Playvox

NOVEMBER 3, 2021

According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. Teamwork, sharing knowledge and best practices feed company culture.

Contact Center 103

Contact Center Culture White Paper Competitive Advantage 103

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET.

Contact Center 56

Contact Center White Paper Roadmap Consulting 56

NICE inContact

JULY 26, 2019

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? So, what might you consider as you integrate artificial intelligence into your contact center? Find out how adding chatbots in your call center can provide better service and overall satisfaction. Huge investments?

Contact Center 55

Contact Center White Paper Call Center Download 55

TechSee

MARCH 12, 2019

But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019. Bringing visual automation to contact centers. The Value of Automation. The Power of Visual Automation.

White Paper 111

White Paper Contact Center Net Promoter Score Average Handle Time 111

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. Why go “cloud” or stay with an on-premises system?

Contact Center 54

Contact Center White Paper 2012 Call Center 54

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. Why go “cloud” or stay with an on-premises system?

Contact Center 54

Contact Center White Paper 2012 Call Center 54

InMoment XI

OCTOBER 7, 2021

customer contact center call, product purchase experience, etc.), If you’d like to learn more about how you can set CX goals and develop a comprehensive CX strategy, check out this white paper! In the customer experience world, most goals are “outcome goals” versus “performance goals.”.

White Paper 493

White Paper Measurement Customer Retention Contact Center 493

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. 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

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

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

NICE inContact

OCTOBER 29, 2018

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. Contact Center software and hardware is replaced every couple of years because it either wears out or because it no longer provides needed functionality.

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

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

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. For these instances, only a trained contact center agent can provide assistance. Empowering your team.

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. For these instances, only a trained contact center agent can provide assistance. Empowering your team.

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. For these instances, only a trained contact center agent can provide assistance. Empowering your team.

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

SaleMove

MAY 14, 2021

We explore this topic further in our white paper, “ How P&C Insurers are Using Digital Customer Service as a Differentiator.” P&C insurers can layer rich collaboration on any of their existing quoting, application, servicing or claims web experiences.

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. 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. 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

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? I made sure to note the outcomes.

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

NICE inContact

FEBRUARY 24, 2021

In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected. It’s having major impacts throughout the industry, including on the contact centers that interact with those consumers on behalf of healthcare organizations and providers.

White Paper 66

White Paper Consumers Healthcare Contact Center 66

Talkdesk

JULY 20, 2020

As the pandemic continues and fully remote operations become “the new normal”, organizations must reevaluate their virtual call center approach and determine the best strategy for its implementation. Enterprises must consider the implications of a full-time transition from a physical to a virtual contact center.

Call Center 93

Call Center White Paper Contact Center Download 93

Integrity Solutions

APRIL 19, 2024

According to Observe.AI’s State of Contact Center Conversation Intelligence report, 82% of contact centers engage with customers via the phone. Even as technology becomes more integral and upfront in the process, people are still looking for that people-to-people experience.

Sales 93

Sales Loyalty White Paper Contact Center 93

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. Here’s an excerpt of the white paper: Identifying the issue with voice over VPN We begin by recognizing the criticality of the voice channel for customer communication. .

White Paper 79

White Paper Contact Center Download Connections 79

ShepHyken

MARCH 26, 2019

Having multiple methods of contact, or channels, removes effort from customers, which customers really like. Contact centers and companies alike need to reorient themselves so that the customer is at the center of their operations. Social media has transformed how customers and businesses interact.

White Paper 123

White Paper Contact Center E-support Social Media 123

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

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. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. What’s a chatbot? What is messaging?

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

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

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

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? ChatGPT answer: Contact center agents can take advantage of ChatGPT in a number of ways. Question 3.:

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.

Call Center 84

Call Center White Paper Contact Center Customer Care 84

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. And they expect a “personalized service that feels unique to my needs.”

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

COPC

MARCH 11, 2022

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. However, there is still a possibility that labor issues are unique to that call center. flexible work schedule.

White Paper 85

White Paper Contact Center 2022 Workshop 85