InMoment XI
OCTOBER 5, 2023
A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. However, building an effective, consistent contact center experiences can be overwhelming.
InMoment XI
FEBRUARY 8, 2024
As you look to improve your business, consider contact center optimization. What is Contact Center Optimization? Contact center optimization refers to the process of improving the efficiency, effectiveness, and overall performance of a contact center.
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InMoment XI
OCTOBER 24, 2023
In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. Demystifying Contact Center Analytics: More than Just Numbers What are Contact Center Analytics? What Are Predictive Analytics?
Horizon CX
APRIL 3, 2023
And if that front-end automated experience isn’t handled effectively and frustrates the caller, they are more than apt to bite the head of the first real person they connect with. The best you can do for your customers is to play some type of recording, even if it is a melody that alerts them, they are still connected.
Speaker: Kate Nasser, The People Skills Coach™
Contact center agents are people and people can grow on their own BUT great collaborative coaching truly guides agents to connect authentically to customers better and better each time. Great collaborative coaching awakens and guides an agent’s ability and choices with customers in a wide range of situations.
BlueOcean
MARCH 13, 2023
Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. We’ve long been proponents of making transactional customer service low effort, for both customer and contact center. So let’s get into it. Those first three are what we’d expect.
NICE inContact
OCTOBER 14, 2020
Over the past 10 months, the pandemic has accelerated cloud contact center adoption, which is a win for consumers where expectations for exceptional customer experience (CX) continue to rise.
Speaker: Tony Medrano, CEO of RapportBoost.ai
Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers.
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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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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. Agent attrition and retention are connected to engagement and competence. They attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. But scripts have had a variety of issues.
Speaker: Tony Medrano, CEO of RapportBoost.ai
Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Join Tony Medrano, CEO of RapportBoost.ai
Speaker: Brian Morin & Helena Chen from SmartAction
Join us for this candid webinar as we discuss the impact of machine automation through the lens of history and what’s both different and similar this time around as it relates to the contact center. Key takeaways: Understand the nature of the 4th industrial revolution & the connection to contact centers.
Speaker: Rana Gujral, CEO at Behavioral Signals
But are your contact center practices able to grow with a customer’s experience? With automation, your contact center won’t just survive, it will thrive. In this webinar, you will learn: How AI can transform your contact center with real, actionable insights. 4th Edition State of the Connected Customer
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