Execs In The Know

FEBRUARY 10, 2025

The customer experience (CX) landscape is evolving rapidly, especially in contact centers. At the same time, contact center agents, who are tasked with delivering high-quality support, are under pressure to meet performance metrics while juggling increasingly complex interactions.

Contact Center 52

Contact Center CX Artificial Intelligence AI 52

Callminer

APRIL 20, 2018

Customer experience (CX) is evolving. 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. As such, contact centers must adopt technologies that align with customer expectations.

Contact Center 186

Contact Center Customer Experience Machine Learning Artificial Intelligence 186

Uniphore

JULY 30, 2021

We are poised to democratize AI and automation so that citizen developers can collaborate with developers and data scientists to make the world of CX better for everyone, with clicks not code. Why Is It Hard to Deliver Great CX Today? of AI and Robotics users say that their customers rate their CX highly on the NPS scale.

Innovation 246

Innovation CX Contact Center Artificial Intelligence 246

eglobalis

MAY 12, 2024

The Upcoming Impact of AI on Enterprise Technology Design: Enhancing Customer Experience and Business Outcomes The post The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes appeared first on Eglobalis.

Technology 451

Technology Technology AI CX 451

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

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.

Contact Center 141

Contact Center Artificial Intelligence Sentiment Analysis AI 141

DMG Consulting

MARCH 13, 2025

This set into motion the most radical and impactful transformation of contact centers and customer service organizations ever experienced. While achieving the AI vision and realizing its full value and benefits is yet to come, a great deal of progress has already been achieved throughout the CX industry.

Contact Center 48

Contact Center AI Artificial Intelligence CX 48

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. Brian Cantor Leading CX Industry Analyst Contact Center Week. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada. It’s challenging to train, onboard, and retain talent in the contact center today. Register Now.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

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).

Contact Center 130

Contact Center Artificial Intelligence CX Transformation Actionable Insights 130

Fonolo

MAY 4, 2021

Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors. Budget-conscious center managers are struggling to up their CX game while managing the cost of upgrading their operations. The ROI of Call-Backs for Your Call Center. The result?

Contact Center 152

Contact Center Artificial Intelligence AI Omnichannel 152

eglobalis

JULY 2, 2024

In CX, the same applies to CSAT, CES, and whatever. Return on Investment (ROI) : Calculates profitability from specific CX investments over time, comparing gains against costs. The exact same criticism can be made about every metric for everything. In accounting, your Net Operating Profit number tells you nothing about causes.

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

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.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

DMG Consulting

APRIL 2, 2025

of respondents in DMGs annual worldwide survey of customer experience (CX) business and IT goals conducted in December 2024, making it the second-highest technology investment for contact centers in 2025. These are some of the reasons that WFM was selected by 40.8%

Artificial Intelligence 59

Artificial Intelligence CX Contact Center AI 59

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).

Artificial Intelligence 91

Artificial Intelligence Contact Center Machine Learning ML 91

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.

VOE 182

VOE Artificial Intelligence Contact Center Entertainment 182

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.

Artificial Intelligence 62

Artificial Intelligence CX Contact Center Text Analytics 62

Callminer

JULY 15, 2019

This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! 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. Billion in 2022.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

CX Network

FEBRUARY 24, 2025

Discover contact center trends for 2025, including artificial intelligence and customer-centric practices

Contact Center 91

Contact Center Artificial Intelligence 91

Fonolo

DECEMBER 12, 2018

2018 has been a pivotal year for customer experience (CX). Industry wide, there is now a deeper understanding of CX as a multi-faceted, complex, incredibly important piece in the success (or failure) of any brand. Read on as we detail five fascinating CX predictions to inform your 2019 CX strategy. The lesson?

CX 116

CX Artificial Intelligence Contact Center Machine Learning 116

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX and agent experience with conversational AI and automation tools. Emerging technologies like Artificial Intelligence, Machine Learning, and Intelligent Automation are helping brands not just to thrive but succeed in a post-pandemic world. Join Jafar H, Syed, Sr.

AI 130

AI Artificial Intelligence CX Machine Learning 130

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.

Contact Center 96

Contact Center AI Artificial Intelligence Customer Experience 96

eglobalis

MAY 1, 2024

Simplifying CX Design: What Can Companies Do to Compete with Tech Giants? Part II The post CX Design: What Can Companies Do to Compete with Tech Giants? – Part II appeared first on Eglobalis.

CX 276

CX Artificial Intelligence Contact Center Customer Relationship 276

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.

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Contact Center Machine Learning Government Technology 129

Execs In The Know

APRIL 22, 2025

The customer experience (CX) journey is supposed to be seamless, efficient, and human-centered. In our article “ Are Legacy Systems CX’s Biggest Roadblock ?” Take this stat: 54 percent of CX leaders say up to 60 percent of their customer interactions are too complex for automation because of system limitations.

Artificial Intelligence 52

Artificial Intelligence CX Engineering AI 52

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. 3 Crucial CX Trends You Need to Know for 2021.

Contact Center 91

Contact Center Technology Technology Omnichannel 91

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.

Contact Center 81

Contact Center Artificial Intelligence Sports AI 81

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?

Contact Center 87

Contact Center Artificial Intelligence AI CX 87

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.” It happens by design.”

Omnichannel 52

Omnichannel AI Customer Service Contact Center 52

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

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

Execs In The Know

MARCH 31, 2025

Led by Vanessa Hardy-Bowen , Director of Guest Care & Contact Centers, Spirit Airlines took a strategic approach to AI integration, turning challenges into opportunities to innovate. Agent Training and Support Powered by AI Training has historically been one of the most resource-intensive aspects of running a contact center.

AI 78

AI Customer Experience Net Promoter Score Legal 78

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. But the technology is just one piece of the challenge.

Contact Center 77

Contact Center AI Artificial Intelligence Government 77

Fonolo

JANUARY 15, 2019

This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). Lesson 1: CX Management, CX Management, and More CX Management! Lesson 2: AI, Humans and Optimizing the Contact Center for the Digital Age.

Contact Center 80

Contact Center Omnichannel Artificial Intelligence AI 80

CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). So how can we move beyond the hypothetical, and actually make the EX / CX connection? Sadly, it's often just talk. Does this make it any less important? Not at all. ."

CX 140

CX VOE Artificial Intelligence Voice of the Employee 140

CSAT.AI

APRIL 5, 2023

Conversational AI : A set of artificial intelligence based technologies that can recognize and respond to human speech and text inputs at a human level. Generative AI: Artificial intelligence ( AI ) that can be used to create new text, images, video, audio, code, summarizations, responses and synthetic data.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

DMG Consulting

FEBRUARY 14, 2022

DMG Consulting Releases New Report on The State of Artificial Intelligence in Contact Centers. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. Contact center and other service leaders no longer have a choice of whether they.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Touchpoint 48

Customer Think

JUNE 4, 2023

As emerging technologies backed by artificial intelligence (AI) make headway, the pressure is on for companies to start implementing AI into daily operations to optimize the customer experience (CX).

Contact Center 78

Contact Center Artificial Intelligence AI CX 78

Taylor Reach Group

MAY 30, 2017

It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. In this post, I want to focus on trends that are already starting to ‘bite’ in Call and Contact Centers. . . .

Contact Center 71

Contact Center Artificial Intelligence Customer Journey Map AI 71