Your Contact Center Superhero

Calabrio

Your contact center is a superhero? You might be surprised—after all, contact centers are often: Under-valued by the larger organization. Viewed purely as a cost center. Profile of a Contact Center Superhero.

3 Keys to Building Customer Engagement – Connect, Automate, Iterate

NICE inContact

According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue.

Your Contact Center is a Hotbed for Customer Engagement: Here’s Why

Calabrio

We know that when a brand delivers great customer experience, customers are more likely to establish a positive connection and long-term loyalty towards that brand. Given this, most companies, including your own, spend countless hours and resources looking for ways to improve customer experience strategies. However, the customer experience is only a part of the equation. Engaged customers really are your brand’s best friends.

3 Practical Ways AI in the Contact Center Gets Real

Comm100

Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Specifically, we’ll focus on three applications of AI that will forever change how we build and run contact centers: Chatbots, analytics, and the agent experience. Wire them up with AI, and now you’re into a whole new level of customer engagement. Customer Experience

Three Reasons Your Contact Center Needs to Go Digital

Calabrio

When you close your eyes and imagine a contact center, what do you see? Is it a dim and dusty room filled with rows of headset wearing agents, half-heartedly responding to customer complaints? Therefore it’s critical that contact centers make a space for themselves at the table.

Omnichannel is Here: The Case for a Digital Contact Center

Calabrio

In the same way, customers choose to use different channels to meet specific needs they have (conflict avoidance, convenience, speed/immediacy, etc.), With companies increasingly adopting this omnichannel approach, new levels of importance are now placed on the contact center’s ability to analyze the data coming from all of those channels in one comprehensive package. The post Omnichannel is Here: The Case for a Digital Contact Center appeared first on Calabrio.

Finally… A Contact Center for the Digital Era

Avaya

As a result, customers’ expectations—while very high—are rarely met when interacting with a business. Customers know what a good technology experience looks like, sounds like. If it’s not difficult, then why are customer experiences with companies so predictably bad?

Meeting the needs of contact center agents

Eptica

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. They are at the frontline of every business, and their performance is crucial to your brand reputation, consumer satisfaction and overall customer retention.

Flipping the Switch on Video in the Contact Center

Think Customers

Last week at Enterprise Connect , one of the most talked-about topics was video, especially as it can be used by customer care agents to communicate with customers. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Emerging Trends contact center preparedness customer engagement strategies

Preparing for Increased Call Complexity in the Contact Center

Think Customers

As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking.

7 Top Priorities for the Future of Customer Engagement

Calabrio

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond. For contact center leaders, however, this vision of the future might seem daunting. Look at 2016.

Why Self-Service is the Future of Customer Engagement

Calabrio

It’s easy to see how self-service benefits customers. And it’s equally easy to imagine how this kind of simple, online self-service drives higher engagement from your customers. That’s customer engagement at its finest.

Leveraging Contact Center Technology to Help America’s Soldiers While Improving Performance and Saving Money

Avaya

The Avaya team demonstrated to Mack Wyche, Chief, Telecommunications Branch, DHA that UC, contact center, and SIP technologies could streamline the agency’s enterprise conference premise solution, migrate from legacy to SIP trunks at its headquarters, and enhance equipment maintenance.

It’s Not Enough to Focus Only on Contact Centers

Verint

For more than 25 years, when it comes to investing in—and improving—customer service, organizations have focused most of their resources on the front-end contact center operations.

Avaya Unveils Customer Engagement Innovations

Natalie Petouhof

Tweet Customers are More Difficult to Serve Than Ever. Avaya, a Contact Center Infrastructure for 15 consecutive years unveiled customer engagement innovations that meet customer expectations where the rules of the game have changed: 90% of people move between different devices [i]. 52% of customers are less likely to engage with a company because of a bad mobile experience [ii]. What’s Your CEO Going to Do About Customer Service?

Making the change from call center to contact center

Eptica

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Call centers have now evolved into contact centers, covering all aspects of customer engagement, across every channel.

5 Top Customer Service Articles For the Week of September 26, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. It used to be the main mode of contact was with the phone.

