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The top differences between call centers and contact centers

Callminer

Using a call center or contact center to address customer needs is key, but it's important to know the different features of these customer service hubs to find the best solution for your business.

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The importance of brand experience in contact centers

Callminer

Contact centers are responsible for more than simple answering customer phone calls or live chats. Read this blog to learn about the connection between brand experience and contact centers.

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Five 2024 AI trends for the contact center and beyond

Callminer

As we venture into 2024, AI for the contact center, CX and other business applications continues to evolve rapidly. Read this blog for five AI trends impacting organizations in the year ahead.

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Elevating your customers’ contact center experience

Callminer

The experience your customers have with your customer service center can have positive and negative impacts. Read this blog to learn how what customers expect our of their contact center experience.

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The Complete Guide to Conversational AI for Your Business

In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels.

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The worrying state of the European contact center space

Adrian Swinscoe

One such piece of research was […] The post The worrying state of the European contact center space first appeared on Adrian Swinscoe. Every now and again, I come across a piece of research that makes me want to pull my hair out.

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5 ways to be a better ally in contact centers

Callminer

Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change the industry. Read more in his blog.

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Customer Experience Myths Guidebook

The Myth of the Solo CX Initiative The Myth of Siloed CX The Myth of the Standalone Contact Center This report details the CX Myths that are holding organizations back from true CX maturity and success.

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The 2023 Customer Experience Management Value Index

Building a successful CX program requires teams to share data seamlessly across multiple functions, including support services, contact center, marketing, and sales. The Value Index is an assessment of how well vendors address buyers’ requirements for CX software and incorporates all criteria.

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New 2023 State of CX Survey Uncovers Work From Home Misalignment

So why do more than ⅓ of business leaders want contact center associates back in the office? Check out The Northridge Group’s latest CX research report—the 7th annual CX survey of 1,000 customers and 250 business executives—to learn how your business can enhance customer service and experience.

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Expert Insights: Your 2023 Guide to EX, CX, and Technology

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Contact center operators have been buffeted by the pandemic, work-from-home initiatives, the great resignation, and quiet quitting. As a result of these changes, new challenges have emerged, requiring contact centers to undergo major transformations. Adoption and innovation are swift and ongoing.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

When Contact Centers face issues with First Contact Resolution (FCR), conducting a root cause analysis to identify the process, systems, and/or behaviors that are failing is the best way to understand the exact drivers contributing to repeat calls.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

This webinar with CX master Steve Pappas will unravel how conversational AI is transforming business-customer interactions and contact center operations globally. . 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms. Don't miss this exclusive event!