BlueOcean

AUGUST 9, 2021

The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 156

Contact Center Technology Self Service Analytics 156

Kitewheel

JUNE 20, 2019

2019 Highlights. Here at Kitewheel, we just released the State of Customer Journey Report 2019. We recommend that you read the report, but here are a few key highlights to better understand the journey management market: 5 Years of Consistent Growth Means Customer Journeys are Here to Stay.

Customer Journeys 45

Customer Journeys Omni-Channel B2C B2B 45

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Gamification 122

Pink Guava

DECEMBER 21, 2018

This is also creating a momentum for customer experience management where organisations have been working to find out what does it mean for their individual journeys when they have customers with more expectations, shorter attention spans who are intrinsically connected all the time and thus communicating more about their experiences.

Omni-Channel 40

Omni-Channel Trends Customer Experience Social Media 40

CSM Magazine

MAY 19, 2020

New AI-powered Agent Assist helps to manage contacts from existing and potential students during busy enrolment periods. Lenka Annan, Contact Centre Manager of Capital City College Group commented, “We are particularly impressed by the simplicity of the Puzzel solution.

Omni-Channel 52

Omni-Channel Groups Brands Abandon Rate 52

Oracle

FEBRUARY 20, 2019

At NRF 2019 , we asked retail leaders, “What are the top retail trends in 2019?” ” From extended reality and actionable artificial intelligence to autonomous checkout, hear about 10 of the hottest retail trends and technologies they see making a difference in shopping experiences this year. All rights reserved.

Retail 89

Retail Trends Competitive Advantage Consulting 89

CSM Magazine

APRIL 15, 2020

Puzzel, a leading European Contact Center as a Service (CCaaS) provider, has announced the acquisition of U-WFM a leading provider of workforce management and optimization software. We believe there is an easier way to deploy workforce management solutions accessible to all contact centers, regardless of size.

Omni-Channel 52

Omni-Channel Employee Engagement Engagement Contact Center 52

Avaya

JULY 8, 2019

Internally collected data can be leveraged with these apps and features to expand the use of AI enterprise-wide, helping organizations with such things as tracking financial analytics and performance management for HR. The post The State of AI in the Contact Center 2019 appeared first on Avaya Connected Blog. In the End.

Contact Center 45

Contact Center Omni-Channel Analytics CRM 45

Oracle

JULY 25, 2019

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Omnichannel Innovation: Building Your Path to the Future. You can also view the full CX session catalog here.

Omni-Channel 60

Omni-Channel Retail Leadership Innovation 60

NICE inContact

OCTOBER 17, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 120

Contact Center Report Tools Industry 120

BirdEye

OCTOBER 16, 2020

Technology (surprise, surprise). With human-to-human interactions hampered, credit unions had to quickly shift to incorporate multiple touchpoints across different channels to retain and serve members. It’s hard to think of a better motivation to improve operations with the use of technology than this moment.

Technology 98

Technology Marketing Banking Financial 98

Martin Hill-Wilson

JANUARY 29, 2016

Right now I can see three genuinely transformational technologies on offer for forward thinking contact centres. Its range of application is impressive – 100% compliance management, advisor dashboards for self development, a key input to Voice of the Customer initiatives and customer journey mapping. It’s on the 26/27th.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

transcosmos Information Systems

OCTOBER 2, 2018

Of course, having an omni-channel customer service requires more than just creating accounts on online platforms. We included a more in-depth discussion on setting up a true omni-channel customer experience in a previous post, so check that out. Moving Forward to 2019 and Beyond. Get in touch before they do.

Omni-Channel 48

Omni-Channel Customer Service Multi-Channel Self Service 48

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. One way to align these two things is by providing omnichannel engagement or employing a contact center CRM. . What is omnichannel engagement? .

Customer Journeys 122

Customer Journeys Brands Sales Contact Center 122

NICE inContact

SEPTEMBER 25, 2019

What do companies report after they move their contact center technology to the cloud? The latest results and analysis can be found in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. If your curiosity is piqued, download our complimentary eBook now to learn more about contact center technology in the cloud.

Contact Center 136

Contact Center Call Center Omni-Channel eBook 136

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. Measuring satisfaction levels with specific channels is one input to this process. This is the nature of life in the digital age.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

West Monroe

DECEMBER 6, 2019

Thousands of Salesforce community members converged in San Francisco last week for Dreamforce 2019. New partnerships with companies such as Microsoft, Tableau, Apple, and Amazon indicate major opportunities for organizations to elevate their customer experience in 2020 using Salesforce technology to be more agile, predictive, and strategic.

Self Service 52

Self Service Customer Centricity Financial Contact Center 52

NICE inContact

APRIL 30, 2019

That’s why, as the global leader in cloud technology, NICE inContact helps contact centres all over the world deliver consistently exceptional customer experiences in the kind of omnichannel environment customers expect…outstanding CX that solidifies brand loyalty and turns customers into lifelong brand advocates.

Omni-Channel 149

Omni-Channel Loyalty Metrics Brands 149

Peter Lavers

FEBRUARY 21, 2019

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist. HR – staff engagement/talent/culture/performance management. DataScience. Transformation.

