Contact Center Pipeline
JANUARY 11, 2018
Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list. As we kick off 2018, businesses will continue to improve the […].
CX Global Media
DECEMBER 28, 2017
Coaching is the #1 agent experience focus for 2018. At least it is as stated in CCW’s Executive Report Contact Center Priorities for 2018. I am thrilled to see the importance of people development being a lead focus for 2018. Interpreting Contact Center Executive Priorities. But which one?
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Fonolo
AUGUST 29, 2018
This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? Contact center professionals?
Contact Center Pipeline
AUGUST 15, 2018
Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take stock of their technology views. New technologies […].
Speaker: Rick Nucci, Co-Founder & CEO of Guru
With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry. How to leverage AI to drive cloud-based solutions in contact centers. November 6th, 2018 9:00 AM PST, 12:00 PM EST, 4:00 PM GMT.
Contact Center Pipeline
DECEMBER 26, 2018
If you blinked in 2018, you may have missed the latest developments in today’s digital B2C and B2B environments. What were the biggest technology-related concerns for customer care and contact center leaders in the past year? Advances in technology continue to accelerate an exponential rate. Read on to find out!
Contact Center Pipeline
JANUARY 4, 2018
I wish you the very best of health and contentment in 2018! Please be sure to check out the results from our Contact Center Challenges & Priorities for 2018 survey. Welcome to the January issue! May you and your loved ones be blessed.
Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker
An ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. Contact center leaders worry about agents giving away too much or serving customers inconsistently. November 28th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMT
Speaker: Tony Medrano, CEO of RapportBoost.ai
Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Speaker: Tony Medrano, CEO of RapportBoost.ai
October 23th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMT. By the end of this webinar, you will know: Why this new communication channel is effective with younger generations. How artificial intelligence can improve your organization's KPIs through machine learning. How AI is empowering agents rather than replacing them.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
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