Upstream Works

JULY 16, 2021

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Learn more about our omnichannel contact center solutions here.

contact center solutions 78

contact center solutions Cloud contact Contact Center Journey mapping 78

Upstream Works

AUGUST 5, 2021

As momentum continues to build for cloud adoption in the contact center space, the business case for supporting this decision becomes clear. These are a few specific examples of how cloud benefits the contact center and any one of these is sufficient to justify the investment. Cloud Flexibility Enables Greater Automation.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

Taylor Reach Group

MAY 30, 2017

It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. In this post, I want to focus on trends that are already starting to ‘bite’ in Call and Contact Centers. . . .

Contact Center 71

Contact Center Interactive Voice Response Journey mapping Banking 71

Natalie Petouhof

APRIL 7, 2016

Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. Use that feedback to transform your customer journeys.

Self service 53

Self service Journey mapping Average Handle Time Government 53

HGS

FEBRUARY 1, 2017

With this HGS Expert Perspectives interview, Wendy Shlensky, Vice President, Analyst and Advisor Relations, HGS, delves into the challenges and opportunities of today’s CX landscape with Melissa O’Brien, Research Director, Contact Center, Omnichannel Operations and BPO at HfS Research. Melissa: These digital tools are critical.

Self service 100

Self service Contact Center Journey mapping Virtual Agent 100

Call Experts

FEBRUARY 12, 2020

By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key providers are building professional services and resources to assist customers with strategic AI plans. Key 2020 Trends: Cloud Contact Centers.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Aspect

AUGUST 26, 2019

Since childhood we’ve been taught that knowledge is power, and the contact center is no exception to this rule. The contact center is drowning in information but starving for knowledge. That’s exactly what Performance Management (PM) does in the contact center, but it’s a long road from information to knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

Upstream Works

DECEMBER 16, 2020

Digital customer engagement is about more than simply adding new channels to the contact center. Digital CX also enables contact centers and back office digital workers to truly understand their customers’ behaviors, wants and needs. Digital customers use and expect multichannel engagement for customer service.

Journey mapping 78

Journey mapping Multichannel Contact Center Self service 78

Comm100

FEBRUARY 22, 2018

Companies that don’t invest time and effort in their Chatbot’s journey mapping can wind up with dead-end bots, that hurt customers more than they help. For the simplest and most intuitive approach to content mapping, we recommend a process that is focused around building decision trees from existing customer interactions.

Journey mapping 66

Journey mapping Chatbots Accountability Consulting 66

Outsource Consultants

JANUARY 27, 2025

Contact center key performance indicators (KPIs) are critical for measuring and improving customer service operations. By focusing on these essential metrics, contact centers can optimize their operations and deliver outstanding service. Offer self-service options for quick issue resolution.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Calabrio

FEBRUARY 25, 2025

Regardless of what specific type of solution were actually talking about, CX platforms are built to deliver greater visibility, insights, and efficiency to help teamswhether theyre contact centers to sales departmentsbetter engage their customers. Leverage AI to improve self-service and empower users without technical expertise.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Invest in Self-Service with a Purpose. When done right, customers prefer self-service.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

Taylor Reach Group

JUNE 11, 2018

Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. Below, you will find Call Center Statistics related to the various Contact Center channels. of the vote.

Contact Center 50

Contact Center Self service Scripts Call Center 50

Avaya

FEBRUARY 13, 2018

If you have customers that are 55 and under you need a customer experience plan to address digital channel preferences and AI in contact centers now, before it’s too late. Chat bot for real-time automated services leveraging the aforementioned capabilities to be effective. What You Need to Know About Contact Center Automation.

Contact Center 67

Contact Center Journey mapping Interactive Voice Response Self service 67

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

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. self-service. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Fonolo

OCTOBER 18, 2017

Last month we shared 4 Call Center Reports Worth Your Time. A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. Who wrote it: Call Center Week. Our favorite chart: Inner Circle Guide to Self-Service. Where to get it: [link].

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Fonolo

SEPTEMBER 29, 2020

It’s unnecessary, expensive, and creates friction for both the customer and the business (especially you, contact center managers!). How to Reduce Hold Time in Your Call Center. Have them review your self-service pages and any others in your journey — such as landing pages and shopping pages.

Customer Experience 141

Customer Experience Abandon rate Interactive Voice Response Self service 141

SharpenCX

JULY 2, 2020

As modern consumers, we want easier (and faster) access to products and services. adults turn to channels like chat, social and self-service before picking up the phone to call customer service. Picking up a phone and dialing a customer service line takes longer than that on its own. So, we’re here to unthink it.

