InMoment XI

AUGUST 3, 2023

However, through the application of advanced technologies like Natural Language Processing (NLP), voice analytics, and predictive customer analytics , companies can now unlock the hidden potential of unstructured data, gaining deeper customer insights and improving decision-making processes.

Analytics 366

Analytics Customer Insights Data Social Media 366

InMoment XI

FEBRUARY 10, 2022

As a technology that functions through learning from examples, how can it learn if the examples change unpredictably? To tackle regulatory compliance documents, you need a combination of three technologies: Semi-Structured Data Parsing Natural Language Processing Machine Learning and AI. This puts AI in a tough situation.

Financial 195

Financial Technology Examples Analytics 195

NICE inContact

JULY 26, 2019

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? While many companies are hesitant to put chatbots into play, studies clearly show consumers value the speed and convenience that comes with this increasingly pervasive technology. Download the white paper today. Think again.

Contact Center 137

Contact Center Chatbots Call Center Study 137

InMoment XI

SEPTEMBER 29, 2022

But remember, data alone cannot make those changes—you need to make sure you’re leveraging the right technology, taking the advice of experts, and taking action based on the insights you derive from that data. It can be used to solve problems, and make decisions with your customers’ needs in mind.

Banking 370

Banking Retail Data Omni-Channel 370

Calabrio

SEPTEMBER 21, 2016

Fortunately, new technologies now provide intuitive functionality for harnessing the power of these customer voices. Learn more about how to turn your contact center into a business intelligence hub in this complimentary white paper. The post How Analytics Technology is Changing the Contact Center appeared first on Calabrio.

Contact Center 100

Contact Center Analytics Technology Customer Voice 100

Clarivate

DECEMBER 18, 2023

Rapid advancements in artificial intelligence will undoubtedly influence intellectual property law and practice , forcing IP practitioners and their technology partners to reevaluate certain assumptions in how IP is created, protected and managed. What did we learn?

Resources 59

Resources Case Study Innovation Report 59

Optimove

NOVEMBER 12, 2024

Optimove discusses its responsibility as the Visionary Leader in providing the tools and guidance to implement tomorrow’s marketing technology today. The Visionary’s Responsibility: Enabling Tomorrow’s Technology Today Being a Visionary Leader means more than building advanced tools.

Return on Investment 52

Return on Investment Leadership Innovation Analytics 52

Blake Morgan

FEBRUARY 1, 2023

Inflation has consumers on edge, staffing shortages impact frontline workers, layoffs abound, and technology continues to grow and evolve. These trends cover everything from leveraging technology to easing customers’ fears about the economy. Are you feeling the strain of a strange new year? You’re not alone.

Trends 111

Trends Customer Experience Consumers Customers 111

datastax

DECEMBER 20, 2018

It’s safe to say that the technology partner and ecosystem team at DataStax is in love with DataStax Enterprise (DSE) 6.7. enhancements that come from technology partners: Flexible Monitoring. White paper: Introduction to the Active Everywhere Database. Here are the key DSE 6.7 Easier Data Ingest. In DSE 6.7, READ NOW.

Technology 81

Technology Metrics Video Customer Expectations 81

Clarivate

JANUARY 30, 2023

With technologies converging and industries overlapping, telecoms impact nearly every business today in some way. Whether your company is a SEP owner or implements technologies using SEPs, you need to be aware of the current technological and legal landscape around SEPs.

Telecommunications 52

Telecommunications Automotive Policies Healthcare 52

Uniphore

JANUARY 26, 2017

Click to Read White Paper. Widespread adoption of this digital technology is taking place rapidly. Introduction. Visual IVR has gone mainstream. However, not all Visual IVR solutions are the same. This document outlines the features you should look for in a digital engagement platform. Read More.

Engagement 140

Engagement Technology 140

TechSee

MARCH 12, 2019

This visual automation, which harnesses the power of computer vision technologies to enable a variety of agent-related tasks to be completed automatically or semi-automatically, delivers greater efficiency and cost savings through intelligent decision support tools. Computer Vision technologies. The Power of Visual Automation.

Self Service 112

Self Service Contact Center Net Promoter Score Contact Center Workflow 112

NICE inContact

AUGUST 20, 2019

That’s because all technology has a “shelf-life”. Why does technology have an expiration date? As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. For many IT systems this is about seven years. This is also true for call center systems.

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

NICE inContact

AUGUST 20, 2019

That’s because all technology has a “shelf-life”. Why does technology have an expiration date? As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. For many IT systems this is about seven years. This is also true for call center systems.

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

TechSee

OCTOBER 19, 2021

Customer Support personnel often employ the technology during the warranty and post-warranty period if they’ve ruled out more fundamental causes of a product failure. The technology enables remote agents or experts to see what their customers see through their smartphone cameras and visually guide them to resolutions.

How To 124

How To e-support Self Service Retail 124

Talkdesk

MAY 28, 2020

The extra cost of extending your VPN connection means buying and building out technology that will no longer be used once your agents return to the contact center. Here’s an excerpt of the white paper: Identifying the issue with voice over VPN We begin by recognizing the criticality of the voice channel for customer communication. .

