Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 306

Contact Center Self Service Analytics Banking 306

Adrian Swinscoe

NOVEMBER 22, 2023

As CX continues to evolve into a modern business initiative and area of keen focus […] The post Embracing the future of CX: Unleashing the power of converged VOIP, contact centers, and video conferencing software first appeared on Adrian Swinscoe.

Contact Center 98

Contact Center Video Software Management 98

TechSee

MAY 23, 2023

However, improving contact center efficiency cannot come at the cost of delivering a great customer, agent, or technician experience. With this in mind, we are proud to introduce the next step forward in contact center service: integrated and automated visual flows. The service industry is no exception.

Contact Center 109

Contact Center Consulting Chatbots CRM 109

NobelBiz

FEBRUARY 7, 2023

The biggest challenges currently faced by contact centers are in "blocking and tackling", or getting the right resources in the right place at the right time. The post VIDEO: Blocking and Tackling in Contact Centers appeared first on NobelBiz®.

Contact Center 52

Contact Center Video Resources 52

NICE inContact

MARCH 6, 2020

In this video, the next in our series on Transforming Customer Experiences, Lauren Comer, Sr. Product Marketing Manager, discusses how you can leverage workforce optimization software to hire, train and engage contact center agents more effectively.

Contact Center 156

Contact Center Engagement Video Software 156

NICE inContact

JUNE 19, 2018

As a contact center manager, you face never-ending challenges from day-to-day operations to envisioning long-term possibilities to improve customer experience while at the same time building efficiency and modernizing processes and systems. Achieve your vision, view the path to possibility within your contact center in this video.

Contact Center 166

Contact Center Video System Customer Experience 166

NICE inContact

JULY 18, 2019

IT leaders rely on a set of critical contact center functionalities for efficiency and success. Watch this video to learn that this is possible and available. NICE inContact CXone helps IT leaders elevate the performance of their contact centers with the leading cloud call center software in the market. .

Contact Center 150

Contact Center Omni-Channel Call Center Video 150

NICE inContact

JUNE 12, 2018

A large contact center was needed to handle critical incoming phone and email inquiries from so many people, and it had to be set up immediately, in days not weeks or months. The post Turning up a Contact Center in 72 Hours for Crisis Response [Video] appeared first on NICE inContact Blog.

Contact Center 120

Contact Center Video Customer Experience Customers 120

Adrian Swinscoe

NOVEMBER 22, 2023

As CX continues to evolve into a modern business initiative and area of keen focus […] The post Embracing the future of CX: Unleashing the power of converged VOIP, contact centers, and video conferencing software first appeared on Adrian Swinscoe.

Contact Center 59

Contact Center Video Software Management 59

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. Automatically extracting and analyzing data from both stills and video, computer vision gives a machine the power to derive meaning by interpreting the visual data according to sophisticated algorithms built around previous experiences. Image Restoration. Facial recognition.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

Vonage

FEBRUARY 26, 2019

The answer is omni-channel contact center solution that allows businesses to route interactions through email, chat, SMS, video and social channels seamlessly. That’s easy: just use an omni-channel contact center solution that’s fully integrated with Salesforce (that would be NewVoiceMedia).

Omni-Channel 206

Omni-Channel Contact Center Chatbots CRM 206

Upstream Works

AUGUST 11, 2020

The difference between good and excellent contact center CX is providing customers with a human touch. The key to excellent contact center CX is to create meaningful human connections between the business and its employees. Utilize Video Calls and Co-Browse. Hire Emotionally Intelligent Agents.

Contact Center 134

Contact Center Self Service Video Interaction 134

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center. Engagement.

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

NICE inContact

JUNE 5, 2019

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. So how can you effectively “treat” your contact center with invaluable coaching medicine? Select the Right QM Platform.

Contact Center 136

Contact Center Average Handle Time Exercises Interaction 136

NobelBiz

SEPTEMBER 30, 2022

Using key characteristics in interaction to drive better outcomes makes it so specific, but how does it apply to the contact center world? The post VIDEO + ARTICLE: Data modeling and its application to contact centers appeared first on NobelBiz®.

Contact Center 52

Contact Center Video Data Interaction 52

NobelBiz

APRIL 23, 2024

This is why automation is especially transformative in contact centers. 81% of contact center executives are actively investing in AI for agent-enabling technologies. Read Case Study Watch video The debt collection industry is at a crossroads, with technology and customer service emerging as key drivers of success.

Omni-Channel 52

Omni-Channel Contact Center Customer Centricity Technology 52

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. Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience.

Contact Center 91

Contact Center Chatbots Self Service Touchpoint 91

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. According to ICMI , contact centers have a fairly high turnover rate of 33%.