Avaya Named a Leader in Gartner’s Magic Quadrant for Contact Center Infrastructure

Avaya

Avaya is honored to be recognized as a leader in Gartner’s Magic Quadrant for Contact Center Infrastructure worldwide. Contact centers have gone beyond phone calls with customers now expecting to communicate on their terms via text, IM, email, chat or video.

Avaya Tops in Gartner’s Magic Quadrant for Contact Center Infrastructure

Avaya

Avaya is honored to be recognized as a leader in Gartner’s Magic Quadrant for Contact Center Infrastructure worldwide. Contact centers have gone beyond phone calls with customers now expecting to communicate on their terms via text, IM, email, chat or video.

3 Customer Engagement Trends to Watch in 2017

Calabrio

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology.

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Facing the Future of Contact Center Employee Engagement

Verint

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The majority of the interviews I conducted at the end of 2016 were comprised of one open-ended question and the resulting research conclusions were based upon the responses I got to that one question. The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”.

Employee Engagement and Better Customer Engagement in 2016

Verint

Everyone is looking for a competitive advantage in 2016. While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well.

Inbound customer service yields customer engagement solutions

Magellan Solutions

By providing reliable inbound customer service, companies make it easier for customers to reach out to brands and voice their concerns. Company representatives, from their end, are expected to know all the answers to any questions customers might ask.

Building a Customer Engagement Hub

Eptica

Date: Friday, July 1, 2016 Building a Customer Engagement Hub. Published on: July 01, 2016. Author: Pauline Ashenden Delivering a seamless, high quality customer experience is extremely complex.

3 Customer Engagement Trends to Watch in 2017

Calabrio

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology.

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Customer Engagement: Executive Perspectives, Part Two

Verint

As mentioned in part one of this series , I recently asked two industry executives what they believed it really means to go “above and beyond” when engaging customers and what role they believe “consistency” plays in the customer engagement process.

Customer Engagement: Executive Perspectives, Part One

Verint

Over the weekend I read a Fortune online story by journalist @KatherineLewis that suggests customer service associates in contact centers should stop providing “scripted empathy.”. This article made me think of recent meetings I had with two customer engagement executives.

3 Customer Engagement Trends to Watch in 2017

Calabrio

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology.

Trends 100

How the Building Blocks of Customer Engagement and Minecraft Relate

Tricia Morris

This evolution, from corporate to customer control of relationships, is known as customer engagement – and without it, your business will become vulnerable to competitors, disruptors, and yes, even those pesky Creepers. Do we need to rethink our entire engagement strategy?

4 tips to make multiple channels work for your business

NewVoiceMedia

That’s why savvy companies need to ensure they have a seamless, integrated omnichannel solution to offer truly competitive customer service. The best way to keep customer interactions streamlined is to use a single, centralised platform to track and assign incoming queries.

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To Bot or Not to Bot?

Calabrio

Chatbots are equipped to answer basic questions from customers, accept orders, and provide general customer assistance. The theory is that companies can better serve their customers using bots because they will be readily available when needed.

2016 Customer Service Trends: Empowering All Employees to Serve the Customer

Tricia Morris

“Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.”

Bringing Customer Experience into Higher Focus

Calabrio

Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. Customer Experience. “In Why are your customers contacting you?

How Consumers Are Changing the Face of Customer Service (Infographic)

Provide Support

In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough. Published in Provide Support Blog , 2016.

Enterprise Connect 2016: Genesys Showcases Next Generation Omnichannel Customer Experience at Enterprise Connect

Natalie Petouhof

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event. The time is now to make sure you can serve your customers. Or they will be somebody else’s customer soon enough.

Looking Ahead: 2017 Business Challenges and Opportunities

Verint

As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning?

How Workforce Optimization Tools Positively Impact Your Business, Clients, and Bottom Line

Avaya

In pursuit of this goal, Common has been a long-time user of Avaya IP Office ™ with Avaya Contact Center Select. And, Common’s call center managers are excited about the audio quality and security of call recordings, and the agents are enjoying the intuitive interface.