DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. Contact centers all over the world were forced to accelerate their digital transformation the moment the lockdown hit, as the alternative was not an option. Contact centers around the world have positioned themselves to come out of the pandemic stronger than they went in.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

JustCall

MARCH 9, 2023

Contact centers are the conversation hubs of a business that faces an immense flurry of activity every single day. So how can your business, in such a situation, ensure that your contact center is functioning optimally? All an average customer wants from calling your contact center is to resolve their query.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40

Cisco - Contact Center

APRIL 8, 2024

In recent years, the broadcast sector has witnessed a radical shift driven by digital technological advancements. As patterns of media consumption evolve, broadcasters are progressively adopting… Read more on Cisco Blogs

Technology 52

Technology Entertainment 52

Dialer 360

JANUARY 19, 2021

Contact center trends 2021 are based upon the modern contact center architecture. Certainly, helpful in running contact center operations more smoothly with less resource utilization. These new technologies can help you boost your call center productivity in 2021 & beyond.

Contact Center 49

Contact Center Call Center Entertainment call center solutions 49

DMG Consulting

SEPTEMBER 13, 2021

The Business Case for Making Contact Center Applications Standard Employee Productivity Tools. Every employee plays a role in delivering an outstanding customer experience (CX), whether in direct contact with customers or supporting customer-facing co-workers. Sep 3, 2021 Donna Fluss.

Contact Center 48

Contact Center Entertainment Employee engagement Enterprise 48

Customer Service Life

JUNE 26, 2017

Ruth McCullen and Jeremy Watkin had the pleasure of having Virginia from Kingman Ink draw as we helped contact center leaders tell better stories. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. This article was originally published on the FCR blog on June 9, 2017.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

Revation Systems

JANUARY 12, 2018

In his 1998 book, The Experience Economy , Joseph Pine observed that the world was shifting in such a way that experiences would become the predominant economic offering — characterized by entertainment, education, esthetic and escapism at varying levels of participation and absorption. Everything.

Contact Center 48

Contact Center Call Center Multi-channel support Banking 48

Taylor Reach Group

JULY 17, 2017

And it would be worth it, as there are just so many possibilities to explore when pondering the ultimate takeover of the Contact Center by androids. Contact Center companies must have both a sound strategy and the technical infrastructure in place to address this growing concern.

Customer Experience 251

Customer Experience Telemarketing Entertainment Contact Center 251

Aspect

AUGUST 9, 2017

As we announced last week we want to recognize and honor the women in technology who are going above and beyond to help their company be successful and today we are excited to recognize our first Unsung Hero. Vacation Myrtle Beach’s customer engagement sales center, Shine Studios, is run by Director of Call Center and Revenue, Kelly Simmons.

Technology 0

Technology Entertainment Education Engineering 0

VHT

OCTOBER 11, 2018

If your contact center is upgrading to a stronger customer experience (CX), you need to rely on applications that offer immediate benefits at the start of the journey and continue adding value as strategy evolves. And it’s very common for people to jump from self-service to the contact center. Immediate Gratification.

Best practices 48

Best practices Contact Center Self service Entertainment 48

VHT

OCTOBER 18, 2018

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. These five proven technologies will help meet that challenge, especially when deployed in innovative, customer-savvy applications. Employee Engagement Technology.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

SmartAction

AUGUST 18, 2020

SmartAction announces the promotion of Gary Davis from President to Chief Executive Officer to accelerate its vision to make life less hard for contact center leaders with conversational AI that’s painless to deploy and frictionless to self-serve. . We have the industry’s most robust conversational AI technology stack.

Virtual Agent 93

Virtual Agent Entertainment Contact Center Self service 93

Edify

MARCH 8, 2022

Digital technology has revolutionized almost every aspect of our lives over the last 20 years. How we work, research, shop, entertain, create, travel, and communicate are just some areas that have been dramatically transformed.

