BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How many physical centers do you operate? List Company Facts How long have you been in business?

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Callminer

DECEMBER 17, 2019

Call centers , in particular, represent just one facet of a large and varied international outsourcing industry. However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Call Center Workforce Statistics.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

TeleDirect

FEBRUARY 14, 2024

At TeleDirect, we deliver cloud-based contact center solutions to companies and industries across America. Cloud Contact Center: What Is It & How Does It Work? Customer contact centers have come a long way. What Is a Cloud Contact Center? Your brand can provide this, too. It’s 100% yours.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48

JustCall

APRIL 3, 2024

Auto dialers are a secret weapon for call centers and sales teams. TL;DR: Quick look at the top 10 auto dialers JustCall is an all-in-one auto dialing solution with predictive dialing, extensive integrations, and AI-driven features. Talkdesk is a contact center platform with customizable auto dialing modes (preview, power, predictive).

Sales 52

Sales CRM Scripts APIs 52

Upstream Works

JANUARY 5, 2022

As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022.

Contact Center 78

Contact Center Chatbots Technology Accountability 78

Cisco - Contact Center

DECEMBER 10, 2019

Artificial Intelligence Transforming Call Centers. The Contact Center business is going through a series of very important changes driven by the technology innovation, the raise of socials and the new consumption models being evaluated by most of the companies. 73% want the ability to solve product/service issues on their own.

Interactive Voice Response 81

Interactive Voice Response Call Center Contact Center Self service 81

Cisco - Contact Center

JUNE 29, 2020

How can an organization design the contact center of the future to keep pace with increasing customer-centric demands? And how do you best serve customers, no matter the current state of the world or where contact center agents are located? Learn more about Cisco Contact Center Advisory Services.

Contact Center 97

Contact Center Call flow Enterprise Customer centricity 97

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. CCaaS is the acronym for Contact Center as a Service. That resulted in the innovation of cloud-based contact center software.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

Cyara

JULY 9, 2019

The contact center has become the inflection point for digital transformation in the enterprise. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. What are the drivers of migrating contact centers to the cloud?”. Joe Eisner. Organization: AWS. Steve Nuttall.

Cloud contact 52

Cloud contact Contact Center Average Handle Time contact center solutions 52

TechSee

JUNE 25, 2019

Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers.

Technology 122

Technology Customer Service Gamification Contact Center 122

Cisco - Contact Center

JANUARY 21, 2020

The language barrier is undoubtedly and historically adding complexity to international business, and this is especially true when we consider Contact Centers and the high-quality customer experience they have to deliver in business-to-consumer services. Narrowing the Call Center Gap. million people (4.4 %) of the 512.4

Contact Center 66

Contact Center contact center solutions Cloud contact Call Center 66

Cisco - Contact Center

JANUARY 27, 2020

In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results. Integration of new cognitive capabilities powered by Voicea and Google Cloud’s Contact Center AI that turn your agents into “super agents”.

Contact Center 77

Contact Center contact center solutions Enterprise Cloud contact 77

Noble Systems

MARCH 18, 2021

Healthcare contact centers, most often the first point of patient contact, are typically tasked with handling a wide range of functions. In Part 1 of this 2-part blog series, we will discuss the top trends and healthcare call center best practices to consider. AI enhances patient care.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

Outsource Consultants

JUNE 22, 2020

Want to know what your call center has in common with all the others? . Optimize your call center costs to deploy seamless customer experiences. . In this blog, we’ll cover tips for cost-effective strategies that will bolster your customer experience. Call Center Technology That Reduces Agent Burden. CRM Software.

Call Center 84

Call Center outsourcing Interactive Voice Response Chatbots 84

Call Experts

OCTOBER 18, 2019

An AI-powered system that interacts with callers can gather information, and report the information to designated locations via email, SMS, or secure portal login. There are two different types of IVR systems that you can implement to support your business: on-premises systems and cloud systems. More Blogs Menu.

Interactive Voice Response 64

Interactive Voice Response Journey mapping Call Center outsourcing 64

Spearline

JANUARY 11, 2022

The reliance on technologies such as cloud computing, AI, and IoT, is increasing in the region to effectively operate connected devices in hospitals, medical facilities, and other healthcare organizations. Outsourcing helps banks minimize costs and maximize efficiency. Telecom cloud technology facilitates an enhanced customer experience.

Banking 98

Banking outsourcing Healthcare Marketing 98

NICE inContact

AUGUST 1, 2019

It is time to modernize your contact center. Your current software is showing its age, unable to keep up with customer expectations or add new capabilities like digital channels (like SMS or WhatsApp) or artificial intelligence (AI). Watch Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center now.

Contact center software 55

Contact center software Contact Center Enterprise Cloud contact 55

Call Experts

FEBRUARY 26, 2020

Companies need to offer one point of contact linked to 24/7 support. Contact centers must capture data in real-time and enter correctly into CRM systems to provide reporting for your business to make data-driven decisions. . Many services are backed by AI-powered technology to address the real-time demands of customers. .

