CX Accelerator

MARCH 16, 2020

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? Are you sold?

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Contact Center Reference Communication Customer Service 182

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

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Contact Center Management Call Center Omnichannel 75

BlueOcean

MAY 14, 2018

The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure. Sample Contact Center RFP Timeline.

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Contact Center Culture Article Definition 214

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. of their revenue due to bad experiences. of their revenue due to bad experiences. Three Vital Layers Of Quality Management QM is far more than just reviewing customer interactions for areas of concern.

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Contact Center Multi-Channel Customer Retention ROI 78

TechSee

APRIL 26, 2021

The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. Vision: A key element for transforming contact centers . Creating a visual interaction between an agent and a customer in need of assistance is the fastest path to success.

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Contact Center Call Center Multi-Channel Touchpoint 109

Playvox

DECEMBER 15, 2022

Let’s face it, the call center of yesteryear is not wholly relevant when looking at customer service operations today. Even the terms “call center” and “contact center” are called into question, given the images they evoke of rows of agents in cubicles lined up to fill a room. What Is A Digital Contact Center?

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Contact Center Multi-Channel Average Handle Time Omnichannel 72

Playvox

APRIL 5, 2022

Most companies aspire to excellence in customer experience (CX). But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. How do you build a high performance contact center? After all, the employee experience drives the customer experience.

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Contact Center Net Promoter Score Metrics Average Handle Time 77

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. Remote work continues to be a highly desirable benefit for contact center employees.

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Contact Center Omnichannel 2022 Competitive Advantage 52

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.

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Contact Center Omnichannel Metrics Feedback 52

BlueOcean

NOVEMBER 13, 2023

And many businesses feel pressure to predict the where, when, and how of their customer interactions. Voice of Customer analytics: Everything you need to know Customer experience is, we believe, the core of excellent customer care. After all, happy employees create happy customers. Meanwhile, the conversations are piling up.”

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Playvox

JANUARY 5, 2022

Employees today have more choices and flexibility about where and when they do their jobs. While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. What is Agent Experience? Equip Your Team. It shows more care than an email.

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Contact Center Fashion Employee Experience Reference 72

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Employee Experience.

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Contact Center 2022 Omnichannel 2025 79

CSM Magazine

DECEMBER 15, 2022

Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. After all, your customer support team is the heart and soul of the customer experience (CX). Your contact center employees are your greatest assets.

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Contact Center 2023 Loyalty Social Media 52

Think Customers

DECEMBER 16, 2022

It’s impossible to know what 2023 will bring but, as we head into the new year, some clear challenges (and opportunities) are emerging and businesses have clear priorities when it comes to elevating customer and employee experience. The technology is important, but people are at the heart of all interactions.

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2023 Employee Experience Engagement Brands 96

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. This significant shift to non-voice interactions presents an excellent opportunity to improve agent training and update chat-specific KPIs. WFH Insights. Competitive Sourcing Insights.

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Contact Center Workshop White Paper 2021 52

Playvox

FEBRUARY 2, 2022

It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. According to industry studies , average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into the triple digits. Some contact centers experience almost no turnover at all.

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Contact Center Culture Effort Score Call Center 68

Call Experts

FEBRUARY 12, 2020

By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. Customer Journey Mapping.

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Contact Center 2020 Call Center Omnichannel 69

Playvox

JANUARY 13, 2022

While many in the contact center industry are slow to transition away from on-premise software, cloud adoption shows no signs of slowing. In the last year, contact center teams that have embraced cloud-based solutions have learned some important lessons. billion in 2020. Customer Chit-Chat. There were around 6.4

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CSM Magazine

JANUARY 5, 2022

David Singer, Vice President of Product Strategy for Verint , explains why contact centers will need to stay agile to support the evolving needs of customers and employees. New technologies will help contact centers be more agile in the new year. Social Messaging Remakes the Contact Center.

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Contact Center 2022 Competitive Advantage Interaction 52

InMoment XI

APRIL 5, 2022

Of course, different firms operate with different goals in mind, but what’s important to take away here is how the customer experience is impacting the employee experience and vice versa. Employee and Customer Experience Trend #2: Focus on Both Digital and In-Person Interactions to Serve All Customers.

