InMoment XI

JANUARY 19, 2024

Descriptive and Prescriptive Analytics Descriptive analytics is centered around summarizing historical data to provide a comprehensive understanding of past events and trends. Organizations may face obstacles in terms of the technical skills needed, as well as the resources required for ongoing maintenance.

Analytics 260

Analytics Course Retail Resources 260

NobelBiz

AUGUST 7, 2023

In the realm of Contact Center as a Service (CCaaS) solutions, the choice between multi-tenant and single-tenant contact centers carries profound implications for businesses. In theory, all CCaaS solutions are designed to run and operate contact center businesses and departments effectively and productively.

Contact Center 98

Contact Center Resources Software Report 98

AWS Machine Learning

DECEMBER 1, 2023

As a platform administrator, you can use the updated user interface (UI) and APIs to onboard users faster, with the right security settings and infrastructure. You can choose between using AWS Identity Access Management (IAM) or AWS IAM Identity Center authentication and map scoped-down policies to your existing groups or users.

Groups 95

Groups Resources Sports Government 95

AWS Machine Learning

APRIL 16, 2024

Managing your Amazon Lex bots using AWS CloudFormation allows you to create templates defining the bot and all the AWS resources it depends on. AWS CloudFormation provides and configures those resources on your behalf, removing the risk of human error when deploying bots to new environments. Resources: # 1.

Management 87

Management Hotels Resources Policies 87

Kayako

MAY 13, 2022

Build a Help Center so easy to use, it becomes your customers’ go-to. They don’t spend as much time on routine tasks, which reduces call center costs. Have you ever noticed that when airlines have a flight delay, people are more impatient if the staff does not offer updates? A branded, customized Help Center.

Self Service 275

Self Service Knowledge Base e-support Policies 275

CX Accelerator

NOVEMBER 11, 2022

We will also provide a recommended resource for anyone looking to improve their knowledge in a specific area. Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. Resource: 6 Sources of Customer Understanding by CXpert. Customer Journey Mapping.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Calabrio

JULY 28, 2020

Update: Sharon Jones of National Debt Relief was named the winner! The organization has 4 contact centers employing 1600 agents handling calls, chats, and tickets. The centers use Avaya Chat, LiveAgent CRM, Salesforce ticketing systems, a custom-built ticketing system, and ServiceNow. Reduced queue backlogs by 41 percent.

Net Promoter Score 200

Net Promoter Score Contact Center CRM Resources 200

Comm100

APRIL 2, 2024

Streamline processes and reduce wait times – Automate Where Possible: When considering how to improve CSAT score, automation should be at the center of the conversation. Such customization not only enhances the customer experience but also demonstrates a commitment to meeting their unique needs.

Strategy 232

Strategy How To Wait Times Customer Satisfaction 232

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 105

Call Center Contact Center Chatbots Virtual Agent 105

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 104

Call Center Contact Center Chatbots Virtual Agent 104

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience.

Contact Center 93

Contact Center Chatbots Self Service Touchpoint 93

Experience Investigators by 360Connext

OCTOBER 17, 2023

However, many people with that understanding don’t invest the time, effort, or resources needed to actually take action on that understanding. Many leaders will nod along with this conversation, but they lack the true knowledge to put the right time, effort, or resources toward this understanding. They need to hear about progress.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Blake Morgan

NOVEMBER 7, 2023

                             What’s the future of contact centers in shaping customer experience and brand loyalty? Companies are increasingly recognizing the critical role that contact centers play in shaping customer perceptions and driving brand loyalty.

Contact Center 98

Contact Center Metrics Chatbots Customer Centricity 98

Zeisler Consulting

JANUARY 9, 2024

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence , but yes it’s a bit of a task that complicates my days: Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’ And, no, this isn’t simply about automating everything your current Contact Center does.

Contact Center 93

Contact Center System Customer Care Brands 93

Experience Investigators by 360Connext

APRIL 2, 2024

I have a question so I find the help center. <- <- Is your content accurate and updated? These resources will help you determine what to prioritize and how to optimize each experience so you fulfill your promises to customers at every interaction. I start the relationship. <- Does it make sense to the customer?

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Win the Customer

DECEMBER 20, 2023

In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. AI chatbots and self-service customer service portals both offer unique advantages and challenges, prompting contact center leaders to navigate a landscape of choices.

Self Service 69

Self Service Contact Center Chatbots Wait Times 69

CSM Magazine

APRIL 23, 2024

It typically offers functionalities such as document management, employee directories, collaborative workspaces, and news updates. Therefore, the top intranet platforms have the primary objective to provide employees with access to company resources and information within a platform.

Social Media 52

Social Media Innovation Communication Resources 52

AWS Machine Learning

APRIL 18, 2024

Prerequisites You need to have an AWS account and an AWS Identity and Access Management (IAM) role and user with permissions to create and manage the necessary resources and components for this application. Do not use this solution to stream, record, or transcribe calls if otherwise prohibited. The stacks take about 35–40 minutes to deploy.

