Omnicus
JUNE 15, 2022
As private and public sectors alike push through the uncertainties and optimize operations for 2022 and beyond, take note of these contact center industry trends and incorporate them as permanent aspects of your contact center technology strategy for both the customer experience and the customer contact experience.
MiaRec
APRIL 8, 2024
Ever since COVID, contact centers have increasingly invested in Artificial Intelligence (AI). In fact, according to a recent MarketsandMarkets report, the global contact center AI market is expected to grow at a CAGR of 21.3% billion (May 2022) to $4 billion by 2027.
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Omnicus
OCTOBER 20, 2021
To ensure that you can create the excellent customer experiences that your customers today expect, you will need insight and analysis to take the temperature of your contact center.
Experience Investigators by 360Connext
DECEMBER 14, 2021
And 2022 looks like it will be another twelve months of uncertainty. Make 2022 the year you close the loop. American Airlines offers the meditation and mindfulness app Calm on some flights and contact center employees are encouraged to take self-care breaks when needed. 2022 will bring its own set of surprises.
Speaker: Adam Saad - Founder & CEO, Tech Stack Advising
Somewhere in a global contact center, there is an agent who has spent the last 8 hours answering questions from disgruntled customers. August 17th, 2022 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm BST On the other side of the world, another agent is conducting surveys and can’t seem to keep a caller on the line.
Playvox
FEBRUARY 8, 2022
As contact centers around the world grapple with the realities of hybrid work , the Great Resignation, heightened customer expectations, and supply chain woes, many are turning to industry research and data that can provide guidance, perspective, and clarity to help them maintain and grow their CSAT and NPS scores. contact centers.
Playvox
FEBRUARY 13, 2024
As a contact center leader, the top agents you hire, train, and manage are the clutch players. Compounding the challenges, the KPIs used by many contact centers don’t match organizational goals or business goals, affecting your contact center’s overall performance. Your goals should guide your KPIs.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. September 8th, 2022 at 9:30 am PDT, 12:30 pm EDT, 5:30 pm GMT They attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. But scripts have had a variety of issues. Agent assist technologies can support the agent.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce. November 3rd, 2022 at 9:30 am PT, 12:30 pm ET, 5:30 pm BST. The importance of efficiency when onboarding and training agents.
Speaker: Kate Nasser, The People Skills Coach™
Contact center agents are people and people can grow on their own BUT great collaborative coaching truly guides agents to connect authentically to customers better and better each time. June 2nd, 2022 at 9:30 am PDT, 12:30 pm EDT, 5:30 pm BST
Speaker: Sofia Burton & Tiffany O'Malley from SmartAction
Contact center leaders have faced an onslaught of burdens exacerbated by the pandemic. Agent attrition has always been a huge problem, but now the difficulties of the worker shortage make securing live agents for call centers highly competitive. How do you make a real case for implementing self-service in the contact center?
Speaker: Rana Gujral, CEO at Behavioral Signals
But are your contact center practices able to grow with a customer’s experience? With automation, your contact center won’t just survive, it will thrive. In this webinar, you will learn: How AI can transform your contact center with real, actionable insights. 4th Edition State of the Connected Customer
Speaker: Gary Davis, SmartAction CEO
Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center. April 20th, 2022 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm GMT. How automating a customer service call isn’t as simple as using a script from a human interaction.
Speaker: Brian Morin & Helena Chen from SmartAction
Enter a conversational AI solution for your contact center. February 23rd, 2022 at 9:30 am PST, 12:30 pm EST, 5:30 pm GMT Self-service is on the rise. More and more customers are looking to solve their own issues without human intervention. What the intelligent front door experience looks like in a live demonstration.
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As contact center needs and pain points have evolved, so have contact center buying processes. This guide covers: Omnichannel & Inbound.
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