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. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center 2018 Innovation Social Media 40

Stella Connect

NOVEMBER 2, 2021

Just as they need a good grasp of products, policies, promotions, and technology, the agents on your customer service team also need to be prepared for the several types of inquiries they’ll likely face regularly from Black Friday through the end of the year. Know What Types of Inquiries to Expect.

Contact Center 88

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.

Contact Center 54

Contact Center Consumers Net Promoter Score 2018 54

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.

Contact Center 59

Contact Center Management Call Center 2018 59

Call Experts

MAY 2, 2019

Develop a plan with strategic initiatives and advanced technology. Contact center protocols develop, manage, evaluate, and optimize your customer journey. Advancements in automation technologies and digital channels create new tools for business owners to engage customers. More Blogs Menu.

Contact Center 56

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.

Contact Center 54

Contact Center Management Call Center 2018 54

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. Through proprietary reporting technologies and detailed holiday protocols, our team is prepared for the holiday rush. More Blogs Menu.

Contact Center 69

Contact Center Call Center 2018 Customer Journey Mapping 69

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.

Contact Center 49

Contact Center Consumers 2018 2017 49

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. Unfortunately, “happy agents coupled with the advanced technology makes for happy customers” just doesn’t roll off the tongue as well. Where can technology help close those gaps?

Contact Center 48

Contact Center Technology 2017 Roadmap 48

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.

2018 48

2018 Blog 2017 Contact Center 48

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. Unfortunately, “happy agents coupled with the advanced technology makes for happy customers” just doesn’t roll off the tongue as well. Where can technology help close those gaps?

Contact Center 48

Contact Center Technology 2017 Roadmap 48

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. This reminds me of a piece I once wrote about Tool vs. Toy , which explores the changing value of technology driven by users vs. investors.

2018 72

2018 Customer Journey Mapping Contact Center E Commerce 72

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. You need the technology infrastructure to make it a reality.

Contact Center 54

Contact Center Call Center 2019 Competitive Advantage 54

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.

Contact Center 40

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.

Contact Center 42

Contact Center 2018 Customer Centricity Social Media 42

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?

Customer Care 74

Customer Care 2018 Contact Center 2013 74

Uniphore

MARCH 21, 2018

It seems automation is everywhere these days, allowing people to accomplish a variety of tasks faster, and the customer service industry is no exception, where technological advancements continue to transform the customer experience, and businesses continue to discover the benefits of real-time automation.

Contact Center 63

Contact Center 2018 Technology Customer Service 63

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. It’s superior to even perfect processes or perfect technologies!

Culture 140

Culture Contact Center Events Hospitality 140

Natalie Petouhof

SEPTEMBER 23, 2018

Tweet Dreamforce 2018 is here! ServiceCloud Keynote Th 9/27 11 AM #ServiceTrailblazers @Dreamforce Session #custserv #CX #contactcenter [link] Here the latest new trends, technology and how companies are implementing! 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

Avaya

AUGUST 28, 2018

At the most prestigious soccer tournament in the world, Avaya put champion-level technology and solutions throughout the stadiums. Avaya’s Customer Experience and Contact Center solutions demonstrated a high level of fortitude that is required to ensure an uninterrupted gameday experience. Fisht Stadium. Ekaterinburg Stadium.

2018 43

2018 Sports Events Contact Center 43

Cyara

JULY 9, 2019

The contact center has become the inflection point for digital transformation in the enterprise. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. What are the drivers of migrating contact centers to the cloud?”. Blog: Art Schoeller at Forrester Research.

2019 52

2019 Contact Center Average Handle Time Competitive Advantage 52

Call Experts

JANUARY 15, 2020

Success is developed through a perfect combination of talent and technology. HR departments can be passive in their innovations related to modernization through technology. More Blogs Menu. The holiday rush doesn’t mean an overload for your business when you partner with a contact center. Rapid Adoption of AI.

Call Center 72

Call Center Contact Center 2018 Customer Journey Mapping 72

Avaya

NOVEMBER 14, 2018

Consumer expectations are rapidly evolving, and this is influencing major changes in the Contact Center. Technology solutions are also rapidly evolving to meet the needs of brands that are striving to make customers feel valued and meet their rising expectations. Getting there, however, isn’t simply about adding more technology.

