Upstream Works

JUNE 9, 2022

When talking about a company’s mission – its reason for being – he said that you need to go back in time to when you first started the company. It didn’t actually happen when we first started the company – that was sort of a reluctant buyout at the time. The contact center was even more complicated.

Contact Center 157

Contact Center Call Center 2006 Virtual Agent 157

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. Techniques to reduce call volume.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

BlueOcean

APRIL 28, 2020

There have been comparisons of the coronavirus pandemic to an earthquake, where the initial quake shakes us to the core, but the aftershocks continue to reshape the world for months and years to come. Many of these questions start at home – with work-at-home, to be exact. Will more businesses shift from on premise to cloud solutions?

Contact Center 156

Contact Center Culture Omnichannel Customer Care 156

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. What Is Call Center Technology? Advanced call center technologies go way beyond handling incoming or outgoing calls.

Call Center 124

Call Center 2022 Technology Social Media 124

Call Experts

APRIL 8, 2024

This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and call center services, including telephone answering and message delivery across North America and the UK. Now a fourteen-time winner , Call Experts earned the Diamond Plus Award.

Telecommunications 52

Telecommunications 2023 Call Center Contact Center 52

Experience Investigators by 360Connext

JUNE 8, 2021

What can a business leader do to look ahead and predict future customer behavior? If you need to start from scratch, get your foundations right: Find out what you can about your customers. It might be easy to dismiss that if you are in a business that serves other businesses instead of individual consumers.

Healthcare 271

Healthcare Customer Journey Mapping Customer Journey 2013 271

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. Delivering an outstanding customer experience (CX) has become mission-critical to businesses. How do you “read the customer” in texts and chats?

Contact Center 82

Contact Center Omnichannel Measurement Social Media 82

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. While expectations were high for CX initiatives, business outcomes failed to deliver the bottom line results expected by C- suite executives.

Call Center 182

Call Center 2019 Contact Center Customer Experience 182

Experience Investigators by 360Connext

OCTOBER 17, 2023

There’s some common agreement now in the world of business. Customer experience (CX) has become a critical factor in the success of businesses worldwide. The same happens with the common understanding that being a customer experience leader is good for business. But ALL of that has to be tied back to business outcomes.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Beyond Philosophy

AUGUST 25, 2022

Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. Triant thinks the best way to define proactive customer experience is to describe how a company reaches out to solve a problem before the customer contacts them.

Contact Center 147

Contact Center Hotels Social Media Interaction 147

ShepHyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Trust is an emotional connection that drives repeat business and loyalty.

2023 136

2023 Customer Service Customer Experience B2C 136

ShepHyken

JULY 19, 2021

It is a continuous journey. Small Business Trends) There are a lot of tips and customer service best practices that can be implemented within a company to develop excellent internal customer service. How Consumers Now Define a Good Customer Experience by Jack M. CRM Buyer) Despite U.S. You can’t define it for them.

2021 145

2021 Article E Commerce Customer Service 145

Experience Investigators by 360Connext

MARCH 23, 2021

Watch out for these sneaky ways typical business methods lead to customer defection. It’s shockingly easy, in today’s business environment, to never actually interact with customers. Visit your contact center when you feel out of touch. Can’t make it to the actual center? Never dealing with customers.

Customer Experience 271

Customer Experience Contact Center Metrics Feedback 271

Upstream Works

JANUARY 26, 2021

2020 brought a lot of changes to organizations and contact centers all over the world. It has forced businesses to rethink their processes, strategies, and goals. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation.

2021 78

2021 Contact Center Omnichannel Download 78

Playvox

JANUARY 24, 2022

In fact, it’s now the last remaining way to gain a sustainable edge, since traditional sources of differentiation – including price and product – quickly erode with the rapid pace of digital information flow. Until you start measuring customer experience , you could easily be falling behind the competition. Why Some Moments Matter.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

Experience Investigators by 360Connext

NOVEMBER 16, 2018

Customer Contact Week’s report is filled with great tips and facts to help you create better experiences. We’ve been talking about ways to reduce customer effort for a while now. And yet it continues to be an elusive and difficult to achieve goal. Why not start reducing customer effort RIGHT NOW?

2019 236

2019 Contact Center Customer Journey 2018 236

Magellan Solutions

FEBRUARY 26, 2024

Artificial intelligence (AI) in call centers can enable customer service professionals to focus on essential tasks, as 78% of them stated. The collaboration between AI and call centers is reshaping the customer service paradigm. It has led call centers to explore the benefits of AI. How does AI advance call centers?

