Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

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Calabrio

APRIL 27, 2017

We all want to feel valued when we come to work, and this is especially true for call center agents. Your agents may work one interaction to the next, but when it comes to their careers, they are looking at the big picture. Download this white paper to learn more about changing workforce challenges in the contact center.

Contact Center 65

Contact Center Engagement White Paper Social Media 65

RapportBoost

NOVEMBER 15, 2018

For starters, the emphasis for call centers and customer service teams to employ “omnichannel” solutions took center stage. These initiatives will soon find their way into the priorities of most call center and customer experience strategies. That means more than just pointing the customer to a white paper.

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White Paper Call Center Telecommunications Omnichannel 71

Magellan Solutions

JULY 28, 2021

Philippines Outbound Call Center Creates Effective Script to Interact with Your B2B Clients. When your agent performs a cold call to your potential clients, they only have 3 to 5 seconds to catch their attention. White Papers. Partner Now with the Best Telemarketing Call Center Philippines for SMEs!

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B2B White Paper Call Center Social Media 52

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. This significant shift to non-voice interactions presents an excellent opportunity to improve agent training and update chat-specific KPIs. Did you know COPC Inc.

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Calabrio

JULY 29, 2016

Analytics technology has reshaped the contact center space, and organizations that have embraced it to improve the quality of customer interactions are gaining the upper hand competitively. Here are three ways your call center can improve quality assurance through analytics. What does the agent do after a call ends?

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Contact Center White Paper Omnichannel Call Center 56

Calabrio

APRIL 27, 2017

We all want to feel valued when we come to work, and this is especially true for call center agents. Your agents may work one interaction to the next, but when it comes to their careers, they are looking at the big picture. Download this white paper to learn more about changing workforce challenges in the contact center.

Contact Center 40

Contact Center Engagement White Paper Social Media 40

Calabrio

APRIL 27, 2017

We all want to feel valued when we come to work, and this is especially true for call center agents. Your agents may work one interaction to the next, but when it comes to their careers, they are looking at the big picture. Download this white paper to learn more about changing workforce challenges in the contact center.

Contact Center 40

Contact Center Engagement White Paper Social Media 40

Calabrio

JUNE 13, 2017

Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part.

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

JUNE 13, 2017

Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part.

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

JUNE 13, 2017

Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part.

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Magellan Solutions

APRIL 8, 2021

White papers . Unlike other channels, you control how you interact with leads. These buyers encounter 13 content pieces before purchasing. Content ranges from: Videos . Blog posts. Customer testimonials . Software reviews . Analyst reports. Email Marketing.

B2B 52

B2B White Paper Social Media Advertising 52

Magellan Solutions

MARCH 17, 2021

White papers . Unlike other channels, you control how you interact with leads. These buyers encounter 13 content pieces before purchasing. Content ranges from: Videos . Blog posts. Customer testimonials . Software reviews . Analyst reports. Email Marketing.

B2B 52

B2B White Paper Social Media Advertising 52

Uniphore

DECEMBER 17, 2021

healthcare market must continue to transform how they interact with consumers if they want to succeed. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. Automated after-call work. Post-interaction analytics. This means that the more than 900 payers 1 in the current U.S.

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Healthcare Contact Center 2021 Average Handle Time 52

Comm100

APRIL 8, 2016

“Everyone has to be able to work in a call center.” Jeff Bezos himself works the call center periodically to refresh his customer service skills. In the Harvard Business Review interview when asked if he also had to be able to work the call center, he said, “Oh, yeah.

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Customer Service Social Media White Paper Call Center 43

Bold360

DECEMBER 4, 2016

So how can customer support centers within the travel industry better plan for the 2016 holiday season? The practical guide: The following tips will ensure this year’s holiday call center costs and handle times sink to an all-time low, while customer satisfaction ratings soar to an all new high: 1. Plan ahead of time.

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Call Center Travel Multi-Channel White Paper 56

TechSee

DECEMBER 12, 2017

Considering that contact centers today hold immense repositories of customer data, processing this information is no simple feat. Every interaction, touchpoint and communication is captured and stored, and how a contact center handles its data is critical to its success. One of biggest challenges is handling data.

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Omnichannel White Paper Contact Center Touchpoint 143

NICE inContact

NOVEMBER 9, 2018

Here are some of the things we learned: Nearly half of all inbound contact center interactions are for the purposes of asking for help. Only about a third of consumers are happy with their last interaction. Most interactions occur over the phone. Working in a contact center is tough. Empower your Agents.

Contact Center 49

Contact Center White Paper Omnichannel 2018 49

Comm100

OCTOBER 11, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. When your customers aren’t calling in, your company is saving time and money. According to McKinsey , handling an inbound telephone call typically costs a company $6 to $8, whereas an interaction using social media costs less than a dollar.

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Social Media Customer Service Strategies Customer Service Download 49

Interactions

JANUARY 6, 2022

At Interactions, we have been working in AI in CX for nearly two decades and have witnessed this firsthand as business goals and consumer habits change. Mike Iacobucci, Interactions CEO. We asked our Interactions experts to share their predictions. Read our white paper to learn more. Read our blog to see how.

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2022 Customer Experience White Paper Contact Center 71