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How Contact Center Optimization Can Improve Your Bottom Line

InMoment XI

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.

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Using Omnichannel Contact Center to Drive Customer Satisfaction

InMoment XI

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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What You Need to Know About Contact Center AI

InMoment XI

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. What is Contact Center AI? How Does Contact Center AI Work? Will Contact Center AI Replace Call Center Agents? The simple answer is no.

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Top 10 Contact Center Trends for 2024

Cyara

Contact center technologies continue to evolve and enhance customer experience. As a result, contact center testing is growing in importance. But while the customer may have an easier and more seamless journey, contact center management may not.

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Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

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This Call May Be Recorded: How Conversation Intelligence Is Transforming the Contact Center Industry

BlueOcean

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. The rate at which contact center technology has evolved accelerated during the pandemic years. She was blunt.

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7 Contact Center Trends to Watch in 2023

Tricia Morris

Contact center leaders, your time is now. Customer service and customer experience analysts and thought leaders are suggesting that the contact center is “the next big tech frontier.” Investment in the contact center is increasingly—finally.

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8 Contact Center Trends to Watch in 2020

Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry?

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Beyond the Hype: Contact Center AI That Works

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! Register for upcoming webinar “Beyond the Hype: Contact Center AI That Works”. You will learn top trends, proven use-cases, best practices, and real-world at-scale success stories for contact center AI.

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Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers.

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Navigating the Worker Shortage in the Contact Center

Speaker: Brian Morin, Helena Chen, and Sofia Burton from SmartAction

The latest trend in the contact center has CX leaders worried -- across industries, there is a massive shortage of workers. Key takeaways: Why there’s a shortage of call center agents during a time of relatively high unemployment. How to mitigate the impact of an understaffed contact center with conversational AI.

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Artificial Intelligence in Cloud-Based Solutions

Speaker: Rick Nucci, Co-Founder & CEO of Guru

With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry. By the end of this webinar, you will know: What is real and what is fiction in the latest trends in artificial intelligence.

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Expert Insights: Your 2023 Guide to EX, CX, and Technology

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Contact center operators have been buffeted by the pandemic, work-from-home initiatives, the great resignation, and quiet quitting. As a result of these changes, new challenges have emerged, requiring contact centers to undergo major transformations. How to apply 2023 technology trends to your company's current demands.

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AI and Automation: Don't Get Caught in the Wake of Progress

Speaker: Brian Morin & Helena Chen from SmartAction

Join us for this candid webinar as we discuss the impact of machine automation through the lens of history and what’s both different and similar this time around as it relates to the contact center. Key takeaways: Understand the nature of the 4th industrial revolution & the connection to contact centers.

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Developing and Executing Effective CX Metrics, Measurements and ROI

Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC

How to develop dashboards that cut across all functions of an organization, not just the contact center. The case for investing in CX initiatives. The various measurements used to monitor CX results. February 25th, 2019 9:00 AM PST, 12:00 PM EST, 5:00 PM GMT.