Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

CCNG

JULY 10, 2024

Introduction Contact Centers are transforming rapidly to meet the demands of a digital age. The GenAI Self-Service Revolution In today’s whirlwind world, customers want quick solutions. Contact centers have stepped up with self-service options, but they don’t always hit the mark.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. Watch the video or read on for the highlights!

Self service 142

Self service Contact Center Chatbots Consulting 142

CCNG

DECEMBER 11, 2024

The short answer is ChatGPT will not replace Conversational AI, particularly for customer service and contact center use cases. Responses must be consistent and predictable Customer service deals with the same issues day in and day out. So, lets start with the basics for meeting those needs and where ChatGPT stands.

Customer Service 195

Customer Service CCNG APIs Entertainment 195

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.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Callminer

MAY 27, 2020

Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Contact Centers Incorporate Advanced Analytics. Read on to learn more.

Contact Center 207

Contact Center Call Center Interactive Voice Response Multichannel 207

ShepHyken

DECEMBER 22, 2024

Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty. GenAI is transforming the customer experience.

Customer Service 193

Customer Service outsourcing Customer Support Chatbots 193

Callminer

APRIL 20, 2018

Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. Each contact center has its own priorities and goals, each of which is influenced by customer expectations.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

3CLogic

DECEMBER 17, 2024

The contact center industry is constantly evolving. Rapid technological advancements have affected customer expectations, with 73% demanding better personalization and 81% faster service. Trends and predictions shaping the contact center of tomorrow 1. digital, voice, etc.),

Contact Center 98

Contact Center Self service Coaching Benchmark 98

CCNG

JULY 17, 2024

If you received a penny for every time you heard “automation” or “AI” in the contact center, you could pay off the national debt in about a month. However, understanding the differences between these technologies is crucial for any organization striving to optimize operations in its contact center.

Contact Center 195

Contact Center CCNG Interactive Voice Response Virtual Agent 195

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What frustrations do customers face when dealing with customer service, and how can AI address them?

Brand ambassadors 391

Brand ambassadors Contact Center Healthcare Self service 391

CCNG

JULY 3, 2024

Having a skilled and knowledgeable team of experts who can create genuine connections with customers and deliver personalized support is crucial for delivering a memorable CX. As companies worldwide strive to deliver exceptional CX while balancing other business-critical areas, they are embracing contact center outsourcing.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CX Global Media

JUNE 23, 2018

While meeting with Brad Cleveland at the Contact Center Expo in Orlando we explored a bit of the future of what’s to come in contact centers. Having a conversation, like we do in our personal worlds. When I think about the legacy aspects of the contact center, we haven’t really been configured that way.

Contact Center 195

Contact Center Customer centricity Self service Strategic Value 195

CCNG

DECEMBER 6, 2020

We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process). When it comes to technology, vendors are always pushing the next big thing.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

ShepHyken

NOVEMBER 5, 2024

Businesses should prioritize strategies that directly impact customer satisfaction, such as reducing wait times, creating personalized experiences, and anticipating customer needs. Personalization is crucial in creating amazing customer experiences. Customers now expect companies to recognize their preferences and past interactions.

Customer Service 185

Customer Service Wait times Self service Technology 185

Global Response

MARCH 12, 2025

Read Time: 12 minutes Table of Contents Introduction Looking to understand and use contact center analytics to boost efficiency and build customer loyalty? Key takeaways Understanding contact center analytics : Contact center analytics collect consumer data to help you review customer interactions and make informed business decisions.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

ShepHyken

OCTOBER 1, 2019

How AI Can Support Human Customer Service. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service. With all the recent advancements in technology, AI can provide more insights and support to the customer service world than ever before.

Self service 53

Self service Contact Center contact center solutions Analytics 53

Callminer

FEBRUARY 23, 2021

New Challenges for Call Centers in 2021. More Flexible Service Solutions. Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. Technological Trends. AI is here to stay.

Call Center 376

Call Center Technology Banking Contact Center 376

BlueOcean

APRIL 7, 2025

And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. AI and customer care are growing deeply intertwined, with intelligent tech delivering powerful insights for hyper-personalized experiences. We want to make it easy for you.

Contact Center 62

Contact Center outsourcing Customer Care Metrics 62

ShepHyken

JULY 2, 2024

More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. And it’s not just in customer service. Consider Amazon, the perfect example of a self-service retailer.

Self service 240

Self service Technology Contact Center Customer Service 240

Calabrio

MARCH 31, 2025

Contact Center AI Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service Share The contact center landscape is undergoing a dramatic shiftone driven by the adoption and innovation of AI. The speed of the shift has been remarkablebut its also far from over.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

CX Global Media

MAY 11, 2020

In recent years, there has been a rising tide of interest in the use of Artificial Intelligence (AI) in contact centers. STOP : What are the truths of AI in contact centers? What about the uniqueness of your contact center, the work you perform, and your strategic positioning in your organization.

Contact Center 194

Contact Center Technology Customer centricity Customer emotions 194

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Teams Had to be More Empathetic. . The pandemic thrust contact centers on to the frontline.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What AI tools Will Improve Contact Center CX?

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

3CLogic

MARCH 27, 2025

Complex and inconsistent processes Citizens often struggle with navigating complex procedures, inconsistent service delivery, and unclear communication across different departments. Faster resolutions, reduced wait times, and more personalized service at a lower cost. The result?

Government 96

Government Self service contact center solutions Contact Center 96

Hodusoft

APRIL 24, 2025

Insurance Customer Retention with Contact Center Software For contemporary insurance companies, acquiring more policyholders is not good enough. Insurance companies are doing whatever it takes to retain more policyholders, including leveraging sophisticated technology solutions such as AI-powered contact center software.

Contact center software 52

Contact center software Customer retention Contact Center call center software 52

Calabrio

FEBRUARY 14, 2025

Workforce Management Optimize Contact Center Efficiency: How to Balance Cost & Quality Share Solving the cost-quality equation: how to optimize contact center efficiency Every contact center faces a version of the classic business dilemma: how to deliver excellent service while keeping operational costs under control?

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? To drive customer loyalty and sustain success, contact centers must keep up with customers consistently rising expectations. What is Contact Center Training?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

ROI CX Solutions

DECEMBER 16, 2024

While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. In this article, well share strategies and tips on how you can prepare your contact center for the holiday season.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. According to ICMI , contact centers have a fairly high turnover rate of 33%.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

ShepHyken

DECEMBER 9, 2022

What do customers expect from contact centers? . But what exactly do customers expect from your contact center? Customers want to be able to reach a live person when they need assistance. Second, make sure that your customer service reps are properly trained to resolve issues quickly and efficiently.

Sales 315

Sales CRM Contact Center Customer retention 315

Callminer

OCTOBER 11, 2018

She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. First contact resolution (FCR) measures might be…”. It’s no secret that many people can’t stand call centers…”. Nate Masterson @MapleHolistics.

Call Center 561

Call Center Metrics Contact Center Wait times 561