contact centers

How can businesses enhance both customer and agent experience to achieve exceptional results?

Join us for an insightful discussion on Tech Deep Dive with host Max Clark, founder of ITBroker.com, and special guest Adam Settle, Chief Product Officer at SharpenCX. 🌟

Discover how businesses can achieve exceptional results by enhancing both customer and agent experiences. Adam will unveil the transformative power of SharpenCX in converting data into strategic action. Through AI-driven decision-making and streamlined automated workflows, the SharpenCX platform will efficiently route and record customer interactions across every channel, leading to superior agent and customer experiences.

0:00 - Introducing Adam Settle, Chief Product Officer at SharpenCX 
2:40 - The Journey of SharpenCX
4:20 - Elevating the Agent Experience: Redefining Customer Support
9:00 - Ideal Customers of SharpenCX: Who Can Benefit from the Solution?
10:42 - SharpenCX and Credit Unions
11:43 - SharpenCX and Partnerships
14:23 - Supporting Mobile Interaction with SharpenCX
15:50 - The SharpenCX Solution Turnaround: Streamlining Contact Center Operations
25:17 - Building Customer Loyalty with SharpenCX: The Key Strategies
34:55 - Technology-Driven Agent Experience: SharpenCX's Approach
38:27 - Creating New Customer Experiences: How SharpenCX Empowers Agents
51:00 - Implementation Timeline: What to Expect with SharpenCX Solutions
58:14 - The Exciting Future of Contact Centers: A Glimpse Ahead
1:03:05 - ACR as the Defining Metric: Tracking Success with SharpenCX
1:06:25 - Balancing Customer and Agent Experiences: SharpenCX's Focus

Don't miss this opportunity to dive into the world of customer service technology and discover how to revolutionize your company's customer interactions. 🚀

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This second part of Amelia's favorite moments and thought-provoking takeaways from her CX Pulse conversations highlights how AI made its way into contact centers and why organizations should embrace AI. In episode 15, Contact Center and AI: Making Real-World Progress, Keith Dawson shed light on the best practices and opportunities for contact centers, from making agents' jobs more streamlined to providing solutions for marketing and sales.

Tune in and listen to episode 15 of the CX Pulse podcast to learn more about the impact of AI in contact centers and the many ways AI can be used in the future of the contact center industry.   

Keith Dawson is the Vice President & Research Director, Customer Experience at Ventana Research. He leads the expertise in Customer Experience technologies (CX), covering systems that facilitate engagement and allow businesses to influence and optimize their customer-facing operation.

Enjoy!

In This Episode

00:47 - How AI made its way into the contact center

01:37 - Why top organizations need to embrace AI and machine learning

04:24 - What the future holds for AI integration in contact centers

Favorite Quotes

01:29 - "When realistic use cases of AI began to emerge a couple of years ago in contact centers, they were seen as both innovative and evolutionary rather than revolutionary." - Keith Dawson

03:12 - "AI has become so pervasive that it's coming at that kind of problem from various angles. It's surfacing better information, better knowledge, and a knowledge management system, but it's also directing it to where it can do the best." - Keith Dawson

04:59 - "A lot of the exciting things people want to do in areas like personalization, targeting promotions, or offers to specific people or groups of customers will be genuinely assisted by AI and machine learning." - Keith Dawson

Listen to the full episode: Contact Center and AI: Making Real-World Progress

Apple Podcast

Spotify

Connect with Keith Dawson

LinkedIn

Twitter

Ventana Research

Visit NICE

Website - www.nice.com

Facebook - https://www.facebook.com/OfficialNICELtd/

YouTube - https://www.youtube.com/c/NICESystems

Twitter - https://twitter.com/NICE_CX

LinkedIn - https://www.linkedin.com/company/nice-systems/posts/?feedView=all

Listen to more episodes of the CX Pulse Podcast

Apple Podcast 

Spotify

Digital transformation is top of mind for companies across industries as they seek to remain competitive in an increasingly digital era. For many, this means turning to automation to unlock new efficiencies and drive better customer experiences (CX).

In today's episode, Wayne Butterfield sits with Amelia Rose Earhart to talk about all things automation. They take a big picture view of the technological advancements and how to unlock new opportunities in CX. 

Wayne Butterfield is an automation pioneer, initially starting as an early adopter of RPA in 2010 and creating one of the first enterprise-scale RPA operations. As the Global Head of Intelligent Automation Solutions at ISG Automation, Wayne is responsible for helping organizations leverage Automation Technologies, such as RPA, NLP, OCR, and Virtual Agents, for creating efficiency and improving the customer/employee experience.

Enjoy!

