eglobalis
MARCH 24, 2025
Introduction: AI-driven virtual agents, including chatbots and voice assistants, are increasingly integral to customer service operations. Organizations leverage these technologies aiming for efficiency, cost reductions, and enhanced customer experiences.
InMoment XI
DECEMBER 18, 2024
Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email. What Is Contact Center Automation?
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BlueOcean
MARCH 24, 2025
When outsourcing customer support whether for the first time or the fifth time your company’s relationship with the contact center is understandably complex. The contact center SOW is the framework for your relationship. Thats where a formal Statement of Work (SOW) comes into play.
InMoment XI
OCTOBER 19, 2023
In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. What is a Contact Center and How Does it Work? They serve as centralized hubs where businesses manage customer interactions.
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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.
BlueOcean
DECEMBER 2, 2024
The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. When it comes to customer experience , there’s a lot of cross-over between the hospitality industry and the contact center industry.
InMoment XI
OCTOBER 31, 2024
This approach helps identify improvement opportunities that can swiftly boost customer satisfaction. Consider including self-service options like chatbots for customers who don’t want to spend time with an agent. In the call center industry, the standard time to answer is 20 seconds or less.
Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast
With so many options out there, how can you successfully add an Intelligent Virtual Assistant (IVA) to the phone channel to help your customers serve themselves? How IVAs play into customer satisfaction. Best practices to successfully roll out a new IVA.
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. After deploying conversational AI for more than 100 leading brands, we’ve learned a few lessons on what can make — or break –– the automated customer experience.
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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.
Speaker: Rana Gujral, CEO at Behavioral Signals
According to a report from Salesforce, 78% of customers are willing to do business with a brand even after a mistake, but only if the customer service is excellent. This means you can’t afford to put your customers on hold for long or deliver poor communication.
Speaker: Brian Morin & Helena Chen from SmartAction
Enter a conversational AI solution for your contact center. Some customer service interactions require a human —but just because some calls must be transferred to a live agent doesn’t mean they can’t all begin with AI. In a 6-minute customer service call, 75% of that time goes to live agents doing manual research.
Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX
Practicing empathy is not only foundational to good customer service––it improves customer satisfaction. But how do contact center leaders assess, manage, and coach agents to show empathy? Take away valuable exercises and job aids to coach agents and improve empathy skills in your contact center.
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The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience.
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Delivering white glove customer service to millions worldwide is a challenge, so Orvis turned to Khoros CX Insights to help identify and resolve friction points in the customer experience.
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