InMoment XI

JANUARY 12, 2024

One of the primary reasons conversation intelligence is crucial lies in its ability to enhance the customer experience. By deciphering the nuances of customer interactions, businesses can gain valuable insights into preferences, sentiments, and pain points. This optimization leads to increased customer satisfaction and loyalty.

E Commerce 260

E Commerce E-support Healthcare Multi-Channel 260

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. How are other customer experience leaders delivering? Piqued your interest?

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Multi-Channel Financial Banking 52

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'

Multi-Channel 140

Multi-Channel Contact Center Call Center Technology 140

Call Experts

FEBRUARY 24, 2022

Companies would have all the resources they needed to operate a BPO contact center in-house in a perfect world. A business process outsourcing can be the perfect fit for your company if you need more than one support channel. . Many companies migrate to BPO contact centers for their customer service needs.

Contact Center 105

Contact Center Call Center Multi-Channel Average Handle Time 105

InMoment XI

OCTOBER 31, 2023

In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Understanding the ins and outs of call center management is crucial for both seasoned professionals and newcomers to the field.

Call Center 260

Call Center Management Exceptional Customer Service Customer Satisfaction 260

VDS

MARCH 17, 2023

Customer engagement and contact centers are critical components of any business’s success. They serve as the primary means for organizations to interact with customers, resolve issues, and improve customer satisfaction. While these two platforms share similarities, they also have important differences.

Contact Center 52

Contact Center 2025 2023 Multi-Channel 52

Brad Cleveland Blog

DECEMBER 1, 2023

The article includes 5 things the very best leaders do to prepare for the future as well … Continue reading → The post Prepare Your Contact Center for the Future appeared first on Brad Cleveland.

Contact Center 46

Contact Center Article Multi-Channel Call Center 46

SaleMove

JUNE 16, 2020

But when it comes to high-volume, inbound, multi-channel conversations, Zoom-like interactions just weren’t built for that. If you think you’re on a lot of calls nowadays, think about a Contact Center agent. The main challenge with using virtual meeting platforms in a Contact Center boils down to control.

Contact Center 52

Contact Center Multi-Channel Banking Interaction 52

Omnicus

AUGUST 29, 2022

Poor customer service is costing businesses more than 75 billion dollars a year. That number should scare you – or at least inform you that most contact centers will (and should) consider how they can up their game in the years to come.

Multi-Channel 56

Multi-Channel Poor Customer Service Contact Center Brands 56

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Brad Cleveland Blog

SEPTEMBER 8, 2023

In this video from my LinkedIn Learning course “Managing a Customer Contact Center,” I … Continue reading → The post <strong>Don’t Guess at Staffing: Proven Methods for Your Contact Center</strong> appeared first on Brad Cleveland. How about a Thursday afternoon at 2:00 pm?

Contact Center 51

Contact Center Management Multi-Channel Call Center 51

Magellan Solutions

NOVEMBER 25, 2021

Empowering Your SME with Omnichannel Contact Centers. As many business practices continue to evolve, so does customer service, continuing to develop its channels in order to provide excellent service in more ways than one. What is an Omnichannel Contact Center?

Contact Center 52

Contact Center Omnichannel Call Center E-support 52

Magellan Solutions

MARCH 8, 2021

The pandemic is still limiting a lot of in-person contacts. Call centers are now running overcapacity to support customers during the pandemic. Multi-channel services can help solve the most common issues. that customer-centric companies are facing today. Move your contact center to cloud.

Contact Center 52

Contact Center Multi-Channel Omnichannel Call Center 52

Playvox

FEBRUARY 27, 2023

Customer experience leaders are more challenged than ever. They are under constant pressure to reduce operational overhead costs, lower recruiting, onboarding and training costs – all while exceeding customer demands and delivering exceptional customer service.

Contact Center 75

Contact Center Management Multi-Channel Omnichannel 75

Brad Cleveland Blog

DECEMBER 1, 2023

The article includes 5 things the very best leaders do to prepare for the future as well … Continue reading → The post Prepare Your Contact Center for the Future appeared first on Brad Cleveland.

Contact Center 26

Contact Center Article Multi-Channel Call Center 26

Avaya

APRIL 27, 2017

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. We’ll show customer-focused companies our latest innovations. We show you the exact experience your customers would have.

Contact Center 54

Contact Center Demo Omnichannel Multi-Channel 54

NICE inContact

OCTOBER 16, 2019

Contact centers of today are not just customer service centers. They are the epicenters of lasting customer experiences (CX) that help brands differentiate and compete better. Failure to do so will likely push your best customers into the arms of your competitors. Automate with intelligence.

