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Are your customers heading in the right direction?

Customers don’t follow just one path on their journey with your brand. Often, their path is full of twists and turns, alternate routes, detours, and divergences. This mini-guide goes over the systems and tools your organization can put in place to map digital customer journeys, which enables digital and customer experience leaders to view and […]

Drive revenue by turning feedback into actional strategies

With an integrated VOC program, you can understand why calls are made, how calls are handled, and how the collective experience makes customers feel. Combined, this information provides valuable insights that can help you maintain what is already effective and find areas where you can enhance the experience. This eBook will show you how. Deliver […]

Amplify your CX initiative with a holistic VOC program

 Listening to customer feedback fosters customer trust and loyalty. In fact, studies show that 81% of customers become more loyal if a company has a dedicated Voice of the Customer program. This new eBook details how customer experience leaders can lay the groundwork for fully integrated, personalized experiences every time, inspiring lifetime loyalty every step […]

It’s time to put AI to work to maximize each customer experience.

Advancements in AI can deliver a superior customer experience from self-service to agent-assisted interactions. The latest whitepaper from ContactBabel: “Putting AI and Automation to Work in Contact Center Operations,” highlights specific areas of AI to help reduce customer churn, maximize efficiency, and turn customers into lifelong brand advocates. Invest now in AI for CX results […]

Turn modern customer expectations into reality with phenomenal CX

These days, consumers aren’t easily impressed. Equip your organization with the tools you need to maintain the demands and expectations of the modern customer and deliver outstanding CX. Read the report to delve deeper into these key CX-enhancing tactics: Encourage long-term loyalty with a modern CX framework Download Turn modern customer expectations into reality with […]

Turn Complaints into Business Opportunities with Enlighten AI

Consumer complaints create high stakes for companies, particularly those in regulated industries such as financial services. Complaints can affect an entire organization, from risk and compliance to customer service, marketing, and more.  Enlighten AI streamlines complaint management programs by identifying and classifying every interaction that contains a complaint and automating a closed-loop remediation and reporting process. […]

Sentiment in Customer and Agent Interactions

Sentiment is a machine learning (AI) model trained with a large, comprehensive CX dataset to measure whether a customer interaction is positive, negative, or neutral on a relational scale. It can be used to: Get Started

NEVA real-time process guidance for Financial Services

Bringing People and Robots together In this video, we will demonstrate how NEVA guides the contact center agent through the ‘changing loan terms’ process, and automates their routine activities. By optimizing the loan extension request, using NEVA, the bank was able to: Watch Now

Enlighten AI for Customer Satisfaction

What does it take to empower agents to make every customer interaction with your contact center an extraordinary experience? It takes focusing agents on the behaviors proven to influence customer satisfaction. Enlighten AI for Customer Satisfaction is a complete, out-of-the-box solution that scores agents’ soft skills on every interaction and eliminates the need for manual […]

Enlighten XO: Accelerating Digital Transformation

Businesses are spending 100 times more on live service than on self-service, but when self-service channels are not working, customers are becoming frustrated. Digital channels are becoming customers’ preferred interaction points, a trend has that only accelerated with the pandemic. In 2020, according to Forrester Research, U.S. companies saw “enormous increases in self-service and digital […]