Talkdesk redefines the contact center with CX Cloud

Talkdesk

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs.

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

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Contact Center Software Trends for 2020 – Helping Contact Centers Serve Customers Better

Hodusoft

So, in the case of contact center software, you have good things to look forward to in 2020. Still, these trends point to making life easier for contact centers and helping them to serve customers better and faster. Technical call center software contact center software

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

A Q&A Interview with PlantCML Product Marketing Manager and NG9-1-1 Expert Michael Rosen

Customer Interactions

brought into the contact center, along with a corresponding PC under the desk and a supporting server in the backroom for each application. Contact centers will be forced to design effective multitasking environments that do not generate “information overload” in the face of increased pace of work and potentially higher stress levels.

Is Omnichannel Language Support in your Contact Center Strategy?

Call Center Coach

In our ever-growing global economy, omnichannel language support needs to be included in your contact center strategy. Learn why omnichannel language support is needed in your contact center. The post Is Omnichannel Language Support in your Contact Center Strategy?

What Vision & Execution Means to Us: NICE in the 2010 Gartner Magic Quadrant for Contact Center Workforce Optimization

Customer Interactions

Last month Gartner published its 2010 Magic Quadrant for Contact Center Workforce Optimization report. According to Gartner, the Magic Quadrant constitutes a qualitative analysis of the market and its participants. In the report Gartner evaluates the market’s main vendors according to two criteria: ‘completeness of vision’ and ‘ability to execute.’

Apocalyptic Predictions and the Contact Center

DMG Consulting

Apocalyptic Predictions and the Contact Center . The call center world hasn’t escaped its share of sensational claims, which include: Voice response units (VRUs, predecessors of the IVR) are going to replace the need for live agents – circa 1980s. Social media will eliminate the need for contact centers – circa 2000’s. The web and mobile apps are going to eliminate the need for live agents – circa 2010’s.

3 Practical Ways AI in the Contact Center Gets Real

Comm100

Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Specifically, we’ll focus on three applications of AI that will forever change how we build and run contact centers: Chatbots, analytics, and the agent experience. First of all, any technology that makes the contact center faster and more productive is a good thing.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes.

EPIC Connections Adds GOLD Certified Implementation Partner Status to Its Portfolio of Contact Center Service Offerings

EPIC Connections

As a NICE inContact partner since 2010, EPIC Connections has continuously evolved its service offerings to meet the needs of NICE inContact clients. As a global professional services company, EPIC Connections’ mission is to design and deploy the contact center for the future.

Perseverance Through Rapid Change: EPIC Connections Celebrates 15 Years of Success as a Mainstay in Contact Center Consulting

EPIC Connections

The contact center industry is known for its constant hum of change punctuated by the rapid fire of new technology and a revolving door of providers. In 2010, we marked another milestone with the move to our current office space.

Top 20 Customer Service Blogs You Have to Read in 2020

Fonolo

When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. We’ve all come a long way since 2010, but we couldn’t have done it without some of the most prolific influencers to ever lay hands on a keyboard. .

The Transparent BPO Story & Vision: Our Beginnings

Transparent BPO

The call centers wouldn’t let us get involved at the agent level. ” We felt we found a void in the market and knew this type of center was one we wished we could have found to work with. What we wanted to do was open a center that had transparency at the core.

Operational Indicators – Average Handle Time (AHT)

Taylor Reach Group

Have you ever wondered what is behind any of the Contact Center operational indicators? AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW). As the name indicates, it is the historical average for thousands, perhaps millions of calls handled by the Center over a reasonable period of time.

BPO Giant Webhelp Relies on NICE inContact for Omnichannel Capabilities

NICE inContact

On its way to becoming an international powerhouse in business processing (BPO) and customer experience outsourcing, Webhelp partnered with NICE inContact back in 2010. Advantages of the Cloud Customer Experience Multi-channel Contact Center

AI Will Change the Service Game, Eventually

DMG Consulting

SERVICE TAKES CENTER STAGE. Enterprises are highly dependent on their service organizations, whether they are called customer service, contact centers, technical support, field service and support, or other names. We had quality circles in the 1970s and 1980s that gave way to the customer relationship management (CRM) movement of the 1990s to 2010. AI Will Change the Service Game, Eventually. 2/27/2020. By Donna Fluss.

4 Priorities of a Successful Omnichannel Brand

VocalCom

According to PricewaterhouseCoopers, the number of companies that are investing in omnichannel experiences has jumped from 20% to more than 80% since 2010. These days, omnichannel is a golden term in the customer experience industry. But how many brands are actually getting it right?

Reducing Customer Effort – Make it Easy to be Your Customer

NICE inContact

First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. If your contact center does not make it easy for customers to do business with you, then you risk losing customer loyalty, and – eventually – run the risk of losing customers.

