InMoment XI
FEBRUARY 8, 2024
As you look to improve your business, consider contact center optimization. What is Contact Center Optimization? Contact center optimization refers to the process of improving the efficiency, effectiveness, and overall performance of a contact center.
ShepHyken
JUNE 6, 2024
He discusses the Four Phases of the Contact Center. To keep up with increasing customer demands and new technology, businesses must continue to evolve. They need to mature their contact centers to help deliver the best customer service possible and ensure they’re not wasting time and resources.
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BlueOcean
MARCH 13, 2023
Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. We’ve long been proponents of making transactional customer service low effort, for both customer and contact center. So let’s get into it. Those first three are what we’d expect.
TechSee
AUGUST 10, 2023
TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
CSM Magazine
JUNE 5, 2024
With Meaning capabilities within the Five9 Agent Desktop, voices can be modified in real time to help facilitate seamless conversations between contact center agents and customers. The technology supports use cases from customer support, to business development resources (BDR), to sales. Director Business Development, Five9.
CSM Magazine
MARCH 26, 2024
Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity. For example, a customer calls a call center because they are experiencing difficulties with a product they purchased.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. The aim of a script has always been to assist and help the agent, and technology has enabled many agent assist capabilities, such as real-time sentiment analysis and collaborative or dynamic scripting. Agent assist technologies can support the agent.
Speaker: Rana Gujral, CEO at Behavioral Signals
But are your contact center practices able to grow with a customer’s experience? Customer service technology has largely been the same for decades. With automation, your contact center won’t just survive, it will thrive. 4th Edition State of the Connected Customer
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