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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. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What Do Customers Value in CX?
Fonolo
JANUARY 12, 2023
The same holds when considering how artificial intelligence is changing the contact center. . Again: these tools employ automation and at least a bit of artificial intelligence. . Improved contact center operations . How to Buy Contact Center Software. Sentiment Analysis.
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From Start to Scale: Driving Growth Through Seamless Payments Implementation
The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility
4 HR Predictions for 2025: Supercharge Your Employee Experience with Internal Communications
Callminer
SEPTEMBER 29, 2022
Artificial intelligence is a powerful tool for understanding and improving customer experiences. Read on to learn our suggested methods for incorporating this technology into your contact center.
Callminer
DECEMBER 19, 2024
Artificial intelligence (AI) has been transforming the way contact centers operate, delivering tailored customer service to customers. Read about 5 examples of AI in the contact center here.
182 
Callminer
MARCH 6, 2017
Artificial intelligence has become a tool that contact centers have used with more frequency to work with customers.
182 
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.
186 
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.
182 
Callminer
NOVEMBER 2, 2022
As artificial intelligence becomes more advanced and accessible, it is essential to employ both human service and automation in the contact center. Read on for steps to balance your CX approach.
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.
154 
Callminer
FEBRUARY 4, 2021
To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.
345 
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! Customers love it.
141 
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.
126 
Fonolo
MAY 4, 2021
If this sounds familiar, don’t worry — it is possible to upgrade your call center infrastructure and reduce future contact center costs at the same time. Read on to learn how to offset call center costs, and ensure that your customer service operations meet the needs of the 21st-Century customer.
152 
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. The post Fulfilling Conversational AI’s Promise in Your Contact Center appeared first on Uniphore.
130 
Uniphore
JULY 10, 2021
How to Cut Call Center Agent Onboarding Time in Half. Brian Cantor Leading CX Industry Analyst Contact Center Week. It’s challenging to train, onboard, and retain talent in the contact center today. Brian Cantor Leading CX Industry Analyst Contact Center Week. Register Now.
223 
Adrian Swinscoe
SEPTEMBER 27, 2024
Today’s interview is with Sam Wilson, the CEO of 8×8, a provider of a unified cloud platform for contact center, business phone, video, chat, and APIs […] The post Within five years, contact center agents will become contact center specialists – Interview with Sam Wilson of 8×8 first appeared on Adrian Swinscoe.
147 
Customer Think
APRIL 29, 2021
Artificial Intelligence and automation are being increasingly adopted in contact centers to deliver self-service options for consumers and to assist human agents.
122 
Fonolo
JANUARY 10, 2023
Wondering how to use artificial intelligence (AI) in your call center? It’s a hot topic, and many call center managers want to know what this rapidly evolving technology will mean for their organizations. There is plenty to learn about artificial intelligence and its cousin, machine learning (ML).
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.
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.
147 
Uniphore
AUGUST 6, 2021
These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.
246 
TeamSupport
SEPTEMBER 21, 2020
Among all the innovations that have developed throughout the years, artificial intelligence, or AI, is one of the biggest technological breakthroughs that has ever happened to mankind. Ever since AI came into existence, it has been significantly impacting various sectors, including contact centers and the B2B industry.
Callminer
FEBRUARY 18, 2019
Using artificial intelligence to evaluate and understand past contact center conversations shows businesses what to expect and gives them the opportunity to be proactive in the future.
The DiJulius Group
MARCH 14, 2024
Read Full Article The post How Artificial Intelligence (AI) is Benefiting Customer and Employee Satisfaction appeared first on The DiJulius Group. According to an article in Craving Tech, organizations that have integrated this new technology into.
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. Wednesday, July 24th Artificial Intelligence and Machine Learning. Wednesday, July 24th Artificial Intelligence.
Futurelab
JANUARY 31, 2022
Tags: Annette Franz (Gleneicki) artificial intelligence automation contact center customer experience customer service employee experience Facebook Like.
