Qualtrics has announced Qualtrics Quality Management (Qualtrics QM), a new AI-powered and human-assisted quality assurance solution that gives contact centre leaders critical AI-powered insights on customer needs, agent effectiveness, and overall performance so they can act quickly to improve the customer experience, reduce operational costs and compliance risk and better evaluate their agents’ performance. Continue reading New Qualtrics Quality Management Improves Contact Centre Performance and Agent Retention
Daily Archives: June 21, 2022
TTEC Announces Guaranteed Cost Savings Outsourcing Solutions for Improved Customer Experience
TTEC, a leading global customer experience (CX) technology and services innovator for end-to-end digital CX solutions, announced the availability of Adapt Now, outsourcing capabilities to drive improved CX outcomes with guaranteed cost savings to businesses. Continue reading TTEC Announces Guaranteed Cost Savings Outsourcing Solutions for Improved Customer Experience
The Only CCaaS Platform Built for Contact Centers by Experts in Contact Center Operations
[24]7.ai, a recognized leader in contact centre services and conversational AI, announced its decisive expansion into the contact centre as a service (CCaaS) space. Continue reading The Only CCaaS Platform Built for Contact Centers by Experts in Contact Center Operations
Twilio Report Shows Consumers Want Personalisation, But Don’t Trust Brands With Their Data
Customers expect personalisation during every brand interaction — but they don’t trust brands to keep their personal data secure and to use it responsibly. That’s the dilemma companies everywhere are currently facing, according to new data from Twilio, the leading customer engagement platform. Continue reading Twilio Report Shows Consumers Want Personalisation, But Don’t Trust Brands With Their Data
Half of Today’s Enterprises Have Reduced Their CX Footprint in the Past Year
Research commissioned by TELUS International, a digital CX innovator that designs, builds and delivers next-generation solutions for global and disruptive brands, found that half of enterprises have reduced their CX provider footprint over the last 12 months, with 51% using a single provider and 44% engaged with only two to three providers. Continue reading Half of Today’s Enterprises Have Reduced Their CX Footprint in the Past Year
Lightico and Glia Partner to Help Financial Institutions Simplify OnScreen Customer Experiences
Lightico, leading provider of digital customer interactions, and Digital Customer Service (DCS) leader Glia announced a partnership to make complex customer engagements—such as credit card, insurance policy or mortgage applications—easier to complete, as part of a seamless OnScreen experience. Continue reading Lightico and Glia Partner to Help Financial Institutions Simplify OnScreen Customer Experiences