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

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 Technology 233

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

Uniphore

DECEMBER 21, 2021

2021 has been a year for record Uniphore growth in revenue, customers, and size of our organization. in 2021, we: Acquired Emotion Research Labs , which opened the door for us to expand the definition of conversational AI to not only include speech and words but facial emotions and gestures using computer vision.

Machine Learning 49

Machine Learning Innovation AI Government 49

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

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

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

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

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

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

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

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

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

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

Fonolo

FEBRUARY 24, 2021

There is a reason why major telecommunications and technology companies outsource their customer service operations — it’s cheaper. The post Your Guide to Call Center Outsourcing in 2021 first appeared on Fonolo. Here are some great reasons to consider outsourcing your customer service operations: Cost Savings.

Social Media 134

Social Media Customer Service Start-ups Innovation 134

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

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

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

Uniphore

JUNE 22, 2021

You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. If you’re a customer experience leader charged with testing the potential of innovative technologies, first listen to your front office staff.

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

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

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Transition to work-at-home with legacy technology. Agents were overwhelmed by the business, products/processes or customer-interaction technology. We also learned where automation can make the biggest impact.

Contact Center 246

Contact Center Outlook Gaming Education 246

Aquire

APRIL 26, 2021

In 2021 and the years to follow, the prevalence of chatbots will increase significantly, not least because the pandemic encouraged businesses to realize the necessity of having a digital presence, regardless of their size and type. ( Gartner ). percent from 2021 to 2028. MIT Technology Review ). GrandView Research ).

Customer Experience 111

Customer Experience Real Estate Healthcare AI 111

Uniphore

JUNE 9, 2021

Ultimately, the key to surviving and thriving in 2021, and beyond, will be finding creative ways to unleash your human potential. Use new technology to make it easier for employees to learn and grow in their roles. To understand what customers value, you’ll need to think like a true digital native.

Contact Center 246

Contact Center Education Start-ups AI 246

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

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

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 Customer Service 91

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

Aquire

JULY 29, 2021

Use the right technology . Seamless user experiences are impossible without the right technology. Neiman Marcus is a fashion brand that uses technology to connect online and offline platforms. . The post Omnichannel Customer Experience: Beginner’s Guide [2021] appeared first on Acquire. Neiman Marcus .

Omnichannel 105

Omnichannel Customer Experience Social Media Retail 105

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

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

Intercom, Inc.

DECEMBER 22, 2020

We broke down the key customer support trends you need to know for 2021. What’s coming in 2021? This year has seen unprecedented accelerations in the way we use technology to interact with and provide for our customers, and there’s no turning back now.

Customer Relationship 220

Customer Relationship Customer Loyalty CX Sales 220

Uniphore

JULY 10, 2021

As principal analyst at Contact Center Week’s Customer Management practice, Brian leads all research and advisory endeavors related to artificial intelligence, contact center technology, business analytics, customer experience strategy, and social media. Copyright 2021. Contact Us. +1 1 (770) 352-1300. ada@jacada.com.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

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

Zendesk

MAY 26, 2021

And the surge to online has put the spotlight on customer service, with half of customers surveyed in our 2021 Trends Report reporting that CX is more important to them now compared to a year ago. Learn the top customer service skills for 2021 in our blog post. — makayla (@makaylathinks) May 19, 2021. for 2 years straight.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Hodusoft

JUNE 17, 2021

The data sources include approved user reviews, public data sources, and data from technology vendors. . The post HoduCC Gartner Digital Markets May 2021 appeared first on HoduSoft. Kartik Khambhati, Co-Founder & CBDO said. HoduCC scored 87 points to emerge as the. Category Leader in the list.

Contact Center 98

Contact Center Gambling Text Analytics Government 98

Aquire

OCTOBER 5, 2021

Troubleshooting problems via innovative customer service technology like cobrowsing or video chat. Additionally, make sure your contact center is well-staffed and has the customer service processes and technology to field requests efficiently. That’s where an omnichannel strategy and implementing omnichannel technology come in.

Customer Service 105

Customer Service Omnichannel Social Media Social Listening 105

Aquire

MAY 21, 2021

Now though, thanks to technological advances and the wealth of information available at our fingertips, it’s started to become much easier. Automotive retailing today serves audiences immersed in technology and smart devices, and they expect a connected and consistent experience. That includes offline, too.

Omnichannel 98

Omnichannel Customer Experience Retail Touchpoint 98