Comparison 79

Comparison Contact Center Connections Communication 79

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Choose your technology. This post includes highlights from our Omnichannel white paper. White Paper.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. With digital technologies pushing customer experiences forward, businesses can do more to adapt to their customers’ needs.

Customer Experience 232

Customer Experience Omni-Channel Chatbots Social Media 232

InMoment XI

NOVEMBER 2, 2021

For example, America’s largest cable and home internet provider leverages VoC technology in their regional customer care centers (and are able to prove millions in CX ROI). Truly customer-centric companies can easily reach and maintain these percentages.

ROI 195

ROI Customer Retention Infographics eBook 195

TechSee

DECEMBER 12, 2017

To enable this omnichannel experience, companies and customer service operations are integrating new technologies, and upgrading their existing ones. According to technology giant Cisco, video will account for 80% of all Internet traffic by 2019, up from 64% in 2014. With achievement comes challenges. Rise of video engagement.

Omni-Channel 144

Omni-Channel Customer Experience Contact Center Touchpoint 144

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

Meeting 100

Meeting Customer Experience Design CRM Strategy 100

QuestionPro Audience

FEBRUARY 24, 2021

Taking survey panel technology to the next level – Discover powerful answers with ease. QuestionPro takes industry-leading measures to curb and eliminate poor-quality respondents, responses, and data with industry-leading behavioral and technological audience verifications. Need 80+ verification points on your respondents?

Survey 195

Survey Study Leadership Data 195

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series.

Groups 52

Groups Omni-Channel Customer Journeys Customer Engagement 52

Quadient

MAY 23, 2022

The company has perfected technology that speeds and simplifies the internal processes that ensure essential information gets to the right people at the right time with intelligent integration. Dick Bucci is Principal of Pelorus Associates where he specializes in contact center technologies. Principal of Pelorus Associates.

Contact Center 105

Contact Center Meeting Social Media Call Center 105

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Seamless and consistent communications. We’ve made it easy to communicate with us.

Brands 221

Brands Social Media Roadmap Contact Center 221

Comm100

FEBRUARY 25, 2020

By integrating CRM and website activity data with a digital omnichannel customer engagement platform, you will eliminate restrictive technology silos and data black-holes from your CX systems. This post is the second of two that cover just a few points of our ‘Never Miss a VIP’ white paper. Download Now. Whitepaper.

Social Media 162

Social Media Omni-Channel CRM B2B 162

NICE inContact

OCTOBER 29, 2018

Case in point, I had an interesting conversation with a couple of millennials where I reflected on the tech I used in college (I am a “boomer”) – technologies like the first IBM PC, the DOS operating system, Lotus 123, “brick” cell phones, RPN calculators and the like. The world seems to be moving at breakneck speed.

Contact Center 120

Contact Center Contact Center Software Call Center Omni-Channel 120

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

Talkdesk

MAY 22, 2020

I spoke to professionals in similar businesses that have implemented the same technology or process. White papers: What research already exists? I looked into white papers and blogs from industry leaders in the contact center operation space. Now, how does your new idea save money or make money?

Contact Center 94

Contact Center Comparison Call Center Data 94

ShepHyken

MARCH 26, 2019

The Interview with Natalie Petouhoff: Companies that become too enamored with chatbots, AI, and other technologies can risk losing touch with their customers. When companies don’t have an agile mindset, it can be difficult for them to adjust to how rapidly technology changes. How fast is technology changing?

Chatbots 128

Chatbots Contact Center e-support Social Media 128

Circular Edge

JULY 29, 2022

The right technology enables and adapts to that growth. Download this white paper to understand many of the issues that manufacturers and distributors typically face, and why so many have decided to move to NetSuite—the #1 cloud ERP for manufacturing companies.

Apparel 52

Apparel Ecommerce Telecommunications Transportation 52

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Seamless and consistent communications. We’ve made it easy to communicate with us.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

Calabrio

APRIL 25, 2017

Today there are technologies that are capable of handling large quantities of data. These technologies underpin many of the largest applications on the internet. Contact center reporting technology of the future. The birth of Big Data. Silos are eliminated and brand can better understand the entire customer journey.

Contact Center 140

Contact Center Social Media Roadmap Report 140

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” McKinsey & Company recommends obtaining “journey-centric feedback” from customers, supported by a backbone of technology investments. The Importance of VOC to CX.

How To 243

How To Social Media Analysis Feedback 243

CSM Magazine

SEPTEMBER 8, 2023

In line with that, we’ve been strengthening our expertise in Genesys and Salesforce technologies. Thanks to our knowledge of the market and the way it has been evolving in recent years, we’ve shaped our business strategy around the convergence of the contact centre, AI and CRM landscapes. What does this mean for the industry?

Groups 52

Groups Leadership Multi-Channel CRM 52

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience.

Customer Success 80

Customer Success eBook Loyalty Conference 80