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

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 122

Contact Center Blog Banking Competitive Advantage 122

Playvox

NOVEMBER 30, 2022

While this approach may require entirely new thinking for some contact centers, its potential benefits are significant— and worth the shift. Why Overhaul Capacity Planning Now? Today, hiring and business are dynamic, and nearly everything around us is in a constant state of flux.

Contact Center 82

Contact Center Management Metrics Insights 82

Optimove

MARCH 26, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2024 served as more than just a conference; it was a place for inspiration, collaboration, and transformation in the realm of marketing. If you could not attend and want any of the insights shared to help you in your marketing, contact us.

2024 64

2024 Connections 2025 Download 64

Upstream Works

FEBRUARY 17, 2022

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers.

Contact Center 78

Contact Center Omnichannel Social Media 2022 78

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. Overall, remote work has redefined how we collaborate and do business. Remote teams also have the potential to increase productivity.

Management 88

Management Contact Center Communication Feedback 88

Interactions

APRIL 22, 2022

Contact centers have been around for decades. They started as call centers as they were formed prior to the Web when the phone was the only alternative to an in-person conversation. The contact center’s primary goal is to provide human support to customers across all channels.

Contact Center 62

Contact Center E Commerce E-support Call Center 62

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. 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

Playvox

JANUARY 12, 2023

No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. But does it have to?

Contact Center 69

Contact Center 2022 Metrics Article 69

Magellan Solutions

APRIL 25, 2024

As your business grows, integrating technology to automate processes becomes essential. When you hear outsourcing or partnering with a third-party service provider, you may think it’s costly, especially for start-up SMEs. Outsourcing technical support is a significant business venture for SMEs.

Average Handle Time 52

Average Handle Time Customer Satisfaction Measurement Call Center 52

TechSee

MARCH 31, 2020

Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications. Meanwhile, repair and service centers are either being closed or customers are choosing to steer clear of them.

E-support 145

E-support Telecommunications Travel Contact Center 145

CSM Magazine

MARCH 27, 2023

Calabrio , the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market.

Contact Center 52

Contact Center Multi-Channel Management Omnichannel 52

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

BlueOcean

MAY 11, 2020

Situation: With the initial frantic scramble to transition operations to work-at-home followed by months of adjustments, you’ve almost forgotten you even started the outsourcing process in the first place, and next steps are uncertain. It’s clear that the contact center industry has felt the entire spectrum of effects.

Customer Care 156

Customer Care Travel Contact Center 2020 156

BlueOcean

MAY 11, 2020

Situation: With the initial frantic scramble to transition operations to work-at-home followed by months of adjustments, you’ve almost forgotten you even started the outsourcing process in the first place, and next steps are uncertain. It’s clear that the contact center industry has felt the entire spectrum of effects.

Customer Care 156

Customer Care Travel Contact Center 2020 156

ShepHyken

JANUARY 29, 2021

They provide some tips and tricks to set your business up for success in the contact center. Following best practices and applying hacks has proven fruitful for a lot of contact centers. You wouldn’t have a contact center if you had no customers to start with. At least for now!

Contact Center 92

Contact Center Call Center Seminar Article 92

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX?

Engagement 98

Engagement Contact Center 2021 Metrics 98

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Remote work will continue to become more common in 2023.

2023 78

2023 Virtual Agent Contact Center Customer Experience 78

Playvox

APRIL 5, 2022

But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. How do you build a high performance contact center? These enable you to make progress on your most pressing challenges and transform into a high performance contact center.

Contact Center 77

Contact Center Net Promoter Score Metrics Average Handle Time 77

Upstream Works

DECEMBER 14, 2022

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. Contact center technologies have long been built around that model, but as digital transformation impacts all facets of work and life, customer expectations have evolved.

Contact Center 78

Contact Center 2023 Interaction Customer Centricity 78

Calabrio

APRIL 16, 2020

With the spread of COVID-19, customer service teams are leaving traditional contact centers to work remotely and promote social distancing. Now, Amazon Web Services (AWS) will be supporting these efforts. VoiceFoundry will then rapidly configure your new work from home contact center to meet the needs of this new reality.

Connections 123

Connections Contact Center Customers Technology 123