CX Accelerator

JANUARY 7, 2019

The big challenge is parsing through the data to get actionable insight and NLP is foundational to this work. Imagine you’re on a company’s website and are searching through their knowledge base for an answer to a question before contacting customer service. Jeremy Watkin is a contact center veteran turned CX leader.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

Ameyo Callversations

MARCH 16, 2021

Cloud adoption for contact centers has been on the rise in the last few years. It was further accelerated by the COVID-19 pandemic when contact centers were forced to work remotely. However, the good news is that many businesses are looking at cloud-based contact centers as a long-term model due to their many benefits. “61%

Contact Center 98

Contact Center Social Media Compliance Actionable Insights 98

Uniphore

JUNE 22, 2021

Yet, beneath these videos and comics is a wellspring of actionable insights. 2 It’s Hard to Develop Rockstar Employees Today 67% of customer interactions that are handled in the contact center represent complex requests which cannot be managed in self-service, according to a study led by Gartner. Check it out!

Social Media 219

Social Media Contact Center Entertainment Actionable Insights 219

Ameyo Callversations

SEPTEMBER 14, 2021

The call center or contact center workflow automates the entire process to minimize the processing time and increase all departments’ task execution and performance. What do Workflows mean for a Contact Center? In simpler words, every contact center is a unique business that relies on processes unique to it.

Contact Center 92

Contact Center Data Entry Invoicing Social Media 92

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification? Data Accuracy.

Contact Center 82

Contact Center CRM Customer Service Omnichannel 82

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification? Data Accuracy.

Contact Center 82

Contact Center CRM Customer Service Omnichannel 82

Callminer

JULY 15, 2019

We are mirroring these events broadcast in US and UK friendly time zones, like a 3-day long concert, with themes each day highlighting: Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Thursday, July 25th Customer Experience.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

ECXO

NOVEMBER 9, 2023

Prepare to be inspired and equipped with actionable insights that can truly make a difference. She believes integrated, customer-centric communication and strategic tech ensure secure, future-proof contact centers. Karen’s Bio: Principal of Co.-Design Design of Work Experience , Author, Coach, and Educator.

CX 156

CX CXM Government Contact Center 156

Callminer

JUNE 3, 2019

Today’s contact centers are all too familiar with agent turnover. occupations, with large call centers reaching over 50%. The solution: Your organization is likely constantly evolving, which means the contact center needs to keep up. Lack of resources is a major stressor.

Net Promoter Score 140

Net Promoter Score Contact Center Actionable Insights NPS 140

Callminer

FEBRUARY 19, 2020

Actively evaluating your employees’ performance on the job can yield highly actionable insights, but only if done in a meaningful way. Similarly, the use of paired work environments can improve performance by giving agents a chance to learn from one another in real-time. Evaluating Performance.

Artificial Intelligence 287

Artificial Intelligence Social Media Innovation AI 287

Hodusoft

SEPTEMBER 29, 2022

7 Ways How Omnichannel Analytics In Contact Center Can Improve Your CX. An omnichannel contact center software empowers the business with multi-channel integration to deliver consistent CX across every channel. Omnichannel analytics is a powerful feature of omnichannel contact center software.

Contact Center 52

Contact Center Omnichannel CX Actionable Insights 52

DMG Consulting

JULY 15, 2024

A Practical Approach to GenAI in the Contact Center View this article on the publisher’s website July 2, 2024 Artificial intelligence (AI), particularly generative AI (genAI), is changing the contact center and customer service landscape for the better.

Contact Center 48

Contact Center Artificial Intelligence Construction AI 48

Hodusoft

DECEMBER 6, 2022

Contact Center Solutions For Your Enterprise: The New Keys to Success. Modern companies increasingly rely on contact center solutions in order to build loyalty and retention among customers. Contact center solutions also deliver other benefits to businesses, such as easier maintenance, greater security, and reduced costs.

Contact Center 52

Contact Center Omnichannel CRM Compliance 52

Hodusoft

OCTOBER 14, 2022

5 Ways to leverage eCommerce Contact Center Software to improve CX. The e-commerce contact center has been realized as one of the most powerful tools in this battle. The blog explains the role of contact center software for e-commerce businesses and how its features can drive business success.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

Hodusoft

AUGUST 3, 2022

7 Ways to Boost Business Revenue with an Omnichannel Contact Center Software. An o mnichannel contact center software serves as the bedrock for your omnichannel strategy. Omnichannel vs. multichannel call center software. Multichannel and omnichannel contact center solution differs in the integration.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Uniphore

JUNE 7, 2021

One of the most hyped new trends in the contact center is agent assist software. According to Forrester, 8 out of 10 tasks in the contact center can be automated. Sometimes, the key to success isn’t having all the answers, but asking the right questions. Will Agent Assist Automate Tasks and Reduce AHT?

Contact Center 147

Contact Center Actionable Insights Start-ups AI 147

DMG Consulting

MARCH 10, 2023

5 Applications to Boost Contact Center Performance in a Tough Economy View this article on the publisher’s website. As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX).

Contact Center 48

Contact Center Artificial Intelligence Actionable Insights CX 48

CSAT.AI

NOVEMBER 17, 2022

A recent survey about automation in the contact center indicates 95% of contact center leaders are using or plan to use automation in the next year. Instead, 81% are more interested in using email and 62% in website/self-service in the future. Automation supports these trends. Are you one of them?

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

Execs In The Know

MARCH 7, 2024

In turn, big data serves as the lifeblood of generative AI, providing the raw material for actionable insights and data-driven innovations. At the same time, the contact center serves as one of the most valuable hubs for insight into customer behavior and trends.

