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AI Improving Contact Center Services
ES Outlook >> news

Online customer experience, preventive assistance, and even revenue stream generations are getting transformed with AI-powered digital solutions. FREMONT, CA: Artificial intelligence (AI) is contributing immensely toward the changing dynamics...

transcosmos Joins Forces with InterFactory
ES Outlook >> news

Tom Coshow, Managing Director

transcosmos and InterFactory releases eCHUB powered by ebisumart to provide up-to-date, optimizable, and customizable e-commerce one-stop services. FREMONT, CA: When more than terabytes of informative data are being uploaded regularly in the...

Contact Center Operations turn your Product into Experience
ES Outlook >> cxoinsights

Lexi Emmons, Sr. Director, Customer Experience, Bright Horizons Children's Centers LLC

We can do a lot with our phones these days. My own phone sits beside me as I write. It’s ready to pull up a recipe for breakfast or get me directions to the nearest Cafe. However, what our phones provide in convenience, they lack in personal...

Contact Center SOW for Exponential Growth
ES Outlook >> news

When outsourcing your company’s customer care, you cannot completely rely on an unwritten set of rules or assumptions. Considering the rules and regulations, the formal Statement of Work (SOW) comes into action. To build an effective contact...

Widespread Adoption of Cloud Communications in Call Centers
ES Outlook >> news

2018 has shaped itself to be the year of strategic thinking with the emergence of innovative paths involving AI, effective analytics, and intentional social media discussions. Technology is moving at a lightning speed in the customer contact...

Speaking of Disruption: How Messaging & AI will Disrupt the Contact Center
ES Outlook >> cxoinsights

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. Organizations must react to this shift by focusing on their data strategy,...

Upcoming Trends in the Contact Center Industry
ES Outlook >> cxoinsights

Matt Rocco, President and COO, Etech Global Services

It’s hard to believe that 2014 is coming to an end. Time seems to move faster each and every year. However, the only thing that seems to move more quickly than time is technology and keeping up with the changes in technology is a challenge...

Contact Center Outsourcing Strategy- A Buyer's Perspective
ES Outlook >> cxoinsights

Jon Browning, President and Founder, Global BPO Solutions

It’s not often that an organization will make a single decision to outsource their entire customer care or IT help desk but this approach usually evolves over a series of smaller outsource procurements. Instead, having a well-planned...

Digital Consumerism Changes the Face of the Contact Center
ES Outlook >> ciospeaks

Randy Holl, CIO, Contact Solutions, a Verint Systems Company

Customer Service is no longer just about answering the phone; it’s about being responsive to voice, social media, messaging, video, email, digital web and mobile. Addressing today’s digital consumer-centric environment is now...

Contact Center - Trends and Opportunities
ES Outlook >> ciospeaks

Supantha Banerjee, CIO, PSC Metals, Inc.

Gone are the days when a customer service call started with, “what is your order number?” If John Doe calls, now conversation starts with “Thank you Mr. Doe for being a loyal customer. Wish you a belated happy birthday. I see...

Redefining the Role of Contact Centers
ES Outlook >> cxoinsights

Rosetta Carrington Lue, Chief Customer Service Officer and Executive Director, City of Philadelphia

Transforming Contact Centers with Cloud Computing Philly311 connects citizens to city services, and makes local government more efficient. We use technology to make city government more accessible, responsive, and customer focused. In a city...

Waking up to the Contact Center Technology Revolution
ES Outlook >> cxoinsights

Keith R. McFarlane, CTO & VP of Engineering, LiveOps

An event occurred last year that really brought the power of big data and the Internet of Things (IoT) home to me. One night in August, a major earthquake awoke many across the Bay Area at around 3:20am. How do we know this? Legions...

Digital Consumerism Changes the Face of the Contact Center
ES Outlook >> ciospeaks

Randy Holl, CIO, Contact Solutions, a Verint Systems Company

Customer Service is no longer just about answering the phone; it’s about being responsive to voice, social media, messaging, video, email, digital web and mobile. Addressing today’s digital consumer-centric environment is now...

The Dirty Secrets of the Clean Desk Policy
ES Outlook >> cxoinsights

Stacy J Spradling, VP of Human Resources, Pole To Win International

One of the toughest policy changes that I have had to make during my 11 years in the BPO, Contact Center business surrounds Payment Card Industry (PCI) compliance. Condensed, PCI compliance came into view when several major credit card brands...

DATAMARK: Process Driven Solutions in Action
ES Outlook >> vendor

Helps organizations improve their contact center efficiency by providing real-time performance reporting

Callzilla: Call Centre Technology for Enhanced Customer Experience
ES Outlook >> vendor

An end-to-end outsourced contact center provider that handles inbound customer communications across channels and languages and manages back office processes, and conducts outreach

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