Beyond Issue Resolution: Why It Makes Sense to Outsource Content Review to Your Contact Center Partner


At the core of content and ad review is the commitment to supporting the user experience. In our world, content review shares the same goals of any customer care program: delivering a high-quality experience to the end user.

Contact Center AI – What’s out there?


Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. How AI can be Used in the Contact Center. Out of these benefits, two concrete benefits of AI in the contact center stand out.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Are You Really Ready for Chatbots in Your Contact Center? Part 2


Most will agree that chatbots should not be used at the expense of a delightful user experience. Active Users This metric will help you understand adoption of your chatbot and the success of its placement (eg, Facebook Messenger vs. WhatsApp vs. a specific page on your website).

Finally… A Contact Center for the Digital Era


And, you end up having exactly the experience you were expecting. No not another bad experience. Rather an exceptionally pleasant and good experience, that surprisingly takes less time than you originally anticipated. This is a contact center for the digital era.

Is Your Contact Center Ready for the New Year? Set Your 2018 Business Priorities with CCW Digital’s Winter Report


For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy.

New Customer Payment Options Take the Headache out of PCI Dss Compliance for Contact Centers

CSM Magazine

With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus , discusses how call centers can navigate the options to ensure both PCI DSS compliance and the best possible customer experience. The view from the contact center.

FCR Solutions Spotlight - AnswerDash highlighted as Contact Center Tech to Watch

Answer Dash

It’s been an interesting quarter in the contact center technology space., a machine learning tool to help agents with macro selection was acquired by GE and then spun out AnswerIQ to continue their work with contact centers.

VoiceFoundry and SMG Leverage Amazon Connect for New Self-Serve Contact Center Feedback and Measurement Application

CSM Magazine

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction. VoiceFoundry is passionate about customer experience.

Top 9 Moments From Our Intelligent Contact Center Event In Chicago


Our Kickoff “Designing Your Intelligent Contact Center” event in Chicago was a huge success and a lot of fun! Check out our top nine moments and make sure your contact center is working for you. #9. Right Customer + the Right Agent = Best Customer Experience.

Here’s an Idea: Put Millennials’ Needs First


What does that mean for outsourced contact center employers? The idea of contributing to the greater good – and doing meaningful work – is one that drives many major life decisions for the Millennial generation, even the decision about working in a contact center.

Digital First Omnichannel will Dominate

NICE inContact

The term was intended to capture the fact that, until then, you could deal with a single brand that had both brick-and-mortar and online stores, but the customer experience was as if they were two completely different business.

3 Keys to Building Customer Engagement – Connect, Automate, Iterate

NICE inContact

According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue.

How can the Forrester Wave directly impact your RFP/RFI quality?

NICE inContact

In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. Best of all, the report’s due diligence can directly supplement your company’s own RFP/RFI efforts, by providing some solid results for many of the Contact Center as a Service (CCaaS) players. Advantages of the Cloud Call Center Best Practices Contact Center Management Customer Experience NICE inContact CXone

Report 152

5 Trends Set to Define Next Generation Customer Experience in 2019


If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

Trends 186

Value-Driven Knowledge Management: Introducing a New Model


This corresponds with a subtle shift in the customer service industry as a whole—a gradual yet significant transition from viewing the contact center as a cost center to a strategic enabler.

Talkdesk Picks Up Speed with Intelligent Contact Center Vision


New Customer Wins, European Expansion and Key Hires Support Smarter Contact Centers. October 25, 2017 – Talkdesk , the leading intelligent contact center cloud platform, today announced unprecedented momentum across all facets of its business. Press Contact: Kelsey Cullen.

Top AI-Powered Self-Service Innovations to Watch at MWC Barcelona 2019


This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed.

Mobility and Identify as a Service Can Transform Customer Experience


As a recent Avaya blog highlighted , research indicates that 81% of US online adults use smartphones daily or more often, 57% are extremely heavy users of smartphones, and 40% of US online adults ages 55 to 64 are likely to get more mobile. CX and Contact Center

There Isn’t a One-Size-Fits-All Customer Support Platform


Contact-Center-as-a-Service (CCaaS) providers like to make big promises. Text messaging will eventually be augmented with Rich Communication Services (RCS), offering an improved visual text experience. Instead of adding support as an add-on, customer support should be factored into the user experience from the start. Offering a blanket of contact channels to customers leads to higher costs and a fragmented experience.

10 Key CX Predictions for Success in 2018


40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Connecting your digital experience is here and now. New year. New goals. New CX Predictions.

