AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. With Amazon Lex, you can implement an omnichannel strategy where customers engage via phone, websites, and messaging platforms.

Contact Center 92

Contact Center Chatbots Self Service Touchpoint 92

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? Furthermore, we’re learning how customers engage differently depending on their goal.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Upstream Works

JANUARY 12, 2022

The demands facing contact center systems are getting more complex and more varied than ever before. Driven by a desire to cut costs with operational efficiencies and provide a better omnichannel experience to an increasingly digital customer base, executives are honing in to upskill their contact centers.

Contact Center 78

Contact Center Self Service Omni-Channel Touchpoint 78

Upstream Works

JANUARY 7, 2021

AI has many valuable uses in the contact center, from providing data and channel options to reducing costs. With AI enabling better forms of self-service, automation can address many contact center challenges with limited cost impact or added strain to the existing pool of agents.

Contact Center 78

Contact Center Self Service Customer Journeys Omni-Channel 78

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? Furthermore, we’re learning how customers engage differently depending on their goal.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

Lumoa

JUNE 23, 2021

While the proliferation of handheld devices has a lot to do with the inflated expectations of customers, it is also natural. In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

NobelBiz

MARCH 29, 2022

It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers. In the contact center sector, customer engagement is one of the strategic objectives of many companies today.

Contact Center 52

Contact Center Customer Engagement Engagement Call Center 52

NICE inContact

NOVEMBER 2, 2020

Interactive voice response (IVR) systems are the gatekeepers to the contact center. Does your gatekeeper welcome everyone in with little friction, or is your IVR system more like the troll under the bridge, barring the way until customers answer the riddles correctly? As such, they set the tone for the entire interaction.

Self Service 156

Self Service System Contact Center Customer Engagement 156

Upstream Works

SEPTEMBER 5, 2019

Let’s get back to basics with a few of these buzzy terms – what exactly they mean, how they are making an impact on the customer experience industry, and tips for successfully incorporating them into your CX strategy. Omnichannel. It’s important to take the term “omnichannel” with a grain of salt.

Contact Center 60

Contact Center Self Service Trends Technology 60

NobelBiz

FEBRUARY 13, 2024

This efficiency reduces idle time and increases overall contact rates. NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. Among its standout features is the Preview Dialer.

Call Center 59

Call Center Self Service Software Contact Center 59

Calabrio

OCTOBER 6, 2016

Your contact center is a superhero? You might be surprised—after all, contact centers are often: Under-valued by the larger organization. Viewed purely as a cost center. But for customer-centric organizations, the term “contact center superhero” is an accurate—and multi-faceted—description.

Contact Center 100

Contact Center Self Service Customer Centricity Omni-Channel 100

Bold360

MARCH 20, 2020

Customer experience (CX) is fast overtaking price and product as a key brand differentiator. And in a world where social distancing and even sheltering-in-place have become the new norm, an omnichannel approach is now more important than ever. It takes more than one or two interactions to convert today’s customers into loyal buyers.

Self Service 72

Self Service Customer Engagement Engagement Strategy 72

NobelBiz

MARCH 26, 2024

These components work together to create a cohesive, automated customer service ecosystem. Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system. This powerful tool serves as the cornerstone, revolutionizing the way your contact center operates.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

Customer Journeys 123

Customer Journeys Brands Sales Contact Center 123

Upstream Works

OCTOBER 19, 2021

The term “digital channels” has become core to the contact center lexicon recently, and for good reason. Much of this pertains to how the adoption of relatively new communication channels is impacting the customer experience (CX) landscape, and contact center leaders need to respond.

Self Service 78

Self Service Contact Center Call Center Omni-Channel 78

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Upstream Works

FEBRUARY 22, 2023

Unfortunately, many contact centers have the unfortunate habit of doing just that. With the addition of new AI channels, the problem is only going to get worse. Having to repeat information to a contact center agent constantly comes in near the top in the order of things that negatively impact customer satisfaction.

Self Service 78

Self Service Contact Center Chatbots Call Center 78

Upstream Works

JANUARY 26, 2021

2020 brought a lot of changes to organizations and contact centers all over the world. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. To help contact centers provide that, here are three ways to rethink digital CX.

Self Service 78

Self Service Contact Center Omni-Channel Innovation 78

NobelBiz

NOVEMBER 20, 2023

Advanced IVR: Deploy highly customized Interactive Voice Response systems tailored to your business needs, providing a seamless and personalized experience for callers. Read more about the NobelBiz self-service IVR system here. Local Caller ID: Optimize contact rates with LocalTouch, the Local Caller ID solution from NobelBiz.