Contact Center 63

Contact Center 2018 Consumers Technology 63

Call Experts

FEBRUARY 19, 2020

Two key factors that directly correlate to the growth of your businesses: How well you utilize the latest technologies. 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. What is customer experience?

Customer Experience 80

Customer Experience Contact Center Call Center 2018 80

Avaya

SEPTEMBER 19, 2018

It seems one cannot pick up a newspaper or magazine in 2018 without seeing a headline related to artificial intelligence (AI). In September 2018, The Wall Street Journal published a thought-provoking article, The Human Promise of the AI Revolution. appeared first on Avaya Connected Blog.

Customer Care 94

Customer Care Contact Center 2018 Government 94

NICE inContact

MAY 8, 2019

These are questions that keep contact center leaders up at night. But these days, digital technology innovations can make it increasingly more complex to serve your customers where and how they want to be served. Then we compared these findings to what consumers said in our 2018 consumer study. The results?

Download 54

Download Contact Center 2019 Omnichannel 54

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.

Call Center 49

Call Center Management Contact Center 2018 49

Call Experts

MAY 17, 2019

Call Experts is the premier call center, answering service, and contact center in South Carolina, North Carolina, and New Jersey. Our trained experts specialize in customer service, order entry, HR call, sales, information technology, software development, and more. More Blogs Menu. Tips for getting new customers.

Call Center 65

Call Center Contact Center 2018 Healthcare 65

Comm100

JUNE 19, 2018

Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your industry. But one of the challenges of so many opportunities to learn is figuring out how to package up those insights and apply them within your contact center. Ernesto, Sergio and Aliases in the Contact Center.

2018 40

2018 Contact Center Entertainment Culture 40

NICE inContact

MAY 23, 2019

Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. In our latest report, we compare what businesses think with the actual responses of more than 2,400 consumers who were asked in 2018 about their own, real-world customer service experiences.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55

Call Experts

MAY 8, 2019

As technology advances and improves, experienced business experts are discovering that AI is the best tool for transforming the Digital Customer Experience. Develop sophisticated performance analytics that evaluates contact center metrics. More Blogs Menu. Understand top tier contact center operations and benefits.

Customer Experience 65

Customer Experience Call Center Contact Center 2018 65

NICE inContact

FEBRUARY 4, 2019

It probably goes without saying that one major benefit of a cloud-based contact center is the access to continual, automatic upgrades and innovation as they happen. We believe our cloud-native, modern architecture has proven itself to be built for the greatest flexibility and scalability on the cloud contact center market.

Innovation 55

Innovation Contact Center Roadmap 2018 55

Call Experts

APRIL 18, 2019

Call Experts is the premier call center, answering service, and contact center in South Carolina, North Carolina, and New Jersey. Our trained experts specialize in customer service, order entry, HR call, sales, information technology, software development, and more. More Blogs Menu. Watch video on youtube: [link].

Call Center 66

Call Center Contact Center 2018 Healthcare 66

Call Experts

MAY 30, 2019

Technology influences employees. The latest technologies have a significant impact on employee engagement. More Blogs Menu. Understand top tier contact center operations and benefits. Upgrade your property management services with a contact center. Why do you need a 24-hour contact support system?

Engagement 60

Engagement Call Center 2030 Contact Center 60

Call Experts

JUNE 5, 2019

With the help of the latest technologies, telecommuting is easier than ever. . More Blogs Menu. Understand top tier contact center operations and benefits. Upgrade your property management services with a contact center. When do medical centers need professional contact center support?

Employee Experience 60

Employee Experience Connections Customer Experience Call Center 60

NICE inContact

DECEMBER 17, 2018

At the risk of stating the obvious, customer experience (CX) can make or break your contact center operation. At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. The golden ticket for every contact center is to transform customers into advocates of the brand.

Contact Center 48

Contact Center Omnichannel Download Roadmap 48

NICE inContact

JANUARY 7, 2019

When it’s time to upgrade your contact center to the cloud, one of the biggest headaches is doing the homework on viable solutions. In their 32-criterion evaluation of cloud contact center providers, Forrester identified the 11 most significant vendors and researched, analyzed, and scored them. Plan for 2019 trends.

Contact Center 48

Contact Center 2019 Omnichannel 2018 48