Latest Contact Center Best Practices

Aug 12

Artificial Intelligence and Customer Service- Oil and Water?

Posted by Rachel Brink on Aug 12, 2016 9:27:09 AM
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The customer service space has undoubtedly evolved over the past several years, and the momentum is not expected to slow down as artificial intelligence (AI) continues to advance. AI-powered voice recognition software—known to the customer service space as the “virtual agent”—has already made its way into many of today’s contact centers, replacing live agents to assist clients with a variety of tasks and inquiries. Coupled with the proliferation of messaging apps, many are also beginning to see the development of chatbots—software programs that use messaging as the interface through which to carry out any number of tasks, from checking an account balance, to making a reservation, to helping users buy a pair of shoes. Virtual assistant startup, Interactions, recently secured an additional $56 million in funding, indicating that the trend is certainly picking up speed.

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Topics: artificial intelligence, self-service, customer service, virtual agents, contact center

Jul 22

Are walls truly falling in the contact center space?

Posted by Rachel Brink on Jul 22, 2016 10:59:40 AM
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As the technology used to power contact centers has become more advanced, organizations around the globe are beginning to form a less rigid definition of “center”, enabling a large percentage of their agents to work remotely, or “work from home”. They are also increasingly relying on multiple sites for their customer engagement initiatives. In fact, just a short twelve months back, 53% of respondents managed customer engagements through one or zero contact center, a number that has since fallen to 51%, and is predicted to shrink to 39% in twelve months. Interestingly enough, the number of contact centers with more than five locations is steadily decreasing—while 16% had more than five locations twelve months ago, only 14% do I the present, and only 13% will in twelve months. The sweet spot appears to be in the 2-5 range.

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Topics: call center agent, call center, contact center, remote agents, work from home

Jul 14

2016-2017 Contact Center Technology Buyer’s Guide

Posted by Rachel Brink on Jul 14, 2016 9:29:08 AM
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Technology has become the lifeblood of the contact center and the framework upon which exceptional customer experiences are built. Enabling front-line agents to more effectively engage with customers, and businesses to optimize their contact center’s operations, the technology chosen plays a large role in the success and efficiency of an organization. To uncover the top technology priorities of contact centers in the coming months, Call Center IQ (CCIQ) surveyed a number of businesses for its “Executive Report on Contact Center Technology”, sponsored by 3CLogic, and identified the following features on their wish lists, in order of importance.

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Topics: contact center, call center, call center technology, contact center technology

Apr 29

Top 5 Key Findings From CCIQ’s “Contact Center Technology” Report

Posted by Rachel Brink on Apr 29, 2016 10:39:12 AM

Technology has become the framework upon which exceptional customer experiences are built. And as customer service continues to become a critical aspect of a business’ success, organizations are increasingly seeking new and innovative solutions to power their contact centers. Check-out the following key insights from CCIQ’s Executive Report on Contact Center Technology in 2016 to discover the top priorities and trends impacting call centers in the coming months.

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Topics: call center, contact center, contact center technology

Apr 15

How to know it's time to create a contact center for your company

Posted by Rachel Brink on Apr 15, 2016 9:03:33 AM

If you’re a company performing outbound sales campaigns, there is a high likelihood you have a portion of your employees regularly making phone calls. But as consumers become increasingly mobile and caller-ID gains widespread adoption, sales reps are finding it increasingly difficult to get in touch with their prospects. In fact, it takes the average sales rep eight calls to get in touch with a single prospect, of which only 2% result in an appointment. Factor in the added complexity of maintaining compliance with the latest industry regulations, and keeping up with it all can feel like a juggling act. As a result, many businesses have turned to contact center solutions to assist not only in increasing contact rates, but also enhancing the quality of interactions. Is it time to adopt a contact center solution for your organization? If you answer yes to one or more of the following statements, it may be something to consider.

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Topics: contact center, outbound sales, sales