Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.)

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Cisco - Contact Center

NOVEMBER 24, 2020

Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead. He’s the VP and General Manager of Cisco’s Contact Center Business Unit. The ultimate goal?

Contact Center 107

Contact Center Technology contact center solutions Cloud contact 107

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries.

Contact Center 56

Contact Center Interactive Voice Response Self service Virtual Agent 56

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Self-service has seen to that.

Self service 40

Self service Contact Center Call Center Customer Service 40

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Self-service has seen to that.

Self service 40

Self service Contact Center Call Center Customer Service 40

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Self-service has seen to that.

Self service 40

Self service Contact Center Call Center Customer Service 40

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 99

Contact Center Call Center Self service Surveys 99

TechSee

MARCH 12, 2019

But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019. Alternatively, customers can visually interact with AI-powered assistants in self-service mode, alleviating pressure on human agents.

Contact Center 112

Contact Center Average Handle Time First call resolution Self service 112

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

Fonolo

JULY 5, 2018

What does the future hold for customer service? A common theme in answer to this question is, “Improvements in automation and self-service will erode the importance for call centers.” It also gets strengthened by the marketing efforts of all the vendors selling self-serve technology. Another Way to Think About it.

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

VocalCom

JULY 2, 2020

The necessary acceleration of contact centers’ digitalization will bring to the fore the crucial value of the human touch. Digitalization is quickly sweeping through contact centers. However, this does not mean that agents will totally disappear from contact centers.

Contact Center 62

Contact Center Self service Virtual Agent Chatbots 62

VocalCom

JUNE 18, 2020

Before the pandemic even started to disrupt business, the contact center industry was already widely migrating to Cloud. Gartner’s 2019 Magic Quadrant report anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

ConvergeOne

JUNE 28, 2022

WHITE PAPER] Six Steps to Engaging + Empowering Agents with Workforce Engagement Management. Download the white paper to learn how to improve workforce engagement for an optimal customer experience. This is a switch from the last two years, where they were focused mainly on the customer.

Self service 98

Self service Quality management Contact Center Technology 98

VocalCom

JUNE 24, 2020

The use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs. In parallel, automation and AI are transforming the processes of contact centers themselves. Want to know more about the evolution of contact centers

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

Fonolo

JULY 19, 2018

The demand for real-time human-assisted help – whether by voice or text – is not primarily a result of insufficient self-service tools. There are already many ways for companies to offer self-serve interactions to their customers. and How to Think About AI and the Call Center (And Not Go Crazy). cctr #AI #custserv. —

Call Center 72

Call Center Self service Contact Center Interactive Voice Response 72

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels.

Contact Center 65

Contact Center Call Center Self service Technology 65

Cisco - Contact Center

DECEMBER 17, 2020

The All-New Webex Contact Center Lays the Foundation for the Next Generation of Customer Experiences. And throughout the year, the physical world was impacted such that a significant increase in digital interactions and an elevated status for contact centers came to be. End-to-End Customer Experience Management.

Customer Experience 132

Customer Experience Contact Center APIs Analytics 132

DMG Consulting

JULY 11, 2017

Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper). This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses.

Contact Center 48

Contact Center Employee engagement Consulting Consulting 48

DMG Consulting

JULY 11, 2017

Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper). This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses.

Contact Center 48

Contact Center Employee engagement Consulting Consulting 48

Serenova

DECEMBER 13, 2019

Because of improved self-service, customers often resort to calling the contact center only when they have complicated issues or have been frustrated by other channels. For example, embed your contact center solution in the agent’s CRM interface so they have access to customer and interaction history in one place.

Contact Center 53

Contact Center Customer Service Wait times Surveys 53

InGenius

JULY 27, 2017

To keep up with this evolution, contact centers must go beyond basic CRM and telephony connectivity, to provide a modern customer experience. Today, when a customer needs service, they typically try three to four self-service channels before contacting support by phone.

Contact Center 48

Contact Center Education Self service CRM 48

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Here are five key takeaways, in no specific order, to improve contact center performance.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

NobelBiz

FEBRUARY 13, 2024

This efficiency reduces idle time and increases overall contact rates. NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Calabrio

JULY 29, 2016

Smart contact center leaders know that the benefits of a strong quality assurance program stretch far beyond the walls of the contact center. Technology has made huge advances in recent years as the contact center has shifted from an unsightly but necessary business function to the cornerstone of customer experience.

Contact Center 56

Contact Center Analytics Coaching Self service 56

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Fonolo

FEBRUARY 20, 2020

Related content for you: 3 Major Contact Center Trends in 2020. Top content for you: Top Contact Center Trends in 2020. If you haven’t heard of AI in the last couple of years, you might want to check that your contact center hasn’t fallen under a rock. Moving your call center to the cloud.

Contact Center 101

Contact Center Call Center Wait times Technology 101

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels.

Contact Center 40

Contact Center Call Center Self service Technology 40

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels.

Contact Center 40

Contact Center Call Center Self service Technology 40

Zappix

JUNE 28, 2024

Provide digital self-service to residents and citizens calling into public sector contact centers to improve the experience and deflect tedious calls off agents’ plates. Answer any public sector question citizens might have with Zappix Digital Engagement Platform specifically for government.

Government 52

Government Self service Contact Center 52

Monet Software

DECEMBER 19, 2019

No, not the holidays—the deadline for the 2020 annual call center budget ! Contact center managers are putting the pieces together to get a full picture of their future resource needs. Ironically, such simple tools make the contact center budgeting process more complex. 3 Occupancy and Shrinkage Predictions.

Real estate 77

Real estate Average Handle Time Contact Center Call Center 77

SmartAction

SEPTEMBER 25, 2018

The following is an excerpt from Frost & Sullivan’s white paper, “The AI-Powered Virtual Agent: Actionable Strategies for Contact Center Leaders.”. Read the full paper to find out how leading companies are using cloud-based virtual agents to automate more in their contact centers.

Virtual Agent 40

Virtual Agent Interactive Voice Response Contact Center Self service 40

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Quiq

DECEMBER 5, 2019

Read our most popular white paper that spells out the 7 compelling reasons to implement messaging now. Creditunions.com: 7 Strategies to Support Self-Service. An easy to digest overview of credit union messaging and Quiq’s messaging platform. Download the PDF. 7 Reasons Your Members Want To Text You. Read Article.

Finance 52

Finance Contact Center Self service Best practices 52

Fonolo

SEPTEMBER 6, 2018

to real-time messaging, simulation, self-service and crypto-currency. These technological breakthroughs point toward a future with remarkable changes in the customer service landscape. To learn some easy tricks for ultimate customer satisfaction, read our whitepaper on The Contact Center Playbook for improving CSat.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

teleopti

APRIL 30, 2019

Empower employees with self-service – allowing people to take control of their work-life balance boosts engagement levels by reducing stress and absences. Then use advanced WFM technology to balance and schedule different contract types and see the difference flexible working makes to employee satisfaction.

Employee engagement 80

Employee engagement Management Self service Strategic Value 80

teleopti

SEPTEMBER 18, 2019

The first is to recognize the strategic link between employee engagement and productivity, the second is to turn the customer service department or contact center from a reactive cost-cutting organization to a proactive profit-making powerhouse and finally harness the power of data. Download White Paper.

Management 57

Management Customer advocacy Employee engagement Contact Center 57