Cisco - Contact Center

NOVEMBER 24, 2020

Hope and Hype for Customer Service and Support Solutions — Insights from Cisco and Gartner Research. Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead.

Contact Center 137

Contact Center Technology contact center solutions Cloud contact 137

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Our favorite chart: The Current State of Customer Care.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Fonolo

FEBRUARY 11, 2020

A few weeks ago, our CEO, Shai Berger , sat down with Peter Ryan, Principal Analyst and Founder of Ryan Strategic Advisory , to discuss the state of the contact center going into the new decade, and how the industry is expected to develop in the coming years. The real reason why companies are investing more in their contact centers.

Contact Center 98

Contact Center outsourcing Call Center Chatbots 98

Fonolo

APRIL 2, 2019

We share a lot of diverse content, including lists of industry reports , links to discussion groups , and our own white papers. Key quote: “The Contact Center is going to change more in the next five years than in the last 25.” See our related post: “ AI is Not Reducing Call Center Agent Employment.”.

Contact Center 78

Contact Center Customer Service Call Center Enterprise 78

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

ShepHyken

MARCH 26, 2019

Social media has transformed how customers and businesses interact. Having multiple methods of contact, or channels, removes effort from customers, which customers really like. Contact centers and companies alike need to reorient themselves so that the customer is at the center of their operations.

Chatbots 311

Chatbots Contact Center Technology Customer Experience 311

Fonolo

FEBRUARY 1, 2018

We already know how monotonous a call center agent’s role can be but, by making the training process exciting and fun, you’re creating a better environment for everyone. Remember, it’s not just the initial training that’s important; creating a culture of continuous learning is also essential to the success of your contact center.

Contact Center 92

Contact Center Call Center Metrics Feedback 92

Fonolo

AUGUST 22, 2018

They have called us from contact centers in the middle of the work day, when we ourselves were working on getting through that jerk chicken during a barely 15-minute lunch break. The contact center industry is now one of North America’s biggest employers. Go gift each agent, even the newbies, with a long summer weekend.

Contact Center 187

Contact Center Sales Service level Customer Service 187

Talkdesk

DECEMBER 1, 2020

More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant. The Talkdesk CX Maturity Model evaluates CX based on nine core areas: .

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

UJET

DECEMBER 2, 2020

But these solutions should be supported by live agents who are available to step in when the IVA solution or customer reaches the limits of their ability to resolve an issue. To learn more about the viability of IVAs and limits of zero-footprint contact centers, please see DMG’s white paper, Will Robots Make Live Agents Obsolete?

Contact Center 72

Contact Center Interactive Voice Response Self service Virtual Agent 72

Fonolo

JANUARY 20, 2020

Welcome to our *new* biweekly news roundup, where we give you the latest and greatest in customer service technology, news, and views. As always, the customer service space reads like a riveting novel, full of conflict, drama, beauty, disappointment, hope, taxes, unanswered phonecalls, and robots. New in Contact Centers.

Customer Service 117

Customer Service Contact Center Call Center Healthcare 117

Callminer

JULY 22, 2020

For information on reducing employee churn at your call center, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. This termination letter example shows how you can go about issuing a termination notice to businesses whose services you had previously contracted.

Call Center 182

Call Center Customer Service Best practices Coaching 182

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

Fonolo

NOVEMBER 30, 2017

If your call center still makes customers cringe when they dial into support, it’s time to take action. If you’re a customer who assumes the experience will be a bad one, then you’re setting yourself, and the call center up for failure. Customer service reps just don’t care about helping me.”.

Interactive Voice Response 194

Interactive Voice Response Call Center Contact Center Metrics 194

Fonolo

MAY 1, 2018

What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 62

Contact Center call center professionals Education Call Center 62

Fonolo

FEBRUARY 6, 2020

At Fonolo, we’ve been wary of reading too much into channel preference data and cohort studies , but there is no denying that SMS is becoming a more significant part of customer service interactions. Businesses are getting the message, pun intended, and are starting to engage and serve customers through this channel.

Customer Service 91

Customer Service B2C Contact Center Technical Support 91

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. This is my top ten list of really dumb things that smart call and contact center executives do. Contact Center staff is one of the most expensive and important assets within the Contact Center.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Fonolo

MARCH 6, 2020

The ones that develop social media departments undoubtedly grow revenue and can save money on other outdated systems and the use of call centers. It also helps to improve customer satisfaction levels. Handpicked related for you: The Golden Rules of Contact Center SLAs. Making your contact center omnichannel ready.

