InMoment XI

AUGUST 15, 2022

you will be hard pressed to convince customers to return—or make a purchase in the first place. If you’re looking for strategies to increase consistency, check out this post or this post (centered more around your employees). Consistent. This one is pretty straightforward.

Retail 529

Retail Customer Experience Airlines Hotels 529

InMoment XI

APRIL 27, 2023

Read the press release about this innovation and other exciting AI capabilities that help save a ton of team time and resources by summarizing customer feedback more efficiently. Improve the Closed-Loop Service Experience We’ve made major UI upgrades and introduced additional features to increase the performance of case management systems.

Innovation 260

Innovation Feedback Analysis Resources 260

TechSee

AUGUST 14, 2023

Follow on LinkedIn Dan Smitley, Workforce Management and Contact Center Guru As an experienced public speaker and thought leader, Dan is passionate about leveraging workforce management, contact center operations, strategic thinking, project planning, and data analytics to help companies, customers, and front-line employees succeed.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Experience Investigators by 360Connext

OCTOBER 3, 2023

There are a few great CX uses for text analysis: Service desk requests: Text analysis tools can quickly identify common topics or issues across your help desk tickets so you can prioritize those pressing items. AI has evolved to identify emotional cues during customer conversations.

Feedback 270

Feedback How To Social Media Analysis 270

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. Following is the original, translated Press Release. *. May 23, 2022. Terilogy, Inc. KDDI Evolva Corporation. Terilogy Co, Ltd.

Telecommunications 109

Telecommunications Video Contact Center e-support 109

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

TechSee

DECEMBER 28, 2020

For sales support, press 1. For product support, press 1. For technical support, press 1. For account updates, help with installation, or billing activities, press 1.” The drivers for changing roles in contact centers. “You’ve reached Service Enterprises. Your call is important to us.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

Lumoa

FEBRUARY 7, 2023

Rather than simply addressing the most pressing issues or complaints, VoC enables businesses to make data-driven, customer-centric decisions that result in meaningful and sustainable improvements in the customer experience. This makes it impossible to understand what’s really happening. or is it different?

Analysis 423

Analysis Data How To Customer Centricity 423

ShepHyken

AUGUST 10, 2022

We’ve called the customer support line, and a pre-recorded message answers stating, “Press one for this, two for that, etc., She politely informed me that I had pressed the wrong option. I should have pressed number three, and she would be happy to transfer me. . We’ve all experienced it. I listened to the prompts.

Self Service 67

Self Service Customer Service Training Customer Service Technology 67

Clarivate

APRIL 25, 2024

Sustainability has become increasingly critical for organizations to demonstrate their missions and address some of the world’s most pressing challenges. Much like digital transformation, driving sustainability requires organizations to transform every division of their business and integrate in the corporate strategy. Want to learn more?

Innovation 59

Innovation Policies Case Study Study 59

Talkdesk

APRIL 13, 2021

Talkdesk offers advanced administrative services to help customers optimize their contact center. Managing software and associated tasks needed to put the contact center running smoothly and efficiently becomes easier, relieving the administrative obligation and letting businesses focus on operational and strategic tasks.

Contact Center 133

Contact Center Contact Center Software Return on Investment Software 133

NICE inContact

DECEMBER 6, 2018

Contact center leaders feel the relentless pressure to improve the customer experience that their teams deliver. End of the year planning cycles often add extra pressure and urgency to understand how your are meeting customer expectations and to identify and budget for your top 2019 contact center improvement plans.

Customer Experience 120

Customer Experience Contact Center NPS Customer Expectations 120

NICE inContact

MAY 8, 2019

These are questions that keep contact center leaders up at night. We surveyed more than 900 contact center leaders across the US, UK, and Australia to discover insights about quality of service delivered, according to businesses themselves, across both self-service and agent-assisted channels. You won’t be disappointed!

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. What do they have in common? What’s their secret? But why stop there?

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Here are 7 tips for call centers to improve customer experiences: 1.

Call Center 157

Call Center Tips Self Service Customer Experience 157

Playvox

JULY 18, 2022

Contact center agent attrition can be as high as 38% — and it’s not hard to understand why. It can be a thankless, unappealing job, pushing employees to leave or causing potential employees to avoid applying for contact center jobs altogether. What Causes Contact Center Agent Attrition? What Is Agent Attrition?

Contact Center 73

Contact Center Technology Social Media Employee Engagement 73

BirdEye

JUNE 30, 2023

Android Long-press your Android’s home button, then say, “Hey Google.” Android Press and long-hold the home button to activate Google Assistant. Another cool convenience feature is your ability to ask for product recommendations or compare product prices from Google Merchant Center.

Management 98

Management Customer Experience Management Connections Customer Experience 98

ShepHyken

APRIL 14, 2023

She shares how leaders can keep contact center agents happy and engaged in the changing work environment that now includes hybrid and remote work setups. However, with the shift to hybrid and remote work environments, how do contact center leaders keep their agents happy and engaged?

Contact Center 64

Contact Center Customer Satisfaction Engagement Customers 64

Interactions

APRIL 26, 2024

And with an endless variety of choices and never enough time, consumers will quickly move on if a business doesn’t provide frictionless, memorable, respectful, and — above all — human-centered customer service experiences. they are neither being valued nor heard.

