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. Our roadmap includes significant advancements in AI and NLP, particularly enhancing feedback solicitation and data integration.

2024 260

2024 Social Media Innovation Document 260

NICE inContact

DECEMBER 20, 2019

How will Artificial Intelligence (AI) affect your contact center? Whether you’re looking to impact operational costs, keep up with the competition, improve efficiencies, reduce the volume of agent interaction or improve the overall customer experience, AI is going to make a measurable impact.

Contact Center 62

Contact Center Roadmap Measurement Interaction 62

TechSee

FEBRUARY 12, 2019

Human-AI interaction, for years held up as the final frontier, is now giving way to autonomous AI-powered customer self service becoming a part of our daily experience. However, living, breathing contact center agents still have a vital role to play in training the self service platforms of the future.

Contact Center 111

Contact Center Banking Roadmap Insurance 111

Avaya

APRIL 10, 2019

of organizations are using or planning to use AI for customer interactions or analytics. Skills-based routing – Advanced rules that change in real-time, based on the AI algorithm, to govern how to route customer interactions based on skills of agents available and circumstances causing customer interactions at that time.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? The post Strategic roadmap to deliver new-age customer experiences appeared first on Uniphore. Register Now.

Roadmap 52

Roadmap Customer Experience Webinar Contact Center 52

BlueOcean

AUGUST 30, 2018

In this environment, partnering with a solid outsourced contact center partner can be the best decision you can make. More and more customer interactions are happening without any human interaction at all. Automation through AI-driven technologies will never replace the need for human contact center agents.

Customer Service 232

Customer Service Contact Center Customer Care Technology 232

Talkdesk

JANUARY 12, 2018

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. What new tools will your contact center features offer customers and agents in 2018? Read the full list of features in our ebook here.

Contact Center 40

Contact Center 2018 Return on Investment Roadmap 40

Talkdesk

JANUARY 12, 2018

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. What new tools will your contact center features offer customers and agents in 2018? Read the full list of features in our ebook here.

Contact Center 40

Contact Center 2018 Return on Investment Roadmap 40

NICE inContact

AUGUST 22, 2017

inContact’s study revealed that only 26% of millennial respondents prefer voice, yet 62% opted for inbound/outbound voice in their most recent interactions. In order to meet the needs of millennials, and younger generations, chat should be a factor in contact center channel planning. Let’s look at the market. Do we see an “aha!”

Contact Center 56

Contact Center Social Media Roadmap Customer Satisfaction 56

CX Accelerator

JULY 1, 2020

As a consumer, I was forced to change the way I interact with businesses. However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner. This article will cover the following: · Business Continuity.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

NICE inContact

AUGUST 22, 2017

inContact’s study revealed that only 26% of millennial respondents prefer voice, yet 62% opted for inbound/outbound voice in their most recent interactions. In order to meet the needs of millennials, and younger generations, chat should be a factor in contact center channel planning. Let’s look at the market. Do we see an “aha!”

Contact Center 48

Contact Center Social Media Roadmap Customer Satisfaction 48

Talkdesk

JANUARY 31, 2018

When Talkdesk puts together our long-term feature roadmap, we put a lot of thought into where contact center executives want to go in the future and build a product that will give them the tools they need to execute on their vision. From a high level, this is a goal we’ve always tried to achieve. No one wants to do that.

Contact Center 56

Contact Center Customer Experience Omnichannel Call Recording 56

CX Accelerator

JULY 1, 2020

As a consumer, I was forced to change the way I interact with businesses. However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner. This article will cover the following: · Business Continuity.

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

Oracle

FEBRUARY 3, 2020

In a recent webinar series, Daniel Foppen of Oracle’s CX Service Strategy along with 4 leading service professionals from BISSELL, Pier 1 Imports, Smiths Medical, and Elsevier discuss advanced contact center functionality and how they have future-proofed their respective contact centers.

Contact Center 40

Contact Center Webinar Roadmap Technology 40

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). WFM to the rescue.

Call Center 52

Call Center Contact Center Management Omnichannel 52

Avaya

APRIL 15, 2019

Increasingly, Digital Customer Experience (DCX) leaders are using and evaluating Artificial Intelligence (AI) to improve customer interactions. We asked 697 business and IT leaders for the top benefit they saw with adding AI to their customer interactions. Right behind that, on the top benefits list, is improves customer satisfaction.

Roadmap 47

Roadmap Customer Experience Contact Center Customer Satisfaction 47

TechSee

DECEMBER 16, 2020

Visual Remote Assistant provides technicians and agents with interactive visual guidance to resolve issues quickly and effectively. The connected and agile platform integrates multiple data sets and workflows across contact centers, field services, and third-party systems for enhanced collaboration.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

Magellan Solutions

FEBRUARY 26, 2024

Humana Story : Humana’s call centers fielded 1 million calls per month, 60% of whom were just seeking basic coverage information. Problem : Overloaded agents and poor interactive voice response (IVR) experiences frustrated customers and drive overhead. Callers wasted time, and costs climbed.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

COPC

MAY 31, 2022

COPC CX Standard for Customer Operations and COPC CX Standard for Contact Centers, Release 7.0 The series is a 12-month research effort that addresses timely issues affecting contact centers and customer experience. Certification provides a roadmap for reconstructing processes and preparing for change.

Customer Experience 101

Customer Experience Contact Center Consulting Metrics 101

Lithium

APRIL 12, 2022

Leaders and executives, especially in the contact center, are struggling to backfill empty seats and train incoming employees — and they're paying mightily for it. Agents are the most valuable resource in your contact center, and that’s where you should focus your investment. Contact Center Subfolders.

