Role of Cloud in Contact Center
Exploring New Ways of Communication
We see the biggest challenge as adapting, incorporating and integrating all of the methods that customers now want to use to interact with us. It is no longer just voice interaction over the phone nor interactive voice response units, it is text, chat, mobile apps and social media interaction via sites like Facebook and Twitter that our customers want to use. These new methods of communication have become a natural extension of themselves and they expect it of us as well. Our challenge involves looking at channels such as chat and text and determining whether we can integrate that efficiently into our overall operations. What pieces can be automated? When does something need to be escalated to a voice agent? How can our customers seamlessly transition between the various communication channels?
Customer Care and Self-Support Materials: The Ultimate Hybrid
The Contact Center of the Future: Embracing Culture and Advanced Technologies to Enhance Customer Experience
Three Ways Contact Centers can Shape Customer Experiences
Digital transformation provides opportunities for customer experience
By Phil Jarvis, VP, IT, Thirty-One Gifts
By Dr.Chris Ewell, CISO, Seattle Children
By Eloise Young, CIO, Philadelphia Gas Works
By Phil Stevens, CIO, The Exchange
By Herman Nell, SVP & CIO, Rent-A-Center
By John Honeycutt, CTO, Discovery Communications
By Mark Wead, Chief Enterprise Architect– North America...
By Federico Flórez, Chief Information & Innovation Officer,...
By David Berry, CIO, Daymon Worldwide
By Douglas Turk, Chief Marketing Officer, JLT Speciality
By Tekin Gulsen, CIO, Global IT & Corporate Planning...
By John Sprague, Deputy CTO, IT and the End User Architect,...
By Craig C Shrader, CIO Engagement Partner, Tatum, a...
By Bill Schimikowski, VP, Customer Experience, Fidelity...
By Tom Bressie, Vice President, Oracle Cloud
By Jeff Katz, CTO, Energy & Utilities, IBM [NYSE:IBM]
By Dr Dirk E Mahling, VP, Technology, Alliant Energy
By Steven John, CIO, AmeriPride Services
By Leon Ravenna, CISO, KAR Auction Services, Inc.