Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s a Better Way to Develop High-Performing Contact Center Agents In 2021. Did you know?

Contact Center 204

Contact Center Social Media NPS AI 204

Logicalware

JANUARY 6, 2022

As we begin a new year, we wanted to share some of your favourite articles from 2021. 2021 was a rollercoaster of lockdowns and reopenings. Total Experience: The technology trend set to shake up customer service in 2021. So what is it and why was it especially important for contact centres in 2021?

Technology 98

Technology Technology Customer Expectations Customer Service 98

Intercom, Inc.

DECEMBER 21, 2021

From the ongoing pandemic to political turmoil around the globe, we can all agree that 2021 has been a lot to handle. The Intercom Brand Studio team never fails to amaze me with their creativity, so this post was an obvious highlight for me in 2021. Revealing our refreshed brand: How (and why) we’ve updated our look.

Innovation 196

Innovation Engineering Start-ups Entertainment 196

Hodusoft

NOVEMBER 18, 2021

HoduCC wins 2021 CUSTOMER Contact Center Technology Award by TMC. We are still a few months away before we can bid adieu to 2021, but it seems the HoduSoft team has much to thank its customers and partners for. We are delighted to receive the 2021 Customer Contact Center Technology Award by TMC.

Contact Center 52

Contact Center Technology Technology Omnichannel 52

Aquire

JULY 27, 2021

Cobrowsing technology has been a game-changer for companies. If you’re intrigued by this technology, check out our guide on the nuts and bolts of cobrowsing, its benefits, and how it’s different from screen sharing. Example of cobrowsing technology in action. The technical side of cobrowsing technology. Wondering how?

Technology 59

Technology Technology Customer Satisfaction Omnichannel 59

Execs In The Know

SEPTEMBER 28, 2021

Technology Basics. Conversational AI is the set of technologies behind automated messaging and speech-enabled applications that offer human-like interactions between computers and humans. For your business, this means that there should be resources dedicated to the upkeep of the technology so that it operates at the highest level.

Technology 98

Technology Technology AI ML 98

Fonolo

JUNE 8, 2021

Invest in the right tools and technology. With technology evolving at a rapid rate , many call centers are understandably hesitant to invest in new upgrades. Remember that the right technologies can actually lower your operational costs while improving the experience for both customers and call center staff.

Contact Center 133

Contact Center Technology Technology Start-ups 133

Aquire

JULY 26, 2021

This post is going to spotlight 7 of the top ecommerce technology trends your business should keep an eye on in 2021 and beyond. These technological advancements have enabled ecommerce companies to meet people’s purchasing needs with ease and speed. 7 futuristic ecommerce technology trends.

Technology 52

Technology Technology Artificial Intelligence E-commerce 52

Logicalware

DECEMBER 21, 2021

In his End of Year Message, Puzzel CEO Frederic Laziou reflects on how 2021 redefined customer engagement. As 2021 draws to a close, I want to take this opportunity to thank our customers, employees, and partners for a remarkable year. In 2021, we worked extremely hard to deliver new products and more value to our customers.

AI 98

AI Technology Technology Innovation 98

Fonolo

FEBRUARY 16, 2021

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. Contact Center Trends 2021. The Full List of Contact Center Technology. Voice-to-Text. Watch this space!

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

Fonolo

DECEMBER 3, 2020

We’ve put together a list of technologies that can help you reduce friction in your customer support channels just in time for the new year! 3 Crucial Contact Center Trends in 2021. Call-back technology. Call-back technology is the best way to provide a simple service that says, “we value your time!” Click To Tweet.

Contact Center 160

Contact Center Touchpoint Technology Technology 160

Execs In The Know

OCTOBER 29, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Jamie Hudson.

Artificial Intelligence 98

Artificial Intelligence Engineering CX Education 98

Comm100

JANUARY 29, 2021

We’ll cover some of the best AI chatbot technology in the field, then give you some tips on how to make your final decision. Best Chatbots in 2021: Chatbot providers that stand out from the crowd. With a wealth of AI chatbot technology in customer service, it can be hard to choose the best chatbot for your business.

Technology 52

Technology Technology AI Artificial Intelligence 52

Logicalware

JANUARY 25, 2022

Tech analysts have announced their top technology trends to watch in 2022. A few familiar technology trends will also be making a comeback… Here are five trends you need to know about right now: 1. A few familiar technology trends will also be making a comeback… Here are five trends you need to know about right now: 1.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Knowmax

SEPTEMBER 24, 2021

10 Technologies to Transform Customer Experience in 2021.

Technology 52

Technology Technology Customer Experience 52

Fonolo

DECEMBER 13, 2021

2021 was an incredibly innovative year. Great strides were made in AI assistive technology to create an easier, more human experience. It’s a fair question, considering that call-back technology has been around for over 20 years. Sure, the contact center industry has never been known for embracing cutting-edge technology.

Contact Center 91

Contact Center Start-ups Social Media Government 91

Fonolo

FEBRUARY 23, 2021

It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Call center technology refers to a vast range of software and hardware used to run the modern call center. Top Contact Center Trends 2021. First Virtual Queuing Technology.

Technology 96

Technology Technology Contact Center Start-ups 96

CommBox

JULY 4, 2021

In times of massive change such as this, brands need to keep abreast of the latest developments in digital customer communication technologies to survive. Let’s look at five such healthy customer experiences in 2021. . Safety is the first thing customers look for in 2021. Invest in AI and AR Technologies.

