Call Journey

MARCH 1, 2020

Inflow takes contact center experience to new heights with innovation, advanced strategies, and Call Journey AI-powered Conversation Analytics. Inflow Communications is a powerhouse in innovative contact center experience by offering ground-breaking technologies, proven methodology and data.

Contact Center 56

Contact Center Analytics Technology Customer Experience 56

Knowmax

JUNE 24, 2021

Innovative ways to train call center agents.

Call Center 52

Call Center Customer Experience 52

Advantage Communications

DECEMBER 12, 2019

The acquisition and retention of highly-qualified workers is crucial for any organization, and outsourced call centers are no different. That’s why the most innovative nearshore call centers are implementing new company culture strategies to attract and retain top talent.

outsourcing 52

outsourcing Call Center Customer Service Contact Center 52

CCNG

JANUARY 17, 2024

I felt bad, as I had convinced him to try a career in Call Centers since he didn’t have a college degree and had asked me for career advice. I had started on the phones myself and knew that Call Centers are still one of the few places you can earn your way up the ladder without having a degree.

CCNG 195

CCNG Calibration Employee engagement Call Center 195

Callminer

JULY 17, 2023

Speech analytics in the call center is a new, innovative application of AI and has become a crucial tool for businesses seeking to improve customer service.

Best practices 182

Best practices Call Center Analytics Customer Service 182

Dialer 360

NOVEMBER 28, 2019

Particularly, call center innovation ideas to play an important role in determining the fate of leads and prospects in the contact centers industry. Here we suggest some call center innovation ideas that will make your business processes smoother. Employees are the lifeline of a call center.

Call Center 37

Call Center Interactive Voice Response CRM Feedback 37

CCNG

MARCH 6, 2024

Do you sometimes feel like you are playing buzzword bingo when reading anything about AI in the contact center? A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world. What types of AI are contact centers utilizing?

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

CCNG

FEBRUARY 21, 2024

The leaders of this space have already explored how AI can improve your organization’s customer service (or support center). AI Boosts Employee Productivity: The key innovation for AI Customer Support has been the proliferation of large language models (LLMs). For those customers this is the new standard for support centers.

Technology 195

Technology Customer Service Virtual Agent Self service 195

CCNG

AUGUST 9, 2023

It has the potential to revolutionize the way contact centers operate and deliver customer experiences if done correctly. While the possibilities are still being explored, there is so much opportunity presently for contact centers to take advantage of this technology. Because you are.

Contact Center 195

Contact Center Chatbots Education Technology 195

CCNG

JANUARY 10, 2024

As the contact center industry looks toward ChatGPT and other emerging technologies, the positive possibilities seem endless. What if a customer calls in on Tuesday and another customer calls in on Thursday with the same question? Will the information be the same when they listen to the call and check the information accuracy?

Technology 195

Technology CCNG Coaching Contact Center 195

Avaya

JUNE 26, 2017

Innovation: perhaps no other word has been so stressed over the last decade as the pressure mounts for brands to evolve, adapt and grow. Today, innovation is not just an opportunity, it’s a necessity. Consider that only 10% claim to innovate , and only 5% feel they’ve mastered digital to a point of competitive differentiation.

Call Center 47

Call Center Education Contact Center Surveys 47

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

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. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CCNG

DECEMBER 20, 2023

Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics in call centers. The End of Human Interaction in Call Centers? Despite these advancements, the hyperbolic sales pitches foretelling the end of human interaction in call centers is irresponsible.

Call Center 195

Call Center Chatbots CCNG Technology 195

Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. To help you in doing so, we’ve highlighted the major concerns typically encountered by call centers below. Ballooning Call Volume. Innovative Challenges.

Call Center 287

Call Center Technology Accountability Customer Support 287

Outsource Consultants

MARCH 27, 2024

As Women’s History Month comes to a close, Outsource Consultants wants to celebrate the incredible women leading the call center industry. Women have always been a driving force behind call center excellence, ( 71% of global employees are women ) — but this representation has not scaled as quickly at the ownership level.

Call Center 67

Call Center Government outsourcing call center workforce 67

Callminer

AUGUST 30, 2021

We share input from business leaders and call center experts on the most impactful call center innovations that can transform your call center KPIs, processes, and improve results.

