Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Vonage

MARCH 26, 2018

At NewVoiceMedia, we believe that competing in today’s CX-driven economy requires businesses to understand the link between emotion and customer loyalty, and provide more personalized and emotive customer interactions. Here’s what we learned. Providing a seamless omni-channel service that makes sense for your customer base is essential.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

NobelBiz

FEBRUARY 13, 2024

The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations. This goes to show the importance for call centers to adapt and integrate these advancements into their processes.

Call Center 59

Call Center Self Service Software Contact Center 59

SaleMove

MAY 14, 2021

In response to consumer demand, Decision Research reports that in 2020 many P&C insurers “improved customer service areas such as self-service portals for policyholders, designed more user-friendly websites and apps, and optimized their call centers to manage additional doubts and concerns from policyholders.”.

Insurance 52

Insurance Self Service Contact Center Call Center 52

Uniphore

NOVEMBER 11, 2021

Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value. Today, conversational AI is helping businesses capitalize on every customer interaction across every channel. Download Now.

Banking 130

Banking Net Promoter Score Contact Center NPS 130

Uniphore

DECEMBER 17, 2021

healthcare market must continue to transform how they interact with consumers if they want to succeed. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. This means that the more than 900 payers 1 in the current U.S. Scoring an “Ok” Satisfaction Rating Isn’t Enough.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

inmoment

SEPTEMBER 6, 2018

One of our main objectives at InMoment is to create products that get rid of the sense of impending doom customers associate with contact centers, and replace it with a state of resolution and peace. Contact centers that are not part of an organization’s primary business are commonly not included in strategy sessions.

Contact Center 40

Contact Center Data Customer Experience Touchpoint 40

Think Customers

APRIL 12, 2022

On average a contact center associate needs to handle complex applications, urgent customer needs, and all the manual inefficiencies that come with service inquiries. Tackling time-consuming tasks reduces the physical and often mental drain on associates to focus their energy on high-tier interactions.

Self Service 52

Self Service Contact Center Customer Satisfaction Tools 52

CSM Magazine

JANUARY 24, 2023

Joe O’Brien, Global Corporate Communications Manager at Sabio Group , takes a close look at the conversational AI tool, ChatGPT. Not limited to standard text interactions, ChatGPT can write poetry, help debug code and even troubleshoot IT issues. How could contact center agents take advantage of ChatGPT? Question 3.:

Contact Center 52

Contact Center Chatbots Comparison Training 52

Seaton CX

MAY 24, 2023

AI analyzes every call to the contact center. According to an IDC white paper published in January 2022 , 87% of companies believe they provide an excellent customer experience—but only 11% of customers agree. Chad designed and implemented a performance management system. Clearly an opportunity for improvement.

Metrics 59

Metrics Customer Experience Contact Center Average Handle Time 59

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. 2020 was indeed a unique year for vendor managers and their outsourced partners.

Contact Center 52

Contact Center Call Center Training Management 52

Comm100

OCTOBER 25, 2017

These results indicate that there’s a hell of a lot of frustrated customer service workers out there, turning to Google for answers to their questions – who presumably aren’t getting answers from their managers. Download this white paper to learn how to prevent, deal with, and follow up on difficult customers. And you need more.

Customers 320

Customers Customer Service Ecommerce eBook 320

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. This year, we will finally witness the tipping point where digital channels —email, chat, social, text, messaging—overtake voice in the contact center. 2018 Trend 1: Digital Channels Finally Overtake Voice. Here, we dissect CX Trend No.10:

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Author: Pauline Ashenden - Marketing Manager Most industries today are radically different compared to 20 or even 10 years ago. Published on: February 06, 2019. Share this page on: Tweet.

Automotive 73

Automotive Social Media Contact Center Banking 73

Avaya

JANUARY 26, 2018

The specific customer interactions that are required to be recorded in relation to investment services include: Receipts of client orders. If not, you’ll need to deploy a workforce optimization (WFO) solution to demonstrate that policies, procedures and management oversight of the new recording and monitoring rules are in place.

