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.

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.

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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 evaluation

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.

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.

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.

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.

Speech Analytics: Changing the Game for Contact Center Technology

inContact

Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology. The post Speech Analytics: Changing the Game for Contact Center Technology appeared first on inContact Blog.

Technology Is Raising the Customer Service Standard and Creating Overwhelming Customer Loyalty

Win the Customer

Innovation in technology is raising the customer service standard and we''re just beginning to see its impact in the customer experience. Customer Experience Customer Service Technology

3 Technology Keys to Boost Your Customer Service Efforts

Win the Customer

Like many aspects of business, customer service is an ever-evolving part of everyday operations that is constantly changed by developments in technology. Call Center Customer Experience Customer Service TechnologyCustomer expectations have changed in the information age, and many businesses are falling behind – Fonolo reports that only 26 percent of consumers had a positive response when asked if they thought customer […].

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!

Zebra Technologies Expands Global Customer Service With inContact

inContact

Zebra Technology manufactures and sells computer printing technologies for a variety of sectors, all over the world. Call Center Architect, Zebra Technologies. Zebra Technologies began with the Asia Pacific region, then the European office.

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.

6 Keys to Successful Contact Center Technology Change Management

inContact

Success Depends On More Than Just Technology. You’re implementing a new technology solution – great! Hopefully with these tips – combined with your awesome new technology platform and your amazing project team – will set you up for success for your next change or implementation. The post 6 Keys to Successful Contact Center Technology Change Management appeared first on inContact Blog. Change is hard. As humans we are creatures of habit.

Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance

Callminer

The post Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance appeared first on CallMiner.

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.

Guest Blog: 4 Technology Solutions to Help You Manage Customer Service More Effectively

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. Companies must invest in new technologies to reach people on their mobile.

100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More

Callminer

Of course, technology advances now […]. The post 100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More appeared first on CallMiner.

Technology For Personalized Service In Non-Personal Customer Interactions

Win the Customer

Why do customers still hold on to the need to for a human-to-human interaction, even when the information available with technology is much more abundant and accurate than relying solely upon a human being? Customer Experience Customer Service Management Technology

Ensuring a Successful Go-Live Launch for Your Call Center Technology

inContact

You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. The post Ensuring a Successful Go-Live Launch for Your Call Center Technology appeared first on inContact Blog.

4 Ways to Win with a Multi-Channel Contact Center with Service and Technology

Win the Customer

Multi-channel is more important than ever as customers expect information to be available when instantly and through the channels they already use daily. Call Center Communication Customer Experience Customer Service

How self-service technology is changing the contact center job landscape

Ian Jacobs

Over the holidays, I was a guest on the Modern Customer Podcast , a wonderful podcast hosted by Forbes' blogger Blake Morgan. She describes the podcast as providing "surprising and counter-intuitive insights on customer experience, social customer service and content." No pressure there, then.

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.

So, what is the future of work?

Aspect

Cloud services ensure that they are using the latest technologies with easy updates, are independent of devices and most importantly have the convenience of mobility. But with the right application of technologies and a vision for sustainable development, the future for both agents and A.I.

Hot Trends Impacting Contact Centers: A Sole Source of Data

Contact Center Pipeline

Technology call center contact center data management data sourcesIn our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial intelligence and millennials.

Blending AI with Human Support

Contact Center Pipeline

Technology agent empowerment AI artificial intelligence call center contact center customer service machine intelligenceThe future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately.

Hot Trends Impacting Contact Centers: Artificial Intelligence

Contact Center Pipeline

Technology AI artificial intelligence call center chatbots contact center Knowledge ManagementWe can’t publish a series on trends without including artificial intelligence (AI).

Hot Trends Impacting Contact Centers: Millennials

Contact Center Pipeline

Technology call centers contact centers customer experience digital transformation employee engagement millennialsThe impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders.

Mobile Technology and Gaming Create Better Customer Experiences

Win the Customer

Customer Experience TechnologyIn the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences. The idea behind gamification is quite simple: by applying game mechanics to tasks or functions that typically have no entertainment value, you provide people with motivation to partake in these tasks. If […].

Call Center Training Tips: 51 Expert Tips on Training Technology, Agent Onboarding, Ongoing Training & Coaching, and More

Callminer

From training technologies to effective […]. The post Call Center Training Tips: 51 Expert Tips on Training Technology, Agent Onboarding, Ongoing Training & Coaching, and More appeared first on CallMiner. Call center agent training is a continuous process; it doesn’t end once the onboarding process is complete.

Learn from Apple, Don’t Rush Technology to Fix the Call Center, Get the Experience Right

Win the Customer

Apple knows who they are, understand the needs of their customers, and they have a clear vision for the customer experience they want their customers to have. They stick with their plan and execute it to perfection time and time again. Customer Service Good Reads Recommended What I''m Reading

Four Considerations When Planning for AI in the Contact Center

Blueworx

As with all disruptive technology, it takes time for […]. Blog AI Artificial Intelligence Cognitive Contact Center Contact Center Disruptive Technology Technology RevolutionThe adoption of Artificial Intelligence (AI) has been said to have been “right around the corner” for at least a decade. The post Four Considerations When Planning for AI in the Contact Center appeared first on Blueworx.

Big Decisions Loom Beyond the “Cloud vs. Premise” Debate

Contact Center Pipeline

Technology call center cloud solutions contact center enterprise telephony phone systems premise solutions voice communications voice networkChoices, choices, choices. They are great and yet overwhelming when considering platform replacement.

The Straight Scoop on Contact Center Analytics

Contact Center Pipeline

Technology analytics call center contact center customer data predictive analyticsMost contact centers know they need a more analytical approach to understanding the customer experience.

When is Customer Experience Bad for Business? When Technology Gets In the Way of Service.

Win the Customer

If Apple designed a phone based on cell phone users of the early 2000''s we''d all be rocking Motorola Razrs and no one would have heard of the iPhone. Customer Service

Cloud Contact Center: Customer Centricity with Great Agility & Less Cost

Aspect

Cloud Contact Center Software English/US Innovations/Technology aberdeen report Cloud Contact Center customer centricity investmentsCloud computing has been hyped in the media and in IT circles for almost a decade now.

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.

What Users Request Most in a Headset

Contact Center Pipeline

The company has created a line of premium headsets and audioconferencing systems that utilize technologies originally researched and developed for devices such as […]. Technology audio solutions call center contact center contact center headsets unified communications equipment

Top Trends in Technology

Brad Cleveland

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