DMG Consulting

OCTOBER 13, 2023

AI: The Future Brain of Contact Centers View this article on the publisher’s website. Debates about the power and danger of artificial intelligence (AI) abound, but both the issues and practical realities are nuanced. Email Address * Submit This is where DMG Consulting’s concept of the AI brain (or hub) comes in.

Contact Center 77

Contact Center AI Artificial Intelligence Government 77

Customer Think

JANUARY 27, 2023

As the world moves ever closer to a future in which artificial intelligence (AI) plays a more significant role, contact centers are at the forefront of this change. AI has the potential to dramatically improve customer service, eliminate repetitive tasks and help contact centers become more efficient.

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Contact Center AI Artificial Intelligence Customer Service 126

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades. Read All the Contact Center Trends Here: Contact Center Trends 2021.

Contact Center 154

Contact Center AI Artificial Intelligence Omnichannel 154

Hodusoft

AUGUST 29, 2024

The Current State of AI in BPO Contact Centers Do you know Artificial Intelligence (AI) is currently the hottest trend in various industries? The market for AI is growing steadily with no signs of slowing down. What is AI? Definition and Types of AI What is Artificial Intelligence?

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Contact Center AI Artificial Intelligence Compliance 52

Execs In The Know

SEPTEMBER 11, 2024

Brands are turning to AI-powered solutions to stay ahead of the curve. If your organization hasn’t yet explored the potential of AI in your contact center, now is the time. Here’s a snapshot of some exciting findings pointing to AI as a trend and a necessity for delivering superior customer interactions.

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Contact Center AI Technology Technology 52

Hodusoft

OCTOBER 25, 2024

Can AI-Powered Contact Centers Enhance Patient Care? Over the past few years, the healthcare industry has evolved greatly with technological advancements, and Artificial Intelligence (AI) is at the forefront of this transformation. Discover Insights at HoduSoft’s Webinar!

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Contact Center AI Healthcare Artificial Intelligence 52

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter.

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Contact Center Sentiment Analysis NPS Customer Satisfaction 151

Fonolo

MARCH 2, 2023

No stranger to change, the contact center industry has been ahead of the curve throughout the global pandemic. We consulted nine industry experts to tell us all about it – and discuss the state of the contact center in 2023. Word: Contact centers are technology leaders! And not a moment too soon.

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Contact Center Artificial Intelligence Sentiment Analysis AI 141

DMG Consulting

NOVEMBER 8, 2023

There are two major ways AI is being used in applications for the contact center. The post Applying AI to the contact centers appeared first on DMG Consulting.

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Contact Center AI 62

Adrian Swinscoe

MARCH 13, 2024

One such piece of research was […] The post The worrying state of the European contact center space first appeared on Adrian Swinscoe. Every now and again, I come across a piece of research that makes me want to pull my hair out.

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Contact Center Artificial Intelligence Business Growth AI 147

Fonolo

JANUARY 12, 2023

The same holds when considering how artificial intelligence is changing the contact center. . You probably know at least a bit about AI and automation. They are also popular advancements in automation that employ varying degrees of AI. Improved contact center operations . Conversational AI (Chatbots).

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Artificial Intelligence Contact Center Sentiment Analysis AI 138

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. The cost savings AI offers makes the move to more automation inevitable. It’s clear that AI’s impact on customer care and CX will be profound. Friendly service.

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Artificial Intelligence Contact Center CX Machine Learning 154

Callminer

JULY 22, 2024

Read this blog to learn how real-time agent guidance, leveraging natural language processing and other AI technologies, can give agents customer-focused suggestions at the best opportunities.

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Contact Center AI Technology Technology 182

Callminer

MAY 27, 2020

Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Contact Centers Incorporate Advanced Analytics. Read on to learn more.

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Contact Center Sentiment Analysis Machine Learning AI 207

Execs In The Know

FEBRUARY 21, 2024

People are excited about AI and hyperautomation , and for a good reason. AI has the potential to automate complex enterprise tasks that involve human thinking and related behavior. AI-driven hyperautomation for the enterprise looks like the current state of self-driving cars.

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Contact Center AI Healthcare Start-ups 98

Callminer

APRIL 15, 2019

CallMiner's VP of AI Rick Britt and Senior Data Scientist Yang Liu answered questions from their user community on a variety of topics on artificial intelligence (AI) in the contact center.

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Contact Center Artificial Intelligence AI 182

Taylor Reach Group

SEPTEMBER 6, 2023

by Colin Taylor The rapid advancement of conversational AI has had a profound impact on various industries, and one arena that has been significantly affected is the contact center industry. The emergence of Interactive Voice Response Systems (IVRs) in the 1980s marked the initial steps toward automation within contact centers.

