Calabrio

SEPTEMBER 21, 2016

The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. contact centers racked up more than 200 billion minutes of inbound calling.

Contact Center 59

Contact Center Technology White Paper 2016 59

NICE inContact

AUGUST 20, 2019

That’s because all technology has a “shelf-life”. This is also true for call center systems. Why does technology have an expiration date? As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. How does all this impact your call center?

Contact Center 54

Contact Center White Paper 2012 Call Center 54

NICE inContact

AUGUST 20, 2019

That’s because all technology has a “shelf-life”. This is also true for call center systems. Why does technology have an expiration date? As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. How does all this impact your call center?

Contact Center 54

Contact Center White Paper 2012 Call Center 54

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

NICE inContact

NOVEMBER 2, 2021

For contact centers, this includes getting agents on board by explaining why customer experience matters and providing the technology agents need to be successful. To learn more, download our complimentary white paper, The Ultimate CX Agent Guide: Hiring, training, onboarding, and measuring agents in a digital-first world.

White Paper 83

White Paper Customer Experience Contact Center Download 83

8x8

DECEMBER 4, 2017

More than that, I was learning all the time about accounting, processes, technology and working within a team. 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. Advancement opportunities and more.

Contact Center 48

Contact Center Customer Experience White Paper Customer Service Representative 48

8x8

DECEMBER 4, 2017

More than that, I was learning all the time about accounting, processes, technology and working within a team. 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. Advancement opportunities and more.

Contact Center 48

Contact Center Customer Experience White Paper Customer Service Representative 48

8x8

DECEMBER 4, 2017

More than that, I was learning all the time about accounting, processes, technology and working within a team. 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. Advancement opportunities and more.

Contact Center 48

Contact Center Customer Experience White Paper Customer Service Representative 48

NICE inContact

OCTOBER 29, 2018

Case in point, I had an interesting conversation with a couple of millennials where I reflected on the tech I used in college (I am a “boomer”) – technologies like the first IBM PC, the DOS operating system, Lotus 123, “brick” cell phones, RPN calculators and the like. What does this have to do with contact centers?

Contact Center 48

Contact Center White Paper Call Center Omnichannel 48

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

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

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? I spoke to professionals in similar businesses that have implemented the same technology or process.

White Paper 94

White Paper Contact Center Call Center Technology 94

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. Having multiple methods of contact, or channels, removes effort from customers, which customers really like. How fast is technology changing?

White Paper 124

White Paper Contact Center E-support Social Media 124

Talkdesk

MAY 28, 2020

The extra cost of extending your VPN connection means buying and building out technology that will no longer be used once your agents return to the contact center. However, this tactic is not future-proof.

White Paper 79

White Paper Contact Center Download Connections 79

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

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

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. RPA don’ts: Do not rush AI technology.

White Paper 52

White Paper Contact Center Customer Satisfaction Technology 52

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

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

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

CSM Magazine

JANUARY 24, 2023

neural network that uses the same underlying GPT-3 technology to generate images from text descriptions. 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

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. This is where “Systems of Listening,” and the technology to support them, come in.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

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

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. 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. 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. Business Metrics Transparency for Better Customer Experience.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

Uniphore

DECEMBER 17, 2021

This is especially true given the increasing competition from more technology-savvy competitors and disruptive market entrants from non-healthcare sectors such as retail. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. Scoring an “Ok” Satisfaction Rating Isn’t Enough.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

Uniphore

DECEMBER 20, 2021

Target the root cause of turnover in outsourced service centers with technology that empowers. With more customers engaging with businesses remotely, contact centers are scrambling to find new ways to attract, empower and retain top talent. Technology can improve training and coaching. Want to learn more?

Customer Service 52

Customer Service Contact Center Download Article 52

Eptica

FEBRUARY 6, 2019

Do ensure they are given support to deliver the best possible service, such as by giving them access to the best technology and systems that provide them with the information and tools they require. Consequently, you need to reassure them and involve them in the change process, making sure their concerns and needs are built into the plan.

2008 73

2008 White Paper 2019 Automotive 73

Avaya

JANUARY 26, 2018

Supervisors and managers can use this both in the contact center and back office to view customer interactions from beginning to end via synchronized screen and call recordings. The greatest threat to reputability, revenue and customer experience is the thought that your technology is “good enough” to meet current needs.

2004 51

2004 White Paper Financial 2008 51

Uniphore

DECEMBER 17, 2021

More outsourced service providers are turning to technology to stay competitive in an increasingly digital world. In this article, you’ll learn how to effectively: Empower contact center agents (and reduce attrition). Set your organization up for success with these best practices for automation implementation.

Net Promoter Score 52

Net Promoter Score Contact Center Download NPS 52

ClearAction

OCTOBER 4, 2015

One of our top customers' CEO told us we were arrogant and hard to do business with; he said he couldn't wait for any of our competitors to be first to market with next-generation technology so he could take his business there. That was an attention-grabber. This type of thing is a blessing in disguise to CX professionals.

Customer Experience 118

Customer Experience White Paper ROI Financial 118

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

LiveChat

NOVEMBER 16, 2018

Content may be of many different types – blog posts, videos, white papers, case studies, and more. The contact center or call center is usually the most expensive cog in the customer service wheel for most companies. is definitely the blog post. What do your blog posts do?

Poor Customer Service 45

Poor Customer Service White Paper Call Center Customer Service Representative 45

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