Calabrio

APRIL 27, 2017

We all want to feel valued when we come to work, and this is especially true for call center agents. Your agents may work one interaction to the next, but when it comes to their careers, they are looking at the big picture. Download this white paper to learn more about changing workforce challenges in the contact center.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

Calabrio

APRIL 27, 2017

We all want to feel valued when we come to work, and this is especially true for call center agents. Your agents may work one interaction to the next, but when it comes to their careers, they are looking at the big picture. Download this white paper to learn more about changing workforce challenges in the contact center.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Calabrio

APRIL 27, 2017

We all want to feel valued when we come to work, and this is especially true for call center agents. Your agents may work one interaction to the next, but when it comes to their careers, they are looking at the big picture. Download this white paper to learn more about changing workforce challenges in the contact center.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Talkdesk

DECEMBER 10, 2020

Determine CX maturity priorities Deploying a digital transformation strategy will affect the channels, processes and people by which your customers interact with your brand. Delaying the modernization of your call center can impact various aspects of your brand, including revenue, customer loyalty and retention and more.

Contact Center 115

Contact Center How To Transportation Roadmap 115

Calabrio

JULY 29, 2016

Analytics technology has reshaped the contact center space, and organizations that have embraced it to improve the quality of customer interactions are gaining the upper hand competitively. Here are three ways your call center can improve quality assurance through analytics. What does the agent do after a call ends?

Contact Center 100

Contact Center Self Service Analytics Omni-Channel 100

Calabrio

JUNE 13, 2017

Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part.

Self Service 100

Self Service Contact Center Call Center Training 100

Calabrio

JUNE 13, 2017

Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part.

Self Service 100

Self Service Contact Center Call Center Training 100

Calabrio

JUNE 13, 2017

Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part.

Self Service 100

Self Service Contact Center Call Center Training 100

Magellan Solutions

JULY 28, 2021

Philippines Outbound Call Center Creates Effective Script to Interact with Your B2B Clients. When your agent performs a cold call to your potential clients, they only have 3 to 5 seconds to catch their attention. White Papers. Partner Now with the Best Telemarketing Call Center Philippines for SMEs!

B2B 52

B2B Call Center Social Media Omni-Channel 52

COPC

OCTOBER 13, 2021

To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management. However, respondents shared that 83% of outsourced contact centers now had WFH staff after the pandemic. Realization of a new cost structure and the impact on our previous structured pricing components.

Contact Center 52

Contact Center Call Center Training Management 52

Uniphore

DECEMBER 17, 2021

healthcare market must continue to transform how they interact with consumers if they want to succeed. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. Automated after-call work. Post-interaction analytics. This means that the more than 900 payers 1 in the current U.S.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

RapportBoost

NOVEMBER 15, 2018

For starters, the emphasis for call centers and customer service teams to employ “omnichannel” solutions took center stage. These initiatives will soon find their way into the priorities of most call center and customer experience strategies. That means more than just pointing the customer to a white paper.

Training 71

Training Call Center Telecommunications Exercises 71

Comm100

APRIL 8, 2016

“Everyone has to be able to work in a call center.” Jeff Bezos himself works the call center periodically to refresh his customer service skills. In the Harvard Business Review interview when asked if he also had to be able to work the call center, he said, “Oh, yeah.

Customer Service 105

Customer Service Social Media Call Center Multi-Channel 105

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. This significant shift to non-voice interactions presents an excellent opportunity to improve agent training and update chat-specific KPIs. Did you know COPC Inc.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Magellan Solutions

APRIL 8, 2021

White papers . Unlike other channels, you control how you interact with leads. These buyers encounter 13 content pieces before purchasing. Content ranges from: Videos . Blog posts. Customer testimonials . Software reviews . Analyst reports. Email Marketing.

B2B 52

B2B Strategy Social Media Advertising 52

Magellan Solutions

MARCH 17, 2021

White papers . Unlike other channels, you control how you interact with leads. These buyers encounter 13 content pieces before purchasing. Content ranges from: Videos . Blog posts. Customer testimonials . Software reviews . Analyst reports. Email Marketing.

B2B 52

B2B Social Media Advertising Sales 52

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

Self Service 60

Self Service Exercises Analysis Call Center 60

TechSee

DECEMBER 12, 2017

Considering that contact centers today hold immense repositories of customer data, processing this information is no simple feat. Every interaction, touchpoint and communication is captured and stored, and how a contact center handles its data is critical to its success. One of biggest challenges is handling data.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

Bold360

DECEMBER 4, 2016

So how can customer support centers within the travel industry better plan for the 2016 holiday season? The practical guide: The following tips will ensure this year’s holiday call center costs and handle times sink to an all-time low, while customer satisfaction ratings soar to an all new high: 1. Plan ahead of time.

Omni-Channel 40

Omni-Channel Travel Call Center Self Service 40

NICE inContact

NOVEMBER 9, 2018

Here are some of the things we learned: Nearly half of all inbound contact center interactions are for the purposes of asking for help. Only about a third of consumers are happy with their last interaction. Most interactions occur over the phone. Working in a contact center is tough. Empower your Agents.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Comm100

OCTOBER 11, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. When your customers aren’t calling in, your company is saving time and money. According to McKinsey , handling an inbound telephone call typically costs a company $6 to $8, whereas an interaction using social media costs less than a dollar.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

Interactions

JANUARY 6, 2022

At Interactions, we have been working in AI in CX for nearly two decades and have witnessed this firsthand as business goals and consumer habits change. Mike Iacobucci, Interactions CEO. We asked our Interactions experts to share their predictions. Read our white paper to learn more. Read our blog to see how.

Customer Experience 71

Customer Experience Contact Center eBook Interaction 71