Fonolo

APRIL 10, 2019

Contact center software and CRM software have been on a slow collision course for decades. How to Reduce Contact Center Costs AND Improve Customer Service. Who should watch: VPs & Directors of Contact Centers. VPs & Directors of Contact Channel Performance. How can we make this more concrete?

Contact Center 98

Contact Center CRM Gaming Customer Service 98

Uniphore

OCTOBER 21, 2021

This empowers contact center agents to deliver highly effective, personalized and empathetic interactions. Digital transformation is key to contact centers providing the ultimate modern day customer service experience and how conversations are handled during the entire customer journey — pre, during and post interaction.

Contact Center 189

Contact Center Education Healthcare AI 189

Fonolo

APRIL 11, 2019

It’s imperative in a time of high competition and demand that your contact center is in optimal condition. Business consultant Peter Drucker noted, “the purpose of a business is to create a customer,” and the purpose of the call center is to maintain the customer. Use Advanced Analytics.

Contact Center 87

Contact Center Education Business Consulting Technology 87

DMG Consulting

OCTOBER 13, 2023

AI: The Future Brain of Contact Centers View this article on the publisher’s website. But the benefits do not come without risks, and as with anything new and innovative, it will be up to society to ensure that AI is used properly. But the technology is just one piece of the challenge.

Contact Center 77

Contact Center AI Artificial Intelligence Government 77

CX Accelerator

OCTOBER 26, 2019

Shep Hyken Shuri (Black Panther’s Sister) She's fierce, she's lovely, a genius inventor and innovator, she leverages technology smartly, and she's always anticipating future needs! When he found himself in the future, he didn't complain - he worked to educate himself - a growth mindset. " He's all about the customer!

CX 303

CX Contact Center Start-ups Education 303

Execs In The Know

AUGUST 10, 2021

WFH contact center roles are nothing new, but the pandemic contributed to many organizations shifting more of their workers to this construct by necessity. Perfecting the work-at-home contact center model. In our experience, that equates to taking a “human-centered” approach to contact center design and operation.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience , Author, Coach, and Educator. Karen is the principal of Co.-Design

CX 156

CX CXM Government Contact Center 156

Fonolo

OCTOBER 26, 2022

Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. You’re dealing with high turnovers in contact centers, making it difficult to retain talent. Here’s the thing: call center agents have monotonous days. 5 Ways to Motivate Call Center Agents. Everything goes downhill.

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

Fonolo

NOVEMBER 13, 2018

Mark your calendars for these educational and inspiring events, listed chronologically here (And: If you think we forgot a relevant event, feel free to reach out and let us know!). Customer Contact East: A Frost & Sullivan Executive Mind Xchange. Northeast Contact Center Forum (NECCF). When: April 7-10, 2019.

Customer Service 108

Customer Service Contact Center Innovation Social Media 108

Fonolo

NOVEMBER 21, 2017

Now let’s take that scenario and think about how to show the same amount of gratitude to call center agents. Even though employee appreciation may seem like common practice, most contact center agents feel unappreciated and disengaged. In the season of giving thanks, let’s send some love to contact center agents.

Contact Center 64

Contact Center Social Media Voice of the Employee Education 64

CX Accelerator

JANUARY 11, 2021

Tony understood that if you treated your people right and provided them with tools and education, memorable customer experiences would result. Be kind, treat your teams well, innovate, and work hard. An innovative mindset. First, his innovative mindset towards customer service and CX. Thank you for those lessons, Tony.".

CX 182

CX Innovation Contact Center Education 182

Fonolo

JANUARY 4, 2018

Every year we read about what promises to be the hottest contact center trends. The call center landscape is more complex than ever, and wasting time on trends that don’t benefit you will only lead to failure. VPs & Directors of Contact Centers. This list can, all too often, be endless.

