Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 306

Contact Center Self Service Analytics Banking 306

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction. It can also quickly become a costly talent acquisition problem.

Contact Center 88

Contact Center Gamification Measurement Training 88

BlueOcean

AUGUST 9, 2021

Contact center technologies are certainly in the mix of acceleration. The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 156

Contact Center Technology Self Service Analytics 156

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. What is Customer Sentiment Analysis? How do you “read the customer” in texts and chats?

Analysis 82

Analysis Contact Center Effort Score How To 82

InMoment XI

JANUARY 12, 2024

What is Conversation Intelligence Conversation intelligence refers to the ability to understand, analyze, and optimize human conversations, particularly in the context of business interactions. The goal of conversation intelligence is to enhance communication, improve collaboration, and extract valuable information from interactions.

e-support 260

e-support Healthcare Multi-Channel Call Center 260

COPC

SEPTEMBER 21, 2023

CSAT performance is one of the most important key performance indicators (KPIs) for a contact center and is usually the most heavily weighted item on scorecards or stack rankings for employee performance. To understand that problem, let’s momentarily step out of the contact center world.

Contact Center 88

Contact Center Customer Satisfaction Survey Metrics 88

Uniphore

SEPTEMBER 22, 2021

Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. How can you distinguish between a product that offers a few basic speech analytics capabilities and a robust AI-powered interaction analytics solution?

Interaction 100

Interaction Analytics Contact Center Telecommunications 100

InMoment XI

MARCH 5, 2024

The best way to do that is by being able to understand the vast amounts of unstructured data that come with customer interactions. Analyzing unstructured data requires more advanced techniques than standard data analysis. Customers who speak with contact center agents often provide key pain points that they need to be able to identify.

Data 260

Data Customer Experience Social Media Analysis 260

Uniphore

OCTOBER 12, 2021

Going With the Flow for Contact Center Calls However, narrow AI (AI applied to specific use cases and/or domains) has an advantage: it can learn to understand conversations by analyzing conversational clues and patterns. Fortunately, most customer service calls follow predictable patterns.

Contact Center 100

Contact Center Analysis Interaction Training 100

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Contact Center 52

Contact Center Analytics Analysis Customer Insights 52

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Contact Center 52

Contact Center Analytics Analysis Customer Insights 52

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.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

TechSee

DECEMBER 3, 2019

Core challenges for contact centers. Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI. Creating a visual contact center knowledge base. Additional benefits of a visual contact center knowledge base. Proactive knowledge suggestions.

Knowledge Base 136

Knowledge Base Contact Center Customer Service Representative System 136

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. From small helpdesks operated by specialist manufacturers to vast contact centers run by leading telecoms and consumer electronics providers, end users can now receive faster, more effective service and support from both live human agents and virtual assistants.

Contact Center 175

Contact Center Self Service Video Average Handle Time 175

Upstream Works

JANUARY 12, 2022

The demands facing contact center systems are getting more complex and more varied than ever before. Driven by a desire to cut costs with operational efficiencies and provide a better omnichannel experience to an increasingly digital customer base, executives are honing in to upskill their contact centers.

Contact Center 78

Contact Center Self Service Omni-Channel Touchpoint 78

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Strategy Gamification Customer Satisfaction 52

Call Experts

JANUARY 27, 2022

With the power of predictive contact center data, support agents can anticipate outcomes and what information customers need before they realize it themselves—and respond quickly, guiding them to the best answers and highest-quality resolutions. Contact centers have always had to deal with the challenge of engaging with customers.

Contact Center 94

Contact Center Data Self Service Call Center 94

NobelBiz

FEBRUARY 14, 2023

Dead air time refers to the period of inactivity during customer interaction in a contact center; the time between when an agent finishes speaking and when the customer begins speaking or vice versa. Dead airtime can negatively impact the customer experience and make the interaction feel awkward or uncomfortable.

Contact Center 52

Contact Center Call Flow Call Recording How To 52

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 130

Contact Center Self Service Analytics Banking 130

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

NobelBiz

FEBRUARY 14, 2023

Customer Relationship Management (CRM) is a strategy businesses use to manage interactions with existing and potential customers. In a contact center, facilitate managing the large volume of daily customer interactions by using essential CRM strategies. This can lead to increased customer loyalty and repeat business.

