BlueOcean

FEBRUARY 24, 2016

One of our most popular blog posts focuses on which contact center predictions from the past few years have come true in the world of outsourced customer service. As any workforce management professional will tell you, excellence in forecasting/prediction is what differentiates the leaders from the also-rans in call center operations.

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

NICE inContact

MARCH 28, 2019

It often eliminates the “on hold” frustration of voice calls and lets contact centers increase productivity by having agents work with 3 or 4 customers at the same time. According to WhosOn , 68% of people prefer to have root canal without anesthetics, a tax audit or a dinner with mother-in-law, rather than to wait on hold.

Chatbots 149

Chatbots Self Service Virtual Agent Contact Center 149

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Earlier, businesses used to see contact centers as cost centers.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

Call Experts

MAY 8, 2019

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. Develop sophisticated performance analytics that evaluates contact center metrics. Understand top tier contact center operations and benefits. More Blogs Menu.

Customer Experience 65

Customer Experience Call Center Contact Center Conference 65

Magellan Solutions

JULY 29, 2021

The coronavirus pandemic has been tough on the contact center services Philippines and on a global level. . Through friendly interactions, your virtual agent can ensure that your live agents speak with the most qualified leads. Increase Contact Rates and Conversion Rates. Lead Generation Call Center.

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

NobelBiz

JANUARY 10, 2021

Mobility, flexibility, automation… the development of chatbots is the inevitable result of a ten-year technological convergence that has swept across all companies and contact centers. What are its advantages for contact centers? Why do call centers need a chatbot? How does a chatbot function? What is a chatbot?

Contact Center 52

Contact Center Chatbots Virtual Agent Call Center 52

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Omnichannel Service: How do YOU Rate? Artificial Intelligence Conference.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Kustomer

JUNE 10, 2021

A holistic approach to CX doesn’t stop simply at omnichannel communication. Gabe’s sidekick and 20 years CRM contact center life. Formerly was the Vice President and GM of the contact center business at Cisco and prior to that, I was actually CEO of a cloud contact center company called Serenova.

Contact Center 97

Contact Center Consumers Interaction CRM 97

Upstream Works

JANUARY 18, 2022

No area of business has been impacted by the great resignation more than the contact center. Many organizations were focused on improving customer experience and digitizing the contact center just two years ago. Today, the urgent problem experienced by a contact center is simply not being able to get enough bums in seats.

Contact Center 78

Contact Center Virtual Agent Self Service Knowledge Base 78

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

UJET

MARCH 22, 2021

We gravitate to the shinier objects and tend to focus more on the agent experience, omnichannel, and artificial intelligence. When the pandemic first started, contact center operators were scrambling to support agents working from home. The IVR isn’t a topic that gets enough coverage.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

NICE inContact

SEPTEMBER 17, 2019

By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX. Access this webinar: From Brick & Mortar to Digital Superhero: DSW’s Journey to AI-Powered Virtual Agents.

Self Service 139

Self Service Virtual Agent Customer Experience Average Handle Time 139

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. Additional findings from Waterfield Tech’s research include: The Value of Investing in the Contact Center. 80% are using voice.

Virtual Agent 52

Virtual Agent Telecommunications Contact Center Customer Experience 52

UJET

SEPTEMBER 15, 2020

Contact Centers Need a Single Source of Truth in Data. In the most basic enterprise customer service toolset, there’s a contact center platform (or ACD), customer relationship management solution (CRM), and workforce engagement solution ( WEM ). But in practice, these integrations are almost never perfect.

Data 78

Data Customer Experience Contact Center CRM 78

UJET

SEPTEMBER 15, 2020

Contact Centers Need a Single Source of Truth in Data. In the most basic enterprise customer service toolset, there’s a contact center platform (or ACD), customer relationship management solution (CRM), and workforce engagement solution ( WEM ). But in practice, these integrations are almost never perfect.

Data 56

Data Customer Experience Contact Center CRM 56

Kustomer

JUNE 27, 2022

Current Trends for Customer Service Platforms. Here are CX trends to stay on top of: Personalization Efficiency Self-service Human empathy. Ensuring these attributes are integrated and delivered across all company channels will aid not only in meeting but also in surpassing customer expectations.

Software 98

Software Tools Customer Service Self Service 98

NICE inContact

MAY 21, 2019

Self-service can be anything from a virtual agent that is capable of responding to a specific question to fully AI-enabled smart chatbots that can anticipate and automate work for the advisor. It may be a simple DTMF-based IVR or a sophisticated voice-enabled intelligent IVR that fully automates actions.

Self Service 136

Self Service Strategy Virtual Agent Chatbots 136

Comm100

FEBRUARY 16, 2018

While shifts in customer service trends tend to happen gradually, by keeping an eye on what is changing – and what is staying the same – your business will always be up to date on the latest industry developments. That is why reducing customer effort was voted the number one priority for contact centers in 2018.

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101