Contact Center Pipeline

MARCH 31, 2016

Our most-read blog post in March was Kathleen Peterson’s insightful look back at McKinsey & Company’s decade-old research into the impact of Moments of Truth on customer loyalty, and its relevancy in today’s multichannel environment.

Multichannel 100

Multichannel Big data Analytics Contact Center 100

Avaya

MAY 9, 2017

The future of business, indeed the future of customer experience, is life as we know it—here and NOW. Perhaps most daunting of all, it means companies working to truly know and understand their customers. It means enterprise leaders having a firm grip on the big data that infuses their organizations.

Customer Experience 76

Customer Experience Government Big data Enterprise 76

Fonolo

SEPTEMBER 13, 2018

Now, this was a time before more efficient communications technologies existed; relative to today’s prolific multichannel customer service offerings, there was considerably less choice in the late fifties. . They are about identity, people, aspirations, nostalgia, community, and experiences. Successful Cases Studies.

Multichannel 83

Multichannel Big data Contact Center Call Center 83

VocalCom

MARCH 11, 2019

When companies use big data to analyze their customers’ habits and preferences, it’s often the structured, quantitative kind that is considered. With such tools, you can find keywords that come up during social conversations and determine if there are customer pain points that need to be addressed. Call transcripts.

Contact center software 48

Contact center software Big data Contact Center Customer centricity 48

VocalCom

NOVEMBER 26, 2018

Sending prompt chat invitations when customers are browsing your website is a great way to save them time and effort. Big data is another important resource for designing proactive customer experiences. Anticipating your customers’ needs helps reduce their effort when interacting with your brand.

Customer effort 48

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

Avaya

MAY 23, 2017

Technologies like Artificial Intelligence, automation, big data, and the Internet of Things have made digital transformation an absolute necessity for organizations. But there’s a big hole in the fabric of most digital transformation (DX) plans: the customer experience (CX). sales, marketing, HR, billing).

Customer centricity 42

Customer centricity Contact Center Big data Analytics 42

VocalCom

JULY 30, 2018

Every company’s success depends on understanding customers’ desires. In our modern era of big data and artificial intelligence, it may seem that technology holds the key to determining the best ways to engage customers. When collecting information about your customers, analyze both data and direct feedback.

Journey mapping 48

Journey mapping Contact center software Surveys Feedback 48

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges.

Multichannel 56

Multichannel Contact Center Big data Metrics 56

Avaya

MARCH 23, 2017

At this point, nearly every company is working overtime to realign around two simple words: customer experience (CX). This next-generation CX is supported by several advanced technologies—big data analytics, omnichannel, automation—however, these investments are all aimed at driving one thing: contextualization.

Big data 61

Big data Banking Contact Center Call Center 61

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges.

Multichannel 40

Multichannel Contact Center Big data Metrics 40

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges.

Multichannel 40

Multichannel Contact Center Big data Metrics 40

Avaya

AUGUST 2, 2017

They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social. In our experience, the reason for this is because an initial business discovery process was not sufficiently performed to put a strategic execution roadmap in place.

Enterprise 63

Enterprise Big data Analytics Technology 63

Avaya

JUNE 9, 2017

They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social. Perhaps customer-specific strategies were not as well-defined as intended, or there was a misalignment between business outcomes and technology implementation.

Enterprise 41

Enterprise Big data Analytics Technology 41

Avaya

SEPTEMBER 7, 2017

Consider how much has changed over the last decade in terms of technology and the customer experience (CX). This has made the concept of an omnichannel customer experience integral for success. It is the enterprise’s approach to customer service, a customer culture so to speak. market soon.

Customer Experience 67

Customer Experience Contact Center Analytics Finance 67

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

Avaya

JANUARY 3, 2017

You’ve heard countless times about the importance of keeping up with this accelerating pace of change to consistently deliver amazing customer experiences. But what if I told you that your customer engagement strategy is missing the mark? This is the fundamental difference between multi-channel and multi-touch service.

Enterprise 52

Enterprise Big data Contact Center Customer Experience 52

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40