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. 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. MORE
Technology call centers contact centers customer experience digital transformation employee engagement millennialsThe impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders. MORE
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. MORE
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. MORE
Technology AI artificial intelligence call center chatbots contact center Knowledge ManagementWe can’t publish a series on trends without including artificial intelligence (AI). MORE
Apple knows who they are, understand the needs of their customers, and they have a clear vision for the customer experience they want their customers to have. They stick with their plan and execute it to perfection time and time again. Customer Service Good Reads Recommended What I''m Reading MORE
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. MORE
The company has created a line of premium headsets and audioconferencing systems that utilize technologies originally researched and developed for devices such as […]. Technology audio solutions call center contact center contact center headsets unified communications equipment MORE
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. MORE
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. MORE
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 MORE
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. MORE
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. MORE
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. MORE
Customer Experience TechnologyIn the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences. The idea behind gamification is quite simple: by applying game mechanics to tasks or functions that typically have no entertainment value, you provide people with motivation to partake in these tasks. If […]. MORE
If Apple designed a phone based on cell phone users of the early 2000''s we''d all be rocking Motorola Razrs and no one would have heard of the iPhone. Customer Service 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. MORE
Technology agent empowerment AI artificial intelligence call center contact center customer service machine intelligenceThe future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. MORE
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. MORE
Technology call center cloud solutions contact center enterprise telephony phone systems premise solutions voice communications voice networkChoices, choices, choices. They are great and yet overwhelming when considering platform replacement. MORE
Cloud Contact Center Software English/US Innovations/Technology aberdeen report Cloud Contact Center customer centricity investmentsCloud computing has been hyped in the media and in IT circles for almost a decade now. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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. MORE
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 […]. MORE
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. MORE
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. MORE
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. MORE
Technology analytics call center contact center customer data predictive analyticsMost contact centers know they need a more analytical approach to understanding the customer experience. MORE
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. MORE
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. MORE
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! MORE
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. MORE
As with all disruptive technology, it takes time for […]. Blog AI Artificial Intelligence Cognitive Contact Center Contact Center Disruptive Technology Technology RevolutionThe adoption of Artificial Intelligence (AI) has been said to have been “right around the corner” for at least a decade. The post Four Considerations When Planning for AI in the Contact Center appeared first on Blueworx. MORE
Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward strategy support center MORE
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. MORE
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 MORE
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. 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 evaluation MORE
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. MORE
Technology Related Topics Brad Cleveland
SEPTEMBER 27, 2016
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.
Call Center Coach
MAY 25, 2017
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.
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 evaluation
Aspect
JULY 24, 2017
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.
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.
Aspect
JULY 31, 2017
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.
Win the Customer
DECEMBER 3, 2014
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.
Beyond Philosophy
JANUARY 23, 2017
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.
inContact
JUNE 30, 2016
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.
Win the Customer
JULY 7, 2014
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
Win the Customer
AUGUST 1, 2015
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 […].
Win the Customer
MAY 3, 2016
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!
inContact
JANUARY 31, 2017
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.
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.
inContact
DECEMBER 14, 2016
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.
Callminer
FEBRUARY 28, 2017
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.
DMG
AUGUST 17, 2017
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.
ShepHyken
JANUARY 27, 2017
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.
Callminer
MARCH 20, 2017
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.
Win the Customer
APRIL 1, 2014
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
inContact
JANUARY 24, 2017
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.
Win the Customer
MAY 20, 2014
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
Ian Jacobs
JANUARY 5, 2017
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.
Brad Cleveland
AUGUST 16, 2017
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.
Aspect
JULY 17, 2017
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.
Contact Center Pipeline
AUGUST 29, 2017
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.
Contact Center Pipeline
JUNE 8, 2017
Technology agent empowerment AI artificial intelligence call center contact center customer service machine intelligenceThe future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately.
Contact Center Pipeline
AUGUST 17, 2017
Technology AI artificial intelligence call center chatbots contact center Knowledge ManagementWe can’t publish a series on trends without including artificial intelligence (AI).
Contact Center Pipeline
AUGUST 24, 2017
Technology call centers contact centers customer experience digital transformation employee engagement millennialsThe impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders.
Win the Customer
JUNE 23, 2015
Customer Experience TechnologyIn the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences. The idea behind gamification is quite simple: by applying game mechanics to tasks or functions that typically have no entertainment value, you provide people with motivation to partake in these tasks. If […].
Callminer
SEPTEMBER 20, 2017
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.
Win the Customer
MARCH 3, 2014
Apple knows who they are, understand the needs of their customers, and they have a clear vision for the customer experience they want their customers to have. They stick with their plan and execute it to perfection time and time again. Customer Service Good Reads Recommended What I''m Reading
Blueworx
JULY 5, 2017
As with all disruptive technology, it takes time for […]. Blog AI Artificial Intelligence Cognitive Contact Center Contact Center Disruptive Technology Technology RevolutionThe adoption of Artificial Intelligence (AI) has been said to have been “right around the corner” for at least a decade. The post Four Considerations When Planning for AI in the Contact Center appeared first on Blueworx.
Contact Center Pipeline
JULY 18, 2017
Technology call center cloud solutions contact center enterprise telephony phone systems premise solutions voice communications voice networkChoices, choices, choices. They are great and yet overwhelming when considering platform replacement.
Contact Center Pipeline
AUGUST 22, 2017
Technology analytics call center contact center customer data predictive analyticsMost contact centers know they need a more analytical approach to understanding the customer experience.
Win the Customer
MARCH 30, 2014
If Apple designed a phone based on cell phone users of the early 2000''s we''d all be rocking Motorola Razrs and no one would have heard of the iPhone. Customer Service
Aspect
SEPTEMBER 18, 2017
Cloud Contact Center Software English/US Innovations/Technology aberdeen report Cloud Contact Center customer centricity investmentsCloud computing has been hyped in the media and in IT circles for almost a decade now.
Victor Midgley
AUGUST 14, 2017
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.
Contact Center Pipeline
SEPTEMBER 14, 2017
The company has created a line of premium headsets and audioconferencing systems that utilize technologies originally researched and developed for devices such as […]. Technology audio solutions call center contact center contact center headsets unified communications equipment
Brad Cleveland
JUNE 21, 2013
Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward strategy support center
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