TechSee

DECEMBER 11, 2018

Call center leaders realize that the time has come to deliver real measurable value to the enterprise. 2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination. Aligning business objectives with contact center performance.

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Call Center 2019 Contact Center Customer Experience 182

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! May 2019 be the year of authentic culture for all of us!

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Culture 2019 Contact Center Leadership 244

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. Let’s take a look at a few things Idaho Central Credit Union does differently to make it a best-in-class contact center.

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Contact Center 2019 Net Promoter Score NPS 75

CSM Magazine

JANUARY 23, 2019

With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. There are increasing numbers of brands focusing on the CX rather than basic contact center metrics, which is a positive move for the industry as a whole. Brands will start going back to basics.

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Contact Center 2019 Omnichannel 2018 55

ShepHyken

JUNE 28, 2019

The World Bank finds in its 2019 examination of the workforce that while technology is indeed changing how people work, it’s also creating new opportunities. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Because of that word “current.”

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Contact Center Blog 2025 Banking 111

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The Power of Coaching.

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Contact Center 2018 2019 Culture 62

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

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Contact Center 2022 Omnichannel 2025 79

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

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Contact Center 2019 Call Center Omnichannel 48

Playvox

NOVEMBER 2, 2021

Let’s explore five current shopping trends, and what this behavior means for those of us in the contact center industry. grew more than three times as quickly from 2019 to 2020 as it did during the previous five years. For contact center professionals, it’s critical that we put ourselves in the shoes of our customers.

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Contact Center E Commerce E-support 2021 73

Call Experts

FEBRUARY 12, 2020

By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. In 2019, automatic call distribution sported 23.3% The contact center is in the midst of the most exciting and promising time in its history.

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Contact Center 2020 Call Center Omnichannel 69

Talkdesk

DECEMBER 30, 2019

With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. Resolution 4: Enable The Knowledge Worker.

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Contact Center Average Handle Time Competitive Advantage 2019 61

Talkdesk

JANUARY 9, 2019

Early in my career, I spent eight years supervising agents in contact centers. Working in and managing contact centers is not for the faint of heart. How do you scale up and down quickly in a modern contact center? Every day is a challenge and seems like you are dealing with fires all day, every day!

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Contact Center 2019 Insurance Travel 44

Avaya

JUNE 26, 2019

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. What does this “new contact center” look like? But what kind of changes are we talking about? million a year in lost productivity).

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Contact Center 2025 2019 2023 63

Answer Dash

JANUARY 1, 2019

There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. Integrate Slack with support tools Slack has revolutionized contact center communication. To conclude, it’s been a good year of product demos and I expect the same in 2019.

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Contact Center 2019 Demo Article 67

UJET

NOVEMBER 16, 2020

The only problem is that no one knows what the new normal will be, only that it is likely to be different from what the world looked like at the end of calendar year 2019. There is never going to be an ideal time to undertake a contact center digital transformation, so DMG recommends that you start now, during the pandemic.

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Contact Center White Paper Roadmap Consulting 56

Experience Investigators by 360Connext

NOVEMBER 16, 2018

What will happen in 2019? 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. Which trends will matter?

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2019 Contact Center Customer Journey 2018 110

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. To cater to both generations, you need to provide up-to-date communication solutions in your contact center. Gamification is one key way to do so.

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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. To cater to both generations, you need to provide up-to-date communication solutions in your contact center. Gamification is one key way to do so.

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Contact Center Management 2017 2010 54

NICE inContact

AUGUST 16, 2019

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. What your agents like the most working in contact centers is helping customers. But that is not where it stops.

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Contact Center 2019 Webinar Interaction 62

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. . . More Blogs Menu.

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Contact Center Management Call Center 2018 60

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. Achieving true omnichannel support was a focus of many organizations in 2019. Kustomer 2019 Developments. The Rise of AI and ML.

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2019 E-support Omnichannel Events 93

NICE inContact

OCTOBER 18, 2019

Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019.

Contact Center 48

Contact Center 2019 Omnichannel 2020 48

NICE inContact

AUGUST 16, 2019

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. What your agents like the most working in contact centers is helping customers. But that is not where it stops.

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Contact Center 2019 Webinar Interaction 54

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

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2024 Sales Customer Service Sports 177

TechSee

AUGUST 14, 2023

Follow on LinkedIn Dan Smitley, Workforce Management and Contact Center Guru As an experienced public speaker and thought leader, Dan is passionate about leveraging workforce management, contact center operations, strategic thinking, project planning, and data analytics to help companies, customers, and front-line employees succeed.

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2023 Customer Service Contact Center Customer Centricity 207

NICE inContact

OCTOBER 17, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

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Contact Center 2019 Technology Multi-Channel 48

Talkdesk

JULY 3, 2020

Talkdesk is proud to be the first and only CCaaS provider to possess the ISO 22301 Business Continuity certification since 2019, which specifies requirements to establish, implement, maintain and continually improve a documented management system to protect and recover business operations against disruptive incidents.

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Contact Center Competitive Advantage 2019 Document 82

CloudCherry

SEPTEMBER 6, 2018

If you were to use customer sentiment “bag of words” analysis on the survey responses that you did get, or even pull in reviews from Google or contact center conversations, it may help dig deeper into how your customers are actually feeling about the services you are providing without getting any additional responses to surveys.

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Definition 2019 NPS Financial 221

Advantage Communications

JANUARY 28, 2019

Whether you outsource your customer service to a contact center or have your own in-house team, happy and engaged employees are the very foundation of your business.

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Contact Center Engagement 2019 Blog 45

Talkdesk

JANUARY 2, 2019

As 2018 comes to a close and we prepare for a new year, three main themes will dominate the reader’s list for 2019: becoming a customer experience hero, improving both customer AND agent experience and improving operational efficiency. With that context, here are five suggested resolutions for contact center leaders in 2019.

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Contact Center 2019 2018 ROI 67

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.

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Contact Center Call Center 2019 Competitive Advantage 54

NICE inContact

AUGUST 20, 2020

NICE inContact Global CX Benchmark study, 2019 shows that great service can build brand loyalty among 81% of customers and turn 87% of them into advocates. Customer experience (CX) is the new tool for competitive differentiation and every company large and small is investing in creating better experiences for their customers.

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Contact Center 2019 Loyalty Brands 78

NICE inContact

OCTOBER 17, 2019

NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019.

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Contact Center 2019 Multi-Channel Call Center 48

BlueOcean

NOVEMBER 25, 2019

Below you’ll find the best customer service kudos of 2019 (so far!) The post Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best appeared first on Blue Ocean. As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents.

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2019 Customer Service E-support Interaction 156