Customer Service Life

AUGUST 1, 2022

Thinking back to the early days of my first management role in a small contact center, I can remember one day when a newly-hired customer support agent came over to my cubicle for what had to have been the twentieth time to ask me yet another question. Limiting who has access to our engineering team.

Contact Center 83

Contact Center Engineering Customer Satisfaction Technology 83

DMG Consulting

AUGUST 31, 2021

Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement. Investing to enhance contact centers is an excellent and overdue first step. Companies scaled up and added new customers at a much faster rate than they built out their service organizations and contact centers.

Contact Center 59

Contact Center Technology Technology Net Promoter Score 59

DMG Consulting

AUGUST 17, 2017

These 8 Technologies Are Transforming the Contact Center. Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. Cloud-based contact center infrastructure (ACDs and dialers). August 2017. By Donna Fluss.

Contact Center 69

Contact Center Technology Technology Machine Learning 69

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 92

Contact Center Engineering Social Media Customer Satisfaction 92

Hodusoft

APRIL 12, 2023

How Contact Center Software Help Insurance Companies in Enhancing CX? With nearly three-fourths of customers expecting insurance companies to leverage new technologies for better communication, the need for cutting-edge tools such as omnichannel contact center software is needed more than ever before.

Contact Center 52

Contact Center Omnichannel CX Customer Satisfaction 52

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. The future of contact center technology is in the cloud.

Contact Center 48

Contact Center Omnichannel Technology Technology 48

Ameyo Callversations

MARCH 2, 2022

Even implementation of ai in contact centers helps agents to ease their tasks and help them perform better. The use of machine learning coupled with Artificial intelligence and automated voice responses in a Contact center also helps the agents assist customers by making the calls interactive.

Contact Center 52

Contact Center AI Artificial Intelligence Sentiment Analysis 52

Callminer

NOVEMBER 9, 2020

Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Organizations need to be prepared to effectively combat call center fraud.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Uniphore

JANUARY 4, 2022

Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Find out about the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s modern enterprise.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Taylor Reach Group

JUNE 11, 2018

Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Below, you will find Call Center Statistics related to the various Contact Center channels. 85% of organizations anticipate contacts will become more complex in the next 2 years (Deloitte). of the vote.

Contact Center 50

Contact Center Social Media E-commerce VOC 50

DMG Consulting

NOVEMBER 1, 2021

Cloud-Based Contact Center Infrastructure Solutions Deliver on Their Promises. Cloud-based contact center infrastructure (CBCCI) vendors have hit their stride by giving enterprises what they want – the agility to meet the dynamic omni-channel needs of their customers on an inbound and outbound basis. Under the Hood.

Contact Center 48

Contact Center Customer Relationship Management Engineering CRM 48

Fonolo

APRIL 2, 2019

Key quote: “The Contact Center is going to change more in the next five years than in the last 25.” See our related post: “ AI is Not Reducing Call Center Agent Employment.”. rowantrollope has a packed house for #AI & the future of the contact center! Call Center Panel from Enterprise Connect.

Contact Center 78

Contact Center Customer Service AI Engineering 78

Taylor Reach Group

MARCH 12, 2019

Below are what I believe are the top trends that will impact contact centers and customer facing organizations. For contact centers and customer interactions it is a very positive tool. For contact centers and customer interactions it is a very positive tool. AI or Artificial Intelligence.

Contact Center 77

Contact Center Artificial Intelligence Customer Experience Machine Learning 77

Fonolo

JUNE 6, 2018

The changes they hinted at included: a) optimizing the search engine to more easily hone in on the most relevant groups to your brand; and b) the ability to share video and other mixed media (a nod to the ever-evolving digital era, to be sure). State of the Union’ analyses of call center technology. The end goal?

Contact Center 75

Contact Center Engineering Technology Technology 75

CSAT.AI

FEBRUARY 27, 2019

The call center has evolved into the contact center through a variety of technological innovations that followed the trusty telephone. ( I have mine right here, in case I’m hit by a food craving ) The net, IoT, the cloud and AI have and will continue to disrupt contact center tech. Now for some real pie!

Contact Center 52

Contact Center AI Sentiment Analysis Artificial Intelligence 52

Customer Service Life

MARCH 28, 2019

But in my context, it was contact center agents casting a wide net by instant messaging multiple supervisors and managers on duty for help with an issue. Since then I’ve had more time to think about and observe Slack in our contact centers and think I can boil my findings down into four recommendations.

Contact Center 60

Contact Center Close the Loop Engineering Customer Service 60

Shep Hyken

SEPTEMBER 3, 2021

She writes about how contact center agents can maximize productivity and provide a better customer experience. Contact center agents are often hampered by a lack of data and resources, which undermines their productivity. . There are times when contact centers need to be migrated to a different platform.

Customer Experience Management 129

Customer Experience Management Contact Center Customer Experience Engineering 129

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? See where your contact center makes its mark or could use a little improvement. Search Engine Optimization While improving the agent experience is paramount to customer service success, it’s not the only area to focus on.

Customer Service 130

Customer Service Contact Center Engineering Social Media 130

DMG Consulting

OCTOBER 4, 2017

The 3 Contact Center Applications That Pay for Themselves. Almost every year, contact center leaders are asked to reduce operating costs and improve productivity while enhancing the customer experience. There are three emerging contact center technologies that can deliver all of these benefits.

Contact Center 48

Contact Center Non-Profits Artificial Intelligence Machine Learning 48

Beyond Philosophy

OCTOBER 13, 2022

Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? Unfortunately, the expert at the contact center didn’t know what the doodad I described was either, so we were at an impasse. Video feels like a natural next step for contact centers.

