Contact Center Pipeline

JULY 17, 2018

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.

Contact Center 133

Contact Center Big data Analytics Call Center 133

Callminer

MARCH 9, 2020

Scheduling forms the foundation of every successful call center operation. Ensuring your organization has enough hands on deck at all times keeps callers from waiting too long or abandoning calls altogether before their questions can be answered. Keeping up with Incoming Calls. Monitoring Attendance and Leave.

Best practices 182

Best practices Call Center Analytics Metrics 182

VocalCom

AUGUST 26, 2019

Big data has been a buzzword in the customer service industry for some time now. As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. Here are five essential big data sources to look at—and how you can use them to create exceptional customer experiences.

Big data 48

Big data Customer Experience Abandon rate Contact center software 48

Cisco - Contact Center

NOVEMBER 26, 2019

Formula one driving has a few things in common with a call center. There are important elements to racing that apply to running a contact center. So where are the boundaries in a contact center? Contact centers are the execution point for business outcomes and represent the frontline of boundary interaction.

Contact Center 100

Contact Center contact center solutions Transportation Government 100

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Every year the PACE Convention & Expo focuses on the best practices and technologies used in the contact center.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

NobelBiz

MAY 18, 2021

As we entered the age of big data and made the shift from the call center to the contact center industry, resource management became one of the most important tactical business aspects. The post Cloud Elasticity: Smart Contact Center Resource Management appeared first on NobelBiz®.

Contact Center 40

Contact Center Management Big data Call Center 40

VocalCom

AUGUST 7, 2017

In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Here are five ways big data can be used to improve the customer experience. Are agents well trained in using the CRM database?

Big data 48

Big data Customer Experience Average Handle Time Abandon rate 48

NobelBiz

MARCH 29, 2022

It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers. In the contact center sector, customer engagement is one of the strategic objectives of many companies today. Here are 9 simple methods to get started!

Contact Center 52

Contact Center Cloud contact contact center solutions Brand ambassadors 52

NobelBiz

FEBRUARY 22, 2023

The data collected, measured, and analyzed for contact centers is an absolute gold mine. In other words, the link between data and customer experience can become a virtuous circle. This article focuses on the crucial role of customer data analytics in contact center performance and customer experience.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

NobelBiz

APRIL 19, 2021

As we entered the age of big data and made the shift from the call center to the contact center industry, resource management became one of the most important tactical business aspects. This process was called local premise-based installation. Read more on How to choose a Call Center Provider.

Contact Center 52

Contact Center Management Call Center Contact center software 52

Fonolo

FEBRUARY 15, 2018

The relationship between contact centers and their customers can be a volatile one. I’m sure your contact center can relate to both sides of the spectrum. Yesterday, Cupid drew his bow to embrace the love between contact centers and customers. Go beyond the standard call center metrics!

Call Center 75

Call Center Contact Center Big data Coaching 75

Balto

JUNE 20, 2023

And if you’re still relying on a traditional contact center model with long wait times, scripted interactions, and frustrated customers, your business is destined to lose a lot of customers, and concurrently, money. Modern contact centers can use conversational AI to meet customer demands. What is Conversational AI ?

Contact Center 52

Contact Center Chatbots Complaint resolution Wait times 52

DMG Consulting

AUGUST 17, 2017

These 8 Technologies Are Transforming the Contact Center. Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. Cloud-based contact center infrastructure (ACDs and dialers). August 2017. By Donna Fluss. Self-service.

Contact Center 69

Contact Center Technology Big data Gamification 69

Outsource Consultants

JUNE 19, 2018

In order to accomplish this, Marinina says that companies need to break down silos holding data and have the right people and the right framework in place to make the best use of the data. 5 Valuable Metrics Contact Centers Can Provide Companies. If you have long handling times, you may need more staff. We can help!

Contact Center 52

Contact Center Metrics outsourcing Abandon rate 52

Outsource Consultants

MARCH 14, 2018

The following are a few of his reasons: Big data and social analytics are usually lagging indicators. Call Centers Can Help! For these companies, outsource call centers can be valuable partners. Call centers can help with surveys in both inbound and outbound capacities. Call Centers Can Help!

Call Center 52

Call Center Surveys Telemarketing outsourcing 52

Taylor Reach Group

MAY 30, 2017

It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. In this post, I want to focus on trends that are already starting to ‘bite’ in Call and Contact Centers. . . .

Contact Center 71

Contact Center Interactive Voice Response Journey mapping Banking 71

Ansafone

DECEMBER 27, 2018

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. The post 4 Technology Trends that Transform Contact Centers appeared first on Ansafone Contact Centers.

Contact Center 82

Contact Center Technology Big data Customer Experience 82

BlueOcean

DECEMBER 18, 2018

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions? We want to make it easy for you.

Contact Center 78

Contact Center Chatbots outsourcing Metrics 78

Comm100

JUNE 5, 2018

Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. This uncertainty has generated myths about AI, such as the popular thinking that AI will replace call center agents or equally popular, that AI will solve all CX problems.

