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

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. Technology has made huge advances in recent years as the contact center has shifted from an unsightly but necessary business function to the cornerstone of customer experience.

Contact Center 56

Contact Center White Paper Omnichannel Call Center 56

ShepHyken

MARCH 26, 2019

The Interview with Natalie Petouhoff: Companies that become too enamored with chatbots, AI, and other technologies can risk losing touch with their customers. It can eliminate mundane, repetitive task for support center agents and help them build better rapport with their customers, which thereby improves the customer experience.

White Paper 124

White Paper Contact Center E-support Social Media 124

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

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

Think Customers

APRIL 12, 2022

On average a contact center associate needs to handle complex applications, urgent customer needs, and all the manual inefficiencies that come with service inquiries. Customers aren’t impressed by technology alone; they are impressed by the quick and impactful help it provides. Customer service is demanding. What is RPA?

White Paper 52

White Paper Contact Center Customer Satisfaction Technology 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

Think Customers

OCTOBER 4, 2021

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. Find the right mix of technology and humanity. But these two platforms aren’t interchangeable. What’s a chatbot? What is messaging?

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

CSM Magazine

JANUARY 24, 2023

Not limited to standard text interactions, ChatGPT can write poetry, help debug code and even troubleshoot IT issues. neural network that uses the same underlying GPT-3 technology to generate images from text descriptions. neural network that uses the same underlying GPT-3 technology to generate images from text descriptions.

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. In customer service, it helps the computer see the problem, as a true virtual technician. Object recognition in a technical support model.

Call Center 84

Call Center White Paper Contact Center Customer Care 84

Natalie Petouhof

AUGUST 15, 2022

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. But nearly half of companies lack customer identification information during real-time digital and voice interactions. Original Article by Ginger Conlon.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 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

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

Uniphore

DECEMBER 17, 2021

healthcare market must continue to transform how they interact with consumers if they want to succeed. This is especially true given the increasing competition from more technology-savvy competitors and disruptive market entrants from non-healthcare sectors such as retail. This means that the more than 900 payers 1 in the current U.S.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

8x8

JANUARY 3, 2018

Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. This often depends on the degree of customer churn in an industry or complexity of the customer interactions with an organization.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. This often depends on the degree of customer churn in an industry or complexity of the customer interactions with an organization.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. This often depends on the degree of customer churn in an industry or complexity of the customer interactions with an organization.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

Eptica

FEBRUARY 6, 2019

For deeper insights you need to analyze the many real interactions that your organization has with customers every day, such what they say on email, chat or social media. Reading through qualitative data, such as free text interaction was once a time-consuming, often manual process but now you can do it at scale using AI and text analytics.

2008 73

2008 White Paper 2019 Automotive 73

Avaya

JANUARY 26, 2018

The specific customer interactions that are required to be recorded in relation to investment services include: Receipts of client orders. Desktop screen capture: This is an undetectable back-end process that records desktop screen activity during each customer interaction. Execution of orders on behalf of clients.

2004 51

2004 White Paper Financial 2008 51

8x8

MARCH 17, 2019

As more than 6,000 business and technology leaders convene at Enterprise Connect this week in Orlando, attendees are garnering knowledge about how they can stay competitive in a fast-changing business landscape. Speech Analytics Benefits Outside the Contact Center. It’s easy and simple to customize to the needs of your business.

Insights 91

Insights Contact Center White Paper Return on Investment 91

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. Considering that contact centers today hold immense repositories of customer data, processing this information is no simple feat.

Omnichannel 143

Omnichannel White Paper Contact Center Touchpoint 143

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 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

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. With digital technologies pushing customer experiences forward, businesses can do more to adapt to their customers’ needs.

2022 89

2022 Customer Experience Omnichannel White Paper 89

Uniphore

JANUARY 4, 2022

White Papers. Analyze Analytics and insights from 100% of interactions across all channels. Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Conversational AI Platform. U-Self Serve. Case Studies.

2022 126

2022 White Paper Contact Center Innovation 126

Calabrio

JANUARY 2, 2020

One key component for inspiring better interactions between companies and their customers is Calabrio having a fully unified approach and identity. Therefore, on January 13 we will completely unite under the Calabrio brand. Seamless and consistent communications. We’ve made it easy to communicate with us. Stay connected, stay social.

Brands 88

Brands White Paper Social Media Webinar 88

Calabrio

JANUARY 2, 2020

One key component for inspiring better interactions between companies and their customers is Calabrio having a fully unified approach and identity. Therefore, on January 13 we will completely unite under the Calabrio brand. Seamless and consistent communications. We’ve made it easy to communicate with us. Stay connected, stay social.

White Paper 76

White Paper Social Media Webinar 2020 76

Avaya

MAY 20, 2019

Today’s technology must go beyond the basics to empower agents with the intelligence and efficiency they need to drive deeper customer relationships and feel more immersed and fulfilled in their roles. 1 in the global contact center systems market and Verint a recognized global leader in Workforce Engagement ). Call recording?

White Paper 11

White Paper Net Promoter Score Marketing Contact Center 11

Interactions

JANUARY 6, 2022

At Interactions, we have been working in AI in CX for nearly two decades and have witnessed this firsthand as business goals and consumer habits change. Mike Iacobucci, Interactions CEO. We asked our Interactions experts to share their predictions. Read our white paper to learn more.

2022 71

2022 Customer Experience White Paper Contact Center 71