Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. Customer experience (CX) is the new marketing battleground. So, if customer experience is the new battleground, then the contact center is out front leading the charge. Customer Experience. Experience. Marissa Feigen. Dick Bucci.

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Contact Center White Paper Document Social Media 105

Help Scout

AUGUST 11, 2021

Bill’s experience is unique, at least in the tech world, in that he started his career in luxury resorts and hotel management. Similar to Ritz-Carlton’s perspective on customer service, Bill Quiseng brings a hyper-defined focus to customer experience. Customer Experience. Call Center.

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Blog White Paper Customer Service Webinar 80

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. This opportunity, driven by the available technology, has given rise to a whole new visual omnichannel experience.

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Omnichannel White Paper Contact Center Touchpoint 143

Talkdesk

MAY 22, 2020

I talked to other leaders in the call center and customer experience (CX) space to see if they had the same challenges as me and how they were solving them. White papers: What research already exists? I looked into white papers and blogs from industry leaders in the contact center operation space.

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White Paper Contact Center Call Center Technology 94

Bold360

DECEMBER 4, 2016

So how can customer support centers within the travel industry better plan for the 2016 holiday season? The practical guide: The following tips will ensure this year’s holiday call center costs and handle times sink to an all-time low, while customer satisfaction ratings soar to an all new high: 1.

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Call Center Travel Multi-Channel White Paper 56

Talkdesk

DECEMBER 10, 2020

If modernizing your customer experience (CX) isn’t one of the top priorities for the leaders in your organization, it should be. Migrating a contact center to the cloud can drive your digital transformation program forward.

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Contact Center White Paper Transportation Roadmap 115

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Rekha explains how she instituted her own method of the three Rs: read, research, and reapply.

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Telecommunications White Paper Culture NPS 120

NICE inContact

JULY 26, 2019

With nearly every major player in customer experience utilizing AI to increase their capabilities and improve results, now is the time to get on track and make practical investments for proven results in your organization. Find out how adding chatbots in your call center can provide better service and overall satisfaction.

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Contact Center White Paper Call Center Download 55

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Rekha explains how she instituted her own method of the three Rs: read, research, and reapply.

Telecommunications 111

Telecommunications White Paper Culture NPS 111

NICE inContact

AUGUST 20, 2019

This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job.

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Contact Center White Paper 2012 Call Center 54

NICE inContact

AUGUST 20, 2019

This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job.

Contact Center 54

Contact Center White Paper 2012 Call Center 54

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

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Kayako

MAY 13, 2022

Companies benefit because customer service agents can focus on customers with more personalized or complicated issues. They don’t spend as much time on routine tasks, which reduces call center costs. Let’s look at a few key ways self-service portals benefit customers and companies. White papers.

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White Paper E Commerce E-support Customer Satisfaction 110

AskNicely

DECEMBER 4, 2018

For some companies that might include ‘after onboarding’ or ‘first invoice’ For others that may include ‘30 days before customer’s renewal date’. Taking the next best action after receiving feedback is the fuel for your customer experience success. Why after each comment?

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White Paper Net Promoter Score NPS Call Center 60

RapportBoost

NOVEMBER 15, 2018

For starters, the emphasis for call centers and customer service teams to employ “omnichannel” solutions took center stage. These initiatives will soon find their way into the priorities of most call center and customer experience strategies. Utilize Augmented Intelligence To Support Agents.

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White Paper Call Center Telecommunications Omnichannel 71

COPC

OCTOBER 13, 2021

To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management. You can also watch our State of the Vendor Management Organization webinar , which features leaders from Hilton and USAA discussing their latest vendor management experiences. Workforce management.

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Contact Center White Paper 2021 2022 52

NICE inContact

OCTOBER 29, 2018

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. Contact Center software and hardware is replaced every couple of years because it either wears out or because it no longer provides needed functionality.

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Contact Center White Paper Call Center Omnichannel 48

Calabrio

APRIL 27, 2017

We all want to feel valued when we come to work, and this is especially true for call center agents. Self-described “people persons” who speak in a clear voice or have experience in customer service roles are ideal, but what you really want are those who see your call center as a career opportunity, not just a job.

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Contact Center Engagement White Paper Social Media 65

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. We discuss these topics more in-depth in the white paper , The 2021 State of Contact Center Vendor Management.

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Contact Center Workshop White Paper 2021 52

Calabrio

JULY 29, 2016

By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty. Here are three ways your call center can improve quality assurance through analytics.

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Contact Center White Paper Omnichannel Call Center 56

Calabrio

APRIL 27, 2017

We all want to feel valued when we come to work, and this is especially true for call center agents. Self-described “people persons” who speak in a clear voice or have experience in customer service roles are ideal, but what you really want are those who see your call center as a career opportunity, not just a job.

Contact Center 40

Contact Center Engagement White Paper Social Media 40

Calabrio

APRIL 27, 2017

We all want to feel valued when we come to work, and this is especially true for call center agents. Self-described “people persons” who speak in a clear voice or have experience in customer service roles are ideal, but what you really want are those who see your call center as a career opportunity, not just a job.

Contact Center 40

Contact Center Engagement White Paper Social Media 40

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Looking for more?

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Looking for more?

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Looking for more?

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

LiveChat

NOVEMBER 16, 2018

From becoming “friends” with customers via social media to getting inside their pockets via smartphone apps to offering customer support 24 x 7 x 365, businesses have pulled no stops at pleasing the customer in the race for market domination. On the other hand, poor customer service can cost companies dear.

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Poor Customer Service White Paper Call Center Customer Service Representative 45

Comm100

APRIL 8, 2016

But if you can focus on cultivating the perfect customer experience, you can laser focus on what your customers actually want or need. For example, you may think that you should be reaching your customers through Pinterest because that’s what your competitors are doing. .” – Times of India Interview.

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Customer Service Social Media White Paper Call Center 43

Avaya

AUGUST 25, 2017

This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed.

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Communication White Paper 2012 Events 64

NICE inContact

NOVEMBER 9, 2018

81% of those surveyed say they’d switch to another company if they’ve had a bad customer experience but over 80% also say they would be willing to reward companies who give great service by going out of their way to buy again and even recommend the company to a friend.

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Contact Center White Paper Omnichannel 2018 49

Avaya

AUGUST 25, 2017

This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed.

Communication 53

Communication White Paper 2012 Events 53

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. Learn More. 4 – Ibid. appeared first on Uniphore.

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Healthcare Contact Center 2021 Average Handle Time 52

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Well-trained operators mean better customer satisfaction. Lower Retention Rates.

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Social Media Customer Service Strategies Customer Service Download 49