Upstream Works

JANUARY 12, 2022

The demands facing contact center systems are getting more complex and more varied than ever before. Driven by a desire to cut costs with operational efficiencies and provide a better omnichannel experience to an increasingly digital customer base, executives are honing in to upskill their contact centers.

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Contact Center Self Service Omni-Channel Touchpoint 78

NICE inContact

OCTOBER 25, 2019

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. Thus, it’s no longer a matter of “if” your contact center will move to the cloud, but rather “where” and “when” that cloud transformation begins.

Contact Center 120

Contact Center Omni-Channel Report Analytics 120

NICE inContact

SEPTEMBER 20, 2019

In the world of Contact Centers , moving functions like IVR and ACD are obvious choices. Your Contact Center represents the front line to your constituents and customers. The post Moving to Cloud: A Must for Contact Centers appeared first on NICE inContact Blog.

Contact Center 159

Contact Center Call Recording ROI Report 159

NICE inContact

OCTOBER 18, 2019

Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. Not only that, but we’ve also been evaluated as a Leader in the 2019 Gartner Magic Quadrant for Contact Center as a Service, North America, positioned the highest and furthest overall for its ability to execute and completeness of vision.

Contact Center 120

Contact Center Self Service Omni-Channel CRM 120

Talkdesk

SEPTEMBER 4, 2020

Through the use of APIs, an entire ecosystem of pre-vetted banks and third-party providers is integrated, allowing a company to serve its customer base better and faster. Omnichannel banking: Customer expectations towards digital service are growing fast. Superior service that wows customers happens in the cloud.

Banking 114

Banking Contact Center Omni-Channel How To 114

Call Experts

FEBRUARY 17, 2022

If you want to make a change, consider hiring experts who can look at your entire process and implement award-winning contact center solutions. Then, commit to improving your customer experience by hiring customer experience experts. . This article will dive into how you can improve your customer service.

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Contact Center Customer Service Self Service How To 98

Comm100

AUGUST 20, 2019

If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able to pick out various aspects of the customer experience, which could be improved, turning these thoughts into a successful process which guarantees results is often trickier.

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Contact Center Tips Customer Experience Culture 100

Call Experts

MARCH 5, 2020

What do you do if you can’t build the technology you need or afford to hire full-time staff to answer your phones and support your customers? Cue the experienced live-agent contact center. . Here are our top 4 benefits of partnering with a contact center to support and grow your plumbing business: .

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Contact Center Call Center Customer Journeys Conference 80

NobelBiz

FEBRUARY 14, 2023

To provide top-notch customer support, contact centers need to have an exhaustive and comprehensive customer perspective. Thus, the need of a 360-degree customer viewpoint. The data usually includes information such as customer demographics and purchase history.

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Contact Center Customer Journeys CRM Social Media 52

Call Experts

FEBRUARY 26, 2020

Customers are looking for services with out-of-the-box functionality. Also, these customer support services must enable scaling and allow for customization based on unique business needs. Often, these partners are looking for Omnichannel management to support a robust digital presence. chat, email, socials, etc.)

Contact Center 59

Contact Center Call Center Customer Journeys Conference 59

NobelBiz

JANUARY 10, 2022

Here are 10 CRM key performance indicators that may be calculated and assessed using your data and contact center technologies. They are meant to assist your contact center in improving your CRM practice when combined with the KPIs that are unique to your business.

Contact Center 52

Contact Center CRM Measurement Contact Center Software 52

InMoment XI

JANUARY 12, 2024

By deciphering the nuances of customer interactions, businesses can gain valuable insights into preferences, sentiments, and pain points. This information, in turn, empowers companies to tailor their products, services, and communication strategies to meet the evolving needs of their customer base.

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e-support Healthcare Multi-Channel Call Center 260

InMoment XI

OCTOBER 31, 2023

This multifaceted approach is essential for meeting the ever-evolving needs and expectations of today’s customers. With the advent of omnichannel customer experience programs and increasing customer demands, effective call center management has become more challenging and pivotal than ever before.

Call Center 260

Call Center Strategy Management First Call Resolution 260

BlueOcean

JUNE 10, 2021

We took a deep look at recent data published by Ryan Strategic Advisory , surveying more than 600 contact center decision-makers. What’s the Outlook for Contact Center Budgets? For contact centers, things got tight as many saw a sustained drop in contact volume. But that data is a little deceptive.

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Customer Care Contact Center Omni-Channel Resources 156

Comm100

NOVEMBER 15, 2022

This blog will cover the key reasons why contact centres are adopting a digital-first strategy to meet their customers’ ever-evolving service expectations, and what this means for the future of contact center solution providers. Channel choice in a digital-first world. What does this mean for CCaaS providers?

Strategy 131

Strategy Omni-Channel Contact Center Chatbots 131

Kustomer

JUNE 3, 2020

Until now, the omnichannel, cloud-based, 360-degree customer view-enabled contact center was mostly a pipe dream, touted by technology vendors and thought leaders, with a majority of businesses falling short of this gold standard. Treat Every Customer Touchpoint as a Potential Data Source.