AI 111

AI Actionable Insights Innovation Compliance 111

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Talent Acquisition – All the hats that a contact center agent must wear can make it difficult to find the right person for your company.

Contact Center 48

Contact Center CX Healthcare Social Media 48

Hodusoft

MARCH 29, 2022

Emerging Trends in Call Contact Center Market. The 29th Converge Expo, 2022 was a brilliant platform for IT, telecommunication, and customer engagement industries to showcase their latest products and services and explore a series of conversations surrounding the challenges and upcoming trends in the Call and Contact center market.

Contact Center 98

Contact Center Artificial Intelligence Innovation Omnichannel 98

Retently

OCTOBER 11, 2024

QA tools enable you to monitor interactions in real-time, automate support quality control, and provide actionable insights that ensure your team delivers a seamless experience every time. Seamless Reviews: Share Quality Assurance reviews with frontline teams quickly, allowing for actionable insights as soon as reviews are completed.

Retail 137

Retail Scorecard Sentiment Analysis Customer Service 137

Comm100

AUGUST 20, 2019

If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able to pick out various aspects of the customer experience, which could be improved, turning these thoughts into a successful process which guarantees results is often trickier.

Contact Center 40

Contact Center Customer Experience Actionable Insights Start-ups 40

Execs In The Know

JANUARY 15, 2025

With more than 30 sessions planned across three days, CRS Clearwater promises to deliver actionable insights, impactful discussions, and invaluable networking opportunities. Their stories and strategies will give our community actionable insights to take their CX programs to the next level.”

Actionable Insights 40

Actionable Insights CX Transformation Innovation Contact Center 40

Fonolo

MARCH 17, 2022

Let’s take a look at what makes a great call center manager and how to find the right fit from the hiring stage. Industry Report: State of the Contact Center 2022. Call Center Management Duties. Call center managers have many job duties, many of which take place behind the scenes. Analytical skills. Self-awareness.

Contact Center 91

Contact Center Construction Customer Satisfaction Actionable Insights 91

Fonolo

MAY 24, 2018

New research from EvaluAgent shows that 90% of contact centers use multi-channel analytics to track the entire customer journey and develop comprehensive customer profiles during the process. This information is also useful for call center agent training and assessment. How can this be done?

Social Media 87

Social Media Contact Center Actionable Insights Customer Survey 87

1 to 1

DECEMBER 19, 2024

Now that AI has fully made the leap from theoretical buzzword to a cornerstone of contact center operations and brands are seeing its benefits firsthand, the year ahead is poised to be truly transformative. As we head in 2025, here are 5 major trends that will reshape the way CX is delivered in the contact center.

CX 26

CX Contact Center Customer Experience Sentiment Analysis 26

UJET

NOVEMBER 18, 2019

Customers today expect to be able to not only contact support via mobile, web, in-app, social, and more, but easily move between channels without compromising their experience. Similarly, contact center directors want to easily channel steer queries based on urgency and complexity.

Contact Center 78

Contact Center Machine Learning AI Omnichannel 78

1 to 1

OCTOBER 14, 2024

The main stakeholders in the contact center are associates, team leaders, CX leaders, and customers. For associates, AI is a companion New hires in the contact center want to excel in customer service and genuinely care about people. And AI can benefit each persona in different, but connected, ways.

AI 26

AI Contact Center CX Actionable Insights 26

Hodusoft

APRIL 14, 2022

Consequently, the customer service and contact centers are evolving rapidly with the latest technologies– cloud, artificial intelligence, and business intelligence platforms to facilitate businesses with a better understanding of the customer service experience. Data can help you to formulate an effective customer experience strategy.

Customer Service 59

Customer Service Contact Center Omnichannel Social Media 59

Fonolo

MARCH 8, 2022

One vital aspect of call center efficiency is call center workforce management (WFM). Industry Report: State of the Contact Center 2022. What is Call Center Workforce Management? Put simply, your call center workforce refers to your agents. Intraday management is a practice that addresses this challenge.

Contact Center 75

Contact Center Actionable Insights Customer Loyalty Customer Service 75

Hodusoft

MAY 26, 2022

Gartner is one of the most credible sources for businesses to go through actionable insights and expert recommendations before buying software. HoduCC is recognized as the Top Call Center Software and Auto Dialer software. It is a powerful communication tool to help businesses achieve excellence in customer service.

Contact Center 98

Contact Center Business Operations Omnichannel Innovation 98

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

Customer Service Life

MARCH 15, 2019

The big challenge is parsing through the data to get actionable insight and NLP is foundational to this work. Imagine you’re on a company’s website and are searching through their knowledge base for an answer to a question before contacting customer service. Let’s look at an example where we see NLP at work in the CX.

AI 64

AI Machine Learning CX Net Promoter Score 64

Callminer

FEBRUARY 26, 2019

Staying on top of customer surveys, social media interactions, and more, are all ways to develop actionable insight that can be used to proactively measure the customer journey – and, in doing so, improve the overall customer experience.

Customer Satisfaction 159

Customer Satisfaction Social Media Customer Survey Actionable Insights 159

Beyond Philosophy

MAY 12, 2022

Fleischaker has a great example of a firm doing this well on the contact center side. A European insurer uses AI to use the data and the feedback to determine the next best action. Having these two processes in place makes it easier to create actionable insight with multiple data sources. .

Contact Center 78

Contact Center Sentiment Analysis AI Text Analytics 78

Hodusoft

MARCH 6, 2024

In this blog, we will delve into the details of how BPOs are helping e-commerce businesses improve operational efficiency and customer support services using contact center software. Assistance can be provided via a call center/contact center, live chat, email support, social media, or a self-service option.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52