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.

Contact Center 147

Contact Center Omnichannel Artificial Intelligence AI 147

Execs In The Know

MARCH 31, 2025

Spirit Airlines recognized this, embarking on a bold AI-powered transformation to redefine customer service (or “Guest Care,” as Spirit calls it) and move its brand into the future. Their mission was clear: improve the guest experience, grow ancillary revenue, and lower the cost per customer interaction.

AI 78

AI Customer Experience Net Promoter Score Legal 78

Hodusoft

APRIL 27, 2022

Omnichannel Contact Center: A Beginner’s Guide to Scale Up. Providing the best customer service is one of the most important pillars of any businesses’ success. Earlier, call centers had limited resources making it difficult for tech support to handle every query. What Is An Omnichannel Contact Center?

Contact Center 105

Contact Center Omnichannel Social Media CXM 105

Hodusoft

MARCH 24, 2022

The Future of customer service is the Omnichannel Contact Center. Regardless of how the customers contact you, they expect to have their issues resolved on time. An omnichannel solution for contact centers is the perfect solution to meet these requirements.

Contact Center 105

Contact Center Omnichannel Customer Service Customer Expectations 105

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

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

DECEMBER 15, 2020

However, we’re willing to bet that this contact center trend — resiliency — will be seen across all industries. Contact centers need to be more resilient before the next crisis. Contact centers need to be more resilient before the next crisis. Contact Center Trends 2021. Crises do occur.

Contact Center 147

Contact Center Omnichannel Engineering Technology 147

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?

Contact Center 98

Contact Center Omnichannel Social Media Artificial Intelligence 98

Aquire

SEPTEMBER 6, 2021

An omnichannel contact center offers more than just customer communication — it’s a powerful tool for creating memorable customer experiences (CX) and strengthening brand loyalty. So, how exactly do you build the types of experiences that keep people coming back for more? Unify your CX strategies.

Contact Center 98

Contact Center Omnichannel Social Media Net Promoter Score 98

Hodusoft

APRIL 24, 2025

Insurance Customer Retention with Contact Center Software For contemporary insurance companies, acquiring more policyholders is not good enough. In such a scenario, customer retention (or retention of policyholders, if you will) is the only recourse. They must have mechanisms to gather and act on customer feedback.

Contact Center 52

Contact Center Customer Retention Data Entry CRM 52

Hodusoft

MARCH 26, 2025

The Complete Guide to E-commerce Contact Center Success with HoduSoft E-commerce companies have revolutionized the way people purchase products, as well as services. A PwC study found three out of every five customers around the world feel online retailers have lost the human element of customer experience (CX).

E-commerce 52

E-commerce Contact Center Omnichannel Net Promoter Score 52

Fonolo

OCTOBER 15, 2020

Here are seven things your customers want your contact center to know: They want easy solutions. That’s why creating reducing friction in your customer experience is so important. Take time to walk through your customer journey and ask yourself, “How can I simplify this?” Consumers hate solving problems.

Contact Center 144

Contact Center Omnichannel Business Growth Technology 144

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.

Contact Center 152

Contact Center Artificial Intelligence AI Omnichannel 152

Hodusoft

APRIL 2, 2025

The Role of Automation in Telecom Contact Centers: Solving High Volume Challenges and Reducing Costs Uber-connected. ” The irony, however, is that the contact centers of telecom companies can do better when it comes to responding to customers’ queries and resolving their issues. Well-informed.

Contact Center 52

Contact Center Omnichannel Sentiment Analysis Data Entry 52

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. Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

Uniphore

JUNE 1, 2017

Omnichannel and personalization – and never the twain shall meet. Is the desire to deliver a true omnichannel contact center offering at odds with the idea of providing a truly personalized customer experience? Read More.

Omnichannel 133

Omnichannel Contact Center Customer Experience 133

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…”.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Callminer

NOVEMBER 9, 2020

Luckily, there are ways to spot inbound call fraud in real time, allowing agents to take back control over customers’ security without jeopardizing the overall customer experience. This 360-degree visibility forms the foundation of true omnichannel service and a gateway to fully understanding a customer’s journey.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Fonolo

SEPTEMBER 22, 2020

A Fully Integrated Omnichannel Contact Center. Omnichannel contact centers are more than just ‘nice to have’— they’re now essential for a great customer experience. The post 4 Contact Center Technologies You Need to Win Over Gen-Z first appeared on Fonolo.

