NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. And I ought to know.

Enterprise 48

Enterprise Contact Center Cloud contact Banking 48

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. Our favorite chart: The State of Customer Service 2017. Who wrote it: Brian Cantor, Call Center Week (a division of IQPC). Who wrote it: Contact Babel. in 2015 to 4.5%

Call Center 89

Call Center Contact Center B2C Benchmark 89

Cisco - Contact Center

JANUARY 21, 2020

The language barrier is undoubtedly and historically adding complexity to international business, and this is especially true when we consider Contact Centers and the high-quality customer experience they have to deliver in business-to-consumer services. Narrowing the Call Center Gap. million people (4.4 %) of the 512.4

Contact Center 63

Contact Center contact center solutions Cloud contact Call Center 63

Global Response

JUNE 20, 2023

But call centers? Its numerous call centers already serve businesses across the Middle East, Europe and the US. Its numerous call centers already serve businesses across the Middle East, Europe and the US. Golden beaches, ancient cities, beautiful mosaics, friendly locals—Tunisia is known for many things.

Call Center 62

Call Center outsourcing Bilingual agents Education 62

Aspect

JUNE 5, 2018

Just a month and a half ago, Aspect president Chris Koziol made an unconventional proclamation to the Aspect Customer Experience event in Las Vegas: The contact center has got its mojo back. You may ask yourself, “what is mojo anyway and does my contact center really need it in the first place?”. Hell yes, it does.

Contact Center 73

Contact Center Surveys Analytics Customer Service 73

Avaya

JUNE 26, 2017

1 global provider of contact center, unified messaging, SME telephony, and voice maintenance and support services, we take pride in helping our customers identify, implement, and maintain the market’s most innovative technology solutions. At Avaya, one of our primary focuses is to position organizations for this innovation success.

Call Center 47

Call Center Education Contact Center Surveys 47

NICE inContact

AUGUST 23, 2019

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. In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). Gamification is one key way to do so.

Contact Center 55

Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

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. In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). Gamification is one key way to do so.

Contact Center 54

Contact Center Gamification Management Call Center 54

Beyond Philosophy

DECEMBER 5, 2017

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Chances are your call center employees feel the same way—especially if you train like most companies do. Call center employees have a complicated job.

Call Center 277

Call Center Customer emotions Consulting Consulting 277

Fonolo

AUGUST 28, 2018

Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? We already covered this CCaaS MQ (See “ Is this the End of the On-Premise Call Center? ”) but it’s important enough to post about twice. This result was surprising because Avaya call centers are more common.

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. 5 Tips to Reduce Your Cost per Contact.

SaaS 48

SaaS Contact Center Call Center Customer Experience 48

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Contact centers see the answer in the cloud.

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Bringing Call Centers Into the Modern Age. Why are call centers traditionally viewed as a cost center?

Contact Center 40

Contact Center Self service Call Center Analytics 40

NICE inContact

OCTOBER 31, 2019

For contact center agents, it sometimes feels like either the workday drags on or it flies by with a flash. So, let’s breakdown “flow” into a few tactical strategies that can be used in a modern call center utilizing performance management software. Some people refer to that phenomenon as “being in the zone.”

Contact Center 54

Contact Center Management Call Center Feedback 54

Aspect

JUNE 16, 2017

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

Analytics 97

Analytics Contact Center contact center workforce Technology 97

Aspect

JANUARY 3, 2018

The annual revenue for Amazon Web Services is expected to be about $18 billion in 2017, following recent growth of about 50% per year. If your contact center is not already thinking seriously about the cloud, there might be a lesson to be taken from other soft ware users. That’s only two years out.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

Outsource Consultants

JULY 10, 2018

An article by Dan Miller raises an interesting point: Implementing virtual agents into your contact center isn’t staying ahead of the curve, it’s common. Don’t Be Afraid of Using Virtual Agents in Your Contact Center. This blog post is based on an article from CustomerThink. ” – Dan Miller.

Virtual Agent 52

Virtual Agent Contact Center outsourcing Call Center 52

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Contact centers see the answer in the cloud.

Customer centricity 40

Customer centricity Contact Center Call Center outsourcing 40

Talkdesk

MAY 5, 2017

AppConnect , the first enterprise app store and the easiest way to add new technology to your contact center. We’ll be offering more session recordings from Opentalk 2017 soon, so make sure you’re subscribed to the Talkdesk blog to stay up-to-date on the latest content from Talkdesk.

call center software 43

call center software Engineering Enterprise Contact Center 43

NICE inContact

JANUARY 17, 2019

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Contact center agents have a significant impact on customer experience and thus the bottom line. Here our are 8 Qualities of Effective Contact Center Agents. Reliability.