Contact Center 48

Contact Center Chatbots Call Center Self service 48

NobelBiz

SEPTEMBER 21, 2021

Most customer relationship managers and contact center owners strive for the objective of addressing each client personally, rather than to a customer base as a whole. And how can technology reach expectations for contact center owners? Create trust between your contact center and your customer.

Personalization 52

Personalization Contact Center Customer Experience CRM 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Strategies in Optimizing Call Center Customer Support for Increased Revenue. Accurately forecasting the demand for your work force is critical for call center success.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

NobelBiz

AUGUST 3, 2021

What are the flaws in your contact center? After all, running a contact center without taking human, technological, and managerial facts into account in every operational element is comparable to driving a car without a dashboard. Is it possible to have outbound calls dialed automatically?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Voxjar

JUNE 8, 2021

Your search for the best quality assurance software for your call center can get overwhelming, fast. While Voxjar offers an end-to-end Speech Analytics QA solution and are confident that we can help you solve your call monitoring needs, we believe that you should explore the entire landscape before making a decision.

Call Center 51

Call Center Analytics Enterprise Sales 51

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Fonolo

SEPTEMBER 19, 2018

Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Contact Channel Performance. As a business technologist specializing in Intelligent Automation, Kevin has innovated at RBC, adding value for contact centers with unique perspectives on global development, big data design thinking, and delivery.

Airlines 237

Airlines Chatbots Education Contact Center 237

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Big Data & Analytics for Retail Summit : June 6-7, Chicago, IL. Customer Contact Week : June 18-22, Las Vegas, NV.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

Taylor Reach Group

JULY 17, 2017

And it would be worth it, as there are just so many possibilities to explore when pondering the ultimate takeover of the Contact Center by androids. Contact Center companies must have both a sound strategy and the technical infrastructure in place to address this growing concern. Enter artificial intelligence.

Customer Experience 251

Customer Experience Telemarketing Entertainment Contact Center 251

ChaseData

DECEMBER 31, 2019

If you are one of the many project managers or call center owners who have looked at the science of data and felt overwhelmed, you should know that your reaction is a common one. Big data is a terrifying prospect when faced without a way to narrow it down and make use of it. Think of it like fishing in the ocean.

Big data 52

Big data Contact Center Call Center Management 52

NobelBiz

MAY 27, 2021

As we entered the age of big data and made the shift from the call center to the contact center industry, resource management became one of the most important tactical business aspects. The post What is IVR?

Interactive Voice Response 40

Interactive Voice Response Big data Contact Center Call Center 40

Fonolo

AUGUST 30, 2018

In particular, AI is having a noteworthy impact on the contact center industry, a space that represents the front line and links businesses with customers. What Can Contact Centers Expect from AI? Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Contact Channel Performance.

Customer Experience 73

Customer Experience Contact Center Big data Chatbots 73

Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. Clearly CX involves many moving parts, and it’s not hard to see why contact centers are getting overwhelmed with this data deluge.

Big data 98

Big data Contact Center Analytics Metrics 98

DMG Consulting

OCTOBER 4, 2017

The 3 Contact Center Applications That Pay for Themselves. Almost every year, contact center leaders are asked to reduce operating costs and improve productivity while enhancing the customer experience. There are three emerging contact center technologies that can deliver all of these benefits.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

Fonolo

SEPTEMBER 11, 2018

The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. One way to think of this is that we can have local successes in agent-reduction, while at the same time, see an opposite trend when looking at the data in aggregate (i.e. This matters because, if you sell call center seats for a living (e.g.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

Dialer 360

APRIL 19, 2019

Every organization in the call center world now realized the customer experience is unique. Usually, the call center is sum up with remarkable problems. Either, the call center may adapt to in any situation for the best present. Besides, a call center organization is best now in changing level.

Call Center 24

Call Center Big data Contact Center Analytics 24

Callminer

SEPTEMBER 1, 2020

While it may not have been our typical, in-person experience filled with cocktail hours and outdoor activities, there was no shortage of entertainment and powerful and engaging insight from the customer experience (CX) and contact center industry’s most influential leaders, and hands-on practitioners. The great online kick-off.

Entertainment 182

Entertainment Analytics Contact Center Customer Service 182

ShepHyken

APRIL 28, 2017

The right contact center technology for a SCV. By and large, the only way to ensure the personal connection customers demand is to tap into all the data that’s being generated every time they contact you. I won’t sugarcoat it…that’s a lot of data, and dealing with it isn’t child’s play. Conclusion.

Customer Service 227

Customer Service Contact Center Technology Big data 227

Fonolo

SEPTEMBER 12, 2018

In particular, AI is having a noteworthy impact on the contact center industry, a space that represents the front line and links businesses with customers. What Can Contact Centers Expect from AI? Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Contact Channel Performance.

Contact Center 59

Contact Center Big data Chatbots Education 59