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Contact Center Location Strategy in a Remote World


How do you continue to offer seamless customer service and experience in this new world of remote work? Blue Ocean offers some insights on how to create a contact center location strategy in a remote world.

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Improving Contact-Center CX

Horizon CX

You know you’re in for a lame and frustrating customer service experience when the recorded voice says to you, “Please listen carefully as many of our options have changed.” What the customer hears while waiting can have a meaningful impact on their perception of the overall call experience. Do tailor the music to the situation.


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Future State of the Contact Center: ChatGPT in Customer Experience


Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care? So let’s get into it.

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Improve Contact Center AHT and FCR with Automated Visual Flows


The service industry is no exception. However, improving contact center efficiency cannot come at the cost of delivering a great customer, agent, or technician experience. Automation is the answer to service industry staffing shortages and efficiency requirements. What is an automated visual flow?

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The State of Customer Experience 2023 Report: Part 2

The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience.

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Hosted Contact Centers: Revolutionizing Customer Service in the Digital Era


Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

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7 Contact Center Trends to Watch in 2023

Tricia Morris

Contact center leaders, your time is now. Customer service and customer experience analysts and thought leaders are suggesting that the contact center is “the next big tech frontier.” Investment in the contact center is increasingly—finally.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.

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How to Improve Customer Satisfaction With an Intelligent Virtual Assistant

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

With so many options out there, how can you successfully add an Intelligent Virtual Assistant (IVA) to the phone channel to help your customers serve themselves? How IVAs play into customer satisfaction. Best practices to successfully roll out a new IVA.

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The Conversational AI Journey: What to Expect from Start to Finish

Speaker: Gary Davis, SmartAction CEO

Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center. After deploying conversational AI for more than 100 leading brands, we’ve learned a few lessons on what can make — or break –– the automated customer experience.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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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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How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. What are the benefits of outsourcing your customer service? Is your business ready to outsource?

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How to Efficiently Transform Your Customer Service Through AI

Speaker: Rana Gujral, CEO at Behavioral Signals

According to a report from Salesforce, 78% of customers are willing to do business with a brand even after a mistake, but only if the customer service is excellent. This means you can’t afford to put your customers on hold for long or deliver poor communication.

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Start Every Conversation with AI: The Front Door for Intelligent Customer Service

Speaker: Brian Morin & Helena Chen from SmartAction

Enter a conversational AI solution for your contact center. Some customer service interactions require a human —but just because some calls must be transferred to a live agent doesn’t mean they can’t all begin with AI. In a 6-minute customer service call, 75% of that time goes to live agents doing manual research.