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Fully embracing an omnichannel contact center will fulfill the promise of delivering a customer experience (CX) in sync with modern culture. The evolution from call centers to contact centers is said to have begun in 1983. Popular history cites … [Continue reading] about Time to Take Contact Centers to the Next CX Level
I have long admired Rodney Crowell, the songwriter behind “Shame On The Moon,” a classic from 1979. Recorded by Bob Seger in 1982, this song has been sung by many artists over the years. In 2018, Rodney revisited it with “Shame On The Moon Redux,” a … [Continue reading] about Hungry for Praise
CHALLENGE Members around the globe rely on the world’s largest designer, manufacturer and distributor of quality eyewear and sun wear. During the time of this case study, company leadership was pursuing strategic initiatives to expand its physician … [Continue reading] about WiserOwl Helps Global Eyewear Contact Center Save Millions
Managing the Data Table of Contents, October 2023FEATURE ARTICLEManaging the DataBy Brendan Read How contact centers can obtain meaningful insights from customer engagement data.SPONSORED CASE STUDY WiserOwl Helps Global Eyewear Contact Center Save … [Continue reading] about Contact Center Pipeline Magazine October 2023
If customer interactions are the lifeblood of organizations, pumped through their customer engagement hearts, whose muscles are live agents and automated applications, then data are the individual cells, carrying the vital information the … [Continue reading] about Managing the Data
How voice data empowers agents to help customers. … [Continue reading] about Voicing Excellent CX
The market shift to a cloud-based contact center, also known as contact center-as-a-service (CCaaS), is still growing even with a post COVID-19 pandemic economic slowdown. While the CCaaS market enjoyed a rapid growth spike of 61% in 2021 at the … [Continue reading] about Making the Modern Contact Center
Although inflation has shown signs of slowing down, consumers are still making careful purchasing decisions. And, as we go into 2024, these trends are expected to continue, with consumers focusing their spending more heavily on necessities rather … [Continue reading] about Loyalty Starts with Strong CX
The success of a company’s contact center rests on whether the business invests to empower its agents with the tools and support they need. However, many large brands struggle to retain agents, which negatively impacts the company’s overarching … [Continue reading] about Social(izing) the Experience
The last 10 years have revolutionized the way we do everything. Innovative brands from Tesla to Amazon have leveraged technology to create new realities for entire industries. But can you describe a recent exceptional experience with a contact … [Continue reading] about Reimagining the Contact Center