Contact Center 48

Contact Center Customer Centricity Culture Omnichannel 48

CSM Magazine

OCTOBER 11, 2019

More and more businesses are taking the plunge and moving their contact centers from on-premise PBX to cloud phone systems. By 2020, 50% of call centers that don’t use cloud technology will have made the switch to cloud based phone systems. What are the benefits of moving to a cloud phone system for your contact center?

Contact Center 40

Contact Center Multi-Channel Call Center ROI 40

NICE inContact

SEPTEMBER 20, 2019

In the world of Contact Centers , moving functions like IVR and ACD are obvious choices. Your Contact Center represents the front line to your constituents and customers. The post Moving to Cloud: A Must for Contact Centers appeared first on NICE inContact Blog.

Contact Center 63

Contact Center Call Recording Document ROI 63

NICE inContact

JUNE 19, 2019

Its 17 contact centers located around the world support the Fossil Group business , including 250 agents who support over 10 languages. Three third-party call centers take calls during off hours and busy holiday seasons. The results: agents who are empowered, more engaged, and more productive.

Contact Center 54

Contact Center Fashion Call Center Customer Satisfaction 54

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage.

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40

Brad Cleveland Blog

SEPTEMBER 8, 2023

In this video from my LinkedIn Learning course “Managing a Customer Contact Center,” I … Continue reading → The post <strong>Don’t Guess at Staffing: Proven Methods for Your Contact Center</strong> appeared first on Brad Cleveland. How about a Thursday afternoon at 2:00 pm?

Contact Center 26

Contact Center Management Multi-Channel Call Center 26

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

NICE inContact

NOVEMBER 8, 2020

An ACD is essential contact center technology. Without an ACD, the operation would be in disarray, which is why it is indispensable for every contact center. Learn the capabilities of industry-leading ACDs and how those capabilities positively impact operations and customer experience (CX).

Contact Center 62

Contact Center Call Center Technology Customer Experience 62

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

NICE inContact

JUNE 30, 2016

Speech Analytics has been a game-changer in this regard, allowing complete and in-depth analysis of 100% of customer interactions without the need for hiring a gigantic call Quality Assurance (QA) staff. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology.

Contact Center 49

Contact Center Technology Multi-Channel ROI 49

NICE inContact

SEPTEMBER 7, 2017

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Customer expectations are fairy straight forward, as they use SMS / text on a daily basis. A true case of 1+1=3.

Contact Center 67

Contact Center Omnichannel 2017 Interaction 67

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 64

Customer Experience Multi-Channel Call Center Omnichannel 64

Interactions

SEPTEMBER 8, 2023

Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. Brands committed to creating exceptional customer experiences have turned to conversational AI solutions like Interactions Intelligent Virtual Assistant (IVA). Our AI is developed specifically for contact centers.

Interaction 62

Interaction Customer Service Contact Center Multi-Channel 62

ShepHyken

SEPTEMBER 23, 2022

This week, we feature an article by Laura Bassett, Vice President of Product Marketing at NICE CXone , a complete platform for delivering an end-to-end customer experience. She shares five key tips for creating an exceptional experience for customers. Customer experience is constantly changing and evolving.

Multi-Channel 80

Multi-Channel Contact Center Customer Journey 2022 80

Brad Cleveland Blog

JUNE 1, 2023

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us.

Contact Center 26

Contact Center 2023 Management Multi-Channel 26

Brad Cleveland Blog

JUNE 1, 2023

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us.

Contact Center 26

Contact Center 2023 Management Multi-Channel 26

Avaya

JUNE 28, 2017

There is no doubt that contact center leaders are feeling the pressure to have their centers and their agents perform more efficiently, faster and with more incite. Companies today are mostly competing on customer experience. The traditional contact center decision makers can no longer go it alone.

Contact Center 49

Contact Center Call Center Innovation Technology 49

Brad Cleveland Blog

FEBRUARY 9, 2022

There are three immutable laws at work in contact centers that you must keep in mind. Find more videos about contact centers in my LinkedIn Learning course “Managing a Customer Contact Center.” They’re always present.

Contact Center 26

Contact Center Presentation Metrics Communication 26

Brad Cleveland Blog

FEBRUARY 9, 2022

There are three immutable laws at work in contact centers that you must keep in mind. Find … Continue reading → The post Three Immutable Laws of Contact Centers appeared first on Brad Cleveland. They’re always present.

Contact Center 26

Contact Center Presentation Metrics Communication 26