NICE inContact

OCTOBER 29, 2018

Case in point, I had an interesting conversation with a couple of millennials where I reflected on the tech I used in college (I am a “boomer”) – technologies like the first IBM PC, the DOS operating system, Lotus 123, “brick” cell phones, RPN calculators and the like. What does this have to do with contact centers?

Contact Center 120

Contact Center Contact Center Software Call Center Omni-Channel 120

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Keeping your contact center agents engaged. Invest in your agents.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

Talkdesk

DECEMBER 10, 2020

Migrating a contact center to the cloud can drive your digital transformation program forward. Identify the business opportunity Before building a case, consider the impact of moving to a cloud contact center for your business. Read on to learn exactly how to do that. Think about the benefits (e.g.,

Contact Center 115

Contact Center How To Transportation Roadmap 115

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. With the right technology and use cases, companies will be able to fully automate the handling of a growing number of inquiries and transaction types.

Omni-Channel 72

Omni-Channel Contact Center Self Service Virtual Agent 72

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Keeping your contact center agents engaged. Invest in your agents.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Keeping your contact center agents engaged. Invest in your agents.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. With the right technology and use cases, companies will be able to fully automate the handling of a growing number of inquiries and transaction types.

Omni-Channel 56

Omni-Channel Contact Center Self Service Virtual Agent 56

Calabrio

JULY 29, 2016

Smart contact center leaders know that the benefits of a strong quality assurance program stretch far beyond the walls of the contact center. Technology has made huge advances in recent years as the contact center has shifted from an unsightly but necessary business function to the cornerstone of customer experience.

Contact Center 100

Contact Center Self Service Analytics Omni-Channel 100

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. Read about these three emerging outsourcing priorities in the blog post written in conjunction with our Optimizing Pandemic Contact Center Outsourcing Relationships workshop.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

TechSee

MARCH 12, 2019

But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019. Computer Vision technologies. Bringing visual automation to contact centers. The Power of Visual Automation.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

Talkdesk

MAY 28, 2020

The extra cost of extending your VPN connection means buying and building out technology that will no longer be used once your agents return to the contact center. However, this tactic is not future-proof.

Comparison 79

Comparison Contact Center Connections Communication 79

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Among its standout features is the Preview Dialer.

Call Center 59

Call Center Self Service Software Contact Center 59

Talkdesk

MAY 22, 2020

Using my experience of switching contact center provider to Talkdesk® as an example, the following three ways of data gathering were particularly helpful: Other professionals: What challenges did they face? I spoke to professionals in similar businesses that have implemented the same technology or process.

Contact Center 94

Contact Center Comparison Call Center Data 94

ShepHyken

MARCH 26, 2019

The Interview with Natalie Petouhoff: Companies that become too enamored with chatbots, AI, and other technologies can risk losing touch with their customers. Having multiple methods of contact, or channels, removes effort from customers, which customers really like. How fast is technology changing?

Chatbots 124

Chatbots Contact Center e-support Social Media 124

Integrity Solutions

APRIL 19, 2024

Even as technology becomes more integral and upfront in the process, people are still looking for that people-to-people experience. According to Observe.AI’s State of Contact Center Conversation Intelligence report, 82% of contact centers engage with customers via the phone.

Sales 107

Sales Loyalty Communication Contact Center 107

inmoment

SEPTEMBER 6, 2018

Technology and services are must haves in our fast paced, hectic lives. 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. Don’t discount their effectiveness!

Contact Center 40

Contact Center Data Customer Experience Touchpoint 40

Uniphore

DECEMBER 17, 2021

This is especially true given the increasing competition from more technology-savvy competitors and disruptive market entrants from non-healthcare sectors such as retail. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. Scoring an “Ok” Satisfaction Rating Isn’t Enough.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Think Customers

APRIL 12, 2022

On average a contact center associate needs to handle complex applications, urgent customer needs, and all the manual inefficiencies that come with service inquiries. Customers aren’t impressed by technology alone; they are impressed by the quick and impactful help it provides. RPA don’ts: Do not rush AI technology.

Self Service 52

Self Service Contact Center Customer Satisfaction Tools 52

Think Customers

OCTOBER 4, 2021

Chatbots and messaging each serve a vital role in the overall customer journey, and contact centers need to know when is the right moment to deploy an automated or human response. Find the right mix of technology and humanity. But these two platforms aren’t interchangeable. What’s a chatbot? What is messaging?

Chatbots 52

Chatbots Self Service Contact Center Omni-Channel 52

Uniphore

DECEMBER 20, 2021

Target the root cause of turnover in outsourced service centers with technology that empowers. With more customers engaging with businesses remotely, contact centers are scrambling to find new ways to attract, empower and retain top talent. Technology can improve training and coaching. Want to learn more?

Customer Service 130

Customer Service Contact Center Employee Engagement Training 130

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. In customer service, it helps the computer see the problem, as a true virtual technician. Object recognition in a technical support model.

Call Center 84

Call Center Self Service Contact Center Analysis 84

CSM Magazine

JANUARY 24, 2023

neural network that uses the same underlying GPT-3 technology to generate images from text descriptions. This could help contact centers to improve the efficiency and accuracy of their customer service operations. How could contact center agents take advantage of ChatGPT? Question 3.:

Contact Center 52

Contact Center Chatbots Comparison Training 52

West Monroe

OCTOBER 15, 2018

As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents , the role of the contact center agent will change tremendously in the years to come. Consider comparing contact center agents to a diamond in the rough.

Contact Center 40

Contact Center Employee Engagement Engagement Training 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

More outsourced service providers are turning to technology to stay competitive in an increasingly digital world. In this article, you’ll learn how to effectively: Empower contact center agents (and reduce attrition). Set your organization up for success with these best practices for automation implementation.

Net Promoter Score 130

Net Promoter Score Contact Center NPS Customer Satisfaction 130

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

Eptica

FEBRUARY 6, 2019

Do ensure they are given support to deliver the best possible service, such as by giving them access to the best technology and systems that provide them with the information and tools they require. Consequently, you need to reassure them and involve them in the change process, making sure their concerns and needs are built into the plan.

Automotive 73

Automotive Social Media Contact Center ROI 73

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. The greatest threat to reputability, revenue and customer experience is the thought that your technology is “good enough” to meet current needs.

Financial 51

Financial Contact Center Call Recording Communication 51

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. Real-time data.

Contact Center 140

Contact Center Social Media Roadmap Report 140

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. Real-time data.

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. Real-time data.

Contact Center 100

Contact Center Social Media Roadmap Report 100

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. Considering that contact centers today hold immense repositories of customer data, processing this information is no simple feat.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

Uniphore

JANUARY 4, 2022

White Papers. Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. U-Self Serve.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

LiveChat

NOVEMBER 16, 2018

Content may be of many different types – blog posts, videos, white papers, case studies, and more. The contact center or call center is usually the most expensive cog in the customer service wheel for most companies. is definitely the blog post. What do your blog posts do?

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. With digital technologies pushing customer experiences forward, businesses can do more to adapt to their customers’ needs.

Customer Experience 215

Customer Experience Omni-Channel Chatbots Social Media 215

ClearAction

OCTOBER 4, 2015

One of our top customers' CEO told us we were arrogant and hard to do business with; he said he couldn't wait for any of our competitors to be first to market with next-generation technology so he could take his business there. That was an attention-grabber. This type of thing is a blessing in disguise to CX professionals.

Strategy 48

Strategy Customer Experience How To ROI 48

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Seamless and consistent communications. We’ve made it easy to communicate with us.

Brands 221

Brands Social Media Roadmap Contact Center 221