Callminer
FEBRUARY 23, 2021
Technological Trends. ” – Julie Bai, Call Center Technology and Trends Every Business Leader Must Know in 2020 , Nextiva; Twitter: @Nextiva. ” – Call Center Technology Trends for 2020 , Expivia; Twitter: @expivianow. Analytics are more important than ever. AI is here to stay.
3CLogic
NOVEMBER 7, 2024
Thanks to its transformational benefits, saving time and costs for contact centers, the speech analytics market is expected to reach $14.1 1 In this article, we’ll explore what Speech Analytics is, its benefits, and use cases for the contact center industry. Definition: What is Speech Analytics? billion by 2029.
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CCNG
APRIL 3, 2025
This shift is driven by advancements in AI, automation, and data analytics, which are reshaping how businesses engage with their customers (McKinsey). This shift is a direct response to changing customer expectations, technological advancements, and the need for businesses to remain competitive (TechTarget).
CCNG
JUNE 12, 2024
Speech analytics emerges as an effective solution to automate this analysis process. This article will explore the basics of speech analytics, including its definition, functionality, types, and primary use cases within call centers. What is Speech Analytics? How does Speech Analytics work?
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
CCNG
SEPTEMBER 11, 2024
The technological advancements of recent years have paved the way for transformative trends that are reshaping how contact centers operate, deliver services, and engage with customers. AI-driven personalization uses data analytics and machine learning to tailor customer interactions to their individual needs and preferences.
ShepHyken
APRIL 21, 2025
What is the difference between generative AI, analytical AI, and agentic AI? Top Takeaways As technology advances, the quality of customer experiences is gradually improving. What impact does AI have on analyzing and predicting customer behavior? How do companies balance AI with the need for human empathy in customer service?
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks.
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Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry?
Speaker: Paul Weald, Contact Center Innovator
Embrace automation, collaborate with new technology, and watch how you thrive! Join us for this exclusive webinar with expert innovator Paul Weald to learn more about: How artificial intelligence technology can complement employee performance and optimize business performance with intelligent insights and analytics.
Speaker: Vicki Herrell, Executive Director, SWPP, & Steve Kosiba, Product Marketing Manager, Genesys
As your contact center becomes more complex with a growing number of communication channels and touchpoints, it’s more important than ever to have the right technology in place to support your workforce. You will also learn: Must-have tools, analytics and functionality that benefit contact centers and/or HR departments.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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