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. Managing Routine Inquiries.

Contact Center 78

Contact Center 2021 Customer Journey Mapping Omnichannel 78

Talkdesk

MARCH 30, 2021

The contact center plays a huge role in elevating and unifying the customer experience. Most CX professionals (74%) said that customer interactions with the contact center have a significant influence on CX—a share anticipated to rise to 90% within two years. . Download The Customer Experience (CX) Revolution in Retail.

Contact Center 91

Contact Center Retail Customer Expectations Download 91

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. You can also download our customizable RFP template here. What similar projects are you currently using AI technology for?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. They have found that visual engagement and support have a dramatic effect on KPIs measured in every call center: NPS, FCR and Truck Rolls. The Rise of Visual. Better resolution rate.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

Uniphore

JUNE 21, 2021

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. The Ultimate Playbook for Contact Center Automation Download Now 3. While RPA is one of the top contact center trends for a reason, you should still be aware of what its limits are.

Contact Center 59

Contact Center Document Webinar Call Center 59

NICE inContact

AUGUST 16, 2019

In light of fast-changing customer demands, is your contact center keeping up? As contact center leaders, we need to focus on ensuring customers and agents have the technology and tools to deliver seamless omnichannel service. Hear about actual contact center transformations and best practices, too.

Contact Center 67

Contact Center Consumers Net Promoter Score 2018 67

Playvox

OCTOBER 27, 2021

If your contact center isn’t currently focusing on cross-selling and upselling, you’re missing a great opportunity to strengthen customer relationships and increase revenue. Our original contact center research revealed that 28 percent of contact centers generate 11 to 20 percent of their revenue from cross-selling and upselling.

Contact Center 52

Contact Center Call Recording Sales Interaction 52

NICE inContact

AUGUST 16, 2019

In light of fast-changing customer demands, is your contact center keeping up? As contact center leaders, we need to focus on ensuring customers and agents have the technology and tools to deliver seamless omnichannel service. Hear about actual contact center transformations and best practices, too.

Contact Center 54

Contact Center Consumers Net Promoter Score 2018 54

NICE inContact

MAY 8, 2019

These are questions that keep contact center leaders up at night. But these days, digital technology innovations can make it increasingly more complex to serve your customers where and how they want to be served. Speaking of AI, the study found that contact center leaders are confident in AI, but consumers are more cautious.

Download 54

Download Contact Center 2019 Omnichannel 54

ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. Call center technology refers to these different software and hardware tools used to run a call center. Some call centers handle inbound calls where the customer contacts the center.

Call Center 52

Call Center Technology Contact Center Net Promoter Score 52

Tricia Morris

MAY 18, 2015

Contact centers are working to address this growing and changing channel use. According to Dimension Data’s 2015 Global Contact Centre Benchmarking Report which surveyed 901 contact centers across 72 countries, more than half are now multichannel ones managing at least eight different forms of contact methods.

Contact Center 76

Contact Center Customer Service 2015 Virtual Agent 76

Kustomer

JUNE 3, 2020

Until now, the omnichannel, cloud-based, 360-degree customer view-enabled contact center was mostly a pipe dream, touted by technology vendors and thought leaders, with a majority of businesses falling short of this gold standard. Download CCW Report.

Contact Center 52

Contact Center 2025 Omnichannel Touchpoint 52

NICE inContact

JULY 26, 2019

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? So, what might you consider as you integrate artificial intelligence into your contact center? Find out how adding chatbots in your call center can provide better service and overall satisfaction. Think again.

Contact Center 55

Contact Center White Paper Call Center Download 55

NICE inContact

OCTOBER 19, 2021

Creating a customer-centric contact center can create some significant, disruptive changes for your employees. Download our new eBook, Change Management Blueprint for Contact Center Digital Transformation, for expert advice about change management best practices.

Customer Centricity 96

Customer Centricity Contact Center Technology Download 96

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. 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. Keeping your contact center agents engaged. Invest in your agents.

Contact Center 65

Contact Center Engagement White Paper Social Media 65

Comm100

JUNE 5, 2018

As technology continues to advance, companies are coming to realize that many benefits can be accrued from employing it. How AI can be Used in the Contact Center. AI has some viable uses in the contact center sphere that managers can employ to improve their CX and the efficiency of call centers.

Contact Center 49

Contact Center Call Center 2001 Download 49

TechSee

MARCH 21, 2024

Fiber optic technology has emerged as a leading solution, offering unparalleled speed and reliability. In the data we collected, up to 40% of fiber self-installations fail, resulting in high volumes of contact center calls, and often require expensive and time-consuming technician dispatches.

Contact Center 124

Contact Center Customer Satisfaction Demo Download 124

TechSee

MARCH 21, 2024

Fiber optic technology has emerged as a leading solution, offering unparalleled speed and reliability. In the data we collected, up to 40% of fiber self-installations fail, resulting in high volumes of contact center calls, and often require expensive and time-consuming technician dispatches.

