Uniphore

JULY 30, 2021

It does not matter whether you want to automate your customer experience or streamline your employee experience -- perhaps it is your IVR, a voice bot, a chatbot, or a simple decision tree that automates a process and guides your contact center agents. Read on to learn why you should care. Why Is It Hard to Deliver Great CX Today?

Innovation 246

Innovation CX Contact Center NPS 246

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. But this is just the start of many innovations being introduced into the WFM market.

AI 48

AI Contact Center ML Artificial Intelligence 48

Ameyo Callversations

APRIL 18, 2022

Businesses increasingly shift focus towards scalable conversations with customers, leveraging advanced conversational AI platforms to meet consumer expectations. Conversational AI platforms offer a programmatic and intelligent way of offering highly personalized and insightful conversations with customers. DOWNLOAD eBook.

AI 98

AI Machine Learning Omnichannel CRM 98

Ameyo Callversations

APRIL 18, 2022

Businesses increasingly shift focus towards scalable conversations with customers, leveraging advanced conversational AI platforms to meet consumer expectations. Conversational AI platforms offer a programmatic and intelligent way of offering highly personalized and insightful conversations with customers. DOWNLOAD eBook.

AI 98

AI Machine Learning Omnichannel CRM 98

Hodusoft

OCTOBER 4, 2023

11 Ways to Reducing Communication Costs with Internet Telephony Solutions In today’s competitive landscape, cost efficiency has become a key driver of profitability and sustainability. Managing the cost per call is a paramount challenge for contemporary businesses across various industries. Read on and thank us later.

Compliance 105

Compliance Omnichannel Real Estate Legal 105

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. IVR deflection takes it one step further by adding in additional channels.

Contact Center 118

Contact Center Education Customer Service Technology 118

SurveySensum

APRIL 1, 2024

And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust. Let’s get started! Why is Customer Trust Important for Startup Brands?

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

ECXO

MARCH 15, 2024

In the dazzling symphony of commerce, the customer’s voice is the most important melody. Customers expect the same level of service across all channels, whether it’s a physical store, an online platform, or a customer service hotline. The fifth sin, dear reader, is neglecting employee experience.

Customer Experience 96

Customer Experience Net Promoter Score VOC Innovation 96

SurveySensum

FEBRUARY 28, 2024

Do you crave honest feedback in your employee surveys? Do you want to uncover the real issues your employees are facing? They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience.

Start-ups 52

Start-ups Actionable Insights Construction Social Media 52

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

Fonolo

DECEMBER 15, 2022

Your call center platform will give you plenty of quantitative data, such as abandonment rates and service levels, which you can compare against your qualitative data, which includes customer feedback and surveys. Call center leaders are always looking for ways to take their operations to the next level. Improve the Customer Journey.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

CSAT.AI

JANUARY 12, 2023

Employees still prefer blending work from home (WFH) with in-person work. The new year brings new trends besides inflation, staffing issues and severe weather. The contact center and customer support industry continue to evolve. Data and customer service professionals have insight into 2023 customer service trends and the reasons behind them.

Customer Service 85

Customer Service Sentiment Analysis Contact Center CX 85

Shep Hyken

MAY 27, 2022

She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Today, business leaders strive to understand their employees better and invest in strategies and solutions that augment their employee’s productivity to deliver valuable work.

CX 112

CX Technology Technology Omnichannel 112

SurveySensum

FEBRUARY 23, 2024

Picture this : a workplace where every voice is heard, every concern addressed, and every success celebrated. Think of it as the heartbeat of your company, pulsing with the rhythm of employee sentiment. Pulse surveys aren’t just about collecting data – they’re about taking action to boost employee engagement.

Close the Loop 52

Close the Loop Text Analytics Actionable Insights Sentiment Analysis 52

Uniphore

NOVEMBER 2, 2021

Today, the most successful businesses are the ones that have the best and most effective conversations with their customers, partners and employees. Uniphore’s Conversational Automation platform taps into the non-verbal part of these engagements, like facial expressions, using real-time audio and video analysis.

Contact Center 100

Contact Center Sales AI B2B 100

Hodusoft

DECEMBER 13, 2023

Unlocking the Potential of Hosted Telephony System Google’s co-founder Larry Page once said “Especially in technology, we need revolutionary change, not incremental change.” If we look around at the present world, the technological marvels that we enjoy today have undergone a radical transformation. But the way it has evolved is remarkable.

Compliance 64

Compliance CRM Artificial Intelligence Customer Relationship Management 64

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.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

Intercom, Inc.

JUNE 28, 2021

This year has brought many joys and challenges for the LGBTI+ community – from new online spaces, to coming out stories, to a renewed commitment to elevate Black trans and queer voices. At Intercom, we’re proud of our thriving, inclusive employee group for LGBTI+ employees and allies, aptly named InterProud. Finding perspective.

Education 223

Education 223

Intercom, Inc.

SEPTEMBER 17, 2020

Operations and co-founder of Blind , the anonymous social platform for verified professionals. Their mission is born out of the desire to bring transparency to the workforce and to offer a platform for colleagues, peers, and leadership teams to honestly share information about salary, culture, career advice, and industry insights.

Start-ups 210

Start-ups Sales Non-Profits Social Media 210

Ameyo Callversations

OCTOBER 22, 2021

However, while chatbots have gained popularity, conversational AI solutions can be offered over both text and voice autoresponders. Conversational AI enables machines to process, understand, and respond naturally to text or voice inputs. Conversational AI empowers two basic modes of communication, which are text and voice.

