CSM Magazine

JULY 28, 2015

Until 2015, Business Process Outsourcing (BPO) was based on a simple math formula: outsourcing non-core services (including customer call centers) to more cost-efficient partners and markets to reduce spend. In 2015, BPO needs to move beyond managing call center bodies. This is no easy task.

Call Center 45

Call Center Customer Service Call flow Abandon rate 45

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Strategies in Optimizing Call Center Customer Support for Increased Revenue. For companies looking to establish a customer-first mindset at their call center, the essential part is to understand the customers in terms of their interests, behavior and needs.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

VocalCom

MAY 21, 2018

Here are five ways to reduce customer effort through the efficient use of contact center technologies. Many brands use IVR menus to serve their mobile customers, believing that the technology saves time. Only then can IVR menus truly serve customers well and save them time.

Customer effort 48

Customer effort Technology Interactive Voice Response Big data 48

Fonolo

OCTOBER 31, 2018

Think “P2P”, “big data”, “IoT”, or “blockchain”. Effect on Customer Service and Call Centers. It’s part of a continuum of web sites, smart speakers, mobile apps and IVR. In general, companies and consumers are both getting better at handling more interactions via self-serve. But “AI” is a different animal.

Call Center 105

Call Center Self service Technology industry standards 105

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. AI has been in the Contact Center space for years. This shift represented the first tentative steps towards the AI enabled Contact Center. By: Colin Taylor. .

Contact Center 71

Contact Center Interactive Voice Response Journey mapping Banking 71

Call Experts

JANUARY 23, 2019

Fortunately, the latest technologies utilize artificial intelligence and big data to address customer concerns and process inefficiency. When do medical centers need professional contact center support? Benefits of a Call Center: Healthcare and Medical Practice. Do you need to upgrade your IVR?

Management 53

Management outsourcing Call Center Answering services 53

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Xaqt

FEBRUARY 6, 2020

In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated. At the time, Latigent was the leading Business Intelligence provider for call centers, and we were focused on leveraging emerging technology to move that value proposition forward. The problem?

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Fonolo

SEPTEMBER 4, 2018

Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”. Duplex is Not About Agent Replacement. Let’s take this apart.

Call Center 209

Call Center Self service Contact Center Chatbots 209

VocalCom

NOVEMBER 26, 2018

Big data is another important resource for designing proactive customer experiences. IVR menus should be designed to reflect current company issues and events and always route customers to the most appropriate agents. Give your customers the support they need proactively. Live chat is one excellent way to do so.

Customer effort 48

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

NobelBiz

AUGUST 3, 2021

If your answer is “No” to any of these questions then you have a plethora of productivity tools at your hands, and the most important ones are: IVR: (Interactive Voice Response): A solution aimed at increasing the quality and efficiency of your phone reception. Is there a knowledge base where they may go for answers?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

NobelBiz

MAY 10, 2022

You may enhance both agent and client engagement by making a few adjustments to the way you operate your contact center. In this article, we identify 9 roadblocks to excellent call center agent experience and how to tackle them. How to define an excellent call center agent experience?

Call Center 52

Call Center Interactive Voice Response Contact Center contact center solutions 52

aircall

MARCH 17, 2017

Giving customers the freedom to cancel a service online or through an IVR is problematic in that often times, customers do not provide any feedback. Through calling your customers, you gain a sense of their identities and how they feel about your product. With the aid of KPIs and Big Data, you can get a peek into how they think.

Big data 48

Big data Customer retention SaaS Feedback 48

DMG Consulting

OCTOBER 4, 2017

The 3 Contact Center Applications That Pay for Themselves. Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. 9/29/2017.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

Balto

MARCH 29, 2023

On top of that, your customers will be able to have their problems solved quickly with no human interaction, saving you the cost of lost customers that can’t afford to wait for a human agent to answer the phone after waiting on hold and being forced to go through the Interactive Voice Response (IVR) system.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

Hodusoft

NOVEMBER 13, 2019

The face to face experience Social media integration is fine in contact center solutions but for agents and customers to view each other during a talk is much better. We can expect it to gain even more ground as call centers based around WebRTC become more popular. IVRs , standing in the front line, can attend to most customers.

Contact center software 40

Contact center software Contact Center contact center solutions call center software 40

Nuance

OCTOBER 2, 2018

Football is back and that means fantasy football leagues are in full swing. Every owner is searching for the winning combination. While each has their own strategy such as selecting players from their local team (Go Hawks!), every owner is counting on one thing – strong predictions.

Big data 40

Big data Multichannel Interactive Voice Response Call Center 40

aircall

MAY 24, 2021

Setting up the right digital transformation framework makes a huge difference in how well your call center runs. In today’s marketplace, it’s hard to survive without the cloud, big data, APIs, IoT, machine learning, artificial intelligence, automation, and mobile technologies. Scales your call center.

Best practices 62

Best practices Call Center Technology Analytics 62

Avaya

DECEMBER 4, 2017

Or a customer calling a bank’s call center agent to see if a check cleared. All interactions matter. The capability to handle interactions across a variety of platforms makes for happier customers and constituents. Big data analytics. A weary traveler checking the web for a flight status.

Contact Center 69

Contact Center contact center solutions Interactive Voice Response Big data 69

aircall

DECEMBER 23, 2020

Big data has changed the dynamics of the B2B sales cycle. As for the second point, the rise of big data has not only increased how much data buyers have access to, but the channels they use to do research are more flexible than ever before. Technology has changed virtually every industry in one way or another.

B2B 62

B2B Sales Technology voip 62

Verint

JULY 28, 2017

In a recent ETCIO.com article , Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based business process outsourcer analyze huge volumes of data and—importantly for its customers—find root causes to a variety of challenges.

Analytics 28

Analytics Benchmark Business Process Outsourcing outsourcing 28

DMG Consulting

APRIL 10, 2017

DMG Consulting defines CJA as both a strategy and an application; it captures, measures, analyzes, and evaluates the quality and outcome of the customer experience throughout all interactions for all customer-facing touch points, channels, and activities. This is the kind of knowledge that enterprises have been seeking for generations.

CRM 48

CRM Analytics Journey mapping Interactive Voice Response 48

JustCall

APRIL 26, 2022

AI-based assistants enable salespeople to deal with big data to attribute results with greater precision. For instance, monitoring the peak hours in call centers can help with future onboarding. They can, for instance , conclude whether a particular offering is resonating well with website visitors. Sales Attribution.

Sales 52

Sales B2B Upselling Chatbots 52

Dialer 360

FEBRUARY 11, 2019

The call center organization and community tend to gravitate towards intonations. Being a customer more like than ever seek out the answer to the question – problem online before dialing into industry’s call center. Another is all had stressed experience with call centers. More Ways to Communicate.

Contact Center 21

Contact Center Call Center Complaint resolution Big data 21

Calabrio

JANUARY 6, 2016

As more agents are working remotely, in different countries, different time zones and in different languages, the contact center’s systems—for workflow, CRM, analytics—will have to be more tightly integrated. But call centers obviously aren’t just for calls anymore—you have email, chat, social media, even texts to manage, too.

Contact Center 53

Contact Center Analytics Self service Wireless 53

NICE inContact

JULY 23, 2015

If ignorance were really bliss no one would be talking about big data or business intelligence like it’s the best thing since the light bulb was invented. So it would seem that in order to take the first step toward creating an intelligent contact center you need all systems talking to each other automatically.

Contact Center 48

Contact Center Big data Interactive Voice Response Coaching 48