Adrian Swinscoe

FEBRUARY 5, 2025

Todays podcast is with Alex Levin, the Co-Founder and CEO of Regal.io, that provides high-touch contact center software (CCaaS) that enhances sales, support, and customer retention [] The post The natural home of the contact center is under the CMO Interview with Alex Levin of Regal.io

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DMG Consulting

FEBRUARY 12, 2025

DMGs primary research findings reveal a single cornerstone connecting this years priorities: the growing application of artificial intelligence (AI) and automation technologies in contact center and customer service operating environments. Are contact centers adopting AI? An additional 37.1%

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eglobalis

APRIL 27, 2025

In tr od uc ti on [link] Agentic AI has emerged as a next-frontier concept in artificial intelligence, promising a paradigm shift in how businesses engage with customers. for example, has embedded agentic CX tools into its contact center platform, with capabilities for resolution, analytics, and behavioral insight.

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Execs In The Know

FEBRUARY 10, 2025

The customer experience (CX) landscape is evolving rapidly, especially in contact centers. Todays consumers expect seamless, efficient service, and they have little patience for delays or miscommunication. Customers want their problems to be solved quickly, but they also want to feel heard and understood.

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Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. One thing contact centers need to get better at is…”.

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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.

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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.

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DMG Consulting

MARCH 13, 2025

This set into motion the most radical and impactful transformation of contact centers and customer service organizations ever experienced. Below is a list of lessons learned and top takeaways that will help CX, contact center, and customer service leaders successfully move forward on their AI journeys: 1.

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Fonolo

MAY 4, 2021

Consumer expectation and channel preference have always dictated the direction of customer service and experience. The highly-coveted Millennial and Gen Z consumers expect and demand a certain quality of customer service across all channels. The ROI of Call-Backs for Your Call Center.

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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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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.

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UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. The post Can Artificial Intelligence Replace Contact Center Agents?

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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.

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Contact Center Artificial Intelligence Business Growth B2B 147

eglobalis

JULY 2, 2024

”—offers a narrow and momentary transactional perspective on customer sentiment. Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner.

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NPS Customer Feedback Net Promoter Score B2C 490

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).

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Hodusoft

OCTOBER 17, 2024

How AI and Omnichannel Support Elevate Customer Service in Call Center “Just as electricity transformed almost everything 100 years ago, today I actually have a hard time thinking of an industry that I don’t think Al (Artificial Intelligence) will transform in the next several years.”

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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.

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Contact Center Non-Profits Compliance Education 561

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.

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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.

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VOE Artificial Intelligence Contact Center Entertainment 182

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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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. Thursday, July 25th Customer Experience.

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CSAT.AI

APRIL 5, 2023

Like most industries, customer service has its own jargon – chock full of acronyms (context is everything). Here is a customer service dictionary of 65 common terms and acronyms with some links if you want to go deeper. Note: Churn as a loss can be applied to customers or agents.

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Futurelab

JANUARY 31, 2022

Tags: Annette Franz (Gleneicki) artificial intelligence automation contact center customer experience customer service employee experience Facebook Like.

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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.

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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. According to Microsoft’s State of global customer service report , more than half (58%) of customers choose a brand based on their customer service.

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Contact Center Social Media Artificial Intelligence Omnichannel 98

Adrian Swinscoe

OCTOBER 24, 2024

Today’s interview is with Thomas Laird, founder and CEO of both the Expivia Interaction Marketing Group, a USA BPO omnichannel contact center, and OttoQA, a next-generation […] The post Basketball, false hustle and metrics that matter – Interview with Thomas Laird of Expivia/OttoQA first appeared on Adrian Swinscoe.

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Contact Center Omnichannel Artificial Intelligence AI 147

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. The post Can Artificial Intelligence Replace Contact Center Agents?

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Artificial Intelligence Contact Center Machine Learning Technology 56

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. 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? Customers want to feel seen.

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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.

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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.

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Fonolo

DECEMBER 13, 2018

Here are a few things every retail company can do to maintain a high level of customer service and ensure that the momentum gained is maintained this festive season both in-store and online. Incentivize Your Customer Service Employees. The holiday season can be a difficult time for customer service employees.

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Hodusoft

NOVEMBER 17, 2021

The ultimate guide to the omnichannel contact center software. Customer care executives should be able to give them the service they anticipate. 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?

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DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. Cloud-Based Contact Center Solutions.

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Hodusoft

OCTOBER 26, 2021

Why should you move from Legacy PBX to Modern Contact Center Software? The one point every business harping upon over the last two years unanimously is customer experience. With innovation, technological advancement, and increasing expectations of customers, modern contact center software has become imperative.

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Callminer

FEBRUARY 19, 2020

Embracing innovative new practices such as artificial intelligence (AI) and flexible working arrangements can help considerably in alleviating such issues. For information on improving the customer experience through the use of innovative AI technology, download our white paper, How AI Improves the Customer Experience.

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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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Fonolo

NOVEMBER 11, 2022

Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic. READ THE FULL GUIDE: Contact Center Trends 2023. (It

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