NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations.

Customer Care 137

Customer Care Contact Center Software Self Service Contact Center 137

Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Digital transformation isn’t new – we’ve been moving towards digital engagement and seeing a reduction in phone calls for years.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

NobelBiz

SEPTEMBER 21, 2020

The overview includes: news reports relating to spam calls new regulations from federal and state governments warnings from the FCC, FTC, & FBI reports on contact centers that are refusing to switch to a work-from-home model for their agents. Updates: September 20th The Remote Contact Center Has Become the New Normal.

Call Center 52

Call Center Industry Contact Center Government 52

UJET

JUNE 25, 2021

According to ourfall 2019 survey, 61% of customers were using a mobile device for support, and 48% were using in-app messaging with agents for on-demand delivery services. Public switched telephone network (PSTN)caller wait time dropped to less than one minute , and PSTN call abandonment fell a solid 8%.

Customer Journeys 82

Customer Journeys Customer Experience Contact Center Omni-Channel 82

NobelBiz

JUNE 9, 2020

The US can seek a restraining order against the call centers and the immediate termination of the illegal activities – as is the case in the instance above. The TRACED Act, signed into law on December 30, 2019 , mandated that SHAKEN/STIR must be implemented across the industry by mid-2021. Interested? Yes and No.

Contact Center Software 52

Contact Center Software Hospitality Social Media Healthcare 52

NobelBiz

JUNE 29, 2021

Enhancing customer loyalty : By using the proper procedures and technologies, the call center will enable you to deliver a level of service that is unrivaled by the competitors. In 2020, 86 percent of customer support personnel will be more discriminating and have significantly greater expectations than in 2019.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52