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ContactCenter Pipeline’s AUTHOR WALL OF FAME Dick Bucci is Principal of Pelorus Associates, a market research and marketing communications company that assists developers of contactcenter solutions by providing in-depth market research and by authoring whitepapers, e-books and blog posts.
But in more ways then one, Siri and Alexa do not have the skills to be contactcenter agents. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week. You can also learn more in the webinar 3 Common Questions ContactCenters Should NEVER ask about Speech Analytics.
Call centers and contactcenters 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. ContactCenters Incorporate Advanced Analytics. Read on to learn more.
Enable predictive routing based on contactcenter forecasting . Learn more a bout how analytics can improve your contactcenter. Download the whitepaper Frost & Sullivan: The Analytics-Driven ContactCenter 2019. .
If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contactcenter customer service is white hot. This whitepaper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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 contactcenter ahead of the competition. Each contactcenter has its own priorities and goals, each of which is influenced by customer expectations.
Having multiple methods of contact, or channels, removes effort from customers, which customers really like. Contactcenters 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.
DMG’s whitepaper entitled Digital Transformation Roadmap for ContactCenters reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post ContactCenter Digital Transformation Strategy appeared first on UJET.
When turnover runs rampant in the contactcenter, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This whitepaper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.
This last scenario applies to my latest whitepaper, and most recent whitepaper done for Cisco. The topic speaks to the growing need for businesses to think about CX in broader terms than the contactcenter. The whitepaper is listed there, along with a public link where no further registration is required.
No, it’s the top contactcenter trends to watch for in 2019. As the sun sets on 2018, contactcenter superheroes should watch for the plots, characters, and villains within them. In this whitepaper , you’ll read about several significant subplots in 2019: Gamification in the ContactCenter.
Today, changes to the contactcenter 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 contactcenter needs to evolve.
To learn about how speech analytics can help boost customer satisfaction, download our whitepaper, 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.
Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.
To learn more about how call centers can adapt to new challenges in the era of COVID-19, download our whitepaper: ContactCenter Practices and Guidelines for Managing Through COVID-19. “Call centers can leverage several autonomous and semi-autonomous AI functions to streamline internal processes.
AI has become a must-have for contactcenters, and while chatbots are often the entry point for getting on this path, the use cases are much richer. The whitepaper has been featured now on NICE’s website, and here’s the registration page to download a copy.
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.
This challenge required contactcenter leaders to innovate and incorporate technology. With over 20,000 simulations consumed, the contactcenter executive reported a direct correlation between performance on the simulations and performance on the job.
You can view our Directory Listing of products and services, check out our WhitePapers 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.
For more information on the customer experience, download our whitepaper, 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.
We’ve heard that from contactcenter trainers and trainees a lot over the past year. With the increased demands, Covid thrust upon contactcenter organizations, SymTrain, in conjunction with CCNG, sponsored a survey on the impact of converting to remote work.
Download our whitepaper, 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 contactcenters need to get better at is…”.
You’ve heard me say the most powerful-- and overlooked-- tool in the contactcenter is your professional network. For a complete list of all 24 best practices you can use this link for a copy of the full whitepaper. Check back for more ways you can build a truly powerful professional network. ?For
Got a new whitepaper to share - this one is for NICE , and is a bit of a sequel to an earlier whitepaper 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.
While it may be a necessary evil for customer “service”, there’s also an opportunity for contactcenters 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 contactcenter.
New research from EvaluAgent shows that 90% of contactcenters 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.
For information on improving the customer experience through the use of innovative AI technology, download our whitepaper, 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.
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 contactcenter.
Migrating a contactcenter 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 contactcenter for your business. Read on to learn exactly how to do that. Think about the benefits (e.g.,
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 contactcenter 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 contactcenters.
Included in that mix is a whitepaper I've been doing for Cisco. Everyone is trying to assess what AI can really bring to the contactcenter, and to help educate the market, they engaged me to produce this vendor-neutral whitepaper.
To enhance customer satisfaction, more and more companies are transforming into an omnichannel contactcenter – providing a frictionless customer service experience across multiple touchpoints. Considering that contactcenters today hold immense repositories of customer data, processing this information is no simple feat.
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 contactcenter that can be analyzed to identify trends or sources of customer frustration that can be acted on.
There are a lot of smart — very smart — individuals managing and directing Call and ContactCenters today. This is my top ten list of really dumb things that smart call and contactcenter executives do. ContactCenter staff is one of the most expensive and important assets within the ContactCenter.
ContactCenter 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. .
It’s been an exciting year so far in the world of contactcenters. 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 ContactCenter Reports to Start Off Your Year.).
Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contactcenters 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 contactcenters are getting overwhelmed with this data deluge.
Join renowned contactcenter industry analyst Sheila McGee-Smith and Cisco ContactCenter VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contactcenter platform of the future, and how Webex ContactCenter delivers these.
Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contactcenter 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 ContactCenter Business Unit. The ultimate goal?
This whitepaper has been in the works for some time with Mitel , and has launched today. Being long-form content, the whitepaper 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.
To develop a transformation strategy, look beyond traditional contactcenter key performance indicators (KPIs) and instead use a holistic view of your CX to evaluate, prioritize and enhance areas in need of improvement. The post The 4 stages of contactcenter maturity and how to use them appeared first on Talkdesk.
To understand how to build a case for call-backs in your contactcenter, 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.”.
Elevating the Customer Experience (CX) is an obsession for the contactcenter industry, and rightly so. The experiences that customers have with your contactcenter 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.
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