Gamification Is No Longer a Buzzword

Verint

The term gamification first gained widespread usage around 2010, but adoption of gamification in business environments was seen mostly as a passing trend—something to satisfy the perceived needs of millennials.

Operational Indicators – Sevice Levels, ASA & Occupancy Rate

Taylor Reach Group

In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Service level, the most commonly used center metric – is defined as the percentage of contacts that are answered within a specified target time threshold. This outlier effect on the customers’ view of the service is not intuitively obvious to many, both inside or outside the Contact Center industry.

Next-Gen Unified Communications & Collaboration is All About Convergence

Avaya

In 2010, the idea was comical. CX and Contact CenterI’m a big fan of “The Office,” both U.K. and U.S. In season 7 of the U.S. series, temp-turned-boss-turned-con Ryan (portrayed by the ever-talented B.J. Novak) announces a new social networking site he has launched called “WUPHF.”

Columbia Sportswear Takes Customer Service to the Cloud

NICE inContact

As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. Searching for the Ideal Contact Center System. Offering outstanding customer support is a primary mission for outdoor apparel manufacturer, Columbia Sportswear, but their PBX-based system had long been a bottleneck for their contact center and IT teams.

SYKES Enabled Me to Work at Home While Caring for my Injured Husband

Sykes

In late 2010, I began searching for a job that would allow me to work from home. Home-Based Agents jobs for vets military husband job military spouse job military wife job veterans contact center work at home work from home

Measure to manage customer experience

eGain

As the saying goes, “you can’t manage what you don’t measure” — if contact centers aren’t measuring customer satisfaction levels problems won’t be identified and will escalate. Are you measuring customer experience?

Reducing Customer Effort – Make it Easy to be Your Customer

NICE inContact

First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. If your contact center does not make it easy for customers to do business with you, then you risk losing customer loyalty, and – eventually – run the risk of losing customers. So what can you do to make interactions in your contact center effortless for your customers ? In todays’ contact center environment, omnichannel is expected.

Get out of the Queue: Drive Your CX with Attribute Matching

Avaya

So much so that nearly 90% of companies now compete solely on CX —a drastic increase from 36 % in 2010—and 50 % of consumer product investments are expected to be redirected to CX innovations—like attribute matching—by the end of this year. Contact us.

Avaya IX Workforce Engagement – Transforming Employee Productivity and Customer Experience

Avaya

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. To get started or to find more out details, please contact us.

Can Social Media Generate Revenue?

Brad Cleveland

Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. but they also … Call Center Contact Center Customer Experience Customer Service Multi-channel Support Social Media Brad Cleveland customer experience KLM VentureBeat

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report

DMG Consulting

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2019 – 2020 Workforce Optimization Product and Market Report. The contact center WFO market has seen amazing growth over the past decade.

5 Fascinating CX Predictions to Inform Your 2019 CX Strategy

Fonolo

2018 officially kicked-off the race to own CX: 89% per cent of companies now compete on the basis of customer experience compared to 36% in 2010. The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time!

Putting the Back Office Front and Center

Customer Interactions

As you know, NICE has been a leading provider of solutions for the contact center space for many years. Contact centers around the world use a variety of NICE solutions (call recording, quality monitoring, workforce management, interaction analytics etc.) to optimize call handling, drive greater performance and increase customer satisfaction.

NICE Acquires eglue to Turn Insights into Immediate Business Impact

Customer Interactions

On June 9, 2010, we proudly announced our acquisition of eglue, a leading provider of real-time decisioning and agent guidance solutions. Together with eglue, NICE will enable contact centers to turn insights from cross-channel interaction analytics into impact in real-time, thereby closing the loop on key business improvement processes such as optimization of handle time, first contact resolution and sales effectiveness, to name a few.

Omnichannel Expertise: EPIC Connections and SmartAction Presented with Collaboration Award from NICE inContact

EPIC Connections

EPIC Connections, a global customer engagement and contact center consulting company, announced today that it received the Collaboration Award from NICE inContact, a leading provider of both cloud and on-premise enterprise software solutions.

Looking at phone fraud and caller authentication in 2019

TRUSTID

When it comes to fighting phone fraud, contact center professionals are always looking ahead. With more personal identifiable information being sold over the dark web, moving forward social engineering will be the leading threats facing call centers. .

Outsource Consultants Makes 2019 Inc. 5000 List

Outsource Consultants

Call center advisory firm Outsource Consultants, LLC is making its first appearance on the list, debuting at #1281 with an impressive 321% 3-year growth rate. based call centers. CONTACT: Sarah Klosterbuer, sklosterbuer@outsource-consultants.com. .

2019 in Review: Conversational AI and Customer Experience Trends

Interactions

10 years ago… While there was certainly a greater shift to a more customer-centric focus than in the early 2000s, the technology in 2010 was not on par with what it is today. Contacting a business through a chat box or text message was rare.