Contact Center Pipeline
NOVEMBER 24, 2020
I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. Strategies are aligned when: You can map the relationship between business and contact center goals.
CCNG
OCTOBER 25, 2023
In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Key Points from Discussion Behind every great customer experience is a great employee enabled by great technology.
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CCNG
FEBRUARY 21, 2024
Prior iterations of self-serve technology have been associated with decreased customer satisfaction, but LLMs have really changed the landscape. This technology is more than a complex web of pre-written prompts. The journey for your AI strategy could begin with your knowledge base. Thanks to our colleagues at Shelf.io
NobelBiz
APRIL 23, 2024
Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements.
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In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital experiences matter more to tech shoppers – they value free and fast delivery This report details the growth in customer touchpoints across a purchase—and the steps (..)
Mindtouch
MAY 19, 2020
Some day companies will learn the lesson that technology is not equal to strategy. So, again companies are blindly flailing about, hoping for a technology life-vest just to keep head above water. Some day companies will learn the lesson that technology is not equal to strategy. This looks set to do the same.
ShepHyken
SEPTEMBER 29, 2023
After a positive customer service experience, 89% of consumers report they are more likely to return and make another purchase. Creating the Employee Engagement and Customer Experience Strategies Building a successful synergy between employee engagement and customer experience requires a holistic approach.
Speaker: Scott Schoenherr, SVP Operations/Technology, HealthCare Claims Management, Mary Hall, Founder/CEO, CultureWise Consulting and Max Ball, Director of Product Marketing, RingCentral
You have probably heard the quote "Culture eats strategy for breakfast." You can introduce all the state-of-the-art technology, but if you don't address culture first, your transformation is going to fall short. As you embark on your CX transformation journey, the first step is to focus on your culture.
Speaker: Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, 8x8
As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Speaker: Melissa Pollock, Customer Success Officer, AmplifAI
With new technologies and emerging methods, managers must be both proactive and relevant in order to keep their agents engaged. This webinar will explore 4 strategies that contact center leaders can use to lead and coach their agents and supervisors to stay ahead of the productivity curve. What to identify, document and share.
Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology
Between new technologies and unpredictable events worldwide, it can be difficult to know what challenges we should be ready for. In this exclusive webinar with Dr. Karl Kapp, you'll learn how to make intelligent, informed decisions for your organization's future by looking to the convergence of technology, learning, and business needs.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. Technology. Implementation Strategies for 2021. January 7th, 2021 at 1pm CT
Speaker: Sam Hahn, VP of Technology & Technology Evangelist, eGain Corporation
Barriers to adoption include identifying use-cases, getting and sustaining funding, formulating a strategy, and lack of staff skills. How to form a clear strategy to succeed in using AI. What the top trends are, the best practices, and real-world use-cases in using these new technologies.
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