UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. The post Can Artificial Intelligence Replace Contact Center Agents?

Omni-Channel 72

Omni-Channel Contact Center Self Service Virtual Agent 72

Talkdesk

DECEMBER 1, 2020

To develop a transformation strategy, look beyond traditional contact center key performance indicators (KPIs) and instead use a holistic view of your CX to evaluate, prioritize and enhance areas in need of improvement. The Talkdesk CX Maturity Model evaluates CX based on nine core areas: .

Contact Center 104

Contact Center How To Roadmap Customer Centricity 104

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET.

Contact Center 56

Contact Center Strategy Roadmap Consulting 56

Playvox

NOVEMBER 3, 2021

According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. Rating systems are inherently subjective.

Contact Center 103

Contact Center Culture Competitive Advantage Leadership 103

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. For these instances, only a trained contact center agent can provide assistance. Empowering your team.

Self Service 100

Self Service Contact Center Call Center Training 100

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. For these instances, only a trained contact center agent can provide assistance. Empowering your team.

Self Service 100

Self Service Contact Center Call Center Training 100

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. For these instances, only a trained contact center agent can provide assistance. Empowering your team.

Self Service 100

Self Service Contact Center Call Center Training 100

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. The post Can Artificial Intelligence Replace Contact Center Agents?

Omni-Channel 56

Omni-Channel Contact Center Self Service Virtual Agent 56

Talkdesk

JULY 20, 2020

As the pandemic continues and fully remote operations become “the new normal”, organizations must reevaluate their virtual call center approach and determine the best strategy for its implementation. Enterprises must consider the implications of a full-time transition from a physical to a virtual contact center.

Virtual Call Center 93

Virtual Call Center Call Center Contact Center Guidelines 93

NobelBiz

FEBRUARY 13, 2024

This efficiency reduces idle time and increases overall contact rates. NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?

Call Center 59

Call Center Self Service Software Contact Center 59

Uniphore

NOVEMBER 11, 2021

Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value. After the call, the system sends the customer a summary of the promises made to align expectations. For the finance industry, the global pandemic was a watershed moment.

Banking 130

Banking Net Promoter Score Contact Center NPS 130

Seaton CX

MAY 24, 2023

AI analyzes every call to the contact center. According to an IDC white paper published in January 2022 , 87% of companies believe they provide an excellent customer experience—but only 11% of customers agree. Chad designed and implemented a performance management system. Clearly an opportunity for improvement.

Metrics 59

Metrics Customer Experience Contact Center Average Handle Time 59

inmoment

SEPTEMBER 6, 2018

One of our main objectives at InMoment is to create products that get rid of the sense of impending doom customers associate with contact centers, and replace it with a state of resolution and peace. Contact centers that are not part of an organization’s primary business are commonly not included in strategy sessions.

Contact Center 40

Contact Center Data Customer Experience Touchpoint 40

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. This is where “Systems of Listening,” and the technology to support them, come in.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. Scoring an “Ok” Satisfaction Rating Isn’t Enough.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

CSM Magazine

JANUARY 24, 2023

This could help contact centers to improve the efficiency and accuracy of their customer service operations. ChatGPT can be integrated with other conversational AI systems to provide more natural and accurate responses to user inquiries. How could contact center agents take advantage of ChatGPT? Question 3.:

Contact Center 52

Contact Center Chatbots Comparison Training 52

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management.

Contact Center 52

Contact Center Call Center Training Management 52

Magellan Solutions

JULY 28, 2021

Your partner in contact center services Philippines can provide you several sample scripts and templates that you can use for your telemarketing campaign. White Papers. In addition to that, your outsourcing partner could also help you in research and creating white papers that you can distribute. .

B2B 52

B2B Call Center Social Media Omni-Channel 52

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. This year, we will finally witness the tipping point where digital channels —email, chat, social, text, messaging—overtake voice in the contact center. 2018 Trend 1: Digital Channels Finally Overtake Voice. Here, we dissect CX Trend No.10:

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

Eptica

FEBRUARY 6, 2019

Management is distracted, new systems go wrong, or staff become demotivated as they worry about their roles (witness the chaotic customer damage at TSB when five million customers were experiencing payment problems because of IT restructuring following its acquisition). Across every industry and country, change is now the only constant.

