Contact Center Technologies 2017: find out what 23 experts say

RichCall

As people switch from phones to other channels, companies need to work on integrating human approach to their CX robotics: Companies start focusing on channels that provide robotic customer support with a human touch, according to the Global Contact Centre Benchmarking Report, Dimension Data 2017.

Evolution of the support rep: from outsourced to in-office

Kayako

The customer support rep role has travelled the world and back. In this post, I’ll walk you through the recent history of customer service, showing you why some companies have chosen to outsource their support teams, (not to be confused with offshoring which is when the work is done overseas but still remains part of the business), and others prefer to keep them in house. His outsourced hires were acting directly as customer support reps for his old business BrainQUICKEN.

NICE Shines Spotlight on 2014 PSAPs’ Finest at APCO

Customer Interactions

During the last several years Jason has been the primary point of contact for providing technical support for the Communications Center’s 9-1-1 telephone systems. Jason’s exceptional support does not go unnoticed. For example, he took on the additional responsibility of training the ITD staff to insure the Center would have the best support possible. Jason has also taken the initiative to earn many technical certifications.