InMoment XI
DECEMBER 18, 2024
Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations.
eglobalis
DECEMBER 17, 2024
By leveraging AI-driven tools, businesses can analyse multi-dimensional feedback (emotional tone, intent, behavioural trends) across channels. For example, in contact centers , AI can manage real-time workload distribution, ensuring no query goes unanswered while maintaining agent efficiency.
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eglobalis
MARCH 30, 2025
Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. Next: We look at how businesses are shifting to real-time feedback channels to address these shortcomings.) In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center.
BlueOcean
FEBRUARY 21, 2017
What makes a great contact center agent isn’t as easy to define as you might expect. There’s another layer to be considered as well: generational differences in the contact center workforce. What balance will achieve the highest level of contact center performance across this generational divide?
Speaker: Vicki Herrell, Executive Director, SWPP, & Steve Kosiba, Product Marketing Manager, Genesys
As your contact center becomes more complex with a growing number of communication channels and touchpoints, it’s more important than ever to have the right technology in place to support your workforce. With the right solution, multi-skill and multi-channel forecasting and scheduling become accurate and hassle-free.
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.
NICE inContact
DECEMBER 8, 2016
Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. Even if your contact center has specific hours, make sure you have a back-up plan for how to handle customer service issues through the night. Speed Thrills.
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International, multi-channel retailer Orvis is known for superior outdoor equipment and customer satisfaction. With CX Insights, Orvis was able to quickly categorize and analyze support inquiries to identify areas for improvement in their contact center, website, and email cadence.
Speaker: Laura Sikorski, Contact Center Consultant
Your Contact Center today is truly an Interactive Engagement Center and the most customer-focused area in your organization. Your company is judged on how your staff relates to your customers on all channels. Our new world is multi-channel, omnichannel, cross-channel, and even channel-agnostic.
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