NobelBiz

MAY 16, 2023

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.

Contact Center 40

Contact Center Customer Service Contact Center Software Call Center 40

Playvox

NOVEMBER 18, 2021

The pandemic permanently changed the contact center landscape. Globalization and a younger workforce that prioritizes work-life balance are forces that likely would have compelled contact centers to gradually adopt a work from anywhere agent model. Benefits of Cloud Based Contact Center Solutions.

Contact Center 52

Contact Center Software eBook Omni-Channel 52

NICE inContact

SEPTEMBER 25, 2019

What do companies report after they move their contact center technology to the cloud? We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. How important is this?

Contact Center 136

Contact Center Call Center Omni-Channel eBook 136

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

NICE inContact

OCTOBER 2, 2019

This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans. We’ve packaged the survey results and analysis into an eBook that is full of insights and thought provoking information.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions. What you can do: Establish an omnichannel strategy.

Contact Center 100

Contact Center Report Banking eBook 100

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. But getting to this nirvana is no picnic.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

Playvox

JANUARY 12, 2023

No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. But does it have to?

Contact Center 69

Contact Center Metrics Study eBook 69

NobelBiz

JUNE 13, 2023

The intricate mechanisms behind call labeling and the factors influencing the classification of calls have become the focal point for contact centers striving to maintain effective communication with their clients. Get your free, on-demand copy here. Work with your provider to find the ideal number for your needs.

Measurement 97

Measurement Guidelines Contact Center Contact Center Software 97

NobelBiz

SEPTEMBER 15, 2021

Data keeps beaming in in confirmation of a fact: the digital contact center is here. Power validates what we’ve said countless times: the contact center space is changing in favor of the experience center, based on custom-tailored interactions built on a foundation of CX , with the sole purpose to drive businesses to higher ground.

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

Comm100

MAY 13, 2020

Research shows that companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement. Shopping for an omnichannel solution can be intimidating. Shopping for an omnichannel solution can be intimidating.

Omni-Channel 147

Omni-Channel eBook Chatbots Knowledge Base 147

Interactions

JANUARY 16, 2019

For years, many companies have been focusing on standard contact center metrics to judge the performance of their customer care. It’s time to start thinking in terms of conversational AI on every channel with an omnichannel approach — which means being able to understand context and persistence. Rethinking success.

Trends 59

Trends Chatbots Omni-Channel Customer Care 59

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

Stella Connect

JULY 14, 2017

Treating the contact center as a cost to be managed. A steady stream of agent-level feedback flowing directly to contact center managers changes the game. We’ve written about rising consumer expectations, and what it takes to meet them, in our omnichannel age. Focusing on quarterly numbers. Use technology.

Brands 46

Brands Customer Service Contact Center Omni-Channel 46

Playvox

JUNE 6, 2023

As “do more with less” becomes a familiar mantra, contact center leaders are challenged to convince C-suite executives, and especially chief financial officers (CFOs), that not only is it mission critical to deliver outstanding customer experiences (CX) , but that it’s also an opportune time to invest in workforce management (WFM) software.

Contact Center 66

Contact Center Return on Investment Tips ROI 66

Avaya

MAY 23, 2017

Here are three statistics that will get you rethinking your CX strategy in relation to digital transformation: 52% of companies don’t share customer intelligence outside of the contact center. For more tips, insights, and impactful statistics check out our eBook, Fundamentals of Digital Transformation.

Contact Center 42

Contact Center Touchpoint Customer Centricity eBook 42

Stella Connect

JUNE 15, 2017

Is the in-store experience consistent with what’s happening online or through the contact center? Unless you have an omnichannel program in place, you won’t know where the breakdowns are occurring. It Ensures Omnichannel Consistency. Brand parity tests are critical in an omnichannel environment.

ROI 40

ROI Measurement Brands Omni-Channel 40

Think Customers

DECEMBER 13, 2021

Internally, the North Star should serve as the core goal and motivational vision you aim to deliver—from the contact center to your website and in-store or app experience. Modern customer expectations call for true omnichannel customer experiences. 3 questions to ask during this step: What do you want to be known for?

