Transparent BPO

JANUARY 14, 2020

Deriving value from all that information will demand the use of advanced analytics that integrate data across channels and link insights to action , capabilities many contact centers currently lack. AI, chatbots, and other technologies are gaining prominence, especially among larger brands, a trend that won’t change in 2020.

Contact Center 62

Contact Center outsourcing Average Handle Time First call resolution 62

Natalie Petouhof

AUGUST 15, 2022

Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

Customer Experience 52

Customer Experience Analytics Surveys Big data 52

VocalCom

JUNE 22, 2020

The COVID-19 pandemic accelerated this existing trend: while the crisis was raging, a survey by Gartner revealed that 41% of employees expected to be more likely to work remotely at least some of the time after the pandemic, while a survey by Global Workplace Analytics showed that 77% of the workforce wanted to work from home (“WFH”) after it.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

TechSee

MARCH 19, 2018

With AI, call centers are equipped with a wide range of voice analytics, enabling recognition of customer, accent, gender, and emotion, as well as powering conversational IVRs and voice based virtual assistants. But there is still one missing element that has barred AI from radically transforming the customer experience.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

Comm100

JANUARY 14, 2020

Here are the top digital channels we recommend: Live chat Ticketing and email SMS/Messaging Social media Knowledge base Chatbots. Agent Assist monitors your live chats, understands the questions being asked, and suggests the answers from your knowledge base, canned messages and chatbot intents. White Paper. Conclusion.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40

Callminer

MAY 27, 2020

To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. For the best tips on consistently improving the employee experience at your company, read on: Tips to Improve Employee Experience.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. You may have a well-built contact center that focuses on email queries and chatbots at the detriment of live answering services.

Call Center 345

Call Center Contact Center Finance Consulting 345

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Customer Contact Week’s white paper provides clear-cut strategies for better performance. One suggestion is to use speech and text analytics for understanding what customer satisfaction and increased sales.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Fonolo

APRIL 2, 2019

We share a lot of diverse content, including lists of industry reports , links to discussion groups , and our own white papers. Enterprise Connect included a panel featuring: Sheila McGee-Smith, President and Principal Analyst, McGee-Smith Analytics. I know it can be hard work to keep up with all that reading.

Contact Center 78

Contact Center Customer Service Call Center Enterprise 78

CSM Magazine

JANUARY 12, 2021

Select the right data – AI tools such as bots, chatbots and digital assistants are only as good as the data used to train them. AI-driven solutions such as chatbots and digital assistants empower agents to provide a faster and more accurate service to customers. Next, focus on collecting representative data samples. About the Author.

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

Vonage

MARCH 26, 2018

For example, using AI in conjunction with a speech analytics solution allows service managers to easily access the once abstract insights captured during contact center conversations. Also, be sure to check out our latest white paper, 3 Key Customer Service Trends for 2018 , the definitive guide for how to win at CX this year.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Dive Deeper into Customer Intelligence with Analytics. Analytics can capture and disperse these customer insights in real-time while agents are on a call. Learn more.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Customer Contact Week’s white paper provides clear-cut strategies for better performance. One suggestion is to use speech and text analytics for understanding what customer satisfaction and increased sales.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Comm100

JANUARY 14, 2020

Here are the top digital channels we recommend: Live chat Ticketing and email SMS/Messaging Social media Knowledge base Chatbots. The right solution should also have top-notch routing, prioritization, and analytic capacities. This post includes highlights from our Omnichannel white paper. Conclusion.

Average Handle Time 52

Average Handle Time Multichannel CRM Analytics 52

Fonolo

AUGUST 1, 2018

So we might as well accept that the term “AI”, in the contact center context, refers to a collection of these 3 areas: Speech analytics (using NLP to extract intent and sometimes emotional cues). Self-serve (in the form of text-based chatbots usually). White Paper: The Secret Sauce for Increasing Customer Happiness.

Contact Center 52

Contact Center Call Center Interactive Voice Response Chatbots 52

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Dive Deeper into Customer Intelligence with Analytics. Analytics can capture and disperse these customer insights in real-time while agents are on a call. Learn more.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Fonolo

JANUARY 9, 2020

Due to its software-first nature, a cloud contact center can usually provide supervisors with deeper levels of insight and analytics, with many cloud software solutions offering artificial intelligence features to help with decision-making. This white paper explores key areas that are sure to shake up the industry.

Contact Center 67

Contact Center Cloud contact call center software Call Center 67

Vistio

OCTOBER 5, 2021

So I’ll talk to senior leaders, find out what they’re thinking about, and then I will give them articles and white papers and stuff that actually kind of, it repeats back what they’re saying, but I just kind of add the gloss to it. . What time do you want them to call you tomorrow? .

Contact Center 52

Contact Center Chatbots Banking Technology 52

JivoChat

JUNE 1, 2021

Here are six methods to help you identify touchpoints that enable people to engage with your brand: Analytic tools. You can use Google Analytics and similar tools to see how customers arrive on your website — whether it be via social media, search ads, referring URLs, or even direct URL searches. Content inventory.

CRM 52

CRM Advertising Chatbots Surveys 52

Transparent BPO

DECEMBER 3, 2019

PR: A high point of discussion along this line is the whole chatbot element and seeing how far they can go these days beyond answering simple questions. Free infographic & white paper explains why. PR: Having the right platforms in place around analytics. Diversify your contact center through outsourcing.

outsourcing 62

outsourcing Customer Experience Contact Center Enterprise 62

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. You can enhance your self-service support portal with an intelligent, conversational artificial intelligence (AI) chatbot. An excellent way to gauge your knowledge base’s effectiveness is to include a one-question survey or have a chatbot ask if the article was helpful.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

JivoChat

JULY 5, 2021

In this post, we’ve included a list of 30 tools that will help improve your e-commerce business across the major growth categories: marketing, sales, support, conversion optimizations, operations, and testing/analytics. Ongoing Training: Sourcify offers webinars and educational white papers. Best E-commerce Platforms.

Advertising 52

Advertising Analytics Sales Enterprise 52

Comm100

FEBRUARY 7, 2018

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Does the live chat provider offer a Chatbot or AI with its own reporting system? Additional Considerations for Live Chat Software.

CRM 41

CRM Multichannel Marketing Accountability 41