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Bettering the Customer Experience . . .
CSG Unveils AgentHub Solution to Streamline Contact Centers
CSG Systems, a provider of software- and services-based business support solutions that help clients maximize customer relationships, introduced AgentHub, a virtual contact center infrastructure solution suite designed to streamline contact center operations. AgentHub reduces operational complexity by using one cloud-based platform to unify customer interaction activities, channels, applications and agents. . . . read more >>
The Contact Center of the Future
It’s no secret that advances in technology and changing workforce demographics are two main avenues in our rapidly evolving economy. Examples of technology’s impact are everywhere, from the Facebook IPO to the World Economic Forum’s January report on big data analytics as a new class of economic asset, just like currency or gold. Human resources analysts, meanwhile, are constantly trying to make sense of employment dynamics, including the trend toward a younger workforce and the advent of the virtual office. But if technology and workforce issues are key factors in our economic future, how do we best match these and related factors in an efficient and profitable way? . . . read more >>
Consumers On-Hold More Than One Minute Won’t Convert or Refer
Ifbyphone, a provider of voice-based marketing automation, announced the results of a consumer survey designed to measure the impact of response times on sales conversions and brand referrals. Leveraging a sample of 531 U.S. prospects and customers, study participants were asked a series of questions related to company response times. Answers were based on participants’ most recent experiences calling a brand under two circumstances: calling to make a new purchase or calling as an existing customer. . . . read more >>
UpSellIt Launches Compound Recognition Engine
UpSellit, a provider of customer recovery solutions, announced the addition of the Compound Recognition module to the SmartAgent automated chat solution. SmartAgent has saved over 12 million online conversions for online businesses with its automated chat agent technology. The inclusion of the Compound Recognition engine has shown a lift in website conversions by enabling SmartAgent to comprehend and address complicated customer questions. With a complex Natural Language Parsing engine and a knowledge base architecture, the SmartAgent automated chat solution assists abandoning website shoppers to reduce site abandonment and capture valuable consumer feedback. . . . read more >>
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