NICE inContact

JULY 18, 2019

IT leaders rely on a set of critical contact center functionalities for efficiency and success. Wouldn’t it be great if there were solutions that allowed for easy scalability, global connectivity, omnichannel routing, all in a unified and secure platform? Watch this video to learn that this is possible and available.

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Contact Center Omni-Channel Call Center Video 150

NobelBiz

FEBRUARY 10, 2023

Host: Since we’ve officially entered the connected era, how will the emergence of 5g and IoT empower contact centers? And do you think it will help in creating a refined Omni Channel experience? So do you see contact centers implementing more self service mechanisms?

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Contact Center Omni-Channel Self Service Multi-Channel 52

BlueOcean

JANUARY 9, 2018

Forget AI being the future of the contact center. AI is the now of the contact center. Artificial intelligence in the contact center is one significant piece of the puzzle that is omni-channel customer service. That’s where AI in the contact center once again steals the limelight.

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Omni-Channel Customer Care Contact Center Case Study 191

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. With Amazon Lex, you can implement an omnichannel strategy where customers engage via phone, websites, and messaging platforms. This is the second post of a two-part series.

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Contact Center Chatbots Self Service Touchpoint 94

NICE inContact

NOVEMBER 12, 2018

Contact centers are a powerhouse to deliver that exceptional experience across the entire customer journey starting from awareness, interest to purchase, service and advocacy. Contact Center Customer Experience can be enhanced every step of the way as customers interact with the brand.

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Contact Center Tips Self Service Customer Experience 120

NobelBiz

APRIL 24, 2020

In episode 4, we talk with Christa Heibel, Founder & CEO of CH Consulting about how she manages to consult businesses in the call center industry in times of crisis. The post VIDEO: Omnichannel Contact Center – What It Is and What It Brings, with Christa Heibel appeared first on NobelBiz®.

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Contact Center Omni-Channel Video Call Center 52

Storyminers

JANUARY 24, 2017

We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. What’s the most important thing contact center managers should prepare for in 2017? Here’s what we learned.

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Contact Center Omni-Channel Brands Hospitality 133

TechSee

DECEMBER 11, 2018

Once aligned, contact center leaders must prioritize carefully and make smart choices in order to show ROI in the short term, while building robust foundations towards greater impact in the long term, as key technologies mature. Aligning business objectives with contact center performance.

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Call Center Omni-Channel Self Service Strategy 182

Upstream Works

FEBRUARY 17, 2022

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers.

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Contact Center Strategy Omni-Channel Social Media 78

NobelBiz

FEBRUARY 10, 2023

What is the specific need contact centers have now and who will be the ones to rise and meet that need? And why are some contact centers still slow to adopt what would be the only way to save their business? Steve Bederman on the Contact Center Insights Podcast. How do I do voice or video?

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Contact Center Omni-Channel Call Center Airlines 52

Upstream Works

JULY 16, 2021

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Learn more about our omnichannel contact center solutions here.

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Contact Center Innovation Self Service Customer Journeys 78

Uniphore

AUGUST 30, 2015

As WDS points out, every mobile device is an “omni channel platform with voice, email, web chat, video chat, SMS and social media capabilities”. More than a third of consumers would gladly live without electricity for a week if the alternative was to live without their smartphones, found a Cisco study. It’s understandable.

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Omni-Channel Contact Center Social Media Customer Service 100

Upstream Works

JUNE 25, 2020

This is the second article in a three-part series about how COVID-19 is impacting contact centers and how they can adapt to this new normal. In the first part of our three-part series, we addressed the important role the contact center plays in business continuity during this global pandemic. What We’ve Learned So Far.

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Contact Center Management Self Service Omni-Channel 78

NICE inContact

JUNE 14, 2017

How do you know if you’re meeting their expectations for Omnichannel service? inContact conducted research on Omnichannel customer service experiences and results. Voice being by far the most preferred contact channel. The post Are You Meeting Your Customers’ Expectations for Omnichannel Service?

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Omni-Channel Customer Expectations Self Service Meeting 145

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations. Communication.

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Contact Center Software Contact Center Software eBook 52

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

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Contact Center Trends Omni-Channel CRM 79

NICE inContact

JUNE 27, 2017

For Carlson Rezidor , one of the globe’s largest hotel groups with 1,400 properties, including the widely known Radisson brand, creating consistency across all guest reservation contact centers had its own challenges. We wanted to give them a personalized experience, but we needed a contact center platform that allowed us to do that.”.

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Omni-Channel Contact Center Abandon Rate Guest Experience 120

NobelBiz

MARCH 29, 2022

With the growth of digital technologies and the rise of new communication channels, the notion of consumer engagement took a whole new dimension. It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers.

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Contact Center Customer Engagement Engagement Call Center 52

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

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Contact Center Multi-Channel Contact Center Software Policies 52

Comm100

AUGUST 20, 2019

If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able to pick out various aspects of the customer experience, which could be improved, turning these thoughts into a successful process which guarantees results is often trickier.

