ShepHyken

JUNE 28, 2019

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.”. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past.

Contact Center 275

Contact Center Self service Banking Airlines 275

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. Customers are getting more demanding and many managers are looking for ways to break through to higher levels of customer satis­faction. How can this be done?

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Hodusoft

OCTOBER 6, 2022

HoduSoft, a leading unified communications software maker, today announced that their Call & Contact Center Software, HoduCC has been ranked as the No. 1 Predictive Dialer Software in GetApp ’s Category Leader list, published by Gartner Digital Markets Report.

Contact center software 52

Contact center software voip Contact Center Customer Support 52

Aspect

JUNE 4, 2020

To follow the same path as Rumi — at least in a business sense — contact center leaders must have a plan that enables them to rapidly respond and adapt to change. Business Continuity in the Contact Center. annual increase in customer satisfaction rates. annual increase in customer satisfaction rates.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

HGS

JANUARY 25, 2021

Ready to modernize your contact center? Tis the season for contact center trends, predictions, and “must-watch” lists. Gartner ranks trends such as digital experience platforms, Internet of things for customer service, natural language processing, 360-degree view of customers, chatbots, robotic process automation, etc.

Contact Center 130

Contact Center Banking Education Self service 130

CSM Magazine

FEBRUARY 16, 2024

In April 2024, the Las Vegas Convention Center will see the return of the Call and Contact Center Expo. The event is focused on the processes used by call and contact centers, with showcases from over 200 different business representatives along with seminars by over 100 industry experts.

Contact Center 52

Contact Center Big data Call Center Technology 52

Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. Customer experience (CX) is the new marketing battleground. So, if customer experience is the new battleground, then the contact center is out front leading the charge. Customer Experience. Experience. Experience.

Contact Center 105

Contact Center CRM Call Center Personalization 105

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

CX Global Media

DECEMBER 28, 2017

Coaching is the #1 agent experience focus for 2018. At least it is as stated in CCW’s Executive Report Contact Center Priorities for 2018. As I mentioned, we are all aware that intent and execution are often times two separate elements in contact centers. Definitely not fast enough for customers.

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially. Computer Vision AI – Reinventing the Contact Center. It doesn’t end there. Image Restoration. Facial recognition.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

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

CCNG

JANUARY 10, 2024

As the contact center industry looks toward ChatGPT and other emerging technologies, the positive possibilities seem endless. Information that can be updated and delivered instantaneously by an agent to a customer looks like a productivity boost as well as a driver of positive customer experiences.

Technology 195

Technology CCNG Coaching Contact Center 195

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. 9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. My comment: You know I love stats and facts about anything related to customer service and CX. Thank you MattsenKumar!).

Customer Service 333

Customer Service First call resolution Contact Center Engineering 333

CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. Employees and gig workers are harder to retain, and the job of the customer-facing agent is getting more complicated and stressful. Customer phone calls cost the company more money.

Management 195

Management Average Handle Time Self service First call resolution 195

Eptica

SEPTEMBER 16, 2020

Date: Wednesday, September 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Two key themes that are driving UK customer experience post-pandemic. At a time when customer experience and reassurance has been vital, how well has CX coped, and what lessons can be learnt for the future? Share this page on: Tweet.

Customer Experience 127

Customer Experience Contact Center Marketing Management 127

Avaya

OCTOBER 7, 2016

The evolving demands of digital-savvy customers have a deep impact on the contact center. In today’s highly connected society, customers are relying on other people around them to find information to solve issues. In reality, the last mile that makes or breaks the customer experience lies in the contact center.

Contact Center 81

Contact Center Customer Experience Self service Best practices 81

Fonolo

SEPTEMBER 17, 2020

That’s why, in the contact center world, extroverts are more sought after than introverts. For starters, contact center agents do more than just answering calls and emails. The Perfect Call Center Agent Does Exist. The Extroverted Contact Center Agent. The Introverted Contact Center Agent.

Contact Center 128

Contact Center Personalization Call Center Coaching 128

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Who wrote it: Sheila McGee-Smith (one of our Call Center Top Analysts ), sponsored by NICE.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Taylor Reach Group

DECEMBER 11, 2019

The challenge lies in how you make you employees or in the case of a contact center, your agents happy. It is your agents that interact with your customers, they are the ones who deliver service and have the greatest impact on your Customer Experience. contact center management).

