Articles
Tag: contact centers
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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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Altocloud Claims It Can Help You Reach Your Customers - Now
A Silicon Valley startup is coming out of stealth mode to help you connect with your customers in real time. The company, Altocloud, is releasing what it describes as a unique solution today, which combines machine learning and predictive analytics with real time communications within websites and mobile apps.
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How Is Your Customer Service Team Doing?
You can't underestimate the importance of customer service. After all, your products and services are only as good as the customer service team ready to support them. So what does your business need to know? Let's take a look at CFI Group's Contact Center Satisfaction Index (CCSI), which notes trends
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New Fashioned Customer Service: Restoring Intimacy
Remember the good old days when you could call your favorite store, took it for granted you could talk with the same person just about every time and didn’t have to explain things multiple times if you had to call more than once to resolve an issue? Welcome back to
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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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Zendesk, Genesys Form Contact Center Software Alliance
Companies are investing in contact center software. Last week, inContact bought Uptivity for $48 million. Today, 2,500-employee Genesys forms an alliance with Zendesk. Customer experience and contact center provider Genesys is integrating its cloud contact center solution with the Zendesk customer service platform.
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InContact's $48 Million Buy Targets Mid-Sized Contact Centers
Data's good for customer experience. Data's bad for customer experience. This pie is sliced in many ways. This week, cloud-based contact center solutions and optimization provider inContact spent $48 million to ensure its clients have the right tools to optimize data and provide a solid customer experience.
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