Beyond Philosophy

AUGUST 17, 2023

For example, if a call comes into the call center, it’s not a standalone moment; the interaction is part of a more extensive relationship. Many years ago, I read a book that changed my life, The Experience Economy by Joe Pine, founder of Strategic Horizons. ” Pine thinks people should value the time they spend with you.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Expivia

FEBRUARY 15, 2024

The Evolutionary Shift in Contact Center BPO Strategy The landscape of Business Process Outsourcing, especially within contact centers, is witnessing a monumental shift. Contact centers are now tasked with not just answering calls but providing a seamless, efficient, and personalized customer experience.

Contact Center 52

Contact Center Business Process Outsourcing outsourcing Technology 52

Aspect

JANUARY 14, 2021

2020 was a difficult year for enterprise organizations across the globe, one that also forced digital transformation at an unprecedented rate – the contact center industry was not spared this shift. Now is the time for organizations to revamp their vision for the future of the industry.

Contact Center 116

Contact Center Government Self service CRM 116

Beyond Philosophy

JANUARY 12, 2022

Proactive is a key word for me for the future of experiences and customer strategy. Listening to the VoP can help organizations not only help their customers faster and more efficiently, particularly in the contact center (reducing call time, avoiding calls in the first place), but also become more competitive,” says Goebel.

Contact Center 195

Contact Center Enterprise Technology Engineering 195

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 52

Contact Center Self service Analytics Banking 52

Expivia

JULY 11, 2023

The Future of Contact Centers: The Role of AI and Evolutionary Technologies The advent of AI and associated technologies has opened up a whole new horizon of possibilities for the contact center industry. Imagine a ‘digital twin’ of your best agents.

Contact Center 52

Contact Center Interactive Voice Response Chatbots Coaching 52

Lumoa

OCTOBER 26, 2022

Now more than ever. Some of them have been going for a few years already, some are new, and some are now presented under a new format. Future of Customer Contact Conference | February, 9 | London, UK. Customer Contact Week Europe Exchange | March, 7-8 | London, UK. The Customer Conference | March, 1 | London, UK.

Customer Experience 94

Customer Experience Contact Center Customer Service 94

Upstream Works

JANUARY 5, 2022

As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022.

Contact Center 78

Contact Center Chatbots Technology Accountability 78

TechSee

JUNE 10, 2021

Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. In addition, Gartner reports that field service teams have created new triage and digital service support roles for senior field technicians who no longer want to work in the field. Yes, they cost a lot.

Self service 207

Self service Analytics Transportation Healthcare 207

Spearline

JUNE 2, 2022

It’s been widely noted that the last two years of pandemic have forced an acceleration of the digital transformation of many companies, not least those operating contact centers. So what are the contact center trends for 2022? So what are the contact center trends for 2022? reduction in spending.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

Upstream Works

JANUARY 26, 2021

2020 brought a lot of changes to organizations and contact centers all over the world. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. The Accelerated Need for Digital CX in 2021. New Drivers of CX Success.

Contact Center 78

Contact Center Self service Technology Surveys 78

SmartAction

OCTOBER 26, 2023

The healthcare landscape underwent a profound transformation in the aftermath of the COVID-19 pandemic, reshaping the traditional roles of Interactive Voice Response (IVR) systems and contact centers. Traditional IVR systems, long seen as transactional tools, assumed a more pivotal role in patient interactions.

Healthcare 66

Healthcare Interactive Voice Response Virtual Agent Self service 66

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

Expivia

NOVEMBER 9, 2021

Keeping up with current contact center trends is a crucial part of being a world-leading customer service provider. You need to discover the latest technology, innovation, and process improvements to improve your call center and provide your customers with the best possible experience. And we’re already seeing it today.”.

Contact Center 86

Contact Center Chatbots Call Center Analytics 86

NICE inContact

AUGUST 2, 2019

We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth. 1) Live Chat.

Technology 91

Technology Customer Service CRM call center software 91

Beyond Philosophy

AUGUST 15, 2019

What gets measured gets managed. This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast.

Metrics 312

Metrics Finance Surveys Consulting 312

Aspect

MARCH 16, 2021

Additionally, t hey deliver complete technology solutions that help customers transform their business es today and in the future. Aspect: You have been in the Contact Center space for 15 years, what do you see as the driving force for organizations to move to the cloud? . Today we will spotlight? iLink Solutions ?who

Consulting 118

Consulting Consulting Contact Center Marketing 118

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Beyond Philosophy

MARCH 31, 2015

Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? Are they central, and primary, points of contact and interaction, where well-trained branch staff can build relationships and long-term value? Are they both? Are they neither?

