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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 […]. MORE
Leveraging Technology to Increase Customer Engagement The goal of increasing customer engagement is central to any effective sales and marketing plan, and for good reason. Technology virtual call center MORE
A CCaaS Solutions Provider’s CEO Offers His Thoughts on the 2018 Contact Center Technology Survey Findings As the second line of the 2018 Contact Center Technology Survey special report puts it, “Some things never change.” MORE
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. MORE
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. However, the new and the robust technologies have removed the loops and have provided humans with the opportunity to work at a lower rate of defection. MORE
Solution: Two New Technology Trends. Utilizing both advanced data analytics and innovative AR remote assistance technology yields a highly efficient solution for customer service operations that directly reduces the need for truck rolls. The Truck Roll Challenge. MORE
We examine 30 significant trends that impact the direction of management practices and WFM technology. Workforce Management AI analytics artificial intelligence back-office call center cloud solutions contact center contact center technology SaaS scheduling apps small call centers software as a service WFM workforce managementAt Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. MORE
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. MORE
Technology is the great enabler but too often falls short in delivering promised results, leaving users and executives frustrated. Whether pursuing exciting new technology or refreshing existing systems, IT and the contact center need to work together to deliver better outcomes. Here are our top tips for optimizing new or existing technology to the benefit […]. Technology call center contact center IT partnership technology management MORE
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 MORE
Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects. MORE
Adding a visual element to these remote maintenance technologies will take the effectiveness of field service organizations to the next level, in terms of both preventative and corrective procedures. The post Enhancing Remote Maintenance using Visual Technology appeared first on TechSee. MORE
But many others look to technology. But technology alone is never the answer. Digital technology can enhance the customer experience. This is pretty much par for the course for telecoms, which I’m sorry to say have consistently pursued a “customer experience” philosophy of improving their technology while cutting customer service costs. Technology can help, but it’s no substitute for truly caring about your customers. MORE
While technology is not a “white knight” riding in to solve the staffing problems, it can be used. Read More » Technology MORE
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 MORE
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. Theme parks aren’t really my cup of tea, partly because I don’t see the point of buying a $100 ticket so I can spend half my day sweating in long lines. Surely there are places that will let me stand in line for free! MORE
When you put your people and your customers at the center of your process and technology decisions, […]. COVID-19 has impacted everyone’s lives in so many ways. MORE
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 MORE
Why Are We Scared of New Technology? We have some exciting new technology for CX. Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. This episode of The Intuitive Customer asks the question Why Are We Scared of New Technology? It turns out, we have been here before with new technology. What was this crazy technology? MORE
Advances in technology continue to accelerate an exponential rate. What were the biggest technology-related concerns for customer care and contact center leaders in the past year? Technology call center contact center technologyIf you blinked in 2018, you may have missed the latest developments in today’s digital B2C and B2B environments. Read on to find out! We’ve compiled the top most-read […]. MORE
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? Technology (or the ease of access to it) opens up options for people; they can take their business anywhere they want. . As we will see in the next section, technology is already helping businesses reach their customers faster and provide a delightful experience. MORE
Buyers want the benefits of advanced technology without the bottlenecks that hampered premise-based selection, implementation and upgrades. Technology call center cloud solutions contact center request for proposal RFP service level agreement SLA SOW Statement of Work technology implementation technology sourcingProcurement processes are undergoing change in concert with the revolution ushered in by cloud solutions. MORE
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 […]. MORE
Too often, the pursuit of technology is driven by speed and constrained by resources. Input from all parties that touch the technology, directly or indirectly, gets you off on […]. Technology call center call center technology contact center technology implementationExperience shows this to be a bad combination. Getting implementation right takes time, well-structured plans, and commitment from the contact center, IT, vendors and/or their partners. MORE
Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Technology also exists that captures customers’ authentic emotion measurement using facial recognition software. I believe both of these technologies are the future for Customer Experience and, in some cases, the now. Now, all they need is your face, so it’s less intrusive than the movie’s predicted technology. MORE
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 MORE
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. MORE
Technology call center contact center employee engagement intelligent self-service Knowledge Management scheduling apps workplace stress managementFor years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and keep employee productivity on point. Often these programs have offered third-party gym memberships or health and wellness fairs for employees to attend during lunch or while on a break. MORE
From better customer experience, to reduced operational costs, to improved agent experience, these technologies can transform your business in so many ways. The employees were skeptical and baffled that a technology could hold so much promise. . Technology MORE
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 […]. MORE
Join this distinguished panel of successful women who are members of the technology community as they discuss what they do, how they got there and show you don't need to be on the nerdy side of tech to be successful. Events customercount webinar Women in technology MORE
52 Technology agent optimization call center contact center desktop communications Knowledge Management performance management quality monitoring technology trainingIf you manage a contact center, you know the drill. Agents struggle to achieve proficiency and meet performance goals. Supervisors don’t do enough—or the right kind of—coaching to develop them into great, content, and loyal employees. Lots of reports get produced but don’t seem to lead to targeted improvements. MORE
The realities of small centers and big technology can make these rather simple goals feel daunting. But excitement abounds with today’s technology solutions, including cloud, suites and managed services. Technology call center cloud solutions contact center managed services technologyEvery small center aspires to deliver good (or great!) service to customers and offer a good (or great!) place for employees to work. MORE
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 […]. MORE
Technology Related Topics Contact Center Pipeline
OCTOBER 26, 2017
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.
