The Future of the Contact Center

Contact Center Pipeline

We embarked on a fun little survey this spring to gather input on the future of the contact center. Technology AI analytics artificial intelligence automation bots call center contact center industry research mobile apps robotic process automation RPA WFM workforce management

The Straight Scoop on Contact Center Analytics

Contact Center Pipeline

Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage of centers indicated that analytics falls within the “Have but do not use effectively” category.

Why You Shouldn’t Hire Siri and Alexa in Your Contact Center

Call Center Coach

But in more ways then one, Siri and Alexa do not have the skills to be contact center agents. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week. They need to be able to define declaratively what they want to search for in the call center.

Differentiator Series, Part 5: Selling and Promoting the Contact Center

Contact Center Pipeline

Our topic is selling and promoting the contact center. This activity starts at the highest levels, and the objective is to help all key decision-makers understand how valuable a contact center is to a successful enterprise.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

Contact Center Hiring & Retention: Using AI to Predict Which Job Candidates Will Be Successful

Contact Center Pipeline

Speech analytics analytics call centers contact center technology contact centers customer experience hiring NPS predictive voice analytics retention speech analyticsDo you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year. And no wonder: the ramification of bad hires is expensive.

Leadership that Engages in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. EXPERT SESSION – Creating Coachable Moments Through Speech and Text Analytics.

What is Desktop Analytics for Contact Centers?

Monet Software

The relationship between contact center agents and contact center technology plays a significant role in how well customer service expectations are met. Desktop analytics offers call center managers a way to capture and analyze user activity at the desktop level.

Contact Center Customer Experience Best Practices

Callminer

Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. What customer experience best practices to you leverage in your contact center?

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

As a pioneer in AI for contact center customer service and customer. of AI, and eGain’s viewpoint on how it can be leveraged for contact. center customer service. Contact Center 1. customers and contact center advisors through interactions of higher.

Big Data Analytics Creates Smart Contact Centers

Ansafone

As the primary connection for customers’ concerns, call centers have massive amounts of data pouring in hourly. Collecting the information is the easy … Big Data Analytics Creates Smart Contact Centers Read More ».

Two Factors Make It Easy for Contact Center Chat

Call Center Coach

The contact center industry can seem very fragmented at times. One thing that we must remember is there are new contact centers being opened all of the time, and in a wide range of industries. These Two Factors Make It Easy for Contact Center Chat – Click to Tweet.

What to Expect for Contact Centers in 2018

Contact Center Pipeline

Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list. Technology agent desktop analytics call center contact center omnichannel

High-Performance Agent Development in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Since the advent of contact centers, it’s never been documented that technology has remedied a failed systematic approach. Contact Center Industry Facts.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

Contact Centers: The Secret to Business Intelligence

Contact Center Pipeline

In the era of big data, leading contact centers are taking a hard look at their use of analytics. However, with the increasing tsunami of contact center data available at your fingertips, knowing which data-dots to connect in order to reveal the underlying business insights can be challenging at best. Customer Intelligence call center call center reporting cloud solutions contact center contact center analytics

Speech Analytics in 2019 and Beyond: With Change Comes Opportunity

Contact Center Pipeline

Speech analytics call center contact center desktop analytics desktop tools screen sharing speech analytics text analytics

Coming Soon to a Contact Center Near You!

Contact Center Pipeline

Bots, asynchronous messaging, augmented reality and machine learning are at the doorstep of the contact center, too, modifying the customer journey and putting pressure on traditional businesses […]. The landscape for engaging with customers is changing fast.

Contact Center Benchmarks Provide Continuous Improvements

NICE inContact

That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. Access this webinar now: Analytics and Optimization – Real Results with Automated Benchmarking.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Analytics. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. analytics software provider. I N T R O Tweet this The Challenges of Omnichannel: Why So Many Contact Centers Struggle with Digital Self Service | 3 It’s no secret that companies.

