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. As a solution that is natively integrated with Amazon Connect, there are no integration costs for customers to deploy.

Connections 206

Connections Contact Center Average Handle Time Omnichannel 206

Upstream Works

FEBRUARY 10, 2021

As 2021 unfolds, the stakes have never been higher for contact center leaders to invest in the right technologies. Many contact centers still struggle with the limitations of legacy technology and premises-based systems, and the disruption from COVID-19 has intensified the urgency to modernize.

Contact Center 78

Contact Center 2021 Technology Omnichannel 78

Upstream Works

SEPTEMBER 15, 2021

Omnichannel is a foundational piece when it comes to modernizing the contact center and adopting the technologies needed to meet today’s customer expectations. The term “omnichannel” has been with us for several years, but the concept remains poorly understood, creating a holdback for adoption.

Omnichannel 78

Omnichannel Contact Center Customer Centricity Fashion 78

Upstream Works

NOVEMBER 4, 2021

When it comes to adopting new technology, contact centers prefer easy transitions with minimal impact on continuity. This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers.

Omnichannel 78

Omnichannel Contact Center Call Center Technology 78

Upstream Works

JULY 16, 2020

This is Part 3 in our 3-Part series about how contact centers can adapt and thrive during a global pandemic. As the pandemic wears on, contact centers face challenges on two different but highly related fronts. The need to provide great CX hasn’t changed, but the environment has changed for both agents and customers.

Contact Center 78

Contact Center Technology Omnichannel Customer Journey 78

Upstream Works

FEBRUARY 17, 2022

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers.

Contact Center 78

Contact Center Omnichannel Social Media 2022 78

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. To ensure they get full value from cloud-based contact center solutions, here are three key considerations.

Contact Center 78

Contact Center Connections 2020 Fashion 78

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Omnichannel Metrics Feedback 52

Kustomer

OCTOBER 28, 2022

In this blog post, we share three ideas and concepts that will help you with modernizing customer engagement and transform your CX organization from a cost center into a profit center. 1) Take a True Omnichannel Approach to Modernize Customer Service. for weak omnichannel companies.

Customer Engagement 105

Customer Engagement Engagement Omnichannel 2002 105

Upstream Works

JANUARY 12, 2022

The demands facing contact center systems are getting more complex and more varied than ever before. Driven by a desire to cut costs with operational efficiencies and provide a better omnichannel experience to an increasingly digital customer base, executives are honing in to upskill their contact centers.

Contact Center 78

Contact Center Omnichannel Touchpoint Innovation 78

Kustomer

OCTOBER 25, 2022

But true omnichannel support is more than simply communicating with customers on every channel. Consider that 64% of consumers now report they enjoy talking to customer service via the same channels they communicate with family and friends on. Let’s clear the air – multichannel support is not omnichannel support.

Omnichannel 98

Omnichannel Social Media Customer Centricity Customer Service Strategies 98

Upstream Works

JANUARY 7, 2021

AI has many valuable uses in the contact center, from providing data and channel options to reducing costs. With AI enabling better forms of self-service, automation can address many contact center challenges with limited cost impact or added strain to the existing pool of agents. Customer Journey Mapping.

Contact Center 78

Contact Center 2021 Customer Journey Mapping Omnichannel 78

Comm100

OCTOBER 25, 2021

Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers. Another customer benefit of business going digital is the ability to support a variety of channels. Younger generations demand to connect how and when they want.

Contact Center 84

Contact Center Omnichannel Social Media Call Center 84

CSM Magazine

MARCH 16, 2023

New solution improves contact center operations and captures new financial upsides by uncovering organizational operational inefficiencies. This consultative solution engages all levels of a contact center to uncover process breakdowns and areas ripe for technological transformation.

Contact Center 52

Contact Center Financial Consulting Roadmap 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!

Contact Center 52

Contact Center Return on Investment ROI Demo 52

Talkdesk

NOVEMBER 25, 2020

Here are three tips on how to scale your contact center for the seasonal rush. Integrate with your ecommerce technology stack Seamlessly connecting your contact center to ecommerce platforms, such as Shopify and BigCommerce , allows valuable information from customer interactions to quickly reach your customer service agents.

Contact Center 101

Contact Center Call Recording Omnichannel Technology 101

ViiBE Blog

JULY 30, 2021

What is a contact center? Call Center , Customer experience , Remote operations. Considered a relatively new solution, contact center is an omnichannel customer support platform. What is an inbound contact center? How to enhance the contact center experience.

Contact Center 52

Contact Center 2021 Transportation Call Center 52

Upstream Works

SEPTEMBER 5, 2019

Let’s get back to basics with a few of these buzzy terms – what exactly they mean, how they are making an impact on the customer experience industry, and tips for successfully incorporating them into your CX strategy. Omnichannel. It’s important to take the term “omnichannel” with a grain of salt.

