Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Contact Center 90

Contact Center Multi-Channel Social Media Customer Service Representative 90

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. Technology replacing humans.

Contact Center 111

Contact Center Blog 2025 Banking 111

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

BlueOcean

DECEMBER 18, 2018

You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. You’ve got your game face on.

Contact Center 195

Contact Center Measurement Metrics Omnichannel 195

CX Accelerator

JULY 1, 2020

When the country opens back up, companies will certainly need to revisit their BC plans to see how they can better prevent future threats, continue operations during one, and recover. We find ourselves in unprecedented – certainly, the word of the year – times. One question asked repeatedly in this season is, “When will we return to normal?”

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 52

Contact Center Blog Banking Competitive Advantage 52

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. Artificial intelligence (AI) has permeated many aspects of our work and personal lives.

Contact Center 75

Contact Center Management Call Center Omnichannel 75

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Remember that engaged employees work harder, care more about the company, the people they work with and ultimately care more about the customer. – Shep Hyken.

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Blog Contact Center Competitive Advantage Engagement 82

Beyond Philosophy

AUGUST 25, 2022

Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. Defining Proactive.

Contact Center 147

Contact Center Hotels Social Media Interaction 147

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center 2027 Customer Satisfaction 52

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Today’s thought leaders and customer contact professionals clearly understand the importance of delivering exceptional experiences. This briefing will help you avoid those pitfalls.

Blog 95

Blog Omnichannel Average Handle Time Contact Center 95

BlueOcean

FEBRUARY 27, 2018

You are out there setting the standard for others to follow (And please, get in touch so we can get you signed on for a guest blog spot). We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care. That’s at least the premise behind this Customer Think blog.

Social Media 199

Social Media Customer Service Contact Center ROI 199

Call Experts

JUNE 15, 2023

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. The right contact center technology for a SCV. This will help lead you to forming important relationship with your customer. – Shep Hyken.

Blog 90

Blog Customer Service Contact Center Customers 90

Upstream Works

JANUARY 25, 2022

For contact centers, digital transformation has surpassed buzzword status. CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace. But how can contact centers respond? But how can contact centers respond? Understanding the Customer Journey.

Innovation 78

Innovation Contact Center Omnichannel Touchpoint 78

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. Before Soliciting Feedback. It’s important to achieve clarity on your organizational goals from the information gathered.

Contact Center 82

Contact Center Feedback Blog Customer Journey Mapping 82

CX Accelerator

JANUARY 11, 2021

Here is one amazing quote from him: 'No matter what your past has been, you have a spotless future.'". by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. Igniting a passion for CX.

Books 266

Books Return on Investment Magazine Culture 266

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

2024 81

2024 Innovation Customer Service Omnichannel 81

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

BlueOcean

MARCH 26, 2018

Say hello to the future: the robots are right here. This blog by Information Age is a great reminder of how artificial intelligence still hinges on human guidance. This blog by Information Age is a great reminder of how artificial intelligence still hinges on human guidance. Most companies aren’t yet.

Customer Service 168

Customer Service Brands Call Center Healthcare 168

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. According to ICMI , contact centers have a fairly high turnover rate of 33%.

Contact Center 148

Contact Center Engagement Omnichannel 2019 148

TechSee

JUNE 10, 2021

Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service. Sure, they divert your workforce from more strategic tasks. .

Innovation 207

Innovation 2025 Transportation Consumers 207

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 98

Call Center Contact Center Webinar 2021 98

CSM Magazine

MAY 16, 2023

When selecting a contact center to assist your company, you want more than outsourced services. In order to get there, you need to partner with a contact center that places employees and their training as its highest priorities. Protel BPO agents are selected from a fast-growing contact center labor pool.

Contact Center 52

Contact Center Retail Leadership Culture 52

Optimove

MARCH 26, 2024

The future: The Positon-less Marketer: Pini Yakeul, Optimove CEO, coined the “Position-less Marketer” – showing all attendees their future success path. The future: The Positon-less Marketer: Pini Yakeul, Optimove CEO, coined the “Position-less Marketer” – showing all attendees their future success path.

2024 64

2024 Connections 2025 Download 64

ShepHyken

JULY 26, 2021

More than just saying, “Thank you,” you can share more product information, get the customer to subscribe to your blog, upsell and cross-sell, ask for reviews, and more. Consider the opening stats. Sixty-four percent of U.S. Dissatisfied employees were more than 2.5 Fast Company) As we move closer to recovery in the U.S.,

Article 102

Article 2021 Customer Service Contact Center 102

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? So there’s no time like the present to create the best customer service training program for your contact center. More than half (53%) say they have switched brands due to a poor customer experience.

Customer Service Training 78

Customer Service Training Contact Center Customer Service 2022 78

Calabrio

DECEMBER 18, 2020

This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions. This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions.

Contact Center 64

Contact Center Leadership Insights Technology 64

Stella Connect

FEBRUARY 15, 2022

It’s no secret that call centers have high turnover. In fact, research shows that the average annual attrition rate for contact center agents ranges between 30 to 45%—an astonishing 2X the average annual employee churn rate for all other types of jobs in the U.S. First, an Answer About Why Call Centers Have High Turnover.

Call Center 52

Call Center Contact Center 2021 Demo 52

ShepHyken

MAY 15, 2020

Wondering if I could continue to trust this manufacturer, I contacted them to report the issue. Not receiving a response, I later wrote a blog post about the importance of not blocking your customers (literally, in this case!). I’ve been thinking a lot about trust lately and its importance when it comes to relationships.

Sports 135

Sports Contact Center Social Media Article 135

Upstream Works

JANUARY 26, 2021

2020 brought a lot of changes to organizations and contact centers all over the world. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. To help contact centers provide that, here are three ways to rethink digital CX.

2021 78

2021 Contact Center Omnichannel Download 78

Beyond Philosophy

JANUARY 12, 2022

Proactive is a key word for me for the future of experiences and customer strategy. Listening to the VoP can help organizations not only help their customers faster and more efficiently, particularly in the contact center (reducing call time, avoiding calls in the first place), but also become more competitive,” says Goebel.

Contact Center 78

Contact Center Connections Competitive Advantage Technology 78

VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Let’s begin!

Contact Center 52

Contact Center Return on Investment ROI Demo 52

VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Let’s begin!

Contact Center 52

Contact Center Return on Investment ROI Demo 52

NICE inContact

AUGUST 2, 2019

We talk a lot about “future-proofing” your business. So, when you do integrate digital customer service technology , you’ll want to be thinking about the future of the technology, its agility and flexibility, and the development of your business. You don’t simply want to plan for your current customer service needs.

Technology 91

Technology Customer Service Omnichannel Call Center 91

CSM Magazine

MAY 30, 2023

Meanwhile, leading research organisations are consistent in their opinion and predictions that the number of agents worldwide will not change dramatically over the next few years which means agents and bots need to coexist for the foreseeable future. Managing the hand-over from bot to agent is like taking part in a relay race.

Contact Center 52

Contact Center Customer Centricity Brands Interaction 52