Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. Call center leaders realize that the time has come to deliver real measurable value to the enterprise. Aligning business objectives with contact center performance.

Call Center 182

Call Center 2019 Contact Center Customer Experience 182

BlueOcean

JUNE 22, 2022

When it came to the contact center RFP, companies consistently required bidders to “Describe your telephony platform” and those with best-in-class products had a definite edge. So, what should you ask when you’re addressing contact center technology in your RFP? Every contact center approaches security in different ways.

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Contact Center Technology Tourism 2014 156

VDS

MARCH 17, 2023

Customer engagement and contact centers are critical components of any business’s success. As businesses continue to expand and evolve, it’s essential to ensure that the contact center solution you’re using is scalable, efficient, and effective.

Contact Center 52

Contact Center 2025 2023 Multi-Channel 52

Beyond Philosophy

MAY 25, 2022

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued.

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Contact Center Interaction Consulting Call Center 148

TechSee

MAY 24, 2021

Rising crime rates, falling prices of home security devices, and the growing adoption of IoT smart homes and cloud-based technologies are driving the sector to an estimated $62.3 One of the most common inquiries to a security firm’s contact center is for a beeping or chirping noise that is being emitted from a home alarm system.

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Contact Center 2025 Wireless 2022 124

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

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Call Center Contact Center Webinar 2021 98

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

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. The consumer experience is becoming easier, faster and more personable.

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Contact Center Blog Banking Competitive Advantage 122

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.

Connections 52

Connections Contact Center 2023 Innovation 52

Talkdesk

DECEMBER 23, 2020

Distribution through financial centers: Banks, credit unions and community lenders will receive the applications, review, process and distribute the new tranche of $267.5 Since many banks have shuttered their branches they are leveraging the contact center as their client experience hub.

Banking 126

Banking Contact Center Insurance Omnichannel 126

Win the Customer

OCTOBER 12, 2018

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . They use knowledge bases, FAQs, mobile customer self-service, chatbots and peer-to-peer communities in increasing numbers.”.

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Contact Center Call Center Customer Satisfaction Consumers 98

Interactions

SEPTEMBER 8, 2023

Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. Brands committed to creating exceptional customer experiences have turned to conversational AI solutions like Interactions Intelligent Virtual Assistant (IVA). Our AI is developed specifically for contact centers.

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Interaction Customer Service Contact Center Multi-Channel 62

ShepHyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?. What is Voice bot? It allows users to?

Contact Center 71

Contact Center Call Center Social Media Article 71

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. In 2023, it will become table stakes. Noise Suppression.

2023 78

2023 Virtual Agent Contact Center Customer Experience 78

TechSee

SEPTEMBER 3, 2019

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations.

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Contact Center B2C 2023 ROI 84

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. A debt collection crisis is threatening the financial services industry.

Banking 105

Banking Contact Center Omnichannel Insurance 105

TechSee

FEBRUARY 12, 2019

We still read periodic scare stories about the rise of self-aware machines that could suddenly decide to put an end to humanity. Human-AI interaction, for years held up as the final frontier, is now giving way to autonomous AI-powered customer self service becoming a part of our daily experience.

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Contact Center Banking Roadmap Insurance 111

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. Employee Experience.

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Contact Center 2022 Omnichannel 2025 79

NICE inContact

SEPTEMBER 22, 2021

The best cloud ACDs can help contact centers improve experiences and avoid service failures through sophisticated routing, smart self-service, and providing agents and supervisors with enhanced capabilities. In these days of striving for excellent CX, it's important to use every tool available.

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Contact Center Customer Service Information Customers 81

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. This difficulty includes finding contact center agents. There are creative measures every call center can take to address agent staffing shortages. Degraded customer experience. Over and over.

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Contact Center Management Average Handle Time Call Center 73

Calabrio

OCTOBER 19, 2022

The Digital Transformation of the Contact Center Is Still Happening. The modern contact center has radically changed within the last few years with a surge of companies switching to cloud services. What will the demands of the contact center be in 2030?

