Customer Bliss

FEBRUARY 21, 2019

Serving at a frontline call center officer right out of college, Rekha has a lot of experience in customer service, which helped pave the way for her current success. She read a lot of white papers and webinars, research articles from CCXP and followed the competencies of CCXP assessment and looked at NPS and CSAT research.

Telecommunications 111

Telecommunications White Paper Culture NPS 111

Quadient

MAY 23, 2022

The company has perfected technology that speeds and simplifies the internal processes that ensure essential information gets to the right people at the right time with intelligent integration. Dick Bucci is Principal of Pelorus Associates where he specializes in contact center technologies. Dick Bucci. Customer Experience.

Contact Center 105

Contact Center White Paper Document Social Media 105

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.

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. However, any technology tool requires time for operators to get familiar.

White Paper 71

White Paper Call Center Telecommunications Omnichannel 71

NICE inContact

JULY 26, 2019

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? While many companies are hesitant to put chatbots into play, studies clearly show consumers value the speed and convenience that comes with this increasingly pervasive technology. Download the white paper today.

Contact Center 55

Contact Center White Paper Call Center Download 55

Calabrio

JULY 29, 2016

By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. Technology has made huge advances in recent years as the contact center has shifted from an unsightly but necessary business function to the cornerstone of customer experience.

Contact Center 56

Contact Center White Paper Omnichannel Call Center 56

NICE inContact

AUGUST 20, 2019

That’s because all technology has a “shelf-life”. This is also true for call center systems. Why does technology have an expiration date? As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. How does all this impact your call center?

Contact Center 54

Contact Center White Paper 2012 Call Center 54

NICE inContact

AUGUST 20, 2019

That’s because all technology has a “shelf-life”. This is also true for call center systems. Why does technology have an expiration date? As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. How does all this impact your call center?

Contact Center 54

Contact Center White Paper 2012 Call Center 54

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.

Contact Center 40

Contact Center Engagement White Paper Social Media 40

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.

Contact Center 40

Contact Center Engagement White Paper Social Media 40

COPC

OCTOBER 13, 2021

To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management. However, respondents shared that 83% of outsourced contact centers now had WFH staff after the pandemic. Realization of a new cost structure and the impact on our previous structured pricing components.

Contact Center 52

Contact Center White Paper 2021 2022 52

NICE inContact

OCTOBER 29, 2018

Case in point, I had an interesting conversation with a couple of millennials where I reflected on the tech I used in college (I am a “boomer”) – technologies like the first IBM PC, the DOS operating system, Lotus 123, “brick” cell phones, RPN calculators and the like. What does this have to do with contact centers?

Contact Center 48

Contact Center White Paper Call Center Omnichannel 48

Uplight

NOVEMBER 27, 2017

Energy providers continue to digitize core aspects of customer service and operations, from web self-service and mobile to call centers and other support functions. However, new technologies and tools are helping utilities see past the complexities (glass half-empty) and grasp the potential opportunity (glass half-full).

White Paper 40

White Paper Customer Centricity 2017 Call Center 40

COPC

NOVEMBER 5, 2021

In this workshop, we learned that almost 2/3rds of attendees have over 25 percent of their contact center seats outsourced, while over 80 percent outsource to more than one provider. All participants’ outsourced call centers shifted to an immediate WFH model once the pandemic shutdown began in March 2020.

Contact Center 52

Contact Center Workshop White Paper 2021 52

LiveChat

NOVEMBER 16, 2018

Content may be of many different types – blog posts, videos, white papers, case studies, and more. Minimize Calls to Customer Service – Offer Alternatives. The contact center or call center is usually the most expensive cog in the customer service wheel for most companies. is definitely the blog post.

Poor Customer Service 45

Poor Customer Service White Paper Call Center Customer Service Representative 45

Uniphore

DECEMBER 17, 2021

This is especially true given the increasing competition from more technology-savvy competitors and disruptive market entrants from non-healthcare sectors such as retail. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. This means that the more than 900 payers 1 in the current U.S.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

Talkdesk

JULY 25, 2016

Whether you’re a new recruit to call center work or a veteran who has always used on-premise solutions, the concept of VoIP can be a little confusing. Voice over Internet Protocol (VoIP), is a technology that allows you to make voice calls using a broadband Internet connection instead of a regular (or analog) phone line.

White Paper 40

White Paper Call Center Travel Connections 40

Interactions

JANUARY 6, 2022

With the labor shortage, the continued pandemic, and the status quo of the contact center, 2022 is the year that technology will take the lead in customer conversations—even having the ability to automate tasks that once required human judgement.” Read our white paper to learn more. Mike Iacobucci, Interactions CEO.

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2022 Customer Experience White Paper Contact Center 71