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.”

Omnichannel 52

Omnichannel AI Customer Service Contact Center 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. That’s where contact center analytics comes into play. What is Contact Center Analytics? However, what are the benefits of contact center analytics?

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

Callminer

DECEMBER 5, 2019

An ability to capture conversational data across existing communication systems and then correlating insight within a common analytics platform offers a cost-effective means for blending omnichannel insight. Predictive Analytics Will Drive a Better Customer Experience.

Predictive Analytics 207

Predictive Analytics Unstructured Data Omnichannel Touchpoint 207

Uniphore

SEPTEMBER 22, 2021

Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. Omnichannel conversation analysis. Highly accurate speech and text recognition.

Unstructured Data 100

Unstructured Data Contact Center Machine Learning Compliance 100

Ameyo Callversations

APRIL 21, 2022

A contact center is a facility where customer service representatives answer customer queries over phone calls, emails, chat, social media, and other channels. This facility may be owned entirely by the organization or (as many companies prefer today) may be outsourced to a contact center operator. banner_blog_1].

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

Shep Hyken

APRIL 8, 2022

This week, we feature an article by Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise. He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. This is often termed an omnichannel approach.

Retail 72

Retail Customer Experience Contact Center Omnichannel 72

Steven Van Belleghem

MAY 19, 2020

Here are the components of the contact center of the future: A Hybrid Model. The future of contact centres will definitely be hybrid (a mix between virtual and real-life contact) and augmented (human capacities being augmented by technology, allowing them to be more human themselves in relevant situations).

Contact Center 52

Contact Center E-commerce Start-ups Innovation 52