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.

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Contact Center CRM Entertainment Virtual Agent 79

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. The world has changed in the past year, in many cases for the better, and so must businesses and their service organizations. 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 Center 62

Contact Center Interactive Voice Response Self service Analytics 62

AWS Machine Learning

NOVEMBER 27, 2023

We focus on the following major updates in this post across key AI services: Amazon Transcribe now offers FM-powered language support across over 100 languages to unlock rich insights. Carbyne is a software company that develops cloud-based, mission-critical contact center solutions for emergency call responders.

Self service 120

Self service Analytics Entertainment Contact Center 120

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

Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience. That’s a whopping 25.2%

Call Center 85

Call Center Airlines Contact Center Self service 85

Babelforce

MARCH 9, 2022

It’s a win-win for everyone involved – companies providing cloud services are booming and businesses using their services are making enormous savings on operational costs. But despite this growing movement to the cloud some contact centers are still running on legacy on-premises software that stunts the customer experience.

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Cloud contact Contact Center Customer Experience Entertainment 52

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

Talkdesk

OCTOBER 12, 2020

During this pandemic, clients are struggling to reach their banks when they need them the most, driving an almost 75% increase in call center volume. Financial institutions’ contact centers are inundated with heavy call volumes resulting in long hold times and time-to-callback.

Banking 83

Banking Interactive Voice Response Self service CRM 83

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies.

Technology 122

Technology Customer Service Gamification Contact Center 122

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.

Best practices 48

Best practices Contact Center Self service Entertainment 48

Uniphore

JUNE 22, 2021

Nobody was listening when these call center agents were ranting about their everyday challenges. So, we had to make their rants more entertaining. You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. . #2

Call Center 87

Call Center Entertainment Contact Center Benchmark 87

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

Talkdesk

NOVEMBER 13, 2018

These products include: -Talkdesk Omnichannel. -Talkdesk Mobile. -Talkdesk Self-Service SDK. -Talkdesk Studio. -Talkdesk Live. -Talkdesk Explore. -Talkdesk Benchmark. How will these products be powered, you ask?

Entertainment 78

Entertainment Benchmark Self service Contact Center 78

NICE inContact

JUNE 28, 2019

It might surprise you that reducing stress and providing entertainment are two of the more significant ways that brands can inspire positive emotions. It’s about knowing what channels your customers need and what type of service they want. It’s a winning combination. There are two key areas where you can get started.

Entertainment 67

Entertainment Scripts Self service CRM 67

VHT

OCTOBER 18, 2018

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. Even with excellent self-service options, people still need to talk to a person every now and then, especially for a sensitive or complex issue.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.” Deloitte, 2021) 80.1%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Eptica

MARCH 31, 2016

The web, in the form of help and self service has remained on top throughout that time and continued to improve between 2015 and 2016. The difference in performance within individual sectors is also worth highlighting – one entertainment retailer scored 100% and another 5% (failing to fully answer any questions at all).

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

Toister Performance Solutions

MAY 13, 2021

Two contact center leaders recently contacted me about the same issue. Their contact center was getting overwhelmed with volume. Overwhelmed contact center agents were at risk of quitting. I've been there as a contact center manager. What it actually does is generate more contact volume.

Contact Center 69

Contact Center outsourcing Wait times Self service 69

JustCall

MARCH 9, 2023

Contact centers are the conversation hubs of a business that faces an immense flurry of activity every single day. So how can your business, in such a situation, ensure that your contact center is functioning optimally? All an average customer wants from calling your contact center is to resolve their query.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40

Eptica

MARCH 18, 2016

Replicating research carried out since 2011, the Study evaluated 40 leading UK retailers, split between 4 sectors (food & wine, consumer electronics, entertainment and fashion) on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to email, Twitter , Facebook and chat.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

Vonage

JUNE 5, 2018

Netflix's Help Center includes an extensive knowledge base with a huge choice of online self-service options, plus a toll-free phone number and email. While it's important to include escalation paths to live agents for more complex queries, self-service reduces the number of frustrated customers and increases satisfaction rates.

Interactive Voice Response 54

Interactive Voice Response Entertainment Self service Coaching 54

Interactions

AUGUST 6, 2024

Or consider how the parks cleverly hide rides underground and behind facades, even transforming methods for getting to the main ride into entertainment, like the drops in Pirates of the Caribbean and the spooky stretching elevator in the Haunted Mansion. In the real world, customer service may not seem to provide many opportunities for magic.

Entertainment 62

Entertainment Scripts Contact Center Self service 62

Interactions

AUGUST 6, 2024

Or consider how the parks cleverly hide rides underground and behind facades, even transforming methods for getting to the main ride into entertainment, like the drops in Pirates of the Caribbean and the spooky stretching elevator in the Haunted Mansion. In the real world, customer service may not seem to provide many opportunities for magic.