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Banking 2022 Customer Experience Financial 295

Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. It’s often regarded as restrictive, costly, and an afterthought.

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Customer Centricity Contact Center Management Customer Satisfaction 83

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

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Contact Center Omnichannel Net Promoter Score Management 77

Call Experts

NOVEMBER 20, 2019

With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . Customer activities and interactions with brands during the holiday season significantly impact contact centers. Centers incentivize employees to work over the holiday and be prepared.

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Contact Center Management Call Center 2018 60

InMoment XI

JUNE 5, 2024

Contact Centers: Analyzes call transcripts for categorization, QA, alerting, and enhanced CX with tools like Conversational Intelligence and dashboards for agents and managers. Non-Text Data Ingestion : Integrating non-textual data sources will provide a more complete view of the customer experience.

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2024 Social Media Innovation Document 260

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. How do contact centers not only survive but thrive in this new era? Contact center leaders need to embrace: Massive amounts of data which are now available.

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Contact Center Management Omnichannel Interaction 78

CSM Magazine

SEPTEMBER 28, 2021

Kore.ai , a top conversational AI software company, today announced the launch of SmartAssist, the world’s first AI-native end-to-end Contact Center as-a-Service [CCaaS] solution. Companies who prioritize customer and employee experiences use Kore.ai’s no-code platform to raise NPS and lower operational costs.

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Contact Center Average Handle Time 2014 Healthcare 52

Playvox

JANUARY 30, 2024

In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well. Gamification works because it brings fun and interactivity into the workplace, where tasks, training, and activities are often lacking in keeping employees interested and motivated.

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Contact Center Feedback Culture Engagement 79

BlueOcean

AUGUST 30, 2018

In this environment, partnering with a solid outsourced contact center partner can be the best decision you can make. The key is to find a true strategic partner who you trust to stay ahead of the customer experience curve. More and more customer interactions are happening without any human interaction at all.

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Customer Service Contact Center Customer Care Technology 232

NICE inContact

OCTOBER 10, 2018

In the second episode, Building Continuous CX Improvements in Your Contact Center, Nate Brown, co-founder of CX Accelerator, shared his expertise regarding how to build an all-star contact center. Employee Experience (EX) – How employees perceive their total interactions with an organization.

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Contact Center Net Promoter Score NPS 2013 48

Natalie Petouhof

JANUARY 28, 2021

Delivering empathy in action is about a business putting themselves in the “shoes” of their customers and employees and asking what is the “job to be done” as the late Harvard Business Professor, Clayton Christensen and his work in Competing Ask Luck would ask. Employee attrition is easier to spot, especially in the contact center.

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Employee Experience Competitive Advantage Contact Center 2021 59

Experience Investigators by 360Connext

APRIL 2, 2024

Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And why do they matter for customer experience teams? Your relationship with customers is built one step at a time.

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Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

TechSee

NOVEMBER 10, 2020

Visual assistance allows users to instantly stream their mobile device camera or screen via web connection, for real-time, interactive visual engagement. Assisting customers using visuals can add efficiency and significantly cut costs in three areas of customer service: the contact center. field services. self-service.

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Customer Service Contact Center Average Handle Time Consulting 207

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. The devil’s in the detail, or in this case, the sentiment, when it comes to analyzing customer interactions and extracting meaningful insights.

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Contact Center Omnichannel Measurement Social Media 82

Experience Investigators by 360Connext

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is CRM is about managing the data and input from customers to help deliver on a Customer Experience Strategy.

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ROI CEM Net Promoter Score Customer Experience 260

Call Experts

DECEMBER 12, 2019

Businesses feel the influence of these negative support experiences on social media channels and email-based customer communications. A well-seasoned contact center will help! . Our seasoned contact center agents, Experts, receive additional training on how to handle tasks during peak hours more efficiently.

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Contact Center Call Center 2018 Customer Journey Mapping 69

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. AI-driven tools and platforms are shaping the way contact centers engage with and manage their workforce. Why Workforce Engagement Matters to Business?

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Engagement Contact Center Culture Metrics 73

Experience Investigators by 360Connext

APRIL 2, 2024

Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And why do they matter for customer experience teams? Your relationship with customers is built one step at a time.

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Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137