Uniphore

OCTOBER 21, 2021

Uniphore’s integrated Conversational Automation (CA) platform now combines Conversational AI, workflow automation, Robotic Process Automation (RPA), low-code/no-code capabilities and a business friendly UX to transform and democratize customer experiences. PALO ALTO, Calif. , Superior Business User Friendly UX.

Self Service 189

Self Service Contact Center Virtual Agent Call Flow 189

NICE inContact

AUGUST 2, 2019

We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth. 1) Live Chat.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

CX Accelerator

JULY 1, 2020

Digital First Mentality. Now: I order online through a delivery service or schedule a pick-up. Now: I have to call when I arrive to see if I can enter the waiting room and I am required to wear a mask during the appointment. Now: Schedule online meetings. Now: My wife cuts my hair! Restaurants must now deliver.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

Calabrio

DECEMBER 18, 2020

I can see all obstacles in my way,” sang Johnny Nash* in his signature hit “I Can See Clearly Now.” This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions. Analytics are Driving the Data-Driven Approach.

Contact Center 162

Contact Center Leadership Self Service Analytics 162

NICE inContact

AUGUST 13, 2019

Digital-first customer service is no longer a nice option or a fun perk. Is your contact center keeping up? Without a digital customer service strategy, your customer is on the receiving end of a busy signal, or a phone left off the hook. How do cloud contact centers meet these digital-forward needs?

Contact Center 136

Contact Center Customer Service Omni-Channel Innovation 136

NICE inContact

JULY 2, 2019

Digital customer service and business both move at the speed of now. This is why digital customer service is such a good fit for business and why integration needs to be seamless. It’s all about increasing efficiency in the contact center. Plan for future growth and chart how much you expect demand to increase.

Customer Service 152

Customer Service Contact Center Omni-Channel Call Center 152

Comm100

NOVEMBER 15, 2022

With the development of technology, today’s consumers now expect brands to offer the very best support. Contact centres are recognizing the restraints of telephone support and incorporating digital channels as they look to digitalize their operations. What does a digital communication strategy offer that telephone cannot?

Strategy 131

Strategy Omni-Channel Contact Center Chatbots 131

NICE inContact

AUGUST 1, 2019

It is time to modernize your contact center. Your current software is showing its age, unable to keep up with customer expectations or add new capabilities like digital channels (like SMS or WhatsApp) or artificial intelligence (AI). Watch Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center now.

Contact Center Software 138

Contact Center Software Contact Center Software Call Center 138

Calabrio

DECEMBER 18, 2020

I can see all obstacles in my way,” sang Johnny Nash* in his signature hit “I Can See Clearly Now.” This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions. Analytics are Driving the Data-Driven Approach.

Contact Center 130

Contact Center Leadership Self Service Analytics 130

NICE inContact

NOVEMBER 20, 2017

Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon. The advantages of IVRs for call centers are well known. In case you wondered: IVR and voice portal are similar, but not the same.

Self Service 241

Self Service Interaction Multi-Channel Contact Center 241

NICE inContact

SEPTEMBER 17, 2019

I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform. Stop paying for expensive, time-consuming upgrades and stop using a variety of vendors to piece together a workable solution in your contact center. future proof your investment).

Call Center 137

Call Center Contact Center Software Technology 137

Upstream Works

JANUARY 25, 2022

For contact centers, digital transformation has surpassed buzzword status. CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace. But how can contact centers respond? But how can contact centers respond?

Innovation 78

Innovation Contact Center Omni-Channel Self Service 78

NICE inContact

AUGUST 2, 2019

We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth. 1) Live Chat.

Technology 120

Technology Customer Service Omni-Channel Self Service 120

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Many have turned to digital channels in an attempt to find a solution, but have discovered to their cost that automation alone doesn’t hold the answers.

Contact Center 82

Contact Center Competitive Advantage Employee Engagement Engagement 82

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. A plethora of data are now available.

Contact Center 75

Contact Center Management Effort Score Call Center 75

Vonage

FEBRUARY 23, 2017

In the digital age, prices and products are easily imitated. Today’s always connected consumers expect to enjoy a seamless experience across every retail touchpoint, both digital and in-store. The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

NICE inContact

MARCH 18, 2019

According to Mark Smith, CEO and Chief Research Officer at Ventana Research, over two thirds of organizations today, and in the future, indicate customer experience as their top way to compete for customers. If you manage a call center, now is the time to start laying claim to your share of those dollars going to R&D and marketing!

Call Center 149

Call Center Contact Center Airlines Social Media 149

Optimove

MARCH 26, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2024 served as more than just a conference; it was a place for inspiration, collaboration, and transformation in the realm of marketing. Discover which level you are on and how you can move up.

