ShepHyken

MARCH 26, 2019

The Interview with Natalie Petouhoff: Companies that become too enamored with chatbots, AI, and other technologies can risk losing touch with their customers. When companies don’t have an agile mindset, it can be difficult for them to adjust to how rapidly technology changes. How fast is technology changing?

Chatbots 310

Chatbots Contact Center Technology Customer Experience 310

CCNG

MARCH 4, 2021

The survey of managers and executives responsible for training revealed a mad rush to deploy technology, with 68% of respondents investing in better training delivery via virtual and collaboration meeting tools and 30% investing in better eLearning utilization.

CCNG 195

CCNG Contact Center Surveys Coaching 195

Callminer

FEBRUARY 19, 2020

From actively keeping track of shifts in the industry’s technological standards and accommodating economic imperatives to handling other critical processes within the realm of human resources , there are enough potential challenges to tackle in typical call center operations to keep entire management teams reasonably busy year-round.

Call Center 287

Call Center Technology Accountability Customer Support 287

CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. In this white paper we focus on the information made available to contact center agents. Technology, 39.4% Utilities, 37.6%

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Cisco - Contact Center

NOVEMBER 24, 2020

The articles are followed by a complimentary copy of the 2020 Gartner Hype Cycle for Customer Service and Support Technologies report, which per our understanding tracks key technologies along their adoption cycle. Four Journeys, One Destination: The Cloud , a white paper by Mc-Gee Smith Analytics.

Contact Center 119

Contact Center Technology contact center solutions Cloud contact 119

NICE inContact

NOVEMBER 2, 2021

For contact centers, this includes getting agents on board by explaining why customer experience matters and providing the technology agents need to be successful. To learn more, download our complimentary white paper, The Ultimate CX Agent Guide: Hiring, training, onboarding, and measuring agents in a digital-first world.

Customer Experience 83

Customer Experience Contact Center Technology 83

ConvergeOne

FEBRUARY 9, 2021

Cloud migration involves crucial organizational and business unit change management and talent pools, process, and technology. Like with any technology refresh or change, it is imperative to research and learn about the technology and objectives and how it will impact and align with the business goals. Getting Started.

industry standards 74

industry standards Enterprise Technology Management 74

Callminer

MARCH 12, 2020

As communication technologies continue to evolve, so too do the various threats that target them. The bulk of the act’s requirements pertain to in-house administrative protocols and technological requirements for proper compliance. Call centers are at the bullseye in terms of their strategic attractiveness for malicious actors.

Call Center 182

Call Center Analytics Best practices Government 182

TechSee

MARCH 12, 2019

This visual automation, which harnesses the power of computer vision technologies to enable a variety of agent-related tasks to be completed automatically or semi-automatically, delivers greater efficiency and cost savings through intelligent decision support tools. Computer Vision technologies. The Power of Visual Automation.

Contact Center 111

Contact Center Average Handle Time First call resolution Self service 111

Fonolo

OCTOBER 20, 2022

There are effective tools, training, and technology you can implement to make sure private data stays that way. Read on for a quick overview of call center security, or take a deep dive on the topic with our comprehensive white paper. Your plan should layer up security best practices, tools and technologies.

Call Center 146

Call Center Contact Center industry standards Interactive Voice Response 146

TechSee

OCTOBER 19, 2021

Customer Support personnel often employ the technology during the warranty and post-warranty period if they’ve ruled out more fundamental causes of a product failure. The technology enables remote agents or experts to see what their customers see through their smartphone cameras and visually guide them to resolutions.

Average Handle Time 124

Average Handle Time Sales Analytics Technology 124

Talkdesk

MAY 28, 2020

The extra cost of extending your VPN connection means buying and building out technology that will no longer be used once your agents return to the contact center. Here’s an excerpt of the white paper: Identifying the issue with voice over VPN We begin by recognizing the criticality of the voice channel for customer communication. .

Contact Center 79

Contact Center Personalization Customer Support Technology 79

Cisco - Contact Center

FEBRUARY 1, 2021

Customer and agent experiences are directly tied to the power of the technology the contact centers are built on. Omar earned an MS in Computer Science from Stanford University and a BS from Massachusetts Institute of Technology. A complete collaboration suite to engage your entire team in servicing customers.

Contact Center 122

Contact Center Transportation Customer Experience Wireless 122

ConvergeOne

NOVEMBER 1, 2022

While it’s tempting to focus on the latest innovative, customer-facing applications and jump on the hottest technology trends, the journey to resiliency starts with infrastructure. Download the full white paper.

Construction 88

Construction Surveys Marketing Technology 88

ConvergeOne

AUGUST 9, 2022

Download the full white paper below. WHITE PAPER] Six Steps to Engaging + Empowering Agents with Workforce Engagement Management. In this white paper, you'll learn: How workforce engagement has evolved with emerging technologies. Where workforce engagement technology is headed. Can’t wait?

Management 76

Management Contact Center Metrics Wait times 76

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series.

Technology 52

Technology Marketing Customer Experience Customer Service 52

ConvergeOne

JULY 6, 2021

This goes to show that in order for businesses to continue to excel, they need to remain proactive and evolve along with the ever-changing world of technology. WHITE PAPER]. This ConvergeOne white paper provides overviews and guidance for Amazon Web Services (AWS) Database options. Amazon Database Types.

Analytics 103

Analytics Technology Management 103

Fonolo

FEBRUARY 11, 2020

Why clever companies are spending more developing human talent than technology. This white paper explores key areas that are sure to shake up the industry. Watch the full interview below, and then go read here to read more of our predictions for customer service industry trends in 2020 : ?.

