Customer Contact Virtual in May

Industry Insights

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Customer Engagement & Experience

CallMiner empowers organizations to extract and act on intelligence from customer interactions, for improving customer experience, sales, marketing, compliance, and agent and contact center performance. CallMiner was recently named a leader in the industry analyst report Forrester New Wave: AI-Fueled Speech Analytics Solutions.
Understanding Omnichannel Customer Experience
Measuring Voice of the Customer
The CX Pros Guide to Speech Analytics
As the leader of cloud-based call-back solutions, Fonolo eliminates hold time and improves the way contact centers interact with their customers. Fonolo’s Voice Call-Back solution offers the option to “press 1 to get a call-back from the next agent”, while Visual IVR provide click-to-call-back capabilities on web and mobile.
How Nutrisystem’s Call Center Successfully Manages Spikes in Call Volume
The Smart Contact Center Manager’s Guide to Handling Spikes in Call Volume
How a Credit Union Reduced Abandon Rates and Improved the Member Experience
Glia Logo
Glia is reinventing how businesses support their customers in a digital world. Glia’s solution enriches web and mobile experiences with digital communication choices, on-screen collaboration and AI-enabled assistance. Glia has partnered with more than 150 financial institutions to improve results through Digital Customer Service.
Ultimate Guide to CX Building
Grammarly logo
Interactions provides Intelligent Virtual Assistants that seamlessly assimilate conversational AI and human understanding to enable businesses to engage with their customers in highly productive and satisfying conversations. With flexible products and solutions designed to meet the growing demand for unified, omnichannel customer care, Interactions is delivering unprecedented improvements in the customer experience and significant cost savings for some of the largest brands in the world.
Customer Journey Mapping in the New Normal
How Digital Transformation has Changed the Channel Game
Intradiem logo
Intradiem provides intelligent automation solutions that help customer service teams boost productivity, enhance employee engagement, and improve the end-customer experience. The company’s patented, AI-powered technology processes the massive data quantities generated by contact centers and back offices and takes immediate action to support both in-center and remote teams.
Why We Need to Stop Saying the Call Center Is Dead
The Human Touch Has Huge Value in a Global Crisis
Humans and Technology Intersect at the Future of Customer Service
ProcedureFlow is a visual step-by-step guide that makes your employees experts faster. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow enables better training and on the job support so agents can start work sooner with confidence, work more efficiently, and better serve customers.
Reduce Agent Effort Checklist
The Essential Guide to Agent Empowerment
Grammarly logo
RingCentral, Inc. (NYSE: RNG) is a leading provider of cloud Message Video Phone (MVP), customer engagement and contact center solutions for businesses worldwide. More flexible and cost-effective than legacy on-premise PBX and video conferencing systems that it replaces, RingCentral empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral’s open platform integrates with leading third-party business applications and enables customers to easily customize business workflows. RingCentral is headquartered in Belmont, California, and has offices around the world.
Remote Agent Playbook
The Future of Customer Experience
5 Ways to Change a Toxic Call Center Environment
Talkdesk Enterprise Contact Center Platform empowers companies to make the customer experience a competitive advantage. With enterprise-class performance and consumer-like ease of use, over 1,400 innovative companies rely on Talkdesk to power their customer interactions.
Cut Costs in Your Contact Center by Moving to the Cloud
How to Empower Mobile Workers to Enhance Customer Experience
Customer Story Zumiez
Teleperformance is the global leader in outsourced omnichannel customer experience management and the trusted provider of Digital Integrated Business Services. Using technology to assist humans, Teleperformance offers exceptional customer experience, back-office, and knowledge services, ensuring consistently positive customer interactions on every channel, at any time.
Redefining the Customer Experience for a Post COVID-19 World
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