Interaction 62

Interaction Strategy Self Service Technology 62

Talkdesk

OCTOBER 5, 2020

Security and data protection Call center agents worldwide shifted rapidly to a work-from-home (WFH) scenario. With a lot of staff now using private networks and devices, the concern to safeguard information security has never been so pressing. In some cases, organizations even brought in more agents to meet higher customer demands.

Analysis 119

Analysis Contact Center Call Center Policies 119

Calabrio

FEBRUARY 18, 2022

In its recent report, Ventana Research came to the conclusion that, “The pandemic created the circumstances for a complete reassessment of the tools and processes used in contact centers to manage agents”.1 The report in particular helps readers to complete these two phases. Download the report to help you ask the right questions.

Management 130

Management Contact Center Return on Investment Effort Score 130

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. How do contact centers not only survive but thrive in this new era? Contact center leaders need to embrace: Massive amounts of data which are now available.

Self Service 78

Self Service Management Contact Center Effort Score 78

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Trends 78

Trends Contact Center Customer Journeys Touchpoint 78

AWS Machine Learning

APRIL 11, 2024

The Next Platform ran an in-depth piece on Ceiba, stating that “the size and the aggregate compute of Ceiba cluster are both being radically expanded, which will give AWS a very large supercomputer in one of its data centers” and NVIDIA will use it to do AI research, among other things.

Innovation 97

Innovation Resources Entertainment Sports 97

Clarivate

JUNE 29, 2023

There are, however, some truly alluring potential use cases for generative AI applications such as ChatGPT for the life sciences and healthcare industries – as well as some pressing limitations. At Clarivate, we have been a longtime trailblazer in the implementation of AI to enhance our tools and solutions.

Healthcare 98

Healthcare Guidelines Government Technology 98

NICE inContact

MAY 16, 2019

Complete digital service management across contact center operations — through end-to-end enhancements for digital-first omnichannel management, such as routing, forecasting/scheduling, quality management, interaction analytics, and more. This is digital done right. This is omnichannel done right.

Omni-Channel 136

Omni-Channel Contact Center Consumers Interaction 136

ppt solutions

APRIL 14, 2021

the cloud contact center for innovative enterprises, today announced availability of new contact center managed services, powered by PPT Solutions, a premier provider of client-centric, performance-based customer experience and contact center consulting solutions. SAN FRANCISCO – April 13, 2021 – Talkdesk®, Inc.,

Contact Center 52

Contact Center Company Management Customer Experience 52

TechSee

MAY 4, 2021

Physical contact centers were shut down, with agents hastily transitioned to a work from home (WFH) model and field service crews immobilized, yet calls from customers for assistance skyrocketed. Inefficiencies in the traditional Call Center Model . Why Customer Service is adopting the Gig Model. Business Continuity in Times of Crisis.

Customer Service 182

Customer Service Contact Center Call Center Retail 182

CX Accelerator

NOVEMBER 11, 2022

Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. Resource: Managing Projects Large and Small by Harvard Business School Press. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Playvox

SEPTEMBER 19, 2022

Whether you work in what is called a contact center, customer support center, or customer experience center, you likely always need to figure out how to do more with less. Playvox Announces AutoQA. 84% of companies that work to improve their customer experience report an increase in their revenue.

Management 80

Management Net Promoter Score Effort Score Contact Center 80

BlueOcean

SEPTEMBER 30, 2019

Let’s break down some of the factors to consider when scalability becomes a pressing issue. At its most basic level, growing your in-house contact center means you’ll need more space. How are you staying on top of trends and preparing for the future of the contact center? Scaling Your Contact Center: In-House vs Outsourced.

Contact Center 149

Contact Center How To Self Service Omni-Channel 149

Team Support

JANUARY 9, 2024

1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s. These early call centers were often powered by manual processes, with operators using basic databases to retrieve customer information.

Technology 59

Technology Chatbots Call Center Social Media 59

Call Experts

AUGUST 5, 2021

Interactive voice response systems, commonly referred to as IVR systems , are phone-based call centers that connect callers and users through automated voice tree menus and other telephone features. Your customer calls our contact center. Press 0 if you desire to alter your favored language at any time.

System 52

System Interaction Self Service Wait Times 52

TechSee

MARCH 30, 2021

Contact center agents and field service technicians are probably the best placed salespeople within the organization. This technology delivers the capability to provide practical help, build relationships with customers, and generate more revenue via the contact center, field services, and self-service. You turn to the sales team.

Self Service 109

Self Service Customer Service Contact Center Video 109

Uniphore

JUNE 7, 2021

One of the most hyped new trends in the contact center is agent assist software. With that in mind, here are five pressing questions you should ask before making the investment in an agent assist solution. According to Forrester, 8 out of 10 tasks in the contact center can be automated. Make Every Agent Your Best Agent.

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

Comm100

MARCH 30, 2021

Here are four of the most pressing customer service problems of 2021 and how omnichannel helps resolve them. . For many companies, particularly those relying on legacy phone systems in traditional call center centers, this is causing them to rethink their whole operational setup – and they’re turning to digital omnichannel to help.

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264