ShepHyken
OCTOBER 28, 2024
How does AI contribute to transforming contact center agents into brand ambassadors? How does generative AI reduce labor costs in contact centers while maintaining human involvement? How does generative AI reduce labor costs in contact centers while maintaining human involvement?
CCNG
APRIL 13, 2021
Contact Center solutions have evolved significantly over the last two decades. Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented. To learn more about The Northridge Group’s Contact Center migration solutions, please click here.
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Contact Center Pipeline
MARCH 8, 2018
Imagine there is an angry customer calling your contact center. They threaten to cancel their service. They provide their name and mailing address, but cannot remember their account number or security password. However, they are shouting and threatening to complain on social media regarding supposedly unfair charges to their account.
Callminer
AUGUST 1, 2017
To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.
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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.
CCNG
NOVEMBER 9, 2021
Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly. There are many incredible case studies of AI positively transforming the contact center. CRM has long been in the cloud.
CX Accelerator
MARCH 16, 2020
Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold?
Speaker: Nate Brown, Co-Founder, CX Accelerator
The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). When your contact center can demonstrate a significant return on investment using CX terms, you are more likely to get the funding and support that you need to succeed in 2019.
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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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