Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. The post Why Artificial Intelligence Now—and Why in Customer Care?

Customer Care 94

Customer Care Contact Center Government Healthcare 94

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

MAY 26, 2022

In addition to feeling the mental and emotional weight of consumer-facing jobs, remote contact center agents are experiencing redundancy that can make their jobs feel tedious. With an average contact center agent salary of $42,947, that’s almost $13,000 per agent. Hold times go down, and customer satisfaction goes up.

Contact Center 52

Contact Center Strategy Self Service Rewards Programs 52

CSM Magazine

SEPTEMBER 1, 2022

In this webinar, discover how leaders are driving a new era of the contact center – one that is augmented by innovative technology, powered by agents and is the cornerstone of an organization’s CX success. The incredible line-up of senior executive speakers includes: Vice President Customer Care, Showtime Networks.

Technology 52

Technology Customer Service Contact Center Employee Engagement 52

NobelBiz

DECEMBER 19, 2021

Beyond this acceptable level, a contact center must reconsider its strategy and resources in order to lower it as much as possible. Call abandonment is a key performance indicator that may be used to evaluate the effectiveness of a contact center. How to calculate the call abandonment rate for contact centers?

Abandon Rate 52

Abandon Rate Contact Center Self Service Contact Center Software 52

Avaya

NOVEMBER 6, 2018

I recently had the pleasure of co-hosting a webinar with leading Communications Industry Analyst Sheila McGee-Smith titled “ How AI Drives Results in the Contact Center ” and the question posed was: “What does AI mean for those working in the contact center? Our webinar attendees certainly agreed.

Contact Center 57

Contact Center Knowledge Base CRM Technology 57

COPC

APRIL 1, 2024

Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. Contact Center Training: A Digital Leap Forward The way we train new hires at contact centers has changed drastically.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

Confirmit

FEBRUARY 20, 2017

As the face of your company, the contact center represents an exceptional opportunity to capture the Voice of the Customer and drive improvements that hit the bottom line. In this webinar, Sarah Simon, VoC Specialist at Confirmit and Scott M. Voice of the Customer Webinars.

Contact Center 40

Contact Center Customer Experience ROI Customer Care 40

Think Customers

OCTOBER 11, 2021

The contact center industry is driven by customer experiences that are easy, difficult, joyful, stressful and everything in between. It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way. Learn more about contact center metrics today.

Contact Center 52

Contact Center NPS Metrics Effort Score 52

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage. Artificial intelligence (AI) can play a part.

Self Service 78

Self Service Management Contact Center Effort Score 78

CSM Magazine

NOVEMBER 27, 2019

Register for this free webinar and join us on Thursday, Dec 12, 2019 11:00 AM – 12:00 PM CST (5:00 PM – 6:00 PM GMT). (If The age of conversation, why customers will prioritise chat and messaging as preferred support channels and how to service them effectively. Fiona Blakesley, Director Customer Care, Intuit.

Self Service 52

Self Service Customer Service Trends Knowledge Base 52

NICE inContact

JUNE 27, 2018

I was privileged to be the third at bat as part of a NICE inContact webinar series this month. My title and batting order reference are taken from the theme of the series, how to turn-around a slump in customer experience ratings. The topic of the third webinar was Orchestrating Immersive CX in Your Contact Center.

Customer Experience 120

Customer Experience Contact Center Omni-Channel Social Media 120

Interactions

JANUARY 26, 2023

A Yext survey revealed an even higher percentage of phone preference — 50% of respondents said they call customer support for financial or healthcare service issues. Implementing security protocols like clean desk, access control, and software updates are integral risk prevention policy components for in-office contact centers.

Interaction 62

Interaction Customer Service Contact Center Social Media 62

Talkdesk

JULY 26, 2017

Talkdesk is excited to launch the first ever App Dash — a series of webinars in which AppConnect partners showcase their applications. As the first enterprise app store, Talkdesk AppConnect unites best-in-breed software to redefine the way your business can integrate with your call center platform. You decide. Date: August 2nd, 2017.

Contact Center 40

Contact Center Call Center Healthcare Analytics 40

Playvox

NOVEMBER 16, 2021

The company’s contact center team shifted to a remote workplace just as Sweaty Betty – and the entire athleisure industry – started to see significant market growth. In 2019, the lifestyle brand had 12 customer care agents. But by the end of 2020, there were 150 team members on the Sweaty Betty contact center team.

Management 78

Management Contact Center Gamification Retail 78

COPC

JULY 25, 2022

See how Amazon Web Services (AWS) automates voice and non-voice communication using natural language ML services in our upcoming webinar. Even with phone and email decreasing in popularity, the preference for self-service may not be growing as quickly as the customer care industry would hope.

Self Service 81

Self Service Customer Success Contact Center Chatbots 81

NICE inContact

APRIL 12, 2017

Sheila McGee- Smith, founder of McGee-Smith Analytics, says, “True digital transformation touches every part of the business, but it begins in the contact center with customer care.” Why? How do you get started on the path to transformational change?

Contact Center 120

Contact Center Innovation Video Analytics 120

Think Customers

SEPTEMBER 21, 2022

On one hand, they’re looking to provide customers with excellent service while providing omnichannel engagement in customers’ preferred channels. These opposing criteria can strain contact center operations and effect their ability to provide customer service at the desired level. A domino effect is hitting CX.

