Fonolo

NOVEMBER 29, 2017

Today, changes to the contact center are a response to consumer behaviour, and not simply the result of business initiatives. In a climate where technology and customer preferences change at a breathtaking pace, it can be overwhelming to consider all the ways that your contact center needs to evolve.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

ShepHyken

JULY 15, 2016

For instance, say your organization relies on customer surveys and other conventional forms of customer feedback but has considered exploring other sources of customer feedback such as recorded calls in the contact center that can be analyzed to identify trends or sources of customer frustration that can be acted on.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

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. The post Computer Vision in the Call Center – The New CX Frontier appeared first on Techsee.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. 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. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 57

Contact Center Call Center Self service Surveys 57

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? This year, we’ve published our full selection of customer service conferences and contact center summits in North America. C3: Clarabridge Customer Connections, San Diego. Customer Contact East, Ft.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Fonolo

JANUARY 14, 2020

When it comes to call center blog sites, CustomerThink has it all. It’s a global online community of business leaders with a customer-centric approach. . With more than 100,000 visitors a month from over 200 countries around the world, CustomerThink is a hub of resources for the customer support professional. Nice Reply.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Jon Arnold

MAY 4, 2017

I'm in Montreal about to start Day 2 for Cisco's 2017 Customer Care Analyst event. Somehow, I'll get my regular set of writing done, along with finishing off two white papers and prepping for a webinar I'm doing later this month. Been really good so far, and more to come today.

Chatbots 40

Chatbots Customer Care Contact Center 40

Fonolo

MARCH 4, 2020

As the conversation unfolded, it became increasingly clear that the secret to a solid customer service program at a household name like ADP comes down to nurturing a positive culture: top-down, bottom-up, inside-out, from agent to leadership, and then on to the customer. Making your contact center omnichannel ready.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Global Response

FEBRUARY 13, 2022

Keep in mind, though, that a BPO call center can handle more than simply calls. BPO contact centers serve as an expanded call center for the modern customer experience. With so much changing across the customer journey today, flexibility is more important than ever. BPO vs KPO call centers.

Call Center 62

Call Center outsourcing Business Process Outsourcing Telemarketing 62

Avaya

JANUARY 24, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services.

Government 46

Government Enterprise Banking Consulting 46

ClearAction

OCTOBER 4, 2015

." That shifted our thinking beyond our own self-absorption to thinking about our customers' jobs-to-be-done: productivity maximization, risk minimization, satisfying their customers, etc. We began to talk more about these customer care-abouts as our reason for existence and industry leadership.

Customer Experience 118

Customer Experience Management CRM Best practices 118

LiveChat

NOVEMBER 16, 2018

Good content is not just a formidable marketing tool, it’s also a great starting point for sorting out customers’ problems with your product. Content may be of many different types – blog posts, videos, white papers, case studies, and more. Minimize Calls to Customer Service – Offer Alternatives. Quality Over Speed.

Customer Support 45

Customer Support Customer Care Entertainment Education 45

Callminer

FEBRUARY 23, 2021

Adapting to a shifting market means making changes to agent engagement processes , team cooperation, agent training and more, while maintaining a positive customer experience. “Call centers can leverage several autonomous and semi-autonomous AI functions to streamline internal processes. Technological Trends. AI is here to stay.

Call Center 376

Call Center Technology Banking Contact Center 376

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. Rhonda Basler has had an excellent journey from working in outbound customer service contact centers to being the Director. That’s a Wrap.

Journey mapping 17

Journey mapping SaaS Customer retention Contact Center 17

TechSee

DECEMBER 12, 2017

Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints.

Contact Center 143

Contact Center Enterprise Technology Customer Care 143

teleopti

SEPTEMBER 18, 2019

The first is to recognize the strategic link between employee engagement and productivity, the second is to turn the customer service department or contact center from a reactive cost-cutting organization to a proactive profit-making powerhouse and finally harness the power of data. Download White Paper.

Management 57

Management Customer advocacy Employee engagement Self service 57

Interactions

JANUARY 6, 2022

With the labor shortage, the continued pandemic, and the status quo of the contact center, 2022 is the year that technology will take the lead in customer conversations—even having the ability to automate tasks that once required human judgement.” Read our white paper to learn more. AI alone is not a silver bullet.

Customer Experience 71

Customer Experience Contact Center Best practices Technology 71