Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. CX leaders need to present strong business cases for every step of their journey.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. The rate at which contact center technology has evolved accelerated during the pandemic years. She was blunt.

Contact Center 177

Contact Center Industry Average Handle Time First Call Resolution 177

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. What Is Contact Center AI? From there, use cases have evolved and rapidly expanded. As we write an email, AI is helping complete our thoughts and fixing typos.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Uniphore

JULY 30, 2021

We are poised to democratize AI and automation so that citizen developers can collaborate with developers and data scientists to make the world of CX better for everyone, with clicks not code. of businesses receive high NPS ratings though 81.9% How to Innovate Your CX In 3 Steps Using Advanced AI and Low Code Automation.

Innovation 246

Innovation Contact Center Average Handle Time NPS 246

Uniphore

JANUARY 4, 2022

Case Studies. The only platform that drives demonstrable and sustainable business value by automating, personalizing, and optimizing every conversation. Assist Agent co-pilot with real-time call transcription and AI guidance that automates after call work. White Papers. Infographics. Conversational AI. Emotion AI.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

Experience Investigators by 360Connext

APRIL 2, 2024

With the rapid spread of artificial intelligence, your team even has the power to automate many touchpoints and experiences (with a few notable pitfalls if you’re not careful). A touchpoint is any contact or interaction a customer has with your organization. And for good reason! But, what exactly is a touchpoint? What is a Touchpoint?

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Comm100

MAY 25, 2022

In the past few years, massive social changes have upset the business community. Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers. Redefining the Customer Agent Experience.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? When customers reach out to a call center, they often expect their issues to be resolved immediately. The industry benchmark for supervisor escalation is 10% or less .

Call Center 106

Call Center Management Contact Center Wait Times 106

NobelBiz

APRIL 23, 2024

A debt collection agency is a business that specializes in recovering unpaid debts on behalf of creditors. Initial Contact : The agency contacts the debtor to inform them about the debt and their intention to collect. Table of Contents What is a Debt Collection Agency and How does it Work? In the U.S.,

Omni-Channel 52

Omni-Channel Contact Center Customer Centricity Technology 52

Uniphore

JUNE 21, 2021

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. Automating the right processes can pay huge dividends — from error reduction to shorter call times — creating a measurably better customer experience (CX) and employee experience (EX). A faster ROI.

Contact Center 147

Contact Center Call Center ROI Tools 147

TechSee

JANUARY 29, 2024

LLMs in CX: Opportunities LLMs have become potent tools for enhancing customer experience (CX) through “smarter” automation. Their remarkable ability to understand and create natural human-like language should enable a new generation of conversational automation. Quality Assurance: LLMs are incredibly complex black boxes.

Contact Center 124

Contact Center Leadership Training Guidelines 124

Experience Investigators by 360Connext

APRIL 2, 2024

With the rapid spread of artificial intelligence, your team even has the power to automate many touchpoints and experiences (with a few notable pitfalls if you’re not careful). A touchpoint is any contact or interaction a customer has with your organization. And for good reason! But, what exactly is a touchpoint? What is a Touchpoint?

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

COPC

APRIL 1, 2024

Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. Contact Center Training: A Digital Leap Forward The way we train new hires at contact centers has changed drastically.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Comm100

OCTOBER 25, 2021

Today’s customers expect digital communication channels from the businesses that they connect with. It’s well documented that millennials hate phone calls , and to meet the needs of these customers, businesses are undergoing digital transformation to remain competitive. Business Goes Digital. Meeting Customer Demand.

Contact Center 212

Contact Center Knowledge Base Omni-Channel Chatbots 212

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. With Amazon Lex bots, you can use conversational AI capabilities to enable these capabilities within your call center.

Chatbots 92

Chatbots Self Service Omni-Channel Contact Center 92

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

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. One of the most impactful uses is how AI is transforming customer experience (CX).

