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.

2018 Contact Center Technology Survey Reveals Critical Needs

Contact Center Pipeline

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take stock of their technology views. New technologies […].

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.

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.

Build a bot with the Genesys PureCloud platform and Amazon Lex

The GenesysTM PureCloudTM platform was the first contact center solution to provide a direct Amazon Lex integration—giving you a powerful and simple tool to create a customer experience that’s the best available IVR technology in the market.

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.

Technology: The Catalyst for Service Excellence

Contact Center Pipeline

Technology call center call routing contact center contact center technology CRM Knowledge Management WFO workforce optimizationI’m pretty sure, regardless of the size of your center or company, you seek to deliver a great customer experience. And I’m willing to bet your customers have a choice of channels. Unfortunately, I’m almost nearly as confident that your customers sometimes feel pain from their inability to easily cross channels and achieve the coveted […].

Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs

Contact Center Pipeline

Technology call center contact center headsets Sponsored PostsContact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and well-seasoned staff to use these networks.

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.

Technology Helps with Understaffing

Strategic Contact

While technology is not a “white knight” riding in to solve the staffing problems, it can be used. Read More » Technology

Cloud Ushers in “New Rules” for Technology Selection

Contact Center Pipeline

Buyers want the benefits of advanced technology without the bottlenecks that hampered premise-based selection, implementation and upgrades. Procurement processes are undergoing change in concert with the revolution ushered in by cloud solutions.

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

Limitations in KBA technologies

TRUSTID

As more organizations disclose major data breaches, the market is realizing the limitations in knowledge-based technologies to authentication callers. A curious trend is taking place in caller authentication.

Contact Center Industry Stats – Technology

Taylor Reach Group

Below, we will be discussing Contact Statistics related to the various technologies within the Call Center. Contact Center Technology Statistics: 86% of consumers are willing to pay more for an upgraded experience. 60% of agents agree that their company doesn’t always provide the technology that staff needs to address the challenges they face when helping customers. WFM Technology: WFM/technology – Since 2015, the reported figure has risen by over a sixth, from 24.5%

Best Practices for Managing Cloud Technology Solutions

DMG

Best Practices for Managing Cloud Technology Solutions. 7/2/2018. By Donna Fluss. DMG helps companies select all types of contact center and back-office systems. During the past few years, many of our clients have expressed an interest in acquiring cloud-based systems.

Results are IN for the 2018 Contact Center Technology Survey

Strategic Contact

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take stock of their technology views. New technologies. Read More » Technology

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: 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.

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.

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

22 Call Center Technology Leaders Reveal the #1 Mistake Companies Make When It Comes to Purchasing Speech Analytics Software

Callminer

Like all major technology investments, purchasing speech analytics software comes with a bit of pre-planning and analysis. You need to determine how your company can best leverage this technology to ensure compliance, enhance customer service, support agents and reps, and get […].

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?

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.

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.

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.

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.

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.

5 Ways Technology Can Improve Your Customer Satisfaction Rates

Aspect

In an effort to establish themselves as a brand known for service and to keep up with a competitive market, companies are turning to technology to meet customer demands. Here are five ways technology can improve your customer satisfaction rates.

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.

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.

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.

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.

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.

How Technology & Customer Experience Have Changed the Employee Learning Landscape

Call Center Weekly

a disruptive AI technology that enhances sales and NPS performance by accelerating employee skill development with data-driven micro-learning and predictive coaching & recognition. CCW Learning & Development 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.

5 Technologies That Reduce Customer Effort

VocalCom

The technologies used in modern contact centers are instrumental in delivering great customer experiences. Customers seek effortless experiences, and the key to satisfying them is by using technologies in ways that serve their needs. Here are five ways to reduce customer effort through the efficient use of contact center technologies. Many brands use IVR menus to serve their mobile customers, believing that the technology saves time.

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.

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.

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!

7 More Technologies To Jumpstart Your Customer Service

Customer Service Life

At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better.