call center
week

call center week
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With modern, multichannel analytics technology, contact centers can uncover the trove of customer insights buried in millions of calls, emails, texts, Tweets and chats—and share them across the enterprise. However, many organizations don’t have the staff to devote to get the most value out of an investment in analytics tools....Full Article »
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IBM Watson Virtual Agent is the premier cognitive customer engagement platform. It is an industry pre-trained Natural Language Understanding for cross industry customer service. With the use of IBM Watson’s new Conversation API, Watson Virtual Agent can understand customer service focused dialog across a range of complex requests...Full Article »
Join us as Donna Fluss, President of DMG Consulting, a provider of contact center and analytics market research and consulting, and Mark Egge, Speech Analytics expert at Calabrio, share insights into best practices for implementing and getting the most out of Speech Analytics....Full Article »
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Empower Your Employees and Customers with Knowledge Using Microsoft Dynamics CRMToday’s customers expect more out of customer service. It is critical to your organization’s success to be able to provide your employees with the right information at the right time during customer interactions. Customer service trends also show that customer self-...Full Article »
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According to ICMI, over 62% of contact centers are perceived as a cost center by their organizations. Contact centers are continually asked to do more with less – save money, save time, optimize – and yet still deliver a memorable and effortless customer experience with every call. But do other areas of your organization know that the data...Full Article »
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Want to improve your call center or contact center metrics? Tired of paying the consequences for overstaffing, understaffing or underperforming agents? Join leading experts on workforce management, contact center operations and quality management to learn how the Cloud helps you: Manage staffing levels to pay for just the right expertise...Full Article »
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What’s the worst place in an airplane? The middle seat! Why? You’re literally stuck in a rotten place, possibly for a long time, and you can’t do anything about it. Or can you? Doug Lipp, respected author, speaker and former head of training at Disney University uses the middle seat as a metaphor for what happens to all of...Full Article »
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Customers are increasingly turning to social media to air their service issues - especially when they feel companies could give a tweet about them through other channels. In the process, your service reputation is now out in the open for everyone to see. But some companies are leading the charge to use services like Twitter, Facebook, and...Full Article »
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What if your Salesforce Community provided fast access to all of the answers your members need, wherever that content resides?      Now, what if your Salesforce Community could actually learn from your members?  What if it could analyze user activity and automatically deliver the content that will help each user be successful?...Full Article »
Register to view the webinar on demand now! Businesses have many valid reasons to leverage outsourcing as an extension of their contact center operations. The upside can be a positive impact to the bottom line, but the downside can be a risk of losing control of the total customer experience.  One company, EarthLink, has been able to...Full Article »
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147 results
of 15