UJET

DECEMBER 2, 2020

But these solutions should be supported by live agents who are available to step in when the IVA solution or customer reaches the limits of their ability to resolve an issue. To learn more about the viability of IVAs and limits of zero-footprint contact centers, please see DMG’s white paper, Will Robots Make Live Agents Obsolete?

Contact Center 56

Contact Center White Paper Virtual Agent Consulting 56

UJET

NOVEMBER 16, 2020

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.

Contact Center 56

Contact Center White Paper Roadmap Consulting 56

NICE inContact

JULY 26, 2019

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? With nearly every major player in customer experience utilizing AI to increase their capabilities and improve results, now is the time to get on track and make practical investments for proven results in your organization.

Contact Center 55

Contact Center White Paper Call Center Download 55

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience White Paper Customer Service Representative 48

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience White Paper Customer Service Representative 48

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience White Paper Customer Service Representative 48

InMoment XI

OCTOBER 7, 2021

In the customer experience world, most goals are “outcome goals” versus “performance goals.”. customer contact center call, product purchase experience, etc.), customer likelihood to recommend the brand, customer relationship satisfaction with the brand, or customer retention/repurchase behavior.

White Paper 493

White Paper Measurement Customer Retention Contact Center 493

NICE inContact

AUGUST 20, 2019

How does all this impact your call center? Modernizing your contact center software may seem like a big job. Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan.

Contact Center 54

Contact Center White Paper 2012 Call Center 54

NICE inContact

AUGUST 20, 2019

How does all this impact your call center? Modernizing your contact center software may seem like a big job. Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan.

Contact Center 54

Contact Center White Paper 2012 Call Center 54

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

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

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

NICE inContact

OCTOBER 29, 2018

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. Contact Center software and hardware is replaced every couple of years because it either wears out or because it no longer provides needed functionality.

Contact Center 48

Contact Center White Paper Call Center Omnichannel 48

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

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

SaleMove

MAY 14, 2021

P&C insurers can layer rich collaboration on any of their existing quoting, application, servicing or claims web experiences. We explore this topic further in our white paper, “ How P&C Insurers are Using Digital Customer Service as a Differentiator.”

Insurance 52

Insurance White Paper Contact Center Call Center 52

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

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

Talkdesk

MAY 22, 2020

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 papers: What research already exists? I made sure to note the outcomes.

White Paper 94

White Paper Contact Center Call Center Technology 94

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

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 124

White Paper Contact Center E-support Social Media 124

NICE inContact

FEBRUARY 24, 2021

In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected. It’s having major impacts throughout the industry, including on the contact centers that interact with those consumers on behalf of healthcare organizations and providers.

White Paper 66

White Paper Consumers Healthcare Contact Center 66

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

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. We must always be looking for new and different ways to improve upon the customer experience. Shep Hyken. Hoffman, a graduate of St.

Blog 79

Blog White Paper Customer Experience Customer Journey Mapping 79

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

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

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

CSM Magazine

JANUARY 24, 2023

In a customer service setting, ChatGPT could be used to assist human agents to answer customer inquiries and provide helpful information. 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?

White Paper 52

White Paper Contact Center Events Interaction 52

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

ClearAction

OCTOBER 4, 2015

How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? The money comes from customers. Why do companies succeed? Follow the money.

Customer Experience 118

Customer Experience White Paper ROI Financial 118

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

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