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

InMoment XI

JANUARY 27, 2025

Call centers focus on handling issues as quickly as possible, often at the expense of the bigger picture. But what if a contact center could become a powerful sales engine, transforming routine support calls into avenues for growth? For most companies, this scenario remains unrealized potential.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

TechSee

DECEMBER 11, 2018

Call center leaders realize that the time has come to deliver real measurable value to the enterprise. 2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination. Aligning business objectives with contact center performance.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

BlueOcean

FEBRUARY 27, 2018

The 9 to 5 response has been replaced by 24/7 support, and single channel has made way for the omni-channel. We especially appreciate the emphasis on establishing a clear social media process and hiring the right people (not too different from finding the ideal contact center agent profile ).

Omni-Channel 199

Omni-Channel Social Media Customer Service Contact Center 199

TechSee

JUNE 9, 2022

Providing a digital, omnichannel customer experience is a clear imperative. per contact compared to live channels which cost an average of $8.01 per contact. No one wants a disjointed experience, or channels that don’t even communicate with each other. Gartner reports that self-service costs around $0.10

Omni-Channel 145

Omni-Channel Self Service Customer Experience How To 145

Experience Investigators by 360Connext

APRIL 23, 2024

By improving the overall customer experience, there is a noticeable reduction in the burden on contact centers, which decreases customer support requests, wait times, and time to resolution. Many leaders are seeing heavy turnover in contact centers, leading to costs around hiring, training, and losing institutional knowledge.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

NICE inContact

AUGUST 12, 2020

If you’re tasked with achieving more results with fewer resources, optimizing your contact center can deliver far-reaching results, having a streamlined ripple effect across your organization. SMBs and enterprises alike can overhaul their ROI with 4 approaches.

Contact Center 173

Contact Center ROI Resources Call Center 173

NICE inContact

OCTOBER 9, 2019

CXone cloud contact center software would be pivotal in the company’s growth as it moved into France. To meet the many challenges, Webhelp chose NICE inContact’s unified CXone cloud CX contact center platform. Learn more about harnessing the power of CXone cloud contact.

Contact Center Software 137

Contact Center Software Contact Center Software Company 137

NICE inContact

SEPTEMBER 20, 2019

In the world of Contact Centers , moving functions like IVR and ACD are obvious choices. Your Contact Center represents the front line to your constituents and customers. The post Moving to Cloud: A Must for Contact Centers appeared first on NICE inContact Blog.

Contact Center 159

Contact Center Call Recording ROI Report 159

BlueOcean

SEPTEMBER 30, 2019

At its most basic level, growing your in-house contact center means you’ll need more space. There’s also the cost of upkeep, both to the facility itself and of your technical infrastructure, where regular upgrades will be necessary to keep your contact center ahead of the curve. Omnichannel Support. Infrastructure.

Contact Center 149

Contact Center How To Self Service Omni-Channel 149

NobelBiz

FEBRUARY 9, 2023

Turn an ROI on it, or being willing to invest in not knowing when to stop investing when you’ve overdone it and the ROI isn’t there. Scaling a business, it’s a plan and it’s a model, especially a contact center, because there are so many relational issues and moving parts.

Omni-Channel 52

Omni-Channel Call Center Sales Contact Center 52

Comm100

MAY 13, 2020

Research shows that companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement. Shopping for an omnichannel solution can be intimidating. Shopping for an omnichannel solution can be intimidating.

Omni-Channel 147

Omni-Channel eBook Chatbots Knowledge Base 147

InMoment XI

DECEMBER 13, 2024

Call Center Dashboard vs Contact Center Dashboard A call center dashboard tracks performance by focusing on phone-based interactions. On the other hand, a contact center dashboard covers multiple communication channels, including phone, SMS, email, chat, and social media.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

NICE inContact

AUGUST 2, 2019

Key takeaway: Live chat delivers a service that customers want and helps agents work more efficiently at a lower cost than other channels. 2) Omnichannel Coverage. Like live chat, omnichannel customer service coverage is a necessity for today’s digital customers.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

NobelBiz

FEBRUARY 4, 2025

Optimized Contact Strategies: Omnichannel engagement improves interactions, and spam prevention safeguards efficiency. Increased lead acquisition costs , making it harder for businesses to generate profitable ROI. Forced massive operational shifts for contact centers, particularly those dependent on aged data.

Contact Center 52

Contact Center Strategy Omni-Channel Consulting 52

CSM Magazine

SEPTEMBER 17, 2020

Conversational AI (aka intelligent chatbots or virtual agents) combines artificial intelligence (AI) and automation to streamline customer interactions across channels. Customer service teams and contact centers have specific needs when considering new technology solutions. Omni-channel and Voice Functionality.

Omni-Channel 98

Omni-Channel Tools Virtual Agent Customer Service 98

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

NICE inContact

APRIL 4, 2018

Contact centers are no exceptions, a bit slower than application market in terms of cloud adoption given the behemoth telephony component. Frost & Sullivan reports show on-premises contact center systems market drop by 6% with a simultaneous 12% growth in cloud contact center market. Innovation for IT.

