InMoment XI
OCTOBER 5, 2023
A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. However, building an effective, consistent contact center experiences can be overwhelming.
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. Technology Fuels Contact Center Transformation.
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NICE inContact
SEPTEMBER 10, 2019
Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice. As you are developing your plan, keep in mind there is no one-size-fits-all solution to placing and perfecting self-service options.
TechSee
MARCH 19, 2019
Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient. New Self Service KPI Metrics.
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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.
NICE inContact
APRIL 5, 2020
With technology’s rapid evolution, convenience and self-service from decades ago don’t quite measure up to today’s expectations. For contact centers, it’s an ideal opportunity to rise to the challenge. The days where a simple IVR system did the trick are long-gone.
NICE inContact
MARCH 9, 2021
Sometimes contact center professionals become so focused on agent-assisted customer service methods that they forget many customers just want to help themselves. A personalized interaction with a competent and engaging agent can be highly satisfying but it isn't always a customer's first choice.
Speaker: Brian Morin & Helena Chen from SmartAction
Self-service is on the rise. Enter a conversational AI solution for your contact center. Some customer service interactions require a human —but just because some calls must be transferred to a live agent doesn’t mean they can’t all begin with AI.
Speaker: Tom Lewis, CEO of SmartAction
However, a common concern exists among both contact centers and customers: does this switch to self-service degrade the quality of service? Which CX functions are required to architect and manage self-service applications. Tune in to discover: Where to start.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
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As contact center needs and pain points have evolved, so have contact center buying processes. AI / Self-Service. This guide covers: Omnichannel & Inbound. This guide covers: Omnichannel & Inbound. Agent Experience. Workforce Engagement Management. And more.
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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.
Speaker: Laura Sikorski, Contact Center Consultant
Your Contact Center is the most customer focused area in your organization. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Robust Contact Center software features that will enhance your operation.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Speaker: Tiffany Anderson, Director CX Process/Initiatives, Purchasing Power & Brian Morin, CMO, SmartAction
Key takeaways: Step-by-step process for conversational AI self-service implementation. Insights from a contact center leader who’s done it with proven success. A plan for your contact center to introduce AI automation in the next six months. October 24th, 2019 9:30 AM PDT, 12:30 PM EDT, 5:30 PM GMT.
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