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2 Ways AI Can Mitigate Fraud in Contact Centers

Upstream Works

We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 2 Ways AI Can Mitigate Fraud in Contact Centers appeared first on Upstream Works.

2023 125
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Future State of the Contact Center: ChatGPT in Customer Experience

BlueOcean

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.

2023 156
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Contact Center Location Strategy in a Remote World

Amy Bennet

Blue Ocean offers some insights on how to create a contact center location strategy in a remote world How do you continue to offer seamless customer service and experience in this new world of remote work?

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Is "Agent" Offensive to Contact Center Professionals?

CX Accelerator

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Contact Center Employee Experience

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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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7 Contact Center Trends to Watch in 2023

Tricia Morris

Contact center leaders, your time is now. Customer service and customer experience analysts and thought leaders are suggesting that the contact center is “the next big tech frontier.” Investment in the contact center is increasingly—finally.

2023 143
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How To Preserve Your Contact Center QM Budget

Playvox

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. That in itself makes a strong case for keeping your contact center quality management budget intact, but the effects of a strong program go far beyond revenue.

2023 84
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Contact Center Attrition and the RFP: You’re Asking the Wrong Questions

BlueOcean

Attrition seems like it should be an easy enough term to define, and determining which bidders’ attrition results best match your own requirements should be easy enough in a contact center RFP. Download our Contact Center Buyer’s Guide today.

2023 156
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Is "Agent" Offensive to Contact Center Professionals?

CX Accelerator

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Contact Center Employee Experience

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How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores. Contact Center

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AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

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Helping AI Help Agents: A Better Way to Use AI Applications in the Contact Center

Upstream Works

After five years of providing what amounted to call center plumbing, we had really zeroed in on what call centers did and realized that the heart of a call center was and always will be the people that operate the phones. The contact center was even more complicated.

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60 Customer Care RFP Questions for the Contact Center of Today

BlueOcean

How many physical centers do you operate? Pricing Contact center pricing models vary from vendor to vendor. The post 60 Customer Care RFP Questions for the Contact Center of Today appeared first on Blue Ocean. Amy Bennet Contact Center RFP

2023 156
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Top 10 Ways To Boost Contact Center Efficiency & Productivity

Playvox

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

2023 52
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Contact Center Digital Transformation Strategy

UJET

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET.

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Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

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How WFM Tools Create Success for Omnichannel Contact Centers

Playvox

While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use.

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Building the Contact Center SOW: The Framework for Success

BlueOcean

The contact center SOW is the framework for your relationship. Below we explore what it takes to build an effective contact center SOW. Who serves as the primary point of contact? Because we didn’t know until the waning days of our relationship that our client was being measured by their head office in Europe on one KPI above all others: the scores on their post-contact surveys – a metric that didn’t even appear in our SOW.

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Create Seamless Contact Center Experiences with AI Application Integrations

Upstream Works

As contact centers transition to the cloud, there are several areas where AI is poised to play a leading role, including providing seamless customer experiences (CX). One reason is that many contact centers are more focused on internal performance than the customer.

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Improve Contact Center Productivity with WFM Software

Playvox

The requirement to provide a better customer experience while improving productivity and controlling costs is paramount in contact centers at the best of times. Workforce management (WFM) continues to be one of the most important contact center productivity tools.

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How Sharpen Elevates Contact Center CX with Deepgram

One of the most crucial tools for contact center solutions is automatic speech recognition (ASR). Learn how Sharpen elevates their CX by arming agents with Deepgram's fast, accurate, reliable speech transcription to improve productivity in real-time.

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Contact Center Technology in Your RFP: You’re Asking the Wrong Question

BlueOcean

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?

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The 5 Biggest Challenges Facing In-House Contact Centers. Is Outsourcing the Answer?

BlueOcean

We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing commitment to your customers. in-house contact centers.

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Evolving CX Beyond the Contact Center

Upstream Works

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. Learn more about Upstream Works omnichannel contact center solutions here.

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How to Shortlist Potential Contact Center Partners

BlueOcean

Running an effective and efficient procurement process for a contact center partner is easier said than done – even for seasoned indirect sourcing professionals and folks in the C suite. Meeting potential contact center partners in person allows you validate the intangible elements of the business relationships first (like culture fit, physical work environment, and employee engagement,) helping you shortlist the organizations you choose to invite into the RFP process.

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Every Customer Experience Deserves a Silver Lining

Cloud-based technology approaches are quickly proving to be a clear winning strategy for companies large and small. Read this report to find out how you can leverage a cloud contact center to deal with unexpected demand, reduce costs, and deliver exceptional customer experiences.

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5 Evolving Contact Center Technologies and Where the Next Year Will Take Them

BlueOcean

Contact center technologies are certainly in the mix of acceleration. The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry. Contact Center Data Analytics. Contact Center Knowledge Management.

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How to Prepare for a Successful Contact Center Integration

Advantage Communications

If you’re thinking about outsourcing your customer service program in full, or in part, to a contact center, it’s important to have a well-thought-out implementation plan. That’s the only way to ensure a smooth launch and a successful call center integration. Contact Center

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The 10 Most Important Contact Center RFP Questions [Infographic]

BlueOcean

A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic will only make things more difficult. For real, we’ve seen warehouse RFPs used to source contact center services…). You need an RFP that pinpoints exactly which potential contact center solution providers have what it takes to be your strategic partner.

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How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores. Contact center platforms can import and display the data in an executive dashboard to provide a holistic view of top-level, touch-point KPIs in a single, clean interface. VOC analytics complement the call center’s internal KPIs and can provide a better view of a company’s overall performance.

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AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

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3 Ways Cloud Contact Center Solutions Benefit Agents

Upstream Works

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. To ensure they get full value from cloud-based contact center solutions, here are three key considerations.

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Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center Visits

BlueOcean

Picture this: You’re in the RFP process for a new contact center partner. You know exactly what you need in regards to channel support, reporting metrics, technical capabilities, agent training, and more, and the contact center RFP makes sure you’re checking all the boxes. Know what you should be looking for on your contact center site visit before you get there. Obstacles to the On-Site Contact Center Visit.

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RFP Questions to Ask About AI in the Contact Center

BlueOcean

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. While AI capabilities in the contact center are still evolving, AI offers powerful opportunities to drive cost out of your business and improve the customer experience (and let’s be real, a growing segment of consumers simply prefer automated or self-serve support) – so asking your potential strategic partners the right questions is critical.

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Key Insights and Tips for Contact Center Optimization

Advantage Communications

Optimizing a contact center is crucial for businesses that aim to provide superior customer experiences and increase efficiency. Advantage Communications

2023 52
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Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.