Contact Center CX Florida Technology 
Fonolo
MAY 10, 2023
Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Call Center and Customer Service Conferences If you’re wondering what contact center or customer service industry conferences to attend in 2023, we’ve got you covered!
Execs In The Know
MARCH 14, 2022
These main areas include technology integrations, operational efficiencies, workforce optimizations and customer experience. Let’s talk more about the front-and-center transformation that the majority of people are exposed to, the customer experience side. Why is customer experience (CX) a critical piece of digital transformation?
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Fonolo
NOVEMBER 13, 2018
Where: Marco Island, Florida. Now in its seventh year, Smart Customer Service shines a spotlight on the innovative ways CS technologies are shaping our lives and changing how CS professionals do business. Where: Fort Lauderdale, Florida. Northeast Contact Center Forum (NECCF). Customer Contact Week (CCW).
Execs In The Know
MARCH 14, 2022
As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. The tactical decisions pertain to specific needs or technology applications, such as how many agents to hire or what use cases your chatbots will be built around. Think about CX becoming digital CX.
Execs In The Know
APRIL 8, 2022
Technology changes impact all facets of a business. For contact centers, this also includes staffing and operations. Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here.
Execs In The Know
MARCH 25, 2022
While the pandemic certainly highlighted the need for more resilient support models, CX leaders have always struggled to forecast support volume with 100% accuracy and quickly scale operations to meet rapidly rising customer demand. The post Achieving Business Continuity: An ABC Strategy for CX Leaders appeared first on Execs In The Know.
Execs In The Know
MARCH 4, 2022
Contact centers are no exception to the general trend. Turnover rates were above 40 percent before the pandemic, and contact center leaders tell us that battling agent attrition is harder than ever before. These challenges were exacerbated by the pandemic-driven shift to remote work. A Little Engagement Goes a Long Way.
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