InMoment XI

SEPTEMBER 26, 2024

Why Channel Deflection is Critical to ROI-Fueled CX Every call in your contact center represents a breakdown in your customer journey. Customers don’t want to call; they want quick and easy solutions. The True Cost of Contact Centers The true cost of relying on traditional contact centers is staggering.

Call Center 195

Call Center Self Service Contact Center ROI 195

InMoment XI

DECEMBER 13, 2024

One of the most crucial touchpoints in their journey is the call center. Therefore, a positive call center experience is essential for business growth. The best way to start is by investing in a call center dashboard. What Is A Call Center Dashboard? What Is A Call Center Dashboard Used For?

Call Center 195

Call Center Contact Center Social Media Effort Score 195

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. Call center leaders realize that the time has come to deliver real measurable value to the enterprise. Infrastructure: Accelerated digital transformation.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

BlueOcean

MARCH 3, 2025

Michaels Hospital in Toronto, to discuss how partnerships with service suppliers like outsourced contact centers can impact your business objectives. We cant take an RFP template that was written for manufacturing and use it verbatim for sourcing a contact center. The final level is value chain optimization.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

NobelBiz

NOVEMBER 5, 2024

Standing at the threshold of 2025, contact centers face a critical juncture between rising customer expectations and rapid technological developments. This article will delve into five significant challenges that contact centers will likely face in the coming year and provide practical solutions for hurdling these obstacles.

Omni-Channel 52

Omni-Channel Contact Center Multi-Channel Knowledge Base 52

InMoment XI

FEBRUARY 3, 2025

Most people think of contact centers, such as customer support call centers and help desks, as the main use case for conversation intelligence software. Its true that CI software drives positive results for call centers, reducing response times, improving outcomes, and producing data-driven insights for agent coaching.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

BlueOcean

AUGUST 7, 2018

Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. Draft Your Contact Center RFP.

Contact Center 189

Contact Center Effort Score Culture Fashion 189

InMoment XI

AUGUST 19, 2024

What is the ROI of Customer Experience? Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. Why is CX ROI Difficult to Prove? Data and Measurement Challenges: Accurately measuring the ROI of CX requires comprehensive data collection and advanced analytics.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

NICE inContact

AUGUST 12, 2020

If you’re tasked with achieving more results with fewer resources, optimizing your contact center can deliver far-reaching results, having a streamlined ripple effect across your organization. SMBs and enterprises alike can overhaul their ROI with 4 approaches.

Contact Center 173

Contact Center ROI Resources Call Center 173

NICE inContact

JANUARY 16, 2019

Automating outbound calls makes a dramatic impact on efficiency within your call center and saves your company time and money, while freeing up your live agents for more important conversations. Companies have started to see the benefits and the successful impact on ROI.

Contact Center 120

Contact Center ROI Virtual Agent Call Center 120

NICE inContact

SEPTEMBER 20, 2019

In the world of Contact Centers , moving functions like IVR and ACD are obvious choices. Like other cloud systems, the architecture provides a more scalable environment allowing you to better support call distribution and IVR. Your Contact Center represents the front line to your constituents and customers.

Contact Center 159

Contact Center Call Recording ROI Report 159

NICE inContact

MARCH 15, 2018

This series has focused on the specific ways to transform your call center with a sound self-service strategy. In this way, you will meet and even exceed the goals you set for your contact center. Follow a timeline that allows you to predict and quantify the ROI your company can achieve for each process you automate.

Contact Center 75

Contact Center Self Service Communication Call Center 75

NICE inContact

FEBRUARY 10, 2021

Do you ever feel like you’re running a cost center rather than a contact center?

Contact Center 156

Contact Center ROI Management Strategy 156

TechSee

APRIL 16, 2019

Many of us have worked in contact centers. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they’re not getting what they need. What Matters Most to Contact Center Managers. Proactivity is Key.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

Uniphore

JUNE 21, 2021

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. Automating the right processes can pay huge dividends — from error reduction to shorter call times — creating a measurably better customer experience (CX) and employee experience (EX). A faster ROI.

Contact Center 147

Contact Center Call Center ROI Tools 147

InMoment XI

DECEMBER 22, 2022

Check out some more ideas on identifying and executing ROI opportunities in this Solve for X video. Indirect Feedback Methods (also known as unsolicited feedback): Call center recordings : By capturing call center or contact center recordings, you can understand factors like call frequency and burdens to the center.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

NICE inContact

OCTOBER 9, 2019

CXone cloud contact center software would be pivotal in the company’s growth as it moved into France. To meet the many challenges, Webhelp chose NICE inContact’s unified CXone cloud CX contact center platform. Learn more about harnessing the power of CXone cloud contact.

