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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.

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Five Key Decisions for Buying Contact Center Technology

Contact Center Pipeline

In earlier writings, I’ve offered up guidelines for purchasing cloud technology that focus on pricing, service level agreements, and the statement of work.

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Guest Post: How Voice Technology Can Improve Customer Service

ShepHyken

She writes about how businesses can utilize modern voice technology to create a better experience overall for their customers. As new technologies evolve and adapt, modern businesses are finding new opportunities to have engaging, empathetic and efficient conversations with their customers.

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Make Contact Center Technology a Strategic Tool

Contact Center Pipeline

So, here’s one thing I know for sure: Contact center technology can be absolutely transformative. But achieving that end result all boils down to the fundamentals of defining, planning, selecting, implementing and supporting technology. Technology call center contact center cross-functional collaboration sourcing strategy technology implementation technology planning technology procurement technology project planning technology ROI

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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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The Case for Staff to Support Technology

Contact Center Pipeline

Companies often exhibit a failure of imagination when implementing new technology. Leadership can readily imagine the power of the new tools but can’t extend that vision to the people who’ll use and derive value from the tools on a daily basis.

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Align Business, Contact Center and Technology Strategies

Contact Center Pipeline

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. The center is equipped with (or pursuing) technology that enables both.

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25 Call Center Technology Trends to Watch in 2021

Callminer

Read this blog to learn about the 25 top trends for 2021 in call center technology

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Treat Technology Partnerships Like a Marriage!

Contact Center Pipeline

In 1988 I wrote an industry article, titled “Life with Multiple Vendors”, which appeared in the Service Level Newsletter, published by ICMI. The message in that article underscored the value and importance of working together, as one team, to achieve operational success.

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Guest Blog: 5 Ways To Leverage Technology For A Better Customer Experience

ShepHyken

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. So, what part does technology play in this? How to leverage technology for a better customer experience.

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The Reciprocal Nature of ROI: Maximizing Value for the Customer

Speaker: Sarah Tarraf, Director of Customer Experience, Gongos & David Robbins, Account Strategist, Gongos

Despite increasing investment in new tools and technologies, executives still struggle to demonstrate their impact on the customer. Instead, we must focus on the ability of organizations to drive actionable change across the enterprise by transforming the design and delivery of experiences.

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6 Benefits of Real-Time Speech Analytics Contact Centers Cannot Ignore

Provana

Real-time speech analytics technology has tremendous potential to transform any collections-focused call center from the inside out. Read all benefits here

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Four Key Contact Center Technologies for 2019

Contact Center Pipeline

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s next in contact center technology. My team of consultants identified the top things we see dominating contact center technology discussions. I’m going to highlight four key technology areas in this post. […]. Technology AI analytics artificial intelligence call center cloud solutions contact center omnichannel robotic process automation RPA technology

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Leveraging voice technology

Spearline

Voice technology is changing the way humans engage with and interact with systems and processes. The post Leveraging voice technology appeared first on Spearline. Whitepaper voice-bot voice-technology

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Waterfield Technologies Welcomes Steve Kezirian as Chief Executive Officer

Waterfield Technologies

Setting the stage for accelerated growth Tulsa, Oklahoma – October 6, 2020 – Waterfield Technologies (WTI), a leading contact center software and systems integrator providing mission critical voice and conversational AI […].

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Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Power.

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Guest Blog: Impact of Technological Advancements on Consumer Behavior

ShepHyken

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. With technological advancements, the market has seen a tremendous shift in consumer behavior. As a result of the technological impact influencing consumer behavior, most company leaderships face an unending challenge to meet consumer expectations.

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Contact Center Technology Trends 2022

Spearline

And, more specifically, what are the contact center technology trends for 2022? Tech is more important than ever The first trend to note is that technology, in general, is looking more important than ever to contact centers. Blog Contact Center Technology Contact Center Trends 2022

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Technology Certainly Has Its Merits, But… – Tip #34

Steve DiGioia

Technology Certainly Has Its Merits, But…. When automation and technology become the new “service goal”, the customer then comes second. Technology certainly has its merits, but to what end – and what are we giving up to have it? Technology Certainly Has Its Merits

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How Technology Services Streamline Solutions

Ansafone

Contact centers can support small, medium and large businesses with technology services that ensure quick response times. Whether a business is communicating with clients or simply collaborating with its partners, there are several technology services that should be utilized to secure results.

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How to Evaluate ASR Solution Brief

There is a fundamental difference between 1st generation, 2nd generation, and modern-day ASR solutions that use 100% deep learning technology. Get the information you need to ensure your evaluation experience yields the data you need to make your purchasing decision.

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A Glimpse To The New Trends In Humanizing Technology

Beyond Philosophy

The post A Glimpse To The New Trends In Humanizing Technology appeared first on Customer Experience Consulting. Social media has changed many things about our lives.

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25 Call Center Technology Trends to Watch in 2021

Callminer

Technological Trends. ” – Julie Bai, Call Center Technology and Trends Every Business Leader Must Know in 2020 , Nextiva; Twitter: @Nextiva. ” – Call Center Technology Trends for 2020 , Expivia; Twitter: @expivianow. Technology is easing budgeting stress.

