InMoment XI
FEBRUARY 8, 2024
As you look to improve your business, consider contact center optimization. What is Contact Center Optimization? Contact center optimization refers to the process of improving the efficiency, effectiveness, and overall performance of a contact center.
NobelBiz
APRIL 2, 2024
At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. With the growing customer expectations, enterprises are under great pressure to deliver exceptional service.
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BlueOcean
DECEMBER 18, 2023
Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. The rate at which contact center technology has evolved accelerated during the pandemic years. She was blunt.
Horizon CX
APRIL 3, 2023
“A significant amount of time, attention, and money is invested in training a call center workforce to handle calls appropriately and provide outstanding customer service. Now is also a suitable time to market (“Did you know our _ was voted #1 in ” or “At we value…”) and reinforce your brand to your clients.
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Building a successful CX program requires teams to share data seamlessly across multiple functions, including support services, contact center, marketing, and sales. The Value Index is an assessment of how well vendors address buyers’ requirements for CX software and incorporates all criteria.
NICE inContact
OCTOBER 14, 2020
For years, marketers like myself have long espoused the benefits of cloud platforms to help businesses gain agility. Over the past 10 months, the pandemic has accelerated cloud contact center adoption, which is a win for consumers where expectations for exceptional customer experience (CX) continue to rise.
MiaRec
APRIL 8, 2024
Ever since COVID, contact centers have increasingly invested in Artificial Intelligence (AI). In fact, according to a recent MarketsandMarkets report, the global contact center AI market is expected to grow at a CAGR of 21.3% billion (May 2022) to $4 billion by 2027.
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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.
Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics
Is your head in the clouds when it comes to your contact center's future? If so, you're not alone; over the past three years, thousands of companies have begun the process of leaving premise-based contact center headaches behind and moving to the cloud. The top 5 tips for successful contact center cloud migrations.
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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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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.
Speaker: Helena Chen, Director of Product Marketing & Marilyn Cassedy, VP of Customer Success
Combined with the Great Resignation and a candidate-driven market, it’s become a perfect storm for contact centers. To cope with the struggle of hiring and retaining agents, call center leaders are offering more pay, more employee perks, and more training.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Contact center operators have been buffeted by the pandemic, work-from-home initiatives, the great resignation, and quiet quitting. As a result of these changes, new challenges have emerged, requiring contact centers to undergo major transformations. He will share with you: Market research on the shifting labor market.
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The biggest challenge facing Contact Centers is understanding what customers expect. With today’s ever-changing customer expectations, dynamic market realities, and aggressive competitors, the onus is on organizations to quickly understand where they are successful and where they fall short.
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