Contact Center Pipeline
NOVEMBER 21, 2019
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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Contact Center Pipeline
JULY 28, 2020
We examine 30 significant trends that impact the direction of management practices and WFM technology. Workforce Management AI analytics artificial intelligence back-office call center cloud solutions contact center contact center technology SaaS scheduling apps small call centers software as a service WFM workforce managementAt Pelorus Associates, we have studied the workforce management (WFM) space for over a decade.
ShepHyken
NOVEMBER 16, 2018
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.
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Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.
Beyond Philosophy
FEBRUARY 14, 2020
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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Contact Center Pipeline
AUGUST 15, 2018
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 […].
Contact Center Pipeline
JANUARY 23, 2019
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
Working Solutions
SEPTEMBER 1, 2020
Leveraging Technology to Increase Customer Engagement The goal of increasing customer engagement is central to any effective sales and marketing plan, and for good reason. Technology virtual call center
Contact Center Pipeline
DECEMBER 19, 2018
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 […].
Advertiser: ZoomInfo
Test your recruiter-brain with this crossword puzzle, which reveals the best ways to move forward in your efforts with every answer!
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TechSee
JULY 8, 2020
Adding a visual element to these remote maintenance technologies will take the effectiveness of field service organizations to the next level, in terms of both preventative and corrective procedures. The post Enhancing Remote Maintenance using Visual Technology appeared first on TechSee.
ShepHyken
NOVEMBER 29, 2019
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? Technology (or the ease of access to it) opens up options for people; they can take their business anywhere they want. . As we will see in the next section, technology is already helping businesses reach their customers faster and provide a delightful experience.
Customercount
SEPTEMBER 1, 2020
Join this distinguished panel of successful women who are members of the technology community as they discuss what they do, how they got there and show you don't need to be on the nerdy side of tech to be successful. Events customercount webinar Women in technology
TechSee
OCTOBER 2, 2018
Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects.
Advertisement
In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!
Contact Center Pipeline
JUNE 21, 2017
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 […].
Contact Center Pipeline
AUGUST 18, 2020
When you put your people and your customers at the center of your process and technology decisions, […]. COVID-19 has impacted everyone’s lives in so many ways.
TechSee
NOVEMBER 20, 2018
Solution: Two New Technology Trends. Utilizing both advanced data analytics and innovative AR remote assistance technology yields a highly efficient solution for customer service operations that directly reduces the need for truck rolls. The Truck Roll Challenge.
Contact Center Pipeline
MAY 17, 2016
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
Advertiser: ZoomInfo
64% of successful data-driven marketers say improving data quality is the most challenging obstacle to achieving success. Given data’s direct impact on marketing campaigns, reporting, and sales follow up, maintaining an accurate and consistent database is a top priority for B2B organizations. This latest eBook aims to help marketing leaders understand the impact of data management on their company’s ROI.
Contact Center Pipeline
APRIL 13, 2016
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
Beyond Philosophy
APRIL 26, 2017
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. Theme parks aren’t really my cup of tea, partly because I don’t see the point of buying a $100 ticket so I can spend half my day sweating in long lines. Surely there are places that will let me stand in line for free!
Contact Center Pipeline
FEBRUARY 23, 2017
Technology is the great enabler but too often falls short in delivering promised results, leaving users and executives frustrated. Whether pursuing exciting new technology or refreshing existing systems, IT and the contact center need to work together to deliver better outcomes. Here are our top tips for optimizing new or existing technology to the benefit […]. Technology call center contact center IT partnership technology management
Contact Center Pipeline
APRIL 24, 2018
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 […].
