Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? 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

InMoment XI

NOVEMBER 16, 2021

I’ve been looking back over my 20+ years of various research consulting roles and during that time, I’ve continuously fielded questions from clients and others within the industry. In this blog, I’m going to focus on one question that continues to come up in conversations with CX practitioners and data analysts and my answer may surprise you.

Survey 493

Survey Automotive Comparison Hotels 493

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX?

Engagement 246

Engagement Contact Center How To Metrics 246

Playvox

FEBRUARY 29, 2024

Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. Directors and managers of call centers are likely getting questioned by peers in leadership with questions such as, “How are we prepared for Artificial Intelligence (AI)?”

Customer Service 79

Customer Service Contact Center Chatbots Call Center 79

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Gamification Measurement Training 88

Calabrio

AUGUST 10, 2020

s largest and most reputable debt settlement companies, Sharon manages a 14-person WFM team responsible for 1,500 agents across three contact centers who handle more than 300,000 interactions per month. That’s why effective forecasting and staffing were at the top of Sharon’s list when she started at NDR.

Contact Center 243

Contact Center Self Service Meeting Training 243

Call Experts

APRIL 8, 2024

This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and call center services, including telephone answering and message delivery across North America and the UK. Now a fourteen-time winner , Call Experts earned the Diamond Plus Award.

Telecommunications 52

Telecommunications Call Center Contact Center Conference 52

Upstream Works

JUNE 9, 2022

When talking about a company’s mission – its reason for being – he said that you need to go back in time to when you first started the company. It didn’t actually happen when we first started the company – that was sort of a reluctant buyout at the time. The contact center was even more complicated.

Contact Center 157

Contact Center Call Center Virtual Agent Omni-Channel 157

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. Techniques to reduce call volume.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. What Is Contact Center AI? But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Calabrio

OCTOBER 20, 2020

Any growth as a business in 2020 is a feat of its own, but rapid revenue growth is cause for celebration in a time when “right” can change at any moment. From a customer perspective, flexibility is essential, but businesses also need a collective understanding among employees and leaders of what tools are needed to succeed.

Company 207

Company Self Service Government Contact Center 207

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. With Amazon Lex bots, you can use conversational AI capabilities to enable these capabilities within your call center. Select Start with transcripts as the creation method. Choose Create bot.

Chatbots 92

Chatbots Self Service Omni-Channel Contact Center 92

NobelBiz

DECEMBER 11, 2023

Effective call flow management has the potential to revolutionize customer service, sales, and overall business operations. Call flows are essential for contact centers as they provide a structured framework for managing customer interactions. Let’s continue with the 6 essential steps of a standard call flow.

Call Flow 106

Call Flow Customer Experience Contact Center Call Center 106

CSM Magazine

MARCH 22, 2024

The flip side to the technological advancements in the contact center industry is the rising tide of scams specifically engineered to target their vulnerabilities. Account Takeover Attempts An increasingly common scam involves attempts to take over customer accounts through contact centers.

Contact Center 52

Contact Center Multi-Channel Financial System 52

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

And many of these mistakes happen when leaders overlook some of the business foundations that set them up for success. We all have to start somewhere! Over time, your goals can grow, and ideally drive the right outcomes for your business goals. Now for more than a decade!)

How To 248

How To Net Promoter Score Course Customer Journeys 248

BlueOcean

APRIL 28, 2020

There have been comparisons of the coronavirus pandemic to an earthquake, where the initial quake shakes us to the core, but the aftershocks continue to reshape the world for months and years to come. Many of these questions start at home – with work-at-home, to be exact. Will more businesses shift from on premise to cloud solutions?

Contact Center 156

Contact Center Comparison Culture Omni-Channel 156

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

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. A plethora of data are now available.

Contact Center 75

Contact Center Management Effort Score Call Center 75

Talkdesk

FEBRUARY 16, 2021

Once the initial shock subsided, however, many companies have been pleasantly surprised by how quickly they are accruing benefits from their cloud contact centers and customer experience (CX) applications. You continue to lean on legacy on-premises contact center platforms.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

NobelBiz

APRIL 16, 2024

Not all businesses have the ability or the resources to effectively engage customers across multiple channels. This, however, is crucial for businesses that are trying to maintain a competitive edge. The concept of omnichannel customer engagement has been around for a while now, yet not all companies utilize it correctly or at all.

