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. . Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Contact Channel Performance.

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. Customer sales data and contact center KPIs such as the Net Promoter Score may provide valuable information, but such numbers reveal little about your customers’ feelings and expectations.

Contact center software 48

Contact center software Big data Contact Center Customer centricity 48

VocalCom

AUGUST 6, 2018

By working closely with big data and even principles of behavioral psychology, artificial intelligence can help brands find their target audience more effectively and transform the quality of the customer experience. However, artificial intelligence has the capacity to deliver more than just direct customer service.

Customer Experience 48

Customer Experience Chatbots Big data Contact center software 48

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. Give your customers the support they need proactively.

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. Businesses must ensure customers are placed with the right resource at the right time, whether it’s in a contact center or non-contact center environment.

Customer centricity 42

Customer centricity Contact Center Big data Analytics 42

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

VocalCom

JULY 30, 2018

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. Every company’s success depends on understanding customers’ desires. The post 5 Ways to Better Understand Your Customers appeared first on Vocalcom Blog.

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 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

MARCH 23, 2017

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. In today’s smart, digital world, companies must transform the traditional call center into an integrated, digital communications hub.

Big data 61

Big data Banking Contact Center Call Center 61

Avaya

MAY 9, 2017

It means enterprise leaders having a firm grip on the big data that infuses their organizations. It requires executive buy-in, sponsorship, and steady leadership. Perhaps most daunting of all, it means companies working to truly know and understand their customers. The reality of a smart, digital world is clear.

Customer Experience 76

Customer Experience Government Big data Enterprise 76

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. It is clear that businesses understand the importance of digital transformation, yet they’re struggling to go from vision to execution.

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. Businesses understand the importance of digital transformation, yet they’re struggling to go from vision to execution.

Enterprise 41

Enterprise Big data Analytics Technology 41

Avaya

SEPTEMBER 7, 2017

Therefore companies need a single view of the customer across all contact points, events, interactions and timelines. Currently, only 42% of companies share customer data organization-wide, and only 38% have integrated disparate systems. Take your Contact Center to the Next Level. We’d love to hear what you think.

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

Omni-channel service—in which contextual information travels from channel to channel—seems to alleviate these pains; however, there’s still the issue of enabling a contextual visualization of the customer journey organization-wide (in other words, beyond the contact center). This is where multi-touch service comes into play.

Enterprise 52

Enterprise Big data Contact Center Customer Experience 52

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