Knowledge Base 110

Knowledge Base Meeting Resources Analytics 110

NobelBiz

APRIL 23, 2024

This is why automation is especially transformative in contact centers. This allows call center agents to focus on calls that require a high degree of human interaction, such as negotiating payment plans with high-value accounts or handling sensitive issues that require empathy and detailed knowledge of the debtor’s circumstances.

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

NICE inContact

JUNE 26, 2018

In part 2 , we looked at KPIs that drive enhanced customer experience and in part 3 , we looked at how contact centers can increase customer lifetime value. This essentially translates to lesser people from customer side which gives them the ability to repurpose existing resource for high value projects.

Financial 194

Financial Customer Experience Contact Center Software 194

Magellan Solutions

MARCH 27, 2024

They provide guidance and solutions and ensure businesses can effectively utilize and maintain their tech resources. Desktop Support BPOs offer remote or in-person desktop support services to help end-users with various computer-related problems, including installing software, updating systems, and resolving issues.

Call Center 52

Call Center Software Customer Satisfaction Self Service 52

Experience Investigators by 360Connext

APRIL 2, 2024

I have a question so I find the help center. <- <- Is your content accurate and updated? These resources will help you determine what to prioritize and how to optimize each experience so you fulfill your promises to customers at every interaction. I start the relationship. <- Does it make sense to the customer?

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

NobelBiz

OCTOBER 31, 2023

In the contact center world, every second counts, and a well-timed response can turn an inquiry into a loyal customer. Utilize the available resources efficiently to ensure that the client’s concerns are addressed promptly. Data analytics in call centers goes beyond merely collecting data. Don’t miss it!

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

NICE inContact

FEBRUARY 4, 2019

It probably goes without saying that one major benefit of a cloud-based contact center is the access to continual, automatic upgrades and innovation as they happen. We believe our cloud-native, modern architecture has proven itself to be built for the greatest flexibility and scalability on the cloud contact center market.

Innovation 137

Innovation Contact Center Roadmap Report 137

AWS Machine Learning

MAY 9, 2024

An effective approach that addresses a wide range of observed issues is the establishment of an AI/ML center of excellence (CoE). Centralized knowledge hub – A central repository housing datasets and research discoveries to serve as a comprehensive knowledge center. It helps manage and scale central policies and standards.

Government 99

Government Policies Guidelines Leadership 99

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. So, if customer experience is the new battleground, then the contact center is out front leading the charge. While every business function that touches the customer influences the experience, the primary responsibility and accountability lands with the contact center.

Contact Center 105

Contact Center Meeting Social Media Call Center 105

AWS Machine Learning

NOVEMBER 8, 2023

This post explores how Amazon CodeWhisperer can help with code optimization for sustainability through increased resource efficiency. Computationally resource-efficient coding is one technique that aims to reduce the amount of energy required to process a line of code and, as a result, aid companies in consuming less energy overall.

Resources 98

Resources Analytics Software Data 98

NobelBiz

DECEMBER 11, 2023

Call flows are essential for contact centers as they provide a structured framework for managing customer interactions. Understanding Call Flows A call flow is like a roadmap that guides a phone call through a contact center. It ensures calls are directed to the right destination within your organization.

Call Flow 105

Call Flow Customer Experience Contact Center Call Center 105

Seaton CX

JANUARY 17, 2024

Contact center leaders are under a lot of pressure. While I believe that customer journey mapping is a strategic investment for contact center management, you should consider several factors before committing resources to the project. These opportunities may lie outside the contact center itself.

Customer Journeys 52

Customer Journeys Contact Center Comparison Exercises 52

BlueOcean

DECEMBER 18, 2018

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions? CAPABILITIES & PROCESS. BALANCING MAN & MACHINE.

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

Magellan Solutions

APRIL 24, 2024

Manual data entry, product information, customer orders, or inventory updates are prone to human mistakes that can lead to inaccurate information in your systems. Maintaining an in-house eCommerce data entry team can also be resource-intensive, requiring training, equipment, and infrastructure investments.

Ecommerce 52

Ecommerce Sales Data Resources 52

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? When customers reach out to a call center, they often expect their issues to be resolved immediately. The industry benchmark for supervisor escalation is 10% or less .

Call Center 105

Call Center Management Contact Center Wait Times 105

NobelBiz

AUGUST 22, 2023

Tailored exclusively for contact centers, the VOIP solution from NobelBiz ensures the lowest cost-per-minute, seamlessly directing calls through optimal routes. The NobelBiz Voice Carrier Network is purpose-built to accommodate high-volume calls essential for contact centers.

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline.

Contact Center 130

Contact Center Leadership Training Technology 130

Gainsight

OCTOBER 25, 2023

Unfortunately, old-school training tactics, namely, traditional help centers, don’t deliver the experience your customers demand. Your customers expect not only quick and efficient support but also educational resources that empower them to make the most out of your products and services. Instead, think of it as a supplement.

Training 52

Training How To Resources Social Media 52

NobelBiz

JULY 31, 2023

In the contact center world, it’s a carefully designed process that efficiently manages incoming calls, keeping customers engaged with informative on-hold messages while automatically routing them to the most suitable agent. As call centers evolve, so does the sophistication of queuing. Modern systems can adapt in real-time.

Communication 52

Communication Call Center Wait Times Contact Center Software 52