Contact Center 109

Contact Center Customer Satisfaction Demo Download 109

TechSee

NOVEMBER 11, 2019

Smart Home technology is expected to become a $151.4 Here are 4 key technologies – already widely used in other industries – that can help consumers enjoy independent, effortless, frustration-fee service and support. Leading manufacturers are already making use of this technology. billion market by 2024.

Technology 138

Technology Wireless 2024 Connections 138

NICE inContact

MARCH 27, 2018

While the jury is still out on that concern, contact centers and their agents will experience a significant boost in productivity and their ability to deliver exceptional customer experiences through AI. Exceptional Customer Experience Still Relies on Agent Assistance. The two-thirds rule is clear – agents aren’t going anywhere.

Contact Center 54

Contact Center 2017 Omnichannel Interaction 54

Upstream Works

JANUARY 26, 2021

2020 brought a lot of changes to organizations and contact centers all over the world. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. To help contact centers provide that, here are three ways to rethink digital CX.

2021 78

2021 Contact Center Omnichannel Download 78

NICE inContact

NOVEMBER 14, 2018

In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. Explain how a contact center upgrade will improve KPI’s. Here is a quick example.

Contact Center 48

Contact Center Average Handle Time Financial Document 48

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 98

Call Center Contact Center Webinar 2021 98

TechSee

DECEMBER 10, 2019

They want to help themselves when it’s most convenient to them and if that’s at 2 am when the contact center has gone dark, so be it. Far from becoming disheartened by their customers’ attitudes, call center managers are thrilled by these developments. They don’t want IVR menus, hold times or even the perkiest reps.

Call Center 136

Call Center Contact Center Insurance Download 136

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. 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. Keeping your contact center agents engaged. Invest in your agents.

Contact Center 40

Contact Center Engagement White Paper Social Media 40

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. 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. Keeping your contact center agents engaged. Invest in your agents.

Contact Center 40

Contact Center Engagement White Paper Social Media 40

Talkdesk

SEPTEMBER 16, 2020

From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact center efficiency and customer experience is unquestionable and justifies all the buzz. For a contact center with 2M calls per year and a 40% automated use-cases, savings can average $2.1M.

Virtual Agent 115

Virtual Agent Call Center Contact Center Download 115

TechSee

MARCH 12, 2019

But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019. Computer Vision technologies. Bringing visual automation to contact centers. The Power of Visual Automation.

White Paper 111

White Paper Contact Center Net Promoter Score Average Handle Time 111

TechSee

SEPTEMBER 15, 2022

With their decades of expertise with CX technologies, visual computing, Augmented Reality, and Big Data, this joint offering provides automated AR-guided resolutions to major problems facing business owners. TechSee is led by industry veterans with years of experience in mobile technologies, artificial intelligence and big data.

Engagement 109

Engagement Contact Center Retail 2022 109

InMoment XI

MAY 30, 2024

Why Your Business Needs Text Analysis Software Most businesses are already collecting vast amounts of data, whether in the form of surveys, reviews, order history, contact center complaints, or other forms of data. Use review sites, industry reports, and technology forums to gather information on the top contenders.

Social Media 260

Social Media 2024 Document Insights 260

CSM Magazine

JUNE 25, 2019

Amazon Connect administrators are able to download the application from Amazon Web Services (AWS) Marketplace, select the questions for the survey from a list of questions specific to the live agent or IVR experience and then launch the survey to specific applications within the contact center. About VoiceFoundry.

Contact Center 40

Contact Center Connections Feedback Measurement 40

Think Customers

DECEMBER 12, 2023

Most companies are eager to implement AI solutions to improve customer experiences, but few have the data or technology ready to go to make it happen. Those are some of the insights gleaned from TTEC Digital’s State of AI in the Contact Center research report. No AI contact center activity topped a 35% adoption rate.

Contact Center 52

Contact Center 2023 Webinar Download 52

TechSee

JULY 18, 2019

Asking a customer to briefly describe their issue at the start of an interaction can help gauge the nature and urgency of the problem, allowing the contact center to tailor its service appropriately. Robotic service – no one likes to feel like they’re just a number or receive “generic” service.

Customer Experience 207

Customer Experience Contact Center Wireless Loyalty 207

inmoment

SEPTEMBER 6, 2018

Technology and services are must haves in our fast paced, hectic lives. 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. Don’t discount their effectiveness!

Contact Center 40

Contact Center Customer Experience White Paper Touchpoint 40

NICE inContact

NOVEMBER 1, 2021

Other contact centers are upgrading their technology to keep up with customer and competitive demands. To get a more macro view of technology investments, download the complimentary ContactBabel report, State of Contact Center Transformation in the New Digital World.

Contact Center 91

Contact Center Technology Download Customers 91

Upstream Works

NOVEMBER 19, 2020

These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. Contact center leaders must understand how the criteria for CX has changed with the pandemic.

2021 78

2021 Average Handle Time Contact Center E Commerce 78