Advertisement
When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.
Beyond Philosophy
MAY 31, 2019
Why Are We Scared of New Technology? We have some exciting new technology for CX. Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. This episode of The Intuitive Customer asks the question Why Are We Scared of New Technology? It turns out, we have been here before with new technology. What was this crazy technology?
ShepHyken
JUNE 30, 2017
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. However, the new and the robust technologies have removed the loops and have provided humans with the opportunity to work at a lower rate of defection.
Contact Center Pipeline
OCTOBER 24, 2018
A CCaaS Solutions Provider’s CEO Offers His Thoughts on the 2018 Contact Center Technology Survey Findings As the second line of the 2018 Contact Center Technology Survey special report puts it, “Some things never change.”
Beyond Philosophy
JULY 17, 2017
But many others look to technology. But technology alone is never the answer. Digital technology can enhance the customer experience. This is pretty much par for the course for telecoms, which I’m sorry to say have consistently pursued a “customer experience” philosophy of improving their technology while cutting customer service costs. Technology can help, but it’s no substitute for truly caring about your customers.
Advertiser: ZoomInfo
While B2B research suggests organizations are thriving through successful ABM programs, getting just one campaign off the ground is more difficult than it seems. From building an account universe to understanding to orchestrating sales and marketing alignment around touchpoint and messaging, there are a number of variables to consider before launching a program.
Contact Center Pipeline
DECEMBER 15, 2016
Technology agent optimization call center contact center desktop communications Knowledge Management performance management quality monitoring technology trainingIf you manage a contact center, you know the drill. Agents struggle to achieve proficiency and meet performance goals. Supervisors don’t do enough—or the right kind of—coaching to develop them into great, content, and loyal employees. Lots of reports get produced but don’t seem to lead to targeted improvements.
Contact Center Pipeline
DECEMBER 26, 2018
Advances in technology continue to accelerate an exponential rate. What were the biggest technology-related concerns for customer care and contact center leaders in the past year? Technology call center contact center technologyIf you blinked in 2018, you may have missed the latest developments in today’s digital B2C and B2B environments. Read on to find out! We’ve compiled the top most-read […].
Contact Center Pipeline
JULY 20, 2016
The realities of small centers and big technology can make these rather simple goals feel daunting. But excitement abounds with today’s technology solutions, including cloud, suites and managed services. Technology call center cloud solutions contact center managed services technologyEvery small center aspires to deliver good (or great!) service to customers and offer a good (or great!) place for employees to work.
Contact Center Pipeline
AUGUST 19, 2015
Too often, the pursuit of technology is driven by speed and constrained by resources. Input from all parties that touch the technology, directly or indirectly, gets you off on […]. Technology call center call center technology contact center technology implementationExperience shows this to be a bad combination. Getting implementation right takes time, well-structured plans, and commitment from the contact center, IT, vendors and/or their partners.
Advertiser: ZoomInfo
As organizations chase new revenue targets, B2B sales leaders must examine cutting edge prospecting solutions that proactively help reps identify, connect with, and close qualified buyers faster. This eBook aims to help B2B sales leaders better understand the five essential features your prospecting solution must include.
Contact Center Pipeline
AUGUST 27, 2019
Technology call center contact center employee engagement intelligent self-service Knowledge Management scheduling apps workplace stress managementFor years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and keep employee productivity on point. Often these programs have offered third-party gym memberships or health and wellness fairs for employees to attend during lunch or while on a break.
Strategic Contact
JUNE 6, 2018
While technology is not a “white knight” riding in to solve the staffing problems, it can be used. Read More » Technology
Contact Center Pipeline
DECEMBER 28, 2017
Buyers want the benefits of advanced technology without the bottlenecks that hampered premise-based selection, implementation and upgrades. Technology call center cloud solutions contact center request for proposal RFP service level agreement SLA SOW Statement of Work technology implementation technology sourcingProcurement processes are undergoing change in concert with the revolution ushered in by cloud solutions.
Beyond Philosophy
APRIL 25, 2019
Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Technology also exists that captures customers’ authentic emotion measurement using facial recognition software. I believe both of these technologies are the future for Customer Experience and, in some cases, the now. Now, all they need is your face, so it’s less intrusive than the movie’s predicted technology.
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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