Contact Center 121

Contact Center Innovation ROI Financial 121

Calabrio

MARCH 4, 2025

Together, these conversation intelligence functions combine to support customer service and sales teams, such as those in a contact center, with actionable insights on patterns of behavior, opportunities for improvement, and areas of risk. Let’s break this down.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

Lumoa

JANUARY 15, 2024

Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. This omnichannel approach gives companies a chance to have a one-to-one conversation with customers on their chosen platform. In This Article: What is Conversational Commerce?

Customer Experience 195

Customer Experience How To Chatbots Net Promoter Score 195

InMoment XI

OCTOBER 4, 2024

Furthermore, organizations that choose InMoment for the customer experience management solution realize ROI in half the time compared to competitors. The right tools will offer features like real-time feedback collection, omnichannel support, and sentiment analysis to help you make data-driven decisions on enhancing customer experience.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. inContact was recognized for this award for “offering superior products and services that deliver a clear, demonstrable ROI.” How omnichannel experiences help companies excel and differentiate their brand.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

NICE inContact

JULY 9, 2019

We talk a lot about delighting customers and how great digital-first omnichannel customer service software can help agents provide service that customers love — and do so more efficiently. 32% of users who contact a brand on social media expect a response within 30 minutes, and 42% expect a response within 60 minutes. Source: eGain).

Customer Service 136

Customer Service Omni-Channel Social Media Contact Center 136

inQuba

MAY 23, 2022

To measure ROI and the impact of strategies, and fine-tune to further optimize. As such, their journeys are multi-touch, omni-channel and cross functional. Whether digital experiences or omni-channel, customers need to be helped towards their goals. Is Journey Management really important?

Customer Journeys 98

Customer Journeys Omni-Channel Management Multi-Channel 98

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

NICE inContact

SEPTEMBER 4, 2019

In a typical contact center, agents get bonuses when they reach certain levels of productivity. An omnichannel view that’s streamlined for efficiency would be a lifesaver. Why efficient agents = big ROI. Along the way the classic contact center will be transformed into an interactive support center.

Customer Service 136

Customer Service Contact Center Omni-Channel Airlines 136

Comm100

NOVEMBER 15, 2022

This blog will cover the key reasons why contact centres are adopting a digital-first strategy to meet their customers’ ever-evolving service expectations, and what this means for the future of contact center solution providers. Channel choice in a digital-first world. This is known as omnichannel customer engagement.

Strategy 135

Strategy Omni-Channel Contact Center Chatbots 135

NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! New Omnichannel Customer Experience Research – How Well Are You Doing? From Cloudy to Clear: Choosing the Right Cloud Strategy for Your Contact Center. Happy reading!

Report 121

Report Contact Center Omni-Channel Call Center 121

NICE inContact

JUNE 28, 2019

Making it happen: Brands that have a presence across digital channels are always better positioned to serve customers. Then combine this with an emphasis on the right KPIs in the contact center, like Personal Service Level (PSL), which encourages agents to go out of their way to make real human connections and inspire positive emotions.

Self Service 168

Self Service Contact Center Entertainment Call Center 168

CSM Magazine

MAY 15, 2024

Avaya and LivePerson have partnered to integrate voice, digital, and AI capabilities into a unified omnichannel solution for enhanced customer experiences and accelerated digital transformation.

Omni-Channel 52

Omni-Channel Contact Center ROI Analytics 52

InMoment XI

SEPTEMBER 3, 2024

Conversational analytics, also called conversational intelligence or conversational AI, is the process of analyzing natural language conversations between an organization’s customer service or contact center agents (both human and virtual) with that organization’s customers or clients. Why is Conversational Analytics Important?

Analytics 195

Analytics Data Social Media Average Handle Time 195

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

Playvox

JUNE 6, 2023

As “do more with less” becomes a familiar mantra, contact center leaders are challenged to convince C-suite executives, and especially chief financial officers (CFOs), that not only is it mission critical to deliver outstanding customer experiences (CX) , but that it’s also an opportune time to invest in workforce management (WFM) software.

Contact Center 66

Contact Center Return on Investment Tips ROI 66

Kustomer

AUGUST 3, 2021

New York, NY – August 3, 2021 – Kustomer , an all-in-one, top-rated AI-powered CRM for modern customer experiences, today releases findings from Forrester’s Total Economic Impact™ (TEI) study showing that organizations that switch to Kustomer see up to a three-year 422% in return on investment (ROI). TEI Study Findings.

Study 96

Study ROI Net Promoter Score CRM 96

NICE inContact

AUGUST 2, 2019

Key takeaway: Live chat delivers a service that customers want and helps agents work more efficiently at a lower cost than other channels. 2) Omnichannel Coverage. Like live chat, omnichannel customer service coverage is a necessity for today’s digital customers.

Technology 120

Technology Customer Service Omni-Channel Self Service 120

Comm100

JUNE 25, 2019

Truth be told, internal uses of AI have just as much disruptive power as chatbots if not more – and are also far simpler to deploy and far quicker to generate positive ROI. However with costly onboarding and training costs and high turnover , contact centers don’t can struggle to build excellent agent experiences.

Contact Center 145

Contact Center Chatbots Knowledge Base Resources 145