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

Nuance

MARCH 20, 2019

In many organizations the contact center is the heartbeat of the company. This is where almost every customer will eventually travel, whether it be to ask a question, purchase a new good or service or to complain when things are not working properly. Visit Nuance's What's next blog to see the full content.

Contact Center 65

Contact Center Customer Experience 65

Taylor Reach Group

JANUARY 7, 2022

But how many of us look at our contact centers and think about making this New Year the best ever? Why not make some contact center resolutions this year? Turnover has always been a contact center concern, and it’s more of a threat than ever today. Show them their career path and help them travel it.

Contact Center 76

Contact Center Morale Consulting Consulting 76

NICE inContact

JULY 1, 2019

Every day, 140,000 people depart from one of Swedish Rail’s 284 stations, traveling on one of its 1,200 daily routes between major cities in Sweden and the Scandinavian capitals of Stockholm, Copenhagen and Oslo. But physical distance wasn’t the only thing separating the two contact center locations.

Contact Center 56

Contact Center Transportation Cloud contact Government 56

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart.

Customer Service 78

Customer Service Contact Center Customer Experience Metrics 78

Aspect

JUNE 29, 2017

air travel hit a record high in 2016, a recent report from ABC News found that airlines are anticipating an additional 9 million travelers between June 1 st and August 31 st this year. Here are some of the key considerations to watch as airlines try to accommodate a record number of travelers this summer.

Airlines 79

Airlines Interactive Voice Response Customer Service Self service 79

DMG Consulting

JULY 9, 2021

Practical Considerations for Hybrid and Work-at-Home Contact Center Employees. Executives are still discussing whether or not contact centers agents will be allowed to work at home on a full-time or hybrid basis after the pandemic, but I believe the decision has already been made. be allowed to work from home?

Contact Center 67

Contact Center Coaching At home agents Best practices 67

Contact Center Pipeline

NOVEMBER 29, 2018

Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers took advantage of their spare moments this month to catch up on the topics that are trending and some that are always relevant for running a high-performing contact center.

Contact Center 140

Contact Center First call resolution Employee engagement Call Center 140

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. The contact center as a concierge.

Airlines 74

Airlines Scripts Call Center Transportation 74

Cisco - Contact Center

FEBRUARY 1, 2024

Only Cisco offers a unified solution to address full-stack observability (FSO) use cases across all major industries Every day, hundreds of millions of people buy groceries, book travel, order… Read more on Cisco Blogs

100

100

Cisco - Contact Center

NOVEMBER 17, 2023

Co-authored by Rodney Clark , SVP of Partnerships and Small & Medium Business Thank you to all of our Partners who joined us digitally or traveled to Miami Beach for Cisco Partner Summit 2023. This… Read more on Cisco Blogs

Management 105

Management 105

Vistio

DECEMBER 15, 2021

Today, we have with us, Matt Beckwith, a proud “ Contact Center Geek ” with over 25 years in contact center industry. He has been named a top thought leader in the contact center space and serves on the steering committee for the Northern California Contact Center Association.

Contact Center 52

Contact Center Banking contact center associations Technology 52

Jon Arnold

OCTOBER 1, 2022

Here’s what I was writing about last month, and with event travel kicking off next week, there will be plenty to write about during October. NICE’s Brand Promise - Making Experiences Flow - A Bigger CX Vision , NICE blog, Sept. 7 Closing the Customer Service Gap , Contact Center Pipeline, Sept 2022 Issue. , No Jitter, Sept.

Contact Center 73

Contact Center Customer Service 73

Fonolo

AUGUST 28, 2018

Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? About: For this report, industry analyst Peter Ryan gathered the views of 352 enterprise executives, each with decision-making authority over contact centers. Our favorite chart: Contact Center 2.0,

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. This all leads to cost savings in your contact center. The lack of clear communication in the contact center can result in significant costs to a business over time. You’re lowering call volume.

Contact Center 54

Contact Center Personalization Scripts Interactive Voice Response 54

teleopti

AUGUST 13, 2019

Statistically, the majority of contact centers still use manual processes to adjust their intraday workforce scheduling but why play a constant game of catch-up? It’s a real game-changer for contact centers everywhere. Intraday Management? Real-Time Management? At least, it would be if more people used it!

Contact Center 71

Contact Center Chatbots Service level Time management 71

Cisco - Contact Center

DECEMBER 20, 2023

Travelers are navigating long security lines, struggling to arrive at their gate on time, and enduring inevitable flight delays that… Read more on Cisco Blogs The airport experience can be hectic, overwhelming, and stressful.

Transportation 89

Transportation 89

Beyond Philosophy

AUGUST 25, 2022

Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. I would add that proactive experiences also save organizations money by preempting a contact at the contact center. Defining Proactive.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Cisco - Contact Center

APRIL 11, 2023

Today’s transportation blog is guest authored by Andreas Nordgren, Leader, Business Development, Cisco Meraki. As I travel by plane or train, there is often a frustration along the journey when… Read more on Cisco Blogs

Transportation 98

Transportation 98

NICE inContact

NOVEMBER 8, 2018

That’s terrific news for workers, but contact centers planning to staff up for the holiday season must be sweating a little. So, yes, contact centers who need to staff up to meet holiday demands are going to face some additional challenges this year. Is it getting hot in here? It’s worth thinking about.

