6 Keys to Successful Contact Center Technology Change Management

inContact

Success Depends On More Than Just Technology. You’re implementing a new technology solution – great! Some of these factors include your organizational change readiness, your organizational structure and resources, the quality of the agents and contact center management team, how the tool is used, and your adoption strategy. . The post 6 Keys to Successful Contact Center Technology Change Management appeared first on inContact Blog. Change is hard.

2 Innovative Technologies Guaranteed to Reduce Your Truck Rolls

TechSee

To reduce these truck roll costs and inefficiencies, service companies must find better solutions for better managing tech dispatches as well as for resolving more issues remotely. Solution: Two New Technology Trends. The Truck Roll Challenge.

How Technology Drives Customer Expectations of Service

Astea

In this post from Astea’s Managing Director – Asia Pacific Steve Scott, see how innovation creates demand in today’s information revolution—and how your company can use technology to be proactive about growing your business and exceeding customer expectations of service.

“Mastering Customer Experience” from Field Technologies

Astea

In this Astea-sponsored special report from Field Technologies, your company will learn about the 5 Essential Technologies for Mastering Customer Experience. Knowledge Management Fosters Capable, Confident Field Technicians.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

engagement, eGain has not only developed cutting-edge technology. complexity, AI reasoning technologies are capable of guiding. eGain AI clients guide Global bank uses eGain’s patented AI reasoning technology to. engagement and contact center management process.

5 Ways Technology Can Improve Your Customer Satisfaction Rates

Kayako

With the use of technology on the rise, the customer experience landscape has changed forever. Technology is what got your customers to start feeling this way, and it is also the solution to giving them the best experience possible.

See the Newest Version of Astea Alliance Field Service Management Platform at Technology Services World 2018

Astea

Next week technology services professionals will be gathering in San Diego, CA for Technology Services World Expo 2018. We have long been known as the field service management technology partner of choice for Information Technology services companies.

See the Newest Version of Astea Alliance Field Service Management Platform at Technology Services World 2018

Astea

Next week technology services professionals will be gathering in San Diego, CA for Technology Services World Expo 2018. We have long been known as the field service management technology partner of choice for Information Technology services companies.

Digitalisation needs to be about the process not the technology…

Astea

This Field Service News article from Astea’s own Managing Director – EMEA John Hunt outlines why the focus should be on end goals–not the technology used to get there–when it comes to digitalisation. New Field Service News Article from Astea’s John Hunt.

Seven technologies to improve customer service in SMBs

NewVoiceMedia

Which technologies really can improve customer service? Ten Critical Technologies to Transform Customer Engagement ’. And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before.

The Health of the Contact Center: Are You Ready for 2019?

jobs, the challenges they face and how technology will dictate the future of the contact center. depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. meets their complex needs, agents must manage. technology will.

Lead People Not Technology: Interacting to Succeed

Michelli Experience

Technology First? The interviewer inquired, “Isn’t a lot of leadership success today simply a matter of choosing the right technology before your competitors do?” They survey for trends, and they find tools – many of which come from technology – to position their people, products, and processes for success.”. Additionally, the research found: CEOs who tilt more toward “leader” than “manager” run more-productive and more-profitable companies.

Rise and Fall of Tech Innovation: 2018 Technology Failures

QuestionPro Audience

Even our own research on smart technology reveals that consumers are taking their time adopting new technology. What we have here is an industry that hasn’t matured, suffers from limited expertise, and is lacking in technology standards.

Machine Learning and Field Service Management in Practice

Astea

Read Astea’s whitepaper on machine learning and artificial intelligence and how it will impact the field service management industry. So we know that there is a lot of buzz around these technologies, but are service organizations actually adopting them?

Appriss Tackles the World’s Toughest Problems Upgrading to Cloud Contact Center Technology

inContact

Founded in 1994, Appriss is a data analytics company built on a core belief: Technology can and should be doing good for society. But with the company’s old internal call center solution, fluctuating call volumes weren’t being identified or managed. CXone Workforce Management Pro automates forecasting and scheduling, which has improved both schedule adherence and service levels. Advantages of the Cloud Contact Center Management NICE inContact CXone Workforce Optimization

Study: The Health of the Contact Center

jobs, the challenges they face and how technology will dictate the future of the contact center. depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. meets their complex needs, agents must manage. technology will.

