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Why the Contact Center Experience Is So Important

InMoment XI

The contact center experience can make or break your customer’s overall experience with your organization. What Is a Contact Center Experience? Why is the Contact Center Experience Important? The contact center experience is a crucial part of the overall customer journey.

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How to Improve the Contact Center Experience in 5 Easy Steps

InMoment XI

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.

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Top 10 Things to Assess on Your Contact Center Vendor Site Visit

BlueOcean

You’ll task your team with running a tight procurement process to assess potential contact center partners. The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit.

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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. It wasn’t until the turn of the century that these call centers evolved into multichannel contact centers. The future of the contact center lies in the omnichannel contact center.

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The Complete Guide to Conversational AI for Your Business

In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels.

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How Contact Center Optimization Can Improve Your Bottom Line

InMoment XI

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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What You Need to Know About Contact Center AI

InMoment XI

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. What is Contact Center AI? How Does Contact Center AI Work? Will Contact Center AI Replace Call Center Agents? The simple answer is no.

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The State of Digital Customer Experience Report 2024

This shift requires a reevaluation of how businesses prioritize their contact center operations. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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Customer Experience Myths Guidebook

The Myth of the Solo CX Initiative The Myth of Siloed CX The Myth of the Standalone Contact Center This report details the CX Myths that are holding organizations back from true CX maturity and success.

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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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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. Social platforms are now becoming mainstream contact center channels.

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The Contact Center of the Future with Real-Time AI

What does the contact center of the future look like? Read this eBook to discover how to implement AI for the best results in your contact center. An Al solution with only the highly technical or difficult calls coming to a human agent is what your organization needs.

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8 Contact Center Trends to Watch in 2020

Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry?

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Driving Business Value with Contact Center and UC Integration

Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces. In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring.

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The 2023 Customer Experience Management Value Index

Building a successful CX program requires teams to share data seamlessly across multiple functions, including support services, contact center, marketing, and sales. The Value Index is an assessment of how well vendors address buyers’ requirements for CX software and incorporates all criteria.