CCNG
NOVEMBER 13, 2024
A convergence of technology, labor, business, and consumer trends is fundamentally reshaping customer service, demanding a new strategy for success. Today’s customer service remains largely stuck in its historical focus on phone calls, human agents and deflection. AI plays a crucial role in this CX transformation.
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?
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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.
Callminer
SEPTEMBER 24, 2024
Learn more about how call centers have become omnichannel contact centers where customer needs are met through multiple channels, and AI-powered tools gather data and deliver real-time insights.
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Discover a new approach to reducing contact center attrition with our in-depth eBook. Elevate your contact center with our insights and practical recommendations, paving the way for reduced turnover, improved morale, and superior customer service. Download now and transform your management strategy.
CCNG
AUGUST 28, 2024
While almost all industries are going digital, there’s one industry that is leading the charge in the digital revolution, i.e., Contact Centers. By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience.
CCNG
JULY 10, 2024
Introduction Contact Centers are transforming rapidly to meet the demands of a digital age. Navigating through technological advancements and shifting customer expectations, staying updated with the latest trends is no longer a luxury—it’s a necessity. Implementing GenAI requires a thoughtful approach.
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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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For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage.
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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.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Providing data-driven coaching in live calls.
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Trusted by over 750 customers in banking, healthcare, and commerce, the LinkLive Contact Center Platform empowers businesses to deliver trusted digital customer service experiences through a broad range of channels including voice, video, chat, secure email, and more.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Providing data-driven coaching in live calls.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. Learn how to address, manage, and utilize: People.
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Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting. Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time.
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