help-center 
Upstream Works
JUNE 9, 2022
After five years of providing what amounted to call center plumbing, we had really zeroed in on what call centers did and realized that the heart of a call center was and always will be the people that operate the phones. The contact center was even more complicated. Today, we are embarking on something new and exciting.
Feedbackly
MARCH 28, 2024
Participating shopping centers include Vantaa’s Jumbo-Flamingo, Helsinki’s Kannelmäki Kaari, Tampere’s Ratina, and Raisio’s Mylly. The effects of music are also being studied at the store level in the Finnish bookstores Suomalainen Kirjakauppa of these aforementioned shopping centers.
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NICE inContact
SEPTEMBER 26, 2021
A contact center is no longer a place to just handle calls. Our goal at NICE CXone is to help our customers build lasting relationships with their customers because we understand the value and importance of satisfying customers. Today, there is click-to-chat, email, text, callbacks, and all the digital channels customers use.
Kayako
APRIL 18, 2018
When it does, it pays to have a competent and responsive support center to handle troubleshooting. It’s good to see support centers finally getting the love they deserve. But this renewed interest in help centers and the job that they do is beneficial to both businesses and consumers. How will you design your Help Center?
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. But is this the best place to burn our operational calories? Tune in for some practical tips for improving agent engagement, reducing attrition, and improving your overall customer experience.
Kayako
FEBRUARY 16, 2017
Customers expect easy and intuitive self-service: An earlier Forrester consumer survey about channel usage for customer service, reported that use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014. That means applying design standards to the architecture of your knowledge center.
NICE inContact
OCTOBER 9, 2019
CXone cloud contact center software would be pivotal in the company’s growth as it moved into France. As the energy company planned its launch into the competitive French consumer market, it focused on the goal of helping new users reduce their dependency on fossil fuels. Learn more about harnessing the power of CXone cloud contact.
Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast
With so many options out there, how can you successfully add an Intelligent Virtual Assistant (IVA) to the phone channel to help your customers serve themselves? In today's customer experience environment, many customers are looking to get immediate answers without having to talk to a live person.
Speaker: Hillary Curran, Head of Customer Experience, Guru
Your customer’s expectation — whether reaching out about an issue via chat, completing an online form for an event, phoning a call center, or browsing your website’s resources — is an effortless and efficient information transfer, so they can get back to focusing on their bottom line. So much of today’s customer experience happens online.
Speaker: Brian Morin & Helena Chen from SmartAction
Enter a conversational AI solution for your contact center. AI virtual agents can help resolve a lot of routine and repetitive interactions, but not all are created equal. Self-service is on the rise. More and more customers are looking to solve their own issues without human intervention.
To retain customers, companies need to work on the experience they provide and be available 24/7 through all imaginable communication channels.
Speaker: Rick Nucci, Co-Founder & CEO of Guru
With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry. How to leverage AI to drive cloud-based solutions in contact centers. These advances initially gave the impression that automation will replace the human element.
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As contact center needs and pain points have evolved, so have contact center buying processes. This guide covers: Omnichannel & Inbound.
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In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. Social platforms are now becoming mainstream contact center channels. However, customers are rapidly moving beyond these channels, seeking next-generation options.
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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