In This Episode

01:10 - What motivates Wayne to continue working in contact centers

03:36 - How AI has evolved over time

06:26 - How innovation drives new-age customer experiences

09:36 - Some tips for keeping up with contact center innovations

11:30 - How to learn more about the role of intelligent automation in business

Favorite Quotes

01:27 - "The contact center never stands still. It is the beating heart and where the vibrancy is in most organizations." - Wayne Butterfield

04:41 - "We've spent the last 2000 years putting people at the heart of everything we do. Every process we have generally created as an organization has people and a system right in the very center of it. It's been interesting to see this move and the mindset shift that AI generates." - Wayne Butterfield

07:43 - "Technology will enable us to do that 15 years' worth of work with one or two people in probably three to six months." - Wayne Butterfield

09:04 - "Process mining, task mining, and communications mining— all these technologies are helping organizations reduce massively the amount of time that's going to take to get useful, insightful, and actionable data. And that, for me, is where we are pushing boundaries right now. " - Wayne Butterfield

Connect with Wayne Butterfield
LinkedIn
ISG

Visit NICE
Website - www.nice.com
Facebook - https://www.facebook.com/OfficialNICELtd/
YouTube - https://www.youtube.com/c/NICESystems
Twitter - https://twitter.com/NICE_CX
LinkedIn - https://www.linkedin.com/company/nice-systems/posts/?feedView=all

Listen to more episodes of the CX Pulse Podcast

Apple Podcast 
Spotify

Artificial intelligence (AI) is often seen as the future of customer service. This shift is primarily driven by advancements in natural language processing and machine learning. As AI evolves, so does its ability to help businesses improve the customer experience. With the rapid growth of these technologies, contact centers need to start preparing themselves for a future where AI plays an even bigger role in customer experience.

In this episode, Amelia is once again joined by Donna Fluss, Founder and President of DMG Consulting, to discuss AI in action. As an expert in AI in contact centers, Donna will cover the most practical applications of AI for customer experience, how AI has been implemented in the industry, and what advice she can offer organizations just getting started with AI.

Enjoy!

In This Episode

01:00 - What is AI in contact centers

03:50 - How widely has AI been implemented in contact centers

05:22 - The most practical uses of AI for customer experience

14:46 - Donna's advice to organizations just getting started with AI

Favorite Quotes

01:30 - "AI is a branch of computer science that's focused on the development of programs and machines, which are of course computers to solve complex problems by simulating behaviors associated with intelligent beings." - Donna Fluss

04:17 - "The amount of innovation and practical capabilities that are being enabled by AI is nothing short of phenomenal. It's almost been an exponential series of enhancements." - Donna Fluss

11:17 - "It is absolutely AI in action, which really is the name of the game because what we're looking for in contact centers are applications that enhance the customer experience, that enhance and improve the employee experience and do things cost-effectively."- Donna Fluss

15:14 - "AI is here to stay. And so, companies really need to get on board with this, but not just haphazardly finding it in one application or deciding to go with another application. What we recommend is that companies go through a very thoughtful process of developing an AI strategy." - Donna Fluss

Engage with Donna Fluss
LinkedIn
DMG Consulting

Visit NICE
Website - www.nice.com
Facebook - https://www.facebook.com/OfficialNICELtd/
YouTube - https://www.youtube.com/c/NICESystems
Twitter - https://twitter.com/NICE_CX
Linkedin - https://www.linkedin.com/company/nice-systems/posts/?feedView=all

Listen to more episodes of the CX Pulse Podcast
Apple Podcast 
Spotify

Content is a constant headache in workplace learning. It’s expensive to buy. It’s time consuming to build and maintain. And most of it sits on a shelf unused. Delivering good training content is hard. Doing it in an engaging way at the speed required is almost impossible … or is it?

Let’s find out how a modern content strategy can save time, money and headaches. JD is joined by Ingrid Carreres - Senior Bilingual Instructional Designer at Sonnet Insurance. Ingrid  explains how her team leverages a strategic mix of OTS and home-grown content to deliver timely, relevant training that boosts L&D credibility and drives results.

BONUS: JD showcases Axonify's new AI Content Assistant!

BONUS BONUS: JD shares the exciting news of Axonify's acquisition of Nudge!!

Check out this case study to learn more about Sonnet's strategy for training frontline advisors.

Watch the full video of this episode on the Axonify YouTube channel.

In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.

CX Today's Charlie Mitchell hosts Heidi Elmore, Head of UCaaS, Zoom. 

Join Dave Hoekstra, Product Evangelist at Calabrio as he talks to Kunal Rahalkar, Founder and CEO of Datagamz about how employee engagement can dramatically impact overall CX.  Topics include "How to find the best agent", how to incorporate performance testing vs. Performance Management, and and engaging discussion about how different regions of the world refer to the names of fruit. 

Brian provides some commentary on the state of AWS in 2020, and then reviews the highlights and announcements from AWS re:Invent 2020.

SHOW: 479

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SHOW NOTES:

• Lots and Lots of Announcements from AWS (and some summaries)

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