Financial 51

Financial Contact Center Call Recording Communication 51

Magellan Solutions

JULY 28, 2021

Philippines Outbound Call Center Creates Effective Script to Interact with Your B2B Clients. Your partner in contact center services Philippines can provide you several sample scripts and templates that you can use for your telemarketing campaign. White Papers. Effectivity Rate. Lead Nurturing Campaigns.

B2B 52

B2B Call Center Social Media Omni-Channel 52

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Only about a third of consumers are happy with their last interaction.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Avaya

JANUARY 24, 2018

If you work in the financial services sector, you’ve likely seen news articles and heard IT, operations and other company managers and executives talking about the impending MiFID II regulation. In addition, they need to demonstrate that policies, procedures and management oversight of the MiFID II recording and monitoring rules are in place.

Financial 46

Financial Government Banking Policies 46

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges. Real-time data.

Contact Center 140

Contact Center Social Media Roadmap Report 140

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges. Real-time data.

Contact Center 100

Contact Center Social Media Roadmap Report 100

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges. Real-time data.

Contact Center 100

Contact Center Social Media Roadmap Report 100

Calabrio

JANUARY 2, 2020

Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide. One key component for inspiring better interactions between companies and their customers is Calabrio having a fully unified approach and identity. Seamless and consistent communications.

Brands 221

Brands Social Media Roadmap Contact Center 221

Uniphore

JANUARY 4, 2022

White Papers. Analyze Analytics and insights from 100% of interactions across all channels. Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. CX and Contact Center Leaders. Conversational AI Platform. U-Self Serve. Case Studies.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

Calabrio

JANUARY 2, 2020

Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide. One key component for inspiring better interactions between companies and their customers is Calabrio having a fully unified approach and identity. Seamless and consistent communications.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

Calabrio

MAY 3, 2017

Contact centers also provide channels for inbound and outbound customer interactions , yet many marketing departments don’t consider them part of their voice-of-the-customer (VoC) mix. For CMOs, here are five reasons the contact center should be marketing’s new best friend. Manage customer expectations.

Contact Center 100

Contact Center Meeting Infographics Advertising 100

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Customer Feedback – Engage customers immediately following their interaction with agents via short, dynamic surveys.

Engagement 67

Engagement Customer Experience Contact Center e-support 67

Esteban Kolsky

MARCH 13, 2018

The total cost of operations of customer support departments will decrease over time as technology and corporate processes are leveraged as part of operations and personnel costs will trend down over time – this is a way to say that depending on who you manage your budgets, this may be a better metric to use than the others introduced above.

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

Esteban Kolsky

JANUARY 29, 2018

30% churn in contact centers was not unheard off, and there were a couple of companies I know that had 120-150% turnover in one year. They can capture 40-80% of customer interactions and solve them. I know, it sounds crazy at first – but happy employees tend to stay, thus reducing churn. Remember the bad old days?

Customer Experience 107

Customer Experience Customer Journeys Self Service Interaction 107

Avaya

MAY 20, 2019

Quality Management? Workforce Management? 1 in the global contact center systems market and Verint a recognized global leader in Workforce Engagement ). In the meantime, learn more about developing a strong culture of workforce engagement with our latest white paper, published in partnership with Frost & Sullivan.

Self Service 11

Self Service Net Promoter Score Strategy Marketing 11

Interactions

JANUARY 6, 2022

At Interactions, we have been working in AI in CX for nearly two decades and have witnessed this firsthand as business goals and consumer habits change. Mike Iacobucci, Interactions CEO. We asked our Interactions experts to share their predictions. Read our white paper to learn more.

Customer Experience 71

Customer Experience Contact Center eBook Interaction 71

Vonage

DECEMBER 6, 2018

They focus on digital channels while excluding voice in the contact center. However, by neglecting voice in the channel mix, the contact center is at risk of becoming disconnected from digital channels. Agents managing digital and voice channels should have complete visibility of cross-channel interaction history.

Omni-Channel 145

Omni-Channel Multi-Channel Self Service Strategy 145