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. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

Cisco - Contact Center

FEBRUARY 5, 2020

Transforming the Customer and Agent Experience with Artificial Intelligent Contact Center Integration. I recently delivered a session at Cisco LIVE Barcelona end of January that offered a view of the new Cisco architecture underlying the integration of Contact Centers with artificial intelligence (AI). Conclusion.

Contact Center 61

Contact Center contact center solutions Virtual Agent Interactive Voice Response 61

NobelBiz

MAY 24, 2022

For contact centers, the labor revolution has launched – the world is moving towards a new employee experience, a world where hybrid work is now the new norm for many organizations. The post Future of Work – the Hybrid Work Model for Contact Centers appeared first on NobelBiz®.

Contact Center 52

Contact Center contact center solutions Contact center software Telecommunications 52

NobelBiz

OCTOBER 12, 2020

The 2020 pandemic showed us the weak links in our technological workflow and forced the entire contact center niche to reinvent itself in order to survive. Let`s see how the future looks like. The post Crisis Is the Best Teacher: the Future of the Contact Center Industry appeared first on NobelBiz®.

Contact Center 69

Contact Center Technology 69

VocalCom

JUNE 16, 2020

The post [White Paper] Contact Centers of the Future: Creating Tomorrow’s Experience appeared first on Vocalcom Blog.

Contact Center 62

Contact Center Multichannel Call Center Customer Service 62

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

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. Technology replacing humans.

Contact Center 275

Contact Center Self service Banking Airlines 275

NobelBiz

SEPTEMBER 23, 2021

After starting out in consulting as the co-founder and CEO of Workforce Management Group, Daryl and his partners started CommunityWFM in 2005, a modern workforce management solution, specifically tailored to multichannel call centers. Daryl Gonos is probably the best person to talk to when it comes to managing agents in this type of space.

Contact Center 52

Contact Center Multichannel Management Consulting 52

NobelBiz

JULY 22, 2021

The post VIDEO & ARTICLE: The Future of Post-Call Analysis in Contact Centers appeared first on NobelBiz®.

Contact Center 52

Contact Center SaaS Coaching 52

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Remember that engaged employees work harder, care more about the company, the people they work with and ultimately care more about the customer. – Shep Hyken.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

NobelBiz

JULY 22, 2021

The post Enabling the Contact Center of the Future with Real-Time Analytics, with Marc Bernstein appeared first on NobelBiz®.

Contact Center 52

Contact Center Analytics SaaS Coaching 52

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Today’s thought leaders and customer contact professionals clearly understand the importance of delivering exceptional experiences. This briefing will help you avoid those pitfalls.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. Before Soliciting Feedback. It’s important to achieve clarity on your organizational goals from the information gathered.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

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 122

Contact Center Self service Analytics Banking 122

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. The right contact center technology for a SCV. This will help lead you to forming important relationship with your customer. – Shep Hyken.

Customer Service 226

Customer Service Contact Center Technology Big data 226

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CCNG

APRIL 13, 2021

Contact Center solutions have evolved significantly over the last two decades. Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented. Cloud-based software offers significant benefits over On-Premise solutions. The final benefit is cost.

contact center solutions 370

contact center solutions Contact Center CCNG Contact center software 370

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts. Accessible NOW! planned, 46.5% planned, 46.5%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. Understanding Why Transforms the Customer Experience. For the most part today, AI’s ability to look at data-points to understand what each customer is concerned about, or has issues with, is currently very much uni-dimensional.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

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

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Beyond Philosophy

AUGUST 25, 2022

Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. Defining Proactive.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

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. Many changes, which seemed like far-flung future possibilities, occurred overnight.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Amplifai Coaching Category

JANUARY 12, 2021

Execs in the Know Guest Blog Article and ICMI Featured Contributor Article. Looking at our industry, there are five clear trends that have, and continue to evolve our operational realities. We have to acknowledge and plan for how they affect our frontline Customer Service and Sales teams’ ability to engage, learn and perform.

Contact Center 40

Contact Center Management Sales Customer Service 40

Contact Center Pipeline

OCTOBER 29, 2021

Throughout October, our blog readers have been looking to the future! Our top 5 posts this month focus on learning from the past and using these lessons to put our best contact center foot forward.

Contact Center 162

Contact Center Analytics Call Center Technology 162

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Customer Service Self service Call Center 52

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. People are the hard part.”.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

SharpenCX

NOVEMBER 23, 2021

Discover how you can continue to deliver the best customer experience and how you can better lead your call center. U nlock the potential of your call center and invest in your customer experience. U nlock the potential of your call center and invest in your customer experience.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

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

CCNG

JULY 10, 2020

I've interviewed numerous executives on the topic of leadership in the contact center. It is really key to ensure that any organization has a talent pipeline that's encouraging and developing our leaders of the future. And right now that’s been really helpful as there’s plenty of bad news and hard decisions in our lives.

CCNG 195

CCNG Contact Center Customer Care Customer Service 195

CX Accelerator

NOVEMBER 7, 2023

After demanding a supervisor, the representative said, “I am your highest point of contact of contact in this office. By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. Again, huh?

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

JULY 26, 2021

More than just saying, “Thank you,” you can share more product information, get the customer to subscribe to your blog, upsell and cross-sell, ask for reviews, and more. Consider the opening stats. Sixty-four percent of U.S. Dissatisfied employees were more than 2.5 Fast Company) As we move closer to recovery in the U.S.,

Customer Service 254

Customer Service Customer retention Contact Center Upselling 254

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Call Center and Customer Service Conferences If you’re wondering what contact center or customer service industry conferences to attend in 2023, we’ve got you covered!

Contact Center 87

Contact Center Healthcare Call Center Technology 87

ShepHyken

MAY 15, 2020

Wondering if I could continue to trust this manufacturer, I contacted them to report the issue. Not receiving a response, I later wrote a blog post about the importance of not blocking your customers (literally, in this case!). Trust is something that’s consistently earned and is built over time. The Appliance Repair.

Contact Center 336

Contact Center outsourcing Quality management Marketing 336

3CLogic

FEBRUARY 28, 2024

Strategies not centering around AI and automation are quickly neglected by executive leaders. While there’s an extensive list of benefits as it pertains to GenAI, this blog will cover only one of the simpler and yet impactful use cases for GenAI — auto-call summarizations.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

Aspect

SEPTEMBER 25, 2018

Yogi Berra didn’t know much about contact centers, but he seems to have had great insight into the first phase of the workforce planning process when he said, “It’s tough to make predictions, especially about the future”.

Contact Center 185

Contact Center contact center workforce Wait times Education 185