Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation , more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . Centers incentivize employees to work over the holiday and be prepared.

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Contact Center Management Call Center 2018 60

Avaya

APRIL 10, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. In Nemertes’ 2018-19 Digital Customer Experience research study of 697 organizations, we found companies already are relying on AI to transform their customer experience. AI is finding a comfortable home in the contact center.

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Contact Center Virtual Agent Document Roadmap 71

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. When customers call your contact center, their issues are likely urgent or complex. . #2:

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Contact Center 2018 Innovation Social Media 40

Stella Connect

NOVEMBER 2, 2021

This blog post was originally published on November 8, 2018, and has since been updated. The post Prepping Your Contact Center Team for the Holiday Season appeared first on Stella Connect.

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Contact Center Average Handle Time Interaction Brands 88

NICE inContact

AUGUST 16, 2019

In light of fast-changing customer demands, is your contact center keeping up? As contact center leaders, we need to focus on ensuring customers and agents have the technology and tools to deliver seamless omnichannel service. Hear about actual contact center transformations and best practices, too.

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Contact Center Consumers Net Promoter Score 2018 54

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. This all leads to cost savings in your contact center. The lack of clear communication in the contact center can result in significant costs to a business over time. You’re lowering call volume.

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NICE inContact

AUGUST 12, 2019

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! This blog is Part One of a two-part series that aims to demystify these four components. Forecasting.

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Contact Center Management Call Center 2018 59

Call Experts

MAY 2, 2019

Contact center protocols develop, manage, evaluate, and optimize your customer journey. Organizations are redefining their contact objectives. Contact centers focus on three main objectives to enhance the efficiencies in your business: Empower agents to develop meaningful connections. More Blogs Menu.

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Contact Center Call Center 2018 Effort Score 56

NICE inContact

AUGUST 12, 2019

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! This blog is Part One of a two-part series that aims to demystify these four components. Forecasting.

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Contact Center Management Call Center 2018 54

NICE inContact

DECEMBER 3, 2018

Both are hot topics when it comes to contact centers and customer experience. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. 68% of all interactions were agent-assisted.

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Contact Center Omnichannel 2018 2017 48

Call Experts

DECEMBER 12, 2019

A well-seasoned contact center will help! . Our seasoned contact center agents, Experts, receive additional training on how to handle tasks during peak hours more efficiently. More Blogs Menu. The holiday rush doesn’t mean an overload for your business when you partner with a contact center.

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Contact Center Call Center 2018 Customer Journey Mapping 69

NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. 5 Tips to Reduce Your Cost per Contact.

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2018 Blog 2017 Contact Center 48

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

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Contact Center Consumers 2018 2017 49

Call Experts

NOVEMBER 14, 2018

Our contact centers can help filter calls per patient needs while answering the simple questions on behalf of the medical practice. . Our medical contact center maintains the necessary data redundancies, facility oversight and operations, and policy adherence to ensure full HIPAA compliance. More Blogs Menu.

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Contact Center Call Center 2018 Healthcare 56

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running. Ease of Integration, Open Interfaces.

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Contact Center Omnichannel 2018 Social Media 74

NICE inContact

OCTOBER 19, 2018

Gartner’s 2018 Magic Quadrant for Contact Center as a Service, North America has just been released, and once again, NICE inContact is named a leader for the fourth year in a row. Notable head start in emerging AI-enabled contact center market.

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Contact Center Omnichannel 2018 Innovation 48

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness.

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Contact Center 2018 Call Center Call Recording 40

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience.

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Contact Center 2018 Customer Centricity Social Media 41

Call Experts

DECEMBER 5, 2018

More Blogs Menu. Upgrade your property management services with a contact center. When do medical centers need professional contact center support? Why do you need a 24-hour contact support system? 10 Trends That Will Disrupt Customer Service in 2018. Omnichannel management creates opportunity.

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Contact Center Management Call Center 2018 53

NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. Here’s why: In 2018, there was nearly five billion dollars in cost savings for U.S.

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Contact Center Call Center 2019 Competitive Advantage 54

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. In 2018, major players will be defined by their understanding of this delicate balance.

2018 72

2018 Customer Journey Mapping Contact Center E Commerce 72

NICE inContact

FEBRUARY 13, 2018

With good cloud-based contact center solutions, implementing agent screen pops have never been easier. However, benefits extend to other contact center metrics as well. And while average handle time is important within the contact center, it also indirectly impacts your customer experience as well.

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Contact Center Average Handle Time Engagement Metrics 49

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. So, what comes next?

