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Mastering Escalation Management: Harnessing Tech in Modern Call Centers

NobelBiz

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

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Meaning Teams up with Five9 Enabling Seamless Conversations and Improved Contact Center CX

CSM Magazine

By prioritizing understandability, customers experience improvements in key contact center metrics including average handle time, first call resolution, sales conversion, and churn. About Meaning Meaning is the real-time voice harmonization platform reimagining conversation.

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Hyper Efficiency: The Next Frontier in Contact Center Operations Management

NobelBiz

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

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The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)

Experience Investigators by 360Connext

Let’s look at the common CX metrics to understand how they are helpful, as well as explore why an abundance of data can sometimes be an innovation blocker. Let’s look at the common CX metrics to understand how they are helpful, as well as explore why an abundance of data can sometimes be an innovation blocker.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI. If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot.

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Insights on the Value of Conversational Automation

Uniphore

Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI) by promoting innovation, boosting agent productivity, and increasing customer satisfaction. Uniphore and Tech Mahindra Partnership.

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Improve Service Efficiency by Boosting Adoption

TechSee

In this post, we will explore the impact of economic inflation, and five best practices for improving performance by driving adoption of the technology innovations leaders have already made in order to boost service efficiency. Every executive in this closed forum shared that due to economic uncertainty, efficiency is their leading concern.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.