COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. Moreover, the industry’s familiarity with leveraging IT systems makes it open to integrating AI technologies seamlessly.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

ViiBE Blog

FEBRUARY 9, 2021

Empowered users are less likely to contact help centers for small fixes, allowing agents to spend time resolving complicated issues. This can vary depending on business function, for example, a consumer technology company that targets younger demographics may look for younger employees with ties to the target demographic.

Management 52

Management Construction Best practices Call Center 52

Eptica

OCTOBER 9, 2019

The right technology The past 15 years have seen telephone-based call centers grow and expand to become multichannel contact centres , handling a growing volume of interactions across a widening number of channels. In the United Kingdom, there are daily themes, each emphasizing different aspects of customer service.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Momentum Telecom

JANUARY 29, 2021

But even the best plays won’t connect if technology is running interference. According to a July 2020 study produced by Harvard Business Review Analytic Services , more than 80 percent of respondents said that the technology used in their workplaces “significantly impacted” their individual performances.

Technology 98

Technology Consulting Consulting Sales 98

Customer Service Life

MAY 15, 2017

This article was originally published on the FCR blog on May 3, 2017. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better.

Technology 74

Technology Customer Service Contact Center CRM 74

Monet Software

MAY 15, 2018

While their essential purpose remains the same, there are variations in functionality, implementation and cost that should be reviewed by contact center management so that an informed purchasing decision can be made. This blog explains how There are many different call recording software solutions available.

Contact Center 48

Contact Center Call Center Management Technology 48

Eptica

SEPTEMBER 18, 2019

Put simply, whatever systems and technology you have in place, your agents are on the frontline , and their performance is what makes the difference between service that is merely adequate and an experience that drives positive feedback and long-term loyalty. The key point here is how it is measured.

Customer Service 66

Customer Service Brand ambassadors Contact Center Average Handle Time 66

Eptica

AUGUST 1, 2018

Author: Joanna Allouche - Consultant Optimizing CX with Eptica When it comes to the contact center, there is a clear link between happy agents and overall performance. Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Published on: August 01, 2018.

Average Handle Time 70

Average Handle Time Best practices APIs Consulting 70

Eptica

JANUARY 12, 2017

To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Find out what they are in this blog post. Customers want consistent and accurate information and answers from a brand, whichever channel they use to make contact.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

ViiBE Blog

APRIL 26, 2021

Customer satisfaction should be the number one goal of your contact center. ViiBE’s ticketing solution uses tags to organize different calls under one related issue. These days, customer support has moved beyond mere call centers to omnichannel contact centers. Invest in new technology. Contact us!

virtual call center 52

virtual call center call center software Contact Center Call Center 52

aircall

JANUARY 7, 2022

Choosing the best dialer software for your business’ call center can seem overwhelming. At Aircall, we’ve optimized cloud-based call center software with our power dialer solution. Read on to learn how call center dialers work, key features, how to increase your business’ productivity, and more. . But it doesn’t have to be!

Call Center 62

Call Center Interactive Voice Response call center software virtual call center 62

aircall

MARCH 12, 2021

Call centers can enhance the customer experience— if your teams are performing well. It’s essential to track call center performance to gain insight into how your customers perceive your sales and support services, so you can improve and adapt to their needs. The key ingredients to improving call center performance?

Call Center 62

Call Center Metrics First call resolution call center software 62

ViiBE Blog

MARCH 18, 2021

Call centers face a unique dilemma created by conflicting priorities. Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? What is the AHT Formula?

Average Handle Time 52

Average Handle Time call center software Call Center Metrics 52

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. Hint: Focus on Agent Performance.

Contact Center 67

Contact Center Chatbots Analytics CRM 67

ViiBE Blog

JUNE 3, 2021

Remote maintenance and Remote Virtual Inspection are just two applications of this technology. Whether you’re sending people into the field or running a call center, ViiBE ’s video call software is an excellent option for maximum connectivity. WebRTC technology ensures a secure download-free connection. Contact us!

CRM 52

CRM First call resolution Call Center Metrics 52

Eptica

MAY 8, 2019

He has thirty years’ experience in AI research, with a PhD from Carnegie Mellon University and his blog on Sina Weibo has over fifty million followers. 5 top priorities for today’s contact centers. The author, Kai-Fu Lee, is the former president of Google China and currently CEO of a Chinese VC firm that invests in AI.

Chatbots 55

Chatbots Best practices Engineering Education 55

Aspect

JUNE 22, 2018

In an effort to establish themselves as a brand known for service and to keep up with a competitive market, companies are turning to technology to meet customer demands. Here are five ways technology can improve your customer satisfaction rates. Immediate Response + Reduced Hold Times. Active Listening. Seamless Communication.

Technology 48

Technology Self service contact center solutions Cloud contact 48

aircall

MARCH 17, 2021

With the evolution of technology and changes in the marketplace, sales leaders have shifted their thinking about the best ways to leverage sales planning for success. To find out what they are, it’s a simple matter of asking them how they viewed customer service from your contact center. . Leveraging Sales Planning for Success.

Best practices 62

Best practices Sales Contact center software Contact Center 62

Eptica

NOVEMBER 6, 2019

They tell you via contact centers, open-ended answers on surveys and general conversation with your brand. Thanks to technology like Artificial Intelligence (AI) and Text Analytics, there are powerful ways to do this. Ignoring your contact center agents There’s a funny thing that happens as employees rise up the ranks.

