contact center

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Published By: Genesys     Published Date: Jan 15, 2020
La Internet ha abierto un abanico de oportunidades y de información nunca antes visto, además de brindar un gran nivel de conveniencia a los clientes. Esto ha impulsado a las empresas a actualizar sus estrategias de customer engagement. Uno de los cambios más significativos ha sido la cantidad cada vez mayor de canales que los clientes utilizan para contactarse con las empresas. Ahora, se comunican por correo electrónico, chat, redes sociales, SMS y servicios de mensajería. Dado que la conectividad móvil ha redoblado aún más la apuesta, los clientes esperan que los contactos y las respuestas sean en tiempo real. En este informe, Frost & Sullivan analiza el valor de la experiencia del cliente para los call centers medianos en relación con su impacto para el negocio, las prioridades, la madurez tecnológica y la forma en que miden sus iniciativas de CX. En este informe de investigación global, usted conocerá: Las tendencias que tienen una mayor repercusión en el negocio de los call ce
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Genesys
Published By: Genesys     Published Date: Jan 15, 2020
¿Su contact center es un centro de costos o un centro de ganancias? Es cada vez más común que los retailers traten al contact center como una fuente de crecimiento. Para los clientes de hoy –y no solo los millennials–, hablar con un agente es el último recurso. Desean atenderse solos, desde una aplicación móvil. Responden a un chatbot en lenguaje natural. Cambian de dispositivo varias veces en la misma interacción y esperan que usted les siga el paso sin olvidarse de quiénes son. Están tranquilos con que usted custodie sus datos personales, siempre y cuando los trate con respeto y los use para el propósito correcto. En otra palabras, ayudarlos a hacer todo más simple. En este ebook, conocerá las cinco tendencias clave que lo ayudarán a transformar su contact center en un generador de ingresos.
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Genesys
Published By: Genesys     Published Date: Jan 13, 2020
The maturity of cloud platforms inspires new confidence in moving mission critical systems to the cloud to gain agility, scale, and cost benefits. How can your company achieve these benefits? What steps are necessary to begin your contact center’s inevitable move to the cloud? Choosing the right contact center partner will ensure your cloud journey success. Do you know how to find the right contact center partner to help move to the cloud? This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact center. Having a good sense for your business requirements, your prospective partner’s capabilities, and the cultural fit will pay off in helping you realize your business goals in the long run.
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Genesys
Published By: Genesys     Published Date: Jan 13, 2020
Lessons learned from over 1,200 customer experience transformations Developing and executing on a plan is easier when you can learn from the experiences of others. Migrating your business from an outdated, legacy call center is no exception. This infographic shows you: Why some same-vendor updates aren’t as simple as they sound Ways to gain internal support and budget How much a delay will cost your business Why it’s important to research vendors
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Genesys
Published By: Genesys     Published Date: Jan 13, 2020
While most companies today support multi-channel customer service, they typically manage individual channels in silos, resulting in a fragmented customer experience. Moving to an omnichannel contact center solution will not only provide a substantial competitive advantage, it will also improve the overall experience and satisfaction of both agents and customers. Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service including: 50% reduction in processing of duplicate messages across channels Over 20% increase in First Contact Resolution 15% increase in CSAT
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Genesys
Published By: Genesys     Published Date: Jan 13, 2020
If you are considering the right deployment model for your contact center, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid. Just a few years ago, businesses were still unsure of the viability of moving their contact centers and other critical enterprise systems to the cloud. Since then, with the decrease of cloud costs, and the corresponding increase in security and, the viability and total cost of ownership of cloud deployments are attracting more and more companies. This eBook will cover how different criteria can affect a choice between a cloud or on-premises contact center, including: The size of your contact center, and business requirements such as customer journey management The location and quantity of contact centers being managed The need for scalability, speed of deployment, and maintenance requirements Read the eBook today!
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Genesys
Published By: Genesys     Published Date: Jan 13, 2020
Seasonal surges in capacity, while difficult, are par for the course for most businesses. And while there’s no way to fully standardize your business levels, you can manage changes—with proper planning. Most businesses experience this to one degree or another, however some organizations are faced with fewer resources to expand and contract with ease. Seasonal capacity issues can vary throughout the year and aren’t strictly limited to holidays, though that is a common catalyst for capacity concerns. To overcome these problems, first look at your historical data and identify the peaks and valleys that your company experiences. Plan staffing out from there and then focus on the trickier issues that go beyond normal business fluctuations. In this ebook, you’ll learn: How to solve staffing issues to handle your baseline volume How to overcome outdated technology that causes bad experiences Understand the best tools to solve seasonal capacity issues
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Genesys
Published By: Genesys     Published Date: Jan 13, 2020
G2 Grid® represents the democratic voice of real contact center software users. It rates products algorithmically, based on data sourced from G2 users’ product reviews and aggregated from online sources and social networks. Get the G2 Grid® report for Contact Center Infrastructure (CCI) software now. See how various contact center products stack up based on real user experiences Compare features for CCI platforms as well as inbound and outbound call centers Select the right contact center software for your needs
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Genesys
Published By: Genesys     Published Date: Jan 13, 2020
Being competitive means exceeding customer expectations. And your contact center setup should make it easy to do that. Read this tip sheet to discover if now is the right time to move your contact center to the cloud and reap the rewards. Moving to a cloud contact center helps: Empower your growth Make your operations more efficient Increase interconnectivity
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Genesys
Published By: Genesys     Published Date: Jan 13, 2020
Centers are no longer “call centers.” They are “contact centers” operating in an omnichannel world. They must handle a growing array of contacts that go well beyond phone calls to include email, chat, text/SMS, social media and more. They need robust performance management capabilities that ensure a great customer experience and employee engagement. And they must move fast — with agility at the micro level for handling each contact and at the macro level to respond to new business needs and market trends. Contact centers must look at different customer service technologies that enable them to go far — fast — building applications that leverage APIs or extending solutions in a variety of ways through integrations and application marketplaces. Download this white paper to learn: How to overcome the legacy of “build vs. buy” Advantages and disadvantages of each approach Specific use cases for each option
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Genesys
Published By: Genesys     Published Date: Jun 07, 2017
A Look at the Five-Year Cost Comparisons for Technology Infrastructure Deployment
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genesys, ovum report, technology infrastructure, technology infrastructure deployment, contact centers, contact center platforms, cloud
    
