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CX Today, Friday, January 24th, 2025
In 2024, many contact centers started pulling in more data from the enterprise ecosystem, made significant AI progress, and placed greater emphasis on journey orchestration to deliver better customer experiences.
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Contact Center Pipeline, Thursday, January 23rd, 2025
Consultants are an essential part of the contact center industry.
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Wise Guy Reports, Thursday, January 23rd, 2025
Businesses face mounting pressure to secure their networks, infrastructure, and data. Cyberattackers often target employees through phishing and social engineering to defraud them or to obtain sensitive data, and this may include credentials.
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Contact Center Pipeline, Wednesday, January 22nd, 2025
Optimizing contact center operations has become more crucial with the difference between a tweet of praise and a viral customer service horror story that can hinge on a single interaction.
more → CMSWIRE, Wednesday, January 22nd, 2025
Why contact centers are no longer just about solving problems - they're driving customer loyalty and growth.
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Destination CRM, Wednesday, January 15th, 2025
Two years ago, OpenAI made its ChatGPT generative artificial intelligence (genAI) chatbot available to the masses, altering the customer experience (CX) technology landscape and accelerating the velocity of innovation.
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StateTech, Tuesday, January 14th, 2025
State and local agencies are widely adopting artificial intelligence use cases for government hotlines.
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Contact Center Pipeline, Tuesday, January 14th, 2025
As 2024 has come to an end, ContactBabel has looked at the thousands of surveys we've carried out with contact centers and customers in the U.S., and made some predictions about what we're likely to see next year.
more → Contact Center Pipeline, Friday, January 3rd, 2025
The January issue is always one of my favorites. Our industry advisors shine their crystal balls and share their thoughts on what 2025 might look like. December is always a good time for reflection; the good, the bad, the ugly.
more → Contact Center Pipeline, Friday, January 3rd, 2025
Our Advisory Board shares timely insights to take into the New Year.
more → RCRWirelessNews, Monday, December 23rd, 2024
In today's dynamic business landscape, it's essential to provide exceptional customer experiences (CX) efficiently while alleviating the burden on agents. This requires the use of automation and related technologies to expedite and manage manual processes, ensuring they keep up with fast-changing customer expectations.
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CIO, Monday, December 23rd, 2024
The help desk is often seen as IT's purgatory - for the issues it addresses and the staff working there. But strategic intelligence and opportunity lurks in this IT 'dungeon.'
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Call Center Times, Monday, December 16th, 2024
The increasing popularity of hybrid working could be encouraging workers to be 'always on', according to new research from Moneypenny and VoiceNation, which shows that the majority of respondents (58%) are accepting work-related communications out of hours.
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Call Center Times, Monday, December 16th, 2024
In almost every instance where I get to talk to call center professionals, a variation of the same issue/question always comes up: 'How do I overcome the lack of energy and focus that comes with doing the same call / script / flow over and over. How do I keep my workforce energized and engaged?'
more → Call Center Times, Monday, December 2nd, 2024
Dina Vance, Senior Vice President from Ulysses Learning, takes on our reader's question this month.
more → Call Center Times, Monday, December 2nd, 2024
Almost as long as there have been call centers, there have also been Business Process Outsourcers (BPOs)--contract companies that deliver those services for companies hoping for simpler operations, lower fixed costs, and better customer outcomes.
more → Call Center Times, Monday, December 2nd, 2024
Metrics have always been an incredibly important part of every contact center. Without them, there is no way to conduct quality assurance or evaluate the performance of your agents. But in recent years, the key metrics used to measure and judge the success and effectiveness of a call center have changed. Here, we're outlining how and why.
more → Call Center Times, Monday, December 2nd, 2024
In today's competitive business environment, industries like solar energy face significant pressure to scale customer service operations while managing costs.
more → Call Center Times, Monday, December 2nd, 2024
UJET, a leading provider of AI-powered cloud contact center solutions, released its first annual AI Maturity Benchmark Report, uncovering an immaturity crisis among AI deployments.
more → Call Center Times, Monday, December 2nd, 2024
Savvy business leaders know that timing is everything when making changes to call center processes. AI integration is no different. Implement too hastily and run the risk of poor execution that negatively impacts customer experience (CX). Implement too late, and you've fallen behind your competitors.
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TechnologyAdvice, Wednesday, November 27th, 2024
Artificial intelligence can optimize and improve customer-facing systems or processes for businesses that provide customer service or a support function like a customer relationship management (CRM) system to customers.
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Search Customer Experience, Friday, November 22nd, 2024
A contact center infrastructure (CCI) is a framework composed of the physical and virtual resources that a contact or call center facility needs to operate effectively. Contact center infrastructure enables businesses to manage customer interactions across multiple communication channels.
