VocalCom

MAY 21, 2018

The technologies used in modern contact centers are instrumental in delivering great customer experiences. Here are five ways to reduce customer effort through the efficient use of contact center technologies. Here are five ways to reduce customer effort through the efficient use of contact center technologies.

Customer effort 48

Customer effort Technology Interactive Voice Response Big data 48

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. looking at employment stats, call center seats sold, toll-free numbers issued, and so on).

Customer Service 89

Customer Service Banking Contact Center Call Center 89

Customers That Stick

NOVEMBER 13, 2014

I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. My years in contact center leadership have provided me a solid understanding of the call center environment. I feel customer service has improved. Meet Sean Hawkins! False Dichotomy.

Customer Experience 137

Customer Experience Contact Center Big data outsourcing 137

VocalCom

NOVEMBER 26, 2018

Big data is another important resource for designing proactive customer experiences. For example, long average handling times may indicate miscommunication among departments or insufficient use of contact center technologies such as CRM databases. Empower customers through self-service.

Customer effort 48

Customer effort Average Handle Time Contact center software Interactive Voice Response 48

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. looking at employment stats, call center seats sold, toll-free numbers issued, and so on).

Customer Service 52

Customer Service Banking Contact Center Call Center 52

Natalie Petouhof

AUGUST 15, 2022

This could mean eliminating pain points in the customer journey, developing new products and services, or developing self-service tools and technologies that increase convenience. These systems should capture data from any and every customer touchpoint — website, digital channel, social platform, contact center or IoT device.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

Hodusoft

AUGUST 30, 2022

In this blog, we will get a detailed insight into all these three cloud-based technologies. Companies, especially the call/contact centers, sales and service teams, and many others are reorganizing and updating their communication strategies to stay competitive. CCaaS is the short form of Contact Center as a Service.

APIs 52

APIs Interactive Voice Response Contact Center voip 52

AWS Machine Learning

JULY 29, 2022

Establishing highly efficient contact centers requires significant automation, the ability to scale, and a mechanism of active learning through customer feedback. In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR).

Contact Center 97

Contact Center Interactive Voice Response Self service Accountability 97

Avaya

DECEMBER 6, 2016

Whether you realize it or not, big data is at the heart of practically everything we do today. In today’s smart, digital world, big data has opened the floodgates to never-before-seen possibilities. Self-service options—especially mobile—are rapidly increasing in popularity.

Big data 66

Big data Customer Experience Analytics Self service 66

Natalie Petouhof

FEBRUARY 22, 2016

The combination of Contact Solutions advances the Verint Customer Engagement Optimization ™ portfolio with the addition of cloud-based solutions that enhance voice and mobile self-service through automation and analytics-driven personalization. Cloud-base Voice and Mobile Self-Service.

Customer Experience 40

Customer Experience Customer Service Self service Analytics 40

Fonolo

SEPTEMBER 4, 2018

That now-famous demonstration where the Duplex bot called a hair salon to book an appointment was definitely eye-opening, but these kinds of SMB transactions are not handled by call centers. So, there is no direct impact – at least via this use case – on the call center world. Self-Service Substitution.

Call Center 209

Call Center Self service Contact Center Chatbots 209

Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Tweet If you are wondering what I have been up to lately, I thought I would put all the research I have published into one place. Here’s a list of Dr. Natalie’s completed and published research and soon to be published content!

CRM 40

CRM Automotive Analytics Big data 40

Avaya

DECEMBER 4, 2017

It’s when an Avaya industry-leading contact center solution is put to its ultimate test. Every day, Avaya contact center solutions handle millions of customer calls, web chats, and texts around the world. Big data analytics. Integrating all customer contact channels is critical to success.

Contact Center 69

Contact Center contact center solutions Interactive Voice Response Big data 69

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. Yes, cows: A company in the Netherlands developed a sensor that attaches to a cow’s ear, monitors its vital signs and transmits the data to a computer, which reports back to the farmer via email or text. The ticket is closed.

Contact Center 53

Contact Center Analytics Self service Wireless 53