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

DMG Consulting

JANUARY 10, 2022

Contact Center Workplaces Are in the Midst of a Renaissance. This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. The employee-employer relationship in contact centers is finally being re-evaluated and redefined, and not a moment too soon.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

NobelBiz

FEBRUARY 22, 2023

For the contact center industry, customer relationships management has also dramatically shifted. This revolution of channels must enable contact centers to make client relationships even more distinctive by personalizing them and creating a genuine consumer experience.

Contact Center 52

Contact Center Scripts Customer Care contact center solutions 52

NobelBiz

FEBRUARY 22, 2023

For the contact center industry, customer relationships management has also dramatically shifted. This revolution of channels must enable contact centers to make client relationships even more distinctive by personalizing them and creating a genuine consumer experience.

Contact Center 52

Contact Center Scripts Customer Care contact center solutions 52

Call Experts

FEBRUARY 18, 2021

To answer “what is customer service” in simpler words, it is fulfilling your customers’ needs and desires. And, a contact center is instrumental in supporting your customers. . Offering outstanding customer support means focusing on a few key metrics. Contact Center.

Contact Center 52

Contact Center Interactive Voice Response Best practices Call Center 52

Call Center Weekly

OCTOBER 13, 2017

By Sean Hawkins This is an exciting time to be in the contact center! The call center of old, is vastly different than today's contact center. Perceptions about the contact center Ask the average person, and they are likely to have a negative opinion of the contact center.

Contact Center 100

Contact Center Education Call Center Government 100

Spearline

MARCH 27, 2023

(L-R) Luan Tran, CTO and Co-Founder of Cyara; Kevin Buckley, CEO and Co-Founder of Spearline; Alok Kulkarni, CEO and Co-Founder of Cyara; and Matthew Lawlor, CTO and Co-Founder of Spearline Strategic acquisition expands Cyara’s solutions for AI and cloud contact center migration assurance SILICON VALLEY, Calif.

Customer Experience 52

Customer Experience Chatbots Enterprise Contact Center 52

Tethr

AUGUST 6, 2020

Customer experience (CX) is a core business driver. In order to radiate a positive experience across an entire business, work and resources must be put into the call center. Customer experience can be summed up as how a person feels about the experience of interacting with your company.

Customer Experience 81

Customer Experience Enterprise Call Center Contact Center 81

Taylor Reach Group

NOVEMBER 11, 2019

Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm. This process identified the centers’ maturity, and allowed for the charting of improvement initiatives to prove the results.

Consulting 58

Consulting Consulting Contact Center Best practices 58

NICE inContact

AUGUST 26, 2020

The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 20201 identifies NICE inContact CXone as a leader in an evaluation of ten of the most significant providers and how they stack up in a detailed assessment. NICE inContact has been recognized as a leader in a new report from Forrester Research.

Contact Center 80

Contact Center Best practices Call Center Customer Experience 80

Call Experts

FEBRUARY 26, 2020

Contact centers must capture data in real-time and enter correctly into CRM systems to provide reporting for your business to make data-driven decisions. . Before we dive into billing, to understand the structure of billing, we first need to review the service categories. Understanding Contact Center Billing.

Contact Center 59

Contact Center Journey mapping Interactive Voice Response Call Center 59

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. Contact centers all over the world were forced to accelerate their digital transformation the moment the lockdown hit, as the alternative was not an option. Contact centers around the world have positioned themselves to come out of the pandemic stronger than they went in.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 99

Contact Center Call Center Self service Surveys 99

Balto

OCTOBER 31, 2022

With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce. Supervisors are the contact center’s superpower if you unleash them. Use Onboarding to Get Personal.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases Future Contact Center Outlook, 2025 – 2040. When: Today, 3 March 2020.

Consulting 62

Consulting Consulting Contact Center Gamification 62

Fonolo

APRIL 17, 2018

The longevity of service level is astonishing when one considers the enormous changes that have occurred in customer service technology over the last few decades. Even more astonishing is that most call centers would name the same target value for that metric: the magical “80/20”. Now – finally – this dominance may be fading.

Service level 106

Service level Contact Center Abandon rate Call Center 106

DMG Consulting

SEPTEMBER 13, 2021

The Business Case for Making Contact Center Applications Standard Employee Productivity Tools. Every employee plays a role in delivering an outstanding customer experience (CX), whether in direct contact with customers or supporting customer-facing co-workers. Sep 3, 2021 Donna Fluss.

Contact Center 48

Contact Center Entertainment Employee engagement Enterprise 48

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience. Customer Satisfaction.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59