#54: Contact Center Technology Focus

Posted by lantelligence on Dec 11, 2018

CX Tuesday #54

This week we focused on contact center and customer experience technology (again) to give you some new angles on this topic: 

  • Jeremy Watkin shares five contact center tech upgrades to consider in 2019.
  • The expert panel from Call Centre Helper shares tips on how to integrate contact center technology with your CRM.
  • Lori Bocklund shares key technology areas that can transform your contact center. 
  • The research by PwC shows that technology is a great supplement - not substitute - for human interaction for the best CX. (see the full report)

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5 Contact Center Tech Upgrades to Consider in 2019

By Jeremy Watkin for ICMI

While automation continues to grab headlines in a variety of industries, there’s plenty of innovation happening in this space in other key areas that can improve your customer and agent experience. Here're five of them to consider.  


How Do I Integrate Contact Centre Technology With My CRM System?

By Call Centre Helper

The panel of experts share their tips for integrating technologies into the contact centre CRM system, before highlighting the benefits of doing so.


What’s New and What’s Next for Your Center?

By Lori Bocklund for Contact Center Pipeline

Separating hype from reality: A look at key technology areas that can transform your contact center. Assess where your center is today, where you have pain points and how these technologies can help you transform.


Ingredients for great experiences

Research by PwC 

What truly makes for a good experience? Speed. Convenience. Consistency. Friendliness. And one big connector: human touch—that is, creating real connections by making technology feel more human and giving employees what they need to create better customer experiences.


Tags: Customer Experience, CCTR Operations