Contact Center 52

Contact Center CRM Measurement Strategy 52

NobelBiz

FEBRUARY 14, 2023

To provide top-notch customer support, contact centers need to have an exhaustive and comprehensive customer perspective. A 360-degree customer view is an approach that allows contact centers to gain a complete understanding of the customer through collecting and analyzing data from multiple sources.

Contact Center 52

Contact Center Customer Journeys CRM Social Media 52

ShepHyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?.

Contact Center 72

Contact Center Self Service Call Center Chatbots 72

Comm100

JUNE 5, 2018

How AI can be Used in the Contact Center. AI has some viable uses in the contact center sphere that managers can employ to improve their CX and the efficiency of call centers. Out of these benefits, two concrete benefits of AI in the contact center stand out. Accurately Predicting Customer Behavior.

Contact Center 122

Contact Center Call Center Self Service Chatbots 122

NobelBiz

JULY 4, 2023

One such technology is Automated Interaction Summaries. AI in the context of the contact center world isn’t really a ‘wow’ feature anymore. According to a report by Mordor Intelligence , the AI market in call center applications is anticipated to witness a CAGR of 25.8% over the forecast period (2023 – 2028).

Interaction 52

Interaction Call Center Engagement Contact Center 52

Talkdesk

DECEMBER 10, 2020

Migrating a contact center to the cloud can drive your digital transformation program forward. Identify the business opportunity Before building a case, consider the impact of moving to a cloud contact center for your business. Read on to learn exactly how to do that. Think about the benefits (e.g.,

Contact Center 115

Contact Center How To Transportation Roadmap 115

Oracle

NOVEMBER 20, 2020

Thanks to advanced digital technologies, companies now find themselves in a position to truly transform the contact center customer service experience. Contact centers traditionally have been separate from the main business of companies, which generates problems with contact center customer service performance.

Contact Center 97

Contact Center Technology Customer Service Omni-Channel 97

NobelBiz

AUGUST 22, 2023

Tailored exclusively for contact centers, the VOIP solution from NobelBiz ensures the lowest cost-per-minute, seamlessly directing calls through optimal routes. The NobelBiz Voice Carrier Network is purpose-built to accommodate high-volume calls essential for contact centers. Why Outbound Calls Don’t Always Connect?

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

CSM Magazine

DECEMBER 15, 2022

Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. If you can enable, empower, and engage your agents, you provide better interactions, which leads to higher customer retention. for school pick-up.).

Contact Center 52

Contact Center Self Service Loyalty Social Media 52

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center Self Service Contact Center Software Virtual Agent 104

Playvox

SEPTEMBER 14, 2022

That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. What Is Customer Sentiment Analysis? How Can Sentiment Analysis Be Used To Improve Customer Experience.

Analysis 79

Analysis Social Media Contact Center Effort Score 79

NobelBiz

MARCH 14, 2023

Debt collection agencies and contact centers are subject to strict regulations and laws governing their operations. One of the major issues faced by debt collection agencies and contact centers when it comes to compliance is the lack of the right solutions to be compliant. And pay extra attention to it.

Contact Center 52

Contact Center Call Recording Call Center Guidelines 52

NICE inContact

JUNE 30, 2016

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. agents and employees) to listen and score calls and conduct this type of analysis. In the past, organizations have relied on humans (i.e.,

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

NobelBiz

FEBRUARY 22, 2023

Website, email, social media, SMS, instant messaging, and mobile applications: the evolution of communication channels over the last two decades has increased the number of available points of interaction between businesses and their consumers. For the contact center industry, customer relationships management has also dramatically shifted.

Contact Center 52

Contact Center Communication Social Media Omni-Channel 52

NobelBiz

FEBRUARY 22, 2023

Website, email, social media, SMS, instant messaging, and mobile applications: the evolution of communication channels over the last two decades has increased the number of available points of interaction between businesses and their consumers. For the contact center industry, customer relationships management has also dramatically shifted.

Contact Center 52

Contact Center Communication Social Media Omni-Channel 52

BlueOcean

OCTOBER 4, 2023

If agents are frustrated, we can only imagine that the customers they’re speaking with are too. Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

NobelBiz

MARCH 29, 2022

It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers. In the contact center sector, customer engagement is one of the strategic objectives of many companies today.

Contact Center 52

Contact Center Customer Engagement Engagement Call Center 52