NICE inContact

OCTOBER 19, 2021

Creating a customer-centric contact center can create some significant, disruptive changes for your employees. Download our new eBook, Change Management Blueprint for Contact Center Digital Transformation, for expert advice about change management best practices.

Customer Centricity 241

Customer Centricity eBook Contact Center Technology 241

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

InMoment XI

OCTOBER 31, 2024

This approach helps identify improvement opportunities that can swiftly boost customer satisfaction. Consider including self-service options like chatbots for customers who don’t want to spend time with an agent. In the call center industry, the standard time to answer is 20 seconds or less.

Call Center 195

Call Center Metrics Self Service Effort Score 195

NICE inContact

OCTOBER 16, 2019

Contact centers of today are not just customer service centers. They are the epicenters of lasting customer experiences (CX) that help brands differentiate and compete better. Failure to do so will likely push your best customers into the arms of your competitors. Get ready for digital-first customers.

Contact Center 120

Contact Center Customer Centricity Culture Omni-Channel 120

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?

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

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. Enacting this approach will also enable your frontline employees to provide a far superior experience to customers.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

Blake Morgan

OCTOBER 29, 2024

                                                                                 Contact centers are under immense pressure to do more with less. AI offers an opportunity to enhance contact center performance by automating routine tasks.

Contact Center 59

Contact Center Leadership Customer Focused Management 59

eglobalis

MARCH 30, 2025

financial institution, realized that surveying only a handful of customers left them in the dark about most interactions. In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center. This 100% coverage of customer interactions revealed issues and successes that random surveys missed.

Survey 320

Survey Banking NPS Effort Score 320

NobelBiz

NOVEMBER 5, 2024

Standing at the threshold of 2025, contact centers face a critical juncture between rising customer expectations and rapid technological developments. Today, customers want speed, smoothness, and personalization across all touchpoints; however, this standard has several operational obstacles.

Omni-Channel 52

Omni-Channel Contact Center Multi-Channel Knowledge Base 52

Calabrio

MARCH 25, 2025

It goes beyond simply collecting feedback; it’s about actively listening to customer sentiment across all touchpoints. In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions.

Software 130

Software Customer Journeys Tools Contact Center 130

Experience Investigators by 360Connext

JANUARY 5, 2021

If you want your organization to truly have its own customer-centric “way,” it’s time to get specific about creating a customer-centric culture. Six Ways to Actively Build a Customer-Centric Culture: 1. Assure your customer experience mission is defined and communicated.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

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. Together, we’re helping our customers create extraordinary agent and customer experiences.

Contact Center 179

Contact Center Airlines Communication Customer Centricity 179

Experience Investigators by 360Connext

APRIL 7, 2020

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic.

Customer Centricity 178

Customer Centricity Culture Customer Journeys Customers 178

Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? Why is call quality monitoring so important in the contact center?

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Then let’s dive right in! The Three Stages: An Overview.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Then let’s dive right in! The Three Stages: An Overview.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Culture Self Service Wireless 117

NobelBiz

NOVEMBER 19, 2024

The customer service world is evolving rapidly alongside advancements in technology. Contact centers are now tasked with handling more calls per hour while delivering a seamless customer experience, optimizing costs, and maintaining quality. Let’s explore 20 contact center automations that can transform your operations.

Contact Center 52

Contact Center Call Center Self Service Wait Times 52

Calabrio

MARCH 5, 2025

Well start with the basics, and then move on to the best practices and best CX analytics tools for creating a truly customer-centric approach in 2025. What is Customer Experience Analytics? With CX analytics, you create offers tailored to customer preferences, increasing conversions and driving higher sales performance.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? Why you should care about the Voice of the Customer? or is it different?

Analysis 396

Analysis Data How To Customer Centricity 396

Talkdesk

NOVEMBER 19, 2020

Call centers are often high-stress environments, especially when customer demands relate to urgent issues such as health or financial well-being. For contact centers, the competitive advantage lies with being customer-centric and providing the best customer experience (CX) possible.

Contact Center 136

Contact Center Average Handle Time Competitive Advantage Call Center 136

NobelBiz

APRIL 23, 2024

In the United States, the majority of customer complaints regarding debt collection concern agencies trying to collect debt that the consumer did not owe. This is why automation is especially transformative in contact centers. 81% of contact center executives are actively investing in AI for agent-enabling technologies.

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

Blake Morgan

MARCH 8, 2022

Contact centers play a crucial role in a customer’s experience. Building a customer-centric company starts by empowering agents to provide excellent service, says Tom Goodmanson, President & CEO of Calabrio. . Customer-centric companies listen to their customers to provide relevant, personalized service.

Contact Center 105

Contact Center Customer Centricity Technology Tools 105

BlueOcean

OCTOBER 10, 2016

No matter what action you take, the point is that your journey as a customer started before you made that call. But too many contact centers assume the opposite; that your journey starts the moment an agent picks up the phone. That assumption is very often the catalyst in creating a less-than-satisfactory customer experience.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

Blake Morgan

JANUARY 14, 2025

Since 2017, Replicant has empowered companies like AAA, DoorDash, and Fanatics with AI agents that seamlessly assist human teams, resolving up to 80% of customer inquiries. 07:27 | From Script to Spirit: Moving away from rigid scripts and empowering agents to engage with customers using flexible, socially intelligent conversations.

Customer Centricity 52

Customer Centricity Call Flow Strategy Contact Center 52

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

eglobalis

JULY 2, 2024

This approach ensures a comprehensive evaluation of customer experience efforts, fostering continuous improvement and adaptation to evolving customer expectations. Cultural and Regional Sensitivity : Ensure feedback methods and interpretations are relevant across diverse customer bases.

NPS 453

NPS Feedback Net Promoter Score B2C 453

Calabrio

APRIL 16, 2019

Best Practices 3 Ways Calabrio is Building a Customer-Centric Culture Share I have been extremely fortunate to be a part of Calabrio for a very long timeand have witnessed how our approach to helping customers has evolved. When I began my career, the organization looked very different than it does today.

Customer Centricity 130

Customer Centricity Culture Contact Center Innovation 130

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

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Jim Iyoob, Chief Customer Officer at Etech Global Services. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Blake Morgan

OCTOBER 31, 2022

It has been the most popular way to measure customer experience, but it’s arguably outdated. When it was created it didn’t account for the explosion of digital customer experiences. As customers’ preferences change and brands adjust their CX strategies, metrics have never been more critical. If Not NPS Surveys, Then What?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105