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.

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.

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 ownership

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 […].

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.

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.

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. What was this crazy technology?

Contact Center Technology Finally Enables You to Be Customer Centric

Call Center Coach

The usual technology, which happens after-the-fact when you start running reports, but then it’s already too late. Contact Center Technology Finally Enables You to Be Customer Centric – Click to Tweet.

Are You Ready for Facial Recognition Technology in Your CX?

Beyond Philosophy

Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Technology also exists that captures customers’ authentic emotion measurement using facial recognition software.

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.

The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

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 technology

3 Ways Digital Twin Technology is Transforming Customer Support

TechSee

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.

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.

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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

engagement, eGain has not only developed cutting-edge technology. complexity, AI reasoning technologies are capable of guiding. eGain AI clients guide Global bank uses eGain’s patented AI reasoning technology to. AI-savvy companies use the synergy of AI and related technologies.

2 Innovative Technologies Guaranteed to Reduce Your Truck Rolls

TechSee

Solution: Two New Technology Trends. Utilizing both advanced data analytics and innovative AR remote assistance technology yields a highly efficient solution for customer service operations that directly reduces the need for truck rolls. The Truck Roll Challenge.

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.

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.

The Technology Industry NPS® Benchmarks

CustomerGauge

The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. When it comes to customer loyalty and retention, the technology sector scores an […].

The Health of the Contact Center: Are You Ready for 2019?

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.

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.

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 […].

Selecting the Right Technology Partner Should Be at the Top of Your Decision Criteria

Contact Center Pipeline

A CCaaS Solutions Provider’s CEO Offers His Thoughts on the 2018 Contact Center Technology Survey Findings As the second line of the 2018 Contact Center Technology Survey special report puts it, “Some things never change.”

5 Key Technologies for the Future of Digital Customer Service

NICE inContact

So, when you do integrate digital customer service technology , you’ll want to be thinking about the future of the technology, its agility and flexibility, and the development of your business. We talk a lot about “future-proofing” your business.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

technology, data sources and. technology. New study reveals that companies must first focus on themselves. to meet customer expectations for digital service Social Media Voice of the. Customer. Analytics. 24/7 Email CX Web Chat Mobile Video Text.

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 Offers Greater Opportunity in the Workplace

ComputerTalk

Articles by Robin Springer accessibility assistive technology disability speech recognition technology speech technology voice recognition technology

Improved Education Could Improve Technology Use

ComputerTalk

Articles by Robin Springer accessibility assistive technology disability speech recognition technology speech technology voice recognition technology

AI Customer Service: Today’s Most Transformative Technologies

TechSee

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies. The technology can also be used to predict technical and maintenance issues before they develop.

The Reciprocal Nature of ROI: Maximizing Value for the Customer

Speaker: Sarah Tarraf, Director of Customer Experience, Gongos & David Robbins, Account Strategist, Gongos

How Millennials Use Office Technology

Jive

If your company uses outdated technology, 90% of millennials said this will negatively affect their opinion of you. If you’re anxious to hire and work with talented millennials, start by evaluating your company’s technology. Technology that enables mobility.

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

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

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

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.

3 Technologies to Drive Peak Performance of Your Contact Center

Contact Center Pipeline

Join me on Thursday, April 4, 2019 at 10:00 AM PST/1:00 PM EST, as I host the upcoming webinar, 3 Technologies to Drive […].

4 Technology Trends that Transform Contact Centers

Ansafone

Advancements in technology have revolutionized how companies interact with customers. The strategic use of this technology is also putting businesses far ahead … 4 Technology Trends that Transform Contact Centers Read More ». technology trends

Technology and Digital Media Driving Consumer Experience- ‘What was’ Versus ‘What is’ of Customer Service

Call Center Weekly

To our advantage, with the advent of digital technologies and social media, reaching out to the consumer market and creating a positive brand experience has become less strenuous. Use of technology has the promise to achieve the consistency that the customers crave for.

Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs

Contact Center Pipeline

Technology call center contact center employees with disabilities headsets hearing aids hearing impaired employees

Linking & Networking for a Better Agent Experience

Speaker: Jeremy Watkin, Director of Customer Experience at FCR

How these emerging technologies can improve engagement, reduce churn. If you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. But is this the best place to burn our operational calories?