Guest Blog: “Zhuzhing Up” Humans in the Contact Center

ShepHyken

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. The calls that do go through to the contact center agent are for more critical interactions — involving complexities, emotions or higher values.

Great Customer Experience has the Power to Accelerate Growth

NICE inContact

If your call center is more than 5 years old, you are not alone. But the larger point is your call center systems may be holding you back. Join Mark Smith in a discussion on how to transform your call center. Markets and opportunities move fast.

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

TechSee

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Contact centers are ready for change.

Exceptional CX: The Business Case of Going from Good to Great

NICE inContact

If you manage a call center, now is the time to start laying claim to your share of those dollars going to R&D and marketing! If your call center is more than 5 years old, you are not alone. Again, according to Mark Smith, 2021 only 50% of organizations will have transformed their business to be more intelligent and automated by embracing digital technology. Join Mark Smith in a discussion on how to transform your call center.

AI Customer Service: Today’s Most Transformative Technologies

TechSee

Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies.

Customer Service Innovation — How Chatbots are Evolving

TechSee

48% of consumers would rather connect with a company via live chat than any other mean of contact. 21% of consumers see chatbots as the easiest way to contact a business. From now to 2021, the chatbot market is expected to grow by 35% a year.

Trends, Business, and the Future of Sports

Avaya

My previous esports blog highlighted the dramatic growth of the market with 380 million esports viewers today jumping to nearly 560 million viewers by 2021. Integrated Call Centers Contact centers have the opportunity to redefine the fan experience. CX and Contact Center

5 Ways to Become an Omnichannel Customer Experience Pro

Avaya

By 2021, he predicts that: 1 million consumers will be shopping in virtual reality. Therefore companies need a single view of the customer across all contact points, events, interactions and timelines. Take your Contact Center to the Next Level.

In Digital Transformation, Initial Business Discovery is Key

Avaya

Nearly half of CIOs plan to spend 50% or more of their time in digital activities by 2021, yet only 5% feel they’ve mastered digital to a point of competitive differentiation. We’ve all heard the saying: “If a tree falls in a forest and no one is around to hear it, does it make a sound?”

In Digital Transformation, Don’t Forget the Initial Business Discovery

Avaya

Nearly half of CIOs plan to spend 50% or more of their time in digital activities by 2021, yet only 5% feel they’ve mastered digital to a point of competitive differentiation. We’ve all heard the saying: “If a tree falls in a forest and no one is around to hear it, does it make a sound?”

Five strategies to improve customer experience in telecoms

TechSee

Oftentimes, the best business cases are those that both increase customer satisfaction and cut costs by reducing contact center enquiries or technician dispatches. IDC estimates that 75% of enterprise applications will use AI services by 2021.

3 Methods to Capture the Promise of Technology in Call Center BPO Offerings

TechSee

Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021). By 2021, Gartner estimates the market will increase in size to approximately $46 billion.

CX Day Thoughts on Brand-behind-the-Brand Storytelling

HGS

So this is perfect timing for a blog about how contact centers play an essential role in brand storytelling. Good contact centers should be experts at the art and science of being the brand behind the brand. And this demographic is estimated to grow 3 billion by 2021.