Contact Center Software 137

Contact Center Software Contact Center Software Company 137

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 105

Call Center Contact Center Virtual Agent Chatbots 105

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 104

Call Center Contact Center Virtual Agent Chatbots 104

MiaRec

NOVEMBER 16, 2022

In today's business world, it is more important than ever to make sure that you are getting the most out of your investment in contact center intelligence.

Call Center 98

Call Center ROI Return on Investment Contact Center 98

TechSee

DECEMBER 3, 2019

Core challenges for contact centers. Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI. Creating a visual contact center knowledge base. Additional benefits of a visual contact center knowledge base.

Knowledge Base 136

Knowledge Base Contact Center Customer Service Representative System 136

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? If you’re like many contact centers, you’re probably looking at metrics like AHT and error rate.

Engagement 246

Engagement Contact Center How To Poor Customer Service 246

BlueOcean

AUGUST 15, 2016

It’s the same for contact center reporting. Reporting that provides a transparent window into your contact center data helps you gain actionable insight that can differentiate your customer experience and boost your bottom line. In particular, it will help your call center establish smarter volume forecasting.

Contact Center 120

Contact Center Report Average Handle Time First Call Resolution 120

TechSee

APRIL 26, 2021

The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. On the other hand, call volumes are at peak levels. This means that call centers are more important than ever for assisting customers with their technical problems.

Contact Center 109

Contact Center Self Service Call Center Multi-Channel 109

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. Is Cloud Contact Center the New Normal?

Contact Center 120

Contact Center Connections Conference Case Study 120

NICE inContact

AUGUST 2, 2019

For contact center managers, having detailed data to track digital customer service needs helps optimize efficiencies. Identifying these influencers is just one more way that call center agents offer better service. The bottom line: Knowing more about how you work helps you work smarter.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive. Call center recording.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

NICE inContact

DECEMBER 20, 2019

Inside sales teams investing in AI + CRM integrated cloud contact center technology are particularly poised to achieve the biggest ROI. Actually, they already ARE achieving big ROI!

Contact Center 120

Contact Center CRM Sales ROI 120

NobelBiz

FEBRUARY 4, 2025

Increased lead acquisition costs , making it harder for businesses to generate profitable ROI. Forced massive operational shifts for contact centers, particularly those dependent on aged data. Tools like Dragon Call Initiator (DCI) add a crucial layer of protection by requiring human approval before each call.

Contact Center 52

Contact Center Strategy Omni-Channel Consulting 52

TechSee

DECEMBER 9, 2020

One area with tremendous potential for benefit is when enterprises implement contact center RPA. RPA in Contact Centers. A standard contact center is chock full of repetitive and dull tasks that are definitely necessary but rarely require a human level of decision making.

Contact Center 109

Contact Center Contact Center Workflow Case Study Tips 109

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). But with so many options available, how do you choose the right one?

Call Center 98

Call Center Software Data Contact Center 98

TechSee

MAY 29, 2018

With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience. The post How will Visual Engagement Impact Your Contact Center?

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

NICE inContact

JANUARY 23, 2019

If there is one single area you want to focus on in 2019 for contact center improvement, consider Performance Management. The contact center industry has always experienced higher attrition rates than many other industries, and with current workplace turnover at an all-time high, this has not changed.

Contact Center 137

Contact Center Management Gamification Call Center 137

NICE inContact

JUNE 28, 2019

How to entertain and engage customers: Be genuine — use first names and real communicative language, not corporate-speak Be personalized — use CRM data to create connections Be unattached to a script — give call center agents the freedom to interact. It also means having powerful digital call center software ready.

Self Service 168

Self Service Contact Center Entertainment Call Center 168

Clarabridge

APRIL 11, 2017

Clarabridge recently conducted a study of both contact center agents and consumers. We wanted to see where their expectations and experiences lined up when it comes to customer service calls. Dissatisfaction levels are at an all-time high when it comes to contact center calls.

Contact Center 77

Contact Center Call Center Call Center Experience Social Media 77

TechSee

JULY 18, 2019

Asking a customer to briefly describe their issue at the start of an interaction can help gauge the nature and urgency of the problem, allowing the contact center to tailor its service appropriately. Robotic service – no one likes to feel like they’re just a number or receive “generic” service.

Self Service 207

Self Service Customer Experience How To Contact Center 207