Articles
Tag: call centers
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Striking the AI and Human Balance in Customer Experience
Excellent customer experience requires striking the proper balance between AI and humans.
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4 Questions to Ask Before You Send In the Chatbots
The customer experience model of today looks different than it did even five years ago, yet certain pillars of customer experience remain. With the introduction of any new tool for customer engagement, you must strive to make experiences more personal, available and efficient.
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How to Make the Most of Your Contact Center Data
Your company’s contact center is more than just a hotline for fielding customer questions or complaints. And if you're still viewing it that way, it’s time to say goodbye to that outdated perception. Contact centers are your hub for delivering outstanding customer service.
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Liveops New Skill Builder Teaches Call Center 'Soft Skills'
Liveops is adding to its collection of training services today with a new customizable distance learning program for contact center workers called Skill Builder.
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Here's How to Slice and Dice Your Call Center Data
If you’ve ever had a problem with a product, there’s a good chance you picked up the phone and called customer support.
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Welcome Amazon Connect, the AWS Call Center Platform
Amazon Web Services (AWS) just released Amazon Connect — its "simple, scalable and reliable service" for running call centers. The service uses automatic speech recognition and artificial intelligence, some of the same technology used by Amazon.com’s own customer service system, to route and manage calls.
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Genesys Grabs at Global Scale with $1.4B Interactive Intelligence Buy
The point of the deal is to create an omnichannel entity with global scale and multinational-quality reliability.
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Customer Service Success Starts at the Source
It feels like customer service -- or rather, the lack thereof -- is making headlines on a daily basis lately. Comcast is one example of a company that has faced service misstep after misstep. And these blunders are having a lasting impact on Comcast’s brand. A recent report from SurveyMonkey found that Comcast’s
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Technology Can Help Humans Sound Human
It may sound like a simple request, but too often the forces in the customer service universe can easily undermine an organization’s efforts to deliver an exceptional, personalized experience. Please Hold While We Connect You With ...
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![Customer Service on Stage: 3 Ways to Avoid Brand Failure [Infographic]](/~/media/972d2063b23d40baa55f99a68da77bde.jpg?mw=155&mh=117&hash=A81DF10B6D3FC49E6635157A886C5AA5FBCA932A)
Customer Service on Stage: 3 Ways to Avoid Brand Failure [Infographic]
The reports, “Service Transformation: The Business Case” (pdf) and “Reviewing Field Service Strategy: Aligning Focus and Execution,” (pdf) provide important insights that executives should consider in redefining customer service and field service strategy.
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What Customers Want from Contact Centers - and How to Deliver It
When speaking with a customer service agent on the phone, most customers want swift, accurate answers and a human experience. These are the findings of a new online survey conducted by Harris Poll on behalf of NICE. According to the poll, 59 percent of respondents say they most value
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Cloud Disruption in the Call Center
The $22-billion call center market — dominated by legacy solutions from Avaya, Cisco Systems and Genesys — is ripe for disruption. Of the estimated 14.5 million call center agents worldwide, 95 percent of them still sign into on-premise offerings.
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What Not to Say: Words that Cost You Customers
Everyone has a pet peeve about customer experience. Persistent pop-ups that ask annoyingly, "Need help?" Websites with music in their hearts. Videos that start automatically. Hard to find contact information. Contact centers that make you wait on hold ... for what seems like forever. Intricate, thickly branched phone trees.
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Are You Wasting Money on Customer Experience?
It might have been a big waste of time and money. A new study by CX Act, a customer experience improvement firm, shows the most frequently used and most effective customer touch point is personal contact by phone. The study (registration required), which updates a study the company originally conducted
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