TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. The result is extreme pressure on agents and the customer service system to process data effectively within seconds.

Omnichannel 143

Omnichannel White Paper Contact Center Touchpoint 143

inmoment

SEPTEMBER 6, 2018

One of our main objectives at InMoment is to create products that get rid of the sense of impending doom customers associate with contact centers, and replace it with a state of resolution and peace. ” or “Where can we learn what issues our customers may face so we can correct them before there is an issue?”.

Contact Center 40

Contact Center Customer Experience White Paper Touchpoint 40

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. Equally important is the quality of customer experience that agents deliver to customers.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 65

Contact Center Engagement White Paper Social Media 65

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. Only about a third of consumers are happy with their last interaction.

Contact Center 49

Contact Center White Paper Omnichannel 2018 49

Natalie Petouhof

AUGUST 15, 2022

“Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

Calabrio

JULY 29, 2016

Smart contact center leaders know that the benefits of a strong quality assurance program stretch far beyond the walls of the contact center. By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience.

Contact Center 56

Contact Center White Paper Omnichannel Call Center 56

SaleMove

MAY 14, 2021

Digital Customer Service helps make make any live interaction with customers simple and easy. P&C insurers can layer rich collaboration on any of their existing quoting, application, servicing or claims web experiences.

Insurance 52

Insurance White Paper Contact Center Call Center 52

Comm100

JANUARY 6, 2022

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? 67% of customers said they would spend more money if they received a better customer service experience. Personalized . Accessible.

2022 89

2022 Customer Experience Omnichannel White Paper 89

Integrity Solutions

APRIL 19, 2024

Even as technology becomes more integral and upfront in the process, people are still looking for that people-to-people experience. According to Observe.AI’s State of Contact Center Conversation Intelligence report, 82% of contact centers engage with customers via the phone.

Sales 107

Sales Loyalty White Paper Contact Center 107

Calabrio

SEPTEMBER 21, 2016

The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. contact centers racked up more than 200 billion minutes of inbound calling.

Contact Center 59

Contact Center Technology White Paper 2016 59

NICE inContact

FEBRUARY 24, 2021

The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected.

White Paper 66

White Paper Consumers Healthcare Contact Center 66

ShepHyken

MARCH 26, 2019

AI shouldn’t replace humans; it’s meant to aid and augment both the employee and customer experiences. AI might be more useful to employees rather than customers. Social media has transformed how customers and businesses interact. You don’t have to go above and beyond to create an exceptional customer experience.

White Paper 125

White Paper Contact Center E-support Social Media 125

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. For these instances, only a trained contact center agent can provide assistance.

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. For these instances, only a trained contact center agent can provide assistance.

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. For these instances, only a trained contact center agent can provide assistance.

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges. Real-time data.

Contact Center 56

Contact Center White Paper Social Media Roadmap 56

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 40

Contact Center Engagement White Paper Social Media 40

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 40

Contact Center Engagement White Paper Social Media 40

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

Think Customers

OCTOBER 4, 2021

Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. 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. What’s a chatbot?

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

Think Customers

APRIL 12, 2022

Customer service is demanding. On average a contact center associate needs to handle complex applications, urgent customer needs, and all the manual inefficiencies that come with service inquiries. But even modern tools can be damaging for the employee and customer experience if used at the wrong place and time.

White Paper 52

White Paper Contact Center Customer Satisfaction Technology 52

Calabrio

MAY 3, 2017

Contact centers also provide channels for inbound and outbound customer interactions , yet many marketing departments don’t consider them part of their voice-of-the-customer (VoC) mix. For CMOs, here are five reasons the contact center should be marketing’s new best friend. They build your FAQ.

Contact Center 40

Contact Center White Paper Advertising Interaction 40

CSM Magazine

JANUARY 24, 2023

Not limited to standard text interactions, ChatGPT can write poetry, help debug code and even troubleshoot IT issues. In a customer service setting, ChatGPT could be used to assist human agents to answer customer inquiries and provide helpful information. How could contact center agents take advantage of ChatGPT?

White Paper 52

White Paper Contact Center Events Interaction 52

Uniphore

JANUARY 4, 2022

White Papers. Analyze Analytics and insights from 100% of interactions across all channels. Uniphore Collaborates with Cisco to Enable Better Customer Experiences. See how Emotion AI is reshaping how we connect with customers in the virtual workplace. CX and Contact Center Leaders. Emotion AI.

2022 126

2022 White Paper Contact Center Innovation 126

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges. Real-time data.

Contact Center 40

Contact Center White Paper Social Media Roadmap 40

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges. Real-time data.

Contact Center 40

Contact Center White Paper Social Media Roadmap 40

West Monroe

OCTOBER 15, 2018

As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents , the role of the contact center agent will change tremendously in the years to come. Consider comparing contact center agents to a diamond in the rough.

White Paper 40

White Paper Contact Center Engagement Customer Care 40

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. But there is still one missing element that has barred AI from radically transforming the customer experience. Computer vision.

Call Center 84

Call Center White Paper Contact Center Customer Care 84

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

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

Brands 88

Brands White Paper Social Media Webinar 88

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

White Paper 76

White Paper Social Media Webinar 2020 76

Uniphore

DECEMBER 17, 2021

healthcare market must continue to transform how they interact with consumers if they want to succeed. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. on a 100-point scale for customer satisfaction, which Forrester categorizes as an “OK” rating.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. 10: Digital Assistance—Voice Search, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business. Customer Experience.

2018 45

2018 White Paper 2014 Contact Center 45

Eptica

FEBRUARY 6, 2019

There are three key considerations – and they all have customer experience at their core: 1. Listen to customers – and act on their insight To ensure that your changes are having the right effect, you need to understand what your customers are saying and feeling about you. Share this page on: Tweet.

2008 73

2008 White Paper 2019 Automotive 73