Genesys
Published By: Zendesk     Published Date: May 21, 2018
Customers are more technically savvy than everand have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers onlyseek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only16% prefer the same contact for simple issues. The goal of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.
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Zendesk
Published By: Zendesk     Published Date: Jun 29, 2018
Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers only seek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only 16% prefer the same contact for simple issues. The goal of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.
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Zendesk
Published By: Genesys     Published Date: Jun 06, 2017
Interactive Intelligence, a Genesys company, Named a Leader 2 years in a Row
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gartner report, magic quadrant, genesys, contact centers, contact center as a service, cloud contact center solutions, cloud soulutions
    
Genesys
Published By: Genesys     Published Date: Jun 06, 2017
In this ebook, learn: - Five trends will have the biggest impact on customer experience - How to use machine learning to detect patterns and trends to deliver the next great customer experiences - How to future-proof your contact center and adapt to changing customer needs
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genesys, customer experience, contact center solutions, contact center, customer needs
    
Genesys
Published By: Genesys     Published Date: Jun 07, 2017
Get this eBook now to learn: - How to engage with your customers in an ultra-connected world - How to make your customer engagement operations easy and efficient - Why it’s time for an all-in-one cloud contact center solution
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genesys, customer experience, customer relationship management, contact center, cloud contact center, customer engagement
    
Genesys
Published By: Genesys     Published Date: Jun 07, 2017
Although today’s customers interact with your brand through a variety of channels, they want one thing from you: a consistent experience. Savvy customers expect that you will meet them where they are, when they need you, and with the highest quality, informed service.
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genesys, omnicannel, contact center, customer experience, customer experience management, cross-channel customer service
    
