Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Playvox

APRIL 5, 2022

Most companies aspire to excellence in customer experience (CX). But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. How do you build a high performance contact center? After all, the employee experience drives the customer experience.

Contact Center 77

Contact Center Net Promoter Score Metrics Average Handle Time 77

Upstream Works

JUNE 9, 2022

After five years of providing what amounted to call center plumbing, we had really zeroed in on what call centers did and realized that the heart of a call center was and always will be the people that operate the phones. The contact center was even more complicated.

Contact Center 157

Contact Center Call Center 2006 Virtual Agent 157

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

Playvox

JUNE 28, 2022

While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use. in addition to voice.

Contact Center 84

Contact Center Omnichannel Competitive Advantage Article 84

Playvox

JUNE 6, 2023

As “do more with less” becomes a familiar mantra, contact center leaders are challenged to convince C-suite executives, and especially chief financial officers (CFOs), that not only is it mission critical to deliver outstanding customer experiences (CX) , but that it’s also an opportune time to invest in workforce management (WFM) software.

Contact Center 66

Contact Center Return on Investment ROI Financial 66

Beyond Philosophy

MAY 25, 2022

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued.

Contact Center 148

Contact Center Interaction Consulting Call Center 148

BlueOcean

OCTOBER 29, 2019

Or maybe math isn’t your strong suit and you’re just looking for hard numbers to tell you what you need to know. Either way, we’ve put together this handy infographic to help you compare the cost of in-house vs outsourced contact centers. Request an estimate today. Calculating the Cost of Outsourcing. Get a custom quote today.

Contact Center 136

Contact Center Document Customer Care Customer Experience 136

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. For example, if employers and employees support and respect one another, it can create a positive chain reaction which ultimately can lead to the delivery of outstanding customer experience (CX).

Engagement 73

Engagement Contact Center Culture Metrics 73

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. In the hotel I currently manage, we provide suite accommodations.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

Talkdesk

APRIL 13, 2021

Talkdesk offers advanced administrative services to help customers optimize their contact center. We continue to work closely with our customers to improve Customer Experience (CX) and achieve greater revenue. The company shares Talkdesk’s passion and commitment to deliver unique experiences to clients.

Contact Center 133

Contact Center Return on Investment Leadership Consulting 133

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Customer Satisfaction Interaction Call Center 84

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” The C-suite needs see, if there was a (customer) problem, yo.you solved it.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

CSM Magazine

APRIL 12, 2023

True-cloud, workforce-performance leader combines WEM suite with Genesys Cloud CX to give customers a more flexible, feature-rich solution. Strong return on investment (ROI) as the combined optimization of workforce resources, performance, and engagement catalyzes cost reductions alongside customer experience success.

Contact Center 52

Contact Center Return on Investment Omnichannel Employee Experience 52

Inbenta

DECEMBER 21, 2023

RESOURCES Webinars Chatbot AI for Enterprise: Secrets to Enhancing Customer Experience While Maintaining Compliance AI is reshaping how businesses engage and communicate with their customers. Featured speakers include David Barnhardt, Head of Experience and Brett Petersen, Head of Global Operations & Enablement at Inbenta.

Webinar 52

Webinar Contact Center Demo Definition 52

BlueOcean

OCTOBER 17, 2019

Running an effective and efficient procurement process for a contact center partner is easier said than done – even for seasoned indirect sourcing professionals and folks in the C suite. It’s not unusual for the process to take 12 to 18 months from discovery to go-live with significant time and budget required along the way.

Contact Center 149

Contact Center Consulting Culture Reference 149

CSM Magazine

JANUARY 9, 2023

Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM). Playvox solutions deliver a powerfully simple way to achieve efficiency and effectiveness in the contact center.

Contact Center 59

Contact Center Engagement Multi-Channel Customer Centricity 59

BlueOcean

SEPTEMBER 4, 2019

If your contact center is based in a market like San Francisco, New York, Toronto, or Vancouver, the perks of outsourcing are immediately obvious. That means your target market for labor likely resides in the suburbs, faced with a long commute into a contact center located in your company’s urban HQ.

Contact Center 159

Contact Center Customer Service Customer Care Customers 159

CSM Magazine

SEPTEMBER 14, 2023

Industry Report Ranks Calabrio as an Overall Agent Management Leader and a Product Experience Leader. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian.

2023 59

2023 Management Contact Center Customer Centricity 59

CSM Magazine

JANUARY 18, 2023

“Calabrio is an innovative disruptor in the cloud-first contact center market, across enterprises of all sizes. We believe that Kevin’s passion and deep experience in the technology industry is well suited to shepherd Calabrio into its next phase of growth,” said Mike Hoffmann, Partner at Thoma Bravo.

