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 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.

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.

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.

Waterfield Technologies Announces the Acquisition of Digital DataVoice

Waterfield Technologies

Together Delivering Innovative Contact Center Solutions Tulsa, Oklahoma – December 4, 2018 –Waterfield Technologies (WTI), an industry leading technology organization focused on the delivery of customer experience applications in and […].

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

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If your company uses outdated technology, 90% of millennials said this will negatively affect their opinion of you.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.

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

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.

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.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

recognize this fact and deploy technologies that put time. It’s for this reason that technologies such as. as smart as the technology behind them. behind this technology has the capacity for learning, reasoning, and understanding—three key elements to focus. technology.

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.”

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.

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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.

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.

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.

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 […].

Limitations in KBA technologies

TRUSTID

As more organizations disclose major data breaches, the market is realizing the limitations in knowledge-based technologies to authentication callers. A curious trend is taking place in caller authentication.

Building a Credible Case for Technology Investment

Strategic Contact

In a recent series of articles with Contact Center Pipeline, I’ve focused on Contact Center Costs and the Role of Technology as well as strategies for calculating a Return on Investment (ROI) that might shake some funding loose for technology.

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

Artificial Intelligence and the Customer Experience

In customer care, it’s about deploying technology in a way that helps your. implementing technology that removes frustrating menus. resolve a technology.

Contact Center Industry Stats – Technology

Taylor Reach Group

Below, we will be discussing Contact Statistics related to the various technologies within the Call Center. Contact Center Technology Statistics: 86% of consumers are willing to pay more for an upgraded experience. 60% of agents agree that their company doesn’t always provide the technology that staff needs to address the challenges they face when helping customers. WFM Technology: WFM/technology – Since 2015, the reported figure has risen by over a sixth, from 24.5%

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

3 Contact Center Challenges You Can Win With Technology

Jive

Thankfully, most can be addressed through cloud technology. Fortunately, technology offers multiple ways for you to provide a better and more personalized customer experience that can help boost low customer satisfaction.

Contact Center Technology Glossary

AnomalySquared

We put together a Contact Center Technology Glossary to get you started on some of the terms and software you might see in a modern contact center's technology arsenal. Contact centers are pretty good with keeping up with new technology. technologySo whether you run your own call center or utilize contact center outsourcing, these call center terms should keep everything straight between all of the acronyms.

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.

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.

Best Practices for Managing Cloud Technology Solutions

DMG

Best Practices for Managing Cloud Technology Solutions. 7/2/2018. By Donna Fluss. DMG helps companies select all types of contact center and back-office systems. During the past few years, many of our clients have expressed an interest in acquiring cloud-based systems.

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.

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.

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.

IVR Technology: Why Keeping It Simple Is Best

Nexmo

In today’s hyper-competitive business environment, companies need to leverage technology solutions in order to keep up with competitors and the overall market. Interactive voice response—more commonly known as IVR technology—is one such solution.

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 Best Communications Technology For Remote Work

Jive

Of course, an effective policy and management style helps, but without the proper technology and tech support, remote work doesn’t stand a chance. One essential role for IT is investing in the right communications technology.

Waterfield Technologies Announces the Acquisition of PDT Communications

Waterfield Technologies

Together Delivering Innovative Contact Center Solutions Tulsa, Oklahoma – October 4, 2018 –Waterfield Technologies (WTI), a leading enterprise software and professional services organization providing voice and mobile solutions that drive […].

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.

Integrating great technology with great talent in financial services

Nuance

Like countless other industries, recruiting the best […] The post Integrating great technology with great talent in financial services appeared first on What’s next.

Results are IN for the 2018 Contact Center Technology Survey

Strategic Contact

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. Read More » Technology

Contact Center Technology Trends for 2019

VHT

While technology is advancing throughout nearly every industry, it is evolving at an amazingly fast pace in the realm of contact centers. In fact, technological innovations are changing how customer service is being delivered in ways that are dramatically impacting the customer experience.

3 critical trends in police technology

Nuance

My team and I had the opportunity to meet and review our collective impressions of the major themes, takeaways, and trends in police technology after attending the International Association of Police Chiefs (IACP 2018) conference earlier this month.

Fireside Chat: Lessons from "The Convenience Revolution"

Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert

How to leverage cutting edge technology to make your customers' lives easier. A revolution in customer convenience is currently underway, disrupting old business models and driving rapid innovations. Customers now have raised expectations, and this trend will be accelerating in the future.