Contact Center 54

Contact Center Brand ambassadors Morale Self service 54

Revation Systems

FEBRUARY 9, 2018

The modern contact center must be constructed with these expectations in the design, given that 76 percent of customers claim they will terminate a business relationship based on a negative experience. A 2017 customer experience benchmark study showed that 67 percent of consumers preferred agent-assisted channels. 24/7 Support.

Contact Center 48

Contact Center Construction Benchmark Chatbots 48

NICE inContact

SEPTEMBER 8, 2017

This year’s active hurricane season prompts us all to reflect on our own readiness in case of disaster, including in the contact center. A cloud-based contact center solution can be the cornerstone of your disaster recovery plan. Download your report, Drive Revenue With Great Customer Experience, 2017.

Contact Center 48

Contact Center contact center solutions Customer Experience Management 48

SmartAction

OCTOBER 19, 2022

Conversational chatbots are one of the top market disruptors in call center automation. Beginning in 2017, the use of chat bots in call centers grew in popularity and became widely utilized. Call centers must adapt to changing client demands for self-service by giving their chatbots new features and capabilities.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 49

Contact Center Benchmark Chatbots Self service 49

aircall

OCTOBER 16, 2017

Amazing Customer Service: Turn Your Contact Center Into a Profit Center. The post The Dreamforce 2017 Agenda for Curious Customer Service Pros appeared first on Customer Experience & Cloud Call Center | Aircall Blog. Here are our picks to help curious customer service pros prioritize their time.

Customer Service 48

Customer Service B2B Contact Center Call Center 48

Talkdesk

NOVEMBER 8, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. While the primary function of these calls has shifted from transactional to experiential, the caller journey hasn’t been updated in 30 years.

Contact Center 42

Contact Center Analytics Surveys Chatbots 42

Avaya

JUNE 28, 2017

These are just a few of the challenges heard around the expo floor and in the Avaya Innovation Lounge here at Call Center Week this week. There is no doubt that contact center leaders are feeling the pressure to have their centers and their agents perform more efficiently, faster and with more incite.

Contact Center 49

Contact Center Coaching Call Center Enterprise 49

DMG Consulting

OCTOBER 26, 2017

Cloud Contact Center Solutions Improve Relationships between Business and IT. Vendors of cloud-based contact center infrastructure solutions provide hardware, software and often carrier services. IT is needed regardless of whether a contact center solution is on-premise or in the cloud. By Donna Fluss.

contact center solutions 48

contact center solutions Cloud contact Contact Center Interactive Voice Response 48

Revation Systems

NOVEMBER 14, 2017

Contact centers are widely recognized as the centerpiece of unified communications solutions to improve customer service quality and agent productivity. Contact centers around the nation are using these innovative communication tools to improve quality of life, and in some cases save the lives of American veterans.

Contact Center 48

Contact Center Healthcare Technology Call Center 48

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. While the jury is still out on that concern, contact centers and their agents will experience a significant boost in productivity and their ability to deliver exceptional customer experiences through AI. voice or chat).

Contact Center 54

Contact Center Benchmark Self service APIs 54

Callminer

APRIL 23, 2019

These phone calls are often kept for many reasons, including: Protection against liability. To train and evaluate call center staff. Perhaps the strongest reason companies record and/or transcribe calls is that it’s often required by government entities. To ensure the quality of customer service.

Best practices 159

Best practices Call Center Banking Contact Center 159

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Don’t Panic!”

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Avaya

APRIL 27, 2017

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. With just five minutes of prep, we can put your corporate website into our Avaya Oceana contact center transformation demo.

Contact Center 54

Contact Center Journey mapping Education Customer Experience 54

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

NICE inContact

SEPTEMBER 27, 2017

Forrester Research’s new report, “Digital Customer Experience Trends, 2017 ,” details how an improvement in the customer experience extends across an organization and impacts employee experiences as well. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 48

Contact Center Technology Chatbots Customer Experience 48

NICE inContact

SEPTEMBER 27, 2017

Forrester Research’s new report, “Digital Customer Experience Trends, 2017 ,” details how an improvement in the customer experience extends across an organization and impacts employee experiences as well. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 48

Contact Center Technology Chatbots Customer Experience 48

Talkdesk

NOVEMBER 7, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. The setup process was so simple that Chad’s support team was able to respond to phone calls the same day they set up their contact center.

Contact Center 0

Contact Center Analytics Customer Support Personalization 0