Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. Where to get it: [link].

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

DMG Consulting

MARCH 18, 2020

Managing Contact Centers Through the COVID-19 Pandemic. Employees, particularly those who are paid an hourly wage when they show up and are not paid at all when they don’t, which is the case for many contact center agents, are facing a tough decision. This is DMG’s second column on the COVID-19 pandemic.

Contact Center 100

Contact Center Legal Government Text Analytics 100

Myra Golden Media

FEBRUARY 4, 2023

So, what are the top five underutilized soft skills for contact center agents? Active Listening Recent research shows active listening is used only three times out of every 100 calls in the healthcare industry, for example. With these five skills, you’ll have more control over calls and chats. Glad you asked!

Contact Center 62

Contact Center Healthcare Customer Experience 62

Ameyo Callversations

SEPTEMBER 6, 2022

Interestingly, it means benefiting from a contact center to engage with their customers via different communication channels. With the global market value of call centers forwarding toward $496 billion (by 2027), many call center businesses are evolving towards greater success with cloud adoption.

Contact Center 52

Contact Center Social Media Omnichannel AI 52

DMG Consulting

JULY 8, 2022

The Contact Center and Back-Office Automation Opportunity. Another way of saying this is that the average handle time (AHT) of customer service calls in most contact centers can be cut in half, with the right technology. The situation is different for digital interactions, but there are still plenty of savings to be had.)

Contact Center 54

Contact Center Artificial Intelligence Healthcare Technology 54

Uniphore

DECEMBER 17, 2021

The adoption of digital healthcare skyrocketed during the pandemic, exposing both persistent issues for payers as well as opportunities. The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives.

Healthcare 130

Healthcare Contact Center AI Artificial Intelligence 130

DMG Consulting

MAY 21, 2020

There is a lot that isn’t known about COVID-19, but one thing we do know is that in times of national or personal crisis, people reach out to contact centers more frequently. Contact centers function as free psychological counseling centers, as customers often share their thoughts and concerns with agents.

Contact Center 77

Contact Center Healthcare Customer Service 77

DMG Consulting

AUGUST 31, 2018

The Next Act: The AI-Enabled Contact Center. In 2005, 13 years ago, I published the book The Real-Time Contact Center. The idea behind the book was (and still is) conceptually simple – to utilize the real-time capabilities of contact centers to assist people (customers, prospects, partners, public, etc.)

Contact Center 91

Contact Center AI Artificial Intelligence Social Media 91

DMG Consulting

FEBRUARY 18, 2020

DR/BC Plans to Mitigate the Impact of Pandemics on Contact Centers. Healthcare organizations must be particularly prepared for a disruptive disease outbreak, but all businesses should establish plans for resuming operations as quickly as possible following a public health disaster. Learn more at www.dmgconsult.com.

Contact Center 72

Contact Center Healthcare 72

Taylor Reach Group

FEBRUARY 20, 2021

a globally-recognized call and contact center consulting and managed services firm focused on optimizing customer engagement, has announced that it is working with a regional donated organ procurement agency in the US. A global Contact Center, Call Center, and Customer Experience consulting firm.

Contact Center 48

Contact Center Healthcare Technology Technology 48

Fonolo

MARCH 5, 2019

This is why handling call center conversations within the healthcare field requires a unique set of skills. In order to ensure that communication is as positive and productive as possible, here are a few tips we think all call center agents working in the healthcare space could benefit from. Have a Healthy HR Strategy.

Healthcare 112

Healthcare Customer Service Omnichannel CX 112

Customer Service Life

NOVEMBER 5, 2018

Instructional design- There’s an entire science around instructional design — and while it would be nice for every contact center to have someone with a masters degree in the topic (like FCR), that may not be practical. The post 8 Essential Features for your Contact Center LMS appeared first on Customer Service Life.

Contact Center 79

Contact Center Non-Profits Education Healthcare 79

DMG Consulting

SEPTEMBER 13, 2021

The Business Case for Making Contact Center Applications Standard Employee Productivity Tools. Every employee plays a role in delivering an outstanding customer experience (CX), whether in direct contact with customers or supporting customer-facing co-workers. Sep 3, 2021 Donna Fluss.

Contact Center 48

Contact Center Artificial Intelligence Entertainment CRM 48

1 to 1

JANUARY 10, 2024

That’s how “CBS News Sunday Morning” host Jane Pauley opened this week’s segment that covered how AI is impacting customer service in contact centers. Contact center associates featured on the show were empathetic. And if you’re lucky, there’s a person — a real person — at the end of the line.” 1 Sunday morning news show.

Contact Center 26

Contact Center AI Healthcare Education 26

DMG Consulting

MARCH 9, 2020

Tips for Mitigating the Impact of Pandemics on Contact Centers. Companies in general, and contact centers and other service organizations in particular, need to be prepared to keep operating, even if their region is stricken by a pandemic. By Donna Fluss. View this document on the publisher’s website.

Contact Center 59

Contact Center Healthcare Transportation Customer Service 59

DMG Consulting

MAY 15, 2018

Cloud Contact Center Solutions Continue Upward Trajectory. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market. With more than 150 competitors worldwide, the cloud-based contact center infrastructure market is primed for success.

Contact Center 59

Contact Center Compliance Artificial Intelligence Innovation 59

Taylor Reach Group

JANUARY 6, 2023

As I look at the new and shiny year ahead, I wonder what delights and innovations and opportunities may lie ahead for Contact Center operations. . Realignment of healthcare, global supply chains, work locations, employment relationships (quiet quitting, great resignation, etc.) … .

