SmartMessage Blog

APRIL 14, 2023

What is the Webinar that will contribute to your promotional activities? When we think about online activities, the most preferred type is the webinar. We can explain the word webinar as a seminar organized on the Internet. We can summarize the Webinar as an online gathering event for an invited audience via the Internet.

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SmartMessage Blog

MAY 16, 2023

What is the Webinar that will contribute to your promotional activities? When we think about online activities, the most preferred type is the webinar. We can explain the word webinar as a seminar organized on the Internet. We can summarize the Webinar as an online gathering event for an invited audience via the Internet.

Marketing 52

Marketing e-support B2B Social Media 52

NobelBiz

DECEMBER 9, 2021

The post SOCAP Webinar | The Crucial Role of Technology in the Life of a Contact Center Manager appeared first on NobelBiz®. In a sense performance-oriented contact centers can be seen as living organisms, brimming with life, combining intricate technologies with a human touch.

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Playvox

MARCH 5, 2024

And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. How do contact centers not only survive but thrive in this new era?

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Self Service Management Contact Center Effort Score 78

Vonage

MARCH 26, 2018

The rationale for customer experience management is that it offers a more sustainable advantage when achieved. So effective omni-channel design recognises it’s always going to be a synergy of human and digital engagement. The components of customer experience. Speech analytics is the right tool for the job. .

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Omni-Channel Self Service Customer Journeys ROI 133

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. A plethora of data are now available. A plethora of data are now available.

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Contact Center Management Effort Score Call Center 75

CSM Magazine

FEBRUARY 26, 2019

Channel options are growing, and the entire consumer engagement environment is becoming complex. While the shift in engagement preferences is happening across generations, it’s being led by Millennials, who are demanding and omnichannel. Better Omnichannel Engagement. This is a true actionable 360-degree customer-centric view.

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NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Change Brought by Omnichannel Interactions.

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Talkdesk

MARCH 12, 2020

Managing this intersection is Jennifer Lundberg’s primary role, and she’s done it for organizations of all types: “I think if you can come up with a function for contact centers, we cover it.”. Studio , Talkdesk’s routing designer, has proven to be an impactful tool for designing and managing efficient customer journeys.

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Omni-Channel Customer Journeys Self Service Contact Center 60

Experience Investigators by 360Connext

JUNE 4, 2015

I hosted a webinar last week about digital experience. In the webinar, we covered some of the typical issues we uncover during these micromapping exercises and we shared how to approach micromapping. Free Webinar June 25th: Walking in Your Customers’ Shoes. The customer craves a truly seamless omnichannel experience.

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Omni-Channel Customer Journeys Exercises Social Media 110

NICE inContact

NOVEMBER 1, 2019

Access our webinar: Delivering True Operational Agility in Times of Crisis. In the webinar, Delivering True Operational Agility in Times of Crisi s , 211 LA County COO Amy Latzer describes how critical agility and scalability are to the organization. In crisis and in calm, 211 LA County helps over 1.4

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Management Healthcare Contact Center Retail 136

Peter Lavers

SEPTEMBER 21, 2017

By Peter Lavers and Rob Poratti – Product Marketing Manager for IBM Watson Commerce. This blog is based on a Webinar we recently hosted for IBM on this subject. What are the ethics around customer data management? Bridge the Omni-channel Divide. Please click here to listen to the webinar.

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Omni-Channel Retail Competitive Advantage Meeting 45

Natalie Petouhof

SEPTEMBER 22, 2016

And then there’s another group of people, often in IT, that worry about digital performance management (DPM.) They look at the technology stack that is underneath the omni-channel customer experience technology and optimize it. And if that is so, the digital customer experience can suffer.

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Omni-Channel Customer Experience Customer Experience Professionals Social Media 40

Kitewheel

APRIL 14, 2021

In our recent webinar featuring Joana Quintanilha from Forrester Research , we discussed how businesses of any size can get incredible results from customer journeys. This blog post highlights 7 important takeaways from the discussion, but check out the webinar for more details. Solve Pain Or Deliver Promise. Crawl, Walk, Run.

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Customer Journeys Omni-Channel Measurement Touchpoint 52

Uniphore

JANUARY 14, 2022

How are firms and client partners delivering against the omnichannel experience? Robert is responsible for leading the Business Development, Client Marketing, and Strategic Account Management teams. RSVP for the webinar today! Strategic roadmap to deliver new-age customer experiences. Register Now. ai, Kony and Genesys.

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Lumoa

FEBRUARY 21, 2023

In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. Omnichannel strategy Barrett mentioned that for businesses that follow an omnichannel approach, it is important to identify the reason behind the decline in the Voice of the Customer (VoC) program.

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Gamification How To Customer Journeys Omni-Channel 208

Playvox

JUNE 7, 2023

When I worked in contact centers, people would ask what I did for a living, and I would say Workforce Management. While workforce management on the whole can sound boring, high-tech, and at times confusing, there is logic to the madness. Workforce management will have a positive impact on your contact center — when you get it right.

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Management Contact Center Abandon Rate Omni-Channel 52

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here. Embrace an omnichannel approach.

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NICE inContact

SEPTEMBER 17, 2019

Our webinar, From Brick & Mortar to Digital Superhero , picks up the story at a pivotal point in the DSW journey. Moreover, AI-powered customer self-service has boosted their CX as customers no longer wait in queue for routine (now automated) transactions related to order management.

