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

Avaya

APRIL 1, 2019

There are times when a customer needs to dial into your contact center to ask a question or request assistance. Gartner predicts “by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.” [1]. 1] Gartner, Inc.,

Self service 46

Self service Interactive Voice Response Contact Center CRM 46

Call Experts

FEBRUARY 12, 2020

By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key providers are building professional services and resources to assist customers with strategic AI plans. More Blogs Menu. 5 Tips on AI-Powered Phone Lines.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

SmartAction

NOVEMBER 7, 2018

In the contact center, it isn’t often that a new category of technology emerges. The emergence as a category indicates these new solutions are here to stay and are as integral to service delivery as the PBX or workforce management software. AI-enhanced Self-Service Examples. Why SmartAction?

Self service 79

Self service Virtual Agent Contact Center Customer Support 79

Callminer

DECEMBER 17, 2019

Below, you will find interesting statistics pertaining to call centers, their employees and their finances that may prove helpful in deciding whether the use of one for your own business’s strategy is appropriate. Call Center Workforce Statistics. Cloud contact centers may be more reliable. ” – E.

Call Center 207

Call Center outsourcing Contact Center Finance 207

NICE inContact

AUGUST 16, 2019

In light of fast-changing customer demands, is your contact center keeping up? But with simpler, less urgent concerns, 40% prefer self service methods first. As contact center leaders, we need to focus on ensuring customers and agents have the technology and tools to deliver seamless omnichannel service.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Expivia

MAY 4, 2021

While we’re not there yet, AI is definitely a growing trend in the customer service industry. Is AI overtaking your contact center right now? Is your call center ready to integrate artificial intelligence? But, we’ll try to show you how you can use AI to your advantage at your contact center.

Contact Center 52

Contact Center Interactive Voice Response Self service Call Center 52

Expivia

MAY 2, 2021

While we’re not there yet, AI is definitely a growing trend in the customer service industry. Is AI overtaking your contact center right now? Is your call center ready to integrate artificial intelligence? But, we’ll try to show you how you can use AI to your advantage at your contact center.

Contact Center 52

Contact Center Interactive Voice Response Self service Call Center 52

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. So, what comes next?

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

VocalCom

DECEMBER 4, 2017

Here are five ways blended AI may transform customer service and sales in 2018. The human role in customer service will shift. Blended AI will therefore continue the shift in the direction of self-service and real-time support. The cost of customer service will be reduced.

Sales 0

Sales Contact center software Self service Contact Center 0

Avaya

APRIL 10, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. 80% increase in transactions handled by self-service apps.

Contact Center 71

Contact Center Analytics voip Virtual Agent 71

NICE inContact

AUGUST 16, 2019

In light of fast-changing customer demands, is your contact center keeping up? But with simpler, less urgent concerns, 40% prefer self service methods first. As contact center leaders, we need to focus on ensuring customers and agents have the technology and tools to deliver seamless omnichannel service.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. This all leads to cost savings in your contact center. You’re lowering call volume.

Contact Center 54

Contact Center Personalization Scripts Interactive Voice Response 54

Aspect

SEPTEMBER 28, 2017

The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. For organizations thinking seriously about a cloud contact center, cloud WFM offers an initial low risk stepping stone.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

Call Experts

MAY 2, 2019

Contact center protocols develop, manage, evaluate, and optimize your customer journey. Organizations are redefining their contact objectives. Contact centers focus on three main objectives to enhance the efficiencies in your business: Empower agents to develop meaningful connections. More Blogs Menu.

Contact Center 56

Contact Center outsourcing Call Center Answering services 56

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running. Voice and digital, inbound and outbound, agent assisted and self-service.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

Bright Pattern

FEBRUARY 28, 2018

Last week we share our top three trend for this year, and in this blog we will continue as we discuss enhancing the customer experience through self-service, agent engagement, automation and channel proliferation.

Contact Center 48

Contact Center Self service Customer Experience 48

Balto

AUGUST 3, 2022

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Creative Virtual

DECEMBER 13, 2018

As 2018 is quickly coming to an end and planning for 2019 continues to move full steam ahead, it’s time once again to take a moment to slow down and look back over the past year. And I was honoured to be named ‘Most Influential Marketing Manager 2018 – UK’ as part of the 2018 Business Woman Elite Awards for my work at Creative Virtual.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

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

teleopti

DECEMBER 13, 2018

Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of. percent in September 2018. Declining brand loyalty. Pending labor shortages.

