Jon Arnold

NOVEMBER 2, 2021

This last scenario applies to my latest white paper, and most recent white paper done for Cisco. The topic speaks to the growing need for businesses to think about CX in broader terms than the contact center. The white paper is listed there, along with a public link where no further registration is required.

Enterprise 76

Enterprise Customer Experience Contact Center Education 76

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 138

Contact Center Enterprise Consulting Consulting 138

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. Customers are getting more demanding and many managers are looking for ways to break through to higher levels of customer satis­faction. How can this be done?

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Fonolo

NOVEMBER 29, 2017

Today, changes to the contact center are a response to consumer behaviour, and not simply the result of business initiatives. In a climate where technology and customer preferences change at a breathtaking pace, it can be overwhelming to consider all the ways that your contact center needs to evolve.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

Callminer

MARCH 2, 2020

To learn about how speech analytics can help boost customer satisfaction, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Track Customer Effort. Consistently solving customers’ problems on first contact is tricky, but not impossible.

First call resolution 291

First call resolution Metrics Analytics Call Center 291

VocalCom

JUNE 16, 2020

The post [White Paper] Contact Centers of the Future: Creating Tomorrow’s Experience appeared first on Vocalcom Blog.

Contact Center 62

Contact Center Multichannel Call Center Customer Service 62

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Callminer

NOVEMBER 9, 2020

Luckily, there are ways to spot inbound call fraud in real time, allowing agents to take back control over customers’ security without jeopardizing the overall customer experience. This 360-degree visibility forms the foundation of true omnichannel service and a gateway to fully understanding a customer’s journey.

Call Center 345

Call Center Banking Contact Center Accountability 345

Callminer

MAY 26, 2020

First Response Time (FRT) makes this critical caller waiting period clear enough to act on, ensuring you can positively impact the customer journey and experience at the very first touchpoint. For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Meet Our Panel of Call Center Experts & Business Leaders: Kevin Lee.

Call Center 345

Call Center Contact Center Finance Consulting 345

Callminer

FEBRUARY 19, 2020

For information on improving the customer experience through the use of innovative AI technology, download our white paper, How AI Improves the Customer Experience. Technological Shifts.

Call Center 287

Call Center Accountability Technology Customer Support 287

Cisco - Contact Center

FEBRUARY 1, 2021

Join renowned contact center industry analyst Sheila McGee-Smith and Cisco Contact Center VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contact center platform of the future, and how Webex Contact Center delivers these.

Contact Center 85

Contact Center Transportation Customer Experience Wireless 85

Fonolo

MAY 24, 2018

It’s a good bet that the following strategies are key ingredients for making the “secret sauce” that puts customer happiness at the forefront of every business interaction: 1. Tracking Customer Engagement. Improving the Customer Experience. Raising Customer Lifetime Value. Tracking Customer Engagement.

Call Center 87

Call Center Benchmark Metrics Analytics 87

Jon Arnold

MAY 31, 2023

While it may be a necessary evil for customer “service”, there’s also an opportunity for contact centers and brands to use that time in a more constructive, engaging fashion. Annoying music can certainly make the experience even worse, but imagine providing content that customers would actually want to hear while on-hold.

Construction 59

Construction Contact Center Personalization Customer Experience 59

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. Read on for surefire solutions. One of biggest challenges is handling data.

Contact Center 143

Contact Center Enterprise Technology Customer Care 143

Fonolo

FEBRUARY 1, 2018

We already know how monotonous a call center agent’s role can be but, by making the training process exciting and fun, you’re creating a better environment for everyone. Remember, it’s not just the initial training that’s important; creating a culture of continuous learning is also essential to the success of your contact center.

Contact Center 92

Contact Center Call Center Metrics Feedback 92

Talkdesk

DECEMBER 10, 2020

If modernizing your customer experience (CX) isn’t one of the top priorities for the leaders in your organization, it should be. Migrating a contact center to the cloud can drive your digital transformation program forward. Migrating a contact center to the cloud can drive your digital transformation program forward.

Cloud contact 115

Cloud contact Contact Center Transportation contact center solutions 115

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 99

Contact Center Call Center Self service Surveys 99

Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. Customer experience (CX) is the new marketing battleground. So, if customer experience is the new battleground, then the contact center is out front leading the charge. Customer Experience. Experience. Experience.