Connections 64

Connections CRM Conference Touchpoint 64

NICE inContact

OCTOBER 10, 2019

Most brands now think about customer experience as a series of individual exchanges when a customer purchases and/or complains. And I would always choose my favorite flavor: mint chocolate chip. The combination of tangy mint and the deep sweetness of chocolate gets me every time. Am I a creature of habit? The statistics behind the emotions.

Customer Retention 175

Customer Retention Customer Experience Contact Center Customers 175

Upstream Works

JANUARY 5, 2022

As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022.

Strategy 78

Strategy Contact Center Chatbots Trends 78

TechSee

JUNE 10, 2021

Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. In addition, Gartner reports that field service teams have created new triage and digital service support roles for senior field technicians who no longer want to work in the field. Yes, they cost a lot.

Self Service 207

Self Service Innovation Analytics Transportation 207

Upstream Works

JANUARY 26, 2021

2020 brought a lot of changes to organizations and contact centers all over the world. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. The Accelerated Need for Digital CX in 2021. New Drivers of CX Success.

Self Service 78

Self Service Contact Center Omni-Channel Innovation 78

Comm100

MARCH 2, 2022

However, to do so in today’s digital-first world, traditional communication is no longer enough. This blog will explain why credit unions must adopt digital support channels to deliver the member engagement that their current and future members expect, and how to do it smoothly and cost-effectively. Table of contents.

Engagement 130

Engagement How To Chatbots Omni-Channel 130

NICE inContact

JUNE 27, 2018

The topic of the third webinar was Orchestrating Immersive CX in Your Contact Center. The influence of digital native companies like Amazon, Netflix, Uber and AirBnB has spread to just about every business. I was privileged to be the third at bat as part of a NICE inContact webinar series this month.

Customer Experience 120

Customer Experience Contact Center Omni-Channel Social Media 120

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. Do this time after time, and you’re now forming a relationship. The right contact center technology for a SCV. Let’s start connecting some dots.

Customer Service 90

Customer Service Contact Center Self Service Call Center Solutions 90

NICE inContact

SEPTEMBER 27, 2019

Think about it: we’ve witnessed vast improvements in digital customer service technology like artificial intelligence (AI) and live chat, both of which are certain to continue evolving. Many companies recognized the importance of digital customer service and CX as key differentiators. That word “consistent” is key.

CRM 138

CRM Contact Center Return on Investment Call Center 138

Blake Morgan

DECEMBER 8, 2022

We’ve all faced challenges, change, and uncertainty over the last few years and learned that customer experience is more important now than ever. Automating contact centers and warehouses reduces the need for human workers without sacrificing customer experience. As we head into 2023, companies face a difficult crossroads.

Trends 122

Trends Self Service Customer Experience Insurance 122

Comm100

DECEMBER 13, 2021

In our digital-first world, live chat serves as the perfect solution to achieve this. In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights.

Banking 130

Banking Financial e-support Wait Times 130

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Here are five routing rules that companies can use to take full advantage of digital omnichannel engagement: 1. And the secret tool behind all of this is omnichannel routing.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. In This Article: Preliminary Steps 1.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Beyond Philosophy

JANUARY 12, 2022

” Now, in 2021, this quote couldn’t be any more pertinent than it was nearly 25 years ago. Research reveals that once loyal customers switch brands, retailers, and stores now. I participated in a panel discussion on helping retailers and wholesalers find better ways to improve the digital Customer Experience.

Strategy 139

Strategy Retail Contact Center Customers 139

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service.

Contact Center 104

Contact Center Self Service Contact Center Software Virtual Agent 104

GetFeedback

JULY 23, 2018

This is a guest post by Tom O’Brien, Director of Digital Marketing at TimeTrade. Retail is changing in 2018. What’s key? Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. What is a customer journey map?

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

Lithium

SEPTEMBER 29, 2022

Check out this audio version of our blog, also found on your favorite podcast platform! The digital world is no stranger to crisis It started with the.com bubble, Y2K, and any number of brand social faux pas. Some of the lowest rated NPS score across digital care, the longest TAR, and the poorest agent health.

Airlines 52

Airlines Self Service Effort Score NPS 52

NICE inContact

NOVEMBER 20, 2017

Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon. The advantages of IVRs for call centers are well known. Optimize Routing. Don’t “Hide” Behind Your IVR.

Self Service 120

Self Service Interaction Multi-Channel Contact Center 120

Beyond Philosophy

AUGUST 17, 2023

For example, if a call comes into the call center, it’s not a standalone moment; the interaction is part of a more extensive relationship. Many years ago, I read a book that changed my life, The Experience Economy by Joe Pine, founder of Strategic Horizons. ” Pine thinks people should value the time they spend with you.

Self Service 78

Self Service Hospitality Video Customers 78

OpinionLab

AUGUST 29, 2017

Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. So, according to our survey, around 4 in 5 want direct person contact, 3 in 4 expect a phone number on your website and more than 6 in 10 think they get better service in-person. And with little wonder.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166