Fonolo

FEBRUARY 26, 2019

Have you encouraged a frustrated employee to stay positive after a particularly deflating customer interaction? If you have, you were tacitly acknowledging the importance of positivity in customer service. How to Efficiently Manage Service Levels with the Right Technology. The Benefit of Call-back Technology.

Customer Service 77

Customer Service Contact Center Education Technology 77

Fonolo

JANUARY 16, 2019

At the same time, other major changes are impacting BPOs, namely: emerging technologies; a rising demand for re-shoring; and a surge in the number of customer communications channels used by businesses. Oxford University’s Carl Frey and Michael Osborn predict that call center functions have more than 95% probability of automation.

Contact Center 85

Contact Center Social Media Education AI 85

Taylor Reach Group

JANUARY 21, 2019

has been an industry leader in call and contact center consulting for more than 15 years, the main area of focus has been on establishing great customer care in the business sector, especially in retail and service industries. While The Taylor Reach Group, Inc.,

Contact Center 70

Contact Center Artificial Intelligence Government Innovation 70

Fonolo

JANUARY 29, 2019

Without further ado, here are some surprising, fundamental, and/or entertaining stats about the call center, a customer service lifesaver that is here to stay: The most frustrating aspect of the customer service experience? respondents as the most frustrating aspect of the customer service experience.

Contact Center 85

Contact Center Omnichannel Entertainment Social Media 85

Fonolo

JANUARY 24, 2019

Secondly, in recent years there has been a growth in “reshoring”: Call centers are returning to North America, a trend driven by several factors including low wage inflation and an increased focus on customer experience. Who should attend: VPs & Directors of Contact Centers. The Panelists: Thomas Laird.

Artificial Intelligence 62

Artificial Intelligence Contact Center Social Media Education 62

Fonolo

JANUARY 30, 2019

Avaya IX Digital Contact Center: Voice, omni-channel, desktop, and workforce engagement. The customers and partners we spoke with at ENGAGE were generally pleased with Avaya technology and the options available to them. Who should attend: VPs & Directors of Contact Centers. The Panelists. Thomas Laird.

Contact Center 57

Contact Center Social Media Education Innovation 57