Callminer

OCTOBER 11, 2018

Kaye Chapman is the Learning & Development Manager at Comm100 , a global provider of AI-powered digital customer conversation software. She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. Employee engagement.

Contact Center 561

Contact Center Non-Profits Compliance Education 561

Hodusoft

JANUARY 8, 2025

Role of VoIP and Contact Centers in Transforming Microfinance “Microfinance stands as one of the most promising and cost-effective tools in the fight against global poverty.” This is where contact centers and Voice over Internet Protocol (VoIP) solutions come into play. Let’s discuss it in detail.

Contact Center 52

Contact Center Finance Customer Satisfaction Transportation 52

Execs In The Know

NOVEMBER 21, 2022

New technologies such as cloud-based virtual call centers, AI-driven chatbots, interactive voice response (IVR), and voice biometrics have all become integral components of many companies’ front-line customer service teams. Let’s explore five ways to get started with optimizing your operations using contact center automation. .

Contact Center 98

Contact Center Education AI Engineering 98

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

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win. Learn more about Shaun here and here.

Contact Center 121

Contact Center AI Technology Technology 121

CSAT.AI

DECEMBER 16, 2021

Offshoring contact center operations is not a new concept. The costs of setting up and/or scaling contact centers are high from training, to equipment, to wages. Plus, supplemental contact center support in a different time zone makes it possible to have 24 hour service accommodating your customers around the world.

Contact Center 109

Contact Center Entertainment Legal Retail 109

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022.

Contact Center 98

Contact Center Technology Technology Social Media 98

Uniphore

OCTOBER 21, 2021

Uniphore’s integrated Conversational Automation (CA) platform now combines Conversational AI, workflow automation, Robotic Process Automation (RPA), low-code/no-code capabilities and a business friendly UX to transform and democratize customer experiences. Conversational Automation really is the next frontier in digital transformation.

Contact Center 189

Contact Center Education Healthcare AI 189

Fonolo

MAY 23, 2023

Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? What is Hyper-Personalization in a Contact Center? Customer service is all about meeting and exceeding customer expectations.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Fonolo

SEPTEMBER 4, 2018

Yang, here is his full quote about call centers, starting at 11:20: Google recently demonstrated software that can do the job of an average call center worker and there are still 2.5 We addressed this on the blog: No, Google’s Duplex is Not Going to Replace Call Centers. Webinar: The Impact of AI in Customer Experience.

AI 209

AI Contact Center Start-ups Innovation 209

Fonolo

APRIL 10, 2019

Contact center software and CRM software have been on a slow collision course for decades. How to Reduce Contact Center Costs AND Improve Customer Service. Who should watch: VPs & Directors of Contact Centers. VPs & Directors of Contact Channel Performance. How can we make this more concrete?

Contact Center 98

Contact Center CRM Gaming Customer Service 98

Execs In The Know

AUGUST 10, 2021

WFH contact center roles are nothing new, but the pandemic contributed to many organizations shifting more of their workers to this construct by necessity. Perfecting the work-at-home contact center model. According to Gartner research, 70% of customer service and support agents prefer to work at home.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

Uniphore

JANUARY 25, 2022

However, in artificial intelligence (AI), the feeling is anything but cautious. While the rest of the world was scrambling to course-correct in the wake of the global pandemic, AI was undergoing nothing short of a revolution. Emotion is the Next AI Frontier. Video-based AI software is the answer to that demand.

AI 130

AI Artificial Intelligence Healthcare Legal 130

CX Accelerator

OCTOBER 26, 2019

He's the perfect blend of human and AI. When he found himself in the future, he didn't complain - he worked to educate himself - a growth mindset. Jeremy Watkin is a CX leader, contact center veteran, mega Marvel fan, and Product Marketing Manager at 8X8. Maybe Robert Downey Jr. Dan Gingiss It's gotta be Iron Man.

CX 303

CX Contact Center Start-ups Education 303

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. What Can AI Do To Help Your Business Today?

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Fonolo

JANUARY 19, 2023

But stressful industries like contact centers stand out. Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. Most call center agents are underpaid for their skillset and education, compared to the market. Every field has employee turnover, of course. DID YOU KNOW?:

Data Entry 155

Data Entry Contact Center Social Media Education 155

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them.

Contact Center 73

Contact Center Artificial Intelligence Social Media Gaming 73

ECXO

NOVEMBER 9, 2023

Design of Work Experience , Author, Coach, and Educator. Which is passionate about Conversational AI to empower every person and every organization to achieve more. She believes integrated, customer-centric communication and strategic tech ensure secure, future-proof contact centers. Karen’s Bio: Principal of Co.-Design

CX 156

CX CXM Government Contact Center 156

Fonolo

MARCH 6, 2019

One of the greatest gifts you can give yourself in your education is exposure to some vital organizations that offer resources, events, and other educational pieces that will make you an expert in no time. The Contact Center Network Group supports a vital part of the customer service industry: Call centers.

Customer Service 102

Customer Service Contact Center Education Non-Profits 102

Execs In The Know

AUGUST 5, 2024

Artificial intelligence (AI) is transforming industries with its innovative capabilities, particularly in customer experience (CX). From enhancing personalization to improving service efficiency, AI offers significant benefits. Operational Efficiency: AI automates processes and scales personalization efforts, driving business growth.

AI 97

AI Artificial Intelligence CX VOC 97

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? See where your contact center makes its mark or could use a little improvement. Natural language processing, meanwhile, can be used to find knowledge that lacks text, like educational videos.