Contact Center 59

Contact Center Social Media Education Innovation 59

Fonolo

APRIL 23, 2019

And we at Fonolo know how to kick things off: We’ll be exhibiting at the highest-rated event for contact center professionals: ICMI’s 2019 Contact Center Expo and Conference, taking place May 13-16 at The Diplomat Beach Resort in Hollywood, Florida. How to Reduce Contact Center Costs AND Improve Customer Service.

Contact Center 57

Contact Center Education Gaming Customer Retention 57

DMG Consulting

AUGUST 31, 2018

Question: What can we do to attract candidates for contact center agent job openings? Answer: With 2018 US unemployment rates hovering near 18-year lows, contact center leaders need to think outside the box when attempting to fill agent positions. However, one area that has seen little change is agent pay.

Contact Center 59

Contact Center Artificial Intelligence Construction Education 59

Fonolo

SEPTEMBER 19, 2018

In addition to monitoring and responding to customer support requests in a timely and educated fashion, companies can think ahead and employ social media in other ways that will boost overall customer experience. Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Contact Channel Performance.

Social Media 237

Social Media Contact Center Non-Profits Education 237

Fonolo

JULY 18, 2018

There is much debate around what the right metrics are for measuring a customer’s experience when using single or multiple contact channels to resolve an inquiry or problem. CX metrics are critical to any industry running a contact center. Who should attend: VPs & Directors of Contact Centers.

Contact Center 59

Contact Center CX Education Innovation 59

Fonolo

FEBRUARY 13, 2019

The availability of this information helps the whole industry become more innovative. Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. Who wrote it: Contact Babel. This year’s edition is based on questionnaires answered by 222 contact center managers and directors, and weighs in at a healthy 363 pages!

Contact Center 57

Contact Center Technology Technology Customer Service 57

Fonolo

SEPTEMBER 4, 2018

Rowan Trollope , CEO of Five9, agreed in his recent blog post (emphasis added): The trend in the contact center is different than self-driving cars in one important way: While I can envision a future where no humans drive cars, I can’t envision a future in which contact centers have no human agents.

AI 209

AI Contact Center Start-ups Innovation 209

Fonolo

NOVEMBER 27, 2018

Who should attend: VPs & Directors of Contact Centers. Thomas is an expert in the design of innovative new communications services, particularly in the application of modern Web technologies to extend traditional telecom infrastructures. Implications of Engaging through Text. Plus so Much More! The Panelists. Thomas Howe.

Customer Service 119

Customer Service Contact Center Hospitality Hospitality 119

Taylor Reach Group

MARCH 7, 2018

Major Financial Institution Upgrading CX and Contact Center Technology with Consultancy Advice via The Taylor Reach Group, Inc. Vendor agnostic, Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. TORONTO (PRWEB) March 07, 2018. said Taylor. About The Taylor Reach Group, Inc.,

Contact Center 48

Contact Center Government Technology Technology 48

Fonolo

JUNE 12, 2019

According to an Accenture study , consumers’ top two complaints were: Having to contact customer service multiple times; and. This consumer pet peeve is exacerbated by the fact that contact centers routinely face expected, and unexpected, spikes in call volume. VPs & Directors of Contact Centers.

Contact Center 99

Contact Center Social Media Customer Satisfaction Education 99

Fonolo

APRIL 18, 2019

How to Reduce Contact Center Costs AND Improve Customer Service. To achieve the kind of cost savings that truly impact the bottom line, contact center leaders need to reconsider the typical ho-hum tactics. Who should watch: VPs & Directors of Contact Centers. Successful case studies. Plus, so much more!

Contact Center 59

Contact Center Customer Service Education Technology 59

Experience Investigators

OCTOBER 5, 2021

There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor. Listen in a contact center or get recordings to share. This leads to innovation and better experiences for customers. . And there are CX teams dedicated to customer journey design and improvements.

CX 133

CX Social Media Contact Center Customer Journey Map 133

Fonolo

JUNE 21, 2018

Almost every center experiences them, and most don’t know how to handle the volume without adding more agents. Every contact center is different, which means that peak times can take on various forms. VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media.

