Fonolo

DECEMBER 1, 2022

With the right tools on board, your contact center can increase agent happiness and productivity, while hitting your KPIs and running an efficient operation that scales with ease. . But how do you buy the call center software and choose from the countless options in a very competitive marketplace? billion in 2022 to US $93.7

Contact Center 87

Contact Center Sentiment Analysis Omnichannel Artificial Intelligence 87

CSAT.AI

FEBRUARY 1, 2023

The negative nickname of ‘cost center’ applied to contact centers works against the success of quality customer service. Further, there is an argument for the contact center as a means of increasing profit and using other department budgets wisely. Human based customer service is one of these.

Contact Center 102

Contact Center Non-Profits Sentiment Analysis Sales 102

Taylor Reach Group

SEPTEMBER 6, 2023

by Colin Taylor The rapid advancement of conversational AI has had a profound impact on various industries, and one arena that has been significantly affected is the contact center industry. The emergence of Interactive Voice Response Systems (IVRs) in the 1980s marked the initial steps toward automation within contact centers.

Contact Center 65

Contact Center AI Data Entry Sentiment Analysis 65

CSAT.AI

JANUARY 25, 2023

But does this debate apply to the contact center work from home model? WFH and Hybrid Future in Contact Centers Contact Center Pipeline (with the Work from Home Alliance) surveyed contact center leaders from various industries in 2022 about hybrid and WFH models.

Contact Center 97

Contact Center Sentiment Analysis AI CX 97

CSAT.AI

NOVEMBER 17, 2022

In regard to customer service it’s using technologies instead of people to accomplish both customer facing and back end tasks. Customers are leaning into automation according to McKinsey research. Instead, 81% are more interested in using email and 62% in website/self-service in the future. Are you one of them?

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

eglobalis

OCTOBER 21, 2024

To combat this, companies can benefit from tools such as sentiment analysis, Customer Data Platforms (CDPs), and other social media analytics that assess the emotional tone and urgency of complaints. Responding to every post may quickly become unsustainable, leading to burnout or compromised quality in engagement.

Social Media 414

Social Media B2B Sentiment Analysis B2C 414

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. Over the last few years, AI and digital transformation have evolved some new trends, and contact centers fall under that transitioning verticals.

Contact Center 98

Contact Center Sentiment Analysis AI Finance 98

Execs In The Know

AUGUST 10, 2021

While the labor shortage has affected every industry, one role that has fared relatively well during the labor shortage is that of the work-from-home (WFH) customer service agent. WFH contact center roles are nothing new, but the pandemic contributed to many organizations shifting more of their workers to this construct by necessity.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. 66% of respondents had a serious problem with a product or service over the previous year.

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

CSAT.AI

FEBRUARY 8, 2023

With the internet buzz around ChatGPT making so much noise it’s easy to miss that AI tools have been a part of customer service for a long time. For the customer service industry, how can generative AI tools like ChatGPT impact the future of contact centers? Plus, there are other GPT-3 and GPT 3.5

Contact Center 71

Contact Center AI Sentiment Analysis Customer Satisfaction 71

CSAT.AI

DECEMBER 8, 2022

Value-added Work vs Non-Value-Added Work How Does This Apply to Customer Service? Customer Service Management Non-Value Added Activities Customer Service Agent Non-Value Added Activities Ideas for Identifying and Eliminating Waste The Human Touch Has Value. How Does This Apply to Customer Service?

Contact Center 82

Contact Center Non-Profits Sentiment Analysis Customer Service 82

Ameyo Callversations

MARCH 2, 2022

Even implementation of ai in contact centers helps agents to ease their tasks and help them perform better. The use of machine learning coupled with Artificial intelligence and automated voice responses in a Contact center also helps the agents assist customers by making the calls interactive.

Contact Center 52

Contact Center Artificial Intelligence AI Sentiment Analysis 52

Shep Hyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?. What is Voice bot?

Contact Center 69

Contact Center Sentiment Analysis Artificial Intelligence ML 69

Hodusoft

AUGUST 3, 2022

7 Ways to Boost Business Revenue with an Omnichannel Contact Center Software. Do you know you can boost your customer retention rate up to 89% by just adopting a powerful omnichannel strategy? A hassle-free and seamless omnichannel experience for your customers is the cornerstone of robust customer service.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

CSAT.AI

JULY 10, 2019

Quick take: Channel the brand voice right in your customer service experience by knowing: Company Personality Style Guide Communication Style Customer Base Resolution Style. There are many challenges to outsourcing to a contact center. Dollar Shave handles customer service in-house. Style Guides.

Contact Center 69

Contact Center Sentiment Analysis Gaming B2C 69

CSAT.AI

AUGUST 29, 2018

It is the beast known as Customer Dissatisfaction. In the fight to conquer this beast there are two main types of battle stations: the Call Center and the Contact Center. Both types of centers are helpful in winning the battle. The Call Center, as the name implies, focuses on phone communication.

Contact Center 52

Contact Center Customer Service Social Media Sentiment Analysis 52

CSAT.AI

FEBRUARY 27, 2019

The call center has evolved into the contact center through a variety of technological innovations that followed the trusty telephone. ( I have mine right here, in case I’m hit by a food craving ) The net, IoT, the cloud and AI have and will continue to disrupt contact center tech. Businesses needed to follow suit.

Contact Center 52

Contact Center AI Sentiment Analysis Artificial Intelligence 52

CSAT.AI

JANUARY 12, 2023

The contact center and customer support industry continue to evolve. Data and customer service professionals have insight into 2023 customer service trends and the reasons behind them. Bringing the Store Experience to the Customer. Prioritizing Agent Recognition. When they do, they spend more.

