eglobalis
MARCH 24, 2025
This detailed analysis explores the current limitations that prevent AI agents from fully replacing human operators in contact centers, supported by practical examples from industry leaders across sectors, revealing why human involvement remains indispensable.
eglobalis
APRIL 15, 2025
Twilio Flex , a programmable contact center platform, is built entirely around client-side customization. Microsofts enterprise teams include customer success managers and technical account managers who co-own the clients goals. Their KPI is customer adoption and growthnot just support tickets resolved. Their mission?
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InMoment XI
DECEMBER 18, 2024
Contact centers play a significant role in customer experience management. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations. What Is Contact Center Automation? What Are the Benefits of Contact Center Automation?
eglobalis
APRIL 6, 2025
This three-part analytical series aims to dissect and explain the most critical dimensions of value creation in technology, telecom, contact centers, and high-tech manufacturing. Example : SAPs value management practice quantifies business value both before and after implementation, aligning their compensation with customer results.
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In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. Social platforms are now becoming mainstream contact center channels.
Calabrio
APRIL 15, 2025
Customer Experience Improving Patient Self-Service: How Healthcare Contact Centers Can Use Chatbots & Adaptive Engagement to Elevate Patient Experience The healthcare industry is at a breaking point. With Calabrio, healthcare organizations can transform self-service into truly adaptive, human-centered patient engagement.
Calabrio
MARCH 22, 2025
Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. At the same time, contact center operations have also taken on a new level complexity.
Speaker: Jim Rembach, President of Call Center Coach
Keeping up with constantly changing contact center technologies, economic issues, business issues, and personnel issues requires you to become skilled in a wide range of areas. The most important journey to your contact center (and no, it's not the customer journey). June 12th, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT
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Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.
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.
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Learn how cloud-based solutions and a managed services approach can reduce costs. Give your contact center the flexibility and scalability it needs to meet ever-changing demands!
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As contact center needs and pain points have evolved, so have contact center buying processes. Workforce Engagement Management. This guide covers: Omnichannel & Inbound. This guide covers: Omnichannel & Inbound. Agent Experience. AI / Self-Service. And more.
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! Register for upcoming webinar “Beyond the Hype: Contact Center AI That Works”. You will learn top trends, proven use-cases, best practices, and real-world at-scale success stories for contact center AI.
Speaker: Tony Medrano, CEO of RapportBoost.ai
Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers.
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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.
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