Omni-Channel 52

Omni-Channel Customer Engagement Engagement Contact Center 52

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. What Is Call Center Technology? Advanced call center technologies go way beyond handling incoming or outgoing calls.

Call Center 124

Call Center Self Service Technology Social Media 124

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? A desire for instant-access self-service options is shifting how customers want to engage.

Self Service 78

Self Service Management Contact Center Effort Score 78

Vonage

DECEMBER 18, 2018

Javits Convention Center for a day of innovation and inspiration. As scores of attendees packed the impressive all-glass venue in Midtown New York a small group of thought leaders kicked it off with an early morning breakfast to discuss AI, chatbots, omni-channel, and analytics for contact centers.

Omni-Channel 254

Omni-Channel Chatbots Self Service Customer Experience 254

NICE inContact

JULY 2, 2019

Digital customer service and business both move at the speed of now. This is why digital customer service is such a good fit for business and why integration needs to be seamless. It’s all about increasing efficiency in the contact center. Then it’s time to make some changes to your existing contact center.

Customer Service 152

Customer Service Contact Center Omni-Channel Call Center 152

BlueOcean

SEPTEMBER 30, 2018

The contact center SOW is the framework for your relationship. Below we explore what it takes to build an effective contact center SOW. The starting point of the SOW is a description of the project – i.e. a summary of the exact services that are being contracted. Who serves as the primary point of contact?

Contact Center 192

Contact Center Automotive Metrics Roadmap 192

Experience Investigators by 360Connext

JUNE 8, 2021

What can a business leader do to look ahead and predict future customer behavior? If you need to start from scratch, get your foundations right: Find out what you can about your customers. It might be easy to dismiss that if you are in a business that serves other businesses instead of individual consumers.

Customer Journeys 271

Customer Journeys Healthcare How To Trends 271

Playvox

SEPTEMBER 6, 2022

The road to the contact center of the future is winding and uncertain. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. You’ll increase engagement now and optimize performance long-term. Flexibility, though, is the key to a smoother ride.

Contact Center 86

Contact Center Connections Engagement Video 86

Upstream Works

JANUARY 25, 2022

For contact centers, digital transformation has surpassed buzzword status. CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace. But how can contact centers respond? But how can contact centers respond? Understanding the Customer Journey.

Innovation 78

Innovation Contact Center Omni-Channel Self Service 78

Calabrio

OCTOBER 20, 2020

Any growth as a business in 2020 is a feat of its own, but rapid revenue growth is cause for celebration in a time when “right” can change at any moment. From a customer perspective, flexibility is essential, but businesses also need a collective understanding among employees and leaders of what tools are needed to succeed.

Company 130

Company Self Service Government Contact Center 130

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. Delivering an outstanding customer experience (CX) has become mission-critical to businesses. How do you “read the customer” in texts and chats?

Analysis 82

Analysis Contact Center Effort Score How To 82

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. While expectations were high for CX initiatives, business outcomes failed to deliver the bottom line results expected by C- suite executives.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

Experience Investigators by 360Connext

OCTOBER 17, 2023

There’s some common agreement now in the world of business. Customer experience (CX) has become a critical factor in the success of businesses worldwide. The same happens with the common understanding that being a customer experience leader is good for business. But ALL of that has to be tied back to business outcomes.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

MARCH 23, 2021

Watch out for these sneaky ways typical business methods lead to customer defection. It’s shockingly easy, in today’s business environment, to never actually interact with customers. Visit your contact center when you feel out of touch. Can’t make it to the actual center? Never dealing with customers.

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

Beyond Philosophy

AUGUST 25, 2022

Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. Triant thinks the best way to define proactive customer experience is to describe how a company reaches out to solve a problem before the customer contacts them.

How To 147

How To Contact Center Hotels Social Media 147

Upstream Works

JANUARY 26, 2021

2020 brought a lot of changes to organizations and contact centers all over the world. It has forced businesses to rethink their processes, strategies, and goals. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation.

Self Service 78

Self Service Contact Center Omni-Channel Innovation 78