eglobalis
MARCH 24, 2025
This detailed analysis explores the current limitations that prevent AI agents from fully replacing human operators in contact centers, supported by practical examples from industry leaders across sectors, revealing why human involvement remains indispensable.
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?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
eglobalis
APRIL 6, 2025
This three-part analytical series aims to dissect and explain the most critical dimensions of value creation in technology, telecom, contact centers, and high-tech manufacturing. Example : SAPs value management practice quantifies business value both before and after implementation, aligning their compensation with customer results.
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. Who serves as the primary point of contact?
Advertisement
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.
InMoment XI
DECEMBER 17, 2024
To avoid this problem, you need a customer experience manager to break down silos, unify your tech stack, and unite your directors, VPs, and business units with the ultimate goal of creating a friction-free, productive, and delightful customer experiencefrom onboarding to renewal and advocacy. What Background Should a CX Manager Have?
InMoment XI
OCTOBER 19, 2023
In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. What is a Contact Center and How Does it Work? They serve as centralized hubs where businesses manage customer interactions.
Advertisement
Learn how cloud-based solutions and a managed services approach can reduce costs. Give your contact center the flexibility and scalability it needs to meet ever-changing demands!
Advertisement
As contact center needs and pain points have evolved, so have contact center buying processes. Workforce Engagement Management. This guide covers: Omnichannel & Inbound. This guide covers: Omnichannel & Inbound. Agent Experience. AI / Self-Service. And more.
Speaker: Sam Hahn, VP of Technology & Technology Evangelist, eGain Corporation
If AI is a red-hot topic, AI and knowledge management for contact centers is white hot! Register for upcoming webinar “Beyond the Hype: Contact Center AI That Works”. You will learn top trends, proven use-cases, best practices, and real-world at-scale success stories for contact center AI.
Advertisement
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.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce. Attendees will walk away with insight on the following: Critical components for coaching programs.
Advertisement
When was the last time you took a step back and really examined the quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center.
Advertisement
Verint is named an Exemplary Leader in the 2023 Customer Experience Management Value Index by Ventana Research. Building a successful CX program requires teams to share data seamlessly across multiple functions, including support services, contact center, marketing, and sales.
Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX
But how do contact center leaders assess, manage, and coach agents to show empathy? Emotional Intelligence provides a framework for understanding and managing human emotions. Take away valuable exercises and job aids to coach agents and improve empathy skills in your contact center. Can empathy be taught?
Expert insights. Personalized for you.
326 
Let's personalize your content