Contact Center 98

Contact Center outsourcing Call Center Chatbots 98

ConvergeOne

JUNE 21, 2022

Download the full white paper below. WHITE PAPER] Six Steps to Engaging + Empowering Agents with Workforce Engagement Management. In this white paper, you'll learn: How workforce engagement has evolved with emerging technologies. Where workforce engagement technology is headed. Can’t wait?

Management 66

Management Contact Center Coaching Analytics 66

ConvergeOne

OCTOBER 14, 2021

The National Institute of Standards and Technology (NIST) created a special publication 800-34 that focuses on a Guide for Continuity Planning. WHITE PAPER] 22 CYBERSECURITY TIPS FOR 2022. Download this ConvergeOne white paper to receive all 22 cyber tips to get your organization started.

Technology 82

Technology 82

ConvergeOne

JUNE 28, 2022

WHITE PAPER] Six Steps to Engaging + Empowering Agents with Workforce Engagement Management. Today's forward-thinking organizations continually adopt the latest technologies to enhance workforce management processes, improve customer experience and maintain a competitive edge over the competition.

Self service 83

Self service Quality management Technology Contact Center 83

Quadient

MAY 23, 2022

The company has perfected technology that speeds and simplifies the internal processes that ensure essential information gets to the right people at the right time with intelligent integration. Dick Bucci is Principal of Pelorus Associates where he specializes in contact center technologies. Principal of Pelorus Associates.

Contact Center 105

Contact Center CRM Call Center Personalization 105

Callminer

MAY 27, 2020

Although contact centers tend to lead the pack with powerful software integrations and assistive technology, call centers have not been left behind. For additional information on improving the customer experience through analytics, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics.

Call Center 207

Call Center Contact Center Interactive Voice Response Analytics 207

ConvergeOne

JULY 25, 2023

Patton Let’s think about this saying and how it relates to the current change we are seeing in business-related technology. Another big buzzword that is transforming the way businesses are taking advantage of new technology is artificial intelligence, or AI.

Healthcare 78

Healthcare Technology Personalization 78

ConvergeOne

APRIL 26, 2022

Read our Cyber Risk Management White Paper. Access a white paper by ConvergeOne Cybersecurity Expert Vito Nozza to get 12 tips for developing a successful risk management program that protects your organization from cyberthreats. GARTNER is a registered trademark and service mark of Gartner, Inc. All rights reserved.

Consulting 84

Consulting Consulting Management Technology 84

Momentum Telecom

OCTOBER 24, 2022

As a managed cloud service provider, Momentum offers customized solutions to make sure all your clients get the exact technology they need. Your customers undoubtedly spend a lot of time trying to figure out how to keep up with technology in today’s fast-moving cloud environment. Momentum’s Managed Cloud Service Offerings.

Management 98

Management Interactive Voice Response CRM Technology 98

Calabrio

SEPTEMBER 21, 2016

Fortunately, new technologies now provide intuitive functionality for harnessing the power of these customer voices. Learn more about how to turn your contact center into a business intelligence hub in this complimentary white paper. The post How Analytics Technology is Changing the Contact Center appeared first on Calabrio.

Contact Center 59

Contact Center Analytics Technology Enterprise 59

Callminer

FEBRUARY 24, 2020

For information on call center agent attrition and how interaction analytics can help to curb it, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Technology and Infrastructure. Interior Design.

Best practices 207

Best practices Call Center voip Analytics 207

CSM Magazine

SEPTEMBER 8, 2023

In line with that, we’ve been strengthening our expertise in Genesys and Salesforce technologies. Thanks to our knowledge of the market and the way it has been evolving in recent years, we’ve shaped our business strategy around the convergence of the contact centre, AI and CRM landscapes. What does this mean for the industry?

CRM 52

CRM Enterprise Consulting Consulting 52

Talkdesk

MAY 22, 2020

I spoke to professionals in similar businesses that have implemented the same technology or process. White papers: What research already exists? I looked into white papers and blogs from industry leaders in the contact center operation space. Now, how does your new idea save money or make money?

Contact Center 94

Contact Center Engineering Call Center Technology 94

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience.

Benchmark 80

Benchmark Upselling Education Best practices 80

NICE inContact

JULY 26, 2019

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? While many companies are hesitant to put chatbots into play, studies clearly show consumers value the speed and convenience that comes with this increasingly pervasive technology. Download the white paper today. Think again.

Contact Center 55

Contact Center Chatbots Upselling Analytics 55

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. the outsourcing sector has been very quick to embrace cloud technology, with the very nature of their business is a cultural fit with the idea of letting a third-party take control of non-core…”.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Skybridge

MAY 10, 2022

Technologies were rigorously tested. At Skybridge Americas, we understand that technology will continue to improve and evolve at an ever-faster pace. In our new white paper, “ Five CX Trends and Opportunities For a Post-Pandemic World “, we break down what it will take to be prepared next time.

At home agents 52

At home agents Customer Care Contact Center Engineering 52

Fonolo

JULY 5, 2018

It also gets strengthened by the marketing efforts of all the vendors selling self-serve technology. Consider the universe of all self-service technology. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry.

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. With the right technology and use cases, companies will be able to fully automate the handling of a growing number of inquiries and transaction types.

Contact Center 72

Contact Center Interactive Voice Response Self service Virtual Agent 72

VocalCom

JUNE 18, 2020

CCaaS solutions offer technology that mostly aligns with the “getting connected” pillar of great customer service, providing foundational capabilities,” noted Gartner in the report. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow. Supporting the ‘Work from Home’ Agent (WFHA).

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62