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TechnologyAdvice, Thursday, November 21st, 2024
Hosted call centers eliminate upfront infrastructure costs, reduce IT maintenance burdens, and offer a scalable, subscription-based model that adapts to business needs.
more → nojitter, Tuesday, November 19th, 2024
So, you are on hold for the umpteenth time with a contact center, listening to "Greensleeves" on a loop. Every 30 seconds, a robotic voice interrupts to insist, 'Your call is important to us,' but each repetition sounds more like a taunt than a promise.
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eWeek, Wednesday, November 13th, 2024
Businesses are increasingly using artificial intelligence agents to replace or augment the work of human customer service representatives.
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Smart Customer Service, Tuesday, November 12th, 2024
Research firm Technavio expects the global contact center market to grow by $208.2 billion through 2028, at a compound annual rate of 10.7 percent
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TechnologyAdvice, Wednesday, October 23rd, 2024
Interactive voice response (IVR) is a communication system that facilitates engagement through a network of caller inputs and automated responses.
more → theCUBEresearch, Monday, October 21st, 2024
The contact center industry is at a pivotal moment, and Cisco's latest announcement of its Webex AI Agent represents a significant push to reshape customer service interactions.
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IDC, Wednesday, October 16th, 2024
The time has come for the contact center and customer handling environment to jettison the term, 'deflection.' There is an inherent prejudice in the word when used in the context of customer service, that is, it is an operational view.
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TechRepublic, Monday, October 14th, 2024
Managers who over-focus on particular call center metrics are missing the full picture - and probably driving their employees to quit.
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TechRepublic, Monday, October 14th, 2024
A call center knowledge base needs careful consideration to be relevant. Here's how to create a helpful resource call center employees love to use.
more → Digital CxO, Monday, October 14th, 2024
Data analytics are transforming the way contact centers operate, turning customer interactions into valuable insights that drive efficiency and improve service quality. By leveraging analytics, contact centers can optimize operations, enhance agent performance and deliver more personalized customer experiences.
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TechRepublic, Friday, October 11th, 2024
Discover some of the newest call center IVR features plus how they impact agents, customers, and your average wait time.
more → TechRepublic, Friday, October 11th, 2024
Learn practical steps for recognizing and responding to call center burnout - before it's too late.
more → TechRepublic, Friday, October 11th, 2024
Find efficiencies by ensuring agents and managers are following call center best practices. It costs nothing, and the gains can be tremendous.
more → TechRepublic, Friday, October 11th, 2024
Learn exactly how automatic speech recognition allows call centers to take advantage of voice data and better serve customers.
more → Analytics Insight, Friday, October 11th, 2024
Platforms offering free coding courses with certificates to boost your programming skills and career prospects
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TechRepublic, Tuesday, October 8th, 2024
Discover how an outbound dialer can help you reach more prospects and win the numbers game with effective dialing strategies.
more → TechRepublic, Tuesday, October 8th, 2024
IVR pricing gets more complex as your needs get more advanced. Here's how to avoid being blindsided by rising IVR costs.
more → Search Customer Experience, Friday, October 4th, 2024
Contact centers can be sitting ducks for fraudsters, but comprehensive agent training, authentication techniques and advanced technologies can protect businesses and customers.
more → Search Customer Experience, Thursday, October 3rd, 2024
A well-designed monitoring program identifies customer pain points and gathers valuable intelligence that can improve agent performance and CX, as well as products and services.
more → Search Cloud Computing, Monday, September 30th, 2024
A call center is a centralized department of customer service professionals who handle inbound and outbound calls from current and potential customers. Call centers are located either within an organization or are outsourced to another company that specializes in handling calls.
more → TechRepublic, Friday, September 6th, 2024
Discover seven easy, 30-minute tweaks you can make to optimize the contact center experience for your customers by this time tomorrow.
more → Destination CRM, Tuesday, September 3rd, 2024
The contact center infrastructure (CCI) market is a framework of physical and virtual resources, including equipment, software, and services, that enable customer service organizations to manage customer interactions across multiple channels.
more → TechRepublic, Thursday, August 29th, 2024
Learn everything you need to know about contact centers, from terminology and features to enterprise capabilities and deployment types.
more → Search Customer Experience, Tuesday, August 27th, 2024
The alarming rise in contact center turnover rates negatively impacts agent morale, customer interactions and ROI. In many ways, AI is seen as both the cause and the solution.
more → Search Customer Experience, Wednesday, August 21st, 2024
If customers know organizations can keep their data safe in the contact center, they have more positive experiences. This checklist of best practices can help establish that trust.
more → StateTech, Tuesday, August 20th, 2024
Citizens look to state and local governments for an efficient experience.
more → WhatIs, Friday, August 16th, 2024
Call management is a process in which inbound telephone calls are routed to call center agents. For organizations with call centers, an efficient management system is important for handling and tracking calls.
more → Search Customer Experience, Monday, August 12th, 2024
Contact center agents must have a wide range of interpersonal and technological skills to interact with customers and resolve their issues in a timely and empathetic manner.
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