Contact Center 117

Contact Center AI Healthcare Innovation 117

Hodusoft

APRIL 12, 2019

Times have changed and healthcare industries face the pressure of delivering exemplary services to a growing number of patients. Communication is one of the backbones of healthcare services, especially in large multi-department hospitals with a high number of patient footfalls each day. Patients are delighted. They recommend.

Healthcare 40

Healthcare Contact Center Artificial Intelligence Hospitality 40

Fonolo

NOVEMBER 3, 2020

Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend. Agents Were Our Virtual Frontline. ” — Bill Quiseng.

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Talent Acquisition – All the hats that a contact center agent must wear can make it difficult to find the right person for your company.

Contact Center 48

Contact Center CX Healthcare Social Media 48

Fonolo

SEPTEMBER 28, 2022

The surveys give contact centers valuable insight into agent performance, customer experience, and other factors that can inform CX strategy. Keep in mind though, that the after-call survey is an important tool to drive improvement in the call center, but it’s not the only one. 1. Think About Your Audience. Keep that in mind.

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Taylor Reach Group

JUNE 20, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 3/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Live Chat in Sensitive Information Industries – Healthcare and Finance. Why Customers Prefer Live Chat.

Contact Center 62

Contact Center Healthcare Pharmaceutical Finance 62

Confirmit

MAY 23, 2017

There are probably a lot of answers that spring to mind, but chances are “contact center agent” isn’t on your immediate list. However, this was Claire Sporton’s suggestion as she kicked off proceedings at Confirmit’s “Voice of the Customer in Contact Centers” event in London last week.

Contact Center 45

Contact Center CX Voice of the Customer Healthcare 45

Taylor Reach Group

JUNE 6, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 1/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. b) Overseas labor: Sometimes companies are sensitive to using overseas or off-shore Contact Centers because of agent accents.

Contact Center 55

Contact Center Healthcare E-commerce Sales 55

Fonolo

JUNE 17, 2021

Keeping your staff motivated and satisfied in their work is vital to contact center performance. That’s why it’s so important to prioritize agent morale in a contact center and ensure your top performers are engaged. How to Foster Agent Engagement in a Hybrid Contact Center. Flexible work and scheduling.

Contact Center 140

Contact Center Gaming Healthcare Customer Service 140

1 to 1

JULY 1, 2020

The contact center industry has always needed to look forward. It’s a business so ingrained in the trends and innovations of every industry from healthcare, travel, banking, and more. Distributed contact center workforces The crisis completely turned work on its head. Not anymore. It’s time to be proactive.

Contact Center 26

Contact Center Healthcare Innovation CX 26

1 to 1

MARCH 1, 2021

The pandemic accelerated digital adoption of messaging, web, and cloud at light speed, and in doing so contact centers have been at the front-line of large volumes of people in need for support, comfort, and information. Rethink the traditional contact center. The traditional contact center model is facing a reckoning.

Contact Center 26

Contact Center Machine Learning Healthcare Omnichannel 26

Taylor Reach Group

FEBRUARY 8, 2019

a globally-recognized call and contact center consulting and managed services firm focused on optimizing customer engagement, has announced that it is working with a worldwide leader in personal vision care. A global Contact Center, Call Center, and Customer Experience consulting firm.

Contact Center 80

Contact Center Healthcare Technology Technology 80

Uniphore

JANUARY 25, 2022

We’ve seen big tech like Apple, Amazon and Microsoft enter the healthcare market , even becoming worthy competitors to major healthcare players. Automotive, healthcare, retail, banking, transportation, entertainment, education, human resources, legal services – and more. Conversational AI Expands Beyond the Contact Center.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Lightico

JANUARY 31, 2022

Increasing competition and savvier healthcare consumers have made patient experience a competitive pre-requisite for healthcare providers, including systems, medicare providers, and dental service organizations (DSOs). Needlessly Slow & Complex Enrollment Hurts Both Patients & Healthcare Staff.

Healthcare 52

Healthcare Compliance Legal Contact Center 52

Fonolo

JANUARY 20, 2020

New in Contact Centers. It’s a great time to be a contact center agent in New York state, who seem to be very fond of its telephony workers. First, officials stepped in after a company in Tarboro, NY, that had promised hundreds of call center jobs disappeared , leaving locals in limbo. New in Technology.

Contact Center 117

Contact Center Customer Service Healthcare Omnichannel 117

Taylor Reach Group

JUNE 13, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 2/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Colin: We can’t lose sight of the fact that in most centers, chat is just one of a number of channels.

Contact Center 58

Contact Center Artificial Intelligence Legal AI 58

Uniphore

SEPTEMBER 22, 2021

The problem is that not all interaction analytics solutions deliver the deep insights contact centers need to transform the customer/agent experience and deliver strategic outcomes that drive business value. Highly accurate speech and text recognition.

Unstructured Data 100

Unstructured Data Machine Learning Contact Center AI 100

Fonolo

NOVEMBER 4, 2021

While this sparked big challenges for contact centers suddenly faced with overwhelming call volumes , it did have an unexpected silver lining around remote work. Plus, the work-from-home landscape has also changed the way contact centers use call center technology and software as well. Staffing and turnover.

Technology 87

Technology Technology Contact Center Artificial Intelligence 87

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this? Learn more about Balto AI’s solutions here.

Contact Center 62

Contact Center Predictive Analytics Artificial Intelligence CRM 62

Qualtrics

JUNE 11, 2021

Calls to health insurance provider call centers are often centered around two main topics: How to get the right healthcare coverage - choosing plans, providers, etc. The post Understand every voice: How to use XM in health insurance contact centers appeared first on Qualtrics. The importance of listening.

Contact Center 26

Contact Center Healthcare Engineering Actionable Insights 26