The 3 Contact Center Applications That Pay for Themselves

DMG Consulting

Almost every year, contact center leaders are asked to reduce operating costs and improve productivity while enhancing the customer experience. Executives care about the customer journey, but they are incented and compensated to keep costs down and profits high. They should prioritize delivering an outstanding customer journey at least as much as they do cost reduction, but that is a topic for a different column.) Intelligent Virtual Agents (IVAs).

How Artificial Intelligence Impacts the Contact Center

The Northridge Group

In the contact center, one thing is certain: positive human connections between agents and customers are critical to building brand loyalty. All of this data provides some excellent context for each unique customer that can be used to create a personalized and differentiated experience.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

7 Top Priorities for the Future of Customer Engagement

Calabrio

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. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment.

Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

Its theme was (and still is) simple—to use the real-time capabilities of contact centers to assist people (customers, prospects, partners, the public, etc.) Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide. of capturing feedback from customers.

The New Super-Agent

VocalCom

However, this does not mean that agents will totally disappear from contact centers. On the contrary, the importance of the human touch will become more prominent going forward because an over-reliance on technology can negatively impact the customer experience.

Millennial Generation Customer Service – The Ultimate Guide

TechSee

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. Consider a native app with special features to improve engagement, customer stickiness, and overall service.

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report

DMG Consulting

The introduction of automation and artificial intelligence (AI) into these suites has enabled the vendors to offer new benefits, including greater insights into agent performance as well as customers’ perception of service and a deeper understanding of their needs and wants. Improving the customer journey is a particular focus of the new generation of contact center WFO suites and an area of great investment. .

5 Customer Service Tech Trends to Explore at MWC 2018

TechSee

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. customer exhibitors at MWC 2018: Verto Analytics. Virtual Customer Assistants.

5 Customer Service Tech Trends to Explore at MWC 2018

TechSee

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. view of customers by accumulating data from the various touch points that a customer may use to contact a company. Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers.

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?

Comm100

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. A Friction-less Experience Will Be Mandatory. Customers aren’t the only ones who experience pain points.