Contact Center 124

Contact Center Technology Technology Omnichannel 124

Uniphore

JULY 29, 2015

Richard Snow, VP & Research Director of the Ventana Research's Customer and Contact Center Research practice, discusses the need to deliver a consistent, continuous and contextual customer experience both within and across multiple communication channels.

Omnichannel 145

Omnichannel Contact Center Customer Experience 145

Hodusoft

JUNE 27, 2024

Omnichannel Strategies for BFSI: Enhancing Customer Experience with Contact Center Software Do you know the top priority of today’s customers? It is none other than a seamless and personalized experience. What Do You Understand by Omnichannel Strategies? Another report suggests that about 44.5

Contact Center 59

Contact Center Omnichannel Customer Experience Social Media 59

Uniphore

JANUARY 4, 2022

Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Uniphore Collaborates with Cisco to Enable Better Customer Experiences. See how Emotion AI is reshaping how we connect with customers in the virtual workplace. CX and Contact Center Leaders. Conversational AI Platform. Learn More.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

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.

Contact Center 91

Contact Center Technology Technology Omnichannel 91

Hodusoft

AUGUST 17, 2022

How omnichannel creates seamless customer service experience. The increasing competition due to demanding customers, technological disruptions, and shopping behavior patterns have changed the traditional course of action. . It’s simple; all they need is an ‘omnichannel approach’ in their Customer service journey!

Omnichannel 98

Omnichannel Customer Service Contact Center Touchpoint 98

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

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Role of contact center software in managing a ‘hybrid workforce’.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

Hodusoft

AUGUST 9, 2021

EasyFive Reasons Why E-commerce Players Need Social Media Contact Center Software. Branding has long been used by businesses to drive emotional connection and brand recall in customers. Many e-Commerce players using Social Media Contact Center Software for better CX. High volume of customer inquiries and requests.

E-commerce 105

E-commerce Social Media Contact Center Omnichannel 105

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Be Responsive. Be Proactive. Be Empathetic And Capable.

Customer Experience 157

Customer Experience Omnichannel CRM Contact Center 157

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.

Contact Center 98

Contact Center Omnichannel Artificial Intelligence Machine Learning 98

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.

Contact Center 561

Contact Center Non-Profits Compliance Education 561

Fonolo

FEBRUARY 11, 2020

A few weeks ago, our CEO, Shai Berger , sat down with Peter Ryan, Principal Analyst and Founder of Ryan Strategic Advisory , to discuss the state of the contact center going into the new decade, and how the industry is expected to develop in the coming years. The real reason why companies are investing more in their contact centers.

Contact Center 98

Contact Center Omnichannel AI Technology 98

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Consider attending an industry event if you’d like to sharpen your management and customer service skills. You’ll be glad you did!

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

Comm100

OCTOBER 25, 2021

Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers. Another customer benefit of business going digital is the ability to support a variety of channels. Younger generations demand to connect how and when they want.

Contact Center 98

Contact Center Social Media Omnichannel Technology 98

Ameyo Callversations

AUGUST 26, 2021

Contact centers make the spine of your customer experience. Any piece that you miss in the contact center eventually disturbs the experience for the customer. As a result, customer expectations are growing/evolving and becoming more demanding in the context of customer services.

Contact Center 98

Contact Center Sentiment Analysis AI Finance 98

Execs In The Know

FEBRUARY 11, 2025

For the first time, the reality of integrating AI into the contact center and throughout the customer journey is living up to the hype. Ironically, this ultimately damages the customer experience and makes CX leaders jobs harder. on the main stage.

Contact Center 52

Contact Center AI Engineering CX 52

Fonolo

JANUARY 20, 2022

Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition. Industry Report: State of the Contact Center 2022.

Contact Center 81

Contact Center Omnichannel Social Media Retail 81

Hodusoft

APRIL 6, 2022

Top 5 Customer Experience Trends to Consider in 2022. In recent years, businesses have realized the impact that customer experience has on the growth of their businesses. To make sure that their companies stick out in the market, they do everything to ensure that their customer experience is optimal.

Customer Experience 105

Customer Experience Contact Center Omnichannel Artificial Intelligence 105