Customer Service 130

Customer Service Contact Center Social Media Engineering 130

Fonolo

AUGUST 30, 2018

Artificial Intelligence (AI) has invaded our lives and is fundamentally redefining the way we work. In particular, AI is having a noteworthy impact on the contact center industry, a space that represents the front line and links businesses with customers. What Can Contact Centers Expect from AI?

AI 73

AI Artificial Intelligence Contact Center Customer Experience 73

Fonolo

DECEMBER 13, 2018

Another thing to consider is the quick and efficient education of this seasonal staff: Be smart and plan ahead: Put in place a protocol to find and on-board customer service reps as fast as possible. There are many ways to make use of technology to help lighten the load of call center and customer service employees.

Customer Service 113

Customer Service Contact Center Artificial Intelligence Social Media 113

Fonolo

NOVEMBER 13, 2018

The following conferences give you a front-row seat for hot-topic, contemporary customer service trends and how to take advantage of them; this could be anything from AI to advances in live chat. We’re big fans of Customer Contact East and the title of April’s conference, “Realizing Your Customer First Vision”. When: April 7-10, 2019.

Customer Service 108

Customer Service Contact Center Innovation Social Media 108

Fonolo

MARCH 25, 2019

One thing is clear: Everyone is talking about artificial intelligence (AI) these days. If you look at searches and mentions of AI online, you can see a clear exponential trend. This is also evident in the customer service space, where interest in popular AI tools (like chatbots) has grown. 2) Natural language processing (NLP).

Artificial Intelligence 70

Artificial Intelligence AI Contact Center Machine Learning 70

Fonolo

SEPTEMBER 19, 2018

In addition to monitoring and responding to customer support requests in a timely and educated fashion, companies can think ahead and employ social media in other ways that will boost overall customer experience. Webinar: The Impact of AI in Customer Experience. We’ll talk about: How AI Can be Used to Create Better CX.

Social Media 237

Social Media Contact Center Non-Profits Education 237

DMG Consulting

AUGUST 31, 2018

Question: What can we do to attract candidates for contact center agent job openings? Answer: With 2018 US unemployment rates hovering near 18-year lows, contact center leaders need to think outside the box when attempting to fill agent positions. However, one area that has seen little change is agent pay.

Contact Center 59

Contact Center Artificial Intelligence Construction Education 59

Callminer

JUNE 24, 2019

Joined by Sitel Group—a finalist for the 2019 CCW BPO of the Year —as well as hospitality industry leader Holiday Inn Club Vacations, CallMiner’s workshop “Accelerate Speed to CX Intelligence with AI and Automated Interaction Analytics” will kick off Tuesday, June 25 from 2:15 – 4:45 p.m. in the Montego AF Room of the Mirage Event Center.

Hospitality 140

Hospitality Hospitality Contact Center AI 140

Callminer

FEBRUARY 21, 2018

Nenad is the co-founder & CEO of CroatiaTech , a future technology development company that focuses on software & website development, machine learning, AI, VR, AR and mechatronics. Scott Sachs is president of SJS Solutions , a consultancy that specializes in the development and deployment of contact center technology.

Contact Center 210

Contact Center CRM Technology Technology 210

Taylor Reach Group

APRIL 25, 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. AI Briefing – May 3, Atlanta, GA. ICMI Contact Center Expo – May 21 -24, Orlando, FL. And new tech such as bots, AI, even blockchain, can help.

Contact Center 62

Contact Center Customer Experience Artificial Intelligence Government 62

1 to 1

OCTOBER 30, 2024

That proverb may be traced to Voltaire and Spider-Man, but it’s contact center leaders who see the impact data and analytics are already having on the front line — and the obligations that come with it. Particularly noteworthy is the consensus among CX leaders that contact center associates’ role cannot be overstated.

Contact Center 26

Contact Center Retail Transportation Entertainment 26

Zendesk

SEPTEMBER 5, 2023

Whether you’re a business owner, customer service professional, or curious about the latest trends in customer support, join us as we delve into the potential and benefits of omnichannel contact centers. What is an omnichannel contact center?

Contact Center 52

Contact Center Omnichannel Social Media AI 52

Fonolo

FEBRUARY 13, 2019

Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. Who wrote it: Contact Babel. About: We almost always include a Contact Babel report in these posts. This year’s edition is based on questionnaires answered by 222 contact center managers and directors, and weighs in at a healthy 363 pages!

Contact Center 57

Contact Center Technology Technology Customer Service 57

Intercom

OCTOBER 10, 2024

We spoke with Angelo Livanos, Senior Director of Global Support at Lightspeed Commerce , about burning topics in the customer service space right now, like getting stakeholder buy-in for AI, approaches to rolling out the technology, managing change, and keeping a pulse on employee and customer satisfaction.

AI 96

AI Innovation Customer Service Start-ups 96

Fonolo

JANUARY 14, 2020

Top Pick: Promoting a digital-first mentality throughout the contact center. Top Pick: Customer self-service and the role of cloud contact centers. Top Pick : Actually, customer support IS a cost-center… Bold360 Blog. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Fonolo

MARCH 7, 2019

Anyone who works in the customer service arena has witnessed an explosion in the hype surrounding artificial intelligence (AI) and natural language processing (NLP). Popular AI tools like chatbots use NLP (or, the ability to understand human language) to interact with customers on a more sophisticated level than the IVRs of old.

Artificial Intelligence 62

Artificial Intelligence AI Contact Center Social Media 62

Bill Quiseng

JULY 18, 2017

I started my career producing conferences, and then moved to building a social network and online magazine for contact centers. At this social network I had a podcast show, a blog, and I was an early thought leader on contact centers. Blake is adjunct faculty at the Rutgers executive education MBA program.

Customer Experience 283

Customer Experience Contact Center Education Healthcare 283