Call Center Contact Center Customer Care Employee Experience 
InMoment XI
OCTOBER 5, 2023
A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. However, building an effective, consistent contact center experiences can be overwhelming.
Call Experts
FEBRUARY 12, 2020
Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key 2020 Trends: Cloud Contact Centers.
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COPC
NOVEMBER 5, 2021
These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. Virtual hiring, training, onboarding and employee experience obstacles. WFH Insights.
TechSee
SEPTEMBER 3, 2019
As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations.
Think Customers
JULY 2, 2019
Customer Contact Week—a conference focused on customer experience and customer care technology and trends—recently celebrated its 20th anniversary in Las Vegas. So, how has the customer experience evolved in the past two decades? And Customer Contact Week was known as Call Center Week.
Interactions
JUNE 18, 2020
Improving agent experience not only benefits agents, but also your customers and your business. According to Accenture, companies with great employee experiences still outperform the S&P 500 by 122%. Therefore, it should be a big focus in the contact center. What is agent experience?
Think Customers
SEPTEMBER 21, 2022
On one hand, they’re looking to provide customers with excellent service while providing omnichannel engagement in customers’ preferred channels. These opposing criteria can strain contact center operations and effect their ability to provide customer service at the desired level. Many end up leaving their jobs.
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