ConvergeOne

MARCH 16, 2021

Once they’ve gained entry, the social engineering and account-compromising happens. When it comes to contact center authentication, callers overwhelmingly prefer voice biometrics to knowledge-based security questions. Being one step ahead. A Rare Opportunity to Reduce Fraud, Increase Satisfaction, and Streamline Operations.

Contact Center 71

Contact Center Interactive Voice Response Average Handle Time Self service 71

3CLogic

JULY 8, 2022

With inflation soaring, stocks tumbling, and consumer sentiment dwindling, it’s not difficult to see why a recent survey shows that experts predict there’s a 44% chance of entering an economic downturn within the next 12 months. As organizations brace themselves for a possible recession, many are wondering what’s in store for contact centers.

Best practices 52

Best practices Contact Center Management Analytics 52

Customer Service Life

NOVEMBER 10, 2022

A customer contacts us with an apparent product issue. With a bit of digging, we discover a larger bug or problem that may need to be addressed by engineering. Before reporting to engineering we get a sense of how many customers are impacted by the issue. Sure, some contact centers may pressure their agents more than others.

Contact Center 130

Contact Center Engineering Average Handle Time Analytics 130

Balto

OCTOBER 2, 2022

Whether your contact center deals in sales, customer service, or collections, cross-training agents is the best way to garner revenue and value for your business. This could include quotes, feedback, demographics, surveys, and more. How to Recession-Proof Your Contact Center, According to 360+ Executives - Balto Ai.

Contact Center 52

Contact Center Upselling Sales Surveys 52

Tethr

JULY 11, 2019

Lutron’s contact centers take calls from many different types of customers—from retail partners that sell Lutron products to dealers, distributors, electricians that buy/sell and install products, to professional lighting designers, architects, home builders and from individual consumers (i.e.,

Contact Center 79

Contact Center Government Scripts Surveys 79

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. The future of contact center technology is in the cloud.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

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. That’s because employee engagement isn’t just that age-old survey topic: employee satisfaction. What is a Contact Center Mission Anyway? A Matter of Motivation.

Contact Center 71

Contact Center Employee engagement Coaching Call Center 71

NobelBiz

FEBRUARY 22, 2023

The data collected, measured, and analyzed for contact centers is an absolute gold mine. This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. Satisfaction surveys include open, closed, multiple-choice, and free text zones.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

Spearline

JANUARY 6, 2022

Analysts predict that cloud-hosted Contact Center as a Service (CCaaS) will become the dominant adoption model, exceeding 50% in 2022. Call center cloud migration features in many 2022 business plans. Inbound voice reigns Voice continues to be the primary customer contact channel. billion by 2027. Why move to the cloud?

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

OrecX

JANUARY 16, 2018

Utilizing open source technology into your contact center brings added control, cost reduction, speed and flexibility (among other advantages) over proprietary solutions. In essence, open source technology unlocks your contact center and gives you the latitude to control your own destiny, so to speak.

Contact Center 54

Contact Center APIs Analytics Interactive Voice Response 54

Talkdesk

APRIL 13, 2021

Talkdesk offers advanced administrative services to help customers optimize their contact center. Managing software and associated tasks needed to put the contact center running smoothly and efficiently becomes easier, relieving the administrative obligation and letting businesses focus on operational and strategic tasks.

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

SharpenCX

APRIL 1, 2020

Download Now: Partner with your VP of Ops to address these 7 projects in your contact center (one at a time). Use company goals as a marker for your quarterly contact center goals, so you set targets that contribute to the big picture. Put your quarterly goals on display in the contact center for your team to see.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

TechSee

MAY 4, 2021

Physical contact centers were shut down, with agents hastily transitioned to a work from home (WFH) model and field service crews immobilized, yet calls from customers for assistance skyrocketed. Another survey corroborated these findings, with just under half (45%) of U.S. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 percent and 50.0 percent and 50.0

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

TechSee

SEPTEMBER 9, 2020

In fact, TechSee carried out a survey exploring changing attitudes to engineer visits in this new reality. x things by themselves with remote guidance than have an engineer visit indoors. Engineers often struggle to find the right information from textual knowledge bases in the field. Onsite Engineer Support.

Management 145

Management Engineering voip outsourcing 145

CSM Magazine

JUNE 25, 2019

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction. The Post-Call Survey application offers a simple, self-serve survey interface that makes building and deploying new surveys quick and easy.

Contact Center 40

Contact Center Feedback contact center solutions Enterprise 40

CCNG

JUNE 14, 2023

How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets". Customer Feedback as a Tool for Improvement Customer feedback, whether it's through surveys, reviews, or social media, can provide valuable insights into how well your emotional connection strategies are resonating with your audience.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Tethr

AUGUST 9, 2021

Catch up on the last five podcast episodes with a quick summary of the greatest hits of last month below: Episode 8: Pillar 2 – Repeat Contacts . In episode eight, we dive into the issue of repeat contacts and first call resolution. Episode 9: Pillar 3 – Experience Engineering. How can you avoid these callbacks?

