Three Frightening Contact Center Problems Solved with Cloud

Avaya

It’s the spookiest time of the year, and not just because contact centers like yours are about to head full bore into the holiday rush. Halloween is coming, and to get into the spirit, we’re here to help you overcome some common contact center terrors: WFH Agents.

Omnichannel Customer Service is Important, But Don’t Hang up the Phone!

Advantage Communications

In this blog we often talk about the innovative omnichannel technology that a modern outsourced call center will bring to your organization, and how those technologies will help your company realize significant benefits to your customer service strategy.

Self-Service Strategies for Elevating CX at Your Contact Centre

NICE inContact

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. Self-service not only has benefits for consumers and businesses, but for advisors and agents as well. ICMI Research indicates that, with the right self-service strategy, agent satisfaction actually can increase. Self-service options for the contact centre are far and many.

Most AI Chatbots will Fail, and That’s Okay!

NICE inContact

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. It’s a great way to move them to chat with a live agent. Instead of looking at this as a failure to contain, lets look at this as an opportunity to get rid of the repetitive questions chat agents spend time answering.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

As a pioneer in AI for contact center customer service and customer. of AI, and eGain’s viewpoint on how it can be leveraged for contact. center customer service. Contact Center 1. agents, or concierges, VAs help businesses wow customers with. agents.

Guest Blog: Want to Excel at Customer Service? Transform your Contact Centers into Customer Engagement Centers

ShepHyken

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.

Omega World Travel Finds Innovative Solutions with Unified Cloud Platform

NICE inContact

Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets. contact center was going nowhere. And then there’s the matter of remote agents. With $1.5

Build your business case to invest more in customer experience – Learn the metrics that move the needle

NICE inContact

Of the many metrics that Contact Center Executives care about, here are some key ones that directly impact customer experience: Customer Satisfaction (CSAT) – This continues to be the #1 direct measure on customer experience. Call Center Best Practices Customer Experience Omnichannel

May Verint Speakers: Customer Engagement, GDPR, Automation and More

Verint

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. A study published in 2017 investigated the presence and effects of relational language on intelligent virtual agents (IVAs). Omnichannel Service: How do YOU Rate?

7 Top Priorities for the Future of Customer Engagement

Calabrio

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. The manufacturer then notifies you (via email, which it recognizes as your preferred method of contact) that the machine needs repair.

4 Ways AI-powered Virtual Agents Automate the Contact Center

Speaker: Tom Lewis, CEO of SmartAction

The Three Most Important Questions to Ask About the Future of Customer Service

BlueOcean

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. One of the potential game changers for the future of the call center is prescriptive analytics.

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?

Comm100

That is why reducing customer effort was voted the number one priority for contact centers in 2018. Recommended for you: Is Your Contact Center Ready for the New Year? This union between agents and bots in 2018 is good news for customer service. Introduction.