InMoment XI

OCTOBER 19, 2023

In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. What is a Contact Center and How Does it Work? The primary goal of a contact center is to ensure that customers receive timely and effective support.

Contact Center 273

Contact Center Customer Service Omni-Channel Call Center Solutions 273

Calabrio

APRIL 16, 2020

With the spread of COVID-19, customer service teams are leaving traditional contact centers to work remotely and promote social distancing. Stay connected and responsive to customers. Over the last few weeks, we’ve rolled out several solutions to help our customers stay connected to their stakeholders.

Connections 307

Connections Contact Center Analytics Software 307

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 306

Contact Center Self Service Analytics Banking 306

NICE inContact

OCTOBER 14, 2020

Over the past 10 months, the pandemic has accelerated cloud contact center adoption, which is a win for consumers where expectations for exceptional customer experience (CX) continue to rise.

Contact Center 264

Contact Center Strategy Consumers Connections 264

eglobalis

DECEMBER 17, 2024

AI-Infused Workflows: Building Connected Journeys The true potential of AI lies not in isolated tools but in end-to-end workflows that transform every customer touchpoint. By connecting customer service, performance management, and workforce optimization, AI-infused workflows deliver seamless experiences.

Net Promoter Score 328

Net Promoter Score Effort Score B2B NPS 328

eglobalis

MARCH 4, 2025

Companies like Nuance (now part of Microsoft) pioneered conversational IVR, while Googles Contact Center AI and Amazon Lex provide powerful voice AI solutions. and Aisera specialize in AI-powered customer experience automation, while Cresta focuses on AI coaching for contact center agents. For example, OneReach.ai

Self Service 198

Self Service Strategy Contact Center Virtual Agent 198

BlueOcean

JULY 20, 2023

In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. Let’s explore when and how it makes good business sense to connect with your prospective partners at each stage of the RFP process.

Contact Center 294

Contact Center Travel Culture Meeting 294

Calabrio

MAY 3, 2021

David Flores from GreenPath Financial Wellness is named a finalist in the 2021 ICMI Global Contact Center Awards for Best Contact Center Manager. But it was his time at Michigan State University that he credits with inspiring much of his contact center leadership style.

Contact Center 264

Contact Center Leadership Financial Survey 264

Comm100

OCTOBER 25, 2021

Today’s customers expect digital communication channels from the businesses that they connect with. Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers. Younger generations demand to connect how and when they want.

Contact Center 246

Contact Center Omni-Channel Knowledge Base Chatbots 246

InMoment XI

OCTOBER 31, 2024

To show you can further improve the performance of your contact center, fill out the calculator below to discover your business’s ROI using InMoment’s conversational intelligence tools: Calculate your business’s ROI using InMoment’s conversational intelligence tools.

Call Center 195

Call Center Metrics Self Service Effort Score 195

Vonage

FEBRUARY 26, 2019

Your business serves ultra-connected customers who expect a consistent experience through every channel. The answer is omni-channel contact center solution that allows businesses to route interactions through email, chat, SMS, video and social channels seamlessly. So, the more channels, the better, yes?

Omni-Channel 206

Omni-Channel Contact Center Chatbots CRM 206

InMoment XI

FEBRUARY 8, 2024

As you look to improve your business, consider contact center optimization. What is Contact Center Optimization? Contact center optimization refers to the process of improving the efficiency, effectiveness, and overall performance of a contact center.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. Demystifying Contact Center Analytics: More than Just Numbers What are Contact Center Analytics? What Are Predictive Analytics?

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

AWS Machine Learning

FEBRUARY 21, 2025

Through collaboration between AWS and DXC Technology, weve developed a scalable voice-to-voice (V2V) translation prototype that transforms how contact centers handle multi-lingual customer interactions. The prototype can be extended with other AWS AI services to further customize the translation capabilities.

Connections 98

Connections Contact Center e-support Call Recording 98

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

Blake Morgan

DECEMBER 17, 2024

GoTo is redefining how companies connect with customers and manage the modern contact centers. The post How Unified Communication Tools Improve Customer Experience in Modern Contact Center appeared first on Blake Morgan.

Contact Center 59

Contact Center Communication Tools Customer Experience 59

BlueOcean

DECEMBER 2, 2024

When it comes to customer experience , there’s a lot of cross-over between the hospitality industry and the contact center industry. What does a “rooms per shift ratio” have to do with contact center operations , you might ask? What are you looking for in a contact center partner? We want to hear from you.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

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.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

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. Its a two-way street.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

Calabrio

MARCH 25, 2025

In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions. In the contact center, this can also include quality assurance scores and other agent performance insights.

Software 130

Software Customer Journeys Tools Contact Center 130

BlueOcean

OCTOBER 7, 2024

You’ll task your team with running a tight procurement process to assess potential contact center partners. The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit.

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

You’ll task your team with running a tight procurement process to assess potential contact center partners. The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit.

Contact Center 156

Contact Center Culture Leadership Call Center 156

eglobalis

OCTOBER 21, 2024

Engaging Directly: Personal Connections Matter While public responses are important, taking the conversation offline for resolution through direct messages or phone calls can create a more personalized experience and help your company to find the issues easier. If you’d like, don’t hesitate to share and connect with me here on LinkedIn.

Social Media 491

Social Media Feedback Engagement Company 491

BlueOcean

JULY 2, 2024

When you’re outsourcing your customer care program, the partner you choose, and the relationship you have with them, will have significant impact on your customers, your brand’s reputation, and your bottom line. So which kind of contact center outsourcer is right for you? Check out this article.

Contact Center 156

Contact Center Customer Care Wait Times Leadership 156

Calabrio

MARCH 2, 2020

Contact center as a service (CCaaS) makes the power of a modern contact center available to any business, regardless of budget or technical expertise. Twilio Flex: A programmable approach to the contact center. With it, any size company can move faster and be more competitive.

Contact Center 179

Contact Center Airlines Communication Report 179

InMoment XI

MARCH 14, 2025

In any call center or contact center, performance is the engine that powers the entire operation. High-performing call centers do a great job at keeping customers satisfied, and theyre highly efficient, reducing operational costs. Analyzing call center performance is the path to improvementbut youve got to do it right.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

Calabrio

MARCH 18, 2025

Analytics From Frustration to Adoption: Overcoming Barriers to Effective Chatbot Utilization Share Chatbots have transformed customer service by providing instant, AI-powered support that reduces contact center volume and improves operational efficiency.

Chatbots 147

Chatbots Self Service Contact Center Analytics 147

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. We’ve long been proponents of making transactional customer service low effort, for both customer and contact center. So let’s get into it. Those first three are what we’d expect.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

InMoment XI

JULY 12, 2022

It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics. This strengthens brand connection and creates a customer-centric culture. Metrics, metrics, metrics. The Next Step.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397