Technology Worth Following

Contact Center Pipeline

We are interested in defining contact center technology that is worth following today. Technology call center caller authentication contact center contact center technology natural language speech recognition video chat voice biometricsOK, let’s set the ground rules.

New Technology: Leadership Is Essential

Brad Cleveland

New technologies are not passive — to get good results, they must be implemented with foresight and good planning. The purpose of any new technology should be to support the governing principles and mission of your organization.

Chart a Clear Course for Technology Selection

Contact Center Pipeline

Technology selections without strategy, requirements and criteria are like rudderless ships that roam the sea of options without docking at the right ports. Technology call center contact center technology project scope technology selection vendor evaluation

Technology and Digital Media Driving Consumer Experience- ‘What was’ Versus ‘What is’ of Customer Service

Call Center Weekly

To our advantage, with the advent of digital technologies and social media, reaching out to the consumer market and creating a positive brand experience has become less strenuous. Use of technology has the promise to achieve the consistency that the customers crave for.

Study: The Health of the Contact Center

jobs, the challenges they face and how technology will dictate the future of the contact center. customer issues or requests because they’re ill- equipped with technology and training. Tweet this Technology and tools are key to addressing customer. technology will.

New Technology: Leadership Is Essential

Brad Cleveland

New technologies are not passive — to get good results, they must be implemented with foresight and good planning. The purpose of any new technology should be to support the governing principles and mission of your organization.

Learn the truth behind different chatbot technologies

Call Center Coach

There are 3 different generations of chatbot technology found in contact centers, websites, or in an APP experience. Learning about the different chatbot technologies will help you to avoid making uninformed decision that lead to bad chatbot performance and poor customer experiences.

Lassoing the Wild West Contact Center Technology

Call Center Coach

And Lori Bocklund has seen both happen in the current Wild West of contact center technology that exists today. Unstable Contact Center Technology. As Lori states, when it comes to contact center technology, all of this is happening.

How Professional Development Can Make Technology Friendly

Contact Center Pipeline

Technology has become a mainstay in our daily lives. Technological advances enable educators to disrupt learning in ways that were almost … Continued. Education is no different. Professional Development

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX. The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships.

Women in Technology: Nominate Your Unsung Heroes!

Aspect

This summer I have spent some time thinking through the definition of “women in technology”. According to a 2016 report released by the National Center for Women & Information Technology, “ Diversity in computing is lacking.

The Score: Good Customer Service 1 Technology 0

Aspect

The post The Score: Good Customer Service 1 Technology 0 appeared first on Aspect Blogs. Don’t you hate it when you have an urgent customer service matter that requires live assistance?

Choose the Right Speech Analytics Technology

Aspect

Source: CallMiner, Choosing the Right Technology for Your Speech Analytics Project , Marie Meeter. The post Choose the Right Speech Analytics Technology appeared first on Aspect Blogs.

Turn Technology Frustration Into Opportunity

Strategic Contact

Contact center leaders often express frustration with their current technology. Read More » TechnologyYet in our experience, they have substantial opportunities to optimize efficiency and improve the customer experience by getting more out their current investments.

New Technology Dramatically Helps CX

Beyond Philosophy

If you enjoyed this blog, you might also like: Case Study: Enhance Your CX with This Technology. The post New Technology Dramatically Helps CX appeared first on.

Trailblazers for the Future

This complimentary workshop at IDEA Week in South Bend, Indiana has everything you need to know to help agents use today’s multi channel technology to deliver more efficient, effective service — and turn those customers into your new brand ambassadors

TECHNOLOGY GONE TOO FAR, DON’T MAKE THIS MISTAKE!

Victor Midgley

I have witnessed and participated in the technology boom that has targeted the field over the years. Most technology has made a positive contribution, while other technology has brought doom upon the call center. Understanding what technology is appropriate for your … Continue reading "TECHNOLOGY GONE TOO FAR, DON’T MAKE THIS MISTAKE!". I have worked in the Call Center space my entire 25 plus year career.

Top Trends in Technology

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward strategy support center

Be Warned! Technology Isn’t Everything

Beyond Philosophy

But many others look to technology. But technology alone is never the answer. Digital technology can enhance the customer experience. Technology can help, but it’s no substitute for truly caring about your customers. Case Study: Enhance Your CX with This Technology.

Make Sure Technology Sourcing Fits Your Environment

Strategic Contact

Cloud-based technology appeals to contact centers that lack sufficient resources to manage their specialized technology. Read More » Cloud Solutions Technology

Desktop Metal granted seminal Separable Supports patents for its metal 3D printing technology

Customer Experience Matters

Desktop Metal announced today it has been granted seminal patents by the United States Patent and Trademark Office for its Separable Supports technology which enables 3D printing of large, complex parts through metal sintering and the removal of metal support structures by hand.

Stories from the Aspect Labs: Women in Technology

Aspect

Here at Aspect, we celebrate the multitude of conversations centered around women in technology (WIT). But it’s not all bad news, major corporations are advocating for women in technology. The post Stories from the Aspect Labs: Women in Technology appeared first on Aspect Blogs.

