BlueOcean
APRIL 16, 2024
Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.
NICE inContact
MARCH 15, 2021
The challenges of 2020 put contact centers agility to the test. And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues.
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Omnicus
SEPTEMBER 8, 2022
A contact center is an essential part of every company’s business. The Coronavirus has forced companies to adapt in rapid ways When the pandemic first hit in March 2020, contact center operations were immediately impacted.
NICE inContact
NOVEMBER 25, 2019
As we step into 2020, we see companies investing more in Customer Experience (CX) initiatives than ever. And, contact centers, being customer interaction hubs, are getting more preference and priority when it comes to CX investments.
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Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry?
NICE inContact
FEBRUARY 15, 2021
Now that 2021 is upon us and there is a faintly visible conclusion to the pandemic, the question remains – will public sector contact centers revert to the models they had relied on prior to COVID-19? Contact center leaders have made the pivot. The answer is unequivocally NO.
NICE inContact
DECEMBER 16, 2020
It's tempting to put 2020 behind us and move on, but before you get out your shovel and put it in the ground, you should do some honest lessons learned about the past year and use the information to guide your 2021 contact center investments.
Speaker: Jim Rembach, Editor in Chief, CX Global Media
Most contact center leaders view the touchpoint from agent to customer as the most important. The touchpoint from contact center leaders to their employees has become essential in order to introduce these new technologies as a form of empowerment rather than a total replacement.
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In 2020, driven by the need to react to the pandemic, these figures were 75% and 5% respectively. In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. 43% of survey respondents were using homeworking, with 5% running a pilot scheme or about to set one up.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Adapting to a post-COVID world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Thursday July 16, 2020 11AM PST, 2PM EST, 6PM GMT Sketch a back-of-the-napkin ROI in minutes.
Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction
Having a keen awareness of where or how AI fits in your contact center for a great CX and ROI begins with understanding how to broadly classify your interactions. Thursday September 17th, 2020 at 11AM PDT, 2PM EST, 6PM GMT. If it fits into one of these 5 categories, a live human agent should never handle it.
Speaker: Laura Sikorski, Contact Center Consultant
Your Contact Center today is truly an Interactive Engagement Center and the most customer-focused area in your organization. June 25th, 2020 11:00 AM PST, 2:00 PM EST, 7:00 PM GMT. Your company is judged on how your staff relates to your customers on all channels. How do you retain the human touch in the digital world?
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