ShepHyken

MARCH 26, 2019

It can eliminate mundane, repetitive task for support center agents and help them build better rapport with their customers, which thereby improves the customer experience. Social media has transformed how customers and businesses interact. They should be less concerned with statistics and more concerned with people.

White Paper 126

White Paper Contact Center E-support Social Media 126

Playvox

NOVEMBER 3, 2021

According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. Teamwork, sharing knowledge and best practices feed company culture.

Contact Center 103

Contact Center Culture White Paper Competitive Advantage 103

Calabrio

JULY 29, 2016

Smart contact center leaders know that the benefits of a strong quality assurance program stretch far beyond the walls of the contact center. 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

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. The post Can Artificial Intelligence Replace Contact Center Agents?

Contact Center 56

Contact Center White Paper Virtual Agent Consulting 56

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. WFH Insights. Competitive Sourcing Insights.

Contact Center 52

Contact Center Workshop White Paper 2021 52

Calabrio

SEPTEMBER 21, 2016

The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. contact centers racked up more than 200 billion minutes of inbound calling.

Contact Center 59

Contact Center Technology White Paper 2016 59

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Customer Feedback – Engage customers immediately following their interaction with agents via short, dynamic surveys.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Only about a third of consumers are happy with their last interaction.

Contact Center 49

Contact Center White Paper Omnichannel 2018 49

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. Computer vision also enables gradual automation towards full self service with device recognition and augmentation.

Call Center 84

Call Center White Paper Contact Center Customer Care 84

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges. Real-time data.

Contact Center 56

Contact Center White Paper Social Media Roadmap 56

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. For these instances, only a trained contact center agent can provide assistance. Empowering your team.

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. For these instances, only a trained contact center agent can provide assistance. Empowering your team.

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. For these instances, only a trained contact center agent can provide assistance. Empowering your team.

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged. Invest in your agents.

Contact Center 40

Contact Center Engagement White Paper Social Media 40

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged. Invest in your agents.

Contact Center 40

Contact Center Engagement White Paper Social Media 40

inmoment

SEPTEMBER 6, 2018

One of our main objectives at InMoment is to create products that get rid of the sense of impending doom customers associate with contact centers, and replace it with a state of resolution and peace. Contact centers that are not part of an organization’s primary business are commonly not included in strategy sessions.

Contact Center 40

Contact Center Customer Experience White Paper Touchpoint 40

SaleMove

MAY 14, 2021

Digital Customer Service helps make make any live interaction with customers simple and easy. We explore this topic further in our white paper, “ How P&C Insurers are Using Digital Customer Service as a Differentiator.”

Insurance 52

Insurance White Paper Contact Center Call Center 52

NICE inContact

FEBRUARY 24, 2021

The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected.

White Paper 66

White Paper Consumers Healthcare Contact Center 66

Calabrio

JANUARY 2, 2020

One key component for inspiring better interactions between companies and their customers is Calabrio having a fully unified approach and identity. Therefore, on January 13 we will completely unite under the Calabrio brand. Seamless and consistent communications. We’ve made it easy to communicate with us. Stay connected, stay social.

Brands 88

Brands White Paper Social Media Webinar 88

Integrity Solutions

APRIL 19, 2024

According to Observe.AI’s State of Contact Center Conversation Intelligence report, 82% of contact centers engage with customers via the phone. You can interact thoughtfully with their LinkedIn posts or congratulate them on a new role or promotion, a work anniversary or even a birthday.

Sales 103

Sales Loyalty White Paper Contact Center 103

Calabrio

JANUARY 2, 2020

One key component for inspiring better interactions between companies and their customers is Calabrio having a fully unified approach and identity. Therefore, on January 13 we will completely unite under the Calabrio brand. Seamless and consistent communications. We’ve made it easy to communicate with us. Stay connected, stay social.

White Paper 76

White Paper Social Media Webinar 2020 76

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. But first, let’s quickly explain what is meant by ‘digital customer experience excellence’. Available 24/7 .

2022 98

2022 Customer Experience Omnichannel White Paper 98

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges. Real-time data.

Contact Center 40

Contact Center White Paper Social Media Roadmap 40

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges. Real-time data.

Contact Center 40

Contact Center White Paper Social Media Roadmap 40

Calabrio

MAY 3, 2017

Contact centers also provide channels for inbound and outbound customer interactions , yet many marketing departments don’t consider them part of their voice-of-the-customer (VoC) mix. For CMOs, here are five reasons the contact center should be marketing’s new best friend. It’s time to widen the VoC lens.

Contact Center 40

Contact Center White Paper Advertising Marketing 40

West Monroe

OCTOBER 15, 2018

As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents , the role of the contact center agent will change tremendously in the years to come. Consider comparing contact center agents to a diamond in the rough.

White Paper 40

White Paper Contact Center Engagement Customer Care 40

Think Customers

OCTOBER 4, 2021

Chatbots and messaging each serve a vital role in the overall customer journey, and contact centers need to know when is the right moment to deploy an automated or human response. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. What’s a chatbot? What is messaging?

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

Eptica

FEBRUARY 6, 2019

For deeper insights you need to analyze the many real interactions that your organization has with customers every day, such what they say on email, chat or social media. Reading through qualitative data, such as free text interaction was once a time-consuming, often manual process but now you can do it at scale using AI and text analytics.

2008 73

2008 White Paper 2019 Automotive 73

Think Customers

APRIL 12, 2022

On average a contact center associate needs to handle complex applications, urgent customer needs, and all the manual inefficiencies that come with service inquiries. Tackling time-consuming tasks reduces the physical and often mental drain on associates to focus their energy on high-tier interactions.

White Paper 52

White Paper Contact Center Customer Satisfaction Technology 52

8x8

JANUARY 3, 2018

Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. This often depends on the degree of customer churn in an industry or complexity of the customer interactions with an organization.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. This often depends on the degree of customer churn in an industry or complexity of the customer interactions with an organization.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. This often depends on the degree of customer churn in an industry or complexity of the customer interactions with an organization.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management.

Contact Center 52

Contact Center White Paper 2021 2022 52

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. This year, we will finally witness the tipping point where digital channels —email, chat, social, text, messaging—overtake voice in the contact center. 2018 Trend 1: Digital Channels Finally Overtake Voice. Here, we dissect CX Trend No.10:

2018 45

2018 White Paper 2014 Contact Center 45

Avaya

MAY 20, 2019

1 in the global contact center systems market and Verint a recognized global leader in Workforce Engagement ). Virtual assistants, for example, can help siphon off repetitive, tedious and time-consuming interactions so that when agents do handle interactions they more complex and interesting in nature.

White Paper 11

White Paper Net Promoter Score Marketing Contact Center 11

CSM Magazine

JANUARY 24, 2023

Not limited to standard text interactions, ChatGPT can write poetry, help debug code and even troubleshoot IT issues. This could help contact centers to improve the efficiency and accuracy of their customer service operations. How could contact center agents take advantage of ChatGPT? Question 3.:

White Paper 52

White Paper Contact Center Events Download 52

Natalie Petouhof

AUGUST 15, 2022

It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. But nearly half of companies lack customer identification information during real-time digital and voice interactions. Original Article by Ginger Conlon.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52