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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 evaluationSome captains may fall prey to “dog and pony” shows that focus on what “could be,” whether the “could be” is a requirement or not. Others are paralyzed by a Fear Of […].

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Important Trends in Workforce Management Technology

Contact Center Pipeline

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Workstreams Affected by Work@Home - Moving From an Emergent WAH to Best-in-Class

Speaker: Eric Berg, CEO, ContactCenterPro Consulting

In 2020 we all had to move fast in order to ensure our customers received the level of service they needed. Now that things have leveled off, many companies are looking at their long term plans and realizing they need to review all work streams affected by moving to a work from anywhere model and modify or improve their technology and standard operating procedures. In this discussion we will provide an overview of all work streams affected by a work from anywhere model, and talk through how you can move from emergent to best in class with your remote workforce.

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Enabling Advisors with Technology

Concentrix

Create exceptional CX by considering both the customer experience and the advisor experience with digital-first technology. The post Enabling Advisors with Technology appeared first on Concentrix.

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Calculating ROI for Contact Center Technology Investments

Contact Center Pipeline

It’s easy to get excited about technology and conjure up all of the benefits that will accrue to the contact center. Technology call center contact center TCO technology cost savings technology procurement technology ROI total cost of ownershipBut you must make the case initially to get funding, and then, ideally, show that you delivered on that promise. Three potential paths to business case development provide opportunities to deliver a return on […].

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3 Things Your Agents Want from Contact Center Technology Today

Vistio

And the technology they use is crucial to their performance. Here are three things agents want from their technology right now. The less technology, the better. Agents say they want less technology, period. Agent Experience Tools & Technology

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Best Technologies for Small Businesses

Win the Customer

The Importance of Using a Secure Fax and a virtual office address where the service provider will forward all of your mail, this is a really good one for Modern technology has made it easier for small business owners to manage and track multiple tasks at the same time.

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CX Transformation Begins with Culture

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." As you embark on your CX transformation journey, the first step is to focus on your culture. 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. Including your front-line early in the strategy, getting buy-in, and focusing on creating a customer-centric culture can accelerate the results of your CX transformation.

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Leverage Collection Technology

NobelBiz

When it comes to technology changes, the Accounts Receivable Management is one of the most reluctant and slow adopter industries, and we can’t stop wondering why… Is it a matter of rules and regulations? Is it a matter of technology?

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Webex Contact Center as a Service Available Through Technology Service Brokers

Cisco CSR

Forming partnerships with Technology Service Brokers Telarus and Intelisys has enabled thousands of agents and traditional Cisco partners to capture the opportunity offered by Cisco Unified Communications. To learn more about our offers through technology service brokers, visit Cisco.com.

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Can technology help organisations meet the recent FCA Consumer Duty requirements?

Callminer

With the introduction of the FCA's new Customer Duty requirements, brands must take an active stance toward assisting and protecting financially vulnerable customers

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The Role of Technology in Customer Experience

Ansafone

In today’s world, we can expect technology to be ever-changing as processes continue to evolve over time. It’s important for businesses to stay up-to-date with emerging technologies in order to be a key player in its industry.

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Why Your Contact Center's Success Depends on Conversational Automation in 2021 (Replay)

Speaker: Derek Roberti, VP Technology, Cognigy

Is AI about to take over contact centers entirely? No. But it is going to power all their interactions, even the human agent ones, as we shall see. Derek Roberti, VP Technology, North America at Cognigy, joins David Hadobas for this webinar replay to discuss the benefit and actions that can be taken with AI in 2021.

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Some Nice Niche Technologies

Contact Center Pipeline

Mainstream technologies get a lot of press. But I’d like to put a spotlight on a few intriguing niche technologies for your consideration: Desktop Analytics Desktop analytics—aka Desktop and Process Analytics, or DPA—captures agent desktop activity. […]. Technology call center contact center context-aware applications desktop analytics gamification speech analytics technology

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Bridgepointe Technologies Acquires CX Powerhouse PPT Solutions

ppt solutions

SAN MATEO, CA, December 28, 2022 — Bridgepointe Technologies (“Bridgepointe” or the “Company”), a tech advisory firm that helps mid-market and enterprise companies bridge the gap between tech investments and business results, today announced that it has acquired PPT Solutions.

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7 New Technologies to Improve Customer Service in 2021

TechSee

As 2021 gets underway, new technologies to improve customer service are emerging, that help businesses boost their service levels while still keeping a firm eye on their bottom line to ensure business continuity in a challenging economic environment. .

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The Converging Technology Ecosystem

Contact Center Pipeline

Over the years, we’ve watched key players in contact center technology change their market positioning. They want the market to take notice as their core technology advances, their product portfolios offer more complete and innovative solutions, and/or they’ve found a new way to fulfill the next big customer need. Technology call center call center technology Collaboration contact center enterprise communications unified communications

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3 Must-Haves on the Path to a Better Customer Journey

Speaker: Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, 8x8

Join this re-released conversation with Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization for 8x8, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.