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. Consumer Behavior, Higher Expectations are Changing the Game.

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. For years, marketers like myself have long espoused the benefits of cloud platforms to help businesses gain agility.

Contact Center 264

Contact Center Strategy Consumers Connections 264

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. Yes, it’s more time-consuming and potentially more costly. The Shortlist Pitch Best Format: In-person, your place or theirs.

Contact Center 294

Contact Center Travel Culture Meeting 294

InMoment XI

JULY 25, 2024

The contact center experience can make or break your customer’s overall experience with your organization. What Is a Contact Center Experience? Why is the Contact Center Experience Important? The contact center experience is a crucial part of the overall customer journey.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? Hear about actual contact center transformations and best practices, too.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

NICE inContact

DECEMBER 9, 2020

When history is written about the pandemic, there will be chapters on the increasing importance of customer service, adaptation, and the evolving role of contact centers in the quest to survive.

Contact Center 200

Contact Center Self Service Consumers Customer Service 200

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 199

Self Service Strategy Contact Center Virtual Agent 199

InMoment XI

JANUARY 10, 2024

Contact centers are not new by any means. As a matter of fact, the first employed call center agents date back to the 1950s. It wasn’t until the turn of the century that these call centers evolved into multichannel contact centers. The future of the contact center lies in the omnichannel contact center.

Contact Center 195

Contact Center Omni-Channel Customer Satisfaction Retail 195

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: .

Contact Center 186

Contact Center Net Promoter Score Average Handle Time Effort Score 186

BlueOcean

APRIL 24, 2024

Below are 9 top questions for asking about ESG in your outsourced contact center RFP process. Environmental Sustainability In today’s landscape, many consumers are increasingly focused on aligning their buying choices with businesses that are committed to sustainability.

Contact Center 177

Contact Center Policies Effort Score Government 177

BlueOcean

DECEMBER 18, 2018

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions? We want to make it easy for you.

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. On the other hand, open-ended questions are more time consuming, but they can also produce valuable insights. For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores. What to Do with VOC Data.

Contact Center 182

Contact Center Analytics Net Promoter Score Effort Score 182

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

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. What is Contact Center AI? How Does Contact Center AI Work? Will Contact Center AI Replace Call Center Agents? The simple answer is no.

Contact Center 195

Contact Center Virtual Agent e-support Telecommunications 195

BlueOcean

JULY 15, 2024

We explore the five biggest challenges of in-house contact centers below. We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing your commitment to your customers.

Contact Center 177

Contact Center Customer Care Measurement Training 177

InMoment XI

APRIL 24, 2024

In the dynamic landscape of healthcare, where patient care is paramount, the role of healthcare contact centers has emerged as a vital component in ensuring seamless communication and efficient service delivery. What is a Healthcare Contact Center? Why are Healthcare Contact Centers Important?

Contact Center 195

Contact Center Healthcare Contact Center Software Insurance 195

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up.

Contact Center 204

Contact Center Training Call Center How To 204

Thematic

DECEMBER 15, 2024

Contact centers are the frontlines of customer interaction. That’s where contact center sentiment analysis comes in. Applying AI analytics to your contact center data can tell you how your customers really feel and help you improve the overall customer experience.

Contact Center 62

Contact Center Analysis Net Promoter Score Effort Score 62

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. On the other hand, open-ended questions are more time consuming, but they can also produce valuable insights. For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores. Back To CX Accelerator Blog

Contact Center 174

Contact Center Analytics Net Promoter Score Effort Score 174

BlueOcean

APRIL 24, 2024

Below are 9 top questions for asking about ESG in your outsourced contact center RFP process. Environmental Sustainability In today’s landscape, many consumers are increasingly focused on aligning their buying choices with businesses that are committed to sustainability.

Contact Center 156

Contact Center Policies Effort Score Government 156

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. From small helpdesks operated by specialist manufacturers to vast contact centers run by leading telecoms and consumer electronics providers, end users can now receive faster, more effective service and support from both live human agents and virtual assistants.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

NICE inContact

MARCH 3, 2021

Each year, NICE inContact surveys both consumers and businesses to understand trends in consumer behavior and expectations as well as understand priorities, strategies and technology adoption forecasts from businesses. Last year, we discussed the numerous impacts that the global pandemic had on both businesses and consumers.

Contact Center 177

Contact Center Chatbots Roadmap Consumers 177

NICE inContact

FEBRUARY 26, 2020

Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Quality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.

Contact Center 156

Contact Center Management Measurement Consumers 156

BlueOcean

JUNE 17, 2021

We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing commitment to your customers. The challenging part of business continuity in the contact center is just how many variables there are.

Contact Center 177

Contact Center Customer Care Measurement Report 177

BlueOcean

JULY 15, 2024

We explore the five biggest challenges of in-house contact centers below. We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing your commitment to your customers.

Contact Center 156

Contact Center Customer Care Measurement Training 156

BlueOcean

MAY 29, 2019

Picture this: You’re in the RFP process for a new contact center partner. And it’s why – for the same reason you wouldn’t throw down thousands of dollars on a house you haven’t walked through – we recommend always conducting site visits before diving into the time-consuming RFP process. You have a short list of participants.

Contact Center 185

Contact Center Culture Comparison Exercises 185

BlueOcean

JUNE 24, 2019

Today’s consumers expect personalized experiences – especially in complex care scenarios that transcend basic, transactional interactions. That said, keeping your contact center onshore is, well, costly – mostly thanks to stronger economies and higher costs of living. But times change – and so do customers.

Contact Center 174

Contact Center Banking Culture ROI 174

NICE inContact

MARCH 19, 2020

Contact centers have been using call recording for years, and consumers have come to accept and expect to hear the words “ this call is being recorded for quality and training purposes” when calling in.

Call Recording 156

Call Recording Contact Center Training Consumers 156

eglobalis

OCTOBER 21, 2024

While time-consuming, the benefits of solving the problem publicly often outweigh the risks of ignoring it. Managing ongoing conversations, particularly for a large organization, can consume significant resources.

Social Media 500

Social Media Feedback Engagement Company 500

BlueOcean

JANUARY 22, 2019

Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did. Below, we break down the consumer trends that will reign supreme in 2019 and how businesses can rise to the challenge.

Consumers 204

Consumers Trends Customer Experience Strategy 204

BlueOcean

JANUARY 31, 2023

Attrition seems like it should be an easy enough term to define, and determining which bidders’ attrition results best match your own requirements should be easy enough in a contact center RFP. All the Ways to Calculate Contact Center Attrition Average call center turnover is commonly cited between 30-40%.

Contact Center 156

Contact Center Employee Engagement Insurance Call Center 156

NICE inContact

AUGUST 27, 2020

It’s no wonder that when consumers contact your business—whether it’s to make a purchase or report an issue—they expect that same instant experience. And bearing the brunt of these ever-increasing customer demands are contact centers.

Contact Center 177

Contact Center Report Consumers Tools 177

InMoment XI

OCTOBER 15, 2024

In its August 14, 2024 ruling, the Federal Trade Commission classifies these reviews as fake or misleading and warns businesses against using them to deceive consumers. Customer AI-generated reviews : Consumers may use AI tools to quickly draft their reviews in order to save time and ensure their feedback is well-structured.

How To 195

How To Feedback Tools Contact Center 195

BlueOcean

AUGUST 9, 2021

Contact center technologies are certainly in the mix of acceleration. The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 156

Contact Center Technology Self Service Analytics 156