Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 122

Contact Center Self service Analytics Banking 122

SharpenCX

NOVEMBER 18, 2020

Ask any contact center leader for data and you’ll likely end up with a hefty pile of metrics and analytics. Most companies can pull up copious documents, spreadsheets and reports with endless data and analytics. But too often, that data just sits there, gathering digital dust.

Contact Center 67

Contact Center Big data Coaching Metrics 67

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 your client satisfaction decreasing? Team Management: how dedicated are your agents?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 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

Call Center Weekly

DECEMBER 19, 2017

By Melissa Pollock Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys.

Technology 136

Technology Entertainment Customer Experience Coaching 136

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 52

Contact Center Self service Analytics Banking 52

Avaya

NOVEMBER 6, 2018

I recently had the pleasure of co-hosting a webinar with leading Communications Industry Analyst Sheila McGee-Smith titled “ How AI Drives Results in the Contact Center ” and the question posed was: “What does AI mean for those working in the contact center?

Contact Center 57

Contact Center Big data Coaching CRM 57

NobelBiz

APRIL 30, 2024

This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics. Benefits of AI in Call Centers AI is transforming call center operations across various fronts.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics. Benefits of AI in Call Centers AI is transforming call center operations across various fronts.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

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

Robert Davis

OCTOBER 12, 2017

Artificial intelligence (AI), chatbots, omnichannel, cloud, big data and speech analytics (just to name a few) are disrupting 25 years of traditional thought about customer service. Understanding how to use the data to effectively improve the customer experience and KPI achievement still comes down to your people.

Contact Center 48

Contact Center Technology Journey mapping Big data 48

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. What is an Intelligent Contact Center? The reality is that all people and businesses alike crave intelligence at every opportunity. Single Multi-Channel Interface.

Contact Center 48

Contact Center Big data Interactive Voice Response Coaching 48

NobelBiz

FEBRUARY 22, 2023

Contact center data plays a significant part in this growth, and the most successful firms make the most of this technology. Contact centers are auditing and monitoring daily every member of the team and even every encounter with a client. Metrics are then saved in your call center software’s database.

Analytics 52

Analytics Call Center Big data Contact Center 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

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). Connect: @mikeaoki Roy Atkinson Bio:Sr. Writer/Analyst by trade. He’s also a published novelist.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Connect

APRIL 18, 2024

In contact centres, the technology holds the potential to turn clunky chatbots into super-agents that deliver exceptional customer experiences 24×7, boost agent productivity, and drive business success by managing frontline engagement, offloading basic tasks from agents to boost contact centre capacity and first contact resolution (FCR) rates.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

Hodusoft

AUGUST 30, 2022

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. In this blog, we will get a detailed insight into all these three cloud-based technologies.

APIs 52

APIs Interactive Voice Response Contact Center voip 52

Balto

SEPTEMBER 12, 2023

According to recent research by NTT Data, up to 80% of financial institutions believe that AI can give them a competitive advantage now and in the future. However, Collecting data about your customers should be done in a way that ensures the proper handling and securing of this data. Improve your employee experience.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

JustCall

APRIL 26, 2022

AI-based assistants enable salespeople to deal with big data to attribute results with greater precision. Sales leaders can then use these analyses for one-to-one coaching of sales reps. Its core features include: Real-Time Transcript AI Scoring Moment Analysis Sentiment Analysis Coaching Insights Live Agent Assist.

Sales 52

Sales B2B Upselling Chatbots 52

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.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Callminer

JULY 15, 2019

We are mirroring these events broadcast in US and UK friendly time zones, like a 3-day long concert, with themes each day highlighting: Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Thursday, July 25th Customer Experience.

Contact Center 28

Contact Center Telecommunications Analytics Employee engagement 28

JustCall

MAY 5, 2022

While the traditional way of scoring leads remains in use, sales teams at many contact centers are embracing modern solutions like AI lead scoring. This process uses artificial intelligence, machine learning algorithms, and big data analytics in order to score the key attributes and behaviors of potential customers.

Sales 52

Sales CRM Best practices Benchmark 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. Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

SharpenCX

OCTOBER 3, 2019

Omnichannel” is one of those words (like “personalization” and “big data”) that’s quickly earned a spot on the CX buzzword Bingo card. Spend time to coach and train your employees so they understand how to use the platforms securely. Answer: Omnichannel. It’s overused and (often) abused.

Banking 64

Banking Contact center software Big data Technology 64

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Tweet Why is this announcement so important? Verint ® Systems Inc. What Does This Latest Release Feature?

Gamification 45

Gamification Management Analytics Metrics 45

SharpenCX

OCTOBER 3, 2019

Omnichannel” is one of those words (like “personalization” and “big data”) that’s quickly earned a spot on the CX buzzword Bingo card. Spend time to coach and train your employees so they understand how to use the platforms securely. Answer: Omnichannel. It’s overused and (often) abused.

Banking 52

Banking Contact center software Big data Technology 52

Spearline

JULY 13, 2021

At Spearline, many of our customers have contact centers situated worldwide, used for customer service, sales, and product information. Therefore, one of the purposes of the Spearline blog is to educate our readers and update them with the latest and most relevant pieces of information, including trends in the contact center industry.

Contact Center 98

Contact Center Telecommunications Surveys Analytics 98

Comm100

FEBRUARY 16, 2018

That is why reducing customer effort was voted the number one priority for contact centers in 2018. This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40