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Playvox

FEBRUARY 1, 2024

As a contact center leader, there’s no question you’re at the heart of the conversation. In an omnichannel contact center , that may include email, text, chat, social, voice-based interactions, and more. In an omnichannel customer service environment, in particular, there’s much to consider.

Contact Center 93

Contact Center Analysis Measurement Social Media 93

Team HGS

JANUARY 9, 2019

For these trends in full, visit our ebook. Companies worldwide are putting significant effort and technology investments into improving the customer experience, providing the people, process, and technology to support an omnichannel environment. . Out with the Old: CX IMPERATIVE DISRUPTS OLD MODELS. Read our trends here. .

Trends 40

Trends Self Service Customer Experience Social Media 40

NobelBiz

MAY 24, 2021

The difference between on-premise vs. cloud contact center is a topic that has become increasingly prominent in the industry. The main difference between on-premise vs. cloud contact center is that the cloud contact center will not go out of commission if the facility where it’s hosted goes offline.

Contact Center 52

Contact Center Call Center Software Virtual Agent 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

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

BlueOcean

MARCH 31, 2021

And, finally, remote work and evolving sleep habits have shifted traditional contact center communication spikes from pre/post-work hours to the middle of the day. The vast majority of contact centers and companies in general already had some level of omni-channel customer care infrastructure in place prior to the pandemic.

Omni-Channel 156

Omni-Channel Self Service Tourism Contact Center 156

Comm100

DECEMBER 15, 2020

We call it omnichannel customer engagement , and it’s the pinnacle of customer service & support. Comm100’s cloud architecture allows companies to support thousands of concurrent agents, serving the needs of even the largest contact centers. Free eBook. Intuitive & efficient interface. Live Chat Buyer's Guide.

eBook 130

eBook Omni-Channel Knowledge Base Contact Center 130

Avaya

MAY 9, 2017

Our ebook, The Fundamentals of Digital Transformation, can help organizations get started. But creating a migration path is easier said than done. We have said it before and we will say it again, it’s about more than just the technology. Sounds challenging, but it’s not impossible.

Customer Experience 76

Customer Experience eBook Government Leadership 76

Avaya

AUGUST 2, 2017

Check out our eBook, Fundamentals of Digital Transformation. The initial business discovery process is vital for successfully executing digital transformation, making an exercise like a Discovery Workshop instrumental for organizations today. Interested in not just creating but executing a successful digital transformation?

Roadmap 63

Roadmap eBook Exercises Strategy 63

Avaya

MAY 16, 2017

Check out our eBook, Fundamentals of Digital Transformation , to learn more about this discovery process—the first of a five-step plan for creating a foolproof digital transformation strategy. Consider this your digital transformation playbook. Digital transformation is the foundation of how organizations will succeed or fail.

Company 50

Company Roadmap eBook Strategy 50

Interactions

OCTOBER 8, 2020

Omnichannel was a major step up from multi-channel. In recent years, omnichannel has become a market essential for all channel technologies. Opti-channel has all the capabilities of omnichannel, but uses further evaluation and technology to better understand which channels to optimize. This next approach is called opti-channel.

Omni-Channel 62

Omni-Channel Customer Journeys Multi-Channel Contact Center 62

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. Below, we’ll share our predictions and explain what customer service and contact center leaders must factor into their plans. Consumer Expectations for Omnichannel Will Soar.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Stella Connect

NOVEMBER 7, 2017

What if your latest omnichannel initiative falls flat? If you’re looking to improve first-contact resolution to increase customer satisfaction and lower costs, micro-coaching can accelerate your progress. And nothing does more to build brand pride, enthusiasm, and morale on the contact center floor. Team Motivation.

Data 40

Data Effort Score Contact Center Policies 40

Comm100

FEBRUARY 16, 2018

That is why reducing customer effort was voted the number one priority for contact centers in 2018. This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018.

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101