Banking 310

Banking Airlines Self service Finance 310

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . One of the most important aspects of a call center is that phone traffic flows correctly…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service.

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

aircall

JANUARY 18, 2022

Considering the recent developments in the industry, companies have every reason to be excited for 2022: From now on, you can benefit from an alliance between Aircall and Deutsche Telekom that will rewrite the future of business telephony, as well as digitization, in German-speaking countries.

voip 62

voip Telecommunications call center software Marketing 62

Cisco - Contact Center

MAY 13, 2020

Matthew Saskin is an accomplished go-to-market leader with a proven track record in creating and scaling businesses as well as deep expertise in customer experience and digital strategy. For many organizations, delivering a great customer experience starts with the contact center as perhaps the only point of contact.

Customer Experience 79

Customer Experience Contact Center contact center solutions Analytics 79

NICE inContact

AUGUST 13, 2019

Digital-first customer service is no longer a nice option or a fun perk. Is your contact center keeping up? Without a digital customer service strategy, your customer is on the receiving end of a busy signal, or a phone left off the hook. How do cloud contact centers meet these digital-forward needs?

Customer Service 54

Customer Service Cloud contact Contact Center Enterprise 54

Mindtouch

JULY 15, 2020

Contact centers are moving to work from home (WFH) customer service models. Many contact centers and customer service operations are struggling as they move to a WFH customer service model while trying to manage this increased load. Laying the foundation for the future of customer experience.

Customer Service 62

Customer Service Management Self service Contact Center 62

NICE inContact

JULY 2, 2019

Digital customer service and business both move at the speed of now. This is why digital customer service is such a good fit for business and why integration needs to be seamless. It’s all about increasing efficiency in the contact center. Plan for future growth and chart how much you expect demand to increase.

Customer Service 60

Customer Service call center software Contact Center Call Center 60

Comm100

NOVEMBER 15, 2022

With the development of technology, today’s consumers now expect brands to offer the very best support. Contact centres are recognizing the restraints of telephone support and incorporating digital channels as they look to digitalize their operations. What does a digital communication strategy offer that telephone cannot?

contact center solutions 52

contact center solutions Chatbots Contact Center Wait times 52

Cisco - Contact Center

DECEMBER 10, 2019

Artificial Intelligence Transforming Call Centers. The Contact Center business is going through a series of very important changes driven by the technology innovation, the raise of socials and the new consumption models being evaluated by most of the companies. 73% want the ability to solve product/service issues on their own.

Interactive Voice Response 76

Interactive Voice Response Call Center Contact Center Self service 76

Calabrio

DECEMBER 18, 2020

I can see all obstacles in my way,” sang Johnny Nash* in his signature hit “I Can See Clearly Now.” This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions. Analytics are Driving the Data-Driven Approach.

Contact Center 64

Contact Center Analytics Coaching Self service 64

Branch Mesenger

JANUARY 4, 2018

Today, we want to explore some of our favorite blog posts that we've written over the course of the past year. A look back at our top customer stories: How A Tampa Pizza Hut Stayed in Contact During Hurricane Irma. Customer Stories. We're interested in more than how they use Branch Messenger, although that's important.

Healthcare 48

Healthcare Banking Enterprise Finance 48

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. Her blog is a must-read for those keen on leadership in customer service, customer listening, and engagement. Jeanne Bliss. Intercom.com .

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Avaya

JUNE 26, 2019

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. What does this “new contact center” look like? But what kind of changes are we talking about? million a year in lost productivity).

Contact Center 63

Contact Center Self service Banking Analytics 63

Avaya

SEPTEMBER 19, 2018

But what will AI mean to those who work in the contact center, and to others in government, education, healthcare and business that work to improve citizen, student, patient, or customer experiences? How does digital transformation translate into business goals, and more importantly into measurable business outcomes?

Customer Care 94

Customer Care Government Contact Center Healthcare 94

Interactions

FEBRUARY 4, 2021

We talk a lot about business continuity planning (BCP) and crisis management on our blog. How can contact centers handle volume spikes? We’ve likely hit the peak of digitization this past year. Determining where a business draws the line between digital and human touchpoints can be difficult. Strategize cohesively.

Self service 62

Self service Best practices Personalization Technology 62

VocalCom

JUNE 24, 2020

The use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs. COVID-19, accelerating the industry’s digitalization. Technology is now the glue that is holding the digital economy together.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

NICE inContact

AUGUST 1, 2019

It is time to modernize your contact center. Your current software is showing its age, unable to keep up with customer expectations or add new capabilities like digital channels (like SMS or WhatsApp) or artificial intelligence (AI). Watch Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center now.

Contact center software 55

Contact center software Contact Center Enterprise Cloud contact 55