Upstream Works

DECEMBER 6, 2021

The contact center is currently being transformed in fundamental ways, driven mainly by the evolution of cloud-based technologies and the emergence of Artificial Intelligence (AI) -driven applications. One of the biggest drivers of change coming from the top-down is making the entire organization more customer-centric.

Contact Center 78

Contact Center Call Center Touchpoint Social Media 78

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

Experience Investigators by 360Connext

APRIL 7, 2020

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic.

Customer Centricity 178

Customer Centricity Culture Customer Journeys Customers 178

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. In addition, Thompson is a popular keynote speaker, blogger, and the author of Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

CSM Magazine

APRIL 6, 2023

Tenured AI and ML research and innovation teams continue to develop offerings that reinforce agents’ value as brand guardians. Calabrio’s long-tenured research, customer collaboration, and partnerships with top-tier universities has established us as a pioneer in enterprise AI innovation for contact centers.

Contact Center 52

Contact Center Analytics Innovation Customer Centricity 52

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Talkdesk

DECEMBER 1, 2020

To develop a transformation strategy, look beyond traditional contact center key performance indicators (KPIs) and instead use a holistic view of your CX to evaluate, prioritize and enhance areas in need of improvement. The Talkdesk CX Maturity Model evaluates CX based on nine core areas: .

Contact Center 104

Contact Center How To Roadmap Customer Centricity 104

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Cultivate a proactive environment by inviting employees to share ideas on improving customer interactions.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CSM Magazine

MAY 23, 2023

Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation. “The future of customer experience lies in true-cloud solutions.

Innovation 52

Innovation Contact Center Customer Centricity Leadership 52

Integrity Solutions

JULY 28, 2022

The term “call centers” is quickly become a relic of the past, and for good reason. Customer service today is based on far from just taking inbound calls; it’s now omnichannel. The State of Contact Center Conversation Intelligence 2022 report by Observe.AI But that’s the problem.

Contact Center 52

Contact Center Self Service Customer Satisfaction Metrics 52

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Call Center Management Gamification 52

InMoment XI

JANUARY 12, 2024

More than just a technological innovation, conversational intelligence represents a paradigm shift how organizations understand, interpret, and harness the power of human conversations. The result is a more engaging and customer-centric experience that fosters brand loyalty.

e-support 260

e-support Healthcare Multi-Channel Call Center 260

SaleMove

MARCH 12, 2021

Failure to innovate and keep pace with competitors has been the demise of many great businesses. In fact, today’s technology is only accelerating the innovation cycle, making complacency an even bigger threat. In fact, today’s technology is only accelerating the innovation cycle, making complacency an even bigger threat.

Contact Center 97

Contact Center Self Service Customer Care Innovation 97

Blake Morgan

NOVEMBER 8, 2022

Differentiating not just on innovation, but on customer experience. LoveSac founder and CEO Shawn Nelson isn’t afraid to adapt and try new ideas to meet customers’ changing demands. Nelson shares his personal life on Instagram, which opens the doors for customers to contact him with feedback and concerns. .

Innovation 59

Innovation Competitive Advantage Customer Centricity Social Media 59

TechSee

SEPTEMBER 20, 2018

Measuring (and limiting) the length of time an agent spends on each call is seen as an important KPI to ensure efficient and agile call center operations. Many of today’s customer-centric companies take an omni-channel approach, supporting multiple channels of customer engagement.

Omni-Channel 104

Omni-Channel Customer Centricity Contact Center Net Promoter Score 104

Talkdesk

FEBRUARY 14, 2018

Make no mistake; contact center performance is ultimately defined by core “outcomes” like customer satisfaction, loyalty and revenue. And insofar as they pre-date recent developments within the customer contact landscape, they do not account for the nuances of the modern customer experience function.

Contact Center 40

Contact Center Metrics Self Service Innovation 40

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. Learn more and request a demo at talkdesk.com.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

TechSee

MAY 29, 2018

With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience. The post How will Visual Engagement Impact Your Contact Center?

