NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. Both generations are tech-savvy, but each rely on technology differently. This type of communication is vital to the fast-pace environment of a contact center.

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Contact Center Management 2017 2010 55

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. Both generations are tech-savvy, but each rely on technology differently. This type of communication is vital to the fast-pace environment of a contact center.

Contact Center 54

Contact Center Management 2017 2010 54

Upstream Works

DECEMBER 11, 2018

As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come. The very word “multichannel” seemed to indicate that the more channels a contact center could boast, the better.

Customer Experience Management 96

Customer Experience Management 2019 Management Customer Experience 96

NICE inContact

NOVEMBER 15, 2019

No other season impacts so many contact centers across so many markets quite like it. To accommodate the volume of sales, returns, and customer service requests, most businesses will hire seasonal contact center staff. Some retailers choose to upgrade technology, moving their call center software to the cloud.

Contact Center 54

Contact Center Omnichannel 2019 Call Center 54

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. Time to start planning for your 2019 customer experience initiatives. Technology is on your side. It’s that time of year again.

Blog 96

Blog Customer Experience Contact Center Airlines 96

Call Experts

NOVEMBER 20, 2019

In 2019, Salesforce forecasts a "sustained and solid U.S. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . .

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Contact Center Management Call Center 2018 60

NICE inContact

SEPTEMBER 18, 2019

Artificial Intelligence (AI) in the contact center. To some, AI in the Contact Center , conjures up images of chat bots or AI call center agents. While many contact centers are experimenting with chat bots, many also see the vision of infusing their entire call center with AI. We found that.

Contact Center 54

Contact Center Call Center Roadmap 2019 54

Kustomer

DECEMBER 20, 2019

The final days of 2019 are drawing to a close, and that means it’s time for Kustomer’s year-end wrap up. Here are some of the most memorable highlights: Top Customer Service Trends of 2019. Unfortunately, the two terms have almost become interchangeable, with many companies and technology providers conflating them.

2019 93

2019 E-support Omnichannel Events 93

Interactions

DECEMBER 18, 2019

10 years ago… While there was certainly a greater shift to a more customer-centric focus than in the early 2000s, the technology in 2010 was not on par with what it is today. had been around for about 20 years, but the technology hadn’t improved much from when it was originally developed. CX is King .

2019 62

2019 Customer Experience 2010 Contact Center 62

NICE inContact

SEPTEMBER 30, 2019

Business in 2019 looks dramatically different than it did 30 years ago. 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.

Contact Center 54

Contact Center Call Center 2019 Competitive Advantage 54

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. In 2019 businesses continue to fund their IVR call solutions as statistics both formal and anecdotal continue to demonstrate the need. Get Straight to the Point.

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Blog Customer Experience Contact Center Interaction 96

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. In the United Kingdom, there are daily themes, each emphasizing different aspects of customer service.

2019 60

2019 Customer Service Contact Center Customer Centricity 60

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

CX Accelerator

MAY 15, 2019

Here at CC Expo, it’s clear that the world of the contact center is at a turning point. The Expo hall is crammed with state-of-the-art technologies and promises of automation, higher efficiency, lower costs. Kaye's LinkedIn Back To CX Accelerator Blog New software and solutions are dazzling and daunting in equal measure.

Contact Center 51

Contact Center Customer Service 2019 Culture 51

West Monroe

DECEMBER 6, 2019

Thousands of Salesforce community members converged in San Francisco last week for Dreamforce 2019. New partnerships with companies such as Microsoft, Tableau, Apple, and Amazon indicate major opportunities for organizations to elevate their customer experience in 2020 using Salesforce technology to be more agile, predictive, and strategic.

2019 52

2019 2020 Customer Centricity Financial 52

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

Avaya

MARCH 19, 2019

This blog is authored by Phil Baumann & Hristiyana Ivanova at C3i Solutions. This blog was first published Jan 31, 2019 on the C3i Solutions blog. This blog was first published Jan 31, 2019 on the C3i Solutions blog. In 2019, social care will be the new connection to your customers.

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Social Media 2019 Poor Customer Service Customer Care 45

NICE inContact

JULY 9, 2019

Every year, NICE inContact experts, customers and partners gather for the company’s much-anticipated Interactions user conference to explore and exchange the latest in cloud contact center ideas, trends and technology. Here’s Your One-stop Resource appeared first on NICE inContact Blog.

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Contact Center 2019 Webinar Presentation 59

Playvox

DECEMBER 7, 2021

But today they also make up 35% of the American workforce , and it’s important for contact center leaders to understand who they are, what they want, and how best to manage them. Related: 4 Tips for Managing a Multi-Generational Contact Center. Millennial behaviors and values can be big pluses in your contact center.

