In 2022, maximizing productivity is a non-negotiable. Over the past two years companies have recognized the value of optimized contact center operations and are working to extensively improve processes, streamline operations and ignite efficiency. While many have been slowly working to enhance productivity, the metric has quickly become critical for customer experience success. The stakes […]
Maximizing Productivity in the Contact Center Read More »
Business and technology leaders at companies large and small, across multiple industries, have identified customer satisfaction as a top business priority. In the contact center, they’re significantly more focused on ensuring customer satisfaction than they are about achieving agent productivity. In order to achieve solid success metrics, they need a well-defined customer experience (CX) strategy
2022 State of Customer Experience Technology Read More »
“The Inner Circle Guide to Remote & Hybrid Working Contact Center Solutions” is one of the Inner Circle series of ContactBabel reports. Other subjects include Agent Engagement & Empowerment, Customer Engagement & Personalization, Cloud-based Contact Centers, AI, Chatbots & Machine Learning, FirstContact Resolution, Omnichannel, Self-Service, Outbound & Call Blending, Workforce Optimization, Customer Interaction Analytics and
The Inner Circle Guide to Remote & Hybrid Working Contact Center Solutions Read More »
RingCentral has earned the Metrigy MetriStar Top Provider Award for contact center platforms. The value of the MetriStar Award is that it is based on both customer ratings of providers and quantitative metrics correlating the use of a vendor’s products and services with measurable business success. Contact center platforms are the communications core of all
MetriStar Top Providers Read More »
The world around us has changed a lot since the COVID-19 pandemic. The customer experience has been completely redefined, and although many services have become “touchless” in our post-pandemic world, touchless does not mean “contactless.” Instead, consumers expect outstanding on-demand service from the organizations they do business with, using the channels they prefer (including voice,
Next-Gen Cloud Contact Center for Dummies Read More »
Personalization is changing the retail landscape. It’s the key to delighting digital natives, and consumers have grown increasingly comfortable with sharing personal data—as long as they can benefit from a better shopping experience. But how can this powerful tool be realized in customer service? In the past, contact centers have used a one-size-fits-all approach. This
Achieving Personalized Contact Center Experiences Read More »
The digital customer service universe is evolving rapidly. Contact center adoption and support for first generation digital channels such as Email and Web Chat, including video chat and co-browsing, is growing very rapidly. Mobile Apps, while tightly tied to mainstream adoption of smartphones, have been around for a while and are gaining traction, even though
The Innovator’s Guide to the Digital-first Contact Center Read More »
Learn why formula-focused ERP is right for chemical manufacturers. In the wide world of manufacturing, chemical processing stands apart. It is a highly regulated, specialized industry with profound importance in our lives, environment, and economy. So why are spreadsheets and disconnected or general-purpose software products sometimes still being used to manage it? For forward-thinking chemical
Digital Solutions for Batch Processing Read More »
Get the latest in hazardous area classifications, best practices and considerations for compressed air systems. Plant or field areas that are exposed to potentially ignitable concentrations of flammable gas, vapor or dust where an electrical spark could cause a hazardous explosion are classified as “hazardous” areas. Technology and hazardous area certifications are important to consider
What Chemical Plants Need to Know About Hazardous Areas Read More »
This FAQ delves into why this technology offers business value and considerations toward implementation. Reduced costs, sales improvements, optimized manufacturing operations — these are just some of the benefits that manufacturers are already attaining, thanks to digital twins. The technology enables organizations to create virtual models of assets, systems, and processes to rapidly deliver business
How Digital Twin Technology is Empowering Manufacturers Read More »
