Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Transition to work-at-home with legacy technology. Download eBook. Agents were overwhelmed by the business, products/processes or customer-interaction technology. 25% Lack of self-service options.

Call Center 246

Call Center Self Service Contact Center eBook 246

Interactions

NOVEMBER 11, 2024

It’s not just about adopting the latest technology—it’s about using it responsibly while keeping a clear focus on delivering genuine value. Consumers today are driven by efficiency, convenience, and accuracy when they interact with brands. This means ensuring that empathy is embedded in every customer interaction.

Retail 62

Retail Competitive Advantage eBook Contact Center 62

Uniphore

AUGUST 6, 2021

Download eBook. Antiquated knowledge bases and hit-the-ground-running onboarding practices continue to frustrate contact center workers, hindering customer interactions and fueling employee disengagement and attrition. How Much Is Employee Disengagement Costing Your Contact Center? The New Normal. Drowning in Complexity.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

BlueOcean

MARCH 3, 2025

The only interaction so far is the RFP. Whether its through call center technology or customer journey mapping , they are aiming to wow the customer and build a seamless experience. The Role of Procurement How would you describe the role of procurement in an increasingly complex business landscape?

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

Alida

APRIL 7, 2016

Every customer interaction, no matter how trivial, triggers a survey,” he grumbles in a recently published article. “If Scott Miller, CEO of Vision Critical and author of the ebook No Spam Surveys: Why Ad-Hoc Surveys Don’t Work , agrees. Jon Reed, the co-founder of the website diginomica , is sick and tired of surveys.

Survey 169

Survey Software Company eBook 169

Uniphore

JUNE 16, 2021

These are the questions that keep customer operations leaders up at night — especially as modern customers rely heavily on contact centers and expect more from each interaction. For more information about agile learning and the power of Agent Assist, check out our eBook and get in touch today! *HFS Research 2020. ”) The result?

Contact Center 204

Contact Center Training Call Center How To 204

Comm100

DECEMBER 16, 2019

With year-over-year data since 2016 from billions of interactions and commentary from experts, it’s no wonder this is always one of our most popular pieces. Slide Share: Customer Contact Week Digital’s Disruptive Technology Review of Live Chat. eBook: Chatbot Success: How to save time, money, & effort in customer interactions.

eBook 130

eBook Chatbots Infographics ROI 130

InMoment XI

FEBRUARY 15, 2022

Additionally, with grocery stores continuing to capitalize on self-checkout experiences and innovations like Amazon Go’s Just Walk Out technology , more customers are expecting the retail industry to follow suit. Simply removing checkout lines can save retail stores over $37.7

Retail 195

Retail Consumers Social Media eBook 195

Solvvy

JANUARY 8, 2020

The ball has just dropped on a new decade—and it’s still hard to believe how much technology has transformed the customer experience in the past ten years, with the growth of self-checkout stations, real-time virtual assistant support, and robust CRMs to track and manage every phase of the customer experience, to name just a few. .

Self Service 88

Self Service Technology Trends Customer Service 88

Uniphore

NOVEMBER 16, 2021

Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). Banking contact center interactions are expected to remain elevated through 2024. And shift we did.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

datastax

JULY 11, 2019

Cloud technology has come a long way since computer scientist John McCarthy proposed the idea of computation being delivered as a public utility back in the 1960s. . Here are the four cloud technology trends to watch out for—this year, next year, and for many years to come. . billion this year, growing 17.3% from the $175.8

Trends 92

Trends Technology eBook Government 92

Comm100

MAY 13, 2020

The solution that you choose should have a comprehensive console to receive omnichannel interactions. Chatbots have proven their value by handling 68% of chats on live chat and earning a higher customer satisfaction score than agent-only chat interactions. This blog post is a snippet from our eBook, Mastering Omnichannel CX.

Omni-Channel 147

Omni-Channel eBook Chatbots Knowledge Base 147

Comm100

OCTOBER 25, 2021

Today’s students have grown up as digital natives, surrounded by technology and accustomed to the experience it provides. If you want a more in-depth look into this topic with top tips and tools you can use to achieve improved student experiences and engagement, take a look at our new eBook –. Get ebook now. Free eBook.

Social Media 130

Social Media Engagement eBook Omni-Channel 130

Uniphore

JUNE 10, 2021

It’s no secret that better coaching creates more effective agents and better overall customer interactions. 63% of customers churn after a bad experience* 60% of agents state they more helpful tool to handle complex customer interactions † 53% of contact centers find it harder to train agents effectively*. Download the eBook.

Call Center 147

Call Center Contact Center Average Handle Time eBook 147

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Strategy 344

Strategy Customer Experience How To Customer Journeys 344

Clarivate

MAY 21, 2024

The platform serves as a technology backbone, enabling accelerated and consistent deployment of AI capabilities across our Academia & Government portfolio of solutions. This platform marks a significant milestone in our effort to empower the academic community with innovative AI tools and technologies. Looking ahead The v1.0

Government 129

Government eBook User Experience Innovation 129

Uniphore

JANUARY 24, 2022

It’s time to rethink real-time agent coaching—with AI-powered agent assist technology. According to Calabrio, 60 percent say they need better tools to handle the rise in high-effort customer interactions. Check out our Agent Assist eBook to learn how to make your desktop work smarter—so you can make every agent your best agent.

