ShepHyken

MARCH 26, 2019

Having multiple methods of contact, or channels, removes effort from customers, which customers really like. Contact centers and companies alike need to reorient themselves so that the customer is at the center of their operations. Social media has transformed how customers and businesses interact.

Chatbots 322

Chatbots Contact Center Technology Customer Experience 322

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET.

Contact Center 138

Contact Center Enterprise Consulting Consulting 138

VocalCom

JUNE 16, 2020

The post [White Paper] Contact Centers of the Future: Creating Tomorrow’s Experience appeared first on Vocalcom Blog.

Contact Center 62

Contact Center Multichannel Call Center Customer Service 62

Jon Arnold

NOVEMBER 2, 2021

This last scenario applies to my latest white paper, and most recent white paper done for Cisco. The topic speaks to the growing need for businesses to think about CX in broader terms than the contact center. The white paper is listed there, along with a public link where no further registration is required.

Enterprise 76

Enterprise Customer Experience Contact Center Education 76

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Fonolo

NOVEMBER 29, 2017

Today, changes to the contact center are a response to consumer behaviour, and not simply the result of business initiatives. In a climate where technology and customer preferences change at a breathtaking pace, it can be overwhelming to consider all the ways that your contact center needs to evolve.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

Callminer

MARCH 2, 2020

To learn about how speech analytics can help boost customer satisfaction, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Armed with these insights, call center leaders can better prepare their agents to resolve customer concerns on the first contact. Track Customer Effort.

First call resolution 291

First call resolution Analytics Metrics Call Center 291

Callminer

FEBRUARY 23, 2021

To learn more about how call centers can adapt to new challenges in the era of COVID-19, download our white paper: Contact Center Practices and Guidelines for Managing Through COVID-19. “Call centers can leverage several autonomous and semi-autonomous AI functions to streamline internal processes.

Call Center 376

Call Center Technology Banking Contact Center 376

Jon Arnold

NOVEMBER 30, 2022

AI has become a must-have for contact centers, and while chatbots are often the entry point for getting on this path, the use cases are much richer. The white paper has been featured now on NICE’s website, and here’s the registration page to download a copy.

Contact Center 11

Contact Center Chatbots 11

Callminer

NOVEMBER 9, 2020

Speech analytics software , for example, enables call centers to review past fraudulent calls, customize a fraudulent scorecard, and leverage real-time analytics to provide guidance to agents while on the call if a call is flagged as potential fraud. Customer behavior across channels does not seem normal.

Call Center 345

Call Center Banking Contact Center Accountability 345

CCNG

MAY 11, 2021

This challenge required contact center leaders to innovate and incorporate technology. With over 20,000 simulations consumed, the contact center executive reported a direct correlation between performance on the simulations and performance on the job.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

Contact Center Pipeline

MARCH 19, 2019

You can view our Directory Listing of products and services, check out our White Papers and view our latest Research Reports (we will have the results of two new surveys coming out soon: […]. As we continue to celebrate our 10th Anniversary, I would like to call attention to a few good resources on our website.

Contact Center 124

Contact Center Surveys Call Center 124

Callminer

MAY 26, 2020

For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics. First Response Time (FRT) makes this critical caller waiting period clear enough to act on, ensuring you can positively impact the customer journey and experience at the very first touchpoint.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

CCNG

MARCH 4, 2021

We’ve heard that from contact center trainers and trainees a lot over the past year. With the increased demands, Covid thrust upon contact center organizations, SymTrain, in conjunction with CCNG, sponsored a survey on the impact of converting to remote work.

CCNG 195

CCNG Contact Center Surveys Coaching 195

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. Meet Our Panel of Call Center Experts & Business Leaders: Kevin Lee. One thing contact centers need to get better at is…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

Jon Arnold

FEBRUARY 2, 2023

Got a new white paper to share - this one is for NICE , and is a bit of a sequel to an earlier white paper I did for them. I touched on it briefly during a webinar last week, and to get the full story, here’s the registration link for downloading.

Contact Center 59

Contact Center 59

CCNG

AUGUST 17, 2022

You’ve heard me say the most powerful-- and overlooked-- tool in the contact center is your professional network. For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Check back for more ways you can build a truly powerful professional network. ?For

Best practices 195

Best practices CCNG Enterprise Contact Center 195

Jon Arnold

MAY 31, 2023

While it may be a necessary evil for customer “service”, there’s also an opportunity for contact centers and brands to use that time in a more constructive, engaging fashion. When it comes to personalizing customer experience, this is just one more form of interaction that is fully in the control of the contact center.