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Contact Center Management 2021 Feedback 52

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. Speaking of AI, the study found that contact center leaders are confident in AI, but consumers are more cautious.

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Download Contact Center 2019 Omnichannel 54

NICE inContact

DECEMBER 6, 2018

Contact center leaders feel the relentless pressure to improve the customer experience that their teams deliver. End of the year planning cycles often add extra pressure and urgency to understand how your are meeting customer expectations and to identify and budget for your top 2019 contact center improvement plans.

Customer Experience 48

Customer Experience Contact Center 2019 Webinar 48

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. To welcome the new year, here are five predictions for 2019. Customers today expect to be able to not only contact support via mobile, web, in-app, social, and more, but easily move between channels without compromising their experience.

2020 78

2020 Contact Center 2019 Omnichannel 78

NICE inContact

MAY 23, 2019

Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. Get your copy of the business wave of the 2019 NICE inContact Customer Experience Transformation Benchmark today! appeared first on NICE inContact Blog. This is the nature of life in the digital age.

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Contact Center 2019 Omnichannel 2018 55

NICE inContact

SEPTEMBER 25, 2019

What do companies report after they move their contact center technology to the cloud? We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. How important is this?

Contact Center 54

Contact Center Call Center Omnichannel Customer Satisfaction 54

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs.

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Contact Center Social Media 2019 Document 70

TechSee

MAY 21, 2019

CAGR, and the size of the global market will reach $2,420 million by 2024, up from just $140 million in 2019. Emotion analytics is an effective and objective measure of feedback, relying on artificial intelligence and technology to detect and analyze data, without requiring the customers to take any additional action.

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Innovation Customer Experience Contact Center 2024 137

Eptica

SEPTEMBER 18, 2019

Date: Wednesday, September 18, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 4 ways to drive recognition in your customer service team. Published on: September 18, 2019. That’s why pretty much every contact center I visit has a recognition program of some sort in place.

Customer Service 66

Customer Service Contact Center Average Handle Time E-support 66

NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. The post Consumers and Businesses Agree: When It Comes to AI, Transparency Is Key appeared first on NICE inContact Blog.

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Consumers Contact Center 2019 ROI 54

CSM Magazine

JUNE 20, 2019

Coveo is the market-leading AI-powered insight platform, combining unified search, contextual relevance, analytics and ML-powered recommendations technology. Coveo uses AI and intelligent search technologies to personalize millions of digital experiences for customers, partners, dealers, and employees. 35% Fewer Escalations.

Technology 40

Technology Average Handle Time Contact Center 2019 40

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

Think Customers

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. According to a 2019 study by researchers at Yale University, flexibility was the main driver among gig workers.

Contact Center 105

Contact Center Effort Score Metrics 2023 105

Bold360

JANUARY 2, 2020

So for my last episode in 2019, I wanted to look back at what I’d learned from those conversations. So be careful if you’re going to build something yourself and leverage a technology platform to do it. Pointing the Finger at Technology. That’s a bad model for technology and problem solving. Ryan Lester.

2019 59

2019 Virtual Agent Contact Center Connections 59

Upstream Works

JANUARY 22, 2019

Customer experience journey management and optimization will take precedence in 2019 as organizations continue to focus on driving greater productivity and efficiency and improved customer experience. A typical contact center uses a number of different applications in order to function.

Customer Experience 94

Customer Experience Contact Center Omnichannel Customer Journey 94

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service. What’s driving this move to an ecosystem approach?

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Contact Center 2025 Virtual Agent 2024 104

Avaya

APRIL 9, 2019

My previous esports blog highlighted the dramatic growth of the market with 380 million esports viewers today jumping to nearly 560 million viewers by 2021. FanVest , an event and community platform for the business side of sports is hosting its annual summit, The Business of Sports & Esports , in Oakland on April 10, 2019.

Sports 51

Sports Entertainment Contact Center 2019 51

Avaya

FEBRUARY 25, 2019

As a recent Avaya blog highlighted , research indicates that 81% of US online adults use smartphones daily or more often, 57% are extremely heavy users of smartphones, and 40% of US online adults ages 55 to 64 are likely to get more mobile. And did you know that in the U.S.,

Contact Center 54

Contact Center Customer Experience Transportation Innovation 54

NICE inContact

OCTOBER 17, 2019

Much has been written about the growth of self-service technologies, like mobile apps and chatbots. The business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark analyzes survey results from over 900 contact center professionals in the US, the UK, and Australia. Download your copy today.

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Contact Center Social Media 2019 Touchpoint 48