MiaRec

AUGUST 6, 2023

Transforming quality management in the contact center ? Leveraging generative AI and Machine Learning in the contact center Polyakova provides an insightful look at the next 12 months of MiaRec’s products and features roadmap, and the valuable benefits to customers and partners that they entail.

Call Center 52

Call Center ROI Analytics Contact Center 52

Avaya

APRIL 10, 2019

2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. of organizations are using or planning to use AI for customer interactions or analytics. AI is finding a comfortable home in the contact center. In fact, those transformations already have begun. Today, 44.6%

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

Talkdesk

MAY 18, 2020

What did 2019 teach us about security in the Contact Center? What to Do to Secure Your Contact Center Now That Agents Are Working From Home? #1 One of the ways companies are trying to achieve the delicate balance on security processes is by protecting their contact center first.

Contact Center 83

Contact Center Policies e-support Conference 83

Calabrio

NOVEMBER 1, 2016

Speech analytics is a huge opportunity for brands. If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience. When implementing speech analytics, the pressure is on to quickly realize return on investment.

Analytics 100

Analytics Company Contact Center Return on Investment 100

Magellan Solutions

FEBRUARY 26, 2024

Call centers can analyze customer sentiment, tone, and personality with AI. It provides more comprehensive call analytics. Intelligent Analytics Dashboards AI for call centers provides in-depth analytics on call times, first resolution, and more. It leads to an exceptional customer experience.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

Talkdesk

JANUARY 31, 2018

When Talkdesk puts together our long-term feature roadmap, we put a lot of thought into where contact center executives want to go in the future and build a product that will give them the tools they need to execute on their vision. Voice Analytics. From a high level, this is a goal we’ve always tried to achieve.

Contact Center 56

Contact Center Customer Experience Omni-Channel Call Recording 56

Avaya

APRIL 15, 2019

So, in the early days of AI for DCX, companies are most focused on reducing costs in the contact center. What can chatbots or AI-enabled analytics do for your customers or your agents that will drive an opportunity or address a problem? Right behind that, on the top benefits list, is improves customer satisfaction.

Roadmap 47

Roadmap Customer Experience Self Service Chatbots 47

NICE inContact

DECEMBER 17, 2018

At the risk of stating the obvious, customer experience (CX) can make or break your contact center operation. At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. Our CXone roadmap will help you set the pace with your customer experience. We’re a leader in 3 of 3!

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

NobelBiz

DECEMBER 11, 2023

Call flows are essential for contact centers as they provide a structured framework for managing customer interactions. Understanding Call Flows A call flow is like a roadmap that guides a phone call through a contact center. It ensures calls are directed to the right destination within your organization.

Call Flow 106

Call Flow Customer Experience Contact Center Call Center 106

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.

Self Service 52

Self Service Contact Center Average Handle Time Roadmap 52

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). WFM to the rescue.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Experience Investigators by 360Connext

OCTOBER 17, 2023

This can include customer feedback, financial data, behavioral analytics, operational metrics, and industry benchmarks. This will not only provide a roadmap for implementation but also enable the tracking of progress and the measurement of the impact of CX initiatives on business outcomes.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Lithium

APRIL 12, 2022

Leaders and executives, especially in the contact center, are struggling to backfill empty seats and train incoming employees — and they're paying mightily for it. Agents are the most valuable resource in your contact center, and that’s where you should focus your investment. Contact Center Subfolders.

Omni-Channel 52

Omni-Channel Innovation Contact Center Customer Service 52

CSM Magazine

NOVEMBER 9, 2022

In this new executive leadership role, Davies will work directly with Calabrio customers and prospects to prioritise customer-first contact centre strategies enabled by engaged employees and elevate their use of technology to better leverage deep VoC data and insights.

Marketing 52

Marketing Contact Center Roadmap Leadership 52

Call Experts

APRIL 8, 2024

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Using a customer journey contact center can also be highly advantageous.

Contact Center 52

Contact Center Customer Journeys Call Center Touchpoint 52

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. They are processing data across channels, including recorded contact center interactions, emails, chat and other digital channels.

Financial 111

Financial Omni-Channel Groups Analytics 111

Think Customers

DECEMBER 13, 2021

Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace. Internally, the North Star should serve as the core goal and motivational vision you aim to deliver—from the contact center to your website and in-store or app experience.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

BlueOcean

SEPTEMBER 30, 2018

The contact center SOW is the framework for your relationship. Below we explore what it takes to build an effective contact center SOW. Leverage Reporting, Analytics to Elevate Partnership. Reporting and analytics are essential for creating a culture of continual improvement. Building the Contact Center SOW.

Contact Center 192

Contact Center Automotive Metrics Roadmap 192

Kustomer

JULY 24, 2020

Consero’s Knowledgebridge: The Contact Center Consero. From journey mapping, to analytics, to technology, to digital engagement, to agent empowerment, you’ll know how to create the unbreakable connections that drive customer loyalty, advocacy and revenue. Request to receive farm-fresh flowers here.

