Self-service technologies are one of the top CX transformational activities underway. Organizations must modernize and regularly update their self-service knowledge bases to deliver a sold customer experience. During this webinar, you'll learn: - Who are the key knowledge base providers? - What are the best practices in...
The right contact center platform connects these new digital journeys with enhanced self-service, AI-driven channels, and real-time analytics that enable CX leaders and their teams to drive a loyal and lasting relationship with customers....
Companies are flocking to voice biometrics and facial recognition for customer interactions. These technologies identify customers quickly, and save on average 30 to 60 minutes on each call or video interaction. Join this webinar to learn: - What are companies plans to use biometrics? - What's driving...
More than 70% of organizations are using AI to help them serve customers and improve customer service agent performance. But AI is a loaded acronym--adopting AI can mean dozens of things! Join this webinar to learn how companies are using AI in their customer interactions,...
Employees and customers both have more power than ever before. With hybrid workplaces as the new norm, the best employees can work or look for work anywhere in the world. Customers also have the same global choice when it comes to who they do business...
IT and CX leaders around the world are planning for a hybrid workplace of the future, where employees work from any combination of home offices, company locations, and even coffee shops. In this environment, it’s more important than ever to connect all employees with the...
What makes a great customer journey? And what are the warning signs of problems? CX technology can be a blessing and a curse....
Metrigy asked 476 organizations in North America, Western Europe, Southeast Asia, and Australia to rate their providers for calling, meetings, team collaboration and more. We evaluated two core metrics: ROI and productivity improvements, and business success. Companies rated their providers on metrics related to customer...
Workforce Optimization (WFO) has become a staple in any sophisticated CX strategy. WFO comprises a variety of applications and analytics, some AI-enabled, that help CX leaders manage agent schedules and performance, analyze customer interactions to improve metrics, and deliver the data needed to continually improve...
If you don't have a Voice of the Customer (VOC) program, you're not only doing yourself a disservice; you're also at a competitive disadvantage. And if you've already got one up and running, there are likely some new technologies and best practices you should consider....
Digital channels, like web chat, social messaging apps and chatbots, hold tremendous potential for customer engagement and support. And while there’s great appetite for them from both customers and businesses, customer experience leaders often feel they’ve yet to realize the full potential of these digital...
Winning new customers is part of the battle; keeping them and growing the relationship is the other. AI-enabled CRM and sales-enablement tools help automate advancement of sales cycles. But once you’ve hit “closed-won,” how do you ensure the customer stays loyal and engaged, while buying...