AI 98

AI CX Artificial Intelligence Touchpoint 98

Logicalware

SEPTEMBER 28, 2021

To help contact centres tackle these new challenges, today we have released an exciting new product and an array of new features in the Puzzel Customer Service Platform. Teams are now working at home and in the office. Agent wellbeing has become a top priority. And the very role of the contact centre is evolving. But change isn’t easy.

Customer Service 98

Customer Service Scorecard Construction Actionable Insights 98

SurveySensum

NOVEMBER 15, 2023

After gathering and analyzing your survey data, with the help of a robust product feedback platform, you realized that users are leaving because your tool doesn’t provide real-time team collaboration. You’re making waves in the industry, but here’s the scoop – you recently lost three of your high-value customers. Ouch, right?

Transportation 52

Transportation Customer Satisfaction Customer Survey Customer Feedback 52

Fonolo

FEBRUARY 14, 2023

By automating these simple tasks, you can lighten the load for your call center employees so they can focus on tackling more complex issues, like customer care. Call centers have always relied on different forms of automation to provide swift service to their clientele. And in today’s market, there’s no shortage of solutions to choose from.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Ameyo Callversations

AUGUST 9, 2022

With voice bots , Companies are stand out from their competitors in terms of customer support and customer experience. Being the latest technology, voice bot technology is one of the most advanced and innovative approaches to advertising and marketing these days. of smartphone users will be using voice assistants by 2023.

Technology 52

Technology Technology Artificial Intelligence Sales 52

Hodusoft

MARCH 21, 2024

In response to constant technological advancements and changing global trends, the BPO industry has evolved into a significant player in the global economy. As per a report , the global BPO market size was valued at $221.5 billion in 2019 and is expected to grow at a CAGR of 7.4% from 2021 to 2028. Let’s get started.

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

Hodusoft

FEBRUARY 1, 2023

It enables financial institutions to communicate with their customers through various channels, such as voice, text, and video. Accelerating Banking Success: The Top Business Phone Systems to Consider The banking industry is constantly evolving and adapting to the ever-changing technological landscape. during the forecast period.

Finance 52

Finance Omnichannel Social Media Artificial Intelligence 52

CommBox

JANUARY 4, 2022

Aside from attracting customers, mission statements and company values have also proven excellent for employee retention. In short, having set-in-stone values prompts employees to stay with you longer and perform higher, while also giving customers a better reason to shop with you. What does all of this mean?

Customer Experience 105

Customer Experience Social Media Entertainment Sales 105

Hodusoft

JANUARY 10, 2024

The Rise of Hosted IP PBX Systems Hosted IP PBX (Internet Protocol Private Branch Exchange) is an advanced form of hosted telephony that leverages the power of IP networks for voice communication. It shouldn’t because the evolution of telephony systems has revolutionized the way businesses communicate. Read on to know more.

Sentiment Analysis 52

Sentiment Analysis Artificial Intelligence Customer Satisfaction Technology 52

Lumoa

FEBRUARY 16, 2023

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. In This Article: What is Voice of Customer(VoC) and Why Is It Important? You probably know this.

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

Fonolo

OCTOBER 12, 2021

The concept of assigned seating is not a new one, and the methods that businesses use to assign employee workstations can directly impact employee satisfaction. Coworker dynamics are restricting policies are among the leading causes of employee burnout. Ensure your space works for you, your agents, and your customers.

Contact Center 147

Contact Center Customer Satisfaction Technology Technology 147

Fonolo

MARCH 2, 2022

Customer patience levels are at an all-time low right now, which is why Fonolo’s Voice Call-Backs are more vital than ever for the success of the modern contact center. But how can you optimize Voice Call-Backs to reach your call center’s highest potential? Tip #2: Customize your voice-call backs. Our advice?

Contact Center 81

Contact Center Social Media Start-ups Gaming 81

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Hodusoft

JANUARY 17, 2024

Between the 1960s and 1990s, the invention of IP PBX , Interactive Voice Response (IVR) system, and voicemail system changed the way businesses used to communicate. To put it simply, it brings together voice calls, video calls, live chat, web chat, instant messaging, email, social media, and more. billion in 2023 to USD 111.37

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

Fonolo

JANUARY 31, 2023

Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan. What is Call Center Training?

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Hodusoft

APRIL 27, 2022

A multichannel center approach to customer experience management (CXM) includes voice, email, web page forms, fax, chat, and text message interactions. Voice and non-voice communication systems were separately administered and hosted in the early days of the internet. An overview of Multichannel Contact Centers.

Contact Center 105

Contact Center Omnichannel Social Media CXM 105

SurveySensum

FEBRUARY 19, 2024

Listen to the Voice of Customers : You should stay connected with the customers on multiple platforms carefully consider their queries, pain points, and feedback, and take action accordingly. According to Crayon: A study shows that 90% of businesses report that their field of business has gotten more competitive than before.”

Innovation 52

Innovation Social Media Technology Technology 52

SurveySensum

FEBRUARY 22, 2024

It isn’t just you Twice as many employees quit their jobs because they weren’t happy with the company’s culture and limited growth opportunities, compared to those leaving due to better pay and benefits. So, as an organization, would you want your employees to leave just for these reasons? Happy employees stick around!

Net Promoter Score 52

Net Promoter Score Innovation Start-ups Construction 52