Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

SmartAction

JUNE 27, 2023

Embrace automation for contact center success in 2023! Are you ready to take your contact center to the next level? So, why are some contact centers still hesitant to implement AI? Stay competitive, exceed customer expectations, and propel your contact center toward success.

Contact Center 80

Contact Center Virtual Agent Agent burnout Self service 80

SharpenCX

JULY 27, 2023

A blog post and message from Sharpen’s New Chief Executive Officer, Charlie Newark-French. When a contact center agent does get involved, the Sharpen platform combines consumer-grade user experience and enterprise-grade functionality to empower agents to do what they love doing: making customers happy. Everyone is unhappy.

Self service 67

Self service Contact Center Abandon rate Average Handle Time 67

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Analytics 52

Analytics Contact Center Quality management Management 52

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Analytics 52

Analytics Contact Center Quality management Management 52

Cisco - Contact Center

APRIL 27, 2020

Artificial Intelligence implementations in contact centers are the primary way to improve first contact resolution (FSR) and drive customer experience and retention to the point that some analysts predict that a huge percentage of the customer interactions can be resolved by well-designed bots. Let’s check some numbers together.

Contact Center 100

Contact Center contact center solutions Interactive Voice Response Call Center 100

Expivia

FEBRUARY 15, 2024

The Evolutionary Shift in Contact Center BPO Strategy The landscape of Business Process Outsourcing, especially within contact centers, is witnessing a monumental shift. Contact centers are now tasked with not just answering calls but providing a seamless, efficient, and personalized customer experience.

Contact Center 52

Contact Center Business Process Outsourcing outsourcing Technology 52

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. billion in 2023 to USD 111.37

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ShepHyken

NOVEMBER 30, 2018

Actual customer contact agents, however, prioritize something else: the effort required to perform their work. Agents obviously value bright contact centers and great salaries, but their daily happiness hinges far more greatly on systems and processes. As an example, evaluate abandonment within your web self-service channels.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Aspect

JUNE 4, 2020

To follow the same path as Rumi — at least in a business sense — contact center leaders must have a plan that enables them to rapidly respond and adapt to change. Business Continuity in the Contact Center. The most recent and relevant example of such sudden changes impacting organizations is the COVID-19 pandemic.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

ShepHyken

AUGUST 31, 2018

However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers. Another useful example is that AI can analyze the boarding patterns in airports and predict how many of the passengers won’t show up to reduce overbooking.

Self service 184

Self service Chatbots Personalization Interactive Voice Response 184

Upstream Works

DECEMBER 6, 2021

The contact center is currently being transformed in fundamental ways, driven mainly by the evolution of cloud-based technologies and the emergence of Artificial Intelligence (AI) -driven applications. We’ve discussed the importance of digital channels in this previous blog post. Understand the Impact on Agents.

Contact Center 78

Contact Center Customer centricity Call Center Sales 78

Balto

DECEMBER 4, 2023

This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. Every contact center has the capability to add value to their company through customer acquisition. Get Clear on the Goal and Mission of Your Contact Center First, define what you’re trying to accomplish in your contact center.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

Hodusoft

MAY 24, 2022

Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. What are cloud-based contact centers?

Contact Center 98

Contact Center Contact center software Cloud contact contact center solutions 98

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts. Accessible NOW! Personalization (25.8%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

JustCall

MARCH 7, 2023

And the only way to succeed is through an effective contact center management system. This blog will look at the tips and best practices for contact center management. Follow them to optimize your contact center operation and ensure smooth customer service. What is Contact Center Management?

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

Upstream Works

JULY 16, 2021

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Here are three examples to illustrate. AI Puts You Ahead of the Curve.

contact center solutions 78

contact center solutions Cloud contact Contact Center Journey mapping 78

Upstream Works

SEPTEMBER 30, 2021

The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. Here are some implications for contact center leaders to consider in making the right buying decisions.

