CCNG
JANUARY 8, 2025
If doing the same thing led to a different outcome, the current contact center concept and setup would still be wildly successful. Instead, CX leaders are beset with challenges on all fronts, from labor to customer expectations and legacy tech. But while weve reached the edge of the current customer service strategy and architecture, weve arrived at the frontier of something entirely new: the AI-first contact center.
Global Response
JANUARY 8, 2025
Read Time: 17 minutes Table of Contents Intro When a customer starts an inquiry online with a question in your live chat, but the conversation begins to warrant a deeper discussion, the customer may reach for the phone. When that happens, it’s important for the customer experience that the change of communication channel is a seamless handoff.
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ROI CX Solutions
JANUARY 8, 2025
Read Time: 7.5 Minutes Table of contents 1. Cloud-based contact center software offerings continue to grow 2. Omnichannel offerings continue to rise 3. Wide adoption of self-service contact center options 4. AI taking center stage in the CX world 5. Remote & hybrid workforces arent going anywhere 6. Emphasis on data security and privacy How ROI CX Solutions can help you in 2025 Introduction As we jump feet-first into into 2025, we’re keeping an eye on the contact center future trends t
Global Response
JANUARY 8, 2025
Read Time: 4.5 minutes Table of Contents Intro At the beginning of 2025, we’re exploring the contact center future trends that are poised to define the coming year. From tech tools to customer experience, we’ve rounded up the most influential trends to watch for in the near future. Let’s jump in. Key takeaways Focus on cloud-based solutions and data security: The utility and popularity of cloud-based systems are driving a trend of growth in Contact Center as a Service (CCaaS) s
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
CSM Magazine
JANUARY 8, 2025
If you’re wondering, “What is HubSpot Customer Service Software, and how can it help my business?” here’s everything you need to know. Customer service is the backbone of successful businesses. Delivering exceptional support not only ensures customer satisfaction but also fosters loyalty, paving the way for long-term growth.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
JANUARY 8, 2025
Artificial intelligence is everywhere these days, and the customer service industry has never been the same since robots learned to talk. Last year, the call center AI industry was valued at USD 1.6 billion, and projections for 2024 point to a market size of USD 1.95 billion. More importantly, this sector will likely expand at a CAGR of 22.7% until 2032.
AnswerConnect
JANUARY 8, 2025
What is a virtual receptionist and does your business need one? This guide looks at the benefits, features, and real-world success stories. Read now! The post Guide to virtual receptionists for Canadian companies appeared first on AnswerConnect Blog.
24-7 InTouch
JANUARY 8, 2025
IntouchCXs AI and automation solutions, including Laivly, help global brands drive efficiencies and save on costs, all while ensuring accuracy and customer satisfaction. We collaborated with a leading consumer packaged goods brand to improve agent efficiency by automating time-consuming tasks to help automate better responses. Here are just a few of the results: 31 hours of work time saved per agent 3.6% increase in QAscores The post Case Study: Transforming Agent Performance and Efficiency With
Calltools
JANUARY 8, 2025
Time is of the essence when responding to leads. The faster you get back to a potential customer, the better! Improving the lead response time metric (or “ speed to lead “) is essential in any call center. Doing so can result in more conversions and increased customer satisfaction. But how can you achieve this goal? A predictive dialer can help by letting you connect with more leads in a shorter period, reducing overall response times.
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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
TCN
JANUARY 8, 2025
Serving as the central hub for many healthcare organizations, the contact center plays a crucial role in how patients interact with their providers. Knowing this, agent, operational and software efficiency within the contact center can have a direct impact on how a patient will interact both pre and post-visit, and whether they leave with a […] The post Boosting Healthcare IVR Payments: How One Contact Center Triumphed Using Self-Service appeared first on TCN.
VirtualPBX
JANUARY 8, 2025
2024 was an especially momentous year at VirtualPBX. We are extremely proud of our team; from the innovation that led to impressive releases in product, to the expansion of our reach which grew our customer base in sales and marketing, to the improvements behind the scenes that keep our business humming and allow us to deliver incredible experiences in operations, and to the care, attention, and relationship-building that remains at the core of VirtualPBX in technical support and customer experi
Hodusoft
JANUARY 8, 2025
Role of VoIP and Contact Centers in Transforming Microfinance “Microfinance stands as one of the most promising and cost-effective tools in the fight against global poverty.” This quote by noted educationalist Jonathan Morduch is a testament to the transformative power of microfinance in today’s world. Apart from fighting poverty, microfinance plays a key role in ensuring financial inclusion.
AWS Machine Learning
JANUARY 8, 2025
In this post, Ill show you how to use Amazon Bedrock with its fully managed, on-demand APIwith your Amazon SageMaker trained or fine-tuned model. Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies such as AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities to build generative AI applications with security, privacy, and responsible AI.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
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