Contact Center 48

Contact Center outsourcing At home agents Cloud contact 48

Transparent BPO

AUGUST 20, 2019

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. As such, they don’t emphasize technology upgrades or process improvements for in-house centers and, when outsourcing, settle for the least expensive options.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

Cisco - Contact Center

APRIL 13, 2023

As rail and mass transit operators are bouncing back from the global pandemic, they are also continuing along their digital transformation journey, looking to create a modern travel experience while… Read more on Cisco Blogs

Transportation 98

Transportation 98

Cisco - Contact Center

APRIL 26, 2023

In my recent travels, I’ve been able to have conversations with our partners around the globe. And no matter where I go, I’ve heard one thing consistently: Managed Service Providers (MSPs) face a ran… Read more on Cisco Blogs

Marketing 97

Marketing Management 97

Cisco - Contact Center

MARCH 31, 2021

When I meet someone new and introduce myself as the GM of Cisco’s Contact Center business, the response is immediate – my new contact will begin telling their personal stories of frustrating customer experiences in interacting with a business. “I Every Experience with a Business Creates a Story. Except this time is different.

Customer Experience 73

Customer Experience Contact Center Customer centricity Government 73

Cisco - Contact Center

MARCH 16, 2023

In early 2017, my husband and I were traveling in Thailand when he had a terrible accident. Despite all the best efforts, he was unable to recover, and I was forced to say goodbye in an ICU in… Read more on Cisco Blogs

Customer Experience 98

Customer Experience 98

Talkdesk

MAY 5, 2020

Being an at-home contact center agent can be incredibly rewarding: you get to help customers in meaningful ways, all while working from the comfort of your own home. Simply put, by plugging in a cable directly into your laptop, your data (which includes your voice) travels uninterrupted to your router, and then out over the internet.

Contact Center 60

Contact Center Wireless Best practices Management 60

NICE inContact

OCTOBER 22, 2018

Building for the Future: CX in the Cloud is packed with real world lessons learned from a panel of seasoned contact center experts. What better way to learn about the benefits of moving contact center technology to the cloud than from the companies employing these solutions. TechStyle Fashion Group. Omega World.

contact center solutions 48

contact center solutions Cloud contact Contact Center Technology 48

Revation Systems

FEBRUARY 9, 2018

The modern contact center must be constructed with these expectations in the design, given that 76 percent of customers claim they will terminate a business relationship based on a negative experience. However, in the contact center industry, we all know that in certain circumstances the dreaded “please hold” is inevitable.

Contact Center 48

Contact Center Construction Benchmark Chatbots 48

Avaya

APRIL 27, 2017

Sometimes you travel to Orlando to really fun destinations. 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. We hope to see you at the ICMI Contact Center and Exhibition in Booth 623.

Contact Center 54

Contact Center Journey mapping Education Customer Experience 54

Stafford Communications

JULY 16, 2020

All of us who make our living in customer service knew that the contact center would have to adapt, and we have. But as time goes on and companies find themselves needing to launch relationships with new contact centers, do we all need to rethink the time-honored tradition of the site visit? Sound familiar?

Healthcare 92

Healthcare Contact Center Customer Care Coaching 92

Aspect

MARCH 30, 2020

Technology Continuity: Aspect continues to support our call volumes from customers, running on our public cloud solution (Aspect Via® running on Amazon and Azure), our Hybrid Cloud Solution (run and managed by Aspect in our remote data centers) and our Private Cloud or Premise solutions. ed.berndt@aspect.om.

Government 153

Government Contact Center Education Consulting 153

Spearline

JULY 5, 2022

This blog outlines Spearline’s IVR testing solutions. IVR Transcription IVR transcription feature automatically dials and transcribes all audio heard as it travels along each possible journey on an IVR system. Please send us a brief message, and we will be in contact with you shortly.

Interactive Voice Response 98

Interactive Voice Response Call flow Contact Center Technology 98

Talkdesk

APRIL 1, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. With a modern cloud contact center solution like Talkdesk ®, agent capacity is uncapped.

Call Center 105

Call Center contact center solutions Contact Center Cloud contact 105

NICE inContact

SEPTEMBER 4, 2019

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform. appeared first on NICE inContact Blog. Don’t miss this exciting presentation!

APIs 77

APIs Analytics Contact Center Technology 77

Vistio

SEPTEMBER 30, 2021

He has had a long career of advising CX outsourcers, contact center clients, national governments, and industry associations on strategic matters like vertical market penetration, service delivery, best practices in technology deployment, and offshore positioning. Mark Hillary, Influencer and Thought leader.

Business Process Outsourcing 98

Business Process Outsourcing outsourcing Consulting Consulting 98

Jon Arnold

OCTOBER 31, 2022

With all the travel this month, not much writing got done, although I did share several posts with short commentary and photos on my blog, so those might be worth checking out as well. I did write a few articles, though, but only one was published on a public site this month, so this roundup will be pretty, pretty short.

Contact Center 73

Contact Center 73