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.

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.

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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.

Guest Post: How Voice Technology Can Improve Customer Service


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.

Customer Context at the Speed of the Conversation

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.

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

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

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 […].

Guest Blog: Impact of Technological Advancements on Consumer Behavior


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.

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 […].

The Recruiting Crossword Puzzle

Test your recruiter-brain with this crossword puzzle, which reveals the best ways to move forward in your efforts with every answer!

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. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands.

Guest Blog: 5 Ways To Leverage Technology For A Better Customer Experience


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.

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

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

8 Contact Center Trends to Watch in 2020

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!

Understanding Conversational AI Technology


From better customer experience, to reduced operational costs, to improved agent experience, these technologies can transform your business in so many ways. But in this blog we are taking it back to basics to discuss the technology itself—specifically Conversational AI: how it works on a technical level as well as what you should look for to make sure the technology works in your business. . Conversational AI is not one technology, it’s many. Technology

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

Why Are We Scared of New Technology?

Beyond Philosophy

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?

3 Technology Trends to Increase Customer Engagement

Working Solutions

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

Why B2B Contact and Account Data Management Is Critical to Your ROI

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.

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. 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!

Work Together to Optimize Technology

Contact Center Pipeline

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

The Technology Now Needed For Customer Service

Martin Hill-Wilson

I was challenged by Leigh Hopwood, the CCMA’s new CEO to provide a 90 second summary of technology needs in today’s service world. Continue reading The Technology Now Needed For Customer Service at BrainFood. Customer Service technology

THE Covid-19 CRISIS: Do We Put Our Energy into People, Process or Technology?

Contact Center Pipeline

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.

How to Leverage Quality Management to Transform the Customer Experience

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.

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 […].

3 Top Benefits of Smart Lighting Technology

CSM Magazine

Technology is evolving at an alarming rate, and we must shape up or ship out. Smart lighting is a modern lighting technology created for security, energy efficiency, and convenience. Top Advantages of Using Smart Lighting Technology. Everything is going smart nowadays.

Guest Blog: Technology Trends That Will Govern the CX Landscape


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.

CustomerCount® to hold Women in Technology webinar


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

3 Mistakes Organizations Make While Developing ABM Programs

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.

3 Ways Digital Twin Technology is Transforming Customer Support


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. T he use of digital twins has an almost unlimited potential to impact the technical support domain, both by enhancing consumer interactions with their technology and by empowering field support organizations.

Use Technology to Optimize Staff

Contact Center Pipeline

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.

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. 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.

Top 10 Contact Center Technology Posts in 2018

Contact Center Pipeline

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 […].

Five Essential Pieces of a Prospecting Solution

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.

Technology for the Small Center

Contact Center Pipeline

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.

4 Contact Center Technologies You Need to Win Over Gen-Z


Gen-Z’s expectations of technology are far higher than previous generations. If you don’t start implementing these essential four technologies into your business, you’re going to have serious trouble connecting with this generation of digital natives.

Don’t Shortchange Technology Implementation

Contact Center Pipeline

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.

Enhancing Remote Maintenance using Visual Technology


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. With the right combination of technologies, enterprises can now move toward a unified visual maintenance strategy. The technology can identify devices, from A/C units, dishwashers and 3D printers to medical technology and industrial machinery.

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.