3CLogic

FEBRUARY 28, 2024

Lately, artificial intelligence (AI) is at the core of any customer-centric digital transformation. Strategies not centering around AI and automation are quickly neglected by executive leaders. In other words, two-thirds of an agent's time is spent on call notes and summarizations, instead of helping the next customer.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. How AI-Enabled Super-Agents Improve CX. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? And how do offshore solutions, interpreters, and texting play a role? The impact of bilingual support on the customer experience cannot be understated. ICMI data shows that 66% of agents get frustrated when faced with language barriers.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. If you’re reading this blog post, you are probably one of them. For example, Lumoa is the first customer experience platform to offer generative AI insights.

Feedback 83

Feedback Consulting Consulting Enterprise 83

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Comm100

MAY 25, 2022

Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers. For contact centers, this means that outsourcing, IVRs, and seasonal hiring practices will have to change.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

SmartAction

DECEMBER 8, 2023

In the heart of the city stood a bustling contact center, a hub of endless calls and queries. This was where Alex, a visionary contact center manager, worked tirelessly to improve efficiency and customer satisfaction. The once overburdened agents found themselves focusing on more complex, engaging tasks.

Virtual Agent 79

Virtual Agent Contact Center Upselling Interactive Voice Response 79

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. In this article, we’ll explore how to streamline service management by adopting an omnichannel engagement workspace. This is sometimes easier said than done.

Management 64

Management Call Logging CRM Call flow 64

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

TechSee

AUGUST 14, 2023

Their knowledge and impact is constantly reshaping the service industry. As the host of The Modern Customer Podcast , she explores how businesses can make customers’ lives easier and better, featuring experts that provide simple, tangible advice you can immediately apply at your own organization.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Expivia

FEBRUARY 25, 2024

Unraveling the Potential of Auto QA: Redefining Contact Center Evaluation Are you ready to uncover the transformative power of Auto QA? In the bustling world of contact centers, where every interaction holds significance, traditional quality assurance methods often miss the mark.

Contact Center 52

Contact Center Technology Feedback Analytics 52

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased.

Customer Experience 78

Customer Experience Self service Contact Center Chatbots 78

ShepHyken

JANUARY 22, 2023

How do you keep your loyal customers? AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence. My Comment: This excellent article focuses on strategies and tactics to consider for your call center.

Customer Service 120

Customer Service Contact Center Self service Consulting 120

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

Upstream Works

JANUARY 20, 2023

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. There are two main lenses through which these factors must be filtered: customer experience (CX) and agent experience (AX).

Contact Center 78

Contact Center Upselling Customer retention Technology 78

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Customer Service 78

Customer Service Chatbots APIs Government 78

Upstream Works

FEBRUARY 22, 2023

Unfortunately, many contact centers have the unfortunate habit of doing just that. With the addition of new AI channels, the problem is only going to get worse. Having to repeat information to a contact center agent constantly comes in near the top in the order of things that negatively impact customer satisfaction.

Chatbots 78

Chatbots Self service Contact Center Interactive Voice Response 78

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. List Company Facts How long have you been in business? How many full-time employees do you have?

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Upstream Works

MARCH 17, 2022

Technology changes impact all facets of a business. For contact centers, this also includes staffing and operations. Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here.

Contact Center 78

Contact Center Interactive Voice Response Self service Call Center 78

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. Can AI Handle Complex Customer Care? Can AI Handle Complex Customer Care?

Contact Center 62

Contact Center Customer Experience Chatbots Customer Care 62

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. In 2023, it will become table stakes. Noise Suppression.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

Expivia

FEBRUARY 18, 2024

Transforming Customer Service: The Evolution of Contact Center Outsourcing In the rapidly evolving business landscape, where technological innovation outpaces traditional business models, the contact center outsourcing industry is undergoing a monumental shift.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

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? And, more specifically, what are the contact center technology trends for 2022?

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

Upstream Works

DECEMBER 6, 2021

The contact center is currently being transformed in fundamental ways, driven mainly by the evolution of cloud-based technologies and the emergence of Artificial Intelligence (AI) -driven applications. We’ve discussed the importance of digital channels in this previous blog post. Understand the Impact on Agents.

Contact Center 78

Contact Center Customer centricity Call Center Sales 78

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

Upstream Works

DECEMBER 14, 2022

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. When it comes to AI and customer service, automation usually comes to mind. AI Use Case 1: CX Before an Agent Interaction.

Chatbots 78

Chatbots Contact Center Coaching Surveys 78

Expivia

FEBRUARY 15, 2024

This release is not just an update; it’s a leap into the future of AI-driven customer service. Enlighten Actions: Beyond Analytics Enlighten Actions represents a significant advancement in AI-driven analytics, providing unprecedented insights into customer interactions and agent performance.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). This means that AI applications for the contact center do not come fully-formed. 24/7 Self-service.

Chatbots 78

Chatbots Journey mapping Self service Contact Center 78

Balto

DECEMBER 16, 2022

2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. With renewed focus on agent experience, ever-advancing AI capabilities, and the embrace of omnichannel solutions, contact center leaders face an exciting opportunity to best serve their customers in 2023.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

JustCall

APRIL 3, 2024

Auto dialers are a secret weapon for call centers and sales teams. They are tireless assistants handling manual dialing while your agents focus on closing sales or generating leads. With auto dialers, your agents can effortlessly connect with live prospects, avoiding busy signals or voicemails.

Sales 52

Sales CRM Scripts APIs 52

Creative Virtual

APRIL 21, 2022

Long wait times, disengaged agents, multiple call transfers, repeating yourself over and over – calling customer support has a bad reputation for a reason. Many of us would rather self-serve on the website, send an email, or chat with an agent online for most of our support needs, particularly when we are dealing with large companies.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105