Contact Center 105

Contact Center CRM Call Center Personalization 105

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Siawash Popal. Reuben Yontan.

Management 273

Management Customer Experience Customer Service Coaching 273

Fonolo

FEBRUARY 11, 2020

A few weeks ago, our CEO, Shai Berger , sat down with Peter Ryan, Principal Analyst and Founder of Ryan Strategic Advisory , to discuss the state of the contact center going into the new decade, and how the industry is expected to develop in the coming years. The real reason why companies are investing more in their contact centers.

Contact Center 98

Contact Center outsourcing Call Center Chatbots 98

Cisco - Contact Center

NOVEMBER 24, 2020

Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead. He’s the VP and General Manager of Cisco’s Contact Center Business Unit.

Contact Center 100

Contact Center Technology contact center solutions Cloud contact 100

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. This is my top ten list of really dumb things that smart call and contact center executives do. Contact Center staff is one of the most expensive and important assets within the Contact Center.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Cisco - Contact Center

DECEMBER 17, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. Digital-first customer experiences — when and how customers want.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. Clearly CX involves many moving parts, and it’s not hard to see why contact centers are getting overwhelmed with this data deluge.

Big data 98

Big data Contact Center Analytics Metrics 98

NICE inContact

NOVEMBER 2, 2021

In today's experience economy, businesses can't leave CX to chance. Companies need to align every aspect of the business on the customer experience. For contact centers, this includes getting agents on board by explaining why customer experience matters and providing the technology agents need to be successful.

Customer Experience 83

Customer Experience Contact Center Technology 83

Fonolo

JANUARY 18, 2018

Three years ago Gartner reported that by 2018, more than 50% of organizations would implement significant changes in their efforts to improve the customer experience. In other words, the battle for delivering the best experience was predicted to become even fiercer. White Paper: 9 Critical Contact Center Trends for 2018.

Customer Experience 0

Customer Experience Contact Center Metrics Feedback 0

Callminer

MARCH 12, 2020

Download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI , to learn more about the importance of data security for compliance within the call center environment.

Call Center 182

Call Center Analytics Best practices Government 182

Talkdesk

DECEMBER 1, 2020

More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant. The Talkdesk CX Maturity Model evaluates CX based on nine core areas: .

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Fonolo

MAY 31, 2018

Shep Hyken , Customer Service Expert, NYT bestselling author, emphasizes how integral live chat is becoming to the customer experience: When I get on live chat, whether it is a live agent or AI, it doesn’t really matter whether it takes six or 12 minutes. 10 Trends That Will Disrupt Customer Service in 2018.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

Fonolo

JUNE 13, 2022

To maintain service levels and meet customer demands, customer service delivery must be designed with the digital experience at its core. Contact centers must become “digital-first.”. READ THE FULL WHITE PAPER: Why Digital-First Contact Centers Remain Ahead of the Competition.

Contact Center 81

Contact Center Chatbots Customer Service Service level 81

Callminer

FEBRUARY 5, 2020

Customer Effort Score (CES) tallies up the overall difficulty customers had in using your services. Customer Experience. The metrics covered above can work well in this area, too, but the pair below are uniquely well-suited to revealing the details of your callers’ experiences with your company. Automation.

Best practices 251

Best practices Call Center Metrics Surveys 251

Callminer

APRIL 30, 2020

The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance.

Customer Service 273

Customer Service Scripts Construction Feedback 273

Callminer

JUNE 18, 2020

To learn more about employee churn and analytical methods of addressing it, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Questions About Their Experience. Why are you leaving?

Call Center 182

Call Center Morale Feedback Analytics 182

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? It’s simply become too loud.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Callminer

APRIL 20, 2020

.” – Nicolina Savelli, 5 Tips for Choosing the Right BPO for Your Call Center , Fonolo; Twitter: @fonolo. For more information on how artificial intelligence can help your company overcome new obstacles, take a look at our white paper, How AI Improves the Customer Experience.

Business Process Outsourcing 286

Business Process Outsourcing outsourcing Call Center Engineering 286