Contact Center 59

Contact Center Journey mapping Interactive Voice Response Call Center 59

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

NICE inContact

JANUARY 7, 2019

When it’s time to upgrade your contact center to the cloud, one of the biggest headaches is doing the homework on viable solutions. In their 32-criterion evaluation of cloud contact center providers, Forrester identified the 11 most significant vendors and researched, analyzed, and scored them. Plan for 2019 trends.

Cloud contact 48

Cloud contact Contact Center Education Enterprise 48

Hodusoft

AUGUST 30, 2022

In this blog, we will get a detailed insight into all these three cloud-based technologies. Companies, especially the call/contact centers, sales and service teams, and many others are reorganizing and updating their communication strategies to stay competitive. UCcaS, CCaaS, CPaaS - Everything you need to know.

APIs 52

APIs Interactive Voice Response Contact Center voip 52

Avaya

JULY 8, 2019

New research from Vanson Bourne shows that almost all (99%) of organizations are using some form of artificial intelligence (AI) in the contact center. The research found that organizations using AI in the contact center are most likely to be only halfway through their implementation. Your Best Strategy.

Contact Center 45

Contact Center Enterprise Analytics CRM 45

NICE inContact

SEPTEMBER 17, 2019

I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform. Stop paying for expensive, time-consuming upgrades and stop using a variety of vendors to piece together a workable solution in your contact center. Why Stay on an Outdated Platform?

Call Center 55

Call Center Contact Center Cloud contact call center software 55

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Altivon

MARCH 20, 2018

Chatbots, Omnichannel and Cloud are three top trends for contact centers. In the meantime, chatbots and blended AI are making their way into contact centers, providing additional self-service options and freeing agents for more complex interactions. The value of efficiency is probably obvious. How is that possible?

Chatbots 40

Chatbots Contact Center CCNG Multichannel 40

Monet Software

JANUARY 31, 2019

While many seem to agree we are in the midst of a sea change in how customers will choose to engage with companies, there is little agreement on how quickly we’ll reach the point where today’s contact centers will no longer resemble the next iteration. Here is another roundup of what may (or may not) be coming soon. Merging channels.

Customer Service 48

Customer Service First call resolution Self service Contact Center 48

CSM Magazine

JUNE 20, 2019

Coveo is the market-leading AI-powered insight platform, combining unified search, contextual relevance, analytics and ML-powered recommendations technology. In today’s AI-winner-takes-all economy, digital transformation is not enough. Coveo for ServiceNow is now available in the ServiceNow Store. “In 35% Fewer Escalations.

Technology 40

Technology Average Handle Time Enterprise Contact Center 40

Expivia

APRIL 1, 2021

Crystal Ball – The Call Center of 2025. Technology is evolving so quickly that every year there is something new that will make our call center life easier. With that in mind, let’s look at ten changes that will be coming to contact centers in the next five years. Let’s talk about the future. Omnichannel Solutions.

Call Center 40

Call Center Interactive Voice Response outsourcing Chatbots 40

Jon Arnold

OCTOBER 28, 2019

My perspectives are shared in various forums, including posts directly here on my blog. For this blog post, I’ll look at some approaches cloud providers are taking to have success in a crowded market where it’s hard to differentiate. These approaches are worth noting since the cloud is really a dual-edged sword.

Healthcare 40

Healthcare voip APIs Scripts 40

JustCall

APRIL 12, 2023

Thinking of investing in auto dialer software for your call center or sales team? In this blog, we will deep-dive to understand the auto dialer functionality. A wise decision! Using an auto dialer can boost agent productivity and efficiency by as much as 300 to 350% (that is 3x more calls every hour per agent).

Scripts 52

Scripts Sales CRM Contact Center 52

Vistio

JULY 11, 2022

And for about six and a half years I was on the BPO or Business Process Outsourcing team with a particular focus on customer contact and really enjoyed that outside of Boston and went to Stream Global Services for a short time. Listen to the full podcast here: Welcome, welcome. Today we have on the pod with us, Stephen Loynd. Not at all.

Technology 52

Technology Self service Contact Center Analytics 52

Mindtouch

OCTOBER 23, 2017

Do you prefer to call a contact center? If you’re contacting support, aren’t you already aggravated that you couldn’t find a resolution yourself through your favorite search engine or on the vendor’s website? This obvious indicator somehow gets less attention than it should. File a support ticket?

Self service 65

Self service Upselling SaaS Customer Support 65

inmoment

JUNE 1, 2020

Brands that are able to harness empathy and work toward achieving a more authentic customer experience will reach the top of its vertical and continuously achieve meaningful improvement for itself and its customers. Market Disruption has Exposed the Need for Experience Improvement. It feels that the battleground of the moment is empathy. .

Customer Experience 69

Customer Experience Analytics Surveys Feedback 69