Cisco - Contact Center

AUGUST 18, 2020

To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. Improved Operational Efficiency with Webex Contact Center Analyzer Reports. Welcome to Our Monthly Feature Update Blog Series.

Contact Center 91

Contact Center contact center solutions Analytics Entertainment 91

Callminer

SEPTEMBER 1, 2020

While it may not have been our typical, in-person experience filled with cocktail hours and outdoor activities, there was no shortage of entertainment and powerful and engaging insight from the customer experience (CX) and contact center industry’s most influential leaders, and hands-on practitioners. The great online kick-off.

Entertainment 182

Entertainment Contact Center Analytics Customer Service 182

Talkdesk

MARCH 17, 2020

Historically, contact center customization — whether that’s changing the agent interface, building custom dashboards or integrating systems for improved context or process automations — has been a hassle. Your contact center can coordinate outreach on multiple channels, such as email, text message or even social media.

Contact Center 94

Contact Center Interactive Voice Response Entertainment Self service 94

Call Center Weekly

DECEMBER 19, 2017

By Melissa Pollock Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys. That's the essence of digital learning and is it's the new normal for employees' knowledge needs.

Technology 136

Technology Customer Experience Entertainment Coaching 136

Taylor Reach Group

MARCH 8, 2019

What is a high performance contact center? So a High performance contact center is one that meets or exceeds the performance parameters or metrics expected of it. In contact center these parameters will include quantitative: grade of services, AHT, ATT, ASA etc., By Colin Taylor. measures.

Contact Center 95

Contact Center Accountability Entertainment First call resolution 95

Call Center Weekly

NOVEMBER 13, 2017

In fact, they have been helpful in shaping (and changing) my opinion on things, that I once was reluctant to entertain. I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries.

Entertainment 159

Entertainment Contact Center Feedback Government 159

Transparent BPO

JULY 9, 2019

Most importantly, we discussed the reasons people would want satellite radio — long commutes being a major factor, but also the entertainment value they receive while sitting in traffic for 60 minutes a day one way (104 hours a year!) The post Contact Center Agent Acculturation: Bridging the Culture Gap appeared first on Transparent BPO.

Contact Center 95

Contact Center Gamification Entertainment Consulting 95

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Customer Service Life

JUNE 26, 2017

Ruth McCullen and Jeremy Watkin had the pleasure of having Virginia from Kingman Ink draw as we helped contact center leaders tell better stories. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. This article was originally published on the FCR blog on June 9, 2017.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Our survey uncovered five ways contact center managers are adapting to remote work. That’s a dangerous disconnect. Leanne Y.,

Contact Center 70

Contact Center Management Gamification Surveys 70

Cisco - Contact Center

JULY 5, 2023

Hidden where you would least expect it in Amish country, Pennsylvania, Rock Lititz 108-acre campus provides an ideal environment for the biggest names in live music to develop and perfect their live… Read more on Cisco Blogs

Entertainment 63

Entertainment 63

CX Accelerator

FEBRUARY 2, 2020

Degrees also included global tourism, sports and entertainment management, performing arts, and others are proof positive that people who find themselves in CX come from an incredibly diverse set of backgrounds. Jeremy Watkin is a CX leader, contact center veteran, and Product Marketing Manager at 8X8.

Customer Experience 182

Customer Experience Journey mapping Entertainment Engineering 182

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. Contact centers all over the world were forced to accelerate their digital transformation the moment the lockdown hit, as the alternative was not an option. Contact centers around the world have positioned themselves to come out of the pandemic stronger than they went in.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

AWS Machine Learning

APRIL 30, 2024

After each call, contact center agents often spend up to a third of the total call time summarizing the customer conversation. This can make it challenging to scale quality management within the contact center. In the fast-paced world of customer service, efficiency and accuracy are paramount.

Analytics 123

Analytics APIs Customer Service Entertainment 123

Horizon CX

APRIL 3, 2023

“A significant amount of time, attention, and money is invested in training a call center workforce to handle calls appropriately and provide outstanding customer service. Do entertain customers on hold. Depending on your customer base, this can mean playing appropriate music or playing entertaining recorded messages.

Contact Center 52

Contact Center Entertainment call center workforce Call Center 52

Fonolo

MAY 1, 2019

While the Canada angle is entertaining, the impact of a Mitel-Avaya merger would have very material affects on the contact center world. On the Mitel side, I’ll let analyst Robyn Gareiss explain : “Take contact center alone. Co-founder Sir Terry Matthews is an actual gosh-darned knight. What a Deal Would Look Like.

Contact Center 99

Contact Center Entertainment Call Center call center software 99

Babelforce

MARCH 9, 2022

But despite this growing movement to the cloud some contact centers are still running on legacy on-premises software that stunts the customer experience. In this post: What is a cloud contact center? What is a cloud contact center? How can the cloud improve customer experience? Scale quickly and easily.

Cloud contact 52

Cloud contact Contact Center Customer Experience Entertainment 52

TechSee

FEBRUARY 25, 2020

Whether rigging up a home entertainment system, setting up a new printer or syncing a new smart device with its app, many consumers find it difficult to complete the product self install process. What is Visual Assistance?

Entertainment 109

Entertainment Enterprise Contact Center Surveys 109

Dialer 360

JANUARY 19, 2021

Contact center trends 2021 are based upon the modern contact center architecture. Certainly, helpful in running contact center operations more smoothly with less resource utilization. These new technologies can help you boost your call center productivity in 2021 & beyond. Automation.

Contact Center 49

Contact Center Call Center Entertainment call center solutions 49

Outsource Consultants

JUNE 12, 2018

Gaming & Entertainment. Chat & Messaging Should be Considered in Your Contact Center Partnership. Companies should follow this queue with their contact centers and make sure they’re providing communication options for chat and SMS (texting/messaging). Social Networking & Dating. Photo Editing.

