ShepHyken
OCTOBER 28, 2024
How does AI contribute to transforming contact center agents into brand ambassadors? Why is empathy important in customer service interactions, and how can AI complement this human trait? How does generative AI reduce labor costs in contact centers while maintaining human involvement?
CCNG
NOVEMBER 13, 2024
In customer experience, there is a risk of merely adopting new software to maintain outdated processes—akin to early digital camera users who still printed photos, missing the broader implications of the technology. The future, however, lies in AI-first customer experience.
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CCNG
OCTOBER 26, 2024
Poorly managed contact center QA programs can lead to costly inefficiencies. The Efficiency Equation: Tackling Hidden Costs in Contact Centers Many contact centers today struggle with inefficiencies stemming from inconsistent processes and poorly defined performance standards.
CCNG
JANUARY 29, 2025
It not only organizes and stores information but also delivers the right answer in seconds, supports seamless workflows, and ensures both agents and customers stay informed. Agents get the information they need for each channel, in a way thats easy for the customer to understand, all from one central source.
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs.
Beyond Philosophy
MAY 25, 2022
The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued.
ShepHyken
SEPTEMBER 3, 2021
She writes about how contact center agents can maximize productivity and provide a better customer experience. Contact center agents are often hampered by a lack of data and resources, which undermines their productivity. . How can a customer experience management platform improve productivity?
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In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers.
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance?
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Verint is named an Exemplary Leader in the 2023 Customer Experience Management Value Index by Ventana Research. In the complex ecosystem of CX tools developed for disparate use cases, metrics, and processes, Verint ranked as Exemplary through thorough analysis of product and customer experience in the Index.
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Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
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When was the last time you took a step back and really examined the quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center.
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