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.
NICE inContact
DECEMBER 9, 2020
Even the biggest skeptics have found benefits with WFH that enable them to now rethink how they want to operate customer interactions. Most organizations (56.8%) in our Customer Engagement Transformation: 2020-21 Research Study already have decided to continue with a WFH strategy once the pandemic has passed.
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Uniphore
JUNE 16, 2021
How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up.
Upstream Works
DECEMBER 18, 2019
There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon. Ten years is an eternity in the world of tech, and it’s staggering to consider how much the contact center has changed over the last decade.
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.
Playvox
APRIL 4, 2023
Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.
Experience Investigators by 360Connext
JANUARY 2, 2020
2020 – a year of vision ! 20 Customer Experience Commitments for 2020. It’s easy to go weeks, months or even years without direct interaction with a customer. Thank your contact center agents , your service reps and all your frontline employees often. Happy 2020! See what I did there?).
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. In this webinar, Brian and Aarde will: Identify telephony interactions and volumes that meet thresholds for change.
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. In this webinar, you will learn: How to categorize interactions for AI applicability. Thursday September 17th, 2020 at 11AM PDT, 2PM EST, 6PM GMT.
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 keep employees happy?
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