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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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.

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

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.

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.

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.

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?

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.

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.

Speech Analytics: Changing the Game for Contact Center Technology

inContact

Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology. The post Speech Analytics: Changing the Game for Contact Center Technology appeared first on inContact Blog.

Technology Is Raising the Customer Service Standard and Creating Overwhelming Customer Loyalty

Win the Customer

Innovation in technology is raising the customer service standard and we''re just beginning to see its impact in the customer experience. Customer Experience Customer Service Technology

3 Technology Keys to Boost Your Customer Service Efforts

Win the Customer

Like many aspects of business, customer service is an ever-evolving part of everyday operations that is constantly changed by developments in technology. Call Center Customer Experience Customer Service TechnologyCustomer expectations have changed in the information age, and many businesses are falling behind – Fonolo reports that only 26 percent of consumers had a positive response when asked if they thought customer […].

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 […].

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!

Zebra Technologies Expands Global Customer Service With inContact

inContact

Zebra Technology manufactures and sells computer printing technologies for a variety of sectors, all over the world. Call Center Architect, Zebra Technologies. Zebra Technologies began with the Asia Pacific region, then the European office.

RichCall Blog - Summary of Key Contact Center Technologies and Experts

Jon Arnold

This crossed my path recently, and wanted to share it as a good resource/overview of technologies currently leading the contact center space. This is a handy reference post if you want a 5 minute snapshot of what's driving contact center technology and what's coming next. RichCall is a contact center vendor I didn't know previously, and they recently compiled a pretty extensive summary, based on industry research and insights from analysts/consultants/experts in this space.

6 Keys to Successful Contact Center Technology Change Management

inContact

Success Depends On More Than Just Technology. You’re implementing a new technology solution – great! Hopefully with these tips – combined with your awesome new technology platform and your amazing project team – will set you up for success for your next change or implementation. The post 6 Keys to Successful Contact Center Technology Change Management appeared first on inContact Blog. Change is hard. As humans we are creatures of habit.

Fast-Tracking Your Journey to Workforce Optimization: Tips for Mid-Sized Contact Centers

Contact Center Pipeline

Technology call center contact center WFO workforce optimization solutionsToday’s mid-sized contact centers face many of the same business requirements as their larger counterparts, such as the need to drive sales, manage operating costs and deliver high-caliber customer experiences.

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 and Humans Deliver the Best in User Experience

Blueworx

The post Technology and Humans Deliver the Best in User Experience appeared first on Blueworx. I bet you can recall the last time you had a really terrible customer experience. It was probably pretty recent and could still be as fresh as day in your […].

Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You

inContact

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. Unfortunately, “happy agents coupled with the advanced technology makes for happy customers” just doesn’t roll off the tongue as well.

In the midst of technological advancement in contact centers, it pays great dividends to remember people still matter

Robert Davis

Technology is changing the way we interact with customers at a fierce pace. Every year, organizations invest millions of dollars in the latest technology. Has your QA department been effectively trained to use new technology and to identify behaviors to drive performance?

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.

Guest Blog: 4 Technology Solutions to Help You Manage Customer Service More Effectively

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. Companies must invest in new technologies to reach people on their mobile.

Technology For Personalized Service In Non-Personal Customer Interactions

Win the Customer

Why do customers still hold on to the need to for a human-to-human interaction, even when the information available with technology is much more abundant and accurate than relying solely upon a human being? Customer Experience Customer Service Management Technology

100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More

Callminer

Of course, technology advances now […]. The post 100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More appeared first on CallMiner.

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.

Ensuring a Successful Go-Live Launch for Your Call Center Technology

inContact

You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. The post Ensuring a Successful Go-Live Launch for Your Call Center Technology appeared first on inContact Blog.

Call Center Training Tips: 51 Expert Tips on Training Technology, Agent Onboarding, Ongoing Training & Coaching, and More

Callminer

From training technologies to effective […]. The post Call Center Training Tips: 51 Expert Tips on Training Technology, Agent Onboarding, Ongoing Training & Coaching, and More appeared first on CallMiner. Call center agent training is a continuous process; it doesn’t end once the onboarding process is complete.

4 Ways to Win with a Multi-Channel Contact Center with Service and Technology

Win the Customer

Multi-channel is more important than ever as customers expect information to be available when instantly and through the channels they already use daily. Call Center Communication Customer Experience Customer Service

Fraud Prevention

Contact Center Pipeline

Technology authentication biometrics call center call recording caller verification compliance contact center data security ID&V identification and verification login access“Bad guys” seem to be lurking around every corner these days.

How self-service technology is changing the contact center job landscape

Ian Jacobs

Over the holidays, I was a guest on the Modern Customer Podcast , a wonderful podcast hosted by Forbes' blogger Blake Morgan. She describes the podcast as providing "surprising and counter-intuitive insights on customer experience, social customer service and content." No pressure there, then.

Hot Trends Impacting Contact Centers: A Sole Source of Data

Contact Center Pipeline

Technology call center contact center data management data sourcesIn our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial intelligence and millennials.

Digital Colleagues: Friend or Foe?

Contact Center Pipeline

Technology agent experience automated contact center solutions call center contact center customer support chatbots digital agentsIt might be time for some of us in the customer service industry to start dusting off our resumes.

So, what is the future of work?

Aspect

Cloud services ensure that they are using the latest technologies with easy updates, are independent of devices and most importantly have the convenience of mobility. But with the right application of technologies and a vision for sustainable development, the future for both agents and A.I.