Interactions

MAY 14, 2020

One interesting shift from pre-pandemic to the new normal will certainly be people’s comfort with using technology in their personal and business lives. Contact Center Challenges. The pandemic has caused an interesting conflict within contact centers. Everyone is talking about The New Normal.

Consumers 71

Consumers Self Service Contact Center Virtual Agent 71

Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. The results can be drastic.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. Technology is on your side.

Customer Experience 96

Customer Experience Contact Center Airlines Average Handle Time 96

Interactions

JULY 9, 2020

Virtual assistants can alleviate many agent pain points associated with contact center attrition including monotonous work and the pressure to keep up with the pace while maintaining numbers. Make sure to outline the benefits clearly so they know that this new technology is being implemented to help better support them in their role.

Contact Center 71

Contact Center eBook Training Communication 71

Interactions

OCTOBER 7, 2021

The reason is that there are so many pieces in the customer service equation, such as technology, live agents, and back-end systems. The odds that together they can orchestrate a flawless customer experience is pretty low. . There can be many factors that can contribute to an inefficient customer service interaction.

Self Service 62

Self Service Customer Service Contact Center Tips 62

Interactions

JANUARY 29, 2019

We’ve talked about how to choose the right technology for your customer care strategy and how an automated customer care solution can take your customer experience to the next level. One of those solutions, conversational AI, is becoming quite a buzzword in the customer care industry.

Airlines 48

Airlines Customer Care eBook Contact Center 48

Interactions

JANUARY 16, 2019

With a new year upon us, we’re looking forward to all of the exciting things Intelligent Virtual Assistants can bring to the customer care table. We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry.

Trends 59

Trends Chatbots Omni-Channel Customer Care 59

BlueOcean

FEBRUARY 17, 2022

At a time when just about everything you can think of in terms of goods and materials seems to be experiencing a shortage and it feels like each week, new crises abound, companies simply can’t afford to run short of excellent customer care. Download Pandemic ebook. Stay Involved. A Brief Example.

Contact Center 156

Contact Center Customer Care eBook Course 156

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Our survey uncovered five ways contact center managers are adapting to remote work. That’s a dangerous disconnect. Leanne Y.,

Contact Center 70

Contact Center Management Policies Gamification 70

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Is your contact center omnichannel?

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52

Team HGS

JANUARY 9, 2019

the outsourced customer care services market is predicted to be valued at $110 billion by 2024. For these trends in full, visit our ebook. EXPECTATIONS: Brands strive to meet the extraordinary expectations of today’s connected customer. Michael discusses how, in 2019, customer experience (CX) will be king.

Trends 40

Trends Self Service Customer Experience Social Media 40

NobelBiz

FEBRUARY 22, 2023

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

NobelBiz

FEBRUARY 21, 2022

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Qualtrics

AUGUST 1, 2019

Many customers know technology doesn’t work 100 percent of the time and like when you apologize for making a mistake. Adobe Customer Care (@AdobeCare) February 28, 2017. Want to learn more about how to delight your customers? Free eBook: The Compelling Contact Center Agent Experience.

Omni-Channel 8

Omni-Channel Examples Customer Service eBook 8

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. How will emerging and growing trends change the customer service equation? More Companies Will Make Customer Service a Strategic Priority. One strike and you’re out.

Self Service 40

Self Service Trends Customer Service Contact Center 40

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 about best practices for overcoming these barriers in our eBook.

Customer Experience 71

Customer Experience Contact Center eBook Interaction 71

Comm100

FEBRUARY 16, 2018

Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Recommended for you: Is Your Contact Center Ready for the New Year?

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102