Calabrio
APRIL 20, 2016
When you close your eyes and imagine a contact center, what do you see? Is it a dim and dusty room filled with rows of headset wearing agents, half-heartedly responding to customer complaints? If you saw the second scene, welcome to the digital age – and new reality – of the contact center.
Think Customers
APRIL 6, 2020
Contact centers and customer service organizations play a critical role in enabling those human connections. They are on the front line of a brand’s relationship with customers and the public. While others allow customers to buy or replace products virtually when physical stores are closed.
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ShepHyken
JANUARY 18, 2019
This rings especially true in the contact center, where many of the simpler, repetitive tasks are still performed by humans. Would you consider that a great customer experience? Would you ever use that airline again? Would you believe they actually cared about how the experience was? Technology is on your side.
Lithium
SEPTEMBER 29, 2022
For whatever reason, certain travelers are left on hold for hours, and for better or worse, these travelers are forced to use only a handful of support and engagement channels. Khoros is here to say that there’s much more to customer engagement in the travel industry than Twitter and outdated phone systems. A New Approach.
Think Customers
MARCH 2, 2023
Workforce reductions are tempting in the face of economic headwinds but technology and customer experience experts urge contact center leaders to take the long view, and resist. Myron said other areas where contact centers will increase technology investment in 2023 include self-service automation and conversational AI/chatbots.
Verint
AUGUST 24, 2017
The answers can drive business and workforce optimization at your organization—by incorporating advanced analytics as part of your customer engagement strategy. These groups often have different data repositories for customer and other data—and thus don’t always have a complete view of customer data.
Avaya
DECEMBER 18, 2018
‘Twas the night before Christmas, the contact center was quiet, Not an agent was stirring, not even a pilot. We expect that these numbers will increase this year, and our contact center tech is ready to handle it. When from the phone lines a call rang out clearly, And Colonel Harry Shoup answered it cheerily. MST on Dec.
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