Cisco - Contact Center

JUNE 18, 2020

Driving Business Growth for Customers with the Intelligent Contact Center. Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Contact Center Installed Base. Identified by Aragon Research. Focus on AI.

Contact Center 121

Contact Center Enterprise contact center solutions Cloud contact 121

SmartAction

NOVEMBER 7, 2018

In the contact center, it isn’t often that a new category of technology emerges. Moreover, they have recognized the need to name leaders in this emerging category. This week, for the first time ever, Frost & Sullivan has named this same category, identifying it as “AI-enhanced Self-Service Solutions.”

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Self service Virtual Agent Contact Center Customer Support 78

Call Experts

FEBRUARY 26, 2020

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. . Before we dive into billing, to understand the structure of billing, we first need to review the service categories. More Blogs Menu. 5 Tips on AI-Powered Phone Lines.

Contact Center 59

Contact Center Journey mapping Interactive Voice Response Call Center 59

Fonolo

APRIL 17, 2018

Even more astonishing is that most call centers would name the same target value for that metric: the magical “80/20”. Contact centers are realizing more and more that adhering too closely to this one metric may not yield optimal results. See Why 80/20 is Probably the Wrong Service Level for your Call Center.).

Service level 106

Service level Contact Center Abandon rate Call Center 106

Bright Pattern

NOVEMBER 7, 2018

In our last few blogs, we discussed some real-time key performance indicators (KPIs), also known as metrics , that supervisors use on a daily basis to monitor the status and productivity of their agents , teams , and services. This time, we’ll check out some handy dashboard metrics, which span all the KPI categories we previously covered.

Contact Center 78

Contact Center Metrics 78

InGenius

APRIL 1, 2020

As technologies have evolved and customer expectations have increased, the contact center has become a much different place than it was 20 years ago. As a result, it makes sense that contact centers would change their approach to how they service their customers. The different types of contact center.

Contact Center 62

Contact Center Multichannel Interactive Voice Response Inbound sales 62

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

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Contact Center Call Center Self service Surveys 99

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The Power of Coaching.

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Contact Center Coaching Scripts Management 62

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. In Part 2, we will cover the “Effortless” and “Transformative” category trends. Effortless.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

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Contact Center Gamification Analytics Average Handle Time 59

Cisco - Contact Center

NOVEMBER 20, 2023

That’s when a baseball player leads his league in three offensive categories: batting average, homeruns and runs batted in for… Read more on Cisco Blogs If you’re a sports fan, you’re probably aware of the term “Triple Crown”.

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Avaya

OCTOBER 7, 2016

The evolving demands of digital-savvy customers have a deep impact on the contact center. While these channels provide customers with the information they need, the contact center remains a predominant channel for customers to seek support when they truly need something done.

Contact Center 81

Contact Center Customer Experience Self service Best practices 81

Monet Software

FEBRUARY 19, 2019

What could possibly be more romantic than a contact center? If you want customers to fall in love with your contact center, try these tips instead of sending flowers. That’s important at the contact center as well. Here are three tips to keep their hearts loyal to your contact center.

Contact Center 59

Contact Center Analytics Coaching Interactive Voice Response 59

NICE inContact

AUGUST 24, 2017

for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating. The post What are Bank Contact Centers Doing Right? appeared first on inContact Blog.

Banking 55

Banking Contact Center Benchmark Call Center 55

Eptica

SEPTEMBER 16, 2020

Based on primary research, Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, delivers deep insight into the current state of the industry. 5 top priorities for today’s contact centers. Share this page on: Tweet.

Customer Experience 127

Customer Experience Contact Center Marketing Management 127

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Here’s the thing about contact center agents and the word “No” I firmly believe that contact center agents don’t actually like to tell customers they can’t do something.

Upselling 83

Upselling Contact Center Engineering Banking 83

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

NICE inContact

AUGUST 24, 2017

for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating. The post What are Bank Contact Centers Doing Right? appeared first on inContact Blog.

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Banking Contact Center Benchmark Call Center 48

Aspect

MARCH 30, 2020

Let me give you some perspective about both of these categories as well as what I would consider the next key operating category – Leadership Continuity. Like many of you reading this blog, we are like ducks in a pond – seemingly calm as we glide across the water, while feverishly paddling below. ed.berndt@aspect.om.

Government 153

Government Contact Center Education Consulting 153

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. In Part 2, we will cover the “Effortless” and “Transformative” category trends. Effortless.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

NICE inContact

SEPTEMBER 6, 2016

As cloud communications companies like RingCentral and inContact have matured, the contact center world has been seeing an increasingly rapid move to the cloud. Taken together, these two movements are bringing about real change in the contact center. Here at RingCentral , many of our customers fall into that category.

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Contact Center Average Handle Time Metrics Technology 48

Tenfold - Contact Center Blog

MAY 21, 2018

The reviewers have spoken, and Tenfold has earned the 2018 Top Rated award for Contact Center Software from TrustRadius. In order to earn a Top Rated badge for Contact Center Software, products must be in the top tier of the category with 10 or more reviews and ratings. .

