Fonolo

JUNE 5, 2018

Last week, Fonolo hosted an insightful live discussion on the top call center metrics you need to be tracking. This expert panel discussed NPS for customer satisfaction, popular call center metrics, the future of the voice channel, and so much more! Which Metrics Are Most Useful or Popular in the Call Center Today?

Call Center 79

Call Center Metrics Average Handle Time Self service 79

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. Computer vision also enables gradual automation towards full self service with device recognition and augmentation.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

Fonolo

JULY 5, 2018

What does the future hold for customer service? A common theme in answer to this question is, “Improvements in automation and self-service will erode the importance for call centers.” It also gets strengthened by the marketing efforts of all the vendors selling self-serve technology.

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Empowering your team.

Self service 40

Self service Contact Center Call Center Customer Service 40

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Empowering your team.

Self service 40

Self service Contact Center Call Center Customer Service 40

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Empowering your team.

Self service 40

Self service Contact Center Call Center Customer Service 40

Fonolo

JANUARY 31, 2018

Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) If this topic interests you, you might want to check-out our post from 2 weeks ago The Hidden Power Structure of Cloud-Based Call Centers. Who wrote it: Sheila McGee-Smith (one of our Call Center Top Analysts ), sponsored by NICE.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Fonolo

APRIL 24, 2018

In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. Where to get it: [link].

Contact Center 99

Contact Center Call Center Self service Surveys 99

Fonolo

AUGUST 29, 2018

My friend and call center trainer, Judy McKee, said something years ago that stuck with me, “Never make the customer feel wrong or stupid.” We call it the ‘golden rule’ of customer service. Doing” human interactions well in an increasingly self-service world will set you apart. The Need for Speed.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Fonolo

FEBRUARY 20, 2020

So much so that Salesforce predicts a 143% increase in the use of AI in the call center over the next 24 months. Handpicked content for you: 3 Top Call Center Trends in 2020. Call Center Trends 2020: A New Age for the Contact Center. Making your contact center omnichannel ready.

Contact Center 101

Contact Center Call Center Wait times Technology 101

Quiq

DECEMBER 5, 2019

Read our most popular white paper that spells out the 7 compelling reasons to implement messaging now. Creditunions.com: 7 Strategies to Support Self-Service. The race toward the next generation of self-service is underway. Download the PDF. 7 Reasons Your Members Want To Text You. Download the PDF.

Self service 57

Self service Best practices Call Center Technology 57

VocalCom

JULY 2, 2020

Going forward, the use of big data and analysis powered conversational assistants, chatbots and self-service, will automate the handling of simple enquiries, will allow customers to quickly and easily fix their issues themselves, 24/7. The rise of self-service has made human support even more critical.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Monet Software

DECEMBER 19, 2019

No, not the holidays—the deadline for the 2020 annual call center budget ! Contact center managers are putting the pieces together to get a full picture of their future resource needs. Although shrinkage can be reduced , it is a fact of life in the contact center. It’s that time of year again.

Real estate 77

Real estate Average Handle Time Contact Center Call Center 77

VocalCom

JUNE 18, 2020

An all-in-one Cloud contact center platform can harness data from all sources, applications and touch points and then convert it into real-time and historical actionable insights. Want to know more about the evolution of contact centers ? Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. New Challenges for Call Centers in 2021. More Flexible Service Solutions. “Call centers can leverage several autonomous and semi-autonomous AI functions to streamline internal processes.

Call Center 376

Call Center Technology Banking Contact Center 376

Fonolo

APRIL 24, 2018

In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. Where to get it: [link].

Contact Center 57

Contact Center Call Center Self service Surveys 57

VocalCom

JUNE 24, 2020

Gartner estimates that by 2023, 30% of customer service businesses will deliver proactive services by using AI-enabled process orchestration and continuous intelligence. Want to know more about the evolution of contact centers ? Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

Fonolo

SEPTEMBER 6, 2018

to real-time messaging, simulation, self-service and crypto-currency. These technological breakthroughs point toward a future with remarkable changes in the customer service landscape. To learn some easy tricks for ultimate customer satisfaction, read our whitepaper on The Contact Center Playbook for improving CSat.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

Cisco - Contact Center

NOVEMBER 24, 2020

The contact center will break free of a “cost to be managed” reputation, to one that is “asset to be leveraged”. Contact centers have truly become the “digital goalkeepers” of the organization, handling make or break customer experience exceptions that cannot be addressed in self-service.