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Contact Center AI Data Entry Sentiment Analysis 65

Callminer

APRIL 3, 2024

Read this blog to learn what it takes to operationalize artificial intelligence (AI) in contact centers and beyond, focusing on the significance of workflows and how they can help drive ROI.

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Artificial Intelligence AI Contact Center 182

Execs In The Know

AUGUST 19, 2024

Evaluating AI and automation solutions for your contact center can be a daunting task— especially with so many providers in the marketplace. How do you identify which challenges to solve with AI, or which platform makes the most sense for your organization? Where do you even start? But consider the bigger picture.

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Contact Center AI CRM Start-ups 52

Fonolo

DECEMBER 8, 2023

Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! There’s no denying that some of the changes impacting contact centers over the last four years continue to make waves – notably the enduring appetite for hybrid and remote work.

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Contact Center Artificial Intelligence Sports AI 81

DMG Consulting

JUNE 6, 2024

The Importance of Contact Center Data for AI Initiatives June 2024 Contact centers are a great source of customer-centric data, as most of what is done for customers and prospects is captured and recorded by one or more of the department’s systems or applications. The fuel or enabler for AI initiatives is data.

Contact Center 48

Contact Center AI Artificial Intelligence Omnichannel 48

DMG Consulting

MARCH 8, 2024

AI and the Contact Center Staffing Challenge March 2024 It’s challenging and costly to hire, train, and onboard new contact center agents, and it’s often more difficult to retain them. Contact centers have always had an employee attrition problem because it’s a tough, underappreciated, and generally underpaid job.

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Contact Center AI Artificial Intelligence Real Estate 48

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? What’s inside?

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Contact Center Artificial Intelligence AI CX 87

Fonolo

OCTOBER 19, 2023

If you’re in the contact center industry, 80/20 service levels are likely nothing new. Contact center managers know that SLAs are essential for defining and measuring success for their businesses. Contact center managers know that SLAs are essential for defining and measuring success for their businesses.

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Contact Center Social Media Construction AI 81

Smart Customer Service

NOVEMBER 16, 2024

Technavio expects cloud-based solutions to drive revenue in the contact center market and AI to redefine the landscape.

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Contact Center AI 52

Customer Think

AUGUST 1, 2024

The traditional contact center model is evolving into something more advanced: agentless contact centers. Powered by artificial intelligence (AI) and automation, these centers are revolutionizing customer service by providing efficient, cost-effective, and personalized experiences. Yes, it’s here.

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Contact Center Artificial Intelligence Customer Service AI 64

Callminer

OCTOBER 7, 2020

This article outlines 25 key contact center interactions and judgments AI cannot handle as well as humans can.

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Contact Center AI 182

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. That’s where contact center analytics comes into play. What is Contact Center Analytics? However, what are the benefits of contact center analytics?

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Contact Center Text Analytics Sentiment Analysis Machine Learning 52

DMG Consulting

NOVEMBER 8, 2023

2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. Decision-makers are considering many factors, including: Is it safe to use AI?

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Contact Center AI Artificial Intelligence Compliance 48

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale. Delivering superior CX (speed, accurate authentication; engaging with virtual assistants).

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Contact Center Artificial Intelligence CX Transformation Actionable Insights 130

Win the Customer

DECEMBER 20, 2023

In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals. Let’s delve into the pros and cons of each to empower informed decision-making.

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Contact Center AI Technology Technology 69

Callminer

APRIL 20, 2018

Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. Each contact center has its own priorities and goals, each of which is influenced by customer expectations.

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Contact Center Customer Experience Machine Learning Sentiment Analysis 186

Hodusoft

NOVEMBER 6, 2024

Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance Whether you are an entrepreneur or a professional in the contact center industry or any other sector, you know that implementing best practices can enhance performance by leaps and bounds and drive success.

Contact Center 52

Contact Center Compliance Net Promoter Score Customer Satisfaction 52

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 no way around it: How contact centers currently train and onboard agents is completely messed up.

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Contact Center Social Media NPS AI 204

Ameyo Callversations

NOVEMBER 16, 2021

In a digital-first post-pandemic world, exceptional customer experience has become a priority without stepping out, and organizations are paying close attention to making it happen with inbuilt AI technologies in contact and cloud centers. A report predicts that the AI market size will reach US$ 270 billion by the end of 2027.

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Contact Center AI Artificial Intelligence Customer Experience 96