Contact Center Pipeline
JULY 30, 2019
As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage.
ShepHyken
JUNE 28, 2019
The World Bank finds in its 2019 examination of the workforce that while technology is indeed changing how people work, it’s also creating new opportunities. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Because of that word “current.”
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ShepHyken
AUGUST 19, 2019
They look specifically at the customer service experience of 500 US-based brands in “high-growth mode” in the month of May 2019. With excessive turnover in contact centers impacting metrics, keeping great agents is good ROI. The post 5 Top Customer Service Articles for the Week of August 19, 2019 appeared first on Shep Hyken.
Contact Center Pipeline
JANUARY 23, 2019
As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s next in contact center technology. My team of consultants identified the top things we see dominating contact center technology discussions.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. I addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels.
CX Accelerator
MAY 15, 2019
Here at CC Expo, it’s clear that the world of the contact center is at a turning point. As a specialist in Contact Centers, Kaye is passionate about using technology and training to improve experiences for customers and employees alike. New software and solutions are dazzling and daunting in equal measure.
ShepHyken
JANUARY 28, 2019
The State of Bots in 2019: Successes and Failures by Astrid Monge. Second, because it links to Fonolo’s free report, “The Top Contact Center Trends to Watch in 2019.” The post 5 Top Customer Service Articles for the Week of January 28, 2019 appeared first on Shep Hyken. ” Download it today!
Speaker: Irit Eizips, CEO, CSM Practice
Customer service, including contact center support and other customer facing teams must then: track the right customer data to prove value was achieved, and track the right KPIs to continuously improve their customer success strategy. February 13th, 2019, 11:00AM PST, 2:00PM EST, 6:00PM GMT
Speaker: Jeremy Watkin, Director of Customer Experience at FCR
If you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. January 15th, 2019, 11:00AM PST, 2:00PM EST, 6:00PM GMT But is this the best place to burn our operational calories? How these emerging technologies can improve engagement, reduce churn.
Speaker: Tom Lewis, CEO of SmartAction
However, a common concern exists among both contact centers and customers: does this switch to self-service degrade the quality of service? June 26, 2019 12:30 PM PDT, 3:30 PM EST, 9:30 PM GMT How to design “lanes” for virtual agents to outperform live agents. How your competitors use customer data for an effortless experience.
Speaker: Errol S. van Engelen, Author, Speaker and Independent Advisor
This webinar is designed for a broad audience including business and technology professionals, as well as managers in the contact center industry. See how various verticals such as the automotive industry and contact centers can benefit from a strategic approach like DTP.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. August 15th, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT. Is your business ready to outsource? What are your next steps?
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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FROM 35+ WORLD CLASS CONTACT CENTER EXPERTS! This event will bring together the best contact center experts and hottest tools in the industry for you to optimize performance, hire right, and retain your best agents. A faculty that possess more than 350 years of collective contact center knowledge.
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