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 99

Contact Center Call Center Self service Surveys 99

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries.

Contact Center 56

Contact Center Interactive Voice Response Self service Virtual Agent 56

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. 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. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. 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. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Empowering your team.

Self service 40

Self service Contact Center Call Center Customer Service 40

Serenova

DECEMBER 13, 2019

If you’re trying to elevate your customer service (and your customer service reputation) the trick is making changes that will generate the most impact. Reduce Agent Stress for Happier Customers. Rather than waiting for customers to contact you, proactively send support at appropriate times.

Contact Center 53

Contact Center Customer Service Wait times Surveys 53

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

VocalCom

JULY 2, 2020

The necessary acceleration of contact centers’ digitalization will bring to the fore the crucial value of the human touch. Digitalization is quickly sweeping through contact centers. However, this does not mean that agents will totally disappear from contact centers. Dealing with Greater Complexity.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Peter Lavers @ ThinkCX .

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

VocalCom

JUNE 24, 2020

The use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs. In parallel, automation and AI are transforming the processes of contact centers themselves. AI to enhance human relationships.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

VocalCom

JUNE 18, 2020

Before the pandemic even started to disrupt business, the contact center industry was already widely migrating to Cloud. Gartner’s 2019 Magic Quadrant report anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Among its standout features is the Preview Dialer.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Fonolo

JULY 19, 2018

The demand for real-time human-assisted help – whether by voice or text – is not primarily a result of insufficient self-service tools. There are already many ways for companies to offer self-serve interactions to their customers. and How to Think About AI and the Call Center (And Not Go Crazy).

Call Center 72

Call Center Self service Contact Center Interactive Voice Response 72

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 65

Contact Center Call Center Self service Technology 65

Serenova

NOVEMBER 26, 2019

With all the information circulating about the benefits of omnichannel contact center solutions, here’s some clarification to separate the facts from fiction. Fact: Most Companies Struggle with Omnichannel Customer Service. That means service inconsistencies are annoying a healthy percentage of your customers.

Customer Service 69

Customer Service Chatbots Contact Center Surveys 69

Fonolo

FEBRUARY 20, 2020

Related content for you: 3 Major Contact Center Trends in 2020. Compare that to an AMEX study in 2014 that found the maximum time customers were willing to wait was 13 minutes and you can see people are becoming progressively less patient. The Rise of ‘Always-On’ Customer Service.

Contact Center 101

Contact Center Call Center Wait times Technology 101

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

Zappix

DECEMBER 19, 2023

Today’s patients are bringing expectations from the consumer market into their healthcare interactions and healthcare providers, hospitals, and health systems must increase investment in the process of merging customer & patient engagement mindsets to compete. and IVRs.

Healthcare 52

Healthcare Interactive Voice Response Self service Contact Center 52

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. Despite these advancements, the human element still rules as the best way to deliver efficient customer support.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

teleopti

SEPTEMBER 18, 2019

How do they galvanize customer service teams to manage social media interactions positively and in real-time? Provide them with a greater sense of independence and satisfaction by way of self-service options for preferred shifts, holiday requests or time off for medical appointments. Download White Paper.

Management 57

Management Customer advocacy Employee engagement Self service 57

teleopti

APRIL 30, 2019

For example, today’s customer service departments have a powerful role to play in sharing best-practice principles with the rest of the organization. Empower employees with self-service – allowing people to take control of their work-life balance boosts engagement levels by reducing stress and absences.

Employee engagement 80

Employee engagement Management Strategic Value Self service 80

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

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

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. In customer service, it helps the computer see the problem, as a true virtual technician.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 40

Contact Center Call Center Self service Technology 40

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 40

Contact Center Call Center Self service Technology 40

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. Ironically, such simple tools make the contact center budgeting process more complex. You’ve got it. 2 Handle Time Estimates.

Real estate 77

Real estate Average Handle Time Contact Center Call Center 77

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. An easy to digest overview of credit union messaging and Quiq’s messaging platform. Download the PDF. 7 Reasons Your Members Want To Text You. Read Article.

Finance 52

Finance Contact Center Self service Best practices 52

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

Fonolo

JUNE 5, 2018

For over a decade, “Net Promoter Score” has held the spotlight when it comes to measuring customer satisfaction, but that seems to be changing now. This study asked 1,900 customer service leaders about their priorities for call center metrics. Are voice interactions becoming a smaller part of the customer service picture?

Call Center 79

Call Center Metrics Average Handle Time Self service 79

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. What’s the key to driving improved customer satisfaction?

Healthcare 52

Healthcare Contact Center Self service Wait times 52

Callminer

FEBRUARY 23, 2021

Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. “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

MARCH 12, 2020

Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team.

Self service 118

Self service Best practices Customer Support Chatbots 118

Fonolo

FEBRUARY 7, 2013

Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app. How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time?

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Be there when your customers need you. Most interactions occur over the phone.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Peter Mann.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Vonage

DECEMBER 6, 2018

According to research by the Aberdeen Group, companies with strong omni-channel customer engagement retain an average 89 percent of their customers, compared to just 33 percent for those companies without. They focus on digital channels while excluding voice in the contact center. Channels supported. The role of your CRM.

CRM 58

CRM Engineering Contact Center Chatbots 58