InMoment XI
DECEMBER 18, 2024
Contact centers play a significant role in customer experience management. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations.
Calabrio
FEBRUARY 28, 2025
Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. Plus, AI has driven an increase in the capacity of contact center tools. What is voice analytics?
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Calabrio
MARCH 22, 2025
Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. At the same time, contact center operations have also taken on a new level complexity.
Calabrio
MARCH 4, 2025
Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. Table of Contents What Is an Omnichannel Contact Center?
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In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. Download the eBook now to see how Conversational AI will affect your business.
InMoment XI
OCTOBER 31, 2024
To show you can further improve the performance of your contact center, fill out the calculator below to discover your business’s ROI using InMoment’s conversational intelligence tools: Calculate your business’s ROI using InMoment’s conversational intelligence tools.
InMoment XI
DECEMBER 17, 2024
Regardless of their background, your chosen candidate should have experience with this to ensure that you can measure the ROI of your CX program. 78% of customers prefer to contact customer support through online chat or voice calls. In the current business environment, this is a crucial skill.
Speaker: Gary Davis, SmartAction CEO
Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center. The potential ROI when conversational automation is done right. How automating a customer service call isn’t as simple as using a script from a human interaction.
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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.
Speaker: Laura Sikorski, Contact Center Consultant
Your Contact Center is the most customer focused area in your organization. Robust Contact Center software features that will enhance your operation. ROI from technology improvements. Tune in on November 5th and learn things such as: Using the phone tree to help your customers, not frustrate them.
Speaker: Sofia Burton & Tiffany O'Malley from SmartAction
Contact center leaders have faced an onslaught of burdens exacerbated by the pandemic. Agent attrition has always been a huge problem, but now the difficulties of the worker shortage make securing live agents for call centers highly competitive. How do you make a real case for implementing self-service in the contact center?
Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC
This session will cover key metrics used to determine ROI. How to develop dashboards that cut across all functions of an organization, not just the contact center. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. The case for investing in CX initiatives.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. I addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Adapting to a post-COVID world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Sketch a back-of-the-napkin ROI in minutes. Discuss DIY platforms versus managed services – which is right for me?
Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction
Having a keen awareness of where or how AI fits in your contact center for a great CX and ROI begins with understanding how to broadly classify your interactions. This has been true for more than a hundred clients encompassing hundreds of use cases across 12 industries.
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