8x8

DECEMBER 4, 2017

The on-boarding process included an aptitude test, interviews and a multi-week training course that covered company policies, business process and handling customer communications. I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center.

Contact Center 48

Contact Center Customer Experience White Paper Customer Service Representative 48

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Here are five key takeaways, in no specific order, to improve contact center performance.

Contact Center 49

Contact Center White Paper Omnichannel 2018 49

Integrity Solutions

APRIL 19, 2024

According to Observe.AI’s State of Contact Center Conversation Intelligence report, 82% of contact centers engage with customers via the phone. This kind of research and intention helps you stay informed, and that gives you a wealth of insight and opportunities to personalize not just what you communicate but when.

Sales 105

Sales Loyalty White Paper Contact Center 105

Talkdesk

MAY 28, 2020

The extra cost of extending your VPN connection means buying and building out technology that will no longer be used once your agents return to the contact center. Here’s an excerpt of the white paper: Identifying the issue with voice over VPN We begin by recognizing the criticality of the voice channel for customer communication. .

White Paper 79

White Paper Contact Center Download Connections 79

Talkdesk

MAY 22, 2020

The key to generating support for a new idea is consensus building , a practice of patience, active listening and clear communication. Using my experience of switching contact center provider to Talkdesk® as an example, the following three ways of data gathering were particularly helpful: Other professionals: What challenges did they face?

White Paper 94

White Paper Contact Center Call Center Technology 94

Uniphore

JANUARY 4, 2022

White Papers. Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. Umesh co-founded Uniphore with Ravi Saraogi to bridge the communication gap between man and machine using voice and speech. CX and Contact Center Leaders. U-Self Serve.

2022 126

2022 White Paper Contact Center Innovation 126

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Check out the “ Is Your Contact Center Ready for a Workforce Optimization Solution ” infographic.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

Think Customers

OCTOBER 4, 2021

Chatbots and messaging each serve a vital role in the overall customer journey, and contact centers need to know when is the right moment to deploy an automated or human response. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. What’s a chatbot? What is messaging?

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

Confirmit

JULY 7, 2017

Running a contact center is a costly and complex business, and often it's value to the organization is overlooked or misunderstood. The strategic value that a contact center is capable of delivering is, of course, significant. Voice of the Customer White Papers.

White Paper 40

White Paper Contact Center Metrics Customer Relationships 40

Avaya

AUGUST 25, 2017

As Hurricane Harvey approaches the coast of Texas, Avaya wants to ensure that we all review our plans to keep communication systems running at peak performance and stabilized when disaster strikes. Keeping communication systems running often includes a great partner with a deep bench of experts who have experience in many complex situations.

Communication 64

Communication White Paper 2012 Events 64

CSM Magazine

JANUARY 24, 2023

Joe O’Brien, Global Corporate Communications Manager at Sabio Group , takes a close look at the conversational AI tool, ChatGPT. This could help contact centers to improve the efficiency and accuracy of their customer service operations. How could contact center agents take advantage of ChatGPT? Question 3.:

White Paper 52

White Paper Contact Center Events Interaction 52

Avaya

AUGUST 25, 2017

Avaya wants to ensure that we all review our plans to keep communication systems running at peak performance and stabilized when disaster strikes. Keeping communication systems running often includes a great partner with a deep bench of experts who have experience in many complex situations. Learn more at our Help Center.

Communication 53

Communication White Paper 2012 Events 53

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management.

Contact Center 52

Contact Center White Paper 2021 2022 52

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Seamless and consistent communications. We’ve made it easy to communicate with us.

Brands 88

Brands White Paper Social Media Webinar 88

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Seamless and consistent communications. We’ve made it easy to communicate with us.

White Paper 76

White Paper Social Media Webinar 2020 76

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. In fact, 73% of customers choose live chat as their preferred channel to communicate with companies. Available 24/7 .

2022 91

2022 Customer Experience Omnichannel White Paper 91

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. This year, we will finally witness the tipping point where digital channels —email, chat, social, text, messaging—overtake voice in the contact center. 2018 Trend 1: Digital Channels Finally Overtake Voice. Here, we dissect CX Trend No.10:

2018 45

2018 White Paper 2014 Contact Center 45

8x8

JANUARY 3, 2018

Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Communicate back office data to front office customer-facing personnel? How easy is it to: Identify trends?

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Communicate back office data to front office customer-facing personnel? How easy is it to: Identify trends?

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Communicate back office data to front office customer-facing personnel? How easy is it to: Identify trends?

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

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. Scoring an “Ok” Satisfaction Rating Isn’t Enough.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

Avaya

JANUARY 26, 2018

Under the 2004 MiFID directive, there was no mandatory requirement to record communications involving client orders. To ensure fairer, safer and more efficient financial markets, MiFID II now requires firms to record communications (both phone and electronic) for the following investment services: Reception and transmission of orders.

2004 51

2004 White Paper Financial 2008 51

Magellan Solutions

AUGUST 11, 2021

Telemarketing campaigns can help you reach a group of targeted prospects or customers to communicate a message, gather feedback, and determine a next step for the relationship. For example, receiving your value-packed email newsletter, a sale price, a free trial to a software product, a white paper, a spot in an important seminar. .

ROI 52

ROI White Paper Call Center Seminar 52

Avaya

JANUARY 24, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. A considerable increase in the requirements for transaction data reporting.

2004 46

2004 White Paper 2008 2006 46

Comm100

OCTOBER 17, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally. Is your contact center guilty of these sins?

Customer Service 50

Customer Service White Paper Social Media Customer Satisfaction 50

8x8

MARCH 17, 2019

By expanding the footprint of these solutions beyond the traditional boundaries of the contact center, your whole business can gain the immediate insights needed to improve productivity. Speech Analytics Benefits Outside the Contact Center. It’s easy and simple to customize to the needs of your business.

Insights 91

Insights Contact Center White Paper Return on Investment 91

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Duris, Director of Marketing and Customer Experience, M4 Communications. She is also a proficient writer and regularly pens for M4 Communications. Sue Nabeth Moore, Customer Success Leader.

Customer Success 17

Customer Success 2021 White Paper Contact Center 17

Comm100

NOVEMBER 15, 2017

For the average contact center SQM benchmarks, only 48% of total calls are ‘one and done’ call resolution. This means for the average contact center, 52% of total calls handled by customer service representatives are for customers who are calling 2 or more times to resolve their call.”. Download Free.

White Paper 45

White Paper Reference Social Media Download 45

Uniphore

OCTOBER 7, 2021

This in turn can feed accurate information for automating after-call work and promises management in a contact center. First Name Last Name Email Address Company Name Phone Job Title By submitting your email, you agree that Uniphore may send you industry insights, service updates, and other marketing communications.

Contact Center 40

Contact Center Article Communication Information 40