blog tag contact-center-technology 
Execs In The Know
MAY 2, 2022
In fact, 99% of contact centers don’t think their data intelligence strategy currently meets business needs. Gartner research puts the price tag at $14,113 per agent. Gartner research found that only one-third of contact center agents are engaged, and those who are not are 84% more likely to search for another job.
Customer Service Life
MAY 15, 2017
This article was originally published on the FCR blog on May 3, 2017. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better.
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Customer Service Life
AUGUST 20, 2019
This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. One of the cool things about working in outsourced customer service is the opportunity to learn about a wide variety of industries, tools, and technologies. Practice #2: Plan for repeat contact handling.
Customer Service Life
FEBRUARY 4, 2019
The text of this article originally appeared on the ICMI blog on December 5, 2018. If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. Hint: Focus on Agent Performance.
Comm100
DECEMBER 14, 2022
Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. But if the address of the person they wished to contact isn’t available in the database at the moment, the search might come up empty. Merge tags can help you personalize an email beyond just first names.
Comm100
FEBRUARY 20, 2018
This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs. Why Chatbots? Lower Labor Expenses.
Comm100
FEBRUARY 6, 2018
This blog post will cover several of the top, most sought-out customer engagement tools on the market. Salesforce features a robust reporting system, advanced customization options, and a powerful database that keeps track of contacts across channels. Knowledge base software and call center software also come at additional fees.
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