Financial 52

Financial Contact Center Banking First Call Resolution 52

COPC

FEBRUARY 15, 2023

Webinar: Service Journey Thinking Learn our comprehensive approach to helping brands improve customer satisfaction and loyalty throughout the service journey. Watch the Service Journey Thinking Webinar Understand Drivers & Expectations It is best first to understand what prompts customers to contact you.

Self Service 85

Self Service Chatbots Guidelines e-support 85

Hello Customer

MAY 6, 2021

Organizations understand the importance and urgency that customer centricity brings, but few companies get it right. During our last webinar , Steven Van Belleghem and our CEO Leslie Cottenjé discussed the matter of extreme customer centricity. What is the real value of customer service?

Customer Centricity 98

Customer Centricity Contact Center Hospitality Employee Experience 98

Lithium

SEPTEMBER 9, 2022

Losing and hiring frontline customer care agents can cost more than a few lost customers Can you afford to lose more? Regarding customer care, recent trends show that agents often find themselves in the latter half of the two options. Furthermore, specific contact centers are reporting up to a 100% turnover rate.

Contact Center 52

Contact Center NPS Customer Care Chatbots 52

Team HGS

AUGUST 22, 2017

HGS Webinar: Reinventing the Customer Service Model Using Bots&Brains™. got to the very heart of why this webinar was so popular—as 43% of our attendees responded with “Want to learn more, undecided.” Q2: What would you suggest as the first step in integrating bots into our customer service strategy?

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

Vonage

MARCH 26, 2018

These statistics reveal that for many businesses, the core of aspects of customer care are still carried out in the contact center. Robot-powered customer service should assist humans, not replace them. Most customers are happy to interact with robot-powered service tech if they can solve their problems.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159

Lithium

SEPTEMBER 29, 2022

What effect this has on a brand depends heavily on how robust the brand’s marketing, community, and customer care systems are. This fact is especially true in the diverse world of customer care. Of course, some airlines nail digital care, and other industries facing backlash can still provide excellent customer care.

Airlines 52

Airlines Self Service Effort Score NPS 52

Lithium

SEPTEMBER 14, 2022

What effect this has on a brand depends heavily on how robust the brand’s marketing, community, and customer care systems are. This fact is especially true in the diverse world of customer care. Of course, some airlines nail digital care, and other industries facing backlash can still provide excellent customer care.

Airlines 52

Airlines Self Service Effort Score NPS 52

Lithium

JULY 20, 2022

Losing and hiring frontline customer care agents can cost more than a few lost customers. Regarding customer care, recent trends show that agents often find themselves in the latter half of the two options. Furthermore, specific contact centers are reporting up to a 100% turnover rate.

Contact Center 52

Contact Center NPS Customer Care Chatbots 52

COPC

JUNE 9, 2023

So, let’s embark on this AI-powered journey together and unlock the true potential of customer experience. Webinar: Considerations for Navigating AI in CX Explore approaches to using artificial intelligence AI to service your customers. Structured processes for gathering and treating this data are necessary.

Industry 114

Industry Customer Experience Analytics Training 114

NICE inContact

JANUARY 11, 2019

More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about. In a webinar , Lauren and I discussed the changes the current decade has brought to QM and what companies should do in terms of planning for 2020 QM challenges.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

Oracle

JULY 14, 2020

They have enabled many organizations to move their contact centers to a distributed model and helped keep contact centers going while communicating and collaborating with their extended enterprise and their customers. ON24 and Zoom are both at the forefront of enabling high-touch virtual engagements.

Trends 111

Trends Customer Experience Wireless Consumers 111

Verint

OCTOBER 2, 2017

CRMXchange Roundtable Webinar. October 12; Webinar. Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. Consero Contact Center Forum. destination CRM.com Webinar. destination CRM.com Webinar. October 25; Webinar.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

inmoment

JULY 22, 2020

Customer retention lies at the heart of everything from customer experience (CX) strategies to contact center tactics. Additionally, retaining and recovering existing customers is far more cost-effective for a brand than focusing solely on acquiring new business. Strategy #3: Empowering Employees.

Strategy 52

Strategy Social Media Customer Retention Contact Center 52

Stella Connect

JUNE 5, 2017

Hiring for Retention: Building Blocks for Staffing your Contact Center for the Next Generation (Master Class). Director Consumer Care Center, Banner Health. Few contact center issues are more pressing (or costly) than employee churn. Conversocial makes social customer care look effortless.

Call Center 40

Call Center Contact Center Conference CRM 40

Comm100

SEPTEMBER 5, 2014

Designate someone in the contact center to oversee social media. The GiftWorks team responds in a timely manner to a user who missed out on a free webinar they offered. By creating a social profile customers assume they can use that outlet to receive support for any problems or opinions they want to voice.

Social Media 113

Social Media Tips Customer Service Customer Service Representative 113

Stella Connect

MAY 11, 2017

When feedback from the front line is looped back to the contact center, it can have a transformative effect on service delivery by enabling targeted coaching and training, informing and improving hiring practices, and improving agent morale and retention.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

Stella Connect

JULY 31, 2017

Your customer interactions there produce a much greater ripple effect than any phone call or email to your contact center. Done right, social media customer service is a big win for brands. It gives them an opportunity to engage with their customer base. In a recent webinar , we presented these results in detail.)

Social Media 40

Social Media Customer Service Ecommerce Contact Center 40