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

Talkdesk

DECEMBER 10, 2020

Migrating a contact center to the cloud can drive your digital transformation program forward. Identify the business opportunity Before building a case, consider the impact of moving to a cloud contact center for your business. Read on to learn exactly how to do that. Think about the benefits (e.g.,

Contact Center 115

Contact Center How To Transportation Roadmap 115

NICE inContact

AUGUST 22, 2017

inContact’s study revealed that only 26% of millennial respondents prefer voice, yet 62% opted for inbound/outbound voice in their most recent interactions. In order to meet the needs of millennials, and younger generations, chat should be a factor in contact center channel planning. Let’s look at the market. Do we see an “aha!”

Contact Center 140

Contact Center Social Media Roadmap Customer Satisfaction 140

NICE inContact

AUGUST 22, 2017

inContact’s study revealed that only 26% of millennial respondents prefer voice, yet 62% opted for inbound/outbound voice in their most recent interactions. In order to meet the needs of millennials, and younger generations, chat should be a factor in contact center channel planning. Let’s look at the market. Do we see an “aha!”

Contact Center 120

Contact Center Social Media Roadmap Customer Satisfaction 120

Playvox

AUGUST 8, 2022

But the trend also disproportionately impacted contact centers and customer support organizations. If every one of these agents acted on that thought, service centers would be gutted. One of the biggest challenges that contact centers have faced is that employees are demanding more from their employers. Technology.

Contact Center 78

Contact Center How To Leadership Trends 78

TechSee

FEBRUARY 12, 2019

Human-AI interaction, for years held up as the final frontier, is now giving way to autonomous AI-powered customer self service becoming a part of our daily experience. However, living, breathing contact center agents still have a vital role to play in training the self service platforms of the future.

Self Service 111

Self Service Contact Center Banking Roadmap 111

Talkdesk

MAY 18, 2020

What did 2019 teach us about security in the Contact Center? What to Do to Secure Your Contact Center Now That Agents Are Working From Home? #1 In an ever-changing environment where people can’t go outside safely as much as they used to, they are replacing in-person interactions with digital ones.

Contact Center 83

Contact Center Policies e-support Conference 83

Avaya

APRIL 10, 2019

of organizations are using or planning to use AI for customer interactions or analytics. Skills-based routing – Advanced rules that change in real-time, based on the AI algorithm, to govern how to route customer interactions based on skills of agents available and circumstances causing customer interactions at that time.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

BlueOcean

AUGUST 30, 2018

In this environment, partnering with a solid outsourced contact center partner can be the best decision you can make. More and more customer interactions are happening without any human interaction at all. Automation through AI-driven technologies will never replace the need for human contact center agents.

Customer Service 232

Customer Service Contact Center Chatbots Customer Care 232

NobelBiz

DECEMBER 11, 2023

Call flows are essential for contact centers as they provide a structured framework for managing customer interactions. Understanding Call Flows A call flow is like a roadmap that guides a phone call through a contact center. It ensures calls are directed to the right destination within your organization.

Call Flow 106

Call Flow Customer Experience Contact Center Call Center 106

Talkdesk

JANUARY 12, 2018

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. What new tools will your contact center features offer customers and agents in 2018? Read the full list of features in our ebook here.

Contact Center 40

Contact Center Return on Investment eBook Roadmap 40

Talkdesk

JANUARY 12, 2018

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. What new tools will your contact center features offer customers and agents in 2018? Read the full list of features in our ebook here.

Contact Center 40

Contact Center Return on Investment eBook Roadmap 40

Talkdesk

JANUARY 31, 2018

When Talkdesk puts together our long-term feature roadmap, we put a lot of thought into where contact center executives want to go in the future and build a product that will give them the tools they need to execute on their vision. From a high level, this is a goal we’ve always tried to achieve. No one wants to do that.

Contact Center 56

Contact Center Customer Experience Omni-Channel Call Recording 56

CX Accelerator

JULY 1, 2020

As a consumer, I was forced to change the way I interact with businesses. However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner. This article will cover the following: · Business Continuity.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

Avaya

APRIL 15, 2019

Increasingly, Digital Customer Experience (DCX) leaders are using and evaluating Artificial Intelligence (AI) to improve customer interactions. We asked 697 business and IT leaders for the top benefit they saw with adding AI to their customer interactions. Right behind that, on the top benefits list, is improves customer satisfaction.

Roadmap 47

Roadmap Customer Experience Self Service Chatbots 47

NICE inContact

DECEMBER 17, 2018

At the risk of stating the obvious, customer experience (CX) can make or break your contact center operation. At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. Our CXone roadmap will help you set the pace with your customer experience. We’re a leader in 3 of 3!

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

Oracle

FEBRUARY 3, 2020

In a recent webinar series, Daniel Foppen of Oracle’s CX Service Strategy along with 4 leading service professionals from BISSELL, Pier 1 Imports, Smiths Medical, and Elsevier discuss advanced contact center functionality and how they have future-proofed their respective contact centers.

