Though much of the Customer Experience (CX) discussion today focuses on non-voice, digital channels, the truth is that the majority of interactions depend on good, old-fashioned voice. What’s more, the…
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Companies are increasingly adopting and spending on self-service and conversational artificial intelligence to improve Customer Experience (CX). Artificial intelligence (AI) and machine learning (ML) bolster self-service, with data and automation…
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In an industry with high turnover, contact center leaders must engage with their agents. Workforce optimization tools can help improve employee satisfaction and productivity.
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As we advise enterprise customer experience (CX) leaders, one fairly consistent area of deficiency is using automation to improve agent performance and/or customer satisfaction. Sure, most companies use some automation,…
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Contact Center architecture doesn’t have to dictate level of innovation. Whether you’re on-prem and staying there, on-prem and gradually moving to the cloud, or fully engaged in the cloud, CPaaS solutions can add value to traditional contact center capabilities. A conversation with Chris Botting, chief product officer at IntelePeer.
Despite Uncertain Economy, CX Technologies in Demand Being in a customer experience technology role comes with a certain amount of job security. Consider these recent Metrigy research findings: The majority…
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Join principal analysts Robin Gareiss, Irwin Lazar, and Beth Schultz for highlights from Metrigy’s recent study on enterprising spending plans for CX, workplace collaboration, and EX technologies through 2022 and 2023.
The majority of companies have rated customer satisfaction as their top business priority for three straight years, and successful companies are investing nearly $2,700 per employee per year in CX…
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Customer self-service best practices, such as the use of virtual assistants and omnichannel access, can reduce contact center wait times and enhance overall CX. When organizations empower customers to help…
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The majority of companies have rated customer satisfaction as their top business priority for three straight years, and successful companies are investing nearly $2,700 per employee per year in CX…
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