Omnichannel 52

Omnichannel Innovation Contact Center Customer Service 52

COPC

JANUARY 9, 2024

By adopting new technology and expanding our team’s capabilities, we’ve contributed to Mastercard’s overall growth and positioned the company among the leaders in the contact center industry. Lance Gruner: Our customers expect a seamless experience with every interaction, from sales to service.

Customer Experience 74

Customer Experience Net Promoter Score 2024 Customer Care 74

CSM Magazine

NOVEMBER 25, 2019

Bots, and the underlying AI that drives them, have become increasingly popular in many Customer Experience and contact center circles, and for good reason. Focus on developing transparent but conversational interactions. This transparency allows users to temper their expectations of an interaction with Alexa.

Customer Experience 87

Customer Experience Roadmap Contact Center Insurance 87

Lithium

NOVEMBER 1, 2022

How to transform your contact center into a revenue source Contact centers aren’t just expenses. NEW Coaching Video: NPS/CSAT Enable users to privately share their feedback with your brand after a customer service interaction. They can also create significant value. Was it the stars aligning? Read on to find out.

2022 52

2022 Roadmap ROI Social Media 52

Interactions

JUNE 25, 2020

The surge in contact volume stresses the contact center operations. In the last few weeks we’ve already seen brands reallocating sales and other staff to handle customer queries to strengthen the contact centers. Virtual agents behave like the best contact center agent, at scale.

Virtual Agent 71

Virtual Agent Contact Center Customer Journey Mapping Definition 71

Experience Investigators by 360Connext

OCTOBER 17, 2023

This will not only provide a roadmap for implementation but also enable the tracking of progress and the measurement of the impact of CX initiatives on business outcomes. Your leaders might never interact with a CRM system or understand its importance. And that leads to more retained revenue.)

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Talkdesk

JUNE 26, 2019

To do so, they rely on teams in three contact center locations to expertly handle over 5 million interactions each year. Frustrated with a lack of support from their previous provider, they needed to find a contact center solution that supported their current needs and aligned with their vision for the future.

Contact Center 68

Contact Center Social Media Roadmap Culture 68

CSM Magazine

NOVEMBER 9, 2022

In this new executive leadership role, Davies will work directly with Calabrio customers and prospects to prioritise customer-first contact centre strategies enabled by engaged employees and elevate their use of technology to better leverage deep VoC data and insights. About Calabrio. Calabrio is a trusted ally to leading brands.

Marketing 52

Marketing Contact Center Roadmap Leadership 52

Call Experts

APRIL 8, 2024

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Using a customer journey contact center can also be highly advantageous.

Contact Center 52

Contact Center Customer Journey Call Center Touchpoint 52

Experience Investigators by 360Connext

JUNE 22, 2021

They may have had one bad experience with a contact center rep and decided that was enough to open the door to consider switching. Is a customer more likely to drift away after 1 year, 2 years or after a significant change in their life or in the way they interact with the product? . Review milestones along the customer journey.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

Talkdesk

MARCH 12, 2020

As customer expectations evolve, so does the contact center. Managing this intersection is Jennifer Lundberg’s primary role, and she’s done it for organizations of all types: “I think if you can come up with a function for contact centers, we cover it.”. Choosing Talkdesk. Customizing the customer journey.

Omnichannel 60

Omnichannel Customer Journey Contact Center Management 60

ShepHyken

AUGUST 19, 2022

In 2022, the Conversation Excellence Lab at Balto had the same question and discovered what makes contact center employees feel fulfilled, successful, and effective in their roles. . Do they interact with the customers in a personable and effective manner? Agents are the people most familiar with common customer concerns.

Customer Experience 80

Customer Experience Customer Satisfaction Roadmap Insurance 80

SurveySensum

JANUARY 24, 2024

Features that contribute directly to the product roadmap and support overarching business objectives should be given higher priority. But be sure to only ask about the features that resonate with your roadmap. Prioritise, based on strategy, roadmap, etc. Sign Up & Launch Feature Prioritization Surveys With SurveySensum!

Roadmap 52

Roadmap Feedback Demo Customers 52

NICE inContact

DECEMBER 17, 2018

At the risk of stating the obvious, customer experience (CX) can make or break your contact center operation. At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. Our CXone roadmap will help you set the pace with your customer experience. We’re a leader in 3 of 3!

Contact Center 48

Contact Center Omnichannel Download Roadmap 48

Talkdesk

MARCH 24, 2020

Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. . A true AI-powered knowledge base benefits: Customers.

Net Promoter Score 57

Net Promoter Score Average Handle Time Contact Center Virtual Agent 57

Think Customers

DECEMBER 13, 2021

Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace. 4 questions to ask during this step: What paths do customers take when they interact with your brand before, during, and after purchase? Renewing your CX vows begins with the basics.

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

Call Experts

JULY 13, 2023

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Using a customer journey contact center can also be highly advantageous.

Contact Center 52

Contact Center Customer Journey Call Center Touchpoint 52

Talkdesk

MAY 18, 2020

What did 2019 teach us about security in the Contact Center? What to Do to Secure Your Contact Center Now That Agents Are Working From Home? #1 In an ever-changing environment where people can’t go outside safely as much as they used to, they are replacing in-person interactions with digital ones.

Contact Center 83

Contact Center E Commerce 2020 E-support 83