Contact Center 52

Contact Center outsourcing Entertainment Consulting 52

SmartAction

AUGUST 18, 2020

SmartAction announces the promotion of Gary Davis from President to Chief Executive Officer to accelerate its vision to make life less hard for contact center leaders with conversational AI that’s painless to deploy and frictionless to self-serve. . About SmartAction .

Virtual Agent 94

Virtual Agent Entertainment Contact Center Self service 94

3CLogic

AUGUST 18, 2020

Whether an enterprise is simply in need of basic functionality or is ready to take the leap to a fully hosted cloud contact center platform, here are a few deployment options to consider: Connector. Recent research would suggest moving to a cloud contact center is not a question of if, but when. Total Cloud.

call center solutions 96

call center solutions Call Center Cloud contact CRM 96

Revation Systems

JANUARY 12, 2018

In his 1998 book, The Experience Economy , Joseph Pine observed that the world was shifting in such a way that experiences would become the predominant economic offering — characterized by entertainment, education, esthetic and escapism at varying levels of participation and absorption. Everything.

Contact Center 48

Contact Center Call Center Banking Airlines 48

TechSee

JUNE 25, 2019

Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies. Back office AI customer service technologies are especially relevant to assisting in workload management, agent productivity and high-level data analysis of contact center performance.

Technology 122

Technology Customer Service Gamification Contact Center 122

TechSee

NOVEMBER 26, 2019

The Taylors were delighted with their smart security system and decided to expand their connected home to include smart entertainment and HVAC systems. Despite this clear preference for self-service, however, 16% of consumers still end up calling a contact center for smart home support.

Surveys 104

Surveys Self service Entertainment Contact Center 104

NICE inContact

JANUARY 3, 2018

The post Contact Center Resolution Number 1 – Shift Your Focus from Product to Customer Experience appeared first on inContact Blog. Instead they focus on the speed, quality, and empathy of their service department when dealing with a break-in.

Contact Center 27

Contact Center Customer Experience Advertising Entertainment 27

Cisco - Contact Center

APRIL 22, 2024

Imagine juggling multiple remotes for your entertainment system, each controlling a different device and requiring endless button presses to achieve a simple task. This is what managing a complex… Read more on Cisco Blogs

Entertainment 89

Entertainment Management 89

DMG Consulting

SEPTEMBER 13, 2021

The Business Case for Making Contact Center Applications Standard Employee Productivity Tools. Every employee plays a role in delivering an outstanding customer experience (CX), whether in direct contact with customers or supporting customer-facing co-workers. Sep 3, 2021 Donna Fluss.

Contact Center 48

Contact Center Entertainment Employee engagement Enterprise 48

AWS Machine Learning

NOVEMBER 27, 2023

Amazon Transcribe Call Analytics now offers a new generative AI-powered summarization capability (in preview) that automates post-call summarization to improve contact center agent and manager productivity. Carbyne is a software company that develops cloud-based, mission-critical contact center solutions for emergency call responders.

Self service 123

Self service Analytics Entertainment Contact Center 123

TLC Associates

JUNE 26, 2019

TLC Associates to hire 100 additional agents at two New Mexico call centers to support a major telecommunications brand. Adding these contact center job opportunities strengthens the client’s business, TLC, and the local New Mexico economy. .

Telecommunications 75

Telecommunications Entertainment outsourcing Contact Center 75

TechSee

OCTOBER 16, 2018

The fact is, despite of the growing availability of unboxing videos, customers still need to call the contact center for assistance with device installation and operation. Alexa has already proven capable of controlling smart home cameras, entertainment devices, lights, locks, and thermostats, and others. Auto onboarding.

Self service 138

Self service Wireless Chatbots Entertainment 138

Fonolo

JANUARY 29, 2019

So, there is a limit to self-service, which will always lead the customer back to the loving arms of the call center. Without further ado, here are some surprising, fundamental, and/or entertaining stats about the call center, a customer service lifesaver that is here to stay: The most frustrating aspect of the customer service experience?

Call Center 85

Call Center Airlines Contact Center Self service 85

VHT

OCTOBER 11, 2018

If your contact center is upgrading to a stronger customer experience (CX), you need to rely on applications that offer immediate benefits at the start of the journey and continue adding value as strategy evolves. And it’s very common for people to jump from self-service to the contact center. Immediate Gratification.

Best practices 48

Best practices Contact Center Self service Entertainment 48

Cisco - Contact Center

APRIL 16, 2023

I’m feeling super energized this week as I head out to the 100th anniversary of the NAB show in Las Vegas where I’ll be joined by my fantastic Cisco team, dedicated to supporting the Sports, Bro… Read more on Cisco Blogs

Entertainment 57

Entertainment 57

AWS Machine Learning

JUNE 21, 2023

As a contact center agent, would you rather focus on having productive customer conversations or get distracted by having to look up customer information and knowledge articles that could exist in various systems? We’ve all been there. Having a productive conversation while multitasking is challenging. He is passionate about AI/ML.

Analytics 102

Analytics APIs CRM Contact Center 102

VocalCom

FEBRUARY 19, 2018

Given that many people watch online videos for entertainment, brands that deliver meaningful video content in a fun way ultimately engage both current and potential customers. Video has been a popular medium for ages, but never has it shown as much potential for business as it does today.

Contact center software 96

Contact center software Entertainment Advertising Contact Center 96

VHT

OCTOBER 18, 2018

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. As every contact center expert knows, it takes more than one technology or one department to create an outstanding CX. People love using chatbots for simple tasks.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48