SmartAction

NOVEMBER 22, 2023

Contact center managers who embrace and implement this technology reap the rewards of increased efficiency, reduced costs, and a customer experience that fosters loyalty. Conversational IVR breaks the mold of the traditional contact center, which focuses on efficiency at the expense of customer service. Collaborate.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

ShepHyken

DECEMBER 13, 2019

Leslie Cottenje notes that it is important to question: how real is the demo? Demo environments are at risk of being engineered to appear perfect. They may have previously handled a 100 seat contact center, but they may not have the capability to handle one of 1,000, or 10,000. Size matters.

APIs 254

APIs Enterprise Government Customer Experience 254

Avaya

APRIL 27, 2017

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. At our demos, we believe customer service professionals will be as excited as kids visiting Goofy.

Contact Center 54

Contact Center Journey mapping Education Customer Experience 54

Hodusoft

APRIL 12, 2023

How Contact Center Software Help Insurance Companies in Enhancing CX? With nearly three-fourths of customers expecting insurance companies to leverage new technologies for better communication, the need for cutting-edge tools such as omnichannel contact center software is needed more than ever before.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Engineering 52

Cisco - Contact Center

FEBRUARY 5, 2020

Transforming the Customer and Agent Experience with Artificial Intelligent Contact Center Integration. I recently delivered a session at Cisco LIVE Barcelona end of January that offered a view of the new Cisco architecture underlying the integration of Contact Centers with artificial intelligence (AI). Conclusion.

Contact Center 67

Contact Center contact center solutions Virtual Agent Interactive Voice Response 67

NICE inContact

JANUARY 21, 2019

In our last blog article on the recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018 , we highlighted the independent research group’s 32-point evaluation methodology and the depth and breadth of criteria asked of each vendor reviewed. Proof in action. Download the full Forrester Wave report here.

Cloud contact 54

Cloud contact Contact Center Analytics Marketing 54

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

TeleDirect

FEBRUARY 14, 2024

At TeleDirect, we deliver cloud-based contact center solutions to companies and industries across America. Cloud Contact Center: What Is It & How Does It Work? Customer contact centers have come a long way. What Is a Cloud Contact Center? Your brand can provide this, too. It’s 100% yours.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48

Balto

DECEMBER 16, 2022

2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. With renewed focus on agent experience, ever-advancing AI capabilities, and the embrace of omnichannel solutions, contact center leaders face an exciting opportunity to best serve their customers in 2023.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

SmartAction

FEBRUARY 27, 2023

So, What’s the best solution for the contact center? For even more information on the differences between IVA and IVR, check out this blog post! Get a Demo Related Content BLOG IVA is the new IVR Discover why people are choosing IVA over IVR and how it can take your business to the next level.

Interactive Voice Response 74

Interactive Voice Response Contact Center Virtual Agent Self service 74

Expivia

FEBRUARY 14, 2024

Guide to Preparing Your Contact Center for AI Integration The integration of Artificial Intelligence (AI) in call centers represents a monumental shift in how customer experiences are delivered. Also dont get wowed by demos. For businesses poised to embark on this transformative journey, the preparation phase is critical.

Contact Center 52

Contact Center Call Center Metrics Scripts 52

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Taylor Reach Group

APRIL 4, 2023

by Colin Taylor & Peg Ayers Implementing a new system is one of the biggest risks in a Contact Center. You don’t want to discover a mismatch and have to request a change in team members during the implementation. Record every demo and requirements review, transcribe them, and publish those transcripts.

Contact Center 62

Contact Center Consulting Consulting Feedback 62

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Voice starts with the customer reaching your contact center platform. Request a demo now.

Contact Center 63

Contact Center Virtual Agent Interactive Voice Response Chatbots 63

Cisco - Contact Center

SEPTEMBER 9, 2019

” AI in the Contact Center. Let me answer by posting here a recent demo on stage from Google: Google Duplex: A.I. . CISCO and AI in Contact Centers. It is essentially made of the 3 building blocks: The incoming audio goes into an Automatic Speech Recognition (ASR) able to translate audio into text.

Contact Center 93

Contact Center Customer Care Engineering Telemarketing 93

Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. For a period, it was mandatory that contact centers get agents out of the building.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Upstream Works

DECEMBER 18, 2019

There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon. Ten years is an eternity in the world of tech, and it’s staggering to consider how much the contact center has changed over the last decade.

Contact Center 78

Contact Center Technology Personalization Customer Experience 78

NICE inContact

SEPTEMBER 25, 2019

Contact centers are no exceptions. Contact center execs are keen on leveraging AI for the right use cases and the one team they rely heavily is IT. As IT leaders, here are some key aspects to think through as you roll out an AI project in your contact center. But it shows high potential.

Contact Center 54

Contact Center APIs Chatbots Self service 54

The GLOBO Blog

JUNE 22, 2017

GLOBO will demo its new chat translation tool at Call Center Week (CCW) Conference & Expo (booth #1019), held June 26 to 30 at The Mirage in Las Vegas, NV. GLOBO, a language technology and services company specializing in multilingual communication, is making near real-time, human translation possible.

Average Handle Time 75

Average Handle Time Government Healthcare Contact Center 75

Cisco - Contact Center

AUGUST 15, 2023

That’s because they’re fun and make for awesome demos. What’s a technical talk without a demo? But … Read more on Cisco Blogs For the past several years, I’ve tried to give at least one Terraform-centric session at Cisco Live.