Contact Center 40

Contact Center How To Knowledge Base Training 40

CX Accelerator

JULY 1, 2020

As a consumer, I was forced to change the way I interact with businesses. However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner. This article will cover the following: · Business Continuity.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). WFM to the rescue.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

Magellan Solutions

FEBRUARY 26, 2024

Humana Story : Humana’s call centers fielded 1 million calls per month, 60% of whom were just seeking basic coverage information. Problem : Overloaded agents and poor interactive voice response (IVR) experiences frustrated customers and drive overhead. Callers wasted time, and costs climbed.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

TechSee

DECEMBER 16, 2020

Visual Remote Assistant provides technicians and agents with interactive visual guidance to resolve issues quickly and effectively. The connected and agile platform integrates multiple data sets and workflows across contact centers, field services, and third-party systems for enhanced collaboration.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

COPC

MAY 31, 2022

COPC CX Standard for Customer Operations and COPC CX Standard for Contact Centers, Release 7.0 The series is a 12-month research effort that addresses timely issues affecting contact centers and customer experience. Certification provides a roadmap for reconstructing processes and preparing for change.

Customer Experience 102

Customer Experience Contact Center Consulting Guidelines 102

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Lithium

APRIL 12, 2022

Leaders and executives, especially in the contact center, are struggling to backfill empty seats and train incoming employees — and they're paying mightily for it. Agents are the most valuable resource in your contact center, and that’s where you should focus your investment. Contact Center Subfolders.

Omni-Channel 52

Omni-Channel Innovation Contact Center Customer Service 52

COPC

JANUARY 9, 2024

By adopting new technology and expanding our team’s capabilities, we’ve contributed to Mastercard’s overall growth and positioned the company among the leaders in the contact center industry. Lance Gruner: Our customers expect a seamless experience with every interaction, from sales to service.

Customer Experience 75

Customer Experience Net Promoter Score Guidelines Customer Care 75

Lithium

NOVEMBER 1, 2022

How to transform your contact center into a revenue source Contact centers aren’t just expenses. NEW Coaching Video: NPS/CSAT Enable users to privately share their feedback with your brand after a customer service interaction. They can also create significant value. Was it the stars aligning? Read on to find out.

Roadmap 52

Roadmap ROI Social Media Contact Center 52

Seaton CX

JANUARY 4, 2024

I visited one contact center housed in a converted distribution warehouse, far from the luxurious headquarters. Developers must deliver on the product roadmap for the company to stay competitive. But after onboarding, the greatest number of interactions with the customer happen in support.

B2B 52

B2B Case Study Airlines Roadmap 52

CSM Magazine

NOVEMBER 25, 2019

Bots, and the underlying AI that drives them, have become increasingly popular in many Customer Experience and contact center circles, and for good reason. Focus on developing transparent but conversational interactions. This transparency allows users to temper their expectations of an interaction with Alexa.

Chatbots 87

Chatbots Strategy Customer Experience Roadmap 87

Call Experts

APRIL 8, 2024

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Using a customer journey contact center can also be highly advantageous.

Contact Center 52

Contact Center Customer Journeys Call Center Touchpoint 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

This will not only provide a roadmap for implementation but also enable the tracking of progress and the measurement of the impact of CX initiatives on business outcomes. Your leaders might never interact with a CRM system or understand its importance. And that leads to more retained revenue.)

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Interactions

JUNE 25, 2020

The surge in contact volume stresses the contact center operations. In the last few weeks we’ve already seen brands reallocating sales and other staff to handle customer queries to strengthen the contact centers. Virtual agents behave like the best contact center agent, at scale.

Self Service 71

Self Service Virtual Agent Customer Journeys Contact Center 71

Talkdesk

JUNE 26, 2019

To do so, they rely on teams in three contact center locations to expertly handle over 5 million interactions each year. Frustrated with a lack of support from their previous provider, they needed to find a contact center solution that supported their current needs and aligned with their vision for the future.

Self Service 68

Self Service Contact Center Social Media Roadmap 68

Talkdesk

MARCH 24, 2020

Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. . A true AI-powered knowledge base benefits: Customers.

Knowledge Base 57

Knowledge Base Self Service Net Promoter Score Average Handle Time 57

CSM Magazine

NOVEMBER 9, 2022

In this new executive leadership role, Davies will work directly with Calabrio customers and prospects to prioritise customer-first contact centre strategies enabled by engaged employees and elevate their use of technology to better leverage deep VoC data and insights. About Calabrio. Calabrio is a trusted ally to leading brands.

Marketing 52

Marketing Contact Center Roadmap Leadership 52

Experience Investigators by 360Connext

JUNE 22, 2021

They may have had one bad experience with a contact center rep and decided that was enough to open the door to consider switching. Is a customer more likely to drift away after 1 year, 2 years or after a significant change in their life or in the way they interact with the product? . Review milestones along the customer journey.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Talkdesk

MARCH 12, 2020

As customer expectations evolve, so does the contact center. Managing this intersection is Jennifer Lundberg’s primary role, and she’s done it for organizations of all types: “I think if you can come up with a function for contact centers, we cover it.”. Choosing Talkdesk. Customizing the customer journey.

Omni-Channel 60

Omni-Channel Customer Journeys Self Service Contact Center 60

SurveySensum

JANUARY 24, 2024

Features that contribute directly to the product roadmap and support overarching business objectives should be given higher priority. But be sure to only ask about the features that resonate with your roadmap. Prioritise, based on strategy, roadmap, etc. Sign Up & Launch Feature Prioritization Surveys With SurveySensum!

Roadmap 52

Roadmap Feedback Customers Survey 52