Entertainment 62

Entertainment Scripts Contact Center Self service 62

Calabrio

MARCH 24, 2020

While establishing what Calabrio’s new ‘business as usual’ is, as a company that serves contact center customers, we have been working hard to find ways to help clients empower their agents and other contact center staff. We are promoting ways to embrace this remote flexibility via agent scheduling.

Entertainment 52

Entertainment Airlines Contact Center Self service 52

SharpenCX

SEPTEMBER 10, 2020

I can multitask: entertain my brain, make the purchases I need AND avoid leaving the house. As customer expectations continue to rise and more companies adopt omnichannel strategies , what can contact center leaders like you do to make your experience standout? Step 1: Make Customer-Focused Changes in Your Contact Center.

Contact Center 67

Contact Center Entertainment Self service Coaching 67

Etech

DECEMBER 7, 2017

For example, if a customer tries to self-serve and then calls because the self-service did not work, it allows the company to fix the process and avoid channel switching. Customers Like to Be Entertained. This article was first published in Contact Center Pipeline magazine. From the AI Root to the Fruit.

Call Center 83

Call Center Entertainment Engineering Contact Center 83

Avaya

JULY 22, 2016

Technology that was initially considered for entertainment, science and gaming, has crossed over into our everyday reality. The team is currently working on an advanced chat bot that delivers an AI experience in the contact center by enabling machine learning to model customer language and dialog interactions.

Customer Experience 56

Customer Experience Entertainment Self service Contact Center 56

AWS Machine Learning

NOVEMBER 22, 2023

In this innovation talk, hear how the largest industries, from healthcare and financial services to automotive and media and entertainment, are using generative AI to drive outcomes for their customers. In this session, learn how to build your first generative AI application with key services such as Amazon Bedrock.

Engineering 137

Engineering Best practices APIs Government 137

Tethr

JULY 13, 2020

Are you entertaining a broken system? attempts at self service in digital channels) as well as product, brand, pricing and sales-related effort. Every QA organization I’ve ever seen is stuck in a vicious cycle of trying to guess at the criteria that will make a difference to business performance. calls below a 4.0

Entertainment 65

Entertainment Metrics Contact Center Call Center 65

VirtualPBX

JANUARY 14, 2025

When callers understand that humans are easily accessible, they are more willing to entertain other options first. If you frequently receive calls with billing questions, your menu option should be billing questions not accounting or financial services. Think of call flows like the age old acronymKeep It Simple, Stupid.

Call flow 59

Call flow Entertainment Call Center Virtual Agent 59

Taylor Reach Group

DECEMBER 14, 2021

When I need a break and turn on the tv for a little entertainment, the Cloud paradigm is there too. It’s less about having access to a streaming or content services, and more about having access to any of Prime, Disney+, Netflix, etc at the same time. Follow Taylor Reach and Colin Taylor on Twitter at @Taylor_Reach and @colinsataylor.

Contact Center 76

Contact Center Entertainment Technology Consulting 76

Fonolo

SEPTEMBER 3, 2019

How can call centers improve customer interactions during the most important weekend of the year? We provide four ways you can get your call center into gear before Black Friday and Cyber Monday. Optimize Your Self-Service Channels. What’s Inside: . Workforce Management Tips and Tricks. The Benefit of Call-Backs.

Call Center 86

Call Center Entertainment Healthcare Self service 86

SharpenCX

DECEMBER 9, 2020

Here are some tips to reduce abandoned calls in your contact center, so you can give your customers (and agents) a better experience. But, you’re likely stuck with tons of abandoned call rates because you’re in the same boat as many other contact centers. According to Voice Response, Inc.,

Abandon Call 67

Abandon Call Metrics Call Center Interactive Voice Response 67

Xaqt

MARCH 23, 2020

The travel and entertainment industries are one such example, where customers may be calling to ask questions about cancellation policies and procedures. Despite your company's best effort to handle these questions on you website or through self-service channels like a chatbot, many customers will still pick-up the phone and call.

Interactive Voice Response 40

Interactive Voice Response Entertainment Chatbots Self service 40

SharpenCX

FEBRUARY 16, 2021

Here are four ways Hulu puts customer focus at the heart of their strategy–plus a few tips on how you can adopt their strategies in your own contact center. Read Next] How to prepare your customer service for the next generation of consumers. Hulu has the biggest television catalog of any streaming service.

Feedback 67

Feedback Entertainment Call Center Banking 67

Enghouse Interactive

SEPTEMBER 24, 2021

That meant that the major focus within the contact centre was on improving productivity and reducing costs without impacting customer satisfaction. Technologies such as AI, automation and self-service have all helped successfully increase efficiency while improving support for agents to help them deliver faster, better service to customers.

Upselling 53

Upselling Entertainment Feedback Surveys 53

Global Response

JANUARY 9, 2023

However, in business, the items purchased usually run in the four to six figures—or more—meaning the service that accompanies them is expected to be just as valuable. In addition, the goods or services purchased are not for entertainment or pleasure—they’re essential to business operations and growth.

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B2B B2C Customer Service Self service 62