Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. Digital literacy is the new normal.

Self service 98

Self service Contact Center Chatbots First call resolution 98

NobelBiz

APRIL 2, 2024

We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check. Feature Set Offer a comprehensive suite of advanced features, including omnichannel routing, advanced IVR systems, workforce management tools, CRM integration, reporting, and analytics capabilities.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

HGS

MAY 22, 2018

3 Ways Healthcare Engagement Models Differ from Other Industries. Over the past couple of years, there has been a lot of industry buzz about what retail can teach healthcare about engagement strategies. Unlike retail and other industries, the healthcare industry presents a complex lifecycle of stakeholders with financial impacts.

Healthcare 100

Healthcare B2C Government Analytics 100

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Be it as part of a query, on a call, buried in the CRM system, or posted to social media or online groups/forums. Constant Learning Improves AI Recommendations. Ignore it at your peril. Refining the Models.

First call resolution 59

First call resolution Feedback Enterprise Contact Center 59

Hodusoft

JUNE 12, 2024

” If this question comes to your mind, then we would like to start the blog post with a famous real-life incident covered in a recent podcast. In this blog post, we have discussed how specialized e-commerce contact center software can enhance e-commerce sales. Let’s discuss some of those: 1.

Contact center software 52

Contact center software Contact Center Sales Interactive Voice Response 52

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. This blog will focus on how it helps enhance agent productivity.

Self service 59

Self service Contact Center CRM Quality management 59

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

aircall

JULY 7, 2021

You might think nurturing customer relationships comes down to anticipating needs and understanding behaviors, but one strategy you need to have at your disposal is thorough call center analytics. . When you use analytics to provide a memorable, positive customer experience, you’ll not only see a spike in customer satisfaction rates.

Call Center 62

Call Center Analytics Self service Sales 62

Totango

NOVEMBER 27, 2023

Reporting becomes stronger when multiple integrations consolidate data across the tech stack, such as customer relationship management (CRM), data warehouses, and product analytics tools. Cross-functional collaboration B2B organizations increasingly rely on multiple best-in-class tools to manage customer data as tech stacks expand.

B2B 92

B2B CRM Enterprise Upselling 92

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends. Its omnichannel text analytics feature comes with Natural Language Processing and is supported by AI (more about this in the next segment).

Feedback 83

Feedback Consulting Consulting Enterprise 83

Peter Lavers

SEPTEMBER 6, 2018

This list features influencers who are contributing to the customer service industry in an outstanding way. Peter has received numerous “top influencer” accolades in related subjects (analytics, digital, AI, etc.), He doesn’t just write and blog, though! and is an IBM Futurist and SAS Collaborator.

Customer Service 100

Customer Service Automotive B2C CRM 100

TeleDirect

DECEMBER 14, 2023

Today’s advanced call center technology goes much further and includes cloud-based software solutions, artificial intelligence, predictive analytics and omnichannel capabilities. Integration Capabilities One of the integration capabilities essential for customer engagement is a connected customer relationship management (CRM) tool.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

Lumoa

FEBRUARY 14, 2024

There’s always something to be learned from your industry peers, especially if they enjoy the support of a large customer base. With that said, there are best practices in the CX industry that you should consider when developing a strategy for your own business.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Comm100

OCTOBER 17, 2023

Analytics and Reporting : Gather data on customer interactions, identify trends, and make improvements based on insights. Key Features : Ticketing, live chat, feedback surveys, knowledge base, reporting, and it integrates seamlessly with the HubSpot CRM. Zendesk Zendesk is a widely recognized cloud-based customer service platform.

Customer Service 78

Customer Service Interactive Voice Response Multi-channel support Multichannel 78

Hodusoft

MAY 17, 2024

If you are in the call center or contact center industry, you must have come across the term at least once. This blog post covers everything from what is Computer Telephony Integration (CTI for short), history and evolution of CTI, how CTI works, benefits of CTI, types of CTI, features of CTI, and how to handpick the right CTI.

Interactive Voice Response 52

Interactive Voice Response CRM Contact Center Call Center 52

Expivia

FEBRUARY 15, 2024

Enlighten Actions: Beyond Analytics Enlighten Actions represents a significant advancement in AI-driven analytics, providing unprecedented insights into customer interactions and agent performance. If you have a heavy headcount with minutes of ACW or wrap, this is the tool for you.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

Totango

MAY 17, 2022

Wondering what is the best CRM for B2B sales? Well we’re here to help with our guide to the best CRMs for both small businesses and enterprises in 2022. Use this guide to help you find the best B2B CRM for your business. What is a B2B CRM? Today’s leading CRMs tend to be cloud-based. Salesforce CRM.

B2B 80

B2B Sales CRM Enterprise 80

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. Check out the Vcare Top 50 Customer Care Influencers below, and connect with these experts on their blogs, Twitter, and on other social networks.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration? Purpose: It allows businesses to merge CRM data and functionalities with their call center software.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

aircall

FEBRUARY 1, 2023

Real-time and intuitive analytics The ideal cloud-based business phone solution should gather and easily showcase your team’s key performance metrics. Aircall works with world-class voice carriers and local providers to ensure industry-leading call quality and reliability on every call. Aircall Free Trial?