Contact Center 148

Contact Center Engagement Self Service Omni-Channel 148

NobelBiz

OCTOBER 23, 2020

As Chief Amazement Officer of his own company for 35 years, Shep's brimming with invaluable advice for service & support call centers! The post VIDEO: What’s the Job of the Contact Center? In episode 10, Christian had a cool chat with Shep Hyken about customer service, support, and experience.

Contact Center 75

Contact Center Video Call Center Customer Service 75

NobelBiz

APRIL 14, 2022

Having the proper tools and resources, mixed with the right amount of skilled individuals who are able to perform at a service level balancing quality vs quantity, will always result in a successful and effective call center. The post VIDEO & ARTICLE: A Holistic Approach to Contact Centers appeared first on NobelBiz®.

Contact Center 52

Contact Center Video Call Center Resources 52

MiaRec

APRIL 12, 2023

Are you considering adopting a Voice Analytics solution for your contact center but aren't sure how to get the biggest bang for your buck? If properly utilized, you can use Voice Analytics software to streamline Quality Assurance processes, improve customer journeys, and get the best ROI for your contact center.

Contact Center 80

Contact Center ROI Analytics Video 80

NICE inContact

NOVEMBER 16, 2021

Watch our demo video to see CXone in action and then contact us to find out more about how CXone can help you improve your business results through more satisfying customer experiences.

Contact Center 261

Contact Center Customer Experience How To Video 261

MiaRec

NOVEMBER 26, 2023

CX Today | MiaRec Tatiana Polyakova, COO of MiaRec , joins Charlie Mitchell of CX Today for the CX Today discussion to talk about five contact center use cases for conversational intelligence solutions. To view the the full interview, please watch the video below:

Contact Center 61

Contact Center Video Customer Satisfaction Innovation 61

NobelBiz

MAY 11, 2022

Consumerization of IT has shifted the way we use our devices at work and Jon touches on some general factors this applies to the contact center space. The post VIDEO & ARTICLE: Consumerization of IT and the implications for contact centers appeared first on NobelBiz®.

Contact Center 52

Contact Center Video 52

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 130

Contact Center Self Service Analytics Banking 130

NobelBiz

SEPTEMBER 25, 2020

In episode 9, we sit down with Nancy Munro to talk about her impressive career as a contact center simulation software developer and how she approaches the topic of simulation training in the contact center space. The post VIDEO: Let’s Empower More Women in the Contact Center Space appeared first on NobelBiz®.

Contact Center 74

Contact Center Video Call Center Software 74

Upstream Works

OCTOBER 21, 2022

As contact centers transition to the cloud, there are several areas where AI is poised to play a leading role, including providing seamless customer experiences (CX). One reason is that many contact centers are more focused on internal performance than the customer. Contact Center Applications.

Contact Center 78

Contact Center Multi-Channel Omni-Channel Self Service 78

NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. Other methods of communication to consider are video chat or conference calls.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

NobelBiz

JULY 22, 2021

The post VIDEO: The Golden Age of the Contact Center appeared first on NobelBiz®. Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI).

Contact Center 52

Contact Center Video Analysis 52

NobelBiz

FEBRUARY 19, 2021

Going into 2021, we can foresee a few things in the contact center space that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment. The post VIDEO & ARTICLE: Top Contact Center Trends in 2021 appeared first on NobelBiz®.

Contact Center 52

Contact Center Video Trends Customer Journeys 52

NobelBiz

MAY 11, 2022

The shift to WFH and hybrid in the contact center space has brought a lot of variability in terms of equipment and the companies need to make sure that the agents have the right set of tool and capabilities. The post VIDEO & ARTICLE: Hybrid work and the proper tools for contact center agents appeared first on NobelBiz®.

Contact Center 52

Contact Center Video Tools Company 52

TechSee

DECEMBER 3, 2019

Core challenges for contact centers. Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI. Creating a visual contact center knowledge base. Additional benefits of a visual contact center knowledge base. Proactive knowledge suggestions.

Knowledge Base 136

Knowledge Base Contact Center Customer Service Representative System 136

TechSee

JUNE 9, 2022

TechSee, a next-generation visual customer assistance solution, and KDDI Evolva will start providing a new contact center “Video Support Service” utilizing video from May 2022. In addition, video-based operations lead to intuitive understanding by customers. Terilogy Co, Ltd.

Telecommunications 109

Telecommunications Video Contact Center e-support 109

TechSee

APRIL 26, 2021

The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. Vision: A key element for transforming contact centers . The use of vision delivers practical help, builds relationships with customers, and enables the contact center to generate more revenue. .

Contact Center 109

Contact Center Self Service Call Center Multi-Channel 109