InMoment XI
OCTOBER 5, 2023
A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. However, building an effective, consistent contact center experiences can be overwhelming.
BlueOcean
OCTOBER 10, 2022
Blue Ocean offers some insights on how to create a contact center location strategy in a remote world. How do you continue to offer seamless customer service and experience in this new world of remote work?
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InMoment XI
FEBRUARY 8, 2024
As you look to improve your business, consider contact center optimization. What is Contact Center Optimization? Contact center optimization refers to the process of improving the efficiency, effectiveness, and overall performance of a contact center.
InMoment XI
JANUARY 10, 2024
Contact centers are not new by any means. As a matter of fact, the first employed call center agents date back to the 1950s. It wasn’t until the turn of the century that these call centers evolved into multichannel contact centers. The future of the contact center lies in the omnichannel contact center.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
InMoment XI
OCTOBER 24, 2023
In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. Demystifying Contact Center Analytics: More than Just Numbers What are Contact Center Analytics?
InMoment XI
OCTOBER 12, 2023
Omnichannel contact center solutions should be more than just a few buzzwords that are thrown around in your boardrooms. They should be strategies that deliver the seamless, convenient, and efficient interactions with brands that customers expect. Let’s dive in!
Speaker: Sam Hahn, VP of Technology & Technology Evangelist, eGain Corporation
If AI is a red-hot topic, AI and knowledge management for contact centers is white hot! Barriers to adoption include identifying use-cases, getting and sustaining funding, formulating a strategy, and lack of staff skills. Register for upcoming webinar “Beyond the Hype: Contact Center AI That Works”.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
Engagement integrates their personal goals into their work so they not only bring the quality the contact center requires, but each person feels cared about and cared for in the process — like customers require. Best practices for leaders in the contact center to truly get to know their employees and gain mutual trust.
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Improving lead efficiency is critical to driving profitability for your outbound contact center. By analyzing the right reporting metrics to get your true CPA, you can use smart dialing strategies in real time and dramatically improve contact rates.
Speaker: Melissa Pollock, Customer Success Officer, AmplifAI
As companies continue to seek every competitive advantage available, organizations must explore new opportunities and ways to increase productivity in our modern contact centers. With new technologies and emerging methods, managers must be both proactive and relevant in order to keep their agents engaged.
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Cloud-based technology approaches are quickly proving to be a clear winning strategy for companies large and small. Read this report to find out how you can leverage a cloud contact center to deal with unexpected demand, reduce costs, and deliver exceptional customer experiences.
Speaker: Irit Eizips, CEO, CSM Practice
Customer service, including contact center support and other customer facing teams must then: track the right customer data to prove value was achieved, and track the right KPIs to continuously improve their customer success strategy.
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