Customer Experience 62

Customer Experience Interactive Voice Response Analytics CRM 62

Call Experts

OCTOBER 5, 2023

In this blog, we’ll explore everything you need to know about call centers and those factors to help you make an informed decision. Adhering to Regulations High-quality call centers ensure compliance in industries with stringent regulatory requirements, such as healthcare or finance. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Peter Lavers

OCTOBER 19, 2017

Segmentation is well established in Marketing and CRM as a way to systematically subdivide a market or a customer base into discrete groups that have different needs or require distinct treatments. Apparently, you’ve got to be a Data Scientist now before you’re allowed near an analytics tool! Market vs. Customer Segmentation.

Analytics 173

Analytics CRM Big data Marketing 173

NICE inContact

JUNE 30, 2016

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. One reason for the struggle with Speech Analytics is a lack of in-house analytical talent. You Still Need Analysts.

Analytics 49

Analytics Contact Center Technology First call resolution 49

JustCall

APRIL 3, 2024

What you deem high call volume varies depending on the size of your business and the industry in which it operates. This blog unlocks the secrets of using IVR automation with JustCall to handle high call volume with ease and free up your agents for what matters most! JustCall’s team members’ analytics can help.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

JustCall

APRIL 2, 2021

In the healthcare industry, there is no scope for compromising patients' data. In this blog, you will learn everything about HIPAA as well as the importance and benefits of a HIPAA-compliant VoIP phone system. Medical practitioners, as well as healthcare industry professionals, handle sensitive patient information.

voip 96

voip Healthcare Interactive Voice Response CRM 96

Peter Lavers

NOVEMBER 26, 2015

In my new line of work, I get to speak at industry conferences, read data/analytics/research publications and scan the plethora of blogs or social media comments on this topic. Not surprisingly, with hindsight, most of these CRM projects failed and systems did not repay that hefty price tag.

CRM 100

CRM Analytics Consulting Consulting 100

JustCall

FEBRUARY 17, 2022

Sales Dialer is an outbound phone dialer system that allows you to upload contact details or lead lists via excel or through your CRM and create automated call campaigns to eliminate manual dialing effort. Here, the effort of creating or uploading contacts every time is reduced through real-time sync between Dynamic Dialer and CRM.

Sales 104

Sales Abandon rate Real estate voip 104

Hodusoft

DECEMBER 21, 2023

In this blog, we delve into a field of banking and financial industry that has rapidly advanced with the use of advanced call center software solutions. Using real-time data, key metrics, and insights from industry leaders, let’s break down the multifaceted aspects of FCR. This may also contribute to increased FCR rates.

call center software 64

call center software Banking Call Center First call resolution 64

Hodusoft

MAY 11, 2022

However, it is undeniable that on-premise PBX provides a greater advantage to specific industries. These vendors offer unique sets of features such as call routing, audio conferencing, real-time analytics, etc. . It provides essential call analytics that helps in improving your engagement practices. On-Premise PBX.

voip 98

voip Analytics industry standards Government 98

JustCall

DECEMBER 15, 2020

In this blog, we will take a look at some of the top features of call center software. Whether you just started up or have an established presence in your industry, local business presence is crucial for scaling up - for which you will be needing local area code numbers. CRM Integrations. Call Analytics and Reports.

call center software 98

call center software Call Center Interactive Voice Response CRM 98

Hodusoft

MAY 10, 2024

In this blog post, we will discuss everything about virtual call centers and contact centers, starting from what they are, history and evolution, benefits they offer to contemporary businesses, and how to choose the right virtual call center and contact center software.

virtual call center 52

virtual call center Call Center Contact Center call center software 52

Hodusoft

FEBRUARY 16, 2022

Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Industry leaders like Hodusoft have one of the best contact center solutions in the industry to help you seamlessly manage your hybrid team.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

Hodusoft

FEBRUARY 1, 2023

Accelerating Banking Success: The Top Business Phone Systems to Consider The banking industry is constantly evolving and adapting to the ever-changing technological landscape. The use of VoIP phone systems in the banking industry is a trend that is here to stay. during the forecast period. What is a banking phone system?

Finance 52

Finance Banking voip Analytics 52

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Whether you rely on Customer Relationship Management (CRM) software to use helpful customer information to get ahead of your competitors, it’s still important to make improvements to continue getting this helpful information.

Call Center 157

Call Center Customer Experience Brand ambassadors Interactive Voice Response 157

Call Experts

APRIL 8, 2024

In this blog, we’ll explore everything you need to know about call centers and those factors to help you make an informed decision. Adhering to Regulations High-quality call centers ensure compliance in industries with stringent regulatory requirements, such as healthcare or finance. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

NobelBiz

MARCH 12, 2024

Key Components of Unified CXM Unified CXM comprises several essential components: Holistic Customer View : Integrates data from marketing campaigns, sales, customer service interactions, social media, CRM systems, and feedback tools. Utilizing data analytics to gain actionable insights into customer behavior and preferences in real-time.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

TeleDirect

FEBRUARY 14, 2024

At TeleDirect, we deliver cloud-based contact center solutions to companies and industries across America. The term “cloud” is often associated with IT, but it’s an important technology in any industry, from healthcare to education — especially when it comes to running a contact center. Your brand can provide this, too.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48