Contact Center 76

Contact Center Customer Experience Agent burnout Journey mapping 76

Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). This means that AI applications for the contact center do not come fully-formed. 24/7 Self-service.

Journey mapping 78

Journey mapping Chatbots Self service Contact Center 78

CX Accelerator

JANUARY 25, 2019

Conversely, when knowledge flows freely using a methodology such as KCS or Knowledge Centered Support , it powers self-service channels, saves employees countless hours, and breathes life into everyday work. Not only does this burn out your employees, but it is the customer who typically ends up waiting the longest for answers.

Journey mapping 140

Journey mapping Metrics Surveys Employee engagement 140

Interactions

JUNE 25, 2020

This recent article from the Wall Street Journal explained some consumers’ plight as they tried to contact some famous brands after their purchases and got stuck in the hold time void. . Without automation and self-service, every customer requires an agent’s help to resolve their query. Virtual Agents can help.

Virtual Agent 71

Virtual Agent Journey mapping Self service Contact Center 71

Comm100

FEBRUARY 22, 2018

Companies that don’t invest time and effort in their Chatbot’s journey mapping can wind up with dead-end bots, that hurt customers more than they help. For the simplest and most intuitive approach to content mapping, we recommend a process that is focused around building decision trees from existing customer interactions.

Journey mapping 49

Journey mapping Chatbots Accountability Consulting 49

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Call Experts

FEBRUARY 19, 2020

Self-Service Tools. The more customers respond to your self-service tools, the fewer people hours you have to fulfill. Also, self-service tools like portals and live chat often have metrics and dashboards built for your company to understand the experience. Key 2020 Trends: Cloud Contact Centers.

Customer Experience 80

Customer Experience Journey mapping Interactive Voice Response Self service 80

Upstream Works

SEPTEMBER 28, 2022

Most businesses are undergoing some form of digital transformation, which will have a profound impact on contact centers. This provides an on-going opportunity for innovation, and to do so successfully, contact centers should harness the power of their data and embrace technologies like AI.

Contact Center 78

Contact Center Journey mapping Scripts Self service 78

Babelforce

NOVEMBER 30, 2022

(Working with contact centers around the world, we know that better than anyone!). We’ve divided our definitions into the following categories: Metrics and measurables Technology Contact center terminology Business practices and methodology. It is a key KPI for tracking call center performance.

Contact Center 52

Contact Center Interactive Voice Response Automatic Callback Call Center 52

Call Experts

DECEMBER 18, 2019

Focus on self-service benefits. The intention of automation is self-service at all times of the day. While those seeking more personalized requests, like bank balance information or outage patterns of electric service, are offered more privacy without the need to speak to a person. Customer Journey Mapping.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Interactions

NOVEMBER 21, 2022

After more than 17 years of helping the world’s leading enterprises scale their contact centers, we’ve learned a thing or two. Through customer journey mapping, organizations can understand what is already in place to support agility in the contact center, as well as the gaps that need to be filled.

Journey mapping 62

Journey mapping Contact Center Self service Best practices 62

Call Experts

JANUARY 8, 2020

AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience. Self-service. According to the Pew Research Center , "more than one-in-three Americans active in the current labor force (35%) are Millennials." How Contact Centers Manage the Holiday Rush.

Journey mapping 78

Journey mapping Interactive Voice Response Contact Center outsourcing 78

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

Contact Center 57

Contact Center Customer centricity Journey mapping Benchmark 57

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

UJET

MARCH 22, 2021

When the pandemic first started, contact center operators were scrambling to support agents working from home. But, contact centers aren’t the only ones who scrambled and agents aren’t the only ones who have become remote. We’ll guide them to answers for more self-servicing and deflection.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

Serenova

JULY 5, 2019

Is your contact center there yet? But to get it right, brands must incorporate organizational and operational change into contact center architectural design. Enable seamless transitions between self-service and the contact center. The Impact of Automation Is Still Coming.

Customer centricity 40

Customer centricity Contact Center Journey mapping Self service 40

Balto

MARCH 17, 2025

Optimizing Customer Journeys Customer journey mapping combined with analytics reveals friction points that frustrate callers and drive up costs. Smart contact centers use post-call surveys and speech analytics to identify recurring pain points. Analytics alone wont transform your contact center.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

OctopusTech

AUGUST 10, 2022

Call center outsourcing companies are opting for upgraded technologies that come under the latest call center technology trends. Let’s have an in-depth look at the meaning of call center technology and the most important and exciting trends that are used in 2022. What is call center technology?

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 62

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. So, without further introductions, let’s go ahead and get started.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40