Automotive 73

Automotive Social Media Contact Center Banking 73

Avaya

AUGUST 25, 2017

As Hurricane Harvey approaches the coast of Texas, Avaya wants to ensure that we all review our plans to keep communication systems running at peak performance and stabilized when disaster strikes. Keeping communication systems running often includes a great partner with a deep bench of experts who have experience in many complex situations.

Communication 64

Communication System Analysis Software 64

Avaya

JANUARY 26, 2018

Supervisors and managers can use this both in the contact center and back office to view customer interactions from beginning to end via synchronized screen and call recordings. For a deeper dive into MiFID II (including a few WFO features not mentioned above) download the white paper MiFID II: What Does it Mean for Your Organization?

Financial 51

Financial Contact Center Call Recording Communication 51

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Here are five key takeaways, in no specific order, to improve contact center performance.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Avaya

AUGUST 25, 2017

Avaya wants to ensure that we all review our plans to keep communication systems running at peak performance and stabilized when disaster strikes. Keeping communication systems running often includes a great partner with a deep bench of experts who have experience in many complex situations.

Communication 53

Communication System Analysis Software 53

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges.

Contact Center 140

Contact Center Social Media Roadmap Report 140

Avaya

JANUARY 24, 2018

They have been working for years to create and refine practices and systems to be compliant with a European Union directive that became effective January 3, 2018: the Markets in Financial Instruments Directive II or MiFID II. An original MiFID was enacted in 2004, prior to the 2008 global financial crisis.

Financial 46

Financial Government Banking Policies 46

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges.

Contact Center 100

Contact Center Social Media Roadmap Report 100

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges.

Contact Center 100

Contact Center Social Media Roadmap Report 100

TechSee

DECEMBER 12, 2017

Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

Uniphore

JANUARY 4, 2022

White Papers. Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. He has an MBA from the University of Delhi, where his focus areas were Finance and Marketing and has a post graduate honors diploma in Systems Management. Conversational AI Platform.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

Help Scout

AUGUST 11, 2021

Fonolo is a platform that supports customer service teams with their phone systems. They offer call-back systems, conversation scheduling, and visual IVR. Call Center. Contact Center. Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers.

Customer Service 80

Customer Service eBook Leadership Resources 80

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Check out the “ Is Your Contact Center Ready for a Workforce Optimization Solution ” infographic.

Engagement 67

Engagement Customer Experience Contact Center e-support 67

Comm100

NOVEMBER 15, 2017

For the average contact center SQM benchmarks, only 48% of total calls are ‘one and done’ call resolution. This means for the average contact center, 52% of total calls handled by customer service representatives are for customers who are calling 2 or more times to resolve their call.”.

How To 109

How To First Call Resolution Social Media Contact Center 109

Magellan Solutions

AUGUST 11, 2021

For example, receiving your value-packed email newsletter, a sale price, a free trial to a software product, a white paper, a spot in an important seminar. . Will you need any additional tracking systems to help you accurately measure performance? If you’re B2C, your offer is most likely a product pitch or a special offer.

ROI 52

ROI Call Center Measurement Contact Center 52

Tricia Morris

SEPTEMBER 4, 2015

In a recent white paper , ThinkJar Founder and Principal Esteban Kolsky, agreed that this is a commonly heard frustration. Churn comes from having too many disjointed tools instead of a single screen, not having the latest information, or having to ‘hunt’ for it among different systems, tools, and channels.

Engagement 40

Engagement Customer Service Customer Service Representative Employee Engagement 40

Esteban Kolsky

JANUARY 29, 2018

30% churn in contact centers was not unheard off, and there were a couple of companies I know that had 120-150% turnover in one year. And so, they asked them what they wanted and what they wanted was better career paths, more training, and better systems. Remember the bad old days?

Customer Experience 107

Customer Experience Customer Journeys Self Service Interaction 107

Esteban Kolsky

MARCH 13, 2018

Optimization via improved training and better operations also reduce the amount of downtime for personnel as they go through needed training and they use better systems that demand less know-how with better outcomes. If this is the case, then great – I recently wrote a white paper on how to engender engagement in employee populations.

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107