Contact Center 52

Contact Center Social Media Compliance Education 52

CX Accelerator

OCTOBER 26, 2019

Shuri (Black Panther’s Sister) She's fierce, she's lovely, a genius inventor and innovator, she leverages technology smartly, and she's always anticipating future needs! ~ , Becky Roemen. When he found himself in the future, he didn't complain - he worked to educate himself - a growth mindset. Groot I am Groot. ~ , I am Groot.

CX 182

CX Contact Center Start-ups Education 182

CX Accelerator

OCTOBER 26, 2019

Shuri (Black Panther’s Sister) She's fierce, she's lovely, a genius inventor and innovator, she leverages technology smartly, and she's always anticipating future needs! ~ , Becky Roemen. When he found himself in the future, he didn't complain - he worked to educate himself - a growth mindset. . ~ , Matt Cromwell.

CX 182

CX Contact Center Start-ups Education 182

Fonolo

APRIL 4, 2019

When it comes to contact center ‘best practices,’ the library runneth over: Hundreds of articles and reports have been written on the practical ways contact centers can reduce operating expenses without sacrificing quality. So, can you reduce contact center costs and improve customer service? The answer?

Contact Center 10

Contact Center Customer Service Technology Technology 10

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Customer Contact East: a Frost and Sullivan Executive Exchange April 8 – 11, Marco Island, FL. You’ll leave with answered to your top questions.

Contact Center 51

Contact Center Artificial Intelligence Customer Experience CEM 51

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Learn from Fortune 500 companies and innovative start-.ups Customer Contact – Europe: June 11-13, Dublin, Ireland. Proving everything can happen.

Contact Center 48

Contact Center CX Healthcare Social Media 48

Fonolo

FEBRUARY 27, 2019

This chart come from Contact Babel’s US Contact Center Decision-Maker’s Guide, available here. Their estimate is that the global cloud-based contact center market is expected to grow from $6.80 Or reaching a steady-state balance between cloud and premise? Unfortunately, it’s hard to get clear data. Global Outlook.

Contact Center 91

Contact Center Outlook Start-ups Technology 91

Fonolo

JANUARY 16, 2019

Who should attend: VPs & Directors of Contact Centers. Thomas is founder and CEO of award-winning Expivia, a USA BPO omni-channel contact center located in Pennsylvania. He has 25 years of experience in all facets of contact center operations. Plus so Much More! VPs & Directors of Customer Service.

Contact Center 85

Contact Center Social Media Education AI 85

Fonolo

JANUARY 14, 2020

Top Pick: Promoting a digital-first mentality throughout the contact center. Top Pick: Customer self-service and the role of cloud contact centers. Quiseng’s blog features content from leading professionals in the industry, making it easy to review material from the most insightful, innovative thinkers in the business.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Fonolo

AUGUST 30, 2018

In particular, AI is having a noteworthy impact on the contact center industry, a space that represents the front line and links businesses with customers. What Can Contact Centers Expect from AI? Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Contact Channel Performance.

AI 73

AI Artificial Intelligence Contact Center Customer Experience 73

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Fonolo

JANUARY 11, 2018

Therefore, businesses must remain on the pulse of new innovations to ensure consistency and quality. The ability to quickly address customer issues, without adding volume and stress to the contact center is not only cost-effective, but just plain smart business. Webinar] 3 Critical Contact Center Trends to Watch in 2018.

Social Media 87

Social Media Customer Service Contact Center Innovation 87

Fonolo

JANUARY 29, 2019

The global cloud-based contact center market is expected to grow from (what was) USD 6.80 The term “call center” originated in 1983 with the first sentence written in a Data Communications piece (according to OED ). Who should attend: VPs & Directors of Contact Centers. That’s a whopping 25.2%

Contact Center 85

Contact Center Omnichannel Entertainment Social Media 85