Articles
Tag: contact centers
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Call Center Leadership: Looking to the New Year
Call center leaders caught up with CMSWire and shared their focus areas for improvement in agent experience and business outcomes.
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Automation Anywhere Releases New Contact Centers Solution
Automation Anywhere released its latest addition, Automation Anywhere for Contact Centers, an AI-driven automation solution.
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Customer Experience Strategies to Annoy or Delight Your Customers
No company goes out of its way to produce miserable customer experiences. And yet, they happen.
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Talkdesk Strengthens Microsoft Integration to Improve Contact Center Experience
Talkdesk deepened its integration with Microsoft Dynamics 365 to improve the experience of contact center workers.
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5 Skills Contact Center Employees Need Beyond Empathy
Call-center employees face stressful situations on a daily basis — irate customers, high targets and more. What skills can help them cope?
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Delivering Quality Customer Experience When Agents Work From Home
The era in which 90% of agents worked in a contact center is over. Work-from-home has become an important part of the agent mix.
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Controlling Contact Center Costs the Right Way
Cost-control efforts in the contact center needn't entail across the board cuts, mandated call times or forcing unwilling customers into automated systems.
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Why Augmented Reality Will Be Your Next Customer Channel
Augmented reality will soon be essential to the customer experience, and customers will be able to complete transactions entirely within AR environments.
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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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Avaya Files for Chapter 11 Bankruptcy, Looks Ahead
It's underlying business is just fine, CEO Kevin Kennedy says -- it is just its financial structure that needs a reboot.
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Improve First Call Resolutions for a More Profitable Holiday Season
As the year-end holiday season kicks into full gear, customer contact center agents will be tasked to maintain customer experience in the face of increasing demand. According to the National Retail Federation’s 2016 forecast, sales are expected to increase by 3.6 percent to $655.8 billion this year.
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Can NICE Close the Revolving Door of Call Center Agent Turnover?
NICE's next iteration of its flagship system and related products will be infused with intelligence, productivity and an empowered agent.
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Contact Centers Struggle To Do Too Much With Too Little
Contact center executives appear to have suffered through a tough 2015, but the New Year may not bring much relief. The findings of a freshly released survey of contact center executives conducted by the Bethesda, Md.-based conference company, Consero Group, point to an industry squeezed by limited resources and
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Chasing Profitability in Your Contact Center
Businesses want to increase revenue (no surprises there). And this desire to maximize profitability is driving a new contact center model: the blended contact center. Blended contact centers are responsible for both outbound and inbound calls.
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