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.

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.

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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

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

Study: The Health of the Contact Center

jobs, the challenges they face and how technology will dictate the future of the contact center. customer issues or requests because they’re ill- equipped with technology and training. Tweet this Technology and tools are key to addressing customer. technology will.

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.

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.

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

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.

Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

Today’s technology leaders often are caught between a rock and a hard place. On the other side is the business’ need for technology that keeps pace with these changing demands as well as the employees who use it daily.

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.

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.

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.

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

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.

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.

Top Trends in Technology

Brad Cleveland

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

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.

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.

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

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.

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?

The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission

Brad Cleveland

New technologies are not passive — they are changing customer expectations, causing reallocations of resources, creating power shifts in organizations, and changing the responsibilities of agents and managers.

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.

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.

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.

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.

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.

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.

The evolution of self-service technologies and the customer experience 

Aspect

Recent advancements in artificial intelligence (AI) and cloud technology are now being adopted by businesses and service-based organisations to create an automated consumer experience that is driving the evolution of customer self-service. The evolution of customer self-service.

Unbeatable Omnichannel Technology Helps BPOs Get an Edge on the Competition and Retain Clients Longer

Bright Pattern

Omnichannel TechnologyAs more consumers use digital channels to talk to friends and family, the more they expect to find top brands on all their favorite digital channels, such as chat, forums, and social messengers. Companies need to respond by meeting their customers on these channels, or else risk losing them to the competition.

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.

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.

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.

Santa’s New Technology from Pipkins

Pipkins

The post Santa’s New Technology from Pipkins appeared first on Pipkins. As you probably know, Santa’s call centers have been using Pipkins for their scheduling and forecasting for some time now.

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!

Taking Risks in the Classroom, Emerging Technologies, Social Change, & More

FreshGrade

Some educators feel meager budgets will prevent them from preparing students for a labor market that could be radically reshaped by emerging technologies such as artificial intelligence. ” The post Taking Risks in the Classroom, Emerging Technologies, Social Change, & More appeared first on FreshGrade. Fresh Ideas digital portfolio e-portfolio edchat edtech education freshgrade learning school culture teacher Teaching technology weekly roundupBusy week?

Taking Risks in the Classroom, Emerging Technologies, Social Change, & More

FreshGrade

Some educators feel meager budgets will prevent them from preparing students for a labor market that could be radically reshaped by emerging technologies such as artificial intelligence. ” The post Taking Risks in the Classroom, Emerging Technologies, Social Change, & More appeared first on FreshGrade. Fresh Ideas digital portfolio e-portfolio edchat edtech education freshgrade learning school culture teacher Teaching technology weekly roundupBusy week?