InMoment XI
DECEMBER 18, 2024
Contact centers play a significant role in customer experience management. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations. What Is Contact Center Automation? What Are the Benefits of Contact Center Automation?
eglobalis
APRIL 15, 2025
Twilio Flex , a programmable contact center platform, is built entirely around client-side customization. ABB contributed robotics use cases; Ericsson brought real-time communication tech. Clients can modify call routing logic, agent interfaces, and integrate data sourcesall through code, not change requests.
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BlueOcean
MARCH 24, 2025
When outsourcing customer support whether for the first time or the fifth time your company’s relationship with the contact center is understandably complex. The contact center SOW is the framework for your relationship. Thats where a formal Statement of Work (SOW) comes into play.
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.
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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.
CX Accelerator
MARCH 16, 2020
Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? When assessing job titles, consider what the title communicates about the employee.
BlueOcean
JUNE 12, 2018
Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. Understanding with complete clarity which measures of success are most important to your organization is the most important aspect of the contact center transition.
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One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.
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Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.
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While KPIs can be based on any activity that’s important to your business, choosing the right ones will give you quantifiable data that demonstrates the value that your contact center provides, both to your organization’s senior executive team and your own members in the contact center.
Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast
Then, with teams communicating asynchronously, innovation can suffer as well. Join Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast, for this enlightening discussion which will include: How to communicate and disseminate a cohesive, positive culture across teams and across continents.
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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.
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Reliable communications are mission critical in today’s business environment. Incorporating integrated communications as a key component is driving high returns. Customers are increasingly selective, and companies compete on the customer experience.
Speaker: Rana Gujral, CEO at Behavioral Signals
This means you can’t afford to put your customers on hold for long or deliver poor communication. But are your contact center practices able to grow with a customer’s experience? With automation, your contact center won’t just survive, it will thrive. And are you ready to apply automation in the most efficient way?
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