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). But getting to this nirvana is no picnic.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

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. Omnichannel. but information isn’t shared across channels.

Contact Center 56

Contact Center Customer Experience Omni-Channel Call Recording 56

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. Want to learn more?

Contact Center 40

Contact Center How To Knowledge Base Training 40

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

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. They are processing data across channels, including recorded contact center interactions, emails, chat and other digital channels.

Financial 111

Financial Omni-Channel Groups Analytics 111

CSM Magazine

JANUARY 11, 2016

Contact centers can no longer be viewed simply as cost centers. Investment is needed to integrate digital customer service but many organizations think that deploying a full omni-channel solution is complicated. The reality is many contact centers will only need to enhance existing architecture.

Social Media 40

Social Media Omni-Channel Tips Customer Service 40

Think Customers

DECEMBER 13, 2021

Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace. 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.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Avaya

AUGUST 2, 2017

In our experience, the reason for this is because an initial business discovery process was not sufficiently performed to put a strategic execution roadmap in place. A digital roadmap must be created with an inherent understanding of customer, revenue, technical, people, processes and operational drivers.

Roadmap 63

Roadmap eBook Exercises Strategy 63

NobelBiz

FEBRUARY 27, 2023

In our sphere, a successful contact center is defined by its ability to manage customer interactions and meet their needs, while also operating in an efficient and cost-effective manner. To become a successful contact center, managers should pay exhaustive attention to four aspects, the first of which is a well trained workforce.

Contact Center 52

Contact Center Self Service Wait Times Metrics 52

Avaya

JUNE 9, 2017

” Well, we’d like to put a new-age spin on this: “If an organization implements a digital transformation plan without a strategic roadmap, does it have an impact?”. Learning how to collaboratively build and deliver a compelling digital business case/roadmap with Avaya’s Customer IT and Business leaders. In the webinar.

Roadmap 41

Roadmap Exercises Strategy Customer Engagement 41

NobelBiz

OCTOBER 2, 2023

In the domain of contact centers, the paramount focus lies in ensuring streamlined and effective communication with clients. When approached from a contact center perspective, these systems not only manage and monitor customer inquiries but also harmonize the operational flow, thereby optimizing customer experience.

System 106

System Contact Center Contact Center Software Social Media 106

Avaya

MAY 16, 2017

Roadmap Creation: A detailed roadmap helps you finalize digitization plans before implementation. Opportunity Prioritization: Identify target applications and technology architectures, then determine how these new solutions will affect existing technologies and align with core needs (i.e., operational savings, CX improvements).

Company 50

Company Roadmap eBook Strategy 50

NobelBiz

MAY 22, 2023

According to Aberdeen Group , 90% of contact centers that switched to the cloud did so for financial flexibility. Below, we outline a roadmap to guide you through this transition. NobelBiz OMNI+ is a customizable powerhouse of productivity that can be deployed in just a few days. Your business deserves nothing less!

System 52

System Contact Center Call Center Communication 52

Pointillist

NOVEMBER 18, 2021

Without understanding why customers use each product and gauging their level of success, it’s easy to incorrectly prioritize your product roadmap. Omnichannel Interaction Data is Siloed or Nonexistent. Traditionally, digital product experiences are measured by channel, product or location. Increase Digital Containment.

Customer Journeys 45

Customer Journeys Self Service Customer Experience How To 45

SurveySensum

JULY 14, 2020

Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional. She is also the Founder & President of Megan Germann Insights & Consulting, helping organizations uncover insights, creating a roadmap for success. . He is a GTACC Award winner and has been listed in the ICMI Top 50. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Avaya

APRIL 24, 2017

Adopting customer journey analytics means businesses must now support a powerful, real-time visualization of the customer journey across all lines of business, not just the contact center. They need a roadmap to continually reinvent key processes and fine-tune organizational behavior.

Customer Journeys 59

Customer Journeys Analytics Multi-Channel Contact Center 59

Kustomer

JUNE 11, 2020

New York, NY – June 11, 2020 — Kustomer , the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences, announces today that it has been named in Gartner’s Magic Quadrant for the CRM Customer Engagement Center (CEC) report, published on June 4, 2020 by the research and advisory firm.

CRM 52

CRM Customer Engagement Engagement Self Service 52

GlowTouch

SEPTEMBER 18, 2020

New personnel need a roadmap of expectations: do people work collaboratively or independently, is management top-down or is associate feedback encouraged? GlowTouch provides outstanding contact center and technology outsourcing solutions to clients around the world. Is the workplace permission-based or forgiveness oriented?

Culture 52

Culture Company Government Leadership 52

Comm100

FEBRUARY 6, 2018

Company Seeks Omnichannel Customer Support Software. Although Comm100 is primarily a customer service software, it also acts as a sales solution, helping contact centers convert leads and upsell products in real time, just as a salesperson might do in a brick-and-mortar store. Company Seeks Omnichannel Customer Support Software.

Software 104

Software Customer Engagement Engagement Omni-Channel 104