Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts . Avoid it at your peril.

Contact Center 56

Contact Center Analytics Self service Finance 56

NobelBiz

MARCH 26, 2024

Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights. Automated customer support: Utilizing automation to handle routine customer inquiries and issue resolutions, freeing up human agents for more complex tasks.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Vistio

JANUARY 16, 2024

As companies strive to maintain their competitive edge and foster customer loyalty, modern contact center technology solutions, like next-best-action guidance and automation, can be invaluable in optimizing processes and empowering agents to deliver outstanding experiences consistently.

Contact Center 52

Contact Center Customer Experience Average Handle Time Analytics 52

Fonolo

MAY 30, 2023

Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. How Can WFM Help my Contact Center?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Comm100

OCTOBER 19, 2022

User input can be analyzed and more input means more and better data for continuous improvement. Over time, you’re able to measure your bot’s performance and continue to program it to understand new details and perform new skills. #2 8 Chatbot Analytics. This makes customer service seamless and intuitive. 2 Data Security.

Chatbots 86

Chatbots APIs Analytics Upselling 86

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Supervisors rely on these insights to optimize processes and drive performance improvements.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Analytics 52

Analytics Contact Center Quality management Management 52

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Analytics 52

Analytics Contact Center Quality management Management 52

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. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

3CLogic

JANUARY 24, 2024

When a customer contacts your business, what’s their first impression? Are they met by long wait times and low-performing agents? Nevertheless — while AI can bring endless scalability, the cost benefits of automation, catered agent coaching, and intelligent insights, it’s crucial to evaluate its potential limitations.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Callminer

APRIL 30, 2018

During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or Speech) Analytics, many businesses struggle to identify the right KPIs for their contact centre and the business. There may be other departments involved too.

Analytics 159

Analytics Self service Sales Customer Care 159

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. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Hodusoft

JULY 19, 2023

Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency. In this blog, we will explore everything related to inbound call center software. Agents are able to handle more calls in less time, enabling enhanced productivity.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

Hodusoft

MARCH 6, 2024

In this blog, we will delve into the details of how BPOs are helping e-commerce businesses improve operational efficiency and customer support services using contact center software. Assistance can be provided via a call center/contact center, live chat, email support, social media, or a self-service option.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

JustCall

APRIL 3, 2024

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! Wondering how can you avoid call chaos and optimize your team performance? JustCall’s team members’ analytics can help. Drowning in calls during peak season?

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

NobelBiz

FEBRUARY 13, 2024

The algorithm predicts when agents will be available and which numbers are most likely to connect. This efficiency reduces idle time and increases overall contact rates. This tool is ingeniously designed to present client information alongside contact details before the call is made.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. The key to maintaining peak performance is to continuously optimize productivity and streamline operations.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Fonolo

APRIL 11, 2023

Looking for ways to optimize your call center queue management and improve customer satisfaction? In this blog, we’ll explore the best practices for call center queue management. We’ll also provide tips for contact centers that manage customers – and queues – on other channels, including text, social media, and chat.

Best practices 81

Best practices Contact Center Management Abandon rate 81

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . 1 Develop Your Contact Center Managerial Skills . He’s right! Are your sales dropping?

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

aircall

AUGUST 29, 2022

Should it be about the number of calls an agent takes in a day? That’s why business leaders must understand what call center productivity is, how to measure it, and how to improve it. In the context of a call center, the input can be your call center agents and your output can be the number of support tickets resolved in a week.

Call Center 118

Call Center virtual call center call center software Self service 118

Cisco - Contact Center

AUGUST 18, 2020

Welcome to Our Monthly Feature Update Blog Series. To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. Because we use an agile cloud development approach, we’re able to introduce new features and capabilities on a frequent and ongoing basis.

Contact Center 111

Contact Center contact center solutions Analytics Entertainment 111

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. examine the differences between generative and analytical AI, focusing on the importance of good data and its role in delivering exceptional CX.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

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. This tool significantly reduces after-call work, allowing agents to devote more time to customer engagement.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

JustCall

APRIL 3, 2024

They are tireless assistants handling manual dialing while your agents focus on closing sales or generating leads. With auto dialers, your agents can effortlessly connect with live prospects, avoiding busy signals or voicemails. It gives 5x results by optimizing connections (intelligent routing) and decreasing agent idle time.

Sales 52

Sales CRM Scripts APIs 52

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. As per a report , the customer care BPO market is estimated to rise from US$22,598.82

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

TeamSupport

JUNE 20, 2023

As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout. In this blog, we will explore the five best practices that customer support teams should implement to provide great customer experiences even in challenging times.

Best practices 97

Best practices Self service Chatbots Analytics 97

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company. A contact center is considered successful if it’s customer-centric.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

NobelBiz

JANUARY 30, 2024

It occurs when a business’s communication channels are overwhelmed and unable to handle incoming contacts and calls. Addressing the issue of call blockage in contact centers is essential for maintaining service quality and operational efficiency. Inevitably, call center blockage significantly impacts customer experience.

Call Center 104

Call Center Interactive Voice Response Telecommunications Contact Center 104

TeleDirect

DECEMBER 14, 2023

When we call them, we know your services or products that could improve their lives. They’re impressed that we remember them, contact them for feedback and that our communications are heartfelt across multiple channels. They can also determine expected demand to help improve customer service.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

UJET

JULY 7, 2020

The days of on-premises support systems and locally-based customer support agents is over. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Benefit: Remove silos, improve data collection and reporting. Only 7% said their technologies were “well integrated.”

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

JustCall

FEBRUARY 3, 2021

Likewise, sales and customer support managers supervise corresponding agents. Ensuring that your agents are doing well on-job is more than just a matter of measuring metrics. In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98