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 63

Contact Center contact center solutions Cloud contact Call Center 63

NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? The answer to these pressing concerns may lie in the transformative power of Customer Support as a Service (CSaaS).

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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

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

VocalCom

JULY 16, 2020

Vocalcom cloud contact center technology allows Simplify to deploy a single tool standardized across all of its contact center platforms to gain agility, ensure optimal service quality for its customers and the patients, and facilitate remote working for its agents. The choice of cloud also adheres to a quality approach.

contact center solutions 62

contact center solutions Cloud contact Contact Center Coaching 62

NobelBiz

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. This comprehensive guide will explore the top 12 call center cost-reduction strategies to help unlock your business’s full potential.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. We’ve highlighted some of those stories on this blog and I’m generally bullish on companies that are working this angle.).

Customer Service 89

Customer Service Banking Contact Center Call Center 89

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. Last week I was at my local Whole Foods when I saw a maintenance associate with a broom in one hand and a small tablet in the other.

Contact Center 48

Contact Center Technology Chatbots Customer Experience 48

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. Last week I was at my local Whole Foods when I saw a maintenance associate with a broom in one hand and a small tablet in the other.

Contact Center 48

Contact Center Technology Chatbots Customer Experience 48

SmartAction

JUNE 9, 2023

Let’s explore this growing technology by understanding what it truly is, reviewing some examples of its applications, diving into its inner workings, and highlighting the associated benefits and challenges businesses and contact centers should consider. Today, conversational AI is everywhere.

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

aircall

APRIL 12, 2021

Customers normally have higher expectations when contacting a brand today than they did a decade ago. . A CRM creates a digital interface that collects and organizes customer data, making all customer data accessible to teams in various departments. . As your company grows, you can add an infinite number of contacts.

CRM 71

CRM Customer Experience Call Logging voip 71

Avaya

JUNE 22, 2017

The stage is set for Avaya customers and channel partners to see the future of customer experience (CX) at Call Center Week held at the Mirage Resort in Las Vegas, June 28-29. And Call Center Week will be no different: See live demos of world class customer engagement software and services. Explore your customer experience.

Call Center 51

Call Center Customer Experience contact center solutions Contact Center 51

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. We’ve highlighted some of those stories on this blog and I’m generally bullish on companies that are working this angle.).

Customer Service 52

Customer Service Banking Contact Center Call Center 52

TLC Associates

NOVEMBER 11, 2019

It’s a byproduct of the digital revolution, and can be overcome by revamping sales processes to align with the times. It’s a byproduct of the digital revolution, and can be overcome by revamping sales processes to align with the times. In a forty-hour work week, that’s only about 14 hours and five minutes! What are they doing?

outsourcing 40

outsourcing Sales Outbound sales Contact Center 40

Vistio

JULY 11, 2022

But my journey began a long time ago back in the 90s after graduate school, I worked for the Governor of Massachusetts with a focus on globalization and the emerging role of tech at that time, the first dot-com frenzy at the trade office for the governor. Listen to the full podcast here: Welcome, welcome. Absolutely Hailey.

Technology 52

Technology Self service Contact Center Analytics 52

ProProfs Blog

JANUARY 29, 2020

The current digitally dominant world has reduced the wait time to seconds , and no one wants to resort to old school methods of communicating with their favorite brands. Let’s first start with the basics. Do you think customers today will take the pain to stand in a queue to resolve a query or ask a question?

Multi-channel support 148

Multi-channel support Customer Service Customer Support Self service 148

JustCall

FEBRUARY 13, 2023

We’ve included a checklist in this blog (and have covered various details) to help you lay the groundwork for your cloud phone system setup. VoIP phone systems hosted on the cloud in a data center are known as cloud-based phone systems. Looking to install a business phone system and level up your communication infra?

voip 98

voip Call flow Wireless Accountability 98

Nicereply

SEPTEMBER 25, 2023

In this blog post, we’ll help you master NPS email by covering the following: Practical tips and strategies to craft a successful NPS email. In this blog post, we’ll help you master NPS email by covering the following: Practical tips and strategies to craft a successful NPS email. Use Friendly But Concise Language 3.

Surveys 52

Surveys Feedback Best practices Personalization 52

SmartKarrot

DECEMBER 2, 2020

Today, in this blog we will discuss about such remarkable women who have carved their own stamp in their respective areas of expertise. She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. On that note, our ideologies too have molded over the years.

Journey mapping 17

Journey mapping SaaS Customer retention Contact Center 17

Comm100

FEBRUARY 5, 2018

This blog post aims to demystify customer engagement software by identifying the kinds of engagement tools that are out there, and what these tools are good for. Customer engagement software is a modern invention that takes care of a modern problem. Greater consumer power brought forth a new reality for companies. Social Media Software.

CRM 48

CRM Marketing Multichannel Self service 48

Comm100

MAY 1, 2018

Introduction. In the news and on social media, it seems like there’s a war raging between the generations. Baby Boomers have accused Millennials of ruining classic industries such as the golf industry , the diamond industry , and even the movie business. Luckily, all the online finger-pointing doesn’t have to spill over into the workplace.

Management 41

Management Education Surveys Government 41

AWS Machine Learning

NOVEMBER 30, 2023

We believe generative AI has the potential over time to transform virtually every customer experience we know. Leading AI companies like Anthropic have selected AWS as their primary cloud provider for mission-critical workloads, and the place to train their future models.

APIs 125

APIs Enterprise Best practices Technology 125