CX Global Media

NOVEMBER 19, 2018

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. few rated as exceptional contact center leaders are embracing the change.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

Fonolo

FEBRUARY 23, 2021

This blog is for contact center industry newbies. It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Top Contact Center Trends 2021. A Short History of Call Center Technology.

Call Center 96

Call Center Technology Interactive Voice Response Contact Center 96

Contact Center Pipeline

DECEMBER 28, 2016

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. This year, we began publishing those columns on our blog to help spread the word about these outstanding contact centers, leaders and […].

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

Talkdesk

NOVEMBER 7, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. Vivino has been at the center of the movement to digitalize the wine industry since it was founded in 2009, taking the wine-buying experience mobile with an app that allows for image recognition, community reviews and intelligent behavior monitoring.

Contact Center 0

Contact Center Analytics Customer Support Personalization 0

Talkdesk

NOVEMBER 7, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. Vivino has been at the center of the movement to digitalize the wine industry since it was founded in 2009, taking the wine-buying experience mobile with an app that allows for image recognition, community reviews and intelligent behavior monitoring.

Contact Center 40

Contact Center Analytics Customer Support Personalization 40

Noble Systems

MAY 11, 2021

In this blog, we’ll look at how speech recognition has evolved since it was first introduced. Google Voice Search launched in 2009. For contact centers, ASR is often the first point of interaction between a brand and its customers, and is fundamental to gaining consumer insights through conversation analytics.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Toister Performance Solutions

DECEMBER 10, 2019

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. When I managed a contact center, a lot of off-the phone work would pile up while we were deluged with customer calls.

Advertising 67

Advertising Airlines Morale Self service 67