Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. Table of Contents What Is an Omnichannel Contact Center?

Contact Center 52

Contact Center Omnichannel 2025 Touchpoint 52

InMoment XI

OCTOBER 31, 2024

The best way to get started is by tracking and monitoring call center metrics. What Are Important Call Center Metrics to Measure? Call center metrics provide insight into the customer experience and quantify agent productivity. In the call center industry, the standard time to answer is 20 seconds or less.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

APRIL 24, 2024

In the dynamic landscape of healthcare, where patient care is paramount, the role of healthcare contact centers has emerged as a vital component in ensuring seamless communication and efficient service delivery. What is a Healthcare Contact Center? Why are Healthcare Contact Centers Important?

Contact Center 195

Contact Center Healthcare Insurance Social Media 195

BlueOcean

DECEMBER 18, 2018

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions? CAPABILITIES & PROCESS.

Contact Center 195

Contact Center Measurement Metrics Omnichannel 195

Talkdesk

JULY 1, 2020

Spikes in customer interaction volume: With economic and regulatory conditions in a state of flux, many of the variables that impact customers can change quickly and unexpectedly. Contact centers are experiencing a spike in inbound and outbound interaction volume that staff may not be equipped to handle over the phone.

Contact Center 118

Contact Center Omnichannel Multi-Channel Social Media 118

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. Missing key parts of the customer journey?

Contact Center 52

Contact Center Call Center Customer Satisfaction Metrics 52

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. According to ICMI , contact centers have a fairly high turnover rate of 33%.

Contact Center 148

Contact Center Engagement Omnichannel 2019 148

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. However, delivering the much-desired omnichannel experience comes with its own set of challenges.

Omnichannel 143

Omnichannel White Paper Contact Center Touchpoint 143

Upstream Works

JUNE 9, 2022

The contact center was even more complicated. There were too many different customer needs and too many inconsistencies. The contact center agent’s life was not easy, and we saw it just getting more and more complicated. ” Then, an application called UpStart was born.

Contact Center 157

Contact Center Call Center 2006 Virtual Agent 157

BlueOcean

AUGUST 9, 2021

Contact center technologies are certainly in the mix of acceleration. In fact, many recent developments promise to reshape the landscape of customer service completely. The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry.

Contact Center 156

Contact Center Technology 2024 Healthcare 156

TechSee

JUNE 9, 2022

Providing a digital, omnichannel customer experience is a clear imperative. Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. per contact compared to live channels which cost an average of $8.01 per contact.

Omnichannel 145

Omnichannel Customer Experience Contact Center Social Media 145

BlueOcean

APRIL 28, 2020

And in the world of customer care, an industry that has felt the entire spectrum of effects – from drought to tsunami – we’re asking the big questions in anticipation of a better future. How will customer service continue to shift as we move forward? How will omnichannel strategies shift as a result? What about you?

Contact Center 156

Contact Center Culture Omnichannel Customer Care 156

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

TechSee

APRIL 17, 2022

Companies looking to improve their customer journey can use an omnichannel approach that delivers an integrated, continuous customer experience. While there are multiple ways to implement an omnichannel experience, a quick win is to expand the way you deploy “warm transfers.”.

Customer Experience 207

Customer Experience Call Center Omnichannel Insurance 207

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. Listen to the audio or read the article.

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

InMoment XI

SEPTEMBER 18, 2024

So, what does it take to create an exceptional customer experience in healthcare? Discover the most important factors, common challenges, and top trends shaping the future of healthcare customer experience—and how you and your organization can lead the way. What is Customer Experience in Healthcare?

Healthcare 195

Healthcare Customer Experience Touchpoint Omnichannel 195

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand.

Contact Center 52

Contact Center Average Handle Time Touchpoint Customer Journey 52

Playvox

JUNE 28, 2022

During the global pandemic, customers massively turned to digital communications, and, according to consumer studies , this change is here to stay. While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. What Is An Omnichannel Contact Center?

Contact Center 84

Contact Center Omnichannel Competitive Advantage Article 84

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.

