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Using Omnichannel Contact Center to Drive Customer Satisfaction

InMoment XI

Contact centers are not new by any means. As a matter of fact, the first employed call center agents date back to the 1950s. But, these agents only made and received phone calls. It wasn’t until the turn of the century that these call centers evolved into multichannel contact centers.

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Social Media Study: Stress Hurts Call Center Employees and the Customer Experience

Uniphore

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. For press inquiries, contact Drew Pizzini at dpizzini@jacada.com. Register Now.

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What Is Call Center Reporting & How Does It Work?

NobelBiz

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

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10 RPA Implementation Best Practices to Automate Your Contact Center

Uniphore

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). Fewer security concerns.

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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.

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Contact Center Wrap-Up—Where the Rubber Meets the Road

Quadient

Contact Center Wrap-Up—Where the Rubber Meets the Road. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

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Performance Management and the Power of Positive Psychology in the Contact Center

NICE inContact

For contact center agents, it sometimes feels like either the workday drags on or it flies by with a flash. So, let’s breakdown “flow” into a few tactical strategies that can be used in a modern call center utilizing performance management software. Set your agents up for success by having them document their goals.