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Self Service Virtual Agent Customer Experience Average Handle Time 139

NobelBiz

NOVEMBER 6, 2023

Customer Relationship Management (CRM) Software: CRM systems automate customer data management, providing a comprehensive view of customer interactions and histories. Workforce Management (WFM) Software: WFM automates scheduling and forecasting for agent workloads, optimizing staffing levels for call volume.

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CSM Magazine

JULY 2, 2020

Reuters Events have brought together CX leaders from Starzplay, LoveHoney, Kiwi.com and Sodexo for an exclusive free webinar (10:00am 8th July BST). Trevor Gordon, Global Omnichannel Director, Sodexo. Sign up now to listen in live or receive the recordings here. Danny Bates, Chief Commercial Officer, Starzplay.

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Lithium

APRIL 12, 2022

Plus, agents can handle voice interactions in the same, familiar Khoros interface they use to handle digital channels. With the addition of this voice integration, Khoros is closing the omnichannel loop! SMM customers can now create subfolders in the Content Center to help users better organize and manage their content.

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BirdEye

OCTOBER 16, 2023

Communicating the benefits of being on Google Business Profile, Social media, webchat, and other omni-channel communication methods is essential. So, we’ve had a very long history like you said in online reputation management. That’s a lot of different tools that help you end clients to manage their business.

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ProProfs Chat

SEPTEMBER 27, 2019

1 For Effective Ticket Management. How can you manage if you have to face a huge ticket overload? . Humans are prone to making errors and effective ticket management is not a cakewalk. Managing roles, task assignments, and permissions, thus, becomes easy. 5 To Offer Omnichannel Customer Service.

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Omni-Channel Software Customer Success Social Media 70

Uniphore

DECEMBER 7, 2021

Forget Traditional Waterfall Management—Adopt a Collaborative Approach Traditional management takes a top-down approach to crafting retail policies and dealing with customers’ needs. it dropped the ball on adopting an omnichannel approach at the right time. omnichannel experiences. You can unsubscribe anytime.

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Retail Omni-Channel Policies Customer Service Representative 130

NICE inContact

OCTOBER 21, 2019

Vera Bradley also adopted other CXone cloud solution components—specifically, CXone Workforce Management (WFM) that helped forecasting customer demand for chat interactions based on business trends and historical data —and provided extensive possibilities for additional integrations down the road.

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Abandon Rate Contact Center Omni-Channel Trends 120

NICE inContact

JULY 13, 2016

Join us for a webinar with 1to1 Media today at 2pm ET/11am PT to find out how Hoveround achieved their customer experience goals. We will discuss the customer experience equation and its importance in becoming a customer value leader, and explore: How to embrace and support consumer expectations for omnichannel interactions.

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Customer Experience Contact Center Omni-Channel ROI 121

NICE inContact

AUGUST 28, 2019

Contact center managers often tell us, “My contact center. And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”. Omnichannel Analytics. Quality Management Analytics. Customer Surveys. before it’s too late.

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Survey Contact Center Net Promoter Score Omni-Channel 139

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? Maybe the hardware still works. But how often does it fail? How long does it take to repair? How does all this impact your call center?

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Contact Center Contact Center Software Call Center Omni-Channel 136

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? Maybe the hardware still works. But how often does it fail? How long does it take to repair? How does all this impact your call center?

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Contact Center Contact Center Software Call Center Omni-Channel 136

NICE inContact

AUGUST 16, 2019

The CX Transformation Benchmark year-over-year results among US consumers show a shift toward digital channels for service. Explore more in our webinar replay , where our experts unpack the report’s key discoveries. Consumer preferences are trending towards what’s easiest: channels that make it simple to engage.

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Contact Center Consumers Net Promoter Score Self Service 168

NobelBiz

JANUARY 3, 2024

Check out our latest webinar episode Fireside Chat: 2023 Contact Center Industry Recap & Future Projections Pro Tips for Understanding 2023’s Industry Landscape and Predicting Trends in 2024. AI-driven analytics, predictive dialing, and customer interaction management are becoming standard.

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CSM Magazine

FEBRUARY 17, 2021

In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM). Success begins with a smarter approach to Workforce Engagement Management (WEM). In order to achieve this a truly integrated cloud-based platform is required.

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Eptica

NOVEMBER 16, 2017

Date: Thursday, November 16, 2017 We Are In Denial About Omnichannel Engagement Being A Done Deal. Author: Guest author: Martin Hill-Wilson One of the masterclasses I run is on omnichannel engagement. Yes, the snake oil is already out and about for the next greatest hero channel. New channels constantly appear.

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Avaya

MARCH 24, 2017

Looking back five years ago, 92% of organizations were already working to integrate multiple interaction channels —call it multi-channel, omnichannel, digital transformation—to deliver more consistent, contextualized experiences. The post Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center!

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Multi-Channel Contact Center Omni-Channel Customer Journeys 53

NICE inContact

AUGUST 13, 2019

With new innovations in omnichannel strategies, it’s possible to overcome traditional barriers to exceptional customer engagement and provide a complete digital experience. Unified platforms of complete digital service management across contact center operations. How do cloud contact centers meet these digital-forward needs?

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