Contact Center 78

Contact Center contact center solutions Benchmark Call Center 78

Balto

JUNE 22, 2023

Imagine your contact center agents were engaged and highly motivated. That’s the dream for every contact center leader. It’s also been a top challenge over the 25 years I’ve worked with contact centers. For example, one contact center gave agents an incentive for achieving good survey scores.

Contact Center 59

Contact Center Surveys Coaching Consulting 59

Monet Software

MARCH 10, 2021

Will remote agents continue to represent a significant proportion of the call center workforce? Or will SMB contact centers and clients rush to bring employees back to the traditional production floor? The contact center workforce was already going remote. Here’s why. Flexibility & Scalability. Cost-savings.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

NobelBiz

MAY 21, 2021

Fred Stacey is one of the most influential voices in the Call Center space, and his culminating experience is helping organizations grow and improve every day. The post VIDEO: Examples of Successful AI Implementations in Contact Centers appeared first on NobelBiz®.

Contact Center 40

Contact Center Call Center 40

Cisco - Contact Center

MARCH 7, 2023

“To the cloud and beyond,” well that’s not exactly what Buzz Lightyear said in the beloved Toy Story movie but when I think about financial services institutions shifting workloads to the cloud it m… Read more on Cisco Blogs

98

98

NobelBiz

MARCH 24, 2022

The technology of call queuing is central piece to inbound contact centers. For example, an automated call distributor (ACD) is used in call centers to route incoming calls to certain specialized agents in your contact center. In call queues, the typical distribution method is first in, first out.

Interactive Voice Response 52

Interactive Voice Response call center software Contact Center Call Center 52

Cisco - Contact Center

MAY 14, 2019

AI is shaping the future of customer experiences and the contact center. This week I will be speaking at UC Expo about the role that artificial intelligence is playing in advancing contact center productivity and efficiency, and in particular how this is benefiting the agent and customer experience. AI = chat bots.

Contact Center 105

Contact Center Self service contact center solutions Chatbots 105

Aspect

JUNE 23, 2020

For a safe use of facilities during disease risk, many factors have greater importance, for example: Planning for arrival and departure of staff. Lanes of ingress and egress to minimize employees passing past other employees: In and out of the contact center itself. Planning for specific use of space within the facility.

Contact Center 139

Contact Center Management outsourcing Surveys 139

Aspect

MARCH 23, 2020

Making sure that companies can direct calls to the right medical professional, staff contact centers that handle getting and keeping grocery shelves stocked, and helping people navigate challenges with internet connectivity—all of this is extremely important! So, how do these lessons learned relate to our current global situation?

Contact Center 143

Contact Center Surveys Technology 143

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. So let’s get into it. Those first three are what we’d expect.

Contact Center 62

Contact Center Customer Experience Chatbots Customer Care 62

ShepHyken

OCTOBER 27, 2017

From contact centers to email marketing campaigns, we’ve seen it all. For example, guests can plan ahead by activating weather updates, getting maps to tourist destinations in the area, and making restaurant reservations and reviews, all from the palm of their hand.

Customer Service 208

Customer Service Customer centricity Enterprise Personalization 208

Cisco - Contact Center

NOVEMBER 26, 2019

Formula one driving has a few things in common with a call center. There are important elements to racing that apply to running a contact center. Guardrails, seat belts, car seats, and even helmets are examples of human and physical boundaries that control us from the full impact of a dangerous event. Did we just do that?

Contact Center 97

Contact Center contact center solutions Transportation Government 97

Upstream Works

AUGUST 5, 2021

As momentum continues to build for cloud adoption in the contact center space, the business case for supporting this decision becomes clear. These are a few specific examples of how cloud benefits the contact center and any one of these is sufficient to justify the investment.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

Cisco - Contact Center

JUNE 18, 2020

Driving Business Growth for Customers with the Intelligent Contact Center. Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Contact Center Installed Base. Identified by Aragon Research. Focus on AI.

Contact Center 119

Contact Center Enterprise contact center solutions Cloud contact 119

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. A typical example would be to use that extracted insight to interface with an associated knowledge base and then recommend a process, script, or document to help deal with the situation or need at hand.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95