Contact Center 52

Contact Center Customer Centricity Leadership Technology 52

CSM Magazine

MARCH 27, 2023

Calabrio , the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market.

Contact Center 52

Contact Center Multi-Channel Management Omnichannel 52

Inbenta

OCTOBER 30, 2023

RESOURCES Webinars Chatbot AI for Enterprise: Secrets to Enhancing Customer Experience While Maintaining Compliance AI is reshaping how businesses engage and communicate with their customers. Featured speakers include David Barnhardt, Head of Experience and Brett Petersen, Head of Global Operations & Enablement at Inbenta.

Webinar 52

Webinar Contact Center Demo Definition 52

CSM Magazine

APRIL 6, 2023

“Calabrio’s long-tenured research, customer collaboration, and partnerships with top-tier universities has established us as a pioneer in enterprise AI innovation for contact centers. For over a decade, our Innovation Center and product teams have been integrating with sophisticated AI and ML tools.

Contact Center 52

Contact Center Innovation Customer Centricity Brands 52

BlueOcean

AUGUST 7, 2018

Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) It’s the type of decision that is well-suited to a formal RFP and procurement process. It’s the type of decision that is well-suited to a formal RFP and procurement process. Keep reading.

Contact Center 189

Contact Center Culture Fashion Consulting 189

Playvox

MARCH 29, 2022

As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. While workforce optimization suites are undeniably valuable, particularly for improving staff efficiency, their approach also brings limitations. Do you want to be optimized?

Engagement 60

Engagement Management Contact Center Competitive Advantage 60

CSM Magazine

SEPTEMBER 21, 2023

Calabrio, the workforce performance company, has released its annual analysis of the contact centre market, the State of the Contact Centre 2023: Activating the Agent of the Future. Anticipating the Agent Workforce Evolution with AI Calabrio surveyed 400 contact centre managers from across 10 countries, 4 age groups, and 6 industries.

Customer Service 59

Customer Service Contact Center 2023 Customer Centricity 59

CSM Magazine

FEBRUARY 12, 2024

Understanding Outbound Voice Communication At its core, outbound voice communication involves proactive contact with customers or prospects through calls initiated by the business. It also allows businesses to gather feedback, refine products or services, and enhance the customer experience.

Communication 52

Communication Contact Center Omnichannel Call Center 52

TechSee

MAY 4, 2021

Brands and retailers have begun leveraging gig workers to ensure high-quality customer experiences while only staffing and paying for the actual work needed. More and more companies recognize the benefits of allowing their employees to WFH, or more accurately, work from anywhere (WFA) that best suits their lifestyle.

Customer Service 182

Customer Service 2027 Contact Center Call Center 182

Playvox

FEBRUARY 27, 2023

Customer experience leaders are more challenged than ever. When contact center managers look to decrease overhead, they think first to eliminate manual processes through automation. Meanwhile, CX leaders never take their eyes off customer KPIs, such as first contact resolution (FCR), retention, and satisfaction.

Contact Center 75

Contact Center Management Multi-Channel Omnichannel 75

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. While expectations were high for CX initiatives, business outcomes failed to deliver the bottom line results expected by C- suite executives.

Call Center 182

Call Center 2019 Contact Center Customer Experience 182

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.

Connections 52

Connections Contact Center 2023 Innovation 52

Kustomer

FEBRUARY 11, 2024

Key Zendesk Suite Features Below, we highlight some of the key features of Zendesk Suite. This means certain features are only available to Suite customers, while others are exclusively created for customers on the Professional or Enterprise plan. You can add chat to the knowledge base and answer bots with minimal effort.

Multi-Channel 98

Multi-Channel E-support E Commerce Omnichannel 98

CSM Magazine

MAY 23, 2023

Martins will be responsible for leading the company’s global technology and product management teams, including development, cloud, information technology, security, product marketing, product management, and user experience (UX) development, as well as the Innovation Center. “Joel is a force to have on board. “As

Innovation 52

Innovation Contact Center Customer Centricity Leadership 52

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? As these cornerstones of a business transform themselves, the company’s culture may follow suit. Are your values still shared and mutually respected?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Should the Chief Experience Officer Cease to Exist? My Comment: The CXO (Chief Experience Officer) has been a recent addition to the C-Suite in the past five or so years. ” We won’t remember such an experience.

2021 143

2021 Article E Commerce Customer Service 143

ShepHyken

DECEMBER 2, 2022

This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. He shares the benefits of excellent customer experience for your customers and employees. At the heart of all contact centers sit the agents.

Contact Center 69

Contact Center Customer Experience Omnichannel Social Media 69