Calabrio
FEBRUARY 28, 2025
Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. Plus, AI has driven an increase in the capacity of contact center tools. What is voice analytics?
CX Accelerator
MAY 15, 2019
Here at CC Expo, it’s clear that the world of the contact center is at a turning point. As a specialist in Contact Centers, Kaye is passionate about using technology and training to improve experiences for customers and employees alike. New software and solutions are dazzling and daunting in equal measure.
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Calabrio
AUGUST 7, 2019
Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. Let’s take a look at a few things Idaho Central Credit Union does differently to make it a best-in-class contact center.
NICE inContact
NOVEMBER 22, 2019
It’s a foundational concept that all effective contact center leaders know to be true—when you take care of your agents, they take care of your business. So, just before what is likely the busiest season of the year for your contact center, it’s important to look back on 2019 and reflect on the hard work your agents have put in.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. I addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels.
Experience Investigators by 360Connext
NOVEMBER 16, 2018
What will happen in 2019? CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital engagement are the keys to achieving that objective. Which trends will matter?
BlueOcean
AUGUST 7, 2018
Planning for 2019 already? Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) This alone may give you enough insight to build a basic list of potential partners for your contact center RFP process. Draft Your Contact Center RFP.
Speaker: Irit Eizips, CEO, CSM Practice
Customer service, including contact center support and other customer facing teams must then: track the right customer data to prove value was achieved, and track the right KPIs to continuously improve their customer success strategy. February 13th, 2019, 11:00AM PST, 2:00PM EST, 6:00PM GMT
Speaker: Jeremy Watkin, Director of Customer Experience at FCR
If you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. January 15th, 2019, 11:00AM PST, 2:00PM EST, 6:00PM GMT But is this the best place to burn our operational calories? How these emerging technologies can improve engagement, reduce churn.
Speaker: Tom Lewis, CEO of SmartAction
However, a common concern exists among both contact centers and customers: does this switch to self-service degrade the quality of service? June 26, 2019 12:30 PM PDT, 3:30 PM EST, 9:30 PM GMT How to design “lanes” for virtual agents to outperform live agents. How your competitors use customer data for an effortless experience.
Speaker: Errol S. van Engelen, Author, Speaker and Independent Advisor
This webinar is designed for a broad audience including business and technology professionals, as well as managers in the contact center industry. See how various verticals such as the automotive industry and contact centers can benefit from a strategic approach like DTP.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. August 15th, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT. Is your business ready to outsource? What are your next steps?
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Speaker: Sam Hahn, VP of Technology & Technology Evangelist, eGain Corporation
If AI is a red-hot topic, AI and knowledge management for contact centers is white hot! Want to know how to overcome these impediments, and succeed with AI in 2019? Register for upcoming webinar “Beyond the Hype: Contact Center AI That Works”. February 26th, 2019 11:00AM PST, 2:00PM EST, 7:00PM GMT
Speaker: Nate Brown, Co-Founder, CX Accelerator
The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). When your contact center can demonstrate a significant return on investment using CX terms, you are more likely to get the funding and support that you need to succeed in 2019.
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