Contact Center 52

Contact Center Self Service Data Omni-Channel 52

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

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Customer Journeys Brands Sales Contact Center 122

CSM Magazine

APRIL 15, 2020

Puzzel, a leading European Contact Center as a Service (CCaaS) provider, has announced the acquisition of U-WFM a leading provider of workforce management and optimization software. and with customers across the U.K., and with customers across the U.K., Headquartered in Sheffield, U.K., Headquartered in Sheffield, U.K.,

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Omni-Channel Employee Engagement Engagement Contact Center 52

Comm100

NOVEMBER 15, 2022

(For more information on why digital-first customer service strategies are growing, check out this blog.). To meet their customers’ needs, CCaaS providers are partnering with digital communication platforms to add digital omnichannel capabilities to their product offering. Grow customer base. Increase deal size.

Omni-Channel 201

Omni-Channel Chatbots Social Media Software 201

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. So, without further introductions, let’s go ahead and get started.

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Contact Center Customer Centricity Omni-Channel Chatbots 40

NICE inContact

SEPTEMBER 25, 2019

What do companies report after they move their contact center technology to the cloud? Many of them have achieved superior customer experience outcomes – like better customer satisfaction and likelihood to recommend. Why does a cloud customer experience platform make such a difference? How important is this?

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Contact Center Call Center Omni-Channel eBook 136

Kustomer

NOVEMBER 10, 2021

Kustomer also releases data study with findings on how to improve speed and quality of customer service through omnichannel chatbot engagement. Kustomer’s new chat feature leverages full customer data and intelligent automation to deliver hyper personalized and contextual experiences for modern consumers across multiple channels.

Chatbots 98

Chatbots Omni-Channel Self Service Multi-Channel 98

Kustomer

OCTOBER 31, 2018

Kustomer is partnering with Amazon Web Services to deliver next-level omnichannel support and experience for enterprises and contact centers. The integrated solution is already live in enterprise-level contact centers in companies such as Ring, the global home security provider.

Contact Center 68

Contact Center Connections Omni-Channel Call Recording 68

Oracle

JANUARY 30, 2020

In a recent webinar series, Daniel Foppen of Oracle’s CX Service Strategy along with 4 leading service professionals from BISSELL, Pier 1 Imports, Smiths Medical, and Elsevier discuss advanced contact center functionality and how they have future-proofed their respective contact centers.

Contact Center 40

Contact Center Omni-Channel How To Social Media 40

NobelBiz

SEPTEMBER 21, 2021

Most customer relationship managers and contact center owners strive for the objective of addressing each client personally, rather than to a customer base as a whole. What are the key levers available today for a more customized customer connection? Why should businesses prioritize this goal?

Contact Center 52

Contact Center Customer Experience CRM e-support 52

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

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Contact Center Report Customer Journeys Customer Centricity 104

CSM Magazine

FEBRUARY 12, 2024

This level of proactive customer care shows a commitment to customer satisfaction and can significantly improve the overall customer experience. Expanding Customer Base: For businesses looking to expand their customer base, outbound voice communication can be a powerful tool.

Communication 52

Communication Strategy Contact Center Software Contact Center 52

Talkdesk

MARCH 12, 2020

As customer expectations evolve, so does the contact center. Managing this intersection is Jennifer Lundberg’s primary role, and she’s done it for organizations of all types: “I think if you can come up with a function for contact centers, we cover it.”. Choosing Talkdesk.

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Omni-Channel Customer Journeys Self Service Contact Center 60

NobelBiz

OCTOBER 31, 2023

Timing is not just a skill; it’s the heartbeat of outstanding customer support. In the contact center world, every second counts, and a well-timed response can turn an inquiry into a loyal customer. This segmentation allows for personalized service, ensuring that customers feel valued and understood.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. It’s added a great deal of complexities to the service process as well as to organizations’ relationships with their customers.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

NICE inContact

MAY 8, 2019

Are you being realistic about whether your customer service really satisfies your customers? Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors? These are questions that keep contact center leaders up at night.

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

West Monroe

JUNE 22, 2022

Based on our experience implementing Salesforce and delivering more than 1,200 different digital products and services, a leading strategy for service transformation should address the following six topics: What is the makeup of your existing customer base by demographics, products, and profitability?

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Omni-Channel Customer Service Strategies Strategy Customer Service 52

Thematic

JANUARY 17, 2023

Think of a conventional contact center, where a service level agreement is in effect. The contact center leader can report to senior leadership that they are meeting all of the  specified metrics in the SLA. The measure has been set because the contact center is resourced to achieve it.

Metrics 62

Metrics Omni-Channel Analytics NPS 62

Upstream Works

OCTOBER 19, 2021

The term “digital channels” has become core to the contact center lexicon recently, and for good reason. Much of this pertains to how the adoption of relatively new communication channels is impacting the customer experience (CX) landscape, and contact center leaders need to respond.

Self Service 78

Self Service Contact Center Call Center Omni-Channel 78

Press 1 For Nick

SEPTEMBER 13, 2020

And in the agent space, no one is more impacted by dated contact center software than the call center agents. To achieve a high level of customer service, customers now want organizations to consider Omni channel capabilities. Legacy systems are not as reliable or efficient as new systems.

Omni-Channel 52

Omni-Channel Self Service Abandon Rate Average Handle Time 52

NICE inContact

AUGUST 27, 2019

Companies that inspire positive emotions will enjoy more loyalty from customers who are willing to spend more over the long term. That means connecting with customers emotionally is the task of the customer service agent. So, contact center managers need to put the right practices in place and also give agents the right tools.

Connections 149

Connections Tips Social Media Multi-Channel 149

Upstream Works

MARCH 17, 2022

For contact centers, this also includes staffing and operations. Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. Turnover in call centers has averaged 30% to 40%.

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Self Service Contact Center Call Center Training 78