NICE inContact

AUGUST 6, 2019

1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. Some specific examples are: A customer calls the contact center with a billing issue.

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NICE inContact

AUGUST 6, 2019

1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. Some specific examples are: A customer calls the contact center with a billing issue.

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Self Service Omni-Channel Contact Center Fashion 136

Verint

APRIL 2, 2018

What would happen if self-service were more accessible, easier to use, and capable of resolving considerably more complex issues without escalating to an agent? Artificial Intelligence has the potential to redefine what’s possible in self-service. AI is exciting and has tremendous potential. Learn From Others.

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Verint

DECEMBER 18, 2017

Like just about everything else, the self-service channel will experience significant change in the next few years—potentially more than it has in decades. What will happen to the classic IVR?

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Self Service Innovation Customer Engagement Engagement 24

Verint

APRIL 26, 2018

Organizations that employ healthy community support environments see far more benefits than just ‘call deflection’ for the contact center. Many major support organizations, such as Apple, use communities as the primary way in which users can get support. Communities: Where The Action Is.

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Self Service Contact Center Innovation Interaction 37

Talkdesk

JUNE 14, 2019

When it comes to retaining your agents, you need to first make sure that the call center talent you hire is the right fit for the role, equipped with the right skills, experience, personality and temperament. Handling those customer frustrations day in and day out can take a toll if you don’t have thick skin.

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Tips Self Service Call Center Metrics 78

VDS

SEPTEMBER 17, 2020

The idea is to let technology handle mundane tasks, nuisance calls, and authentication, so your agents can focus on everything else. The beauty of these technologies is they typically work across all contact center solutions with API integration. More, customers want seamless, effortless experiences. Virtual Hold.

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Eptica

OCTOBER 9, 2019

The right technology The past 15 years have seen telephone-based call centers grow and expand to become multichannel contact centres , handling a growing volume of interactions across a widening number of channels.

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Customer Service Self Service Contact Center Customer Centricity 60

Integrity Solutions

SEPTEMBER 28, 2023

In This Post You Will Learn: What Does Customer Service Mean? The Impact Of A Customer Service Culture Enhancing Customer Service With A Sales Mindset Importance Of A Customer Service Strategy The Customer Experience Journey Contact Center Training Integrity Service® Customer Service Training What Does Customer Service Mean?

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ShepHyken

MARCH 21, 2022

And today, meeting the bare minimum customer service expectations will not make the cut. My Comment: Here are five excellent ideas/tips to improve your company’s customer experience. How Retailers Can Improve Their Customer Retention Rates Through UGC by Adam Dornbusch. Sometimes common sense makes the most sense!

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ShepHyken

JANUARY 22, 2023

This is followed by three trends from the Salesforce State of Service research and five takeaways. 6 Contact Centre Initiatives You Can’t Ignore by Call Centre Helper (Call Centre Helper) Here are some of the top initiatives contact centre managers need to be keeping a close eye on, to avoid their operations being left behind.

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Customer Service Self Service Contact Center Loyalty 48

Comm100

DECEMBER 11, 2017

Having an organizational framework that is aligned with customer experience is important because all the employees have to chip in. Knowing your customer allows you to select the best communication channels to use for better CX. Here are 10 first steps to improve your customer experience. Customer-Focused Culture.

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Verint

APRIL 9, 2018

Channel Proliferation: As customers communicate with organizations on a growing number of channels, it’s critical to supply a single source of the truth, so that employees can provide consistent answers to customer questions across phone, email, chat, SMS and social media.

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Verint

JANUARY 17, 2018

Here are a couple of automation innovation examples powered by Next IT: At Alaska Airlines , the " Ask Jenn" intelligent virtual assistant (IVA) provides customers and Alaska Airlines employees an efficient and modern self-service experience.

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Self Service Innovation Airlines Competitive Advantage 36

Verint

SEPTEMBER 1, 2017

You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business.

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Verint

MARCH 19, 2018

Successful communities used for Intelligent Self-Service, to answer questions and solve problems, are made up of members that know the rules, are motivated to achieve the goals, and are willing to help. Successful communities used for Intelligent Self-Service are neither hierarchical nor rigid.

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Self Service Gamification Contact Center Exercises 33

Verint

AUGUST 16, 2017

A good conversation with a customer can quickly be undone by a poor transaction conducted in the back office. Digital transformation has traditionally centered on customer-facing parts of the organization—the contact center, online self-service, mobile apps, etc.—but but that is changing.

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Self Service Contact Center Customer Satisfaction Customer Journeys 38

Verint

OCTOBER 24, 2017

After all, John’s issue was resolved and he didn’t need to call your contact center. If John later contacts the service organization, they will have no previous knowledge of this issue and the actions that were taken, so John will have to repeat this information before he can get help.

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Verint

OCTOBER 11, 2017

Similarly, rare or unusual issues may not have occurred often enough for the contact center to be aware of them, so answers may only exist in the online community. Provide engaging self-service. When you put social and structured knowledge together, you have the pieces to make an excellent self-service experience.