Innovations in Performance Management: Verint’s Workforce Optimization

Natalie Petouhof

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. This latest release features a new state-of-the-art user interface that supports advanced visualization, data exploration, and analysis of employee and company-wide performance, providing critical executive insights that support time-sensitive decision making and actions.

Proactively Use VoC Insights to Blow Your Customers’ Minds


They say that by 2020, customer experience (CX) will overtake price and product as the No. Every smart company today is looking beyond the expected product or service to radically improve the quality of the experiences they create. CX and Contact Center

What’s Next? Artificial Intelligence (AI) for Customer Experience


We have the smart phone user to thank for that. Like Pokémon Go that takes advantage of the most common communications tool today—the smart phone—we have to do the same; user experience is key.

Remote Video Support: 5 Core Considerations when Selecting a Solution


Offering fast, intuitive guidance for a wide range of issues – from device self-installation and troubleshooting to document capture and billing advice – remote video support technology allow contact center agents to see exactly what the customer sees.

Video 109

Guest Post: Get to Know Your Customers Better with This All-In-One Tool

Natalie Petouhof

Through cloud call center software available from companies like Aspect, you’re able to get a more complete picture and understanding of your customers, from their search behavior and purchase patterns to their history of interactions with your company. Aspect’s cloud call center allows for businesses to get a more personalized look at each and every customer. Another great customer-focused aspect of cloud call center software is its omnichannel capabilities.

Get Ready to Transform Customer Experiences at ICUC 2016

NICE inContact

This year’s inContact User Conference (ICUC) is almost one month away and we want to prepare you for the extensive learning opportunities, networking and fun that are about to take place! While you are surrounded by colleagues, product experts and industry peers, you will expand your knowledge of inContact solutions, develop your technical training skills and learn contact center best practices. Contact Center Manager. User Experience Lab.

Top Eight Reasons to Catalyze Your Customer-Conscious Corporate Strategy


Consider the top eight reasons that you should join Calabrio’s growing user community focused on customer-conscious corporate strategies: The complete picture. Calabrio ONE was built from the ground up to ensure a consistent, unified user experience.

4 Ways to Improve Customer Experience in 2018 – guest post from CCW NOLA


In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. Design your website with user-experience in mind.

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.

Advancing the Conversational Experience Across All Channels

Upstream Works

There’s no doubt that the name of the game today when we speak of omnichannel customer experience is convenience. If you make it easy for them, they’re going to remember you for the customer experience you provide.

5 Ways to Manage Incoming Emails


Discretion: calling a bank or insurance company contact centre while being at work would probably not be appreciated by our colleagues (and even less so by our boss!). Thanks to this experience, we have learned the important points to keep in mind in any customer service environment.

Perfecting Self-Service at Work Means Perfecting the Employee Experience


As it turns out, these themes and trends are in lockstep with the conclusions of a new study we recently did in conjunction with HDI: The State of User-Facing Knowledge and Knowledge Management in 2019. When the barriers are gone, user-facing knowledge works wonders.

Smart Home Support – 4 Key Technologies to Simplify Service


Implementing standard protocols such as Zigbee can simplify the user experience by automating the device discovery process. For example, Philips Hue lights can be connected without user intervention, and Amazon’s “Certified for Humans” program further simplifies setup by enabling Alexa to share Wi-Fi credentials automatically. Visual Assistance takes troubleshooting to the next level by allowing the contact center system to see the customer’s environment.

CXNext Live: Good Employee Engagement = Good Customer Experience


But what are you doing – really doing – to support the employee experience (EX)? Many companies over-index on investing in customer experience (CX) compared to EX. Of course you want the customer experience to the best it can be.

Moving from chatbots to Automated Agents


According to Gartner’s April 26, 2019 Forecast Analysis: Contact Centers, Worldwide report (available to Gartner subscribers), “in 2023, 40% of contact center interactions will be fully automated by using AI, machine learning and self-service, up from around 25% in 2018.” Customers will experience better and faster support for well defined business processes like address changes, returns, and more.

Behind the Scenes of Dow Jones’ Customer Care

Think Customers

Thom San Filippo, vice president of customer service and experience design at Dow Jones, explains what it takes to make a global, tech-savvy audience feel appreciated and why the company is doubling down on contact center training and development in a digital-first era.

Coveo Announces its AI-Powered Relevance and Recommendations Technology for ServiceNow

CSM Magazine

Coveo delivers greater insight and the most relevant content from any source, as well as recommendations for what information users need next, into ServiceNow. Relevance transformation means that you need to tailor a million experiences for a million people,” said Louis Tetu, Coveo CEO.