UJET

DECEMBER 17, 2020

When paired with an intelligent contact center platform to “recognize” repeat digital visitors, NLP can offer personalized greetings. Imagine that a customer who is in a hurry calls into your contact center. Let’s say a customer gives their account number and birthdate to validate a customer service call.

Examples 72

Examples Virtual Agent Self Service Chatbots 72

UJET

DECEMBER 17, 2020

When paired with an intelligent contact center platform to “recognize” repeat digital visitors, NLP can offer personalized greetings. Imagine that a customer who is in a hurry calls into your contact center. Let’s say a customer gives their account number and birthdate to validate a customer service call.

Examples 72

Examples Virtual Agent Self Service Chatbots 72

Kustomer

APRIL 29, 2021

To learn more about recording customer calls and capitalizing the data, check out the Customer Service Secrets podcast episode below, and be sure to subscribe for new episodes each Thursday. Listen Now: Listen to “Call Recordings Are the Secret to Better Customer Support | With Steve Richard” on Spreaker.

Call Recording 98

Call Recording Omni-Channel Data Customers 98

CSM Magazine

OCTOBER 30, 2019

CX has also totally revolutionized the way front-line operations such as contact centers measure their success, switching from the number of calls answered and how quickly to how well do we understand customers? Data is central to success when it comes to creating dynamic CX and actionable strategic business intelligence.

Customer Experience 40

Customer Experience Self Service Contact Center Average Handle Time 40

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Talkdesk

NOVEMBER 25, 2020

To meet the demand, businesses will need to scale their technology and their people. Here are three tips on how to scale your contact center for the seasonal rush. When the call is over, Talkdesk automatically populates the call recording and data into the customer’s activity feed. But how can they do it?

Contact Center 101

Contact Center Self Service Tips Ecommerce 101

Talkdesk

MAY 6, 2020

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs. One “throat to choke” for all service issues.

Contact Center 80

Contact Center Self Service Competitive Advantage CRM 80

NobelBiz

APRIL 27, 2021

As a result, engaging in contact center solutions and technologies yields significant returns for companies. How can a contact center solution enhance customer loyalty? Understanding Customer Loyalty Customer retention is described as a contact center’s ability to keep its customers over time.

Contact Center 52

Contact Center Loyalty Net Promoter Score Multi-Channel 52

NobelBiz

JULY 25, 2023

Christian Montes, Executive Vice President of Client Operations @NobelBiz The Multifaceted Channels of Interaction In a contact center, customer interactions unfold across a myriad of channels, each holding a unique treasure trove of insights.

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

MAY 24, 2021

The difference between on-premise vs. cloud contact center is a topic that has become increasingly prominent in the industry. In fact, an organization debating whether to use a cloud service or an on-premise solution must first assess its true needs. What are the types of call center technologies?

Contact Center 52

Contact Center Call Center Software Virtual Agent 52

Upstream Works

DECEMBER 11, 2018

We’re seeing greater interest and adoption of Artificial Intelligence (AI) in our customers’ contact centers, including the use of bots to support the popularity of chat as a channel option and a surge in self-service. Not surprisingly, along with an increase in chat is an increase in self-service overall.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

CSM Magazine

AUGUST 4, 2021

Eric Head, VP of Experience Leadership at Verint explores new opportunities to provide excellent customer service. Changing behaviors meant banks had to adapt quickly to meet new customer service needs. These shifts in behavior represent huge potential savings when self-service works effectively.

Banking 52

Banking Self Service Customer Experience Contact Center 52

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

UJET

MAY 19, 2020

While it might not be possible to review them all, knowing the information exists and linking it can assist in an agent’s own self-service problem-solving skills. Call Recording, Monitoring, and Reporting. When agents are training, supervisors should record calls to check and review the interactions.

Training 82

Training How To Self Service Video 82

UJET

MAY 19, 2020

While it might not be possible to review them all, knowing the information exists and linking it can assist in an agent’s own self-service problem-solving skills. Call Recording, Monitoring, and Reporting. When agents are training, supervisors should record calls to check and review the interactions.

Training 72

Training How To Self Service Video 72

Kustomer

JANUARY 14, 2021

Yeah, so I grew up in the outsource contact center space. So, that’s where I really got my start in sales working for a startup that was a call recording software for enterprise contact centers. I love your first line, which is you got to meet the customer where they are. Tell us a little more.

Omni-Channel 81

Omni-Channel How To Multi-Channel Contact Center 81

Avaya

MAY 20, 2019

Call recording? 1 in the global contact center systems market and Verint a recognized global leader in Workforce Engagement ). Organically improve by meeting customers where they are across the customer journey. When thinking about Workforce Engagement , what comes to mind? Quality Management? Workforce Management?

Self Service 11

Self Service Net Promoter Score Strategy Marketing 11

Natalie Petouhof

SEPTEMBER 26, 2016

A GLOBAL COMMUNICATION SOLUTIONS AND SERVICES COMPANY. He found that the best way to meet the needs of workers in the modern enterprise was using cloud technology. While moving to Dialpad, the company was also able to shift a portion of its traditional help desk activity to a self-service and community-supported model.

System 40

System Communication Tools ROI 40