Comm100

MAY 25, 2022

Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers. Many changes, which seemed like far-flung future possibilities, occurred overnight.

2022 52

2022 Blog Contact Center Customer Service 52

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. Technology replacing humans.

Contact Center 111

Contact Center Blog 2025 Banking 111

CX Accelerator

JULY 1, 2020

When the country opens back up, companies will certainly need to revisit their BC plans to see how they can better prevent future threats, continue operations during one, and recover. This crisis has certainly shown a spotlight on the need for a comprehensive WFH policy, and one will likely be built into future business continuity plans.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

CX Accelerator

NOVEMBER 7, 2023

After demanding a supervisor, the representative said, “I am your highest point of contact of contact in this office. By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. Again, huh?

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

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Contact Center Multi-Channel Social Media Customer Service Representative 90

Call Experts

APRIL 8, 2024

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Using a customer journey contact center can also be highly advantageous.

Contact Center 52

Contact Center Customer Journey Call Center Touchpoint 52

BlueOcean

DECEMBER 18, 2018

You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. You’ve got your game face on.

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Contact Center Measurement Metrics Omnichannel 195

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 52

Contact Center Blog Banking Competitive Advantage 52

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Remember that engaged employees work harder, care more about the company, the people they work with and ultimately care more about the customer. – Shep Hyken.

Blog 82

Blog Contact Center Competitive Advantage Engagement 82

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. Artificial intelligence (AI) has permeated many aspects of our work and personal lives.

Contact Center 75

Contact Center Management Call Center Omnichannel 75

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

CX Accelerator

JULY 1, 2020

When the country opens back up, companies will certainly need to revisit their BC plans to see how they can better prevent future threats, continue operations during one, and recover. This crisis has certainly shown a spotlight on the need for a comprehensive WFH policy, and one will likely be built into future business continuity plans.

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Today’s thought leaders and customer contact professionals clearly understand the importance of delivering exceptional experiences. This briefing will help you avoid those pitfalls.

Blog 95

Blog Omnichannel Average Handle Time Contact Center 95

BlueOcean

FEBRUARY 27, 2018

You are out there setting the standard for others to follow (And please, get in touch so we can get you signed on for a guest blog spot). We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care. That’s at least the premise behind this Customer Think blog.

Social Media 199

Social Media Customer Service Contact Center ROI 199

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center 2027 Customer Satisfaction 52

Call Experts

JUNE 15, 2023

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

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?

Contact Center 104

Contact Center 2025 Virtual Agent 2024 104

Beyond Philosophy

AUGUST 25, 2022

Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. Defining Proactive.

Contact Center 147

Contact Center Hotels Social Media Interaction 147

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. The right contact center technology for a SCV. This will help lead you to forming important relationship with your customer. – Shep Hyken.

Blog 90

Blog Customer Service Contact Center Customers 90

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. Before Soliciting Feedback. It’s important to achieve clarity on your organizational goals from the information gathered.

Contact Center 82

Contact Center Feedback Blog Customer Journey Mapping 82

Upstream Works

JANUARY 25, 2022

For contact centers, digital transformation has surpassed buzzword status. CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace. But how can contact centers respond? But how can contact centers respond? Understanding the Customer Journey.

Innovation 78

Innovation Contact Center Omnichannel Touchpoint 78

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. According to ICMI , contact centers have a fairly high turnover rate of 33%.

Contact Center 148

Contact Center Engagement Omnichannel 2019 148

Call Experts

JULY 13, 2023

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Using a customer journey contact center can also be highly advantageous.

Contact Center 52

Contact Center Customer Journey Call Center Touchpoint 52

TechSee

JUNE 10, 2021

Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service. Sure, they divert your workforce from more strategic tasks. .

Innovation 207

Innovation 2025 Transportation Consumers 207

Brad Cleveland Blog

JANUARY 11, 2024

I’ve admired the work Blake has done for years and was excited to have the chance to sit down with her to discuss customer experience, contact centers, and the future. Recently, Blake Morgan invited me to be a guest on her podcast.

Contact Center 45

Contact Center Customer Experience Customers Call Center 45

BlueOcean

MARCH 26, 2018

Say hello to the future: the robots are right here. This blog by Information Age is a great reminder of how artificial intelligence still hinges on human guidance. The blog outlines plenty of other ways that artificial intelligence can work on its own, and how human interaction fits into the puzzle. Most companies aren’t yet.

Customer Service 168

Customer Service Brands Call Center Healthcare 168

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

2024 81

2024 Innovation Customer Service Omnichannel 81

VDS

MAY 7, 2024

Key Features: Unified Workspace : The solution integrates Genesys Cloud’s contact center features with ServiceNow CSM , giving agents a single workspace. This partnership is set to transform customer interactions and enhance employee support. AI recommendations ensure quicker, more personalized responses.

2024 52

2024 Contact Center Customer Satisfaction Connections 52

Lumoa

OCTOBER 26, 2022

Future of Customer Contact Conference | February, 9 | London, UK. Customer Contact Week Europe Exchange | March, 7-8 | London, UK. 19th Annual Customer Contact East | April, 23-26 | Fort Lauderdale, US . Now more than ever. CX BFSI UK Exchange | February, 21-22 | London, UK. E3CX | March 1-2 | Riyadh, Saudi Arabia.

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2023 Customer Experience Contact Center Financial 94

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 98

Call Center Contact Center Webinar 2021 98

SaleMove

JUNE 11, 2020

Check out the previous installment of this series: The Times They Are a-Changing: Talent in the Contact Center Part 2: Players and Coaches In this third installment of this blog series, we continue to discuss how to staff the contact centers of the future.

Virtual Agent 52

Virtual Agent Contact Center Blog Interaction 52

Eptica

SEPTEMBER 16, 2020

Author: Pauline Ashenden - Demand Generation Manager 2020 has been a turbulent year for everyone – but what has been the impact on customer experience in general, and contact centres in particular? At a time when customer experience and reassurance has been vital, how well has CX coped, and what lessons can be learnt for the future?

Customer Experience 127

Customer Experience 2020 Contact Center ROI 127

ShepHyken

JULY 26, 2021

More than just saying, “Thank you,” you can share more product information, get the customer to subscribe to your blog, upsell and cross-sell, ask for reviews, and more. Consider the opening stats. Sixty-four percent of U.S. Dissatisfied employees were more than 2.5 Fast Company) As we move closer to recovery in the U.S.,

Article 102

Article 2021 Customer Service Contact Center 102

CSM Magazine

MAY 16, 2023

When selecting a contact center to assist your company, you want more than outsourced services. In order to get there, you need to partner with a contact center that places employees and their training as its highest priorities. Protel BPO agents are selected from a fast-growing contact center labor pool.

Contact Center 52

Contact Center Retail Leadership Culture 52

Calabrio

DECEMBER 18, 2020

This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions. This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions.

Contact Center 64

Contact Center Leadership Insights Technology 64

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? So there’s no time like the present to create the best customer service training program for your contact center. 3: DO: Know when group training is most appropriate (and when it’s not).

Customer Service Training 78

Customer Service Training Contact Center Customer Service 2022 78

VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Let’s begin!

Contact Center 52

Contact Center Return on Investment ROI Demo 52