Metrics 77

Metrics Best practices Feedback Contact Center 77

Eptica

JANUARY 20, 2016

As always, leading analysts have provided their own thoughts, and in this blog I’d like to look at trends highlighted by Forrester and Gartner. As always, leading analysts have provided their own thoughts, and in this blog I’d like to look at trends highlighted by Forrester and Gartner.

Customer Service 49

Customer Service Self service CRM Analytics 49

Eptica

FEBRUARY 6, 2019

Do ensure they are given support to deliver the best possible service, such as by giving them access to the best technology and systems that provide them with the information and tools they require. Reviewing 2018 – our top 10 blog posts from the year. Share this page on: Tweet. Why 2019 is all about trust for brands and consumers.

Automotive 73

Automotive Best practices Banking Customer emotions 73

TLC Associates

OCTOBER 30, 2019

You’ve likely thought that very question (or a variation of it) while talking to vendors about outsourced contact center solutions. Yet there’s another equally important follow-up question you need to ask: “how much do in-house contact center operations cost me?”. Your Contact Center Location Costs.

Contact Center 40

Contact Center outsourcing Real estate Interactive Voice Response 40

Vistio

FEBRUARY 1, 2022

With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. What do you think are some of the biggest misconceptions about, specifically contact center agents? It’s exciting. That brings me to my next question.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

Eptica

JULY 29, 2016

Author: Dharmesh Ghedia In my previous blog I outlined how important knowledge is to successfully deliver customer service , and how to overcome the challenges of creating a centralized, multichannel knowledge base. Published on: July 29, 2016. Share this page on: Tweet.

Management 50

Management Customer Service Multichannel Best practices 50

aircall

MARCH 23, 2018

Social media, email, online chat, and phone are all now considered routine ways to contact support. In fact, The Best teams ranked “Implementing new tools or technologies” as their number one objective to prioritize in 2018. appeared first on Customer Experience & Cloud Call Center | Aircall Blog.

Surveys 86

Surveys CRM Education Metrics 86

aircall

MARCH 16, 2018

To tell if a candidate is ready to take on a customer support or call center position, team leads and managers should thoroughly screen candidates. It could also mean updated and powerful technological investments. Account executives can act as brand ambassadors as well as points-of-contact for newly acquired clients.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. Content may be of many different types – blog posts, videos, white papers, case studies, and more. is definitely the blog post. What do your blog posts do? Do they spread your brand message?

Customer Support 45

Customer Support Customer Care Entertainment Education 45

Nicereply

OCTOBER 14, 2019

I contacted Kelly Lynch, a customer support agent by day, and a stand-up comedian and disability advocate by night to help me learn more about how customer support teams can become more accessible to a wider range of users. Not related to this article, just an incredible use of adaptive technology! Provide alt images tags.

Customer Support 70

Customer Support Airlines Government Interactive Voice Response 70

NICE inContact

JANUARY 3, 2018

However, due to size and its number of customers, a large company will require much more technology infrastructure to prompt its employees to ask me about the specific reason I was buying the shoes. The post Contact Center Resolution Number 1 – Shift Your Focus from Product to Customer Experience appeared first on inContact Blog.

Contact Center 27

Contact Center Customer Experience Advertising Entertainment 27

aircall

JUNE 30, 2021

This is because they show how they value their people, customers, processes, and technologies. You can achieve this by expanding your content marketing capabilities, enhancing the customer experience across different channels, and investing in technologies that provide in-depth customer analytics. Build Better Customer Relationships .

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. But if the address of the person they wished to contact isn’t available in the database at the moment, the search might come up empty. Merge tags can help you personalize an email beyond just first names.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52

aircall

MAY 1, 2022

Your company’s contact center solution makes a first and lasting impression of your company, giving the customer an experience that will tell them about the kind of journey they can expect if they choose to do business with you. What Is a Contact Center as a Service or CCaaS? CCaaS stands for contact center as a service.

Contact Center 62

Contact Center voip Interactive Voice Response contact center solutions 62

AWS Machine Learning

NOVEMBER 22, 2023

Use the “Generative AI” tag as you are browsing the session catalog to find them. Innovation Talks – Learn about the latest cloud technology from AWS technology leaders and discover how these advancements can help you push your business forward. The technical sessions in our track are divided into five areas.

Engineering 113

Engineering Best practices APIs Government 113

aircall

AUGUST 29, 2022

There’s a reason business owners are obsessed with call center productivity. There are a lot of factors to look into, but one thing’s for sure: The productivity of a call center plays a key role in its growth and competitiveness. . What is call center productivity? So how do you measure call center agent productivity?

Call Center 118

Call Center virtual call center call center software Self service 118

Spearline

AUGUST 24, 2022

Real-time WebRTC communication has become the controlling force in communications technology and yet, somewhat ironically, there are still many WebRTC variables beyond our control. The tag-team. WebRTC is tough but, armed with the information in this blog, you can prove that you have the WebRTC media brawn to meet the challenge.

Transportation 97

Transportation Benchmark Engineering Contact Center 97

JustCall

MARCH 9, 2023

Given the fact that contact centers are where most of the customer activity happens, this department needs robust tools and solutions to handle the load. To help businesses manage call volumes in addition to keeping their efforts goal-aligned, they can choose from various types of contact center solutions.

Contact Center 52

Contact Center Multichannel Interactive Voice Response outsourcing 52

Customer Service Life

AUGUST 20, 2019

This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. One of the cool things about working in outsourced customer service is the opportunity to learn about a wide variety of industries, tools, and technologies. Practice #2: Plan for repeat contact handling.

Best practices 63

Best practices Average Handle Time Surveys Metrics 63