CSM Magazine

MARCH 27, 2023

Calabrio , the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market.

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Contact Center Multi-Channel Management Omnichannel 52

Upstream Works

MAY 27, 2021

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. This is because cloud provides business value across the entire customer service value chain. There is another stakeholder group that benefits from the cloud – agents.

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Contact Center Connections 2020 Fashion 78

Upstream Works

SEPTEMBER 30, 2021

The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. Here are some implications for contact center leaders to consider in making the right buying decisions.

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Contact Center E Commerce Omnichannel Social Media 78

BlueOcean

APRIL 28, 2020

For most contact centers, work-at-home solutions aren’t new – but WAH has historically been an option, one of the tools available, often deployed in conjunction with brick-and-mortar teams. Will more businesses shift from on premise to cloud solutions? How will omnichannel strategies shift as a result? What about you?

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Contact Center Culture Omnichannel Customer Care 156

Calabrio

JUNE 30, 2020

After months in total or semi-isolation, today’s customers—especially those with less disposable income due to economic shutdowns—have an even greater need to feel heard by the customer service teams they contact. After all, digital messages are prone to flat affect (ask anyone who’s misinterpreted one of my sarcastic texts!),

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Contact Center Omnichannel Connections Communication 87

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

ShepHyken

APRIL 8, 2022

This week, we feature an article by Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise. He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. This is often termed an omnichannel approach.

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Retail Customer Experience Contact Center Omnichannel 75

Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.

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Contact Center Omnichannel Call Center Call Recording 91

Talkdesk

OCTOBER 14, 2020

Similarly to 40 years ago , major banks, finance companies and collection agencies are muscling up call centers to respond to the arrears crisis for credit cards, auto loans, student loans and other forms of debt. The bar is consistently rising for a truly seamless omnichannel borrower experience. .

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Banking Contact Center Omnichannel Insurance 105

Upstream Works

JULY 16, 2021

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Learn more about our omnichannel contact center solutions here.

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Contact Center Innovation Call Center Omnichannel 78

Upstream Works

AUGUST 5, 2021

As momentum continues to build for cloud adoption in the contact center space, the business case for supporting this decision becomes clear. These are a few specific examples of how cloud benefits the contact center and any one of these is sufficient to justify the investment.

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Contact Center Call Center Omnichannel Customer Journey Mapping 78

CSM Magazine

JUNE 29, 2023

Memo Group , the leading Belgian contact centre specialists, today announced their partnership with Sabio Group , a global customer experience (CX) solutions provider, to support the implementation of their Twilio Flex solution. ” The partnership between Memo and Sabio will bring significant benefits to both organisations. .

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Contact Center Omnichannel Consulting Customer Journey 52

CSM Magazine

DECEMBER 10, 2021

The AWS Partner Awards also recognize AWS Partners whose business models continue to evolve and thrive on the AWS Cloud as they work with customers. ” With a legacy of over 40 years in the contact center environment, VoiceFoundry’s expertise is focused on the Amazon Connect portfolio of services. .

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2021 Connections Contact Center Omnichannel 52

Think Customers

JULY 5, 2023

With thick wildfire-smoke clouds obscuring the New York skyline outside, NICE CEO Barak Eilam shared some cloud wisdom of his own at the recent NICE Interactions conference. Meanwhile, he said, only 20% of CX organizations are on cloud native platforms.

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Contact Center 2023 Omnichannel Interaction 52

Upstream Works

DECEMBER 18, 2019

There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon. Ten years is an eternity in the world of tech, and it’s staggering to consider how much the contact center has changed over the last decade.

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Contact Center 2020 Omnichannel Demo 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!

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Contact Center Return on Investment ROI Demo 52

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!

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Contact Center Return on Investment ROI Demo 52

Talkdesk

NOVEMBER 24, 2020

Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first. In the wake of COVID-19, providing patient-centered care and a more consumer-like patient experience is critical for HCOs. The patient experience is undergoing a profound change.

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Consumers Healthcare Contact Center Call Center 101

Upstream Works

NOVEMBER 19, 2020

These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. Agent engagement is another concern and IT needs to think about countering the isolation that can come from working solo.

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2021 Average Handle Time Contact Center E Commerce 78

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. omnichannel management that supports digital transformation. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape.

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Contact Center 2020 Call Center Omnichannel 69

Think Customers

JULY 19, 2021

Customer experiences have transformed seemingly overnight, with enhanced digital tools and technology, work-from-home operations, and empowered customers. Many government agencies are being asked to add more digital channels, flexibility and speed to public-facing operations while also maintaining strict levels of security and compliance.

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Government Contact Center Return on Investment Webinar 52

NICE inContact

AUGUST 13, 2019

Digital-first customer service is no longer a nice option or a fun perk. Is your contact center keeping up? Without a digital customer service strategy, your customer is on the receiving end of a busy signal, or a phone left off the hook. How do cloud contact centers meet these digital-forward needs?

