Cisco - Contact Center

FEBRUARY 1, 2021

Join renowned contact center industry analyst Sheila McGee-Smith and Cisco Contact Center VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contact center platform of the future, and how Webex Contact Center delivers these.

Contact Center 122

Contact Center Transportation Customer Experience Wireless 122

Fonolo

MAY 23, 2023

Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? This blog will explore the concept of hyper-personalization to understand its benefits, discuss strategies and consider examples.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

NobelBiz

JANUARY 27, 2020

In a move to keep call center jobs from leaving the state, New York Gov. The post Study: One Bad Contact Center Can End a Company appeared first on NobelBiz®. Andrew Cuomo signed a law specifically designed to deter employers thinking of moving their business to other countries or even to other states.

Contact Center 69

Contact Center Call Center 69

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

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 117

Contact Center contact center solutions Interactive Voice Response Call Center 117

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 art of knowing is knowing what to ignore’ was once said by the prolific poet, Rumi.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

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

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

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

Hodusoft

APRIL 12, 2023

How Contact Center Software Help Insurance Companies in Enhancing CX? As per a study , 46 percent of respondents asserted that customer experience is one of the most important factors when choosing an insurance provider. If you’re an insurance service provider, then you must know this. Here are some stats.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Engineering 52

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. One of the main focuses of the study is consumer channel preference.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

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. Per Metrigy’s * most recent study, 71.6% Back office support. Accessible NOW!

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

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

Fonolo

NOVEMBER 7, 2018

While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy. If your contact center is floundering, it’s time for you to plant your feet on terra firma and look globally at your common problems. Service Levels. Gamification. Luckily, again, we have you covered.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

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. Jeanne Bliss.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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

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. A 2023 study discovered that empowering agents also makes them more resilient to burnout.

Contact Center 59

Contact Center Surveys Coaching Consulting 59

OctopusTech

MARCH 27, 2023

An omnichannel contact center is a crucial part of this effort, as it enables companies to communicate with customers across multiple channels, including phone, email, chat, social media, and more. What is an Omnichannel Contact Center? How does an Omnichannel Contact Center work?

Contact Center 62

Contact Center Multichannel Interactive Voice Response Call Center 62

ShepHyken

DECEMBER 13, 2019

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. Does the vendor have proven case studies in your sector? The post Guest Blog: Winning Tactics for CX Vendor Selection appeared first on Shep Hyken. Size matters.

APIs 254

APIs Enterprise Government Customer Experience 254

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company. A contact center is considered successful if it’s customer-centric.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. CCaaS is the acronym for Contact Center as a Service. That resulted in the innovation of cloud-based contact center software.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. The right contact center technology for a SCV. Ultimately, achieving a single customer view will require researching and studying your customers.

Customer Service 226

Customer Service Contact Center Technology Big data 226

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. As part of his role, Hoffman works directly with clients on projects such as e-books, white papers, executive Q&As, case studies, and webinars. Shep Hyken.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

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

Cisco - Contact Center

JANUARY 27, 2020

In a study by Bain & Company, a 10x disparity was found between how brands perceive their customer service and how customers perceive that same service. In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results.

Contact Center 92

Contact Center contact center solutions Enterprise Cloud contact 92

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 111

Contact Center Self service contact center solutions Chatbots 111

Aspect

MARCH 10, 2020

Enable predictive routing based on contact center forecasting . Create more effective training from customer case studies that use structured customer data and customer interaction recordings. Learn more a bout how analytics can improve your contact center.

Analytics 83

Analytics Contact Center Average Handle Time Metrics 83

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. Everyone on the project team should be studying it daily, and it should be reviewed with the group at least weekly in a regularly scheduled meeting.

Contact Center 62

Contact Center Consulting Consulting Feedback 62

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

Noble Systems

JANUARY 29, 2021

Changing Customer Behaviors Will Impact Contact Centers in 2021. This was especially evident with contact centers that did not have the right technologies in place or were otherwise ill-equipped to quickly pivot to an at-home service model and address extremely high call volumes when the pandemic began.

Contact Center 68

Contact Center Surveys Analytics Feedback 68

WiserOwl Blog

OCTOBER 10, 2022

It is no secret that the Contact Center industry is under pressure to improve performance while reducing costs. A recent study by Bain & Company found that 86% of Contact Center leaders want to do that. However, as Contact […].

Contact Center 52

Contact Center Management 52

Cisco - Contact Center

JANUARY 15, 2024

You don’t need to spend too much time reflecting on today’s headlines to see that the rapid pace of digital t… Read more on Cisco Blogs There’s a palpable mix of excitement and caution surrounding this year’s meeting in Davos.

Technology 93

Technology 93

ShepHyken

NOVEMBER 23, 2018

Over and over again, speed and responsiveness show up in studies as main determinants of service satisfaction. To deliver superior service, track metrics like First and Average Response Time, and First Contact Resolution Ratio. Your service speed depends on factors like the contact channel (e.g. Element #1: Fast.

Customer Support 168

Customer Support Customer effort Self service Metrics 168

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! will have extended Teams to their contact center for voice and 31.1% Using cloud contact center platforms drives more revenue (54.1% Doing so will transform your contact center from a cost-center into a revenue generator. AI, Teams UC and Video. . New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Balto

FEBRUARY 27, 2023

Guest post by Jeremy Watkin Over the course of my career leading teams in the contact center I’ve led in-house support teams that were 20 feet away, remote teams that were more like 20 miles away, and remote, outsourced teams that were 1,000 miles away. I suggest that all contact center leaders follow Neo and take the red pill.

Contact Center 52

Contact Center outsourcing Best practices Technology 52

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104