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Using Omnichannel Contact Center to Drive Customer Satisfaction

InMoment XI

Contact centers are not new by any means. As a matter of fact, the first employed call center agents date back to the 1950s. It wasn’t until the turn of the century that these call centers evolved into multichannel contact centers. The future of the contact center lies in the omnichannel contact center.

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Contact Center Technology in Your RFP: You’re Asking the Wrong Question

BlueOcean

When it came to the contact center RFP, companies consistently required bidders to “Describe your telephony platform” and those with best-in-class products had a definite edge. So, what should you ask when you’re addressing contact center technology in your RFP? The Future of Contact Center Technology.

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10 RPA Implementation Best Practices to Automate Your Contact Center

Uniphore

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. The Ultimate Playbook for Contact Center Automation Download Now 3. While RPA is one of the top contact center trends for a reason, you should still be aware of what its limits are.

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Should Contact Center Leaders Create a Customer Journey Map?

Seaton CX

Contact center leaders are under a lot of pressure. You’re challenged to control or reduce costs while simultaneously improving agent retention and customer satisfaction—in an environment of rapid technology innovation and evolving customer expectations. These opportunities may lie outside the contact center itself.

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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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Moving to Cloud: A Must for Contact Centers

NICE inContact

But while the underpinning technology has been well tested, documented and measured – the journey of moving to the cloud can still be incredibly tricky. 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.

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Contact Center Wrap-Up—Where the Rubber Meets the Road

Quadient

Contact Center Wrap-Up—Where the Rubber Meets the Road. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

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4 Strategies to Boost Agent Productivity

Speaker: Melissa Pollock, Customer Success Officer, AmplifAI

As companies continue to seek every competitive advantage available, organizations must explore new opportunities and ways to increase productivity in our modern contact centers. With new technologies and emerging methods, managers must be both proactive and relevant in order to keep their agents engaged.