The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission

Brad Cleveland

New technologies are not passive — they are changing customer expectations, causing reallocations of resources, creating power shifts in organizations, and changing the responsibilities of agents and managers.

Technology And Its Impact On Consumer Behavior

Etech

Often a company leadership faces unending challenges especially when it comes to the rapid technological changes. Since the emergence of information technology, company communication with its customers took a turn to an unknown destination.

How Does Technology Impact the Customer Experience?

Win the Customer

To innovate and get ahead of competitors and market trends, it’s critical for customer experience leaders to continually evaluate their vision of customer experience and perceive potential technologies that could accelerate the ability to deliver exceptional service experiences.

Guest Blog: Technology Trends That Will Govern the CX Landscape

ShepHyken

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. The breakthrough technologies have swamped the world and it’s the truth that all this change has been enticing for most of us.

RichCall Blog - Summary of Key Contact Center Technologies and Experts

Jon Arnold

This crossed my path recently, and wanted to share it as a good resource/overview of technologies currently leading the contact center space. This is a handy reference post if you want a 5 minute snapshot of what's driving contact center technology and what's coming next. RichCall is a contact center vendor I didn't know previously, and they recently compiled a pretty extensive summary, based on industry research and insights from analysts/consultants/experts in this space.

New Technology Simplifies Remote Access

Strategic Contact

Fortunately, enhancements in core technology and network connectivity, along with the proliferation of cloud systems, create a simplified approach to remote access to contact center systems.

These 8 Technologies Are Transforming the Contact Center

DMG

These 8 Technologies Are Transforming the Contact Center. This technology is finally delivering on its potential to find the root cause of customer issues and is starting to be used outside of contact centers to enhance the customer journey throughout the enterprise. The success of speech analytics demonstrates how good technology accompanied by best practices is a winning formula for companies that can afford the investment.

Santa’s New Technology from Pipkins

Pipkins

The post Santa’s New Technology from Pipkins appeared first on Pipkins. As you probably know, Santa’s call centers have been using Pipkins for their scheduling and forecasting for some time now.

How to Improve Your Contact Center Technology in 2018

Aspect

Here are five suggestions to improve your contact center technology in 2018. The post How to Improve Your Contact Center Technology in 2018 appeared first on Aspect Blogs. 2017 was a banner year for the economy, but not all businesses benefitted the same.

How to Improve Your Contact Center Technology in 2018

Aspect

The post How to Improve Your Contact Center Technology in 2018 appeared first on Aspect Blogs. Customer Experience English/US Innovations/Technology AI contact center contact center solutions customer service CX self-service

How Technology Contributes to Customer Experience

Win the Customer

Technology can enhance many aspects of customer experience, but most companies […]. Technology By being proactive, a company can dazzle its customers with great service. The biggest payoffs often come from providing information and setting expectations.

Case Study: Enhance Your CX With This Technology

Beyond Philosophy

That’s the goal of Carnival Corporation’s new Ocean Medallion technology , a wearable device that will debut on the Regal Princess cruise ship later this year. Like all data, though, wearable technology has its limitations.

Taking Risks in the Classroom, Emerging Technologies, Social Change, & More

FreshGrade

Some educators feel meager budgets will prevent them from preparing students for a labor market that could be radically reshaped by emerging technologies such as artificial intelligence. ” The post Taking Risks in the Classroom, Emerging Technologies, Social Change, & More appeared first on FreshGrade. Fresh Ideas digital portfolio e-portfolio edchat edtech education freshgrade learning school culture teacher Teaching technology weekly roundupBusy week?

Taking Risks in the Classroom, Emerging Technologies, Social Change, & More

FreshGrade

Some educators feel meager budgets will prevent them from preparing students for a labor market that could be radically reshaped by emerging technologies such as artificial intelligence. ” The post Taking Risks in the Classroom, Emerging Technologies, Social Change, & More appeared first on FreshGrade. Fresh Ideas digital portfolio e-portfolio edchat edtech education freshgrade learning school culture teacher Teaching technology weekly roundupBusy week?

4 Best Technologies for Small Businesses

Win the Customer

Modern technology has made it easier for small business owners to manage and track multiple tasks at the same time. The following are four essential technologies for small businesses. The post 4 Best Technologies for Small Businesses appeared first on Win the Customer!

Technology and Humans Deliver the Best in User Experience

Blueworx

The post Technology and Humans Deliver the Best in User Experience appeared first on Blueworx. I bet you can recall the last time you had a really terrible customer experience. It was probably pretty recent and could still be as fresh as day in your […].

The Evolution of UC Technologies - My Latest on TechTarget

Jon Arnold

Am way behind sharing my recent published posts here on the blog. ITExpo was very good last week, and I'll have a post on that any day now. Looking ahead, I've got a post coming about next month's Enterprise Connect, so watch for that as well.

Elevated CX Is Achieved by Empowering Agents Through Tools and Technology

Bright Pattern

So, it should come as no surprise that three out of five of our top tips for elevating the customer experience in enterprise contact centers are related to agent engagement and empowerment through tools and technology. According to Gallup, highly engaged customer service teams achieve, on average, a 10% increase in customer ratings and a 20% increase in sales.