Thu.Sep 05, 2019

Back to Basics: Contact Center Trending Technology 101

Upstream Works

The world of customer experience management is expanding and growing in complexity at an alarming rate. The requisite buzzwords seem to be promoted enthusiastically on each vendor’s website – all vying for a spot at the forefront of innovation.

Artificial Intelligence is Transforming Customer Care

NICE inContact

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? Probably not for some, but it does hold promise! Keeping up with technology – and combing through all the hype that surrounds AI – can be a real challenge.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Cleaning Up a Customer Relationship Mess: Going Back to Basics

Fonolo

People like shiny new things. The same cannot always be said about pesky new software updates and releases to the platforms and apps that have become fixtures in both our personal and professional lives.

Contact Center Pipeline Magazine: Inside Our September 2019 Issue

Contact Center Pipeline

As I write this month’s message, I’m looking out the window at a beautiful, sunny day in Annapolis, MD. The Weather Channel is predicting a different story for our friends to the south over our Labor Day holiday weekend as they are in the bulls-eye of Hurricane Dorian.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Live Chat Plugin for WordPress: 8 Ways It Can Power up Your Customer Service Game

ProProfs Blog

Do you know that the world’s most popular and widely used content management system now powers 34% of all websites on the internet? Question is, why is WordPress so popular?

More Trending

Slack's Guru Power Users Share Their Knowledge Management Best Practices

Guru

When Slack’s Customer Experience team first started using Guru in 2016, the goal was to manage their team’s internal knowledge so their Customer Experience Agents could answer customer questions quickly and confidently.

Are you putting your customer relationships at risk?

TRUSTID

Are your call center agents wasting valuable time and money interrogating good customers over the telephone channel?

How You can Create Loyal Customers in Financial Services With the Help of an Outsourced Call Center

Advantage Communications

Customer experience (CX) leaders in the financial services need to create frictionless experiences for customers that perfectly balance customer satisfaction, reduced customer effort and a personal service.

The importance of enforcing data privacy regulations

Customercount

CustomerCount is mindful of data privacy when collecting and securing data. The case against Google and YouTube shows we all need to follow the regulations. Continue reading → The post The importance of enforcing data privacy regulations appeared first on CustomerCount.

66

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Plan for Virtual Assistants

Strategic Contact

There is a great deal of buzz in the contact center air about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away. Yet for many centers, agent-handled contacts still dominate – and will for the foreseeable future.

John Locher – WRAP partner and timeshare Olympian

Customercount

We catch up with CustomerCount WRAP partner John Locher, the ideal professional to educate our marketplace about the feedback and survey tools we provide. Continue reading → The post John Locher – WRAP partner and timeshare Olympian appeared first on CustomerCount. News John Locher Wrap partner

How to Dial South Africa from the United States

Avoxi

Request Demo Talk to an Expert Contact Us For many customers, calling a business abroad can be difficult. Every country has its own unique dialing format, and some countries even have phone numbers with different numbers of digits.

62

Driving the Hotel Industry with Innovation in Australia and New Zealand

Noble Systems

In the last few years, Australia and New Zealand have seen a massive boom in tourism. Australian capital cities such as Sydney, Melbourne and Adelaide saw 80% occupancy in 2018, with revenue per available room (RevPAR) expected to increase by more that 3% in 2019.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Ask the Right Questions: 6 Essential Questions you Need Answered before Committing to a Cloud Contact Center Platform 

SharpenCX

It’s rare in our lives that we make big purchases that tie us to long commitments. If you buy a pair of jeans and later decide you don’t like the fit, it’s not hard to resell them, return them, or. Read More.

Top 7 questions IT professionals ask about WFM

teleopti

IT professionals are easy to please so why is life so complicated? Dave Hoekstra at Calabrio explores the niggling doubts that can get in the way of building an efficient Workforce Management (WFM) framework. IT professionals are easy to please.

Finding the Perfect Vendor

Interactions

By early 2020, companies plan to more than double their adoption of Intelligent Virtual Assistants (IVA). The demand for Conversational AI technology in customer care is high, and so the question becomes how to implement the right solution. To build or to buy?

4 Facts You Need To Know About Freelance Interpreters

Certified Languages International

One of the most controversial topics the language industry has faced in recent years has been the use of freelancers and/or independent contractors as interpreters by language service companies.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Conversations with Clients: Ding Yi (Allen), Ant Financial, Part I

COPC

“… the technology revolution (e.g., the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. Ding Yi (Allen), Director of Customer Service. COPC Inc.

4 FACTS YOU NEED TO KNOW ABOUT FREELANCE INTERPRETERS

Certified Languages International

One of the most controversial topics the language industry has faced in recent years has been the use of freelancers and/or independent contractors as interpreters by language service companies.

How Many Remote Call Center Agents Should You Have?

ChaseData

Most contact center managers understand the benefits of adding remote call center agents to their staff. However, knowing where to draw the line between enough and too many remote team members can be tricky.

[Guide] Interactive Voice Response (IVR): Meaning, Benefits and Setup

JustCall

What is an IVR or Interactive Voice Response? IVR or Interactive Voice Response is a telephone-based menu system that interacts with the caller, gathers the required information and connects the caller with the appropriate recipient.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Northern Powergrid Introduces New Service for Sign Language Users

CSM Magazine

How to Improve Performance by Focusing on What is Working

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Max Yoder, Co-Founder & CEO of Lessonly. Some solutions are counterintuitive.

Don’t Let Your Contact Center Fall Into the Complexity Trap

Cisco - Contact Center

Vaunted NASA engineer Gene Krantz, who directed the Apollo and Gemini space missions, was credited with coining the phrase “failure is not an option” in regards to solving the challenge of getting the Apollo 13 astronauts back to Earth safely. Is the same true for contact centers ? Too Many Options Can Lead to Errors. Researchers recently showed the effects of having too many choices. Shoppers at an upscale market were offered 24 types of specialty jams, complete with free samples.

AI-powered Call Out Lines save you time and keep your company compliant.

Call Experts

Ideally, your team would never miss a day of work. . For every sick day, tardiness, or call out, your team becomes short-staffed and overburdened with extra work. Often, the tasks related to HR reporting get pushed to the side, become unorganized, or sometimes even lost.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about: AI: The basics. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience. Successful implementation of AI support in your center. Recommendations for your AI superpower pack.

Are Your Advertising Goals SMART?

Salmat

Planning is essential to advertising success, however, your plan is only as good as the goals it is based on. Now think about your advertising goals. Maybe you want to attract new customers or increase awareness in your local market. Sounds like a worthy goal – but is it really SMART

The Power of Employee Engagement

Brad Cleveland

The impact of employee engagement is incredible. In fact, engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according to the Temkin Group, a US firm focused on customer experience.

How much does a letterbox drop cost?

Salmat

Letterbox advertising should be viewed as an investment. If you plan your campaign carefully, it will drive incremental sales and pay for itself