Customer effort 109

Customer effort First call resolution Engineering Contact Center 109

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Workflow automation is an important contact center use case for AI.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

3CLogic

AUGUST 3, 2021

A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up. To keep up with the digital competition and deliver an exceptional customer experience , contact centers must reduce their caller’s average time in queue.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

ShepHyken

MARCH 21, 2022

59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. Harvard Business Review) In this article we explore how cutting-edge companies build what we call intelligent experience engines to assemble high-quality customer experiences using AI powered by customer data.

Customer Service 170

Customer Service Customer retention Engineering Self service 170

Quiq

FEBRUARY 2, 2023

Software Engineer at Quiq helping to enhance our Quiq product with data…Lots and lots of data. What about identifying poor survey responses? The Journey Quiq Insights was created with a mission to optimize conversational AI and contact center performance with integrated and easy-to-use data analytics.

Analytics 80

Analytics Contact Center Engineering Surveys 80

Vistio

FEBRUARY 1, 2022

What do you think are some of the biggest misconceptions about, specifically contact center agents? A lot of the times, the flexibility that’s built-in for contact center agents is to like, get out, go do things. It’s exciting. That brings me to my next question. Hmm, biggest misconceptions.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

Avaya

MAY 31, 2018

Historical data, which is often attained using NPS surveys and purchasing history, are useful in providing collaborative measures, but they fall short. These platforms offer a whole range of measurements that feed into the AI engine, enabling the customer service agent to respond to changing sentiments in real time. Connect program.

Contact Center 42

Contact Center APIs Analytics Engineering 42

DMG Consulting

JUNE 8, 2021

The more advanced IA offerings have expanded their capabilities and benefits far beyond their initial contact center audience but are struggling to demonstrate their value to customer experience (CX) executives who continue to concentrate on marketing and sales functions. Product Innovation. Broader Use Cases for IA.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

TRUSTID

SEPTEMBER 20, 2019

As consumers demand more secure, non-intrusive interactions with their banks, it’s becoming essential for financial institutions to take steps that help ensure their customer channels are protected from fraud and other social engineering scams without adding more complexity to their customer experience.

Banking 84

Banking Accountability Contact Center Engineering 84

Fonolo

JULY 28, 2020

More than half of the 6,000 people surveyed said that their perceptions of brands has changed since the COVID crisis began. More than half (58%) of people surveyed said their perception of a brand has changed because of COVID reports @VestaSolutions #cx #brandsentiment Click To Tweet. Why is consumer perception important?

Wait times 128

Wait times Surveys Contact Center Banking 128

ConvergeOne

FEBRUARY 2, 2021

What’s rarely known is that over 70% of fraud begins in social engineering and ends up in the contact center. To adequately estimate the benefit, an organization must first calculate how much fraud exists in a contact center. As a result, authentication has become paramount. Traditional Authentication.

Contact Center 90

Contact Center Interactive Voice Response Engineering Surveys 90

CX Global Media

SEPTEMBER 17, 2018

Empathy training is a waste of time and will have little to no effect on the customer experience in your contact center. Many, if not all of these 7 elements can be found in contact centers where empathy is part of the customer experience. High-performing contact centers avoid this pitfall.

Contact Center 113

Contact Center Benchmark Surveys Coaching 113

Playvox

SEPTEMBER 14, 2022

That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. times more likely to be focused on the customer journey than on the path to purchase, the Gartner survey revealed.

Feedback 79

Feedback Surveys Contact Center Engineering 79

Vistio

APRIL 2, 2022

She is an expert in the design and continuous improvement of the remote working model for contact centers, support functions, and enterprise, both in-sourced and outsourced. And that was actually in my first contact center assignment, it was with an outsourcer. Yeah, sure. My career began in HR actually.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

Connect

APRIL 18, 2024

Amid this hype, Chief Technology Officers (CTOs) feel pressure to invest in Gen AI in some form, with a BCG survey of over 1,400+ C-suite executives revealing that 89% rank AI and Gen AI as a top-three tech priority for 2024. However, Gen AI is not a plug-and-play solution.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

Playvox

JANUARY 12, 2022

Across business functions, the contact center has undergone more dramatic change than most during the past two years. In this environment, contact center leaders and their teams have consistently sought out vendors that provide agent-centric solutions to improve quality and workforce management. We call it Customer AI.

Contact Center 52

Contact Center Feedback Surveys Analytics 52

TRUSTID

JUNE 14, 2018

In other words, these personal nuggets are gold to social engineers. The data is collected by fraudsters to build personal profiles they can sell to other criminals, apply for credit cards, or socially engineer banks to takeover customer accounts. This is pretty much the standard that we’ve seen.

Banking 50

Banking Engineering call center professionals Call Center 50

TRUSTID

JANUARY 6, 2019

Advancements in technology continue to pose challenges for contact centers to help ensure that customer data is not compromised or exposed to social engineers. For contact centers, this is where customer authentication fits in. Keeping customer data safe and secure is a top priority for organizations, no doubt.

Call Center 48

Call Center Engineering Contact Center Banking 48

SharpenCX

MARCH 30, 2021

If you’re a contact center leader, you probably hear – and use – these buzzwords all the time. But if you’re like most contact center leaders, you know these buzzwords carry a lot of weight. Data and analytics power your contact center. Omnichannel strategy. What’s more?

Call Center 67

Call Center Technology Customer Experience Contact Center 67