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.

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.

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.

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.

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

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.

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.

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

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. .

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.

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.

A Short History of Call Center Technology

Fonolo

It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Call center technology refers to a vast range of software and hardware used to run the modern call center.

How Does Virtual Queuing Technology Work?

Fonolo

What is virtual queuing technology? Virtual queuing technology is the colloquial name for many virtual queuing solutions offered by many of the large contact center platforms, and VHT, the only competitor to Fonolo. The Benefits of Virtual Queuing Technology.

7 Latest Call Center Technology You Haven’t Heard Of

Fonolo

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. The Full List of Contact Center Technology.

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.

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.

Visual Technology in Telecom: Endless opportunities

TechSee

In fact, a January 2021 survey by TechSee, a technology provider to some of the world’s biggest telecoms, found that 65 percent of consumers would rather avoid technician visits unless absolutely necessary. Visual technology in telecom has three core elements: Video.

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 […].

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

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.

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.

Never Outsource Your Contact Center Again: Use This Technology Instead

Fonolo

Luckily, there are many tools and technologies out there that can help you avoid the need for outsourcing. Call-back technology. So do your customers — that’s why call-back technology should be an essential part of your customer experience strategy.

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.

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.

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.

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.

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

Important Trends in Workforce Management Technology

Contact Center Pipeline

2021 Reality Check – New Technologies Available in the Contact Center

CCNG

We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process).

CCNG 195

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.

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 […].

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 […].

Top Contact Center Technology Trends in 2021

Fonolo

Some, like the move to cloud-based contact center technology , were hastened in the last year. Here are some of the ways call center trends around technology have changed. Major Call Center Technology Trends in 2021. As FCR becomes a bigger priority, this kind of technology will take off. Advanced call-backs and virtual queuing technology. Voice-to-message technology. More agent performance and monitoring technology.

Essential Technologies for Remote Teams

VirtualPBX

And the essential technologies that we need to keep up our communication. Essential Technologies. First, clearly define how and when to use your “essential technologies” At VirtualPBX, we love chat applications like Slack. Essential Technologies and Benefit of Teams.

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.

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

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 […]. Technology call center cloud technology contact center contact center technology industry research technology acquisition

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

The Leading Call Center Technologies to Watch For in 2022

TechSee

And as with most things, all roads lead to technology. . What Is Call Center Technology? Call center technology can refer to any tool that contact centers use to improve productivity, manage staff, deliver better service, or cut costs. The Evolution of Call Center Technology.

Drive Employee and Customer Satisfaction with SLAs

Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting

Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.