Enterprise 76

Enterprise Entertainment Technology Contact Center 76

TechSee

FEBRUARY 25, 2020

Whether rigging up a home entertainment system, setting up a new printer or syncing a new smart device with its app, many consumers find it difficult to complete the product self install process. What is Visual Assistance?

Entertainment 109

Entertainment Enterprise Contact Center Surveys 109

Call Center Weekly

NOVEMBER 13, 2017

In fact, they have been helpful in shaping (and changing) my opinion on things, that I once was reluctant to entertain. I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries.

Entertainment 159

Entertainment Feedback Contact Center Government 159

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Leverage the digital technology and improve retention and loyalty of your customers. In 2018 we’re introducing our new look as Customer Contact Week.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

JustCall

MAY 23, 2023

The customer experience industry is undergoing a paradigm shift, driven by technological advancements and evolving customer expectations. As the upcoming Customer Contact Week (CCW) in Las Vegas approaches, JustCall is poised to unveil a powerful new solution that will transform the way businesses handle customer experience.

Customer Experience 52

Customer Experience Agent burnout SaaS Contact Center 52

Global Response

OCTOBER 26, 2022

Managing call center operations for a luxury brand demands that you hold every component of customer service to a higher standard. With such a saturated e-commerce environment, top-tier service is even more vital to gaining a competitive edge, and optimizing your contact center is a great place to start.

Call Center 62

Call Center outsourcing Entertainment Contact Center 62

NobelBiz

FEBRUARY 23, 2023

Small and medium-sized contact centers, in particular, may find this burdensome. CPaaS solution is a popular option nowadays since it provides several advantages to enterprises and contact centers. Efficiency Many firms are currently cash-strapped and cautious to invest in new technology.

Telecommunications 52

Telecommunications APIs Contact center software Contact Center 52

NobelBiz

FEBRUARY 23, 2023

Small and medium-sized contact centers, in particular, may find this burdensome. CPaaS solution is a popular option nowadays since it provides several advantages to enterprises and contact centers. Efficiency Many firms are currently cash-strapped and cautious to invest in new technology.

Telecommunications 52

Telecommunications APIs Contact center software Contact Center 52

TechSee

NOVEMBER 26, 2019

The Taylors were delighted with their smart security system and decided to expand their connected home to include smart entertainment and HVAC systems. Driven by growing consumer demand for convenience, safety, security, and lower energy costs, the smart home technology market is growing steadily.

Surveys 104

Surveys Self service Entertainment Contact Center 104

3CLogic

AUGUST 18, 2020

Whether an enterprise is simply in need of basic functionality or is ready to take the leap to a fully hosted cloud contact center platform, here are a few deployment options to consider: Connector. Recent research would suggest moving to a cloud contact center is not a question of if, but when.

call center solutions 96

call center solutions Call Center Cloud contact CRM 96

TLC Associates

JUNE 26, 2019

TLC Associates to hire 100 additional agents at two New Mexico call centers to support a major telecommunications brand. Adding these contact center job opportunities strengthens the client’s business, TLC, and the local New Mexico economy. .

Telecommunications 75

Telecommunications Entertainment outsourcing Contact Center 75

CCNG

OCTOBER 19, 2022

NICE inContact, 2018) Contact center performance drives both loyalty and churn. 90% of consumers said they are likely to stay loyal after a positive call center experience; 73.7% said they are likely to switch after a negative call center experience. CCMC, 2017) 56% of customers with a problem experienced rage.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

AWS Machine Learning

NOVEMBER 27, 2023

Amazon Transcribe Call Analytics now offers a new generative AI-powered summarization capability (in preview) that automates post-call summarization to improve contact center agent and manager productivity. Carbyne is a software company that develops cloud-based, mission-critical contact center solutions for emergency call responders.

Analytics 84

Analytics Self service Entertainment Contact Center 84

Uniphore

JUNE 22, 2021

Nobody was listening when these call center agents were ranting about their everyday challenges. So, we had to make their rants more entertaining. You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. . #2

Call Center 87

Call Center Entertainment Contact Center Benchmark 87

Talkdesk

OCTOBER 12, 2020

Financial institutions’ contact centers are inundated with heavy call volumes resulting in long hold times and time-to-callback. These banks are building new processes, incorporating new technologies and training their teams for #TheNewNormal. So how can these institutions avoid leaving customers on hold?

