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How Contact Center Optimization Can Improve Your Bottom Line

InMoment XI

As you look to improve your business, consider contact center optimization. What is Contact Center Optimization? Contact center optimization refers to the process of improving the efficiency, effectiveness, and overall performance of a contact center.

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What You Need to Know About Contact Center AI

InMoment XI

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations.

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Calculating Contact Center Outsourcing Costs: Insights You Need Right Now

BlueOcean

In this model, where you pay only for the contacts handled, the responsibility to manage efficiency and productivity lies with your outsourced partner. When you operate an in-house contact center, you are responsible for 100% of an agent hour: the employee’s hourly wage, and all associated benefits and taxes, are your responsibility.

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Using Omnichannel Contact Center to Drive Customer Satisfaction

InMoment XI

Contact centers are not new by any means. As a matter of fact, the first employed call center agents date back to the 1950s. It wasn’t until the turn of the century that these call centers evolved into multichannel contact centers. The future of the contact center lies in the omnichannel contact center.

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Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Join Tony Medrano, CEO of RapportBoost.ai

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4 Ways Omnichannel Contact Center Solutions can Improve the Customer Experience

InMoment XI

Omnichannel contact center solutions should be more than just a few buzzwords that are thrown around in your boardrooms. Omnichannel Contact Center Solutions Benefit #1: Enhanced Customer Engagement Omnichannel contact center solutions empower businesses to engage with customers on their terms.

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Contact Center Technology in Your RFP: You’re Asking the Wrong Question

BlueOcean

When it came to the contact center RFP, companies consistently required bidders to “Describe your telephony platform” and those with best-in-class products had a definite edge. So, what should you ask when you’re addressing contact center technology in your RFP? The Future of Contact Center Technology.

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How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back and really examined the quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center.

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Customer Context at the Speed of the Conversation

Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.

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How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. I addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels.

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How to Build ROI for Conversational AI

Speaker: Sofia Burton & Tiffany O'Malley from SmartAction

Contact center leaders have faced an onslaught of burdens exacerbated by the pandemic. Agent attrition has always been a huge problem, but now the difficulties of the worker shortage make securing live agents for call centers highly competitive. How do you make a real case for implementing self-service in the contact center?

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Linking & Networking for a Better Agent Experience

Speaker: Jeremy Watkin, Director of Customer Experience at FCR

If you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. How these emerging technologies can improve engagement, reduce churn. But is this the best place to burn our operational calories? January 15th, 2019, 11:00AM PST, 2:00PM EST, 6:00PM GMT

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial.

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The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Robust Contact Center software features that will enhance your operation.

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Beyond the Hype: Contact Center AI That Works

Speaker: Sam Hahn, VP of Technology & Technology Evangelist, eGain Corporation

If AI is a red-hot topic, AI and knowledge management for contact centers is white hot! Register for upcoming webinar “Beyond the Hype: Contact Center AI That Works”. You will learn top trends, proven use-cases, best practices, and real-world at-scale success stories for contact center AI.