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. . . .

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Contact Center Interactive Voice Response Journey mapping Banking 71

Fonolo

SEPTEMBER 4, 2018

My best guess as to why we see agent employment increasing: The universe of transactions that we do remotely keeps expanding (displacing in-person interactions), and this outweighs any contraction we get from automation. More on that here: Nobody Knows if Voice Is Growing or Shrinking. Self-Service Substitution.

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Call Center Self service Contact Center Chatbots 209

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. who interact with them. By Donna Fluss.

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Contact Center Interactive Voice Response Analytics Self service 48

Avaya

DECEMBER 4, 2017

It’s when an Avaya industry-leading contact center solution is put to its ultimate test. Every day, Avaya contact center solutions handle millions of customer calls, web chats, and texts around the world. Big data analytics. Integrating all customer contact channels is critical to success.

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Contact Center contact center solutions Interactive Voice Response Big data 69

NobelBiz

MAY 10, 2022

The efficiency of a contact center depends on one very important and key factor: the experience of its agents. When teams are satisfied with their jobs, feel fulfilled, and are driven, they can give exceptional customer service. How to define an excellent call center agent experience? How to tackle this problem?

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Call Center Interactive Voice Response Contact Center contact center solutions 52

VocalCom

MAY 21, 2018

The technologies used in modern contact centers are instrumental in delivering great customer experiences. However, when companies do not optimize the use of these tools, each interaction becomes unnecessarily complicated. Here are five ways to reduce customer effort through the efficient use of contact center technologies.

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Customer effort Technology Interactive Voice Response Big data 48

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.

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Contact Center Virtual Agent Self service Chatbots 48

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Contact centers are ready for change. Artificial Intelligence-powered contact center tools. Building a better VEA.

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Gamification Contact Center Agent Empowerment Self service 104

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. The most popular cloud-based services: UCaaS, CCaas, and CPaaS. CCaaS is the short form of Contact Center as a Service.

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APIs Interactive Voice Response Contact Center voip 52

VocalCom

NOVEMBER 26, 2018

Big data is another important resource for designing proactive customer experiences. For example, long average handling times may indicate miscommunication among departments or insufficient use of contact center technologies such as CRM databases. Empower customers through self-service.

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

Natalie Petouhof

AUGUST 15, 2022

This could mean eliminating pain points in the customer journey, developing new products and services, or developing self-service tools and technologies that increase convenience. These systems should capture data from any and every customer touchpoint — website, digital channel, social platform, contact center or IoT device.

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Customer Experience Analytics Big data Surveys 52

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.

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CRM Analytics Journey mapping Interactive Voice Response 48

Fonolo

OCTOBER 31, 2018

Think “P2P”, “big data”, “IoT”, or “blockchain”. Here’s a great example: Alight’s “Lisa” Empowers Self-Service Customer Decisions for HR Benefits Enrollment. But I don’t see this as evidence of the call center’s human-less future. It’s part of a continuum of web sites, smart speakers, mobile apps and IVR.

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Call Center Self service Technology industry standards 105

Dialer 360

SEPTEMBER 7, 2018

Visual IVR. Already with over billion smartphone user globally and growing the trends toward IVR. It enables the user to leverage from their devices for customer services. That go with transferring the existing IVR technology onto their phones screen. They can access an intuitive, user friendly visual IVR menu interface.

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Call Center Interactive Voice Response Analytics Call flow 20

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.

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Contact Center Analytics Self service Wireless 53

COPC

SEPTEMBER 3, 2019

We needed to work out how to ensure our service capabilities — as well as our resources — were keeping up with our phenomenal growth. Being an internet-based company, we instinctively started to think about how we could use new technologies and big data to overcome the obstacles we were finding in our service delivery.

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industry standards Enterprise Technology Self service 40