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Call routing methods for call centers to consider
Contact center call routing methods include next-available agent, skill-based and predictive; however, each strategy has pros and cons. Learn what is best for your business.
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AI converts consumer analytics into potent sales weapons
Surveys, social media monitoring and loyalty cards are just some of the ways to collect customer data. Consumer analytics can help businesses analyze that data.
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Applying AI analytics to consumers ups conversion rates
With AI's arsenal of machine learning, deep learning and NLP, consumer analytics can take some of the unpredictability out of predicting buying patterns and up conversion rates.
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TechSee introduces visual AI customer service platform
TechSee Smart aids live agents in contact centers by using AI and deep learning to analyze customer product images, identify issues and guide customers through the resolution process.
Topics Covered
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Customer data management (3) +
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Customer experience (CX) management (7) +
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Customer relationship management (CRM) (6) +
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Customer service technology (5) +
Digital experience management
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E-Commerce (2) +
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Marketing software and platforms (3) +
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Sales technology (2) +
Free Guide: Acquia Lift v. Evergage v. Google Optimize
As content personalization platforms become more widely adopted, it’s important to have a clear understanding on how they would potentially add to your marketing team. Inside, explore the catalyst for personalization, 3 things personalized content delivery depends on, and how these 3 featured vendors stack up in 8 categories.
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Sarah Amsler asks:
What is your current uptime SLA with your contact center software provider? How much downtime do you experience each month?
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Scott Sachs asks:
Which call routing method do you use in your call center? Why did you choose that one?
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Talkdesk strives for perfection with 100% uptime SLA
Talkdesk customer Cognosante sees 50% cost savings after switching to the vendor's contact center software and, so far, has seen no interruptions in service.
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Call routing methods for call centers to consider
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Augmented and virtual reality's role in CRM
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'Agent assist' AI may train the bots to replace humans
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Problem Solve
Applying AI analytics to consumers ups conversion rates
With AI's arsenal of machine learning, deep learning and NLP, consumer analytics can take some of the unpredictability out of predicting buying patterns and up conversion rates.
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Create effective chatbot scripts with these tips
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Cloud contact center platform migration not the easiest
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10 ways to boost the customer experience
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The right team can ensure digital CX success
Having the right team in place can ensure digital CX success. Here are some leadership and team roles that organizations should consider when creating a plan.
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Multipronged digital customer experience strategy enriches CX
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Tips for creating customer journey maps
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How to make the most of customer segmentation data
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E-Handbook | July 2019
AI converts consumer analytics into potent sales weapons
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Buyer's Handbook | May 2019
Customer experience management enhances branding and success
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Buyer's Handbook | April 2019
How to choose marketing automation software
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E-Handbook | April 2019
Advanced self-service platforms open new customer frontiers
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E-Handbook | January 2019
CRM and CX management at crossroads in the customer journey
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Customer Experience Basics
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AI converts consumer analytics into potent sales weapons
Surveys, social media monitoring and loyalty cards are just some of the ways to collect customer data. Consumer analytics can help businesses analyze that data.
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Get Started
The journey from call center to CX center
The call center has evolved over the years, moving from phone-based systems to multichannel contact centers. The next move is toward a customer experience center.
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Effective uses of AI in marketing automation
AI is beneficial in many marketing automation processes. Organizations use the technology in chatbots, personalization, voice and visual search, frequency optimization and more.
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Contact center software and applications
TechSee introduces visual AI customer service platform
TechSee Smart aids live agents in contact centers by using AI and deep learning to analyze customer product images, identify issues and guide customers through the resolution process.
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Sales enablement tools
Nintex, Adobe make e-sign open to SharePoint users
With this update, SharePoint 2013, 2016 and 2019 enterprise users have access to Nintex Sign powered by Adobe Sign for native e-signatures, in addition to other Nintex Sign updates.
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Personalized marketing
CloudEngage announces personalization engine 3.0
The new generation includes upgrades to its segmentation capabilities. CloudEngage's chat product has also been upgraded to save visitor details for personalization.