NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job. How long does it take to repair?

Contact Center 54

Contact Center White Paper 2012 Call Center 54

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

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Workforce management (WFM) software can help. What does this mean?

Contact Center 49

Contact Center White Paper Omnichannel 2018 49

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge.

Contact Center 48

Contact Center Customer Experience White Paper Customer Service Representative 48

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge.

Contact Center 48

Contact Center Customer Experience White Paper Customer Service Representative 48

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge.

Contact Center 48

Contact Center Customer Experience White Paper Customer Service Representative 48

SaleMove

MAY 14, 2021

In response to consumer demand, Decision Research reports that in 2020 many P&C insurers “improved customer service areas such as self-service portals for policyholders, designed more user-friendly websites and apps, and optimized their call centers to manage additional doubts and concerns from policyholders.”.

Insurance 52

Insurance White Paper Contact Center Call Center 52

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

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

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? It could be engineers or product managers, for instance.

White Paper 94

White Paper Contact Center Call Center Technology 94

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. Contact centers that are not part of an organization’s primary business are commonly not included in strategy sessions.

Contact Center 40

Contact Center Customer Experience White Paper Touchpoint 40

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Learn more about Avaya’s performance management portfolio. But that is only half of the conversation.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

Interactions

JANUARY 6, 2022

With the labor shortage, the continued pandemic, and the status quo of the contact center, 2022 is the year that technology will take the lead in customer conversations—even having the ability to automate tasks that once required human judgement.” Read our white paper to learn more. Mike Iacobucci, Interactions CEO. .”

2022 71

2022 Customer Experience White Paper Contact Center 71

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

Calabrio

MAY 3, 2017

Contact centers also provide channels for inbound and outbound customer interactions , yet many marketing departments don’t consider them part of their voice-of-the-customer (VoC) mix. For CMOs, here are five reasons the contact center should be marketing’s new best friend. Manage customer expectations.

Contact Center 40

Contact Center White Paper Advertising Marketing 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. Contact Center Automation: Tools and Trends for the Decade Ahead : In this article, we explain the most important approach to successful contact center automation.

White Paper 52

White Paper Contact Center Customer Satisfaction Technology 52

Confirmit

JULY 7, 2017

Running a contact center is a costly and complex business, and often it's value to the organization is overlooked or misunderstood. The strategic value that a contact center is capable of delivering is, of course, significant. Voice of the Customer White Papers.

White Paper 40

White Paper Contact Center Metrics Customer Relationships 40

Uniphore

JANUARY 4, 2022

White Papers. Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. He has an MBA from the University of Delhi, where his focus areas were Finance and Marketing and has a post graduate honors diploma in Systems Management. Conversational AI Platform.

2022 126

2022 White Paper Contact Center Innovation 126

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. 2020 was indeed a unique year for vendor managers and their outsourced partners.

Contact Center 52

Contact Center White Paper 2021 2022 52

CSM Magazine

JANUARY 24, 2023

Joe O’Brien, Global Corporate Communications Manager at Sabio Group , takes a close look at the conversational AI tool, ChatGPT. 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? Question 3.:

White Paper 52

White Paper Contact Center Events Interaction 52

COPC

MARCH 11, 2022

Managing/leveraging outsourced service providers. Contact centers have not been immune to this phenomenon. Attrition and recruiting difficulties are not new to contact centers, and strategies to combat this have been developed and honed over the years. Best practices & approaches to reinvent labor policies.

White Paper 85

White Paper Contact Center 2022 Workshop 85

Tricia Morris

SEPTEMBER 4, 2015

In a recent white paper , ThinkJar Founder and Principal Esteban Kolsky, agreed that this is a commonly heard frustration. . To watch a pre-recorded webinar on the impact of knowledge management for customer service featuring Esteban Kolsky, Ask.com Global Customer Care Manager Eric McKirdy and Microsoft’s Bill Patterson, click here.

White Paper 85

White Paper Engagement Customer Service 2015 85

Calabrio

JANUARY 2, 2020

Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide. Seamless and consistent communications. We’ve made it easy to communicate with us. One integrated platform for Customer Experience Intelligence.

Brands 88

Brands White Paper Social Media Webinar 88

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. Manage volume of business fluctuations nimbly? Business Metrics Transparency for Better Customer Experience.

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. Manage volume of business fluctuations nimbly? Business Metrics Transparency for Better Customer Experience.

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. Manage volume of business fluctuations nimbly? Business Metrics Transparency for Better Customer Experience.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

Calabrio

JANUARY 2, 2020

Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide. Seamless and consistent communications. We’ve made it easy to communicate with us. One integrated platform for Customer Experience Intelligence.

White Paper 76

White Paper Social Media Webinar 2020 76

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. Scoring an “Ok” Satisfaction Rating Isn’t Enough.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

Uniphore

NOVEMBER 11, 2021

Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value. A conversational automation platform with promise management can automatically recognize, log and enrich commitments/promises.

Banking 52

Banking Net Promoter Score Contact Center NPS 52

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. This year, we will finally witness the tipping point where digital channels —email, chat, social, text, messaging—overtake voice in the contact center. 2018 Trend 1: Digital Channels Finally Overtake Voice. Here, we dissect CX Trend No.10:

2018 45

2018 White Paper 2014 Contact Center 45

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Author: Pauline Ashenden - Marketing Manager Most industries today are radically different compared to 20 or even 10 years ago. Published on: February 06, 2019. Share this page on: Tweet.

2008 73

2008 White Paper 2019 Automotive 73

Avaya

JANUARY 26, 2018

If not, you’ll need to deploy a workforce optimization (WFO) solution to demonstrate that policies, procedures and management oversight of the new recording and monitoring rules are in place. Workforce management : Schedule employee compliance training while ensuring you have enough support personnel with the right skills to serve customers.

2004 51

2004 White Paper Financial 2008 51

Magellan Solutions

JULY 28, 2021

Your partner in contact center services Philippines can provide you several sample scripts and templates that you can use for your telemarketing campaign. White Papers. Your Philippines third-party service provider can help you launch and manage all these marketing strategies. Effectivity Rate. Case Studies.

B2B 52

B2B White Paper Call Center Social Media 52

ClearAction

OCTOBER 4, 2015

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? This question was asked in the ClearAction Annual Business-to-Business Customer Experience Management Best Practices Study. This will grab managers' attention.

Customer Experience 118

Customer Experience White Paper ROI Financial 118

Uniphore

DECEMBER 17, 2021

In this article, you’ll learn how to effectively: Empower contact center agents (and reduce attrition). Manage promises made during calls automatically. Create a positive, frictionless customer experience. Minimize the time and number of steps to resolution. Strengthen compliance and security protocols. Want to learn more?

Net Promoter Score 52

Net Promoter Score Contact Center Download NPS 52