Technology: A Blessing & A Curse to Customer Experience Delivery

Michelli Experience

The first few phrases of the first line set a powerful stage for the book and an apt assessment of the role of technology in customer experience delivery… . “It The technology will also allow flyers to receive push notifications as to their bag’s journey through the Fly Delta mobile app.

How To Scale Service Design: Technology

Kerry Bodine

By the end, I saw four major areas in which the discipline of service design needs to focus in order to be able to scale: technology, ubiquity, coaching, and delivery. In today’s post, I’ll talk about technology. We must also move beyond just talking about existing technology.

Blue Ocean Promotes Sean Miller to Director of Workforce Management

BlueOcean

Sean Miller, Director of Workforce Management. Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management.

Speech Analytics: Changing the Game for Contact Center Technology

inContact

Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology. The post Speech Analytics: Changing the Game for Contact Center Technology appeared first on inContact Blog.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Are hiring managers adapting training and recruiting practices to. technology, data sources and. technology. only does this help managers. for managing requests, which. workforce management (WFM). managers can schedule the.

Gaps in Customer Experience Management Technologies

Topdown

How to Use Technology to Improve the Agent Experience

Comm100

Thankfully, with the help of modern technology, there are a few great ways to enhance your customers’ experience. Automated scheduling can help manage your workforce by ensuring that all of the agents are occupied at a given point doing some productive work.

Transform No into Yes by Modernizing Your Call Center Technology

inContact

Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. Transforming the “no” into “yes” requires your contact center to employ technology designed to flex and scale at the speed of business. And because transforming the “no” into “yes” requires your contact center to employ technology designed to flex and scale at the speed of business.

The Key to Performance Management Success

inContact

While each contact center’s goals vary depending on factors like size, location, line of business, or present technology, these goal setting principles can work across many different situations. The post The Key to Performance Management Success appeared first on inContact Blog.

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

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. How to improve agent performance and manage their expectations.

Field Service USA Report | Emerging Technologies in Field Service

Astea

Service has always been a key differentiator for manufacturers and distributors, but today’s industry leaders are changing their entire infrastructure to focus on engagement and technological advancements to drive revenue and customer satisfaction. Field service management technologies.

3 Methods to Capture the Promise of Technology in Call Center BPO Offerings

TechSee

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings.

You want talent, but can you manage it?

CX University

This means they manage to keep 12,588 employees happy. But despite the organization’s clear focus on technology and innovation, the primary focus of employee engagement initiatives is much broader. The post You want talent, but can you manage it?

Technology Based Solutions to Enhance Customer Retention Strategies

TechSee

Technology-based customer retention solutions provide powerful platforms and fresh approaches, and most importantly, practical frameworks and processes to successfully engage with customers at scale. Technology – key to successful customer retention strategies.

4 Strategies to Boost Agent Productivity

Speaker: Melissa Pollock, Customer Success Officer, AmplifAI

Zebra Technologies Expands Global Customer Service With inContact

inContact

Zebra Technology manufactures and sells computer printing technologies for a variety of sectors, all over the world. Call Center Architect, Zebra Technologies. The process of managing those schedules, languages, and agent skills was extremely complex.

How to Use Technology to Improve the Agent Experience

Comm100

Thankfully, with the help of modern technology, there are a few great ways to enhance your customers’ experience. Automated scheduling can help manage your workforce by ensuring that all of the agents are occupied at a given point doing some productive work.

Customer Experience Management in 2019

Upstream Works

As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come. Dedicated Desktop and Customer Journey Management.

Creative Media Outshines The Technology

Forrester's Customer Insights

The excess of adtech and martech such as demand-side platforms (DSPs) and data management platforms (DMPs) gives marketers all the control and insights required to run efficient and effective media campaigns.

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! What the top trends are, the best practices, and real-world use-cases in using these new technologies. To say that there has been a lot of hype around AI is an understatement.

5 Technologies Helping B2C Field Services Meet Consumer Demands

TechSee

To ensure they meet these challenges, Gartner predicts that by 2021, more than 50% of B2C FS organizations will rely on applications or technologies from small field service management providers. Key Field Service Technologies.

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