NICE inContact

AUGUST 20, 2019

That’s because all technology has a “shelf-life”. This is also true for call center systems. Why does technology have an expiration date? As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. How does all this impact your call center?

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

NICE inContact

OCTOBER 29, 2018

Case in point, I had an interesting conversation with a couple of millennials where I reflected on the tech I used in college (I am a “boomer”) – technologies like the first IBM PC, the DOS operating system, Lotus 123, “brick” cell phones, RPN calculators and the like. What does this have to do with contact centers?

Contact Center 120

Contact Center Contact Center Software Call Center Omni-Channel 120

Quadient

MAY 23, 2022

The company has perfected technology that speeds and simplifies the internal processes that ensure essential information gets to the right people at the right time with intelligent integration. Dick Bucci is Principal of Pelorus Associates where he specializes in contact center technologies. Dick Bucci. Customer Experience.

Contact Center 105

Contact Center Meeting Social Media Call Center 105

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

TechSee

DECEMBER 12, 2017

To enable this omnichannel experience, companies and customer service operations are integrating new technologies, and upgrading their existing ones. According to technology giant Cisco, video will account for 80% of all Internet traffic by 2019, up from 64% in 2014. With achievement comes challenges. Rise of video engagement.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

Talkdesk

MAY 22, 2020

I spoke to professionals in similar businesses that have implemented the same technology or process. I talked to other leaders in the call center and customer experience (CX) space to see if they had the same challenges as me and how they were solving them. White papers: What research already exists?

Contact Center 94

Contact Center Comparison Call Center Data 94

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Interactions

JANUARY 6, 2022

With the labor shortage, the continued pandemic, and the status quo of the contact center, 2022 is the year that technology will take the lead in customer conversations—even having the ability to automate tasks that once required human judgement.” Read our white paper to learn more. Mike Iacobucci, Interactions CEO.

Customer Experience 71

Customer Experience Contact Center eBook Interaction 71

Talkdesk

DECEMBER 10, 2020

Your stakeholders can include the project manager and sponsors, which could be your chief executive officer (CEO), chief information officer (CIO) or chief technology officer (CTO). 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

By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. Technology has made huge advances in recent years as the contact center has shifted from an unsightly but necessary business function to the cornerstone of customer experience.

Contact Center 100

Contact Center Self Service Analytics Omni-Channel 100

Customer Bliss

FEBRUARY 21, 2019

Serving at a frontline call center officer right out of college, Rekha has a lot of experience in customer service, which helped pave the way for her current success. She read a lot of white papers and webinars, research articles from CCXP and followed the competencies of CCXP assessment and looked at NPS and CSAT research.

Telecommunications 120

Telecommunications Company Culture NPS 120

Customer Bliss

FEBRUARY 21, 2019

Serving at a frontline call center officer right out of college, Rekha has a lot of experience in customer service, which helped pave the way for her current success. She read a lot of white papers and webinars, research articles from CCXP and followed the competencies of CCXP assessment and looked at NPS and CSAT research.

Telecommunications 111

Telecommunications Company Culture NPS 111

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. However, any technology tool requires time for operators to get familiar.

Training 71

Training Call Center Telecommunications Exercises 71

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

Talkdesk

JULY 25, 2016

Whether you’re a new recruit to call center work or a veteran who has always used on-premise solutions, the concept of VoIP can be a little confusing. Voice over Internet Protocol (VoIP), is a technology that allows you to make voice calls using a broadband Internet connection instead of a regular (or analog) phone line.

Call Center 40

Call Center Travel Connections Technology 40

Uniphore

DECEMBER 17, 2021

This is especially true given the increasing competition from more technology-savvy competitors and disruptive market entrants from non-healthcare sectors such as retail. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. 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

COPC

NOVEMBER 5, 2021

In this workshop, we learned that almost 2/3rds of attendees have over 25 percent of their contact center seats outsourced, while over 80 percent outsource to more than one provider. All participants’ outsourced call centers shifted to an immediate WFH model once the pandemic shutdown began in March 2020.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Uplight

NOVEMBER 27, 2017

Energy providers continue to digitize core aspects of customer service and operations, from web self-service and mobile to call centers and other support functions. However, new technologies and tools are helping utilities see past the complexities (glass half-empty) and grasp the potential opportunity (glass half-full).

Self Service 40

Self Service Customer Centricity Trends Call Center 40

LiveChat

NOVEMBER 16, 2018

Content may be of many different types – blog posts, videos, white papers, case studies, and more. Minimize Calls to Customer Service – Offer Alternatives. The contact center or call center is usually the most expensive cog in the customer service wheel for most companies. is definitely the blog post.

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45