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? Are you sold?

Contact Center 228

Contact Center CX Customer Service Engineering 228

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% of survey participants.

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Contact Center AI CX Artificial Intelligence 77

Uniphore

JULY 23, 2021

Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” Jacada's Call Center Life: 2021 Edition. Register Now.

Contact Center 246

Contact Center Social Media CX Customer Experience 246

Adrian Swinscoe

NOVEMBER 22, 2023

As CX continues to evolve into a modern business initiative and area of keen focus […] The post Embracing the future of CX: Unleashing the power of converged VOIP, contact centers, and video conferencing software first appeared on Adrian Swinscoe. This is a guest post by Jeni Rogers, Managing Editor, Wheelhouse.com.

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Contact Center CX 246

CX Accelerator

FEBRUARY 6, 2019

Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. Of all the effort-reduction pillars, this might be the number one way to enhance customer loyalty from the contact center! So far it is looking great! How do you metric-ize this?

Contact Center 206

Contact Center CX B2C Start-ups 206

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

MAY 27, 2020

Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Contact Centers Incorporate Advanced Analytics. Read on to learn more.

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

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? Are you sold?

Contact Center 182

Contact Center CX Customer Service Engineering 182

eglobalis

MARCH 4, 2025

Companies like Nuance (now part of Microsoft) pioneered conversational IVR, while Googles Contact Center AI and Amazon Lex provide powerful voice AI solutions. and Aisera specialize in AI-powered customer experience automation, while Cresta focuses on AI coaching for contact center agents. For example, OneReach.ai

AI 202

AI Sentiment Analysis Contact Center Healthcare 202

Callminer

OCTOBER 31, 2022

Read this blog for seven tips and best practices for improving CX in the contact center.

Contact Center 182

Contact Center CX 182

Callminer

JANUARY 9, 2025

Contact centers are increasingly adopting AI-driven tools to assist with everything from data mining to gaining detailed CX insights. Read about how the technology is transforming operations here.

Contact Center 182

Contact Center Data Mining AI CX 182

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 459

Technology Technology AI CX 459

CX Accelerator

MAY 15, 2019

Here at CC Expo, it’s clear that the world of the contact center is at a turning point. As a specialist in Contact Centers, Kaye is passionate about using technology and training to improve experiences for customers and employees alike. Kaye's LinkedIn Back To CX Accelerator Blog

Contact Center 51

Contact Center Customer Service Start-ups Technology 51

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What Do Customers Value in CX?

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores. If companies experience integration issues or are not using contact center software, data can be manually consolidated in a spreadsheet.

Contact Center 182

Contact Center VOC Net Promoter Score NPS 182

Callminer

JANUARY 5, 2025

Effective contact center coaching is key to enhancing agent performance and ensuring outstanding customer service and CX. Read this blog for insights and strategies to elevate coaching practices.

Contact Center 182

Contact Center CX Customer Service 182

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up.

Contact Center 204

Contact Center Social Media NPS AI 204

CX Accelerator

OCTOBER 7, 2019

This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “. By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in. Stop, Collaborate, and Listen.”

CX 261

CX Customer Experience Contact Center Non-Profits 261

CX Accelerator

JANUARY 7, 2019

That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. It’s OK if they don’t but chances are you’ve heard a well-meaning salesperson try to sell you on the latest greatest CX tool and they’ve dropped these terms like they’re hot.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

Fonolo

NOVEMBER 24, 2020

Read the Full Industry Report Here: Contact Center Trends 2021. “I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.” We had to listen to that.

Contact Center 159

Contact Center NPS CX Customer Service 159

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores. If companies experience integration issues or are not using contact center software, data can be manually consolidated in a spreadsheet.

VOC 174

VOC Contact Center Net Promoter Score Customer Satisfaction 174

Fonolo

JANUARY 28, 2021

An unsung hero of the contact center, managers are typically known for overseeing daily operations. So how can contact center managers help your business shine in the eyes of your customers? Why can contact center managers influence customer perception?? You may be thinking, “why contact center managers?”

Contact Center 175

Contact Center Customer Satisfaction CX Customer Experience 175

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

CX Accelerator

OCTOBER 26, 2019

You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe. We posed this question to the CX Accelerator extended community and got some interesting answers. I am Groot Gamora The greatest "Avenger of CX" is without a doubt, Gamora.

CX 303

CX Contact Center Start-ups Education 303

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

Fonolo

NOVEMBER 19, 2020

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. The State of the Contact Center in 2020. Improve CX.

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Contact Center E-commerce Hospitality Hospitality 162

eglobalis

OCTOBER 21, 2024

The fact that they took the time to share their thoughts with your company deserves a big thanks, appreciation, and respect.

Social Media 520

Social Media B2B Sentiment Analysis B2C 520

CX Accelerator

NOVEMBER 26, 2019

we wanted to pause and give thanks for you--the CX Accelerator community--and celebrate a few of the many exciting things we’ve achieved together this year. world for the past few months as I transition out of the contact center into a new role. Let’s face it; CX work is challenging. It’s often lonely and frustrating.

CX 243

CX Contact Center Education Customer Experience Management 243

Callminer

NOVEMBER 2, 2022

As artificial intelligence becomes more advanced and accessible, it is essential to employ both human service and automation in the contact center. Read on for steps to balance your CX approach.

Artificial Intelligence 265

Artificial Intelligence CX Contact Center AI 265

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

Customer Think

JANUARY 26, 2023

Contact center leaders, your time is now. Customer service and customer experience analysts and thought leaders are suggesting that the contact center is “the next big tech frontier.” Investment in the contact center is increasingly—finally.

Contact Center 145

Contact Center CX Customer Service Customer Experience 145