Conference 52

Conference Customer Journeys Roadmap Innovation 52

ShepHyken

DECEMBER 20, 2019

Whether you oversee a large contact center or teams in various locations, creating a CX strategy that works will improve your bottom line. The long-form piece delves into collecting and measuring customer feedback, building customer roadmaps, monitoring your touchpoints and applying solutions with proven success rates.

Customer Experience 83

Customer Experience Roadmap Financial Contact Center 83

Oracle

MARCH 12, 2018

Next Generation Contact Centers – How Innovations Will Transform Service. Daniel and Laurie will offer a glimpse into the future of contact centers, new technologies and advancements in service, and next generation contact center channels. Manager – Customer Relations, Pier 1 Imports.

Customer Experience 45

Customer Experience Contact Center Roadmap Trends 45

Call Experts

JULY 13, 2023

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Using a customer journey contact center can also be highly advantageous.

Contact Center 52

Contact Center Customer Journeys Call Center Touchpoint 52

Avaya

AUGUST 2, 2017

They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social. In our experience, the reason for this is because an initial business discovery process was not sufficiently performed to put a strategic execution roadmap in place.

Roadmap 63

Roadmap eBook Exercises Strategy 63

Clarabridge

MAY 9, 2018

With a roadmap to success, of course! Roadmap to Success: Taking Your CX Program to the Next Level. They put it best when wrapping up with this beautiful summary: Investigative analytics will lead you to the most intriguing clues, combine them to create a good story, and then use great visualizations to communicate that story clearly.

CEM 40

CEM Roadmap Contact Center Conference 40

inmoment

JUNE 1, 2020

The VoC team has implemented a Coronavirus text analytics category and is updating senior management twice a week, calling out references to COVID-19 within VoC trackers including critical areas of the business like roadside assistance and Thrifty car rentals. Prompt Survey Respondents to Give Richer Feedback through Text Analytics.

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

Avaya

JUNE 9, 2017

” Well, we’d like to put a new-age spin on this: “If an organization implements a digital transformation plan without a strategic roadmap, does it have an impact?”. They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social.

Roadmap 41

Roadmap Exercises Strategy Customer Engagement 41

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges. Real-time data.

Contact Center 140

Contact Center Social Media Roadmap Report 140

Eptica

DECEMBER 1, 2015

Setting a roadmap for midsize businesses Recognizing the need for midsize companies to focus on customer service, Gartner Inc. The functionality evaluated includes knowledge-enabled service resolution , social media/community management, offer management, interaction assistance tools and service analytics dashboards.

Customer Service 48

Customer Service Social Media CRM Contact Center 48

West Monroe

MAY 31, 2019

Though bots may not have taken over every transaction and interaction yet – I’ve talked to many clients who are beginning to strategically plan where these technologies fit into their digital roadmaps. How much did I spend at Starbucks last month? (or or any other merchant). What are my most recent transactions?

Banking 40

Banking Financial Self Service Chatbots 40

NobelBiz

FEBRUARY 27, 2023

In our sphere, a successful contact center is defined by its ability to manage customer interactions and meet their needs, while also operating in an efficient and cost-effective manner. To become a successful contact center, managers should pay exhaustive attention to four aspects, the first of which is a well trained workforce.

Contact Center 52

Contact Center Self Service Wait Times Metrics 52

SmartKarrot

AUGUST 26, 2022

Role: Director of Customer Success Location: Remote, United States Organization: FinditParts As a Director of Customer Success, you will manage Contact Center Operations to deliver a great customer experience, meeting or exceeding all revenue goals, KPIs, and SLAs. Do the work of winning renewals and driving expansion and upsell.

Customer Success 19

Customer Success e-support Case Study Roadmap 19

AWS Machine Learning

NOVEMBER 22, 2022

Contact centers and customer service teams can analyze on-call transcriptions or chat logs to identify agent training effectiveness, and conversation details such as specific reactions from a customer and phrases or words that were used to elicit that response. This can support product roadmap discussions and prioritizations.

Analysis 68

Analysis CRM System Groups 68

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges. Real-time data.

Contact Center 100

Contact Center Social Media Roadmap Report 100

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges. Real-time data.

Contact Center 100

Contact Center Social Media Roadmap Report 100

Responsetek

MAY 3, 2018

This is called an Omnichannel Listening Strategy and it gives you a strategic roadmap for where you should apply your investment to make the highest returns. They ask questions about the user friendliness of their online customer portal or the quality of support delivered by the field or contact center.

Omni-Channel 40

Omni-Channel CEM Loyalty Programs Roadmap 40

NobelBiz

OCTOBER 2, 2023

In the domain of contact centers, the paramount focus lies in ensuring streamlined and effective communication with clients. When approached from a contact center perspective, these systems not only manage and monitor customer inquiries but also harmonize the operational flow, thereby optimizing customer experience.

System 106

System Contact Center Contact Center Software Social Media 106