Banking 83

Banking Interactive Voice Response Self service CRM 83

NICE inContact

MAY 18, 2017

Some of the most notable successful pivots would include Nokia, moving from a pulp-and-paper company more than 100 years ago into a technology and cell phone leader in the early 2000’s. Growing up my family made a weekly visit to the video store typically Fridays after school so we could pick up some entertainment for the weekend.

Entertainment 54

Entertainment Healthcare Contact Center Technology 54

BlueOcean

OCTOBER 4, 2022

If the plane doesn’t fly, I don’t care about the inflight entertainment… CX should be the same,” she says. Blockchain technology isn’t losing its buzzword status anytime soon. Shelli Ryan, CEO and Founder of Ad Hoc Communication Resources, presented a report about blockchain in the contact center and its impact on customer experience.

Entertainment 62

Entertainment Customer Experience Contact Center Technology 62

Anexa BPO

NOVEMBER 6, 2022

There were also numerous exhibitions and demonstrations, where attendees could see the latest technologies and solutions in action. In addition, a Tex-Mex theme prevailed through the entertainment elements of the event – which serves to raise the profile on the importance of the Spanish-speaking market across all industries.

Journey mapping 52

Journey mapping Business Process Outsourcing Entertainment outsourcing 52

DMG Consulting

AUGUST 16, 2022

IVAs Are Not Just a Contact Center Solution. Intelligent virtual agents have already demonstrated their value to contact centers and other service departments, but this is just the beginning of the contributions they can make to enterprises. Like what you’re reading? Signup for DMG’s free monthly newsletter.

Self service 48

Self service Interactive Voice Response Virtual Agent Contact Center 48

Fonolo

JANUARY 29, 2019

So, there is a limit to self-service, which will always lead the customer back to the loving arms of the call center. Without further ado, here are some surprising, fundamental, and/or entertaining stats about the call center, a customer service lifesaver that is here to stay: The most frustrating aspect of the customer service experience?

Call Center 85

Call Center Airlines Contact Center Self service 85

Avaya

APRIL 9, 2019

Athletes are more entertaining, stats are more revealing, tech is more advanced, and the experience is prime! Technology continues to advance and plays a huge role in fan engagement and making sports a thriving business. Integrated Call Centers Contact centers have the opportunity to redefine the fan experience.

Entertainment 51

Entertainment Social media contact Contact Center Technology 51

Taylor Reach Group

DECEMBER 14, 2021

When I landed in the technology sector 25 years ago, I recall the light-speed innovation launch pace, the enthusiasm, the optimism and how every day seemed to be turning the page on one conventional notion or another. Technology brands we thought were unshakable were getting swallowed up, outpaced, and becoming irrelevant in the wake.

Contact Center 76

Contact Center Technology Entertainment Consulting 76

Avaya

JUNE 1, 2017

Undoubtedly, technology is shaping the modern fan experience. Today’s fans don’t want to just watch an event—they want to be at the center of it. But to advance and future-proof these experiences for teams and stadium operators, they need to be tied to the latest and greatest technology. Communications that Come Full Circle.

Technology 50

Technology Wireless Coaching Analytics 50

NICE inContact

JUNE 28, 2019

It might surprise you that reducing stress and providing entertainment are two of the more significant ways that brands can inspire positive emotions. Soft skills: Emphasizing the right KPIs in the contact center and giving agents the freedom to go off script and use customer data to make connections is key.

Entertainment 67

Entertainment Scripts Self service CRM 67

Fonolo

FEBRUARY 19, 2019

Initially, we focused on more technical aspects of the contact center, but over the years we expanded to include more of the human aspects of that industry, and the broader universe of customer service as well. Is there #VoiceShrinkage in the Contact Center? AI is Not Reducing Call Center Agent Employment.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62