Genesys
Published By: Broadsoft     Published Date: May 25, 2017
This eBook is for contact center management and business executives looking for ways to increase the efficiency and productivity of their contact center. • If yours is an existing contact center with infrastructure that has been built up over the years, this eBook provides best practice steps to break down the resulting application silos, unify them, and improve the operational efficiency of your contact center. • If yours is a new contact center and you have the opportunity to build your infrastructure from the ground up using modern technologies, this eBook will provide best practices to prevent building application silos.
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Broadsoft
Published By: Broadsoft     Published Date: May 25, 2017
This whitepaper is for contact center management and business executives looking for ways to optimize the business performance of their contact center. • If yours is an existing contact center with infrastructure that has been built up over the years, this whitepaper provides bestpractice steps to break down the resulting data silos, unify them, and optimize your contact center for business performance. • If yours is a new contact center and you have the opportunity to build your infrastructure from the ground up using modern technologies, this whitepaper will provide best practices to prevent building data silos.
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Broadsoft
Published By: Broadsoft     Published Date: May 25, 2017
There is a lot of industry buzz about Key Performance Indicators (KPIs), but most contact centers currently focus on only one or two core KPIs, such as “Service Level,” and are only equipped to optimize these KPIs locally. Few contact centers have the tools to manage performance globally.
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Broadsoft
Published By: Cisco     Published Date: Feb 12, 2016
This whitepaper provides background on cloud contact centers, their advantages and the essential considerations for selecting a vendor. It describes: - Trends surrounding the adoption of cloud contact center technology; - The advantages of selecting a cloud contact center solution; - Key factors to review when selecting a vendor and contact center platform; - Recommendations and a maturity model that businesses can use to develop a cloud contact center roadmap.
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Cisco
Published By: Cisco     Published Date: Feb 12, 2016
Contact center infrastructure vendors continue to expand their solution offerings to include broader feature sets, including omnichannel routing, and alternative delivery models. Companies should evaluate vendors' technology and ability to deliver in relevant regions.
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gardner magic quadrant, cisco, contact center, omnichannel routing, best practices, cloud computing, data center
    
Cisco
Published By: Cisco     Published Date: Dec 04, 2015
Businesses must become agile and provide differentiated service as customer demands and expectations change.
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cisco, cloud, data center, customer, business, networking
    
Cisco
Published By: Verint Systems UK     Published Date: Dec 03, 2019
Technologie nimmt einen immer größeren Stellenwert in unserem Leben ein. Dementsprechend steigen unsere Erwartungen – nicht nur an die Interaktion mit Organisationen, sondern auch an die Art zu arbeiten. Der klassische Bürojob von neun bis fünf gehört der Vergangenheit an. Unternehmen, die nur innerhalb dieses Acht-Stunden-Fensters arbeiten und Service bieten, sind heute fast in der Unterzahl. Dank Social Media, Chatbots, Künstlicher Intelligenz (KI) und Contact Centern in verschiedenen Zeitzonen läuft die Interaktion mit Kunden fast ununterbrochen. Sie wünschen sich bei Fragen oder Problemen schnell eine Lösung. Wenn sie enttäuscht werden, steigt die Wahrscheinlichkeit, dass sie sich für eine andere Marke oder einen anderen Service entscheiden.
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Verint Systems UK
Published By: Verint Systems UK     Published Date: Dec 03, 2019
Naarmate onze levens meer verbonden raken en afhankelijk worden van technologie, evolueren onze verwachtingen – niet alleen voor hoe we omgaan met organisaties, maar ook voor hoe we werken. Werkdagen van negen tot vijf zijn verleden tijd. Organisaties die de openings- en servicetijden beperken tot dit achturige venster zijn nu bijna de uitzondering. Met social media, chatbots, kunstmatige intelligentie (KI) en contactcenters in verschillende tijdzones is customer engagement altijd aanwezig. Als klanten een vraag of een probleem hebben, willen ze dat dit nu wordt opgelost. Als ze niet krijgen wat ze willen, neemt de kans dat ze overstappen naar een ander merk of een andere service drastisch toe.
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Verint Systems UK
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