eglobalis

MARCH 30, 2025

This approach harvests unstructured data call center transcripts, chat logs, emails, social media posts, online reviewsand automatically gauges whether the sentiment is positive, negative, or neutral. In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center.

AI 346

AI CX Sentiment Analysis Predictive Analytics 346

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

1 to 1

JANUARY 25, 2021

They are expecting easier, better, and faster CX in 2021. Although there are many ways to synergize machines and humans in the call center, CX experts agree these four are primed to deliver the greatest outcomes in 2021. Intelligent automation in the contact center is here to stay.

Artificial Intelligence 29

Artificial Intelligence Contact Center Unstructured Data AI 29

Hodusoft

OCTOBER 2, 2024

Whether it’s automating manual and repetitive tasks, scheduling appointments to route the huge volume of incoming calls, or providing fast contact resolution to callers, AI can work like magic for healthcare providers. As per Statista’s stat , about a fifth of healthcare organizations were in the early stages of using AI in 2021.

Healthcare 52

Healthcare AI Contact Center Unstructured Data 52

SurveySensum

SEPTEMBER 5, 2024

from 2021 to 2028. This means that banking and financial organizations need to migrate and enhance their digital customer experience with continuous improvements like omnichannel customer interactions, AI-assisted chatbots, customer data integration across channels, etc.

Close the Loop 52

Close the Loop Customer Experience Omnichannel Machine Learning 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Increasing Empathy.

Contact Center 176

Contact Center CX Social Media Omnichannel 176