Customer Service 48

Customer Service Banking Contact Center Self service 48

Mindtouch

MARCH 14, 2018

Here are five trends to keep an eye on in 2018, trends that promise to drive both customer experience and call center ROI. Ideally, all of these capabilities are integrated into the CRM to allow for optimal case resolution on the first call or contact. Self-service and ticket deflection. Call it customer centrism.

Call Center 54

Call Center Self service CRM Contact Center 54

Call Experts

NOVEMBER 14, 2018

It can be challenging to handle unlimited calls all day long and offer superior service. Our contact centers can help filter calls per patient needs while answering the simple questions on behalf of the medical practice. . We want to service after-hour calls. Patients need 24x7 services from their health experts.

Contact Center 56

Contact Center outsourcing Call Center Answering services 56

CrazyCall

SEPTEMBER 20, 2018

Contact centers are playing an important role in companies all over our hyper-connected world. In the past, call centers were the only way of connecting with the customer. To start, we have to look at the inbound contact center. Another practice contact centers can use sparingly is outsourcing.

Contact Center 77

Contact Center Contact center software voip outsourcing 77

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience.

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41

Transparent BPO

AUGUST 20, 2019

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. As such, they don’t emphasize technology upgrades or process improvements for in-house centers and, when outsourcing, settle for the least expensive options.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

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

Fonolo

JULY 19, 2018

The demand for real-time human-assisted help – whether by voice or text – is not primarily a result of insufficient self-service tools. There are already many ways for companies to offer self-serve interactions to their customers. Ian Jacobs (@iangjacobs) July 5, 2018. So what causes that automation gap?

Call Center 72

Call Center Self service Contact Center Interactive Voice Response 72

VHT

MARCH 12, 2019

AI tools like chatbots and digital or IVR self-service were destined to help your customers handle basic issues at their own convenience, drastically cutting down on the transactional calls made to contact centers. According to CCW’s 2018 Market Study on Performance & Metrics, these grievances are: Long wait times.

Contact Center 48

Contact Center Interactive Voice Response Customer effort Wait times 48

Call Experts

FEBRUARY 19, 2020

Self-Service Tools. The more customers respond to your self-service tools, the fewer people hours you have to fulfill. Also, self-service tools like portals and live chat often have metrics and dashboards built for your company to understand the experience. More Blogs Menu. Rapid Adoption of AI.

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

VHT

SEPTEMBER 24, 2018

If the contact center is busy, it can offer users a future appointment. Or if a customer uses self-service applications , callbacks will recover unsuccessful attempts. They thereby control the conversation according to their preferences and via their favorite contact channels. Offer Proactive Support.

Contact Center 48

Contact Center Technology Chatbots Wait times 48

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Focus on self-service benefits. The intention of automation is self-service at all times of the day. Offer award-winning customer service and support to your customers!

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Aspect

APRIL 4, 2019

Aspect has changed that with the release of our 2018 Consumer Experience Index Survey , a compilation of attitudes and preferences from over 1,000 US consumers. Ian Jacobs, Principal Analyst at Forrester, puts it this way, “Unhappy contact center agents equal unhappy customers. It’s that simple.”.

Contact Center 81

Contact Center Chatbots Surveys Self service 81

Mindtouch

APRIL 23, 2019

But the impulse to seek self-service can come at any time. Some will even search for self-service support content while they’re sitting on the—. How to Boost Contact Center Efficiency with Self-Service. Okay, maybe it’s not that dramatic. Download the Free Ebook. What is uptime?

Customer Experience 87

Customer Experience Self service Contact Center Management 87

VHT

OCTOBER 18, 2018

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. Even with excellent self-service options, people still need to talk to a person every now and then, especially for a sensitive or complex issue.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Call Experts

JANUARY 8, 2020

AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience. Self-service. According to the Pew Research Center , "more than one-in-three Americans active in the current labor force (35%) are Millennials." More Blogs Menu. Text message.

Journey mapping 78

Journey mapping Contact Center Interactive Voice Response outsourcing 78