Three Frightening Contact Center Problems Solved with Cloud


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.

A Reassuring Note About Conducting Business in Turbulent Times


customer experience customer journey customer service automated testing omnichannel contact center cx customer experience issues agile virtual agent IVR call center cx monitoring cloud cx assurance voice quality disruption digital transformation

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DSW Successfully Incorporates AI into Customer Experience

NICE inContact

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. Today, live agents are optimized to help customers more quickly on complex needs. We love our shoes!

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


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.

4 Ways AI-powered Virtual Agents Automate the Contact Center

Speaker: Tom Lewis, CEO of SmartAction

Most contact centers have an over-reliance on live agents for even the most rudimentary and repetitive call types. Hear examples from AAA, MGM Resorts, Hyundai, and Office Depot on how they are leveraging the power of conversational AI through cloud-based virtual agents to automate the call and chat types handled by live agents.

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.

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.

New KPI Metrics in the Era of Self Service


Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. When more enquiries are handled by AI-assisted agents – for example with best-next-step recommendations – are traditionally measured agent performance metrics still accurate?

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

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.

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


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


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.

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


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.

Use AI to enhance the customer experience journey.

Call Experts

Once those techniques start delivering positive results, utilize AI and agent-assisted functions to resolve complex customer inquiries and actions. Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol.

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


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.