Contact Center 110

Contact Center Technology contact center solutions Cloud contact 110

Calabrio

APRIL 27, 2017

However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology. We all want to feel valued when we come to work, and this is especially true for call center agents.

Contact Center 65

Contact Center Call Center Self service Technology 65

Fonolo

FEBRUARY 7, 2013

The best way for a call center to stand out as a leader is through the customer experience. How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? How to Calculate Hold Time in a Call Center. What causes long call center hold times?

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Fonolo

JANUARY 14, 2020

Her blog is a must-read for those keen on leadership in customer service, customer listening, and engagement. When it comes to call center blog sites, CustomerThink has it all. Top Pick: Customer self-service and the role of cloud contact centers. Making your contact center omnichannel ready.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Fonolo

JULY 4, 2018

Because of their omnipresence in our lives, similar tools have been implemented into customer service experiences (and with varying degrees of success), but ‘technology in CX’ remains a moving target. White Paper: The Secret Sauce for Increasing Customer Happiness. What’s Inside: Tracking Customer Engagement.

Customer Experience 86

Customer Experience Airlines Morale Call Center 86

Fonolo

AUGUST 21, 2018

Collectively, they are all in tension with the universe of self-serve options. It’s a truism in the call center world that this years’ hot technology will be lauded as the one to “kill the call center”. For more on this tension, check out What’s the Ceiling on Self-Service? ).

Customer Service 52

Customer Service Call Center Self service Personalization 52

Calabrio

JULY 29, 2016

Analytics technology has reshaped the contact center space, and organizations that have embraced it to improve the quality of customer interactions are gaining the upper hand competitively. Here are three ways your call center can improve quality assurance through analytics. Go beyond random sampling.

Contact Center 56

Contact Center Analytics Coaching Self service 56

Calabrio

APRIL 27, 2017

However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology. We all want to feel valued when we come to work, and this is especially true for call center agents.

Contact Center 40

Contact Center Call Center Self service Technology 40

Calabrio

APRIL 27, 2017

However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology. We all want to feel valued when we come to work, and this is especially true for call center agents.

Contact Center 40

Contact Center Call Center Self service Technology 40

DMG Consulting

JULY 11, 2017

Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper). This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses.

Contact Center 48

Contact Center Employee engagement Consulting Consulting 48

DMG Consulting

JULY 11, 2017

Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper). This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses.

Contact Center 48

Contact Center Employee engagement Consulting Consulting 48

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. Learn More. 4 – Ibid.

Healthcare 52

Healthcare Contact Center Self service Wait times 52

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Fonolo

MARCH 12, 2020

Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team. Getting self-service right can have a big impact on your NPS score , so here are 5 best practices for helping your customers to help themselves: 1. Provide Self-Service on Multiple Channels.

Self service 118

Self service Best practices Customer Support Chatbots 118

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Callminer

APRIL 20, 2018

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Serenova

NOVEMBER 26, 2019

Fact: Most Companies Struggle with Omnichannel Customer Service. Businesses have an increasing selection of new applications to implement—from mobile apps to chatbots to self-service powered by artificial intelligence (AI). Those experiences stand out for customers and lower their opinion of a company.

Customer Service 69

Customer Service Chatbots Contact Center Surveys 69

Cisco - Contact Center

DECEMBER 17, 2020

This fusion of human and AI results in natural, fast, and easy around-the-clock self-service. See Cisco Contact Center AI product management lead Nikki Heyder’s WebexOne session “ Artificial intelligence: the real power behind super agents” to explore these solutions. Welcome to the All New Webex.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

NICE inContact

NOVEMBER 9, 2018

Here are some of the things we learned: Nearly half of all inbound contact center interactions are for the purposes of asking for help. Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. Only about a third of consumers are happy with their last interaction.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49