Customer Service 86

Customer Service Sentiment Analysis Contact Center CX 86

CSAT.AI

JULY 3, 2019

Is AI still predicted to be contact center doom or boom? Is AI Killing or Changing Contact Center Jobs? How about this inflammatory post title: Bots and AI continue their march toward call center obliteration. Industry people are in two camps about this whole AI in customer service thing.

Contact Center 52

Contact Center AI Artificial Intelligence Sentiment Analysis 52

CSAT.AI

NOVEMBER 30, 2022

How did your customer service team do? Entering the momentum of the holiday season 2022, customer service is still facing labor shortages. Research released in November found 45% of businesses are having trouble staffing contact center and back office roles. Which agents are adept at complex solutions?

Customer Service 86

Customer Service Sentiment Analysis Contact Center Technology 86

DMG Consulting

NOVEMBER 6, 2024

Today’s GenAI-enabled conversation analytics applications more accurately identify customer intents, detect a wide range of emotions, substantially enhance sentiment analysis, and correlate customer and employee behaviors with business outcomes.

Text Analytics 48

Text Analytics Sentiment Analysis Contact Center Gaming 48

CSAT.AI

FEBRUARY 20, 2019

That is what customers did before the invention of our beloved telephone. Call center and now contact center tech has evolved greatly over a relatively short period of time, considering the dinosaurs and all. Imagine having to write an actual letter, on real paper with a stamp and everything, to get an issue addressed.

Contact Center 52

Contact Center Sentiment Analysis Entertainment Construction 52

CSAT.AI

AUGUST 31, 2022

However, in t heir Occupational Outlook Handbook for Customer Service Representatives, the BLS provides insight more specifically into customer service job projections in the US. Customer Service Growth Projections. The Rise of Gig Customer Service. You have options.

Customer Service 77

Customer Service Outlook Sentiment Analysis Education 77

CSAT.AI

FEBRUARY 15, 2023

The customer service industry is constantly evolving and improving, and agile principles are a valuable component. Agile principles are based on the idea that customer service should be flexible and adaptive to changing customer needs. In customer service there are repetitive tasks.

CX 98

CX Contact Center Sentiment Analysis Innovation 98

CSAT.AI

DECEMBER 5, 2018

Customers cheer when they feel that they matter. Treat your customers like valuable members of your team! Here are some QA goals in contact centers to make your team score: Reduce Abandon Rate. Calls that end prior to resolution or in queue have a negative impact on overall scores, customer retention and cost per call.

Contact Center 52

Contact Center Social Media Sentiment Analysis Manufacturing 52

CSAT.AI

AUGUST 10, 2022

Skilled agents are the heartbeat of your customer service strategy. Just like you have to earn your customers’ loyalty you have to earn your agents’ loyalty too. Agent churn affects your business reputation as customers have to wait longer for resolution. 5 Points for Effective Contact Center Agent Feedback?.

Customer Service 94

Customer Service Sentiment Analysis Contact Center CX 94

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. Read on for an introduction to call center automation, plus our top software picks!

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Experience Investigators

OCTOBER 3, 2023

Text Analysis for CX Text analysis isn’t new, but it is becoming more and more reliable to understand our customers like never before. At their core, text analysis tools ingest written communication to assess if the language is positive, neutral, or negative.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

CSAT.AI

APRIL 26, 2023

An in-house customer service team that is steeped in company culture sounds great. There are many situations where customer service business outsourcing, or CS BPO, makes sense to save time and money. Engaging a BPO that specializes in customer care and support could be the very answer a company in your situation needs.

Customer Service 83

Customer Service Sentiment Analysis Sports Start-ups 83

CSAT.AI

NOVEMBER 20, 2019

We’re not talking about indentured servants, we’re talking about customer service. This is insufficient data for maximizing expensive customer service operations, and it has not reduced unnecessary hostile treatment. Whether in person, by phone, email or text, abuse of customer service representatives is rampant.

Customer Service 52

Customer Service Sentiment Analysis Contact Center Customer Satisfaction 52

Hodusoft

JUNE 2, 2024

This partnership aims to provide call/contact centers and business process organizations with market-leading transcriptions, summaries, and sentiment analysis. Let’s learn more about Speech Analytics and how this innovative tool helps businesses gain a comprehensive analysis of customer conversations.

Contact Center 52

Contact Center Sentiment Analysis Customer Satisfaction Technology 52

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. Every contact center uses them.

Contact Center 91

Contact Center Customer Satisfaction Sentiment Analysis Artificial Intelligence 91

Hodusoft

MARCH 22, 2024

Some challenges HoduSoft’s CX solutions can overcome are: Inefficient customer service: With features such as intelligent routing, Interactive Voice Response, and self-service options, HoduSoft’s CX solutions can streamline customer service operations. HoduSoft’s Participation: What to Expect?

Omnichannel 52

Omnichannel CX Sentiment Analysis Contact Center 52

CSAT.AI

OCTOBER 30, 2019

No contact tab, no customer service number, and no chat icon. How are your customers going to contact you if you bury your customer service? If your customer service avenues are more hidden than the mummy’s tomb you are likely to lose repeat business. Don’t Scare Your Customers.

Customer Service 52

Customer Service Sentiment Analysis Contact Center AI 52

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Think of your Virtual Agents as an elite number two player on your customer service team.

ML 72

ML Customer Service AI Sports 72

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Think of your Virtual Agents as an elite number two player on your customer service team.

ML 72

ML Customer Service AI Sports 72

CSAT.AI

NOVEMBER 2, 2022

From the same report: 83% of customers expect immediate access to service; and 78% of agents have a hard time meeting efficiency goals and providing great service simultaneously. Customer service professionals need adequate tools and support to meet growing customer demands or brands risk churn on both sides.

CX 83

CX Customer Service Non-Profits Sentiment Analysis 83