Customer Service 122

Customer Service Call Center Contact Center Accountability 122

UJET

DECEMBER 2, 2020

But these solutions should be supported by live agents who are available to step in when the IVA solution or customer reaches the limits of their ability to resolve an issue. To learn more about the viability of IVAs and limits of zero-footprint contact centers, please see DMG’s white paper, Will Robots Make Live Agents Obsolete?

Contact Center 56

Contact Center Interactive Voice Response Self service Virtual Agent 56

Fonolo

APRIL 30, 2018

What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 52

Contact Center call center professionals Education Call Center 52

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. This channel has become one of the fastest-growing customer service channel offerings.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? Particularly in an industry like customer support, it’s so important to be around people who are working on the same things and can understand what it’s like to be in our shoes. Chief Customer Officers USA, Atlanta. Lauderdale.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Monet Software

JANUARY 30, 2020

In the race to build a highly engaged workforce to deliver exceptional customer experiences, contact center leaders are asking some deep questions. What is a Contact Center Mission Anyway? How can the contact center tap into that helping instinct? Talk About the Customer. Start there.

Contact Center 71

Contact Center Employee engagement Coaching Call Center 71

Fonolo

DECEMBER 5, 2017

Last week, Fonolo hosted an insightful live discussion on how to handle customer service in a crisis. This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. White Paper: 9 Critical Contact Center Trends for 2018.

Customer Service 75

Customer Service Management Call Center Morale 75

Fonolo

MARCH 22, 2018

In a society becoming increasingly obsessed with text messages, DMs, and emojis, it turns out that authentic, real-time human interaction through phone calls is still the preferred way to deliver optimal customer service. Customers’ Trust a Person’s Voice Over Text. Phone Calls Lead to Customer Satisfaction and Retention.

Customer Service 79

Customer Service Customer retention Call Center Contact Center 79

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

Talkdesk

MAY 28, 2020

The extra cost of extending your VPN connection means buying and building out technology that will no longer be used once your agents return to the contact center. Here’s an excerpt of the white paper: Identifying the issue with voice over VPN We begin by recognizing the criticality of the voice channel for customer communication. .

Contact Center 79

Contact Center Personalization Customer Support Technology 79

Callminer

MARCH 12, 2020

Download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI , to learn more about the importance of data security for compliance within the call center environment.

Call Center 182

Call Center Analytics Best practices Government 182

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

DMG Consulting

SEPTEMBER 29, 2017

KPI Guide for Omni-Channel Contact Centers. Contact centers are highly complex operating environments with a lot of moving parts and activities. This KPI Guide for Omni-Channel Contact Centers presents and explains the most useful KPIs for managing customer service, sales and collections contact centers.

Contact Center 48

Contact Center Metrics Consulting Consulting 48

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. One thing contact centers need to get better at is…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

Callminer

FEBRUARY 19, 2020

For information on improving the customer experience through the use of innovative AI technology, download our white paper, How AI Improves the Customer Experience. However, this diversification of customer service channels makes staying on top of communication more complex in practice.

Call Center 287

Call Center Technology Accountability Customer Support 287

Fonolo

JUNE 6, 2018

The more obscure, the better: Break down your interests into microcosmic categories to ensure you’re distilling your LinkedIn Groups to the best and brightest in the customer service, customer experience, and contact center industries. State of the Union’ analyses of call center technology.

Best practices 75

Best practices Contact Center Call Center Engineering 75

Talkdesk

JULY 20, 2020

When business as usual was disrupted in the customer service sector due to COVID-19, IT leaders turned to their business continuity plans to keep operations running. Enterprises must consider the implications of a full-time transition from a physical to a virtual contact center.

virtual call center 93

virtual call center Call Center call center software Contact Center 93

Fonolo

APRIL 4, 2018

Apple announced “Business Chat” in June, staking a claim to a vital piece of the ecommerce landscape: the channel for customer service communication. Apple clearly has a vision for how customer service should work. Chat has been the tantalizing future of customer service for a long time. No Bots Please.

Customer Service 90

Customer Service Chatbots Government Contact Center 90

Jive

AUGUST 9, 2018

Digital assistants and chatbots are changing the way that contact centers and customer support operate. In fact, you could even go so far as to say that AI can solve the chronic attrition rate plaguing omnichannel customer support departments in the United States. . Contact Center Attrition. In the U.S.,

Contact Center 75

Contact Center Chatbots Employee engagement Customer Support 75