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Customer Care 2018 Contact Center 2013 74

ShepHyken

DECEMBER 20, 2019

Whether you oversee a large contact center or teams in various locations, creating a CX strategy that works will improve your bottom line. Salesforce conducted a survey in 2018. The post Guest Blog: Why Customer Experience Is Essential to Your Bottom Line appeared first on Shep Hyken. Every business can benefit.

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Blog Customer Experience Roadmap Financial 83

Talkdesk

DECEMBER 31, 2018

Here at Talkdesk, we’ve decided to take a moment to reflect back on 2018 as we’re about to enter a new year. The contact center industry continued to grow and evolve in exciting ways and the conversation around making the customer experience a focal point increased with powerful momentum.

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2018 Insights Contact Center 2019 46

Team HGS

FEBRUARY 6, 2018

2018 Trend 1: Digital Channels Finally Overtake Voice. Over the course of the year, we’ll dedicate a blog post to each of these CX game changers. This year, we will finally witness the tipping point where digital channels —email, chat, social, text, messaging—overtake voice in the contact center. Wed, 02/07/2018 - 11:27.

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2018 White Paper 2014 Contact Center 45

NICE inContact

SEPTEMBER 27, 2017

As you consider your technology spend and roadmap for 2018 and beyond, consider looking inward as well as outward. The post Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You appeared first on inContact Blog. Get your copy of “ Digital Customer Experience Trends, 2017.”.

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Contact Center Technology 2017 Roadmap 48

NICE inContact

SEPTEMBER 27, 2017

As you consider your technology spend and roadmap for 2018 and beyond, consider looking inward as well as outward. The post Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You appeared first on inContact Blog. Get your copy of “ Digital Customer Experience Trends, 2017.”.

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Contact Center Technology 2017 Roadmap 48

CX Accelerator

MAY 28, 2019

It’s no surprise that the average turnover rate in a contact center environment is 25 percent year over year. Consider all the classic contact center problems--adherence to schedule, failure to share knowledge, snippy attitudes, and burnout. What better place to utilize this strategy than the contact center?

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Culture Contact Center Events Hospitality 140

Natalie Petouhof

SEPTEMBER 23, 2018

Tweet Dreamforce 2018 is here! The Path to Career Success in #CustServ [link] Be inspired by #Trailblazers that made a shift to transform their own careers #CX #contact-center #ServiceTrailblazers @Dreamforce. And there’s so much to do and see! Reserve your seat and put these sessions on your calendar!

2018 75

2018 Workshop Demo Contact Center 75

Experience Investigators by 360Connext

NOVEMBER 16, 2018

CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital engagement are the keys to achieving that objective. Why not start reducing customer effort RIGHT NOW?

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2019 Contact Center Customer Journey 2018 236

NICE inContact

MARCH 8, 2018

If your manager still hasn’t committed to sending you or your colleagues to Interactions 2018, there are some powerful reasons you can share. At Interactions 2018, you’ll be interacting with your peers from other business segments in addition to industry experts. You can still register at the early bird rate now through April 13, 2018.

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2018 Interaction Management ROI 48

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Call Experts is a complete contact center offering customer support through live agent experiences with omnichannel management and AI-powered automated solutions. More Blogs Menu.

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Contact Center Call Center 2018 Omnichannel 81

Call Experts

JANUARY 8, 2020

AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience. Automation and advanced contact center applications support you and can bring quick awareness to customer concerns. More Blogs Menu. How Contact Centers Manage the Holiday Rush.

Touchpoint 78

Touchpoint Contact Center Call Center 2018 78

Call Experts

JANUARY 29, 2020

Partner with an experienced contact center to track and optimize your customer journey. With the support of a contact center, you can easily collect data on the customer touchpoints that matter most. More Blogs Menu. The holiday rush doesn’t mean an overload for your business when you partner with a contact center.

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Customer Experience Contact Center Call Center 2018 78

Call Experts

FEBRUARY 19, 2020

It is the right time to optimize your CX with proven strategies; contact our team today to learn more. . More Blogs Menu. Key 2020 Trends: Cloud Contact Centers. The holiday rush doesn’t mean an overload for your business when you partner with a contact center. How Contact Centers Manage the Holiday Rush.

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Customer Experience Contact Center Call Center 2018 80

Avaya

AUGUST 28, 2018

Avaya’s Customer Experience and Contact Center solutions demonstrated a high level of fortitude that is required to ensure an uninterrupted gameday experience. The post Avaya Powers Team & Fan Experiences at 2018 World Football Tournament appeared first on Avaya Connected Blog.

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2018 Sports Events Contact Center 43