BlueOcean

NOVEMBER 13, 2023

With these questions in mind, we present a quick round-up of some trending outsourcing and customer service-related articles, podcasts, and webinars from across the industry. Voice of Customer analytics: Everything you need to know Customer experience is, we believe, the core of excellent customer care. Wise words from CallMiner.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

Think Customers

JANUARY 10, 2024

That’s how “CBS News Sunday Morning” host Jane Pauley opened this week’s segment that covered how AI is impacting customer service in contact centers. Contact center associates featured on the show were empathetic. And if you’re lucky, there’s a person — a real person — at the end of the line.” 1 Sunday morning news show.

Contact Center 52

Contact Center Analytics Healthcare Banking 52

NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. The technology to establish a successful remote contact center program is available now.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

NICE inContact

OCTOBER 29, 2018

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. Contact Center software and hardware is replaced every couple of years because it either wears out or because it no longer provides needed functionality.

Contact Center 120

Contact Center Contact Center Software Call Center Omni-Channel 120

NICE inContact

APRIL 18, 2019

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? Analytics can help you get immediate answers to critical questions, immediately identify trends that negatively impact customer experience and reduce supervisor effort. appeared first on NICE inContact Blog.

Analytics 162

Analytics Management Contact Center Call Recording 162

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. Brian Cantor Leading CX Industry Analyst Contact Center Week. It’s challenging to train, onboard, and retain talent in the contact center today. Brian Cantor Leading CX Industry Analyst Contact Center Week. Register Now.

Call Center 223

Call Center Contact Center How To Case Study 223

Playvox

MARCH 21, 2022

If the labor shortage has left your contact center scrambling for staff, you might have overlooked a potential goldmine of knowledgeable, eager future team members: retirees. Related Article: 7 Proven Ways to Manage Contact Center Agent Staffing Shortages. How To Welcome Retirees Back To Work In Your Contact Center.

Contact Center 82

Contact Center Training Technology Policies 82

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

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Multi-Channel Contact Center Software Policies 52

Talkdesk

DECEMBER 1, 2020

To develop a transformation strategy, look beyond traditional contact center key performance indicators (KPIs) and instead use a holistic view of your CX to evaluate, prioritize and enhance areas in need of improvement. The Talkdesk CX Maturity Model evaluates CX based on nine core areas: .

Contact Center 104

Contact Center How To Roadmap Customer Centricity 104

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Many of the unique webinar’s talking points are expanded here in this article. Struggling with an ever-decreasing contact rate became routine in the contact center space.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Kumaran Shanmuhan, Chief Growth Officer at Jacada.

Social Media 218

Social Media Call Center Study Contact Center 218

Think Customers

MARCH 1, 2021

The pandemic accelerated digital adoption of messaging, web, and cloud at light speed, and in doing so contact centers have been at the front-line of large volumes of people in need for support, comfort, and information. Here are 3 key takeaways from their on-demand webinar : 1. Rethink the traditional contact center.

Contact Center 52

Contact Center Healthcare Omni-Channel Chatbots 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

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

Talkdesk

SEPTEMBER 1, 2017

That’s what Ytica CEO and Founder Simon Vostry says about contact centers and he’s absolutely right. When Talkdesk expanded its product offering with AppConnect , one of the most critical areas we wanted to address for our customers was analytics. For both metrics, shorter is better. For the company, it’s more productive, too.

Contact Center 41

Contact Center Analytics Abandon Rate Competitive Advantage 41

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

RapportBoost

NOVEMBER 25, 2018

– Event, sponsored by Talkdesk, to cover top priorities for contact centers on how to connect with customers, prospects via their preferred channels – San Diego, CA. The event, sponsored by Talkdesk , will discuss the top priorities for contact centers in connecting with customers and prospects via their preferred channels.

Contact Center 40

Contact Center Innovation Average Handle Time Case Study 40

NobelBiz

FEBRUARY 27, 2024

By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction. Real-Time Dashboards and Post-Call Analytics: NobelBiz Call Log Analytics – Supervisor Dashboard Real-time dashboards provide a snapshot of ongoing operations, allowing managers to make informed decisions quickly.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

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

NICE inContact

AUGUST 5, 2019

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. You’ll take away actionable insights you can apply in your contact center.

Tips 137

Tips Brands Contact Center Analytics 137

COPC

APRIL 1, 2024

Operational efficiency technologies extend to applications that provide real-time analytics, prompts, and AI-driven tools for insights and reporting. Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

NICE inContact

AUGUST 5, 2019

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. You’ll take away actionable insights you can apply in your contact center.

Tips 136

Tips Brands Contact Center Analytics 136

Uniphore

JANUARY 14, 2022

Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? We will also explore the impact of agent authentication and conversational analytics.? RSVP for the webinar today! Strategic roadmap to deliver new-age customer experiences. Register Now.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

NICE inContact

SEPTEMBER 4, 2019

Get the full story of Omega World Travel’s technology journey in our webinar, Alexa, How are My SLAs Doing? The presentation features Nadim Hajje, Director of Information Technology and Data Analytics for Omega World Travel and a recognized pioneer in travel technology. Access our webinar: Alexa, How are My SLAs Doing?

Travel 193

Travel Contact Center Innovation Analytics 193

Think Customers

FEBRUARY 13, 2024

Twelve months of toe-dipping and healthy scrutiny provided the launchpad to make some real moves with AI in the contact center, according to two customer experience experts on a recent webinar. We’ve learned enough now to move toward acting.” “Take that cost center and move it to a profit center.”

Contact Center 52

Contact Center Analytics Healthcare Trends 52

Calabrio

JUNE 16, 2016

Recently, I conducted a webinar with Ventana Research VP & Research Director, Richard Snow, to explore opportunities for improvement in customer engagement. At Calabrio, we believe the answer to this is investing in customer analytics. The post Building a Business Case for Customer Analytics appeared first on Calabrio.

Analytics 100

Analytics Customer Service Representative Contact Center Customer Engagement 100

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. The post Q&A From My Webinar: The Path To Journey Management appeared first on Kerry Bodine.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

NICE inContact

OCTOBER 7, 2019

Paul Jarman , NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series. After watching Paul’s video, you may want to learn more.

Self Service 138

Self Service Competitive Advantage Customer Experience Marketing 138

NICE inContact

AUGUST 1, 2019

It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Also, by concentrating on current customers, you can make the most of contact center interactions. What can you do when revenue targets keep increasing but your budget stays the same?

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

Vonage

MARCH 26, 2018

We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018. Consider the ways a customer comes into contact your brand, and the emotions that may influence or result from each interaction.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

NICE inContact

NOVEMBER 1, 2019

Access our webinar: Delivering True Operational Agility in Times of Crisis. million people every year, and its 60 Community Resource Advisors respond to more than 500,000 contacts annually. And best of all, their learnings can be applied to contact centers across many industries from retail to healthcare to financial services and more.

Management 136

Management Healthcare Contact Center Retail 136

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. You can still register to watch the replay.) Journeys & Journey Maps. What is the “right” level?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. The post Q&A From My Webinar: The Path To Journey Management appeared first on Kerry Bodine.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

NICE inContact

AUGUST 13, 2019

Is your contact center keeping up? How do cloud contact centers meet these digital-forward needs? Unified platforms of complete digital service management across contact center operations. You’ll discover how contact centers like yours are implementing omnichannel experiences that exceed expectations.

Contact Center 136

Contact Center Customer Service Omni-Channel Innovation 136