UJET

DECEMBER 2, 2020

To learn more about the viability of IVAs and limits of zero-footprint contact centers, please see DMG’s white paper, Will Robots Make Live Agents Obsolete? The post Can Artificial Intelligence Replace Contact Center Agents? appeared first on UJET.

Contact Center 72

Contact Center White Paper Virtual Agent Consulting 72

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.

Contact Center 65

Contact Center Engagement White Paper Social Media 65

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

ShepHyken

MARCH 26, 2019

Having multiple methods of contact, or channels, removes effort from customers, which customers really like. Contact centers and companies alike need to reorient themselves so that the customer is at the center of their operations. Social media has transformed how customers and businesses interact.

White Paper 126

White Paper Contact Center E-support Social Media 126

UJET

DECEMBER 2, 2020

To learn more about the viability of IVAs and limits of zero-footprint contact centers, please see DMG’s white paper, Will Robots Make Live Agents Obsolete? The post Can Artificial Intelligence Replace Contact Center Agents? appeared first on UJET.

Contact Center 56

Contact Center White Paper Virtual Agent Consulting 56

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

Talkdesk

MAY 22, 2020

Using my experience of switching contact center provider to Talkdesk® as an example, the following three ways of data gathering were particularly helpful: Other professionals: What challenges did they face? White papers: What research already exists? I made sure to note the outcomes.

White Paper 94

White Paper Contact Center Call Center Technology 94

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. Read about these three emerging outsourcing priorities in the blog post written in conjunction with our Optimizing Pandemic Contact Center Outsourcing Relationships workshop.

Contact Center 52

Contact Center Workshop White Paper 2021 52

NICE inContact

JULY 26, 2019

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? So, what might you consider as you integrate artificial intelligence into your contact center? Find out how adding chatbots in your call center can provide better service and overall satisfaction. Huge investments?

Contact Center 55

Contact Center White Paper Call Center Download 55

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

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge.

Contact Center 48

Contact Center Customer Experience White Paper Customer Service Representative 48

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge.

Contact Center 48

Contact Center Customer Experience White Paper Customer Service Representative 48

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge.

Contact Center 48

Contact Center Customer Experience White Paper Customer Service Representative 48

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET.

Contact Center 56

Contact Center White Paper Roadmap Consulting 56

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job. Why go “cloud” or stay with an on-premises system?

Contact Center 54

Contact Center White Paper 2012 Call Center 54

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job. Why go “cloud” or stay with an on-premises system?

Contact Center 54

Contact Center White Paper 2012 Call Center 54

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. Check out the “ Is Your Contact Center Ready for a Workforce Optimization Solution ” infographic.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

Tricia Morris

SEPTEMBER 4, 2015

In a recent white paper , ThinkJar Founder and Principal Esteban Kolsky, agreed that this is a commonly heard frustration. . ——————– Get More Information on Knowledge for Customer Service.

White Paper 85

White Paper Engagement Customer Service 2015 85

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. Here are five key takeaways, in no specific order, to improve contact center performance.

Contact Center 49

Contact Center White Paper Omnichannel 2018 49

Talkdesk

JULY 20, 2020

As the pandemic continues and fully remote operations become “the new normal”, organizations must reevaluate their virtual call center approach and determine the best strategy for its implementation. Enterprises must consider the implications of a full-time transition from a physical to a virtual contact center.

Call Center 93

Call Center White Paper Contact Center Download 93

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

NICE inContact

NOVEMBER 2, 2021

For contact centers, this includes getting agents on board by explaining why customer experience matters and providing the technology agents need to be successful. To learn more, download our complimentary white paper, The Ultimate CX Agent Guide: Hiring, training, onboarding, and measuring agents in a digital-first world.

White Paper 83

White Paper Customer Experience Contact Center Download 83

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.

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.

Contact Center 40

Contact Center Engagement White Paper Social Media 40

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.

Call Center 84

Call Center White Paper Contact Center Customer Care 84

Talkdesk

MAY 28, 2020

The extra cost of extending your VPN connection means buying and building out technology that will no longer be used once your agents return to the contact center. Here’s an excerpt of the white paper: Identifying the issue with voice over VPN We begin by recognizing the criticality of the voice channel for customer communication. .

White Paper 79

White Paper Contact Center Download Connections 79

Help Scout

AUGUST 11, 2021

Call Center. Contact Center. Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. White papers. Industry News.

Blog 82

Blog White Paper Customer Service Webinar 82

NICE inContact

OCTOBER 29, 2018

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. Contact Center software and hardware is replaced every couple of years because it either wears out or because it no longer provides needed functionality.

Contact Center 48

Contact Center White Paper Call Center Omnichannel 48

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

We explore this topic further in our white paper, “ How P&C Insurers are Using Digital Customer Service as a Differentiator.” P&C insurers can layer rich collaboration on any of their existing quoting, application, servicing or claims web experiences.

Insurance 52

Insurance White Paper Contact Center Call Center 52

ShepHyken

JULY 15, 2016

For instance, say your organization relies on customer surveys and other conventional forms of customer feedback but has considered exploring other sources of customer feedback such as recorded calls in the contact center that can be analyzed to identify trends or sources of customer frustration that can be acted on.

Blog 79

Blog White Paper Customer Experience Customer Journey Mapping 79

NICE inContact

FEBRUARY 24, 2021

In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected. It’s having major impacts throughout the industry, including on the contact centers that interact with those consumers on behalf of healthcare organizations and providers.

White Paper 66

White Paper Consumers Healthcare Contact Center 66

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Seamless and consistent communications. We’ve made it easy to communicate with us.

Brands 88

Brands White Paper Social Media Webinar 88

ClearAction

OCTOBER 4, 2015

There are a lot of misconceptions and erroneous labels of "CX strategy" As explained in the white paper " Customer Experience Strategy: Exploring the Success Factors ", a shared vision across the C-team is necessary. 4) Avoid Being Duped. d) Step back and look at things from a customer's viewpoint.

Customer Experience 118

Customer Experience White Paper ROI Financial 118