Contact Center 75

Contact Center Management Effort Score Call Center 75

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. You’ve probably heard contact center system vendors touting their ability to provide real-time feeds of data. Look at the term “real-time feed.”

Data 264

Data Contact Center Multi-Channel System 264

Upstream Works

JUNE 9, 2022

After five years of providing what amounted to call center plumbing, we had really zeroed in on what call centers did and realized that the heart of a call center was and always will be the people that operate the phones. And in many, many cases, those people did not have a good life.

Contact Center 157

Contact Center Call Center Virtual Agent Omni-Channel 157

TechSee

DECEMBER 9, 2020

As industries digitize, more and more manual or routine repetitive activities can be automated – a phenomenon known as Robotic Process Automation (RPA). One area with tremendous potential for benefit is when enterprises implement contact center RPA. RPA in Contact Centers.

Contact Center 109

Contact Center Contact Center Workflow Case Study Tips 109

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Trends 78

Trends Contact Center Customer Journeys Touchpoint 78

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

NobelBiz

JANUARY 30, 2024

Are you struggling with overcoming Call Blocking for your Call Center Business? It’s clear by now that maintaining uninterrupted channels for outbound calling is vital for any business that is aiming to grow, especially call centers. Inevitably, call center blockage significantly impacts customer experience.

Call Center 104

Call Center Telecommunications Contact Center Self Service 104

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. Ebook | Call Labeling and Blocking for Contact Centers Compliance and Regulation The regulations in the SMS world are ever-changing. Contact centers should ensure that customers explicitly opt-in to receive SMS messages.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Strategy 90

Strategy Contact Center Multi-Channel Social Media 90

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. The devil’s in the detail, or in this case, the sentiment, when it comes to analyzing customer interactions and extracting meaningful insights.

Analysis 82

Analysis Contact Center Effort Score How To 82

Uniphore

JUNE 7, 2021

One of the most hyped new trends in the contact center is agent assist software. Nearly half of the respondents (46%) reported most often using the software to automate tasks and reduce average handle time. For those still holding out, the primary concern was the business case for the technology.

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. To remain competitive in the fight for customer service supremacy, many organizations now rely on automation and artificial intelligence (AI) in customer service. What is the state of automated customer service in 2023? What does automation in customer service look like?

Customer Service 203

Customer Service Self Service Chatbots Healthcare 203

NICE inContact

SEPTEMBER 25, 2019

Artificial intelligence is one of the hottest topics today and nearly every C-level executive is eager to understand how AI will transform their business. Contact centers are no exceptions. Contact center execs are keen on leveraging AI for the right use cases and the one team they rely heavily is IT.

Contact Center 136

Contact Center Self Service Guidelines Chatbots 136

Playvox

FEBRUARY 1, 2024

As a contact center leader, there’s no question you’re at the heart of the conversation. In an omnichannel contact center , that may include email, text, chat, social, voice-based interactions, and more. Decoding customer sentiment to get to the key insights it brings is a critical tool for businesses.

Contact Center 93

Contact Center Analysis Measurement Social Media 93

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Workflow Automation. In 2023, it will become table stakes.

Virtual Agent 78

Virtual Agent Trends Self Service Customer Experience 78

Calabrio

AUGUST 10, 2020

s largest and most reputable debt settlement companies, Sharon manages a 14-person WFM team responsible for 1,500 agents across three contact centers who handle more than 300,000 interactions per month. Continues Sharon, “NDR didn’t have official scheduling for its contact center agents before we implemented workforce planning.

Contact Center 243

Contact Center Self Service Meeting Training 243

Magellan Solutions

FEBRUARY 26, 2024

Artificial intelligence (AI) in call centers can enable customer service professionals to focus on essential tasks, as 78% of them stated. The collaboration between AI and call centers is reshaping the customer service paradigm. It has led call centers to explore the benefits of AI. How does AI advance call centers?

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

Call Center 98

Call Center Software Contact Center Software Contact Center 98