Call Center 130

Call Center Average Handle Time Telecommunications eBook 130

Bill Quiseng

AUGUST 10, 2015

So when he recently published an ebook entitled Culture Of Yes: Practices And Principles Of Great Hospitality , I was all over it. And while this ebook is focused on those who are in the hospitality industry, I am sure that customer service professionals in any industry will benefit. Micah has done that for you here.

eBook 60

eBook Hospitality Culture Hotels 60

Inbenta

MARCH 30, 2021

Organizations are choosing to use innovative technologies like Artificial Intelligence (AI) to automate their customer services to complete, improve and personalize end-to-end customer interactions and deliver the best possible customer experience. What is customer service automation and what benefits does it provide?

Self Service 136

Self Service Customer Service Marketing How To 136

Uniphore

JUNE 7, 2021

With increased interaction complexity and the adoption of work from home processes, agents have a lot on their plates right now. For those still holding out, the primary concern was the business case for the technology. Automate post-interaction activities and trigger follow-ups. Take the definitive Agent Assist eBook with you.

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

Interactions

FEBRUARY 28, 2023

We’ve seen in recent years a growing trend of businesses adopting automation technologies like chatbots and intelligent virtual assistants (IVA) to help with customer service. Challenges Automation technologies lack the ability to handle more complex issues, requiring human intervention. But what role do they play exactly?

Technology 62

Technology Customer Service eBook Chatbots 62

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. Why is Digital Customer Experience Important?

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

TechSee

DECEMBER 17, 2019

When customers contact them to pay a bill, check their usage levels or report an outage, they demand personalized, streamlined and convenient interactions. Research has shown that 96% of those who go through a high-effort interaction become more disloyal compared to just 9% who have an effortless experience.

Customer Experience 136

Customer Experience Effort Score Competitive Advantage eBook 136

BlueOcean

APRIL 30, 2021

In the excitement of emerging technology and the rush to accommodate every customer, many companies have responded to this type of data by adding more and more channels. But a seamless omnichannel platform that leverages intelligent technology alongside empathetic human interaction can mitigate these risks.

Omni-Channel 156

Omni-Channel Customer Care Self Service eBook 156

Talkdesk

JANUARY 14, 2021

Business leaders have been turning to technology to improve customer interactions for years now, but the pandemic has put customer experience (CX) transformation into overdrive. The third area—cost savings—is where the ebook How to Prioritize CX in a Cost-Cutting Environment places its focus.

Net Promoter Score 96

Net Promoter Score eBook Effort Score ROI 96

TechSee

SEPTEMBER 10, 2019

More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason. As self-service technology becomes more sophisticated, both consumers and enterprises are feeling the benefits. The rise of smart virtual assistants.

Self Service 116

Self Service eBook Insurance Consumers 116

Optimove

FEBRUARY 18, 2025

To turn this data into actionable insights, retailers rely on advanced technologies, including artificial intelligence (AI), machine learning (ML), and business intelligence (BI) tools. These technologies enable data processing at scale, uncovering patterns and trends that would be difficult to collect manually.

Retail 52

Retail Analytics Data eBook 52

Oracle

JANUARY 31, 2020

This is a preview of the ebook, “20 Cartoons that Perfectly Illustrate the Customer of 2020.”. Immediate gratification is the norm thanks to technology. Interactive yet distracted. There are many ways to interact with customers, but consumers easily lose focus. Next-day shipping is no longer enough. The lesson here?

Customer Experience 104

Customer Experience eBook Study Customers 104

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. Technology is on your side.

Customer Experience 98

Customer Experience Contact Center Airlines Average Handle Time 98

BlueOcean

DECEMBER 20, 2017

Although the classroom has historically been a good platform for role-playing and hands-on learning, it’s time to assess how these techniques can be enhanced through technology. These tools are also programmed to be highly interactive, with mobile-responsiveness and self-pacing. Grab your copy of our newest eBook to find out more!

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

InMoment XI

JUNE 14, 2022

The classic use case for CSAT is following up on a support interaction, where you can ask customers about their experience: Solving their specific problem Working with a particular CS agent Working with your company in general. Product Led Growth endeavors to eliminate support interactions altogether.

Metrics 195

Metrics Net Promoter Score Effort Score NPS 195

Comm100

NOVEMBER 2, 2020

If chatbot technology can learn what it takes to choose the best mortgage, you can only imagine what a chatbot is really capable of… maybe even to save lives? . Case Study: Tangerine’s Chatbot Technology Resolves 91% of Live Chat Inquiries . Free eBook. Chatbot Solutions Can Literally Save Lives .

Chatbots 180

Chatbots Examples Customer Service Banking 180

Comm100

JUNE 5, 2018

As technology continues to advance, companies are coming to realize that many benefits can be accrued from employing it. Chatbots and voice AI agents can capture data from customer interactions and feed it into analytics software. At this point, AI is still a young technology, and some people are not familiar with how it works.

Contact Center 145

Contact Center Call Center Self Service Chatbots 145

Influitive

OCTOBER 30, 2015

With the martech universe expanding rapidly , many marketers are beginning to fear that an overwhelming amount of technology and automation is causing them to lose touch with their customers—at a time when engagement is more important than ever. Use technology to connect directly with your customers and listen to their needs.

Customer relationships 79

Customer relationships Video Engagement Marketing 79

Calabrio

JUNE 9, 2016

Digital channels now account for 42% of all contact center interactions. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc., are on track to overtake phone interactions by the start of 2017.

Contact Center 100

Contact Center Report Banking eBook 100

Interactions

MARCH 11, 2022

How does technology fit in? When a brand is looking to implement technology to improve the customer experience, like we mentioned before, many brands mistakenly only focus on customer service. If you only put in automation technology that supports the customer service function, there is a lot of the experience left behind. .

Customer Experience 106

Customer Experience Customer Service Customer Journeys eBook 106