3 Technologies to Drive Peak Performance of Your Contact Center

Contact Center Pipeline

How can contact centers leverage artificial intelligence (AI), speech analytics and agent enablement tools to improve agent performance, as well as customer-focused metrics like Net Promoter Scores (NPS) and Customer Satisfaction (CSAT)?

Essentials of Cloud Contact Centers

Noble Systems

Ultimately, your unique business needs will determine what is included in your cloud contact center system. However, there are some technologies and capabilities that are must-haves for all cloud contact center deployments – here are the ten most essential.

Unleash the Data in Your Contact Center to Achieve Enterprisewide Customer Experience Excellence

Contact Center Pipeline

Customer Experience call center contact center customer experience customer surveys speech analytics voice of the customerTransformation is happening in the market today.

Computer Vision AI: The Secret Ingredient for Contact Centers

TechSee

Today’s contact centers face a daunting challenge. From speech recognition and voice analytics to neuro-linguistic programming, they seek to solve customer’s problems by telling them what to do. Computer Vision AI – Reinventing the Contact Center.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

of analytics solutions, many decision makers may be trying to cut through. INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. analytics to inform change but admit to. of executives agreed that data and analytics.

How You Can Make A Big Difference in Contact Centers

Call Center Coach

Meeting with Nate Brown from United Laboratories at ICMI’s Contact Center Expo was absolutely a thrill. Especially catching up with him after being the MC of the ICMI Global Contact Center Awards. During our interview Nate shared some important current and future insights into the contact center industry and how you can make an impact. And leave a legacy that positively impacts the entire contact center community.

How to improve your contact center reporting and analytics with Business Intelligence

teleopti

If you have been in a situation where you hear these questions, perhaps from your manager or a client, then you know the value of solid reporting and analytics. Contact Center Management – Deriving meaningful insights from that data.

Contact Center Pipeline Magazine: Inside Our February 2019 Issue

Contact Center Pipeline

We cover many of those topics that challenge us every day, like training, performance management tools, analytics, recruiting and staffing, conversational user interfaces, interview techniques, artificial intelligence and more. Inside The Issue call center contact center

See You At Contact Center Week For Discussions, Demos, and Copper Mules

Callminer

Join CallMiner and customer SiriusXM for our workshop, “Interaction Analytics Simplified: How Omni-channel Analytics Technology Works and Applies to the Contact Center Industry,” held on Tuesday, June 19th from 2:15-5:00 p.m.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: .

4 Ways To Use Call Recordings for Better Contact Center Performance

Callminer

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. This presents a huge risk to the call center.

The Value of Data-Driven Insights for Contact Centers

The Northridge Group

The technology, processes, and workforce management efficiencies at contact centers have all undergone recent upgrades. “Thank you for calling. Please listen carefully because our menu has recently changed.”

Emotion Analytics is at the Heart of Customer Experience Innovation

TechSee

And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. What is emotion analytics? Research indicates that over the next five years, the emotion analytics market will register a 60.8%

Top 5 Things to Look For in a Workforce Optimization Solution

Speaker: Vicki Herrell, Executive Director, SWPP, & Steve Kosiba, Product Marketing Manager, Genesys

4 Technology Trends that Transform Contact Centers

Ansafone

Several cutting-edge tools are now being integrated into the contact center environment to improve workflows and increase agent productivity, allowing them to raise the bar on what excellent customer experiences look like.

Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. One reason for the struggle with Speech Analytics is a lack of in-house analytical talent.

Get Your Contact Center Ready for the Modern Age

NICE inContact

This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center?

Create a Contact Center Service That Sparkles

Call Center Coach

Service innovation has for years been a central part of my consulting practice, especially those industries with excessive customer contact: hotels, banks, hospitals, retail stores and call centers. If the innovation spotlight was put on a call or contact center, what would be the outcome. On the inside, call center leaders are focusing on the means—IVR, CRM, CTI, AHT, UCD, ACD and ASA. Create a Contact Center Service That Sparkles – Click to Tweet.