ShepHyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. What is a CX management platform?

Customer Experience 353

Customer Experience Management Contact Center Engineering 353

Beyond Philosophy

MAY 25, 2022

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued.

Contact Center 370

Contact Center Consulting Consulting Coaching 370

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

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. With Amazon Lex bots, you can use conversational AI capabilities to enable these capabilities within your call center.

Chatbots 94

Chatbots APIs Self service Contact Center 94

Cyara

FEBRUARY 2, 2024

In today’s competitive business landscape, customer experience (CX) plays a pivotal role in determining the success or failure of a company. This takes effort, teamwork and vigilant testing and examination of customer journey development, design, and functionality in pre-production and deployment phases of the CX development lifecycle.

Customer Experience 76

Customer Experience Contact Center Management 76

Beyond Philosophy

AUGUST 25, 2022

Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. I would add that proactive experiences also save organizations money by preempting a contact at the contact center. There you have it.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

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

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. CX Visibility Bad audio quality. To begin, let’s think literally, taking the words at face value.

Contact Center 76

Contact Center Customer Experience Technology Sales 76

TeleDirect

FEBRUARY 14, 2024

At TeleDirect, we deliver cloud-based contact center solutions to companies and industries across America. Read our guide to cloud-based customer service to learn more about it. Cloud Contact Center: What Is It & How Does It Work? Customer contact centers have come a long way.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48

ShepHyken

OCTOBER 29, 2021

She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Cloud-based calling? . Cloud-based calling? .

call center software 190

call center software Call Center Customer Support Scripts 190

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

JustCall

APRIL 3, 2024

Auto dialers are a secret weapon for call centers and sales teams. Talkdesk is a contact center platform with customizable auto dialing modes (preview, power, predictive). Nice CXone is an enterprise contact center suite with robust auto dialer and campaign management tools.

Sales 52

Sales CRM Scripts APIs 52

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions. The Report analyzes WFM market activity and provides 5-year projections.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

ShepHyken

APRIL 5, 2019

These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. Initially, chatbots were little more than a method deployed to take some of the weight off contact centers and their agents. From Customer Service to Customer Experience.

Chatbots 287

Chatbots Customer Experience Cloud contact Contact Center 287

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 105

Best practices Call Center Interactive Voice Response First call resolution 105

Edify

MARCH 10, 2021

Attempting to predict the future has always been a risky proposition, and right now it’s harder than ever. In a world full of uncertainty we can only look at the way specific trends are converging and use that insight to project the factors which can impact on business success.

Contact Center 54

Contact Center Cloud contact Customer Experience 54

CSM Magazine

JANUARY 17, 2024

Experimentation Takes Centre Stage The contact centre industry will become a hotbed of experimentation. The experimentation mindset will not only enhance efficiency but also elevate CX. Contact centres will increasingly use AI-driven tools to personalise interactions, anticipate customer needs, and resolve issues swiftly.

Cloud contact 52

Cloud contact Analytics Chatbots Contact Center 52

SharpenCX

NOVEMBER 10, 2021

It’s a daunting task to find new cloud technology for a contact center. You need to ask the right questions and gather supporting info to commit to a new cloud contact center system. . >> Download Now: 101 questions to ask on your contact center RFP. Ask yourself: . Utter chaos ensues.

Cloud contact 128

Cloud contact Contact Center Technology Accountability 128

Talkdesk

DECEMBER 10, 2020

If modernizing your customer experience (CX) isn’t one of the top priorities for the leaders in your organization, it should be. Migrating a contact center to the cloud can drive your digital transformation program forward. Migrating a contact center to the cloud can drive your digital transformation program forward.

Cloud contact 115

Cloud contact Contact Center Transportation contact center solutions 115

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Upstream Works

AUGUST 5, 2021

As momentum continues to build for cloud adoption in the contact center space, the business case for supporting this decision becomes clear. These are a few specific examples of how cloud benefits the contact center and any one of these is sufficient to justify the investment.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Talkdesk

DECEMBER 10, 2020

We talked to almost 900 consumers and hundreds of customer experience (CX) professionals to understand the changing landscape of CX in financial services and insurance. We heard the same thing over and over: the expectations for CX have skyrocketed. . We’re calling it the CX revolution in financial services and insurance. .

Contact Center 135

Contact Center Upselling Cloud contact Analytics 135

Upstream Works

JULY 16, 2021

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Learn more about our omnichannel contact center solutions here.

contact center solutions 78

contact center solutions Cloud contact Contact Center Journey mapping 78

Cyara

JUNE 29, 2023

Cloud contact center migration can be a complex and challenging journey. According to CX Today , the CCaaS (Contact Center as a Service) space will grow to $19.8 Businesses that choose to follow this path can gain many benefits. Those that don’t, might not. billion by 2031, putting it on a 16.8%

Cloud contact 67

Cloud contact Contact Center 67

Talkdesk

NOVEMBER 11, 2020

Organizations worldwide are now waking up to the advantages of moving to the cloud as a strategic decision, not only to keep businesses up and running, but also to boost performance, cut costs and enhance customer experience (CX). Let’s walk you through the vital aspects of moving your business to the cloud.

Contact Center 123

Contact Center Customer Experience Management 123

Upstream Works

FEBRUARY 17, 2022

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers.

Contact Center 78

Contact Center contact center solutions Technology CRM 78

Fonolo

NOVEMBER 19, 2020

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. The State of the Contact Center in 2020. Improve CX.

Contact Center 162

Contact Center Abandon rate Enterprise Government 162

Talkdesk

APRIL 13, 2021

Talkdesk offers advanced administrative services to help customers optimize their contact center. We continue to work closely with our customers to improve Customer Experience (CX) and achieve greater revenue. The demand for cloud-based solutions boomed with remote working models adopted since the pandemic outbreak.

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62

Talkdesk

MARCH 30, 2021

Retail customers and CX professionals talked, we listened; here’s what they said. With that comes big pressure on retailers to deliver a better customer experience (CX), with more than half (58%) of retail customers telling us that their expectations for interactions with their preferred brands and retailers are higher than a year ago. .

Contact Center 91

Contact Center Upselling Cloud contact Analytics 91

Zappix

MARCH 13, 2024

Zappix combines innovative technology and best CX practices to reshape customer engagement in the utility sector. The cloud-based platform enables workflow automation, rapid developments, and integration to back-end systems and provides an actionable Analytics Suite. To learn more about Zappix, go to [link] Contact Zappix, Inc.

Self service 52

Self service Interactive Voice Response Analytics CRM 52