Conference 66

Conference Leadership Culture Customer Centricity 66

Hero Digital

DECEMBER 11, 2018

For someone who might be feeling shaken up from a collision, the claims flow is simple and manageable to avoid additional stress. The app-fueled ease of omni-channel shopping communicates to customers that the brand values their time, preferences, and access to discounts, and it provokes the grateful feeling that reinforces loyalty.

Omni-Channel 42

Omni-Channel Connections Brands Healthcare 42

CSM Magazine

JANUARY 23, 2019

With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. Artificial Intelligence (AI), chatbots and Robotic Process Automation (RPA) are the current vogue, with everyone wanting a piece of the new technologies. Data management will be central. Brands will start going back to basics.

Contact Center 55

Contact Center Chatbots Omni-Channel Analytics 55

CSM Magazine

JULY 14, 2020

According to UK Finance, card payments accounted for half (51%) of all payments in the UK in 2019 while consumer use of credit cards rose by 7% to 3.3 Introduce clever technology behind the scenes. Once re-acquainted with the importance of PCI DSS, why not introduce technology that enables PCI DSS compliance? About the Author.

Omni-Channel 52

Omni-Channel Customer Confidence Innovation CRM 52

CSM Magazine

AUGUST 4, 2020

Since Coronavirus hit, there has been a significant uplift in email traffic as a means for customers to communicate with an organisation, with contact centres having, in some cases, switched off voice and moved to other channels in order to manage huge spikes in demand.

Omni-Channel 52

Omni-Channel Contact Center Software Contact Center Communication 52

NICE inContact

MAY 8, 2019

Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors? But these days, digital technology innovations can make it increasingly more complex to serve your customers where and how they want to be served. These are questions that keep contact center leaders up at night.

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

CSM Magazine

JUNE 4, 2020

Data privacy, protection and crisis management – in fighting for business, brands have focussed on the power of marketing they can derive from using customer data. Meanwhile, agents are forced to adopt practices that come from teams who sit in the second row including the training, quality and management functions.

Omni-Channel 52

Omni-Channel Consulting B2C Customer Relationship Management 52

Oracle

SEPTEMBER 12, 2019

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. IT Manager, Natus Medical Inc. Here are 5 of the upcoming, fascinating sessions focused on Siebel CRM.

CRM 40

CRM ROI Case Study User Experience 40

Call Experts

NOVEMBER 20, 2019

In 2019, Salesforce forecasts a "sustained and solid U.S. Contact centers provide support for your business and manage the increase in call volume. Sometimes technology can help. Balancing headcount with technology helps to enhance customer service experience during the holidays. More Blogs Menu.

Contact Center 60

Contact Center Management Call Center Customer Journeys 60

CloudCherry

FEBRUARY 20, 2019

As customer experience gains more traction and more maturity as an industry, the technology is running double time to keep up. It’s not really omnichannel . Most teams understand that customers want to connect with them on a variety of channels. A truly omnichannel strategy meets customers where they are when they need it.

Strategy 273

Strategy CEM Analysis Self Service 273

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. For our 2019 predictions, we are honored to share unique and well-informed perspectives from an elite group of industry thought leaders. Michael discusses how, in 2019, customer experience (CX) will be king. Matthew Dixon, Chief Product and Research Officer, Tethr.

Trends 40

Trends Self Service Customer Experience Social Media 40

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. The conversation identified several contact center trends that, if addressed effectively, can lead to the transformation of two critical elements of operational success: people and technology. .

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

CSM Magazine

JANUARY 19, 2023

With the higher adoption of the internet and technology, online shopping has become a new standard for shoppers of any age. You can track and monitor everything, from inventory management and payment processing to customer management. After the COVID-19 pandemic, 46% of retail executives plan to invest in omnichannel retailing.

Trends 52

Trends Sales Omni-Channel Retail 52

Call Experts

NOVEMBER 20, 2019

In 2019, Salesforce forecasts a "sustained and solid U.S. Contact centers provide support for your business and manage the increase in call volume. Sometimes technology can help. Balancing headcount with technology helps to enhance customer service experience during the holidays. How Call Centers Manage the Holiday Rush.

Call Center 49

Call Center Management Contact Center Customer Journeys 49

Team Support

JANUARY 20, 2021

Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. One example comes from the customer support manager at TeamSupport customer, OmniFund. The notifications from TeamSupport help us manage the support teams and track SLA warnings and response rates.

B2B 81

B2B Exceptional Customer Service Omni-Channel Report 81

SurveySparrow

NOVEMBER 28, 2019

The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. We just can’t stop talking about the sensational cx conferences that 2019 exhibited. Who should Attend: CX managers, Board members, CEOs.

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

Answer Dash

JANUARY 1, 2019

(This article is originally published at ICMI ) Hint: Focus on Agent Performance If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. It’s a perfect complement to this integration.

Contact Center 67

Contact Center Knowledge Base Chatbots System 67

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report.

Self Service 59

Self Service Virtual Agent Multi-Channel Chatbots 59