Contact Center 60

Contact Center Technology Omnichannel Call Center 60

Calabrio

APRIL 5, 2016

In the same way, customers choose to use different channels to meet specific needs they have (conflict avoidance, convenience, speed/immediacy, etc.), It has evolved to include email, social media and text messaging, so now companies can analyze data from multiple avenues to understand customer behavior.

Contact Center 64

Contact Center Omnichannel Social Media Customer Engagement 64

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!

Contact Center 52

Contact Center Return on Investment ROI Demo 52

Talkdesk

MAY 6, 2020

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs.

Contact Center 80

Contact Center 2010 Competitive Advantage Call Recording 80

Avaya

APRIL 27, 2017

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. We’ll show customer-focused companies our latest innovations. We hope to see you at the ICMI Contact Center and Exhibition in Booth 623.

Contact Center 54

Contact Center Demo Omnichannel Multi-Channel 54

InMoment XI

OCTOBER 31, 2023

This multifaceted approach is essential for meeting the ever-evolving needs and expectations of today’s customers. With the advent of omnichannel customer experience programs and increasing customer demands, effective call center management has become more challenging and pivotal than ever before.

Call Center 260

Call Center Management Exceptional Customer Service Customer Satisfaction 260

Avaya

FEBRUARY 13, 2018

If you have customers that are 55 and under you need a customer experience plan to address digital channel preferences and AI in contact centers now, before it’s too late. What You Need to Know About Contact Center Automation. Rather, you should look at AI to “humanize” the automated customer experience.

Contact Center 67

Contact Center Customer Engagement Engagement Social Media 67

OpinionLab

AUGUST 29, 2017

Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the same day ( Google ). Your omnichannel strategy should always incorporate a human element.

Omnichannel 166

Omnichannel Consumers Touchpoint Banking 166

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

Customer Journey 122

Customer Journey Brands Contact Center Sales 122

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? Furthermore, we’re learning how customers engage differently depending on their goal.

Contact Center 67

Contact Center Consumers Net Promoter Score 2018 67

Comm100

MAY 13, 2020

Research shows that companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement. Shopping for an omnichannel solution can be intimidating. Enable custom routing.

Omnichannel 59

Omnichannel Download Return on Investment Customer Engagement 59

Avaya

OCTOBER 7, 2016

The evolving demands of digital-savvy customers have a deep impact on the contact center. In today’s highly connected society, customers are relying on other people around them to find information to solve issues. In reality, the last mile that makes or breaks the customer experience lies in the contact center.

Contact Center 81

Contact Center Customer Experience Omnichannel 2016 81

Avaya

MARCH 24, 2017

Looking back five years ago, 92% of organizations were already working to integrate multiple interaction channels —call it multi-channel, omnichannel, digital transformation—to deliver more consistent, contextualized experiences. Customer Experience is the Entire Brand Journey. The needle is moving in the right direction.

Multi-Channel 53

Multi-Channel Contact Center Omnichannel Customer Journey 53

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

Talkdesk

MAY 21, 2019

Companies that make these digital channels available have a chance to stand out and build or deepen customer loyalty, while also improving customer engagement and satisfaction. What is Omnichannel? Omnichannel is an evolution of multichannel. Omnichannel connects the dots between each available channel.

Omnichannel 56

Omnichannel Contact Center Reference 2017 56

Bold360

MARCH 20, 2020

Customer experience (CX) is fast overtaking price and product as a key brand differentiator. And in a world where social distancing and even sheltering-in-place have become the new norm, an omnichannel approach is now more important than ever. It takes more than one or two interactions to convert today’s customers into loyal buyers.

Customer Engagement 72

Customer Engagement Engagement Omnichannel Social Media 72

eGain Blogs

JUNE 1, 2021

When COVID hit, contact center supervisors were caught between a rock and a hard place—a flood of incoming calls on one side and agent dislocation on the other. Supervisors had to find a way to maintain customer service quality during this difficult period. Supervisors. KEY FEATURES. Content management. Findability. Integration.

Contact Center 52

Contact Center Average Handle Time Magazine Healthcare 52

Magellan Solutions

AUGUST 23, 2021

Why are Telemarketing Philippines adapting Autonomous Omnichannel for their operation? And for BPOs, it is time to move on from traditional call centers. Autonomous Omnichannel is slowly taking over telemarketing services in the Philippines and it is receiving positive response from entrepreneurs. And that includes Omnichannel.

Omnichannel 52

Omnichannel Call Center Contact Center 2013 52

Think Customers

MARCH 1, 2021

The pandemic accelerated digital adoption of messaging, web, and cloud at light speed, and in doing so contact centers have been at the front-line of large volumes of people in need for support, comfort, and information. Rethink the traditional contact center. The traditional contact center model is facing a reckoning.

Contact Center 52

Contact Center Webinar Healthcare Omnichannel 52

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? Furthermore, we’re learning how customers engage differently depending on their goal.

Contact Center 54

Contact Center Consumers Net Promoter Score 2018 54