NICE inContact

NOVEMBER 2, 2021

For contact centers, this includes getting agents on board by explaining why customer experience matters and providing the technology agents need to be successful. To learn more, download our complimentary white paper, The Ultimate CX Agent Guide: Hiring, training, onboarding, and measuring agents in a digital-first world.

Customer Experience 209

Customer Experience Contact Center Customers Measurement 209

NICE inContact

OCTOBER 29, 2018

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. Contact Center software and hardware is replaced every couple of years because it either wears out or because it no longer provides needed functionality.

Contact Center 120

Contact Center Contact Center Software Call Center Omni-Channel 120

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

Calabrio

APRIL 27, 2017

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. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

UJET

DECEMBER 2, 2020

To learn more about the viability of IVAs and limits of zero-footprint contact centers, please see DMG’s white paper, Will Robots Make Live Agents Obsolete? The post Can Artificial Intelligence Replace Contact Center Agents? appeared first on UJET.

Omni-Channel 72

Omni-Channel Contact Center Self Service Virtual Agent 72

NICE inContact

FEBRUARY 24, 2021

In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected. It’s having major impacts throughout the industry, including on the contact centers that interact with those consumers on behalf of healthcare organizations and providers.

Meeting 167

Meeting Consumers Healthcare Contact Center 167

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 post The 4 stages of contact center maturity and how to use them appeared first on Talkdesk.

Contact Center 104

Contact Center How To Roadmap Customer Centricity 104

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. Teamwork, sharing knowledge and best practices feed company culture.

Contact Center 103

Contact Center Culture Competitive Advantage Leadership 103

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

Calabrio

SEPTEMBER 21, 2016

The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. contact centers racked up more than 200 billion minutes of inbound calling.

Contact Center 100

Contact Center Analytics Technology Customer Voice 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

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

APRIL 27, 2017

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. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Calabrio

APRIL 27, 2017

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. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

UJET

DECEMBER 2, 2020

To learn more about the viability of IVAs and limits of zero-footprint contact centers, please see DMG’s white paper, Will Robots Make Live Agents Obsolete? The post Can Artificial Intelligence Replace Contact Center Agents? appeared first on UJET.

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. Bringing visual automation to contact centers. The Value of Automation. The Power of Visual Automation.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

InMoment XI

OCTOBER 7, 2021

customer contact center call, product purchase experience, etc.), If you’d like to learn more about how you can set CX goals and develop a comprehensive CX strategy, check out this white paper! In the customer experience world, most goals are “outcome goals” versus “performance goals.”.

Effort Score 493

Effort Score Measurement Trends Customer Retention 493

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

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. Here’s an excerpt of the white paper: Identifying the issue with voice over VPN We begin by recognizing the criticality of the voice channel for customer communication. .

Comparison 79

Comparison Contact Center Connections Communication 79

Vonage

MARCH 26, 2018

Consider the ways a customer comes into contact your brand, and the emotions that may influence or result from each interaction. AI is hot in the contact center because it’s helping businesses analyze previously untapped customer data at scale, providing valuable context for driving more successful customer interactions.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

SaleMove

MAY 14, 2021

We explore this topic further in our white paper, “ How P&C Insurers are Using Digital Customer Service as a Differentiator.” P&C insurers can layer rich collaboration on any of their existing quoting, application, servicing or claims web experiences.

Insurance 52

Insurance Self Service Contact Center Call Center 52

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? White papers: What research already exists? I made sure to note the outcomes.

Contact Center 94

Contact Center Comparison Call Center Data 94

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

Integrity Solutions

APRIL 19, 2024

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

Sales 99

Sales Loyalty Communication Contact Center 99

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

ShepHyken

MARCH 26, 2019

Having multiple methods of contact, or channels, removes effort from customers, which customers really like. Contact centers and companies alike need to reorient themselves so that the customer is at the center of their operations. Social media has transformed how customers and businesses interact.

Chatbots 124

Chatbots Contact Center e-support Social Media 124

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

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. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. What’s a chatbot? What is messaging?

Chatbots 52

Chatbots Self Service Contact Center Omni-Channel 52

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. Contact Center Automation: Tools and Trends for the Decade Ahead : In this article, we explain the most important approach to successful contact center automation.

Self Service 52

Self Service Contact Center Customer Satisfaction Tools 52

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. But the programmers—just like contact center agents—don’t think in averages.

Metrics 59

Metrics Customer Experience Contact Center Average Handle Time 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. For the finance industry, the global pandemic was a watershed moment. Today, conversational AI is helping businesses capitalize on every customer interaction across every channel.

Banking 130

Banking Net Promoter Score Contact Center NPS 130

COPC

MARCH 11, 2022

Contact centers have not been immune to this phenomenon. Attrition and recruiting difficulties are not new to contact centers, and strategies to combat this have been developed and honed over the years. However, there is still a possibility that labor issues are unique to that call center. flexible work schedule.

Contact Center 85

Contact Center Conference Training Call Center 85

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