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Contact center software Contact Center Advertising Sales 48

Natalie Petouhof

OCTOBER 19, 2016

Tweet Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList ™ for Customer Service and Contact Center Software. The Constellation ShortList  presents vendors in different categories of the market relevant to early adopters.

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Contact center software Contact Center Customer Service Interactive Voice Response 45

Integrity Solutions

AUGUST 3, 2018

By Bruce Wedderburn Over the past few years, contact centers have dramatically increased investments in emerging and disruptive technologies to help improve key efficiency metrics. But how is the growth of technology impacting and even reshaping the role of the contact center agent?

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Contact Center Coaching Call Center Metrics 43

NobelBiz

DECEMBER 19, 2022

NobelBiz OMNI+ has been awarded the High Performer Badge in the Contact Center Category. Alongside achieving High Performer status across this category, NobelBiz has received an additional two badges. The post The G2 Winter Reports Are Out, And NobelBiz OMNI+ is Named a High Performer appeared first on NobelBiz®.

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Contact Center 52

Integrity Solutions

AUGUST 3, 2018

The human touch is more critical than ever in a contact center environment that is being increasingly driven by technology. By Bruce Wedderburn Over the past few years, contact centers have dramatically increased investments in emerging and disruptive technologies to help improve key efficiency metrics.

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Contact Center Coaching Call Center Metrics 40

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. This is not a promising scenario for contact centers looking to make customer experience (CX) a differentiator for their company.

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Customer Experience Chatbots Contact Center Morale 78

Call Experts

JANUARY 26, 2023

That’s where an HVAC call center can help. With all of the ways a call center can increase your bottom line, they have become essential —not only to you but to the customers who make or break your business. This blog will dive into why you need an HVAC call center.

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Call Center Contact Center Advertising Marketing 52

Beyond Philosophy

JULY 14, 2022

So as we go through these four theories of humor, let’s consider how we can apply these concepts to business, whether through the contact center, account management, or marketing. . Wordplay falls in this category, too. Humor Theory #1: Superiority Theory. The classic setup punch lines use it. .

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Coaching Consulting Consulting Personalization 413

Talkdesk

FEBRUARY 5, 2020

The CX Innovators Awards are separated into four different categories: CX Innovator – Celebrating companies who uniquely leveraged Talkdesk technology, either standalone or in combination with Talkdesk AppConnect partners and/or other technology, in innovative ways to solve CX/Contact Center challenges and deliver best-in-class customer experience.

Contact Center 56

Contact Center Cloud contact Customer centricity Best practices 56

Monet Software

MAY 27, 2020

Take advantage of this content and take away some tips and innovations from your peers and Verint experts that you can apply immediately in your organization’s contact center, customer experience, back-office and compliance areas. Want to start with what really resonated with our live attendees? Bosses get cranky.

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contact center workforce Education Analytics Contact Center 83

COPC

APRIL 19, 2023

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. You should be able to view performance at the individual metric level and by the measured category (e.g., quality, service, etc.). agent, team, program, site, etc.)

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Metrics Schedule adherence Benchmark Average Handle Time 71

Eptica

OCTOBER 16, 2018

Part of our series on optimizing CX with Eptica, this blog post explains how reporting can power customer experience improvement , as well as giving you the ability to enhance productivity. By monitoring these categories supervisors can see which topics have the biggest volumes, and if they are increasing or decreasing.

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Best practices Average Handle Time Self service Contact Center 68

NICE inContact

OCTOBER 17, 2019

Like their private sector peers, the front line for engagement with government agencies lies in the contact center. Contact center investments can yield significant and rapid improvements to that. Understand the capital requirements and where they are aligned in your contact center. Call recording?

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Government Contact Center Cloud contact Interactive Voice Response 48

Amplifai Coaching Category

JANUARY 12, 2021

Execs in the Know Guest Blog Article and ICMI Featured Contributor Article. Looking at our industry, there are five clear trends that have, and continue to evolve our operational realities. We have to acknowledge and plan for how they affect our frontline Customer Service and Sales teams’ ability to engage, learn and perform.

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Contact Center Management Sales Customer Service 40

Eptica

SEPTEMBER 18, 2019

Also, given the high turnover rates in the contact center industry, recognition can be a powerful weapon in keeping your best staff and ensuring they remain happy and motivated. That’s why pretty much every contact center I visit has a recognition program of some sort in place.

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Customer Service Brand ambassadors Contact Center Average Handle Time 66

Call Experts

JULY 15, 2021

In this blog, we discuss best practices and questions to answer ahead of the storm. How call center solutions support your business with hurricane planning to ensure your business doesn’t have to suffer. Answer these questions related to contact center solutions during storm season: Is your contact center ready for power outages?

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call center solutions Best practices Call Center Contact Center 52