Construction 59

Construction Contact Center Personalization Customer Experience 59

Fonolo

MAY 24, 2018

New research from EvaluAgent shows that 90% of contact centers use multi-channel analytics to track the entire customer journey and develop comprehensive customer profiles during the process. It’s important to be where they are on their journey, but engaging them also means getting to know them and understanding what matters most.

Call Center 87

Call Center Benchmark Metrics Analytics 87

Callminer

FEBRUARY 19, 2020

For information on improving the customer experience through the use of innovative AI technology, download our white paper, How AI Improves the Customer Experience. Embracing innovative new practices such as artificial intelligence (AI) and flexible working arrangements can help considerably in alleviating such issues.

Call Center 287

Call Center Accountability Technology Customer Support 287

Fonolo

FEBRUARY 1, 2018

We already know how monotonous a call center agent’s role can be but, by making the training process exciting and fun, you’re creating a better environment for everyone. Remember, it’s not just the initial training that’s important; creating a culture of continuous learning is also essential to the success of your contact center.

Contact Center 92

Contact Center Call Center Metrics Feedback 92

Talkdesk

DECEMBER 10, 2020

Migrating a contact center to the cloud can drive your digital transformation program forward. Identify the business opportunity Before building a case, consider the impact of moving to a cloud contact center for your business. Read on to learn exactly how to do that. Think about the benefits (e.g.,

Cloud contact 115

Cloud contact Contact Center Transportation contact center solutions 115

Fonolo

FEBRUARY 11, 2020

A few weeks ago, our CEO, Shai Berger , sat down with Peter Ryan, Principal Analyst and Founder of Ryan Strategic Advisory , to discuss the state of the contact center going into the new decade, and how the industry is expected to develop in the coming years. The real reason why companies are investing more in their contact centers.

Contact Center 98

Contact Center outsourcing Call Center Chatbots 98

Jon Arnold

FEBRUARY 12, 2018

Included in that mix is a white paper I've been doing for Cisco. Everyone is trying to assess what AI can really bring to the contact center, and to help educate the market, they engaged me to produce this vendor-neutral white paper.

Contact Center 45

Contact Center Education Marketing 45

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. Considering that contact centers today hold immense repositories of customer data, processing this information is no simple feat.

Contact Center 143

Contact Center Enterprise Technology Customer Care 143

ShepHyken

JULY 15, 2016

For instance, say your organization relies on customer surveys and other conventional forms of customer feedback but has considered exploring other sources of customer feedback such as recorded calls in the contact center that can be analyzed to identify trends or sources of customer frustration that can be acted on.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. This is my top ten list of really dumb things that smart call and contact center executives do. Contact Center staff is one of the most expensive and important assets within the Contact Center.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

Contact Center 105

Contact Center CRM Call Center Personalization 105

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

Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. Clearly CX involves many moving parts, and it’s not hard to see why contact centers are getting overwhelmed with this data deluge.

Big data 98

Big data Contact Center Analytics Metrics 98

Cisco - Contact Center

FEBRUARY 1, 2021

Join renowned contact center industry analyst Sheila McGee-Smith and Cisco Contact Center VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contact center platform of the future, and how Webex Contact Center delivers these.

Contact Center 87

Contact Center Transportation Customer Experience Wireless 87

Callminer

MARCH 12, 2020

Download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI , to learn more about the importance of data security for compliance within the call center environment.

Call Center 182

Call Center Analytics Best practices Government 182

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 101

Contact Center Technology contact center solutions Cloud contact 101

Jon Arnold

NOVEMBER 12, 2020

This white paper has been in the works for some time with Mitel , and has launched today. Being long-form content, the white paper is gated on their website, and here’s the registration page to download it. To support it, they’ve issued a press release , and you can read about the details there.

Contact Center 52

Contact Center 52

Fonolo

MAY 31, 2018

To understand how to build a case for call-backs in your contact center, download Fonolo’s eBook, “The ROI of Call-Backs”. One popular way to improve the IVR experience is by offering a call-back option. 76% of consumers feel that offering a call-back as an alternative to waiting on hold is “Very or Somewhat Important.”.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86