Stella Connect

MAY 4, 2017

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. Bancorp Fund Services contact center.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Natalie Petouhof

APRIL 8, 2016

NICE won three Silver Stevie ® Awards in the Contact Center Solution New Version category for the following: NICE Engage Platform – The NICE Engage Platform provides comprehensive omni–channel interaction recording. Designed for flexibility, it easily adapts to the unique operational requirements of any call center.

Omni-Channel 40

Omni-Channel Sales Customer Service Return on Investment 40

NobelBiz

JUNE 29, 2021

In our article, we will explore the inner working of the customer journey, the mapping aspect of it, and also how it works in the omnichannel environment. Today, however, there are a plethora of alternative actions and channels. The contact center is an important part of the client journey because of this.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

NobelBiz

APRIL 25, 2023

A great number of contact centers are struggling to make ends meet but are still reluctant to make the necessary changes to achieve a better cost to benefits ratio. This article is here to tell you that cost reduction needs to be a top priority for contact centers worldwide in the present-day crisis environment.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

AWS Machine Learning

JANUARY 12, 2023

AWS and Salesforce have been in a strategic partnership since 2016, and are working together to innovate on behalf of customers. The contact center agent persona uses the Service Cloud console, and the customer persona initiates the chat session via a customer support portal enabled by Salesforce Experience Cloud.

Omni-Channel 77

Omni-Channel Multi-Channel Resources Policies 77

LiveChat

OCTOBER 31, 2019

Then, the marketing team can create flows and drip campaigns for each audience group. Create unique content for each audience group so you can deliver the most relevant content and offers. Use email automation tools to send unique content to each group automatically. Call center automation.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57

Avaya

OCTOBER 27, 2016

Earlier this month, the CFI Group, which issues the annual American Customer Satisfaction Index, issued the Contact Center Satisfaction Index (CCSI). Bottom line: The CCSI news isn’t good regarding contact centers’ ability to deliver an excellent experience. From our point of view … the timing couldn’t be better.

Customer Experience 40

Customer Experience Self Service Contact Center Omni-Channel 40

SurveySensum

JULY 14, 2020

Sarah Sargent – CCXP, Director of Customer Experience at Radian Group. Sarah Sargent is a highly accomplished & inspiring Customer Service & Customer Experience Director at Radian Group where she is reinvigorating CX in social housing. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Tricia Morris

AUGUST 21, 2015

3) Interview candidates in the same channel that they will interact with your customers. (4) Why the Best in Class Rock: Omer Minkara, Research Director for Contact Center and Customer Experience Management at Aberdeen Group reports that on average, companies are now using four channels to interact with customers.

CRM 40

CRM Customer Focused Self Service Conference 40