NICE inContact

APRIL 5, 2019

If you hear people talking about a call center, they will often ask whether it’s “inbound” or “outbound”. The difference between inbound and outbound simply refers to who is placing the call. If a customer places a call that’s inbound, as the call is “coming into” the call center.

Call Center 121

Call Center Contact Center Competitive Advantage Wait Times 121

CSM Magazine

DECEMBER 14, 2022

Phone channels have been the critical entry point to customer service for decades, but they are often a significant pain point for customers and brands alike, with lengthy wait times and high costs. Implementing a fully digital strategy is becoming more common for businesses, especially in the face of rapid digitalisation.

Call Center 52

Call Center Airlines Chatbots Travel 52

Kustomer

APRIL 15, 2021

What I think makes some of this research different is the thing I still try to stick to today is I’ve never run a call center. I’ve never been a call center rep. I think I’d be, probably be an awful call center rep. Think about a call center leader, multiple kind of dynamics at play.

Omni-Channel 92

Omni-Channel Effort Score Contact Center Call Center 92

ShepHyken

MARCH 20, 2023

Anytime I have a chance to read anything put out by the people behind the research, I take the time to do so, and you should, too! Will ChatGPT Replace The Contact Center Agent? Contact numbers are hard to find. Last year Frontier Airlines discontinued the ability to contact customer support.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

Qualtrics

APRIL 27, 2020

Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. Perhaps improving our FAQs, adding chatbots to our digital channels, or using Interactive Voice Response recordings to help deflect calls?

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

Pointillist

OCTOBER 22, 2018

Airline X never responded to my complaint. A machine would have a hard time interpreting this statement as one intended to express the negative sentiment of contempt. Today, the utilization of speech data is largely confined to recording call center transcripts. I love being ignored.”. Speech Analytics with Auditory Cues.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40