

This goes for how executives set strategy, how managers execute tactics, and how individual contributors perform their daily work. Unfortunately, executive leadership never fully committed to service culture. Here's how to decide if that's the best solution for you. Email Address. privacy info. Almost finished!

Innovation 169

Innovation Customer Service 169

Fonolo

DECEMBER 8, 2020

I don’t want to make light of a difficult situation, but all the managers and executives who had for years pushed back on moving to the cloud found themselves in a really tough place.” ’ And it had many contact center managers wishing they’d invested sooner. ” — Thomas Laird , CEO, Expivia.

Contact Center 154

Contact Center AI Artificial Intelligence Omnichannel 154

DMG Consulting

NOVEMBER 7, 2023

It also spotlights how workforce engagement management (WEM) components of contact center as a service (CCaaS) platforms provide essential solutions to meet escalating customer demands and engage and retain today’s workforce. The future of contact center technology is in the cloud and CCaaS vendors are leading the way.

Contact Center 59

Contact Center Artificial Intelligence Machine Learning AI 59

Uniphore

NOVEMBER 23, 2021

The partners offer solutions that automate journeys such as bill paying, service inquiries, and upgrades, while improving the customer experience. These solutions also automate after-call work for high-value journeys, such as opening new accounts, to shorten average handle time and call wait times.

E-commerce 130

E-commerce Innovation Compliance AI 130

Zendesk

FEBRUARY 12, 2024

These digital platforms bring together a diverse range of perspectives from industry experts, CEOs, consultants, and front-line service providers, who discuss emerging trends, challenges, and effective solutions in customer service and support.

Customer Service 52

Customer Service Customer Retention CX Social Media 52

DMG Consulting

NOVEMBER 3, 2020

Question: Is contact center performance management something more than advanced reporting? CCPM solutions can deliver great value in these complex operating environments by providing strategic insights regarding most aspects of a contact center’s performance and delivering advanced business intelligence (BI) support.

Contact Center 77

Contact Center Scorecard 77

DMG Consulting

APRIL 14, 2023

Feature-rich IA solutions deliver significant benefits to contact centers. They generally come with an analytics-enabled quality management (AQM) application to automate the quality management process, and real-time guidance (RTG) to provide agents with alerts, best practices, and knowledge articles to handle customer interactions correctly.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

DMG Consulting

JUNE 8, 2021

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. Product Innovation. Broader Use Cases for IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

Intercom, Inc.

JANUARY 14, 2021

And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products. Looking at how the best companies operate, Hubert and his team boiled down product excellence to three key areas of action: vision, strategy, and execution.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Intercom, Inc.

OCTOBER 26, 2021

Their objective was simple: run through a predefined list of questions, and if the prospect is promising enough, pass them to an account executive. Account executives who bring Intercom’s value to life for our customers. Our account executives are obsessed with building ROI for our prospects from the get-go. Managing trials.

Sales 160

Sales Start-ups Touchpoint Education 160

Fonolo

NOVEMBER 19, 2020

Just under 50% of respondents indicated they currently use some form of call-back solution in their enterprise contact centers, with UK businesses leading the charge. Here’s a quick breakdown of how call-back technology can help your business achieve these goals: Manage high call volumes. CallBacks #ContactCenter Click To Tweet.

Contact Center 162

Contact Center E-commerce Hospitality Hospitality 162

Totango

SEPTEMBER 22, 2023

Driving enterprise transformation with expertise Change management is a critical activity for any enterprise on the path to long-term growth, especially as new functions, cross-functional teams and goals are established.

Outlook 113

Outlook Innovation Omnichannel Education 113

Zendesk

OCTOBER 26, 2023

Atrium offers an AI sales management solution that helps sales organizations become more data-driven and efficient. It does so by continuously monitoring sales teams’ performance and alerting sales leaders and managers about any issues, so they can be addressed early.

Sales 59

Sales AI 59

Experience Investigators

FEBRUARY 6, 2024

It’s easy to focus so much on gathering data or finding the perfect metric… we end up spending more time measuring than actually executing our ideas. This is often because there is a lack of resources — managing one or two metrics is all one person or team can handle. Please, let there be a magic solution!) And that’s a problem.

Net Promoter Score 98

Net Promoter Score CX NPS Artificial Intelligence 98

Logicalware

NOVEMBER 9, 2023

Elevate ’23 was Puzzel’s main event of the year, bringing together a phenomenal line-up of industry leaders, customers and Puzzel executives to discuss a topic that is near and dear to us – the bold future of Customer Experiences (CX) in the age of AI. Here, we will take you through Part 1 of the conference.

AI 69

AI CX Customer Experience Retail 69

Bill Quiseng

MARCH 1, 2021

In it, he provides invaluable wisdom and lessons from senior business executives on how to lead through and beyond COVID-19, including crisis management, keeping employees and customers safe, maintaining a culture of engagement, rapidly innovating, and more. Create value: Craft solutions to address your consumers’ needs.

Hospitality 148

Hospitality Hospitality Sales Innovation 148

Hodusoft

SEPTEMBER 14, 2022

It serves as a powerful resource for businesses to thrive with cost-efficient communication solutions. Call queue management: Automatic call distribution and identification of high-priority calls ensure greater customer satisfaction. With SIP trunking, IP PBX software can also execute outbound calling along with internal communication.

Business Operations 96

Business Operations Contact Center Customer Satisfaction Omnichannel 96

Zendesk

OCTOBER 30, 2023

Founded in 2019 as a simple solution for hiring freelancers and contractors internationally, Deel pivoted just a week before demo day. Time is money: Move fast and see what sticks—your growth defines you Initially, Deel was a payment infrastructure solution that allowed people to send and receive international payments.

Sales 52

Sales 52

DMG Consulting

JUNE 12, 2022

These solutions should also be used to identify and recognize agents for doing an outstanding job. . Applying real-time speech analytics is conceptually simple but practically complex because these are new applications and few companies have their own resources to implement these intelligent solutions.

Contact Center 62

Contact Center Artificial Intelligence Start-ups AI 62

DMG Consulting

FEBRUARY 5, 2020

As it’s difficult to get enterprise executives and managers to participate in any kind of a survey, this year we decided to ask only 3 questions. Do you plan to implement any automation solutions (e.g., Cloud-Based Contact Center Solutions. Contact Center Automation Solutions. in the next couple of years?

Contact Center 87

Contact Center Social Media Artificial Intelligence AI 87

Zendesk

JULY 7, 2023

announced its completed acquisition of Tymeshift, an AI-powered modern workforce management (WFM) solution. Built exclusively for Zendesk customers, Tymeshift simplifies the management of complex customer experience (CX) workloads. To learn more about Tymeshift and the benefits of workforce management, visit Tymeshift.com.

AI 52

AI E-commerce CX Customer Service 52

Fonolo

DECEMBER 15, 2022

The Executive Guide to Improving 6 Contact Center Metrics. Call-back technology is a simple, yet powerful solution that offers your callers an alternative to waiting on hold. This solution can be customized with pre-call questions, which can be escalated to a live agent for a quicker resolution. Improve the Customer Journey.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138