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Contact Center Tips Customer Experience Culture 100

ViiBE Blog

DECEMBER 18, 2020

Both call centers and contact centers are critical tools for customer service. Setting up a successful call or contact center is important for ensuring customer satisfaction and for building a brand’s value. Both of these kinds of centers involve the use of phone channels for communication.

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Call Center Contact Center Omni-Channel Social Media 52

ViiBE Blog

DECEMBER 18, 2020

Both call centers and contact centers are critical tools for customer service. Setting up a successful call or contact center is important for ensuring customer satisfaction and for building a brand’s value. Both of these kinds of centers involve the use of phone channels for communication.

Call Center 52

Call Center Contact Center Omni-Channel Social Media 52

Upstream Works

SEPTEMBER 5, 2019

Omnichannel. It’s important to take the term “omnichannel” with a grain of salt. A channel, to be clear, means a communication vehicle that a customer/member/etc. Other channels might include Email, or Web Chat. So how does this differ from “omnichannel”? might use when interacting with your organization.

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Contact Center Self Service Trends Technology 60

Playvox

NOVEMBER 2, 2021

Let’s explore five current shopping trends, and what this behavior means for those of us in the contact center industry. Brands are also recreating the experience of in-person shopping with features like live chats with sales associates, product demos, and how-to videos. Hybrid Holiday. Safety and Security.

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Contact Center Trends e-support Social Media 73

Vonage

FEBRUARY 23, 2017

Using multiple retail channels promotes success. Research by Salesforce revealed that companies are 22 times more likely to retain their customers if they have a strong omni-channel strategy. This means it’s crucial that businesses invest in robust systems capable of tracking customer feedback across multiple channels.

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Omni-Channel Consumers Self Service Social Media 218

InMoment XI

JANUARY 12, 2024

Here is a breakdown of how conversation intelligence operates: Data Collection: Conversation intelligence platforms can work as part of an omnichannel contact center to gather data from various sources, including audio recordings of phone calls, video conferences, chat transcripts, emails, and other written communication channels.

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e-support Healthcare Multi-Channel Call Center 260

Uniphore

NOVEMBER 2, 2021

With the strong work-from-home reality, most people are using collaboration tools, including spending most of their day on video calls. Uniphore’s Conversational Automation platform taps into the non-verbal part of these engagements, like facial expressions, using real-time audio and video analysis.

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Omni-Channel Video Contact Center Sales 100

Vonage

MARCH 26, 2018

Although there’s no one-size-fits-all solution, the following 10-step plan will provide a framework that will allow your contact center to adopt a more personalized approach to customer care. If you’re not providing an omni-channel service experience, your customers will happily switch to a competitor that does.

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Omni-Channel Self Service Customer Experience Social Media 145

NobelBiz

FEBRUARY 22, 2023

Contact centers and almost no industry has been spared, as working habits, job schedules, communication patterns and technologies have all been altered drastically. As a result, the tools, technology, and procedures that contact centers will need to adapt to hybrid work patterns that must be carefully evaluated.

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Contact Center e-support Culture Meeting 52

NobelBiz

FEBRUARY 22, 2023

Contact centers and almost no industry has been spared, as working habits, job schedules, communication patterns and technologies have all been altered drastically. As a result, the tools, technology, and procedures that contact centers will need to adapt to hybrid work patterns that must be carefully evaluated.

Contact Center 52

Contact Center e-support Culture Meeting 52

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

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Call Center Tools Contact Center Net Promoter Score 104

NobelBiz

MARCH 12, 2024

Unified CXM involves building, analyzing, and maintaining a cohesive branding strategy and seamless customer experience across all touch points of an omnichannel customer journey. It ensures consistency in content, purpose, and branding across online, in-store, phone, and other engagement channels.

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Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

BlueOcean

DECEMBER 20, 2017

What does that mean for outsourced contact center employers? The idea of contributing to the greater good – and doing meaningful work – is one that drives many major life decisions for the Millennial generation, even the decision about working in a contact center.

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Omni-Channel Contact Center Employee Engagement eBook 159

NobelBiz

MARCH 1, 2021

Today, not only is this centralization no longer necessary but also the implementation of cloud contact center solutions is becoming more prevalent and accessible to all call centers wishing to develop remote work. Hence the question, what are the advantages of Cloud Contact Center Solutions?

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Contact Center Call Center Virtual Call Center Call Flow 52

NICE inContact

OCTOBER 2, 2019

From traditional channels such as phone, to in-demand digital channels like online chat and SMS / text , organizations are demonstrating their commitment to the customer experience by funding service improvements in multiple channels. Interested in learning more? Download your free copy today.

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Self Service Omni-Channel Contact Center eBook 150

Storyminers

JANUARY 24, 2017

We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. What’s the most important thing contact center managers should prepare for in 2017? Here’s what we learned.

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Contact Center Omni-Channel Brands Hospitality 50

NobelBiz

OCTOBER 6, 2020

The latest news from the workforce market seems to point out that the contact center industry has settled for a clear model. Maybe a surprise for some and confirmation for others, but the contact center industry seems to have adapted quite well to the new reality of remote work. The same J.D. The same J.D.

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Contact Center Call Center Banking Customer Service Representative 52