Contact Center 88

Contact Center Net Promoter Score Customer Experience Engineering 88

DMG Consulting

APRIL 8, 2024

The difference is that customer expectations, employee requirements, and contact center dynamics are much more sophisticated and complex than in the past, driving the need for intelligent, adaptable, automated, and real-time-centric WFM capabilities. See Figure X.

Contact Center 62

Contact Center Artificial Intelligence Engineering Innovation 62

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 percent and 50.0 percent and 50.0

AI 48

AI Contact Center ML Artificial Intelligence 48

Execs In The Know

MARCH 16, 2023

While digital technologies continue to take center stage, achieving successful transformation is as much about people and relationships as it is about automation and AI. I’ve noticed some organizations have been slower to embrace it, while others are ahead of the game, deploying it at a much larger scale throughout the contact center.

Contact Center 97

Contact Center Innovation AI Technology 97

Hodusoft

JANUARY 16, 2024

The event promises to be an excellent opportunity for HoduSoft to showcase its next-gen communication solutions and demonstrate its commitment to advancing communication technology. Besides, it aims to bridge the gap between technology providers and end-users while promoting advancements in converging technologies.

Contact Center 52

Contact Center Omnichannel Technology Technology 52

Aquire

JULY 27, 2021

Cobrowsing technology has been a game-changer for companies. If you’re intrigued by this technology, check out our guide on the nuts and bolts of cobrowsing, its benefits, and how it’s different from screen sharing. Example of cobrowsing technology in action. The technical side of cobrowsing technology. Wondering how?

Technology 59

Technology Technology Customer Satisfaction Omnichannel 59

Callminer

OCTOBER 11, 2018

She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. First contact resolution (FCR) measures might be…”. The single most undervalued/overlooked call center metric which is not tracked by most contact centers is…”.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

Hodusoft

DECEMBER 2, 2021

ClueCon Weekly in One-to-One Chat with Luca Pradovera and Bharat Lalcheta, Co-Founder & Chief Technology Officer, HoduSoft. Talking with Luca Pradovera of SignalWire, Bharat spoke about technologies finding favor in the VoIP industry and future product offerings from HoduSoft. Maintaining transparency is important.

Technology 52

Technology Technology Omnichannel Artificial Intelligence 52

Fonolo

NOVEMBER 13, 2018

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. Northeast Contact Center Forum (NECCF). Who should attend: VPs & Directors of Contact Centers. Where: Marco Island, Florida. Thomas Howe.

Customer Service 108

Customer Service Contact Center Innovation Engineering 108

Experience Investigators

JANUARY 30, 2024

This isn’t just a conversation about technology; it’s about humanizing the automated, ensuring accuracy, and strategically mapping the customer journey to adapt to this new frontier. Manager of Contact Center Sales for Verizon Business. Patents for her work as an engineer. Michelle holds 6 U.S.

CX 52

CX Government Manufacturing CX Transformation 52

Execs In The Know

MAY 2, 2022

While you might already use questionnaires or surveys, consider adding additional elements to your VoC program to create a more robust feedback engine. In fact, 99% of contact centers don’t think their data intelligence strategy currently meets business needs. Consider elements like: SMS Surveys. 5-Star Surveys. Email surveys.

CX 97

CX VOC Customer Journey Map Contact Center 97

DMG Consulting

MARCH 1, 2020

What makes this so strange is that the quality of the IVR applications offered by many enterprises has not improved substantially in the past five to 10 years, even as the underlying technology has been greatly enhanced. And IVA technology is the way to get there. Like what you’re reading? Sign up for DMG’s free monthly newsletter.

Artificial Intelligence 87

Artificial Intelligence Contact Center AI Engineering 87

Qualtrics

JUNE 11, 2021

In a nutshell, speech analytics is technology that analyzes and makes sense of both the words someone uses when they call or chat, and the sentiment and intensity behind the words. We can put sentiment at moments into context with the entire customer journey and seamlessly integrate the speech analytics insights into our analytics engine.

Contact Center 26

Contact Center Healthcare Engineering Actionable Insights 26

Fonolo

MARCH 7, 2019

There is no doubt that these technologies will play an important role within the industry in the years and decades ahead. This is vital for technology that is, among other things, programmed to answer frequently asked questions and enable customer self-service. It’s imperative that these technologies are clearly understood.

Artificial Intelligence 62

Artificial Intelligence AI Contact Center Social Media 62

DMG Consulting

JUNE 8, 2021

The more advanced IA offerings have expanded their capabilities and benefits far beyond their initial contact center audience but are struggling to demonstrate their value to customer experience (CX) executives who continue to concentrate on marketing and sales functions. Product Innovation. Broader Use Cases for IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

Fonolo

MARCH 25, 2019

It’s clear that the way businesses communicate with their customers is changing, so it makes sense that, in order to adapt, forward-thinking companies are embracing cloud and AI-powered technologies. The ultimate purpose of this event is to help you clearly understand these technologies, while demystifying AI and NLP in the process.

Artificial Intelligence 70

Artificial Intelligence AI Contact Center Machine Learning 70

Fonolo

JUNE 6, 2019

There is no doubt that these technologies will play an important role within the industry in the years and decades ahead. This is vital for technology that is, among other things, programmed to answer frequently asked questions and enable customer self-service. It’s imperative that these technologies are clearly understood.

Artificial Intelligence 52

Artificial Intelligence AI Contact Center Social Media 52