Playvox

MAY 24, 2022

This period of high-stakes decisions and operational scrutiny required a clear and accurate view into many things, including SoFi’s Member Service Teams quality assurance data. On June 1, 2021, SoFi became a publicly-traded company on the Nasdaq Global Market (Nasdaq).

Big data 72

Big data Construction Banking Coaching 72

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

The Northridge Group

MARCH 28, 2022

The benefits of data insights for healthcare contact centers are plentiful and therefore worthy of further exploration. Human assisted” analytics – Our healthcare-trained contact center experts listened to customer calls and reviewed chat sessions. Impactful Results.

Healthcare 120

Healthcare Analytics Contact Center First call resolution 120

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

CSM Magazine

FEBRUARY 16, 2024

In April 2024, the Las Vegas Convention Center will see the return of the Call and Contact Center Expo. The event is focused on the processes used by call and contact centers, with showcases from over 200 different business representatives along with seminars by over 100 industry experts.

Contact Center 52

Contact Center Big data Call Center Technology 52

Ansafone

AUGUST 28, 2019

The post Using Big Data to Drive Customer-Intelligent Experiences appeared first on Ansafone Contact Centers. A lack of personalization makes customers feel like just a number rather than a valued member of your inner network. They have no hesitations in leaving you for the next best thing when it comes along.

Big data 48

Big data Contact Center Personalization Analytics 48

Callminer

APRIL 24, 2017

There are many lessons contact center professionals can take from Netflix.

Big data 182

Big data Contact Center 182

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.

Average Handle Time 206

Average Handle Time Interactive Voice Response First call resolution Cloud contact 206

Avaya

NOVEMBER 14, 2018

Consumer expectations are rapidly evolving, and this is influencing major changes in the Contact Center. We’re excited that Laurent Philonenko, Avaya SVP, Innovation, will present “Harnessing Transformational Technology for Better Human Experience” at the AI & Big Data Expo on Thursday, November 29, 9:30 am.

Big data 63

Big data Contact Center Technology Customer Experience 63

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 103

Contact Center contact center solutions Transportation Government 103

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

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

Jon Arnold

AUGUST 18, 2023

I recent engaged with Cresta for a two-part podcast series, talking with their executives about the growing role of AI in the contact center, its business value to them as a vendor, and how it helps improve customer service.

Contact Center 52

Contact Center Big data Customer Service 52

MiaRec

SEPTEMBER 15, 2022

With the adoption of new data processing technology and Big Data, companies are collecting more data from their customers through the implementation of customer loyalty programs, phone/email/online surveys, order histories, and much more. But this gives you a limited view of the world.

Contact Center 87

Contact Center Big data Surveys Technology 87

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 31, 2018

The Next Act: The AI-Enabled Contact Center. In 2005, 13 years ago, I published the book The Real-Time Contact Center. The idea behind the book was (and still is) conceptually simple – to utilize the real-time capabilities of contact centers to assist people (customers, prospects, partners, public, etc.)

Contact Center 91

Contact Center Virtual Agent Healthcare Analytics 91

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

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

Jon Arnold

SEPTEMBER 24, 2020

That title should be self-explanatory, so if you’re wondering about how contact centers can get a handle on the exponential growth of data from endless sources - and actually get business value - this is the webinar for you. Eventus is a really interesting company, and they have a pretty distinct take on how to do this.

Contact Center 106

Contact Center Management Big data 106

DMG Consulting

NOVEMBER 13, 2018

Question: I keep hearing about “smart” contact center solutions that use artificial intelligence. Artificial intelligence is a game-changer for contact centers and back-office departments. Artificial intelligence is a game-changer for contact centers and back-office departments.

contact center solutions 69

contact center solutions Contact Center Big data Virtual Agent 69

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

The Northridge Group

SEPTEMBER 27, 2017

In the contact center, one thing is certain: positive human connections between agents and customers are critical to building brand loyalty. In an industry that places an emphasis on human contact, what role does AI play in the contact center and how can data gathered from it be used to improve the customer experience?

Contact Center 124

Contact Center Calibration Analytics Chatbots 124

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. Before the cloud, call centers would buy physical hardware architectures that needed to be shipped to the locations and installed.

Contact Center 52

Contact Center Management Call Center Contact center software 52

CCNG

NOVEMBER 16, 2022

Look upstream – Too often, contact center leaders are focused on navigating through their daily operational challenges that they neglect to look upstream to identify and resolve the process failures that initially caused the calls, complaints, or issues to occur in the first place.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

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

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

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

DMG Consulting

SEPTEMBER 12, 2019

Digital Transformation Initiatives for Contact Centers. In contact centers, digital transformation is often thought to mean converting from a multi-channel environment to omni-channel engagement, but it is so much more. Learn more at www.dmgconsult.com. Subscribe to the Free DMG Newsletter.

Contact Center 48

Contact Center Interactive Voice Response Analytics Enterprise 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.

Contact Center 52

Contact Center Personalization Customer Experience CRM 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

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

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

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

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. Attend workshops and sessions.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

TechSee

SEPTEMBER 15, 2022

With their decades of expertise with CX technologies, visual computing, Augmented Reality, and Big Data, this joint offering provides automated AR-guided resolutions to major problems facing business owners. TechSee is led by industry veterans with years of experience in mobile technologies, artificial intelligence and big data.

Big data 109

Big data Consulting Consulting Contact Center 109

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