Connections 206

Connections Contact Center Average Handle Time Omnichannel 206

CSM Magazine

FEBRUARY 5, 2025

Tech-human hybrid contact centersa revolutionary blend of artificial intelligence and human expertise is redefining the way companies interact with their customers. Hybrid contact centers integrate advanced technology with skilled human agents to deliver faster, more efficient, and personalized support.

Contact Center 52

Contact Center E Commerce E-support Social Media 52

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience?

Omnichannel 95

Omnichannel Customer Experience Contact Center Social Media 95

InMoment XI

OCTOBER 4, 2024

Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? To grasp customer experience management, it’s essential to first understand customer experience itself.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Upstream Works

AUGUST 11, 2020

The difference between good and excellent contact center CX is providing customers with a human touch. Agents need to be more than the bots customers interact with, and customers want their interactions with organizations to feel as though they matter to their agent and the company as a whole.

Contact Center 134

Contact Center Interaction Loyalty Connections 134

Upstream Works

MAY 13, 2020

Every contact center has a universal goal: to provide exceptional customer service. It requires a holistic customer experience (CX) strategy, a responsive data strategy and the flexibility to adapt to a changing world. The foundation for omnichannel contact center success is your long-term strategy.

Contact Center 78

Contact Center Omnichannel Customer Journey Exceptional Customer Service 78

InMoment XI

OCTOBER 8, 2024

Did you know that when you improve customer experience , you can realize financial benefits that directly affect the growth of your organization? What is Customer Experience Improvement? The goal of customer experience improvement is to create a positive customer experience where the customer always feels supported.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Comcast – Omnichannel support.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

InMoment XI

DECEMBER 13, 2024

As a result, teams can make informed decisions on improving customer relationships and resolving issues. Call Center Dashboard vs Contact Center Dashboard A call center dashboard tracks performance by focusing on phone-based interactions. Primary uses of the dashboard include: 1.

Call Center 195

Call Center Contact Center Social Media Metrics 195

Upstream Works

JUNE 10, 2020

With so much of business shifting to virtual spaces, the contact center has taken on a new kind of prominence that no one could have anticipated. Everyone is learning on the fly – businesses, customers and vendors. The Contact Center as an Essential Service. What Customers Really Want.

Contact Center 78

Contact Center Omnichannel Customer Journey Engagement 78

Talkdesk

SEPTEMBER 4, 2020

Omnichannel banking: Customer expectations towards digital service are growing fast. Customers seek around-the-clock, personalized and efficient support to solve their issues through the digital channel that is most convenient for them. Superior service that wows customers happens in the cloud. Conclusion.

Banking 114

Banking Contact Center Omnichannel Financial 114

Playvox

JANUARY 24, 2022

Delivering exceptional customer experiences is the new competitive advantage. While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

Oracle

NOVEMBER 20, 2020

Thanks to advanced digital technologies, companies now find themselves in a position to truly transform the contact center customer service experience. Contact centers traditionally have been separate from the main business of companies, which generates problems with contact center customer service performance.

Contact Center 97

Contact Center Technology Customer Service Omnichannel 97

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Be Responsive. Be Proactive. Be Empathetic And Capable.

Call Center 157

Call Center Customer Experience Omnichannel Contact Center 157

Upstream Works

SEPTEMBER 30, 2021

The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. The current state of customer experience is more challenging. Think Beyond the Contact Center.

Contact Center 78

Contact Center E Commerce Omnichannel Social Media 78

Think Customers

DECEMBER 19, 2024

The customer experience (CX) landscape is constantly evolving with changing technologies, customer behaviors, challenges, and opportunities. As we head in 2025, here are 5 major trends that will reshape the way CX is delivered in the contact center. Read the issue here.

2025 52

2025 Contact Center Customer Experience Insights 52

ShepHyken

NOVEMBER 14, 2024

This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support. in 2022 to 28.1%

Employee Experience 65

Employee Experience 2024 Contact Center Hospitality 65