contact-center

Five Different Approaches to Managing Multilingual Contact Centers: How to logistically provide service in any language – regardless of what staff speak
CIO Review >> CXO Insight

John Kelly, Chief Product Officer, Lionbridge

As amazing as interpreting technology is, don’t forget that the point of these tools is to connect people. Take care to vet your interpreting partner with the same diligence you use to determine these logistical, technical elements.

Using Technology: The Journey to Build and Optimize a Small Contact Center
CIO Review >> CXO Insight

Billie Sue Durden, Director, Meadows Regional Medical Center

Through web-based systems and key data monitoring capabilities, we are able to structure our Physician Services Contact Center in such a way that we meet our customers’ needs

Dynamic AI-Integrated Communication Services Amplifying Sales, Productivity, and Quality
CIO Review >> News

Communication services powered by artificial intelligence enables global enterprises to deliver next-generation customer communication experiences, maximizing profit, and productivity.

How to Evolve Contact Centre Culture and Reap Maximum Benefits? Find out
CIO Review >> News

CIOReview

Customer is not just at the focal point of business strategy but being declared a way of life and is essential for businesses to progress.

Addressing the Need for Omnichannel Contact Center Solutions
CIO Review >> News

Nick Payab, COO

UniVoIP announced its partnership with Palitto Consulting Services (PCS) to provide seamless cloud integration to customers focusing on business automation, simplification, and enhancement.

Transforming our Customer Experience through an Omni-Channel Lens
CIO Review >> CXO Insight

Gary Aliff, Senior Director, Salesforce Practice and Delivery Lead, Gap Inc

Change management is an all-encompassing, holistic approach to bringing your employees along on a journey that is often new, uncomfortable and can be extremely stressful in the beginning

The fusion of AI, ML, and Voice in the Contact Center
CIO Review >> News

CIOReview

Powerful technologies are fusing in the contact center with artificial intelligence (AI), machine learning, and voice recognition being the focal point in several research, investment, and news services.

Serenova Fully Integrates Quality Management with CxEngage
CIO Review >> News

CIOReview

Serenova designed CxQM to provide supervisors with a single platform to ensure agents adhere to internal policies and procedures and deliver the level...

Speaking of Disruption: How Messaging and AI will Disrupt the Contact Center
CIO Review >> CXO Insight

Evan Gerber, VP of Digital Strategy, Workplace Solutions, Fidelity Investments

Evolving customer preferences, powerful new messaging platforms, and AI-driven technologies are fundamentally altering how contact centers interact with digital channels

Recent Technology Developments: The Impact on the Contact Center Environment
CIO Review >> CXO Insight

Cippy Seidler, Director, Consumer Care Center, Banner Health

It can be daunting for some companies to begin the dance into this space but your customers are communicating to you via Social Media. Are you listening?

The Benefits of Gamification on Contact Centers
CIO Review >> News

CIOReview

Gamification is the ideal way to drive employee engagement in contact centers as it encompasses three dimensions of the employee interaction process—commitment, competition, and collaboration.

HGS Commitment to Optimizing CX Earns Top Honors for Best Outsourcing Partnership
CIO Review >> News

CIOReview

Hinduja Global Solutions (HGS), (listed on NSE & BSE in India) a global leader in optimizing customer experience (CX) to drive business results consistently for its clients.

The Contact Center of the Future: Embracing Culture and Advanced Technologies to Enhance Customer Experience
CIO Review >> CXO Insight

Jeff Beelman, Contact Center Solution Architect, General Dynamics Information Technology [NYSC: GD]

Calling a company’s customer service line might require navigating a series of cumbersome questions by pushing numbers on phones, repeating answers that voice recognition technology.

Three Ways Contact Centers can Shape Customer Experiences
CIO Review >> CXO Insight

Preston Rogers, Assistant VP, Customer Contact Centers, Unum [NYSE: UNM]

Contact centers may exist to answer customer calls, but these organizations can do a whole lot more than just pick up the phone.

Voice is dead! Long live the Voice Interface!
CIO Review >> CXO Insight

Joe Manuele, Group Executive, Customer Experience and Collaboration, Dimension Data

As a long-time suffering Miami Dolphins fan, I was ecstatic to see my team finally earn a playoff berth in this years’ NFL post season.

Redwood's SIP Qualifies to Use with Microsoft Lync
CIO Review >> News

CIOReview

Redwood technologies, a company which aims to improve communication process in businesses, is now certified to use with Microsoft Lync Server 2013 Unified Communication (UC) platform.

Redwood's SIP Qualifies to Use with Microsoft Lync
CIO Review >> News

CIOReview

Redwood technologies, a company which aims to improve communication process in businesses, is now certified to use with Microsoft Lync Server 2013 Unified Communication (UC) platform.

Redwood's SIP Qualifies to Use with Microsoft Lync
CIO Review >> News

CIOReview

Redwood technologies, a company which aims to improve communication process in businesses, is now certified to use with Microsoft Lync Server 2013 Unified Communication (UC) platform.

Revolutionary User Experience (UX) for the Contact Center
CIO Review >> CXO Insight

Jerry Grassi, VP Sales, Skuid

Everyone wants to ensure customers receive the type of service that keeps them coming back. Contact centers focused on outstanding customer experience (CX) monitor metrics.

Aspect Expands HCL Partnership to Boost Global Presence
CIO Review >> News

Joe Gagnon, SVP and GM, Aspect Software

In mid September last year, reports from Frost & Sullivan revealed that the Asia-Pacific Contact Center applications market has been on a steady rise at an annual CAGR of 7 percent since the beginning of the decade.