Artificial Intelligence 98

Artificial Intelligence Start-ups Customer Feedback Innovation 98

Fonolo

APRIL 1, 2021

Explore Contact Center Trends for 2021. AI is another big topic — specifically, how new technology in this space can help contact centers create a seamless customer support journey. There are several trends on Blair’s radar for 2021. Justin’s word of the year for 2021 is “integration”. Watch Jeremy Watkin on CX4Now ?.

Contact Center 142

Contact Center Customer Experience AI CX 142

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. New technologies are flooding the market with an intent to help the call center and contact center industry address its myriad challenges. The industry is looking forward to a new year full of personalized solutions, advanced contact center technology, and conversational AI.

Contact Center 98

Contact Center Technology Technology Social Media 98

Execs In The Know

NOVEMBER 5, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Michael Baker.

CX 98

CX Technology Technology Customer Experience 98

Intercom, Inc.

AUGUST 26, 2020

In the coming year, 55% of support leaders are increasing their spend on technology to scale their efforts. A technology-driven playbook emerges. In fact, 55% of support leaders plan to increase their spend on technology in the coming year. Support leaders are leveraging technology to provide fast, personal support at scale.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

Shep Hyken

JULY 19, 2021

To maintain retail success in 2021 retailers will need to continue optimizing their digital experience. ” Jennifer Featherling, director of contact center technology at Priceline, was also part of the program. The post 5 Top Customer Service Articles of the Week 7-19-2021 appeared first on Shep Hyken.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Fonolo

DECEMBER 2, 2021

Though contact center technology has revolutionized the way agents are able to work remotely, managers and directors are still catching up when it comes to finding and implementing strategies to balance staffing needs. Contact center technology to help manage call volume. So, what’s the solution? Plus, so much more.

Contact Center 95

Contact Center Technology Technology Retail 95

Customer Think

JULY 23, 2021

The global manufacturing sector, much like most other industries in the world, has been deeply impacted by the rapid advancement of technology. So rapid has been this change that the industry is already on the verge of Industry 5.0. Remember when everyone was talking about Industry 4.0? Seems just like yesterday, doesn’t it?

Manufacturing 64

Manufacturing Technology Technology 64

Aquire

JULY 1, 2021

Conversational AI today is probably the closest technology has come to mimicking human interactions. If you want to know more about this technology, start here; our beginner’s guide will cover these essential aspects of conversational AI: What is conversational AI? The technology behind conversational AI. Let’s dive in.

AI 125

AI Artificial Intelligence Machine Learning ML 125

Customer Think

JULY 6, 2021

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency.

Customer Service 81

Customer Service Technology Technology Customer Experience 81

Sprinklr

JULY 12, 2021

Today, Sprinklr was named to IDG’s Insider Pro and Computerworld’s 2021 list of Best Places to Work in IT! We were selected as one of 100 top organizations due to our focus on creating an enriching workplace where professionals innovate, learn, and grow by working with cutting-edge technologies.

CXM 96

CXM Artificial Intelligence Structured Data Machine Learning 96

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. 2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID-19 pandemic. What are your top contact center priorities for 2021? What are your top technology priorities for 2021? Figure 1: Top 5 Contact Center Priorities for 2021.

Contact Center 62

Contact Center Text Analytics Entertainment Finance 62

Intercom, Inc.

DECEMBER 21, 2021

With that in mind, before we welcome the new year and all the good things to come, we’ve gathered our favorite insights and nuggets of wisdom from 2021 in a special wrap-up episode. Our International Women’s Day theme in 2021 is #ChooseToChallenge. And here at Intercom, 2021 saw us reach many milestones.

Engineering 118

Engineering Government B2C Start-ups 118

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Interestingly, like the list above, the answer to customer experience excellence in 2021 is to revisit the basics: they’re long overdue! Clearly, the above list of 2021 mandates is the responsibility of everyone in your company’s ecosystem, no exceptions.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Customer Think

JULY 29, 2021

Ready to develop a mobile app in 2021? If yes, pay attention to cross-platform app development closely. You see, folks, there were 2.8 billion Android and 1.5 billion iOS users present in 2020. But, despite this massive mobile user base, 9,999 in 10,000 mobile app fail. That means just targeting either Android, iOS, or […].

Technology 111

Technology Technology 111

Execs In The Know

NOVEMBER 30, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. Registration is open now! Learn More.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Comm100

MARCH 30, 2021

The customer panic caused by the pandemic has had lingering effects on business: companies are being called to do more with less, with over 80% of consumers expecting more empathetic or more responsive service in 2021. Why is 2021 the year for omnichannel customer engagement? All for free, forever! Sign Up Free. Comm100 Free.

Omnichannel 105

Omnichannel Social Media Education Start-ups 105

Zendesk

MAY 3, 2021

In order to adjust to the many disruptions, buyers have increasingly turned to technology solutions to keep in touch with one another and their vendors. For some, much of the groundwork for technological change was already in place. The Zendesk Sales Trends Report 2021 is now available to download. What’s inside.

Sales 52

Sales Technology Technology 52

Buyer Persona

DECEMBER 16, 2020

With hope rising that promising vaccines will compress the length of the pandemic in 2021, we can begin to look at what to anticipate. Especially in the second half of 2021. As business leaders plan to rebound and navigate their 2021 buyer strategies , here are five trending buyer insights to consider: Buyers Have Changed.

B2B 88

B2B B2C Sales Technology 88

Customer Experience Matrix

DECEMBER 13, 2020

However, the two technologies perfectly complement each other, and will be supercharged by more accessible location data. Marketing Technology - data will become more accessible. But a more realistic view is to recognize AI as a key enabling technology inside many no-code systems. but so far seem like very niche marketing tools.

Social Media 122

Social Media AI Government Artificial Intelligence 122