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Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. Hint: Focus on Agent Performance.

Contact Center 67

Contact Center Chatbots Analytics CRM 67

3CLogic

FEBRUARY 28, 2024

While there’s an extensive list of benefits as it pertains to GenAI, this blog will cover only one of the simpler and yet impactful use cases for GenAI — auto-call summarizations. For a contact center striving for operational efficiency, that’s a massive amount of time and by default, cost!

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

Customer Service Life

APRIL 27, 2018

This article was first published on the FCR blog on April 6, 2018. As contact center leaders we’re often lightning rods for the latest, greatest technology on the market. While it’s fun fun to see what’s new, it can be a challenge to find the time in our busy schedules to attend a lot of demos.

Contact Center 68

Contact Center Upselling CRM Feedback 68

Upstream Works

SEPTEMBER 5, 2019

The most obvious example of a channel would be Voice, or calls placed to a call center or contact center to be answered by the next available agent, courtesy of call center software. An organization offering multiple customer channels is often referred to as having a “multichannel” contact center.

Contact Center 60

Contact Center Technology Contact center software Self service 60

Hodusoft

MARCH 6, 2024

In this blog, we will delve into the details of how BPOs are helping e-commerce businesses improve operational efficiency and customer support services using contact center software. Assistance can be provided via a call center/contact center, live chat, email support, social media, or a self-service option.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

Monet Software

OCTOBER 15, 2018

Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution? These are the goals shared by every contact center regardless of size. And they are a greater challenge at smaller centers than larger ones. Or see our WFM solution in action with an online demo.

Contact Center 59

Contact Center Schedule adherence Management Call Center 59

SmartAction

SEPTEMBER 16, 2022

Asking Alexa to play your favorite podcast and have her quickly play it for you is made possible by the same type of technology that allows contact centers across the world to automate voice conversations. Conversational AI is making the contact center and customer service industries better than ever. Get a Demo.

Interactive Voice Response 89

Interactive Voice Response Virtual Agent Contact Center Engineering 89

Monet Software

JANUARY 15, 2019

Sounds like the goal every contact center manager sets at the start of a new year. There are standard KPIs for every contact center, and they are all important. Common contact center KPIs include: Hold times. Speech analytics will boost the operational efficiency of your contact center.

Contact Center 54

Contact Center Average Handle Time Analytics Call Center 54

Monet Software

DECEMBER 26, 2018

But the contact center has a role to play here as well – one that is often overlooked. But contact center agents and managers – particularly those that use workforce optimization and speech analytics – have collected data that contains valuable customer feedback. Today, contact centers also take orders.

Contact Center 48

Contact Center Sales Advertising Analytics 48

Monet Software

MARCH 12, 2018

Churchill It’s easy to fall into ruts, whether it’s Friday night dinner at the same restaurant, or contact center guidelines for how agents should handle specific customer situations. Take It For a Test Drive Perhaps the solution that has the most support at your contact center is eliminating cold transfers.

Contact Center 48

Contact Center Average Handle Time Coaching Metrics 48

Toister Performance Solutions

SEPTEMBER 28, 2017

For example, ICMI hosted it's Contact Center Demo and Conference in Las Vegas this week. There are many contact center examples plus profiles of other leading companies. Podcasts for Customer Service Leaders CallTalk A podcast about contact centers!

Customer Service 49

Customer Service Contact Center Customer centricity Customer Care 49

VirtualPBX

MARCH 27, 2024

In this blog, we delve into the realm of blue light phones and introduce AirDial by VirtualPBX, a revolutionary solution for enhancing emergency communication. For example, the University of Southern California utilizes blue phones to connect callers to the Department of Public Safety, a 24/7 contact center.

Contact Center 59

Contact Center 59

Monet Software

MARCH 20, 2019

For improved insight into every interaction between a contact center agent and a customer, it’s hard to beat desktop analytics (DA). Here are three common questions that every contact center manager has asked at one time or another. Is our contact center in compliance with privacy regulations?

Analytics 54

Analytics Contact Center Government Banking 54

Cisco - Contact Center

JANUARY 29, 2024

Cisco Customer Experience (CX) has a lot to share at Cisco Live, including all the demos I… Read more on Cisco Blogs Cisco Live EMEA is quickly approaching! Next week, starting on February 5, we kick things off in Amsterdam.

Customer Experience 52

Customer Experience 52

Monet Software

NOVEMBER 30, 2018

The perfect sales pitch, the perfect product launch, the perfect contact center script – these are goals to chase, and if we don’t reach them we should still keep trying. With contact center performance management, the challenge is usually in the data. Agent attrition is an unfortunate reality at most contact centers.

Contact Center 54

Contact Center Management Morale Scripts 54

VirtualPBX

MARCH 27, 2024

In this blog, we delve into the realm of blue light phones and introduce AirDial by VirtualPBX, a revolutionary solution for enhancing emergency communication. For example, the University of Southern California utilizes blue phones to connect callers to the Department of Public Safety, a 24/7 contact center.

Contact Center 52

Contact Center 52

VirtualPBX

MARCH 27, 2024

In this blog, we delve into the realm of blue light phones and introduce AirDial by VirtualPBX, a revolutionary solution for enhancing emergency communication. For example, the University of Southern California utilizes blue phones to connect callers to the Department of Public Safety, a 24/7 contact center.

Contact Center 52

Contact Center 52