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Customer Contact Central’s Top Omnichannel Customer Experience Articles of 2018

Dec 7, 2018 7:00:00 AM

Customer Contact Central just released its annual list of top content in the category for omnichannel customer experience. It is chock-full of great content from vendors and media providers like Contact Center Pipeline. We are happy to announce...

[Infographic] The Hottest Customer Experience Trend of 2018

Dec 6, 2018 10:30:05 AM

AI and bots might have been the most talked about trend of 2018. You couldn’t go to a contact center or customer service event without noticing how many sessions were dedicated to the topic, or overhearing attendees talking about the abundant...

Top Tips for Midsize Companies to Win the Cloud Customer Service Game Part 2

Dec 3, 2018 4:55:51 PM

Last week I shared my top two tips for midsize contact centers. Today I am going to give two more tips and let you know what to look for when selecting a cloud contact center provider.

Top Tips for Midsize Companies to Win the Cloud Customer Service Game

Nov 29, 2018 7:00:00 AM

Customers want effortless, personal customer service across all channels, including digital channels like in-app and social messengers, but according to IQPC and Gartner, only 5–10% of companies are providing a true omnichannel experience....

How to Win with Al and Bots in Your Customer Service Operation Part 2

Nov 28, 2018 7:00:00 AM

Earlier this month I talked on the challenges of AI and bots and provided my top two tips for how to win with AI and bots in your contact center operations. Today, I am going to share three more tips to create a winning strategy.

How Education Contact Centers Are Revolutionizing Student Communications

Nov 15, 2018 7:00:00 AM

Education contact centers face a lot of challenges when it comes to communicating with students and prospective students. Their target market is constantly changing as younger students come in, demanding more innovative methods and emerging...

How to Win with Al and Bots in Your Customer Service Operation

Nov 14, 2018 7:00:00 AM

AI and bots are the latest rage. But how do you get started?

Key Takeaways:

• Consumer expectations and the gap companies are facing

• Key stats from industry analysts

• Five tips for bots and humans working as one

Tips for Midsize Companies to Win the Cloud Customer Service Game

Nov 8, 2018 7:00:00 AM

Customers want effortless, personal customer service across all channels including digital channels like in-app and social messengers, but according to IQPC and Gartner, only 5–10% of companies are providing a true omnichannel experience....

What Contact Center KPIs Are on Your Dashboard?

Nov 7, 2018 7:43:44 AM

In our last few blogs, we discussed some real-time key performance indicators (KPIs), also known as metrics, that supervisors use on a daily basis to monitor the status and productivity of their agents, teams, and services. This time, we’ll...

Boost Customer Experience by Utilizing Service KPI Insights

Nov 1, 2018 7:00:00 AM

Contact center Key Performance Indicator (KPIs) are used by SMB and enterprise companies to make better business decisions and improve the customer experience. Also called metrics, KPIs are the measurable values that show just how effective...

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