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

Talkdesk

FEBRUARY 5, 2020

Have you or a colleague been responsible for a substantial change in customer experience in your organization? Do you use Talkdesk technology to drive the strategy for customer-centricity? If so, apply today for the CX Innovators Awards! Learn more about Talkdesk Enterprise Cloud Contact Center.

Innovation 56

Innovation Contact Center Return on Investment Exceptional Customer Service 56

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.

Contact Center 109

Contact Center Report Customer Journeys Customer Centricity 109

NobelBiz

NOVEMBER 16, 2021

This ability enables you to comprehend emotions and how to use them in order to nurture good customer relationships. Although it is still simply a “beautiful notion” for far too many businesses and contact centers. Nancy Munro is an expert in contact center training simulations.

Contact Center 52

Contact Center Leadership Self Service Contact Center Software 52

Talkdesk

JULY 3, 2020

The Talkdesk® mission has always been to help organizations make customer experience (CX) their competitive advantage – and we’re committed to doing so every step of the way. The post The best security standards to keep your contact center up and running appeared first on Talkdesk.

Contact Center 82

Contact Center Competitive Advantage Customer Centricity Culture 82

Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. Businesses need to recognize the importance of genuine care in customer interactions and prioritize the development of a customer-centric culture to mitigate these negative impacts.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

Interactions

MARCH 28, 2024

There is a way to balance the need for immediate impact with the pursuit of transformative, slower-burning innovations. Dive in as this blog addresses the complexities of achieving excellence in CX within organizations, focusing on the dichotomy between pursuing quick wins versus investing in transformative, long-term innovations.

Contact Center 62

Contact Center Innovation Consumers Chatbots 62

TechSee

NOVEMBER 20, 2018

Utilizing both advanced data analytics and innovative AR remote assistance technology yields a highly efficient solution for customer service operations that directly reduces the need for truck rolls. Both solutions have a dramatic impact on the customer experience, improving support processes and lowering costs across the board.

Innovation 153

Innovation Technology Self Service Call Center 153

Interactions

APRIL 19, 2024

At the heart of every customer-centric business lies the quintessential question: “How can we improve and optimize the customer experience?” GenAI Roadblocks: A whopping 68% of you answered that integration capabilities with existing systems would be the number one issue preventing the use of GenAI in your contact center!

Customer Experience 62

Customer Experience Contact Center Customer Centricity Loyalty 62

SaleMove

MARCH 12, 2021

Failure to innovate and keep pace with competitors has been the demise of many great businesses. In fact, today’s technology is only accelerating the innovation cycle, making complacency an even bigger threat. In fact, today’s technology is only accelerating the innovation cycle, making complacency an even bigger threat.

Contact Center 52

Contact Center Self Service Customer Care Innovation 52

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. And she took 6th place in one of the major amateur events during the climbing competition.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

Experience Investigators by 360Connext

JANUARY 30, 2024

Discover how this innovation could transform the checkout experience, tackle theft, and what it means for customer engagement. Switching lanes, we delve into the government’s customer experience revolution, with a spotlight on the USDA’s recent initiatives. Manager of Contact Center Sales for Verizon Business.

Government 143

Government Customer Experience Professionals Contact Center Connections 143

ShepHyken

JANUARY 7, 2024

Whatever drives repeat business – and ideally, customer loyalty – is a good program. After all, they want those customers to keep coming back and, ideally, be so pleased with how they are treated that they tell their friends about the business. I’m often asked to define customer centricity.

Customer Service 68

Customer Service Loyalty Programs Contact Center Financial 68

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’. With customer-centric success criteria in place, turn to innovative workforce.

Contact Center 56

Contact Center Self Service Average Handle Time Travel 56

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

CSM Magazine

AUGUST 29, 2023

Avaya customers can now leverage cloud-based passwordless authentication solutions for contact center agents, reducing fraud and unlocking significant efficiency gains. “We are delighted to partner with Journey on this innovative approach to providing contact centers access to more robust and efficient security. .

Contact Center 52

Contact Center Innovation Customer Centricity Software 52

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40