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Contact Center Customer Service Omnichannel Innovation 54

Playvox

JUNE 7, 2023

When I worked in contact centers, people would ask what I did for a living, and I would say Workforce Management. Related Article: Boosting Employee Engagement: 6 Tips for Keeping Contact Center Agents Motivated What Can Workforce Management Do? I was usually met with a blank look. Why Do You Need WFM?

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Management Contact Center Omnichannel Metrics 52

Playvox

NOVEMBER 4, 2021

From how we navigate our day and interact with friends and colleagues to how we engage with vendors and brands, new tools and communication channels have changed the touchpoints we all experience. For businesses of all sizes, technology has also changed contact centers from an internal and customer-facing perspective.

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Contact Center Technology Call Center Exceptional Customer Service 52

Kustomer

APRIL 13, 2022

Take an Omnichannel Support Approach. An omnichannel support approach involves engagement with customers across a vast range of touchpoints. True omnichannel support is more than simply communicating with customers on every channel. Source: pixabay.com. Enable Knowledge Sharing. Use Chatbots.

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Customer Service Omnichannel Social Media Document 94

Playvox

NOVEMBER 18, 2021

The pandemic permanently changed the contact center landscape. Globalization and a younger workforce that prioritizes work-life balance are forces that likely would have compelled contact centers to gradually adopt a work from anywhere agent model. What is a cloud solution? Let’s take a closer look.

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Contact Center Reference Omnichannel Technology 52

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. It’s important to keep in mind that every emerging customer experience challenge we are trying to solve in the post-pandemic digital world reflects a similar employee experience challenge.

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Omnichannel Employee Experience Rewards Programs Touchpoint 98

Talkdesk

SEPTEMBER 8, 2020

Open enrollment is typically among the busiest times of the year for healthcare plan providers as the volume of consumer calls to the contact center increases significantly. During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78

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Healthcare Contact Center Customer Experience Call Center 67

Call Experts

FEBRUARY 26, 2020

Companies need to offer one point of contact linked to 24/7 support. Contact centers must capture data in real-time and enter correctly into CRM systems to provide reporting for your business to make data-driven decisions. . Often, these partners are looking for Omnichannel management to support a robust digital presence.

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Contact Center Call Center 2018 Omnichannel 59

Magellan Solutions

JULY 29, 2021

The coronavirus pandemic has been tough on the contact center services Philippines and on a global level. . Once they do connect with a human, it’s more frequently in a chat window with someone who’s engaged in multiple outbound telemarketing services Philippines at once. But that climbed to almost 25% and could reach 35%.

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Call Center Social Media Omnichannel Contact Center 52

Talkdesk

MARCH 12, 2020

As customer expectations evolve, so does the contact center. Director of Technology Enablement at Humach , Jennifer Lundberg, knows what it takes and shares how Humach, a cloud-based customer experience solutions provider, relies on Talkdesk® to deliver seamless, effortless and immediate customer sales and service support.

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Omnichannel Customer Journey Contact Center Management 60

Magellan Solutions

MAY 17, 2022

Call centers and BPOs have changed so much over the years. . With new trends in business and communications popping up every now and then, call centers needs to keep up. Call centers have been operating in many parts of the world for many years now. Traditional Call Centers . Perks of a Traditional Call Centers.

Call Center 40

Call Center Social Media Omnichannel Culture 40

Avaya

MAY 31, 2017

Consider the customer engagement or contact center industry as it’s commonly known. What’s driving tremendous change is digital transformation. As fate would have it, the biggest driver of enterprise-wide digital transformation is the need to transform how customers, companies and employees communicate.

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Contact Center 2017 Omnichannel Communication 81

Talkdesk

OCTOBER 15, 2020

When a consumer has a seamless shopping journey on Amazon Prime Day, a catered journey through Google searches and taking Ubers across town, that consumer sets the same expectation of a seamless digitally intelligent journey in banking. At the same time, financial technology firms like SoFi & Stash are also gaining traction quickly.

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Contact Center Banking Call Center Financial 67

Call Experts

OCTOBER 18, 2019

There are two different types of IVR systems that you can implement to support your business: on-premises systems and cloud systems. The on-premises hardware systems are used to store and back up all of your data within the physical reach of your business, while the cloud systems store the data virtually (in the cloud). .

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Call Center Contact Center 2018 Customer Journey Mapping 64

Call Experts

FEBRUARY 19, 2020

Also, when they are happy with the engagement, they will become brand advocates and refer customers. Businesses that follow the latest strategies for engagement and utilize AI-powered automations ensure lifetime relationships with customers. Key 2020 Trends: Cloud Contact Centers. Competitive Advantage.

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Customer Experience Contact Center Call Center 2018 80

NICE inContact

OCTOBER 25, 2019

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. Thus, it’s no longer a matter of “if” your contact center will move to the cloud, but rather “where” and “when” that cloud transformation begins.

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Contact Center Omnichannel Reference Blog 48