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Clarabridge

MAY 10, 2018

After a look at how we got here, CEO Mark Bishof took the stage to discuss why customer insights really matter and what value they present to business. From Customer-Focused to Customer-Led at USA TODAY. that a customer calls to tell you how great your product or service is, right?

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Omni-Channel Self Service Chatbots Ecommerce 40

Verint

JANUARY 19, 2018

Optimizing the workforce and customers: Transforming the employee experience and offering staff the flexibility, transparency, motivation, mobility and empowerment they crave.

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Self Service Engagement Conference Customer Satisfaction 35

ShepHyken

JANUARY 23, 2023

This is followed by three trends from the Salesforce State of Service research and five takeaways. 6 Contact Centre Initiatives You Can’t Ignore by Call Centre Helper (Call Centre Helper) Here are some of the top initiatives contact centre managers need to be keeping a close eye on, to avoid their operations being left behind.

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Customer Service Self Service Contact Center Loyalty 13

Verint

MAY 1, 2018

CRMXchange Roundtable: Digital Customer Service—IVR, Chat, SMS and VA. Jen Snell, VP, product marketing, will serve as a panelist and speak on such popular digital and self-service topics as virtual assistants, SMS, chat and the modern IVR. May 10; Online Webinar. Attendees of this online, interactive roundtable at 2 p.m.

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Self Service Customer Engagement Engagement Omni-Channel 22

West Monroe

SEPTEMBER 21, 2017

First Contact Resolution (FCR) is definitely a buzzword for any customer-focused organization. We place a high value on being able to give our customers exactly what they need the first time the y need it. It’s the unicorn of Customer Experience metrics. Share your success with your organization and customers.

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Self Service Metrics Measurement Customer Satisfaction 40

Verint

OCTOBER 10, 2017

Often, it’s the trivial things that drive customers off the satisfaction highway into dead ends and roundabouts, such as complex self-service menus and confusing billing statements. This can include outtakes from your speech, text and/or social analytics. A common example is the requirement for personal authentication.

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Customer Journeys Customer Engagement Self Service Engagement 28

Thematic

MARCH 29, 2020

In Part 4, you’ll learn how to build a product feedback loop that enables your stakeholders, managers and executives to make customer-focused decisions. Contact centers, support & complaints. Customer feedback also helps create more scalable operations. Do not forget to close the loop with the customers!

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Verint

MAY 16, 2017

Much attention is paid to the quality of contact center technology and memorable customer experiences to help develop long-term customers. However, it’s also important not to lose sight of one of the fundamental building blocks of customer service success: the engagement and productivity of your agents.

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Verint

APRIL 23, 2018

The $695 conference rate has been extended through April 27, so register today to secure your spot—and to sign up for a free subscription to Contact Center Pipeline ! Just download the conference justification memo that you can easily customize. There’s still time to register!

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Engagement Conference Contact Center Hotels 31

Verint

FEBRUARY 6, 2017

Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights.

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Analytics Contact Center Technology Management 20

Verint

OCTOBER 30, 2017

Top 5 Best Practices for Extending WFO Beyond the Contact Center. The contact center is often just the start of the customer’s journey. November 9; Online Webinar. Verint’s Craig Seebach, vice president, workforce optimization strategy, will present this content at 11 a.m. November 15; Online Webinar.

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Self Service Contact Center Engagement Groups 6

Verint

FEBRUARY 21, 2018

It’s the Verint Engage global customer conference, and registration is underway for this year’s event at the Sheraton Dallas Hotel May 14 – 17. Inspiration. Professional growth. Networking. There’s a single event that can help you with all of these—and help you better leverage your Verint solutions, to boot.

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Verint

APRIL 24, 2018

Engage18: On The Inside. Most parents would agree that the average four- to five-year-old has a mind filled with questions. They aren’t afraid to ‘let them loose,’ as the saying goes. Most children are also not afraid to get involved in activities.

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Verint

APRIL 17, 2018

Engage18: On The Inside. It stands 30 feet high. At night, the massive 72 white pre-cast columns provide the mind’s eye with the creative illusion that they’re floating, seemingly, on nothing but the light that supports them. It came into existence, June 24, 1970, with one purpose. To pay tribute to a man. A President.

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Verint

MAY 1, 2018

It is home to coffee cafés, restaurants, visual arts centers and a wide range of performing arts centers, including the AT&T Performing Arts Center and the Dallas Opera. Engage18: On The Inside. The Dallas Arts District. The Dallas Arts District is considered to be the largest thriving urban arts district in the nation.

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Conference Culture Self Service Engagement 24

Verint

MARCH 29, 2018

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Shawn Achor, founder, GoodThink, Inc.

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Engagement Conference Hotels Innovation 23

Verint

FEBRUARY 13, 2018

Engaging customers is no different. It’s the year when your approach to customer engagement can begin a monumental shift—in both process and technology—thanks to expanding innovation and the first waves of touted success using it. The world is full of old and new—few of us go through day-to-day life the same way we did ten years ago.

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Customer Engagement Engagement Tips Innovation 24