100 
Ameyo Callversations
NOVEMBER 16, 2021
AI is a driving force in contact centers that enables delivering superior customer and agent experience with the help of automation tools. Innovative technologies like ML, Intelligent Automation, and Contact Center AI are helping businesses thrive and succeed in a post-pandemic world. – Salesforce.
Taylor Reach Group
JUNE 9, 2020
These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic. Those who chose to make the contact center their temporary dwelling did so without the ability to take showers.
129 
DMG Consulting
DECEMBER 1, 2020
2020 Contact Center Retrospective. But, despite all of the challenges, a lot of good things have happened, including in the world of contact centers. Surprisingly, contact centers were some of the most successful in getting their employees home and back in operation. Bottom Line.
100 
DMG Consulting
SEPTEMBER 29, 2022
How Artificial Intelligence Is Transforming CX. Artificial intelligence (AI) is driving a great wave of contact center system and application overhauls and upgrades. Artificial intelligence is being rolled out in contact centers in a couple of ways. September, 2022 By Donna Fluss.
Callminer
SEPTEMBER 1, 2020
While it may not have been our typical, in-person experience filled with cocktail hours and outdoor activities, there was no shortage of entertainment and powerful and engaging insight from the customer experience (CX) and contact center industry’s most influential leaders, and hands-on practitioners. The great online kick-off.
182 
Ameyo Callversations
JULY 22, 2021
Until a few years ago, several companies and BPOs treated their contact center division as an entity that managed superior customer service and nothing more or less. The message is loud and clear – ‘your contact center is key to win customers’. There are custom contact center solutions for BPOs.
Taylor Reach Group
SEPTEMBER 29, 2020
The path to contact center modernization has never been straightforward when it comes to its navigating technology infrastructure. Costly,” “crowded,” and “confusing” are how business owners typically describe the process of selecting the right platforms to power their center. On-premise contact center infrastructure is dead.
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.
106 
DMG Consulting
OCTOBER 9, 2020
Question: What is predictive analytics and how is it being used in contact centers? Answer: Predictive analytics is playing an increasingly vital role in contact centers.
Callminer
OCTOBER 11, 2018
She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. First contact resolution (FCR) measures might be…”. The single most undervalued/overlooked call center metric which is not tracked by most contact centers is…”.
561 
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?
Fonolo
FEBRUARY 2, 2021
The pandemic disrupted many contact center trends , but not all of them. Some, like the move to cloud-based contact center technology , were hastened in the last year. Here are some of the ways call center trends around technology have changed. Major Call Center Technology Trends in 2021.
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.
Fonolo
NOVEMBER 9, 2021
Contact centers have faced some serious ups and downs in the past few years. Find out how we scored in our latest resource, Contact Center Trends 2022. As for the upcoming year, take a sneak peek at our predictions below: READ THE FULL GUIDE: Contact Center Trends 2022. Trend #1: Customer intelligence.
Hodusoft
NOVEMBER 17, 2021
The ultimate guide to the omnichannel contact center software. The use of an omnichannel contact center makes it simple to keep up with the expectations of a modern consumer. What is an Omnichannel Contact Center? Among the preferred channels for Omnichannel contact centers are: Web conferencing.
eglobalis
JULY 2, 2024
By embracing a diverse array of metrics and leveraging cutting-edge technologies such as artificial intelligence (AI) and machine learning (ML), businesses can obtain a more comprehensive and nuanced understanding of customer sentiment and other important facts.
373 
Hodusoft
OCTOBER 26, 2021
Why should you move from Legacy PBX to Modern Contact Center Software? Organizations using legacy PBX (Private Branch Exchange) or enterprise phone systems are giving way to prioritize customer service with modern contact center software. . Contact center software. Not just an upgrade from PBX to IP PBX .
Fonolo
MAY 19, 2022
The customer service climate is constantly evolving, which means your contact center’s operation must adapt to keep up. Contact center technology is a key component of the way your business functions. Industry Report: State of the Contact Center 2022. Our Top 6 Contact Center Technology Picks for 2022.
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