System 103

System Communication Contact Center Self Service 103

Interactions

MARCH 28, 2019

Recently, I attended two highly informative conferences which looked at AI technologies and their impact on customer engagement – the Conversational Interaction Conference hosted by AVIOS in San Jose and Enterprise Connect conference in Florida. 1 in 4 contact centers could be fully automated in 5 years.

Customer Engagement 63

Customer Engagement Self Service Engagement Contact Center 63

Answer Dash

SEPTEMBER 19, 2018

It’s been an interesting quarter in the contact center technology space. Zendesk just announced their new omnichannel platform. Salesforce announced that Desk.com is going away in March 2020 and they’re moving customers to Service Cloud Lightning. I’m particularly excited about their Guide and Explore products.

Contact Center 61

Contact Center Self Service Omni-Channel Knowledge Base 61

Talkdesk

MARCH 12, 2020

As customer expectations evolve, so does the contact center. Managing this intersection is Jennifer Lundberg’s primary role, and she’s done it for organizations of all types: “I think if you can come up with a function for contact centers, we cover it.”. The customer is changing. Choosing Talkdesk.

Omni-Channel 60

Omni-Channel Customer Journeys Self Service Contact Center 60

Upstream Works

MARCH 17, 2022

For contact centers, this also includes staffing and operations. Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. Turnover in call centers has averaged 30% to 40%.

Self Service 78

Self Service Contact Center Call Center Training 78

Avaya

OCTOBER 7, 2016

The evolving demands of digital-savvy customers have a deep impact on the contact center. In today’s highly connected society, customers are relying on other people around them to find information to solve issues. In reality, the last mile that makes or breaks the customer experience lies in the contact center.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81

Avaya

FEBRUARY 13, 2018

If you have customers that are 55 and under you need a customer experience plan to address digital channel preferences and AI in contact centers now, before it’s too late. Chat bot for real-time automated services leveraging the aforementioned capabilities to be effective. Contact us to learn more.

Contact Center 67

Contact Center Customer Engagement Chatbots Engagement 67

eGain Blogs

MAY 8, 2020

The answer to the soaring consumer demand for digital service and the business need to do more with less lies in digital customer engagement. However, the same old limited digital service capabilities do not cut it in the new environment. More with digital self-service; chatbots, for example.

Customer Engagement 52

Customer Engagement Self Service Engagement Net Promoter Score 52

eGain Blogs

MAY 8, 2020

The answer to the soaring consumer demand for digital service and the business need to do more with less lies in digital customer engagement. However, the same old limited digital service capabilities do not cut it in the new environment. More with digital self-service; chatbots, for example.

Customer Engagement 52

Customer Engagement Self Service Engagement Net Promoter Score 52

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. So, without further introductions, let’s go ahead and get started.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

COPC

FEBRUARY 19, 2016

This is especially true when it comes to providing customer service. Customers are still calling into the contact center to resolve many issues. utilize multiple channels, including self-service options. The use of multiple channels is not the whole story.

Self Service 40

Self Service System Multi-Channel Contact Center 40

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

Contact Center 105

Contact Center Report Customer Journeys Customer Centricity 105

Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). This means that AI applications for the contact center do not come fully-formed. 24/7 Self-service.

Innovation 78

Innovation Self Service Customer Journeys Contact Center 78

Verint

SEPTEMBER 13, 2017

In the past, good KM may have been as simple as offering well-trained telephone agents the ability to tap into databases or KM systems to assist customers. Therefore, the mission of an enterprise KM system today is less about what an enterprise can do for its customers, and more about what the business can enable them to do for themselves.

Self Service 26

Self Service Management Contact Center Social Media 26

ShepHyken

NOVEMBER 4, 2022

With rapidly evolving technology in today’s digital age, the BPO industry is bombarded with opportunities to improve customer experience (CX) in ways unthinkable a few decades earlier. From self-service portals to omnichannel support options and knowledge management systems, BPOs have greatly enhanced customer service. .

Self Service 64

Self Service Customer Experience Multi-Channel Call Center 64

Lithium

JULY 13, 2022

These three trends displayed the importance of centralizing a brand's customer engagement hub. Without the ability to form deeper customer relationships from interactions across the digital space, your brand could fall short of its future customer experience goals. Use customer data in all aspects of your business.

Conference 52

Conference Self Service Social Media Contact Center 52

Talkdesk

OCTOBER 14, 2020

Many lenders and servicers are evaluating how they can gain the agility, flexibility and speed needed to meet rising borrower expectations, without compromising security or regulatory compliance. The bar is consistently rising for a truly seamless omnichannel borrower experience. .

Self Service 105

Self Service Banking Contact Center Omni-Channel 105

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Conclusion.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44