Call Center 182

Call Center 182

TechSee

APRIL 1, 2024

This innovative approach has seen phenomenal success, successfully automating upwards of 90% of fiber customer self-installations by using visuals to guide users at every step. Or that 70% of contact centers lack access to relevant information during support calls ? Here’s how to turn that around.

Self service 124

Self service Consulting Consulting Contact Center 124

ShepHyken

MARCH 25, 2024

I loved one of his first topics: AI is not the end of call centers. If you disagree, it’s because the call center experience you had isn’t using AI for its best capabilities. My friend and fellow customer service expert, John DiJulius, shares his thoughts on how AI is benefiting both customer and employee satisfaction.

Customer Service 190

Customer Service Call Center Chatbots Call center experience 190

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. As a visual platform, TechSee converts phone calls into live augmented reality sessions and enhances service automation by bringing computer vision AI to chat and automated workflows.

Average Handle Time 206

Average Handle Time Interactive Voice Response First call resolution Cloud contact 206

TechSee

NOVEMBER 7, 2023

In an increasingly digital world, Hotpoint is driving purposeful innovation to meet the evolving needs of its customers. Hotpoint partnered with leading computer vision technology company, TechSee to introduce a live video and augmented reality platform, turning their call center into an interactive customer care support team.

Customer Experience 124

Customer Experience Engineering Call Center Technology 124

ShepHyken

APRIL 22, 2024

The first tip, being proactive and reaching out to customers before they call you (about a problem), is something more companies should implement. This short article by our friends at NICE shares four simple tips – and at least one, if not all four, are important.

Customer Service 196

Customer Service B2B B2C Advertising 196

Zappix

APRIL 17, 2024

BURLINGTON, MASSACHUSETTS, UNITED STATES, April 17, 2024 / EINPresswire.com / — Zappix and GTS have launched their advanced Customer Engagement Solutions and Call Center Operational Enhancements for North American enterprises and government clients, marking a significant step forward in customer service and operational efficiency.

Government 52

Government Enterprise Call Center Interactive Voice Response 52

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. In this article you’ll learn about core strategies, compliance must-knows, and groundbreaking innovations and insights to transform your SMS campaigns into powerful tools of engagement and growth.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. He is currently the Strategy & Optimization Czar at Call Design North America (CDNA), the leader in workforce management solutions for contact centers.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

APRIL 26, 2021

9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Top Customer Experience Resources to Follow in 2021 by MK Marketing.

Customer Service 333

Customer Service First call resolution Contact Center Engineering 333

TechSee

JULY 28, 2023

Introduction The right-to-repair movement has gained significant momentum in recent years, giving consumers the ability, and resources needed to repair their electronics and devices themselves rather than relying solely on authorized repair centers. This movement aims to promote sustainability, cost-effectiveness, and consumer empowerment.

Self service 206

Self service Customer centricity Technology Customer Support 206

TechSee

MARCH 7, 2023

Dr. Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

24-7 InTouch

FEBRUARY 13, 2024

Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

Hodusoft

APRIL 1, 2024

As businesses continue to prioritize customer-centric strategies, having reliable call center software like HoduCC becomes indispensable. Understanding GetApp’s Category Leaders GetApp’s Category Leaders represent the cream of the crop in various software categories, including call center software.

call center software 52

call center software Contact center software Customer centricity Call Center 52

NobelBiz

APRIL 8, 2024

This accolade is a testament to our relentless pursuit of excellence and our unwavering commitment to innovating the customer service technology landscape. This accolade underlines our commitment to innovation and customer satisfaction. It underscores the collaborative effort and dedication of everyone involved in our journey.

industry standards 52

industry standards Contact Center CRM Call Center 52

NobelBiz

APRIL 9, 2024

Call centers play a crucial role in customer service and sales operations. However, in the middle the hustle and bustle of daily operations, it’s essential for call centers to prioritize compliance with various laws and regulations. Table of Contents What is Call Center Compliance and Why is it Important?

Call Center 105

Call Center Telemarketing Healthcare Government 105

IdeasUnlimited

MARCH 6, 2024

This is where IdeasUnlimited, a leading provider of call center support services, carves its niche. At the core of IdeasUnlimited’s offerings is its comprehensive range of call center services. Apart from the traditional call center services, IdeasUnlimited offers specialized support in various domains.

Customer Support 105

Customer Support Brand ambassadors Call Center Enterprise 105