Connections 59

Connections Contact Center 2030 Events 59

Upstream Works

SEPTEMBER 28, 2022

Most businesses are undergoing some form of digital transformation, which will have a profound impact on contact centers. This provides an on-going opportunity for innovation, and to do so successfully, contact centers should harness the power of their data and embrace technologies like AI.

Contact Center 78

Contact Center Customer Journey Mapping Innovation Technology 78

Call Experts

JANUARY 27, 2022

With the power of predictive contact center data, support agents can anticipate outcomes and what information customers need before they realize it themselves—and respond quickly, guiding them to the best answers and highest-quality resolutions. Contact centers have always had to deal with the challenge of engaging with customers.

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Contact Center Call Center Touchpoint Technology 94

Talkdesk

NOVEMBER 24, 2020

The patient experience is undergoing a profound change. 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.

Consumers 101

Consumers Healthcare Contact Center Call Center 101

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. It’s important to strike the balance between speed and personalised service delivery. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today?

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Average Handle Time Multi-Channel Contact Center Metrics 59

CSM Magazine

DECEMBER 20, 2021

PCI Pal , the global provider of secure payment solutions, is working closely with Talkdesk , the global customer experience leader for customer-obsessed companies, to provide a growing list of customers with innovative customer service and security capabilities.

Contact Center 52

Contact Center Financial Omnichannel Government 52

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. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. Get Straight to the Point.

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Blog Customer Experience Contact Center Interaction 92

Think Customers

MARCH 2, 2023

Workforce reductions are tempting in the face of economic headwinds but technology and customer experience experts urge contact center leaders to take the long view, and resist. Myron said other areas where contact centers will increase technology investment in 2023 include self-service automation and conversational AI/chatbots.

2023 52

2023 Contact Center Average Handle Time Roadmap 52

CSM Magazine

APRIL 25, 2023

Contact centres offer new opportunities for agents to shine, but they are not for the faint-hearted. Contact centres are an integral part of delivering customer service. It is human nature but can be disastrous in the contact centre. However, the role of the agents working in them is rapidly changing.

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Contact Center Call Recording Customer Centricity Brands 52

Think Customers

JULY 19, 2021

Customer experiences have transformed seemingly overnight, with enhanced digital tools and technology, work-from-home operations, and empowered customers. These changes, while led by private industry, are now expected in government services as well. Digital-first experiences: Digital transformation is no longer optional. “One

Government 52

Government Contact Center Return on Investment Webinar 52

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key 2020 Trends: Cloud Contact Centers.

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Contact Center 2020 Call Center Omnichannel 69

Solvvy

NOVEMBER 30, 2022

I’m pleased to share the first result of our shared vision, which centers around rapid innovation and a total focus on delivering happiness. Zoom Virtual Agent works 24/7 on multiple support channels to deliver fast, personalized customer experiences. Zoom Virtual Agent also goes well beyond self-service.

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Virtual Agent Contact Center Hospitality 2023 62

Talkdesk

JANUARY 2, 2020

After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. Intelligent self-service. Employee experience powers the customer experience.

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Customer Service Contact Center 2025 Competitive Advantage 66

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. Product discovery experience .

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Retail Customer Experience Contact Center Omnichannel 73

Call Experts

FEBRUARY 19, 2020

How focussed are you on improving customer experience (CX). What is customer experience? Improving this experience is about developing an emotional connection to create a brand perception of your company. Blindly, they assume they have a great customer experience just because they have customers. Self-Service Tools.

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Customer Experience Contact Center Call Center 2018 80

Kustomer

APRIL 13, 2022

Great customer service is paramount for every customer-facing business. Online customer service can be challenging because of the lack of face-to-face interaction, but the fundamentals remain the same. You need to keep your customers happy by delivering a consistently excellent service experience. Source: pixabay.com.

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Customer Service Omnichannel Social Media Document 94