Contact Center Customer Service CX 
eglobalis
MARCH 24, 2025
Introduction: AI-driven virtual agents, including chatbots and voice assistants, are increasingly integral to customer service operations. Organizations leverage these technologies aiming for efficiency, cost reductions, and enhanced customer experiences.
eglobalis
MARCH 30, 2025
[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? To manage this flood of information, organizations increasingly rely on automation and AI.
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eglobalis
APRIL 27, 2025
In the customer experience (CX) realm, this means AI that doesnt just answer a question or present a dashboard but acts on insights in real time orchestrating processes, personalizing interactions, and resolving issues end-to-end. Current CX trends make this evolution timely. In 2023, generative AI (e.g., What Is Agentic AI?
CX Accelerator
MARCH 16, 2020
Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Be careful about confusing agents and customers. Are you sold?
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
eglobalis
OCTOBER 21, 2024
However, this approach requires seamless coordination between public relations, social media teams, and customer service to ensure customer experience consistency. Mature companies often face the dilemma of scaling customer service while ensuring that every response is thoughtful and effective.
CX Accelerator
MAY 15, 2019
Here at CC Expo, it’s clear that the world of the contact center is at a turning point. While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already. And that would be easy, if working with people was simple.
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The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms. This webinar with CX master Steve Pappas will unravel how conversational AI is transforming business-customer interactions and contact center operations globally. Don't miss this exclusive event!
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