Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Marco Liz
International Director
0
MEMBER
Gerry de Graaf
Managing Director
2
MEMBER
Rudzani Mudau
Workforce Manager
0
MEMBER
Slavena Summerfield
Head of Call Center
396
MEMBER
Aleksandar Sandic
Partnership Manager
2

News : AI or Humans in CX? 2024 Trends Report Reveals the Answer

#contactcenterworld

Wakefield, MA, USA, Dec. 13, 2023 - Glance, a provider in Guided CX™ software, is excited to announce the release of its 2024 Guided CX trends report. This annual publication includes first-party data and delves into the realm of human-guided customer experiences within digital channels, offering insights into the future of customer engagement.

The report, AI, Humans, and Customer Experience: 2024 Trends in Guided CX, is a timely resource, providing a comprehensive outlook for 2024 and addressing the pivotal intersection of artificial intelligence (AI) and human guidance. It sheds light on consumer preferences and emerging CX trends that transformational leaders need to monitor closely in the coming year.

One of the report's noteworthy findings is the increasing demand for human-guided experiences. Despite the rise of digital customer experience channels, data from 2022-23, compared to the two years prior, shows a remarkable 75% increase in overall Glance sessions. This indicates that while customers have adapted to digital interactions, they still value and actively seek more personal, human support when navigating complex or critical situations.

"Our 2024 Guided CX trends report reveals the growing demand for human-guided experiences. While AI presents exciting advancements, it shines brightest when it complements and enhances the capabilities of human agents," says Glance CEO Tom Martin.

AI made a huge impact on omnichannel CX in 2023, but many question whether or not it delivered on its promise. In the report, Glance dives into the data and case studies to uncover the real-world impact of AI and help businesses navigate the delicate balance between automation and human interaction.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Glance:
Glance makes it easy for enterprises to drive positive CX outcomes through personal, human-to-human connection right inside their website or app. With Glance Guided CX™, leading brands empower their representatives to join customers at their exact moment of need and navigate together to the right solution, in an instant. Hundreds of large financial services, healthcare, and SaaS enterprises trust Glance to help increase customer satisfaction, ensure brand loyalty, and create new revenue opportunities through Guided CX.Company Profile Page

Today's Tip of the Day - Making It Easy For Customers To Contact You

Read today's tip or listen to it on podcast.

Published: Thursday, December 14, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Automated Call Distributors

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

 

NEXTGEN-TV

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th EMEA Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 8333 
The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 8280 
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 3211 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =