aircall

AUGUST 4, 2021

Companies planning to embrace the hybrid workforce will have to consider more than just office space and the employee experience. Factors to Consider When Building Your Hybrid Workforce. For one thing, you will have to be flexible in your expectations from employees. Talk to your team directly and listen. Flexibility.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108

Hodusoft

FEBRUARY 22, 2024

The Future of Communications: How IP PBX is Transforming the Landscape for MSPs “After all, it’s the future of business communication that we’re looking toward.” The advent of IP PBX telephony systems has revolutionized the way MSPs run their business operations and provide customer support to their clients.

outsourcing 52

outsourcing Analytics Technology Finance 52

aircall

JULY 28, 2021

CEO Sundar Pichai explained in a blog post: “Our campuses have been at the heart of our Google community, and the majority of our employees still want to be on campus some of the time. Companies across the world are increasingly embracing the hybrid workforce, spurred, in part, by the COVID-19 pandemic. By the Numbers. By the Numbers.

Real estate 104

Real estate call center software Call Center Wait times 104

3CLogic

FEBRUARY 7, 2024

In today’s digital world, your competitors are no more than a click away, drastically increasing the importance of delivering personalized customer experiences (CX) on the first go. Success starts with an honest assessment of your organization's weaknesses. Sounds like your organization? The question is — where do you begin?

Contact Center 59

Contact Center Cloud contact CRM Self service 59

NobelBiz

FEBRUARY 6, 2024

This article, inspired by insights from Holly Depies , contact center software consultant and SMS expert at Nobelbiz aims to unravel the complexities of SMS marketing, from compliance hurdles to strategic innovations, equipping you with the knowledge to transform your SMS campaigns into potent engagement tools.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

Cisco - Contact Center

AUGUST 3, 2020

This award honors vendors that have embraced technology as a key tool for customer service excellence and distinguish their success as innovators, thought leaders, and market movers in the contact center and customer care industries. Cloud Agility. Business Continuity. Here’s what some of these customers have to say.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

aircall

MAY 12, 2021

In the early days of digitalization, companies that were pacesetters quickly learned that accelerating digital transformation gave them a competitive advantage. Despite the advantages of implementing digital tools, many small businesses are lagging behind in hopping on board with digital transformation.

Best practices 62

Best practices Entertainment Technology APIs 62

NobelBiz

JANUARY 23, 2024

The answer to these pressing concerns may lie in the transformative power of Customer Support as a Service (CSaaS). An increasing number of businesses are adopting CSaaS because it’s transforming customer satisfaction and fostering loyalty. This shift from a fixed to an agile support model is a hallmark of CSaaS. “We

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

Hodusoft

DECEMBER 13, 2023

If we look around at the present world, the technological marvels that we enjoy today have undergone a radical transformation. Businesses that have started adopting hosted IP PBX telephony systems are way ahead of the curve compared to their competitors. Cost-Effective Cloud-based PBX is highly cost-effective.

CRM 64

CRM Best practices Technology Management 64

Beyond Philosophy

MARCH 31, 2020

The above examples just show how late some organizations are with embracing the digital channels and allowing self-service as well as being flexible in difficult times, which brings us to the bigger point…. The world and the market had changed! Now, a decade later, the COVID-19 pandemic has taken the world by surprise.

Airlines 499

Airlines Healthcare Government Self service 499

Peter Lavers

JULY 17, 2017

This blog coincides with the 10 th anniversary of the first signs of the Credit Crunch, which has impacted and continues to affect all our lives. Product-centric business models are dying. I would like to complement this with my specific viewpoint as a recognised expert and influencer in Customer Experience (CX).

Customer Experience 182

Customer Experience Customer centricity Management Automotive 182

Upstream Works

NOVEMBER 4, 2021

A transformational approach is needed, making omnichannel a top priority for IT decision makers. The basic building blocks for omnichannel were outlined in a recent blog post , which offers a great place to start when approaching an omnichannel digital strategy. Here are three to get your journey off on the right foot.

Contact Center 78

Contact Center contact center solutions Call Center Multichannel 78

Upstream Works

MAY 18, 2021

Cloud-based platforms are becoming more prevalent in contact centers. Decisions around cloud will be technology-driven, and IT will need to consider the implications for both contact center operations and the broader organization. Learn more about Upstream Works omnichannel cloud contact center solutions here. Cloud Flexibility.

Cloud contact 78

Cloud contact Contact Center contact center solutions Chatbots 78

Talkdesk

OCTOBER 1, 2020

Impact on small businesses. Bank branch closures create additional costs for local business owners, making it harder to manage cash flow, maintain productivity levels and contribute to the wider local economy. This is where your contact center strategy plays a crucial role. 5 keys to supercharge your digital strategy: 1.

Banking 74

Banking APIs Contact Center Best practices 74

Upstream Works

MAY 27, 2021

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. This is because cloud provides business value across the entire customer service value chain. There is another stakeholder group that benefits from the cloud – agents. In fact, a recent survey from J.D.

contact center solutions 78

contact center solutions Cloud contact Contact Center At home agents 78

aircall

MAY 24, 2021

A digital transformation strategy is critical for small businesses for many reasons. It improves your company’s culture, streamlines operations, increases productivity, and improves performance. Setting up the right digital transformation framework makes a huge difference in how well your call center runs.

Best practices 62

Best practices Call Center Technology Analytics 62

aircall

MAY 17, 2021

The pressure is on for businesses of every size to stay competitive, build resiliency, and provide a good customer experience. Small businesses face even greater challenges than large corporations as they have fewer resources—specifically, shortages of talent in digital skills, resistance to change, and insufficient budgets.

Transportation 71

Transportation Entertainment voip Construction 71

Hodusoft

JANUARY 10, 2024

It shouldn’t because the evolution of telephony systems has revolutionized the way businesses communicate. And one of the front-runners in this transformation is the hosted IP PBX system. Unlike traditional Private Branch Exchange (PBX) systems, hosted telephony operates on the cloud. Read on to know more.

Interactive Voice Response 52

Interactive Voice Response Technology Marketing CRM 52

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? In this article, we will explore proven strategies and techniques to help you unlock the full potential of your team and achieve stellar performance. Look no further!

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NICE inContact

OCTOBER 2, 2019

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. Download your free copy today. Interested in learning more?

Benchmark 60

Benchmark Interactive Voice Response Chatbots Self service 60

NobelBiz

MARCH 5, 2024

How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward? That’s where Nobelbiz shines, leading the charge with innovative solutions that turn raw data into the kind of strategic insights that push your business to the front of the pack.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Totango

APRIL 24, 2020

The full recording will be available on Totango’s Everything Customer Success YouTube channel but some of the key takeaways include: Digital Transformation has accelerated as enterprises scramble to the cloud. Your existing communication cadence is not direct or frequent enough. we can move quickly.

Best practices 62

Best practices Enterprise Personalization Accountability 62

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. Digital Transformation.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

JustCall

MARCH 28, 2023

The customer service landscape is experiencing a radical transformation, driven by emerging technologies, increasingly savvy consumers, and evolving demands. It is crucial for businesses to stay ahead of these changes to ensure customer satisfaction, which plays a pivotal role in their growth.

Customer Service 52

Customer Service Chatbots Analytics Upselling 52

Jive

JUNE 21, 2018

When discussing digital workforce transformation, other articles will usually throw out remote worker stats and studies about mobile device use. Best practices for your digital workforce transformation. Maybe you’re already transitioning your workforce to a digital model. Assess where your enterprise is at.

Best practices 75

Best practices Enterprise Morale Technology 75

NICE inContact

FEBRUARY 6, 2019

In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. In this part, we will look at a framework to assess your organization’s CX maturity level and provide tips to move to higher levels. CX metrics are not your operational KPIs.

Average Handle Time 55

Average Handle Time Metrics Contact Center Customer centricity 55

NobelBiz

APRIL 16, 2024

Not all businesses have the ability or the resources to effectively engage customers across multiple channels. This, however, is crucial for businesses that are trying to maintain a competitive edge. Why is an Omnichannel Customer Engagement Strategy Important for Businesses?

Contact Center 52

Contact Center CRM Call Center Best practices 52

teleopti

NOVEMBER 4, 2019

It’s time to put an end to technology frustration by embracing a methodology that embraces the proven capabilities of today’s Workforce Management (WFM) solutions. It’s time to put an end to technology frustration by embracing a methodology that embraces the proven capabilities of today’s Workforce Management (WFM) solutions.

Technology 62

Technology Customer Service Contact Center APIs 62

Aspect

OCTOBER 11, 2018

Many a manager and business leader has to deal with the challenge of overtime at some point in their careers. From a financial and general business perspective though, overtime can be something of a nightmare. So what can you do to reduce your reliance on overtime? Smashing the scourge of overtime. A drain on finances.

Morale 70

Morale Finance Government SaaS 70

Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite. Types of Call Center Software.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

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

Upstream Works

JANUARY 22, 2019

Solutions that are flexible and easy-to-leverage will enable brands to effectively transform and innovate their workspaces and digital customer experience. The key to improving agent and customer engagements is to streamline and automate processes across contact centers and business units with effective integration of systems and information.

Customer Experience 94

Customer Experience Contact Center Enterprise APIs 94

NICE inContact

APRIL 4, 2018

Cloud computing is now an archaic term. Every business is moving to the cloud and it is just a matter of time before a big swap out from premise. If you think you are not going to embrace cloud, think twice. We all know that a disaster recovery or a business volatility will immediately impact contact centers.

Contact Center 48

Contact Center Finance Cloud contact Enterprise 48

JustCall

AUGUST 8, 2023

By leveraging AI technologies, businesses can accelerate their operations, ensure timely manufacturing and distribution of in-demand products, and optimize their overall supply chain processes. Moreover, AI can seamlessly connect different warehouses, enabling the discovery of optimal inventory transfer solutions.

Transportation 52

Transportation Chatbots Engineering Enterprise 52

aircall

MAY 10, 2021

A good customer experience is all about the relationship between your customers and your brand. A good customer experience is all about the relationship between your customers and your brand. The more you can engage with your customers, the stronger your relationship will become. .

Customer Experience 71

Customer Experience CRM call center software Surveys 71

CSM Magazine

JULY 7, 2021

Kris McKenzie at Calabrio suggests the secret to success lies in blending voice, and its unfiltered insights, with your CRM to build better customer journeys. . In Calabrio’s recent blog “Harnessing CCaaS and CRM solutions: what’s the missing link?” Voice is the common denominator.

CRM 52

CRM Enterprise Journey mapping Analytics 52

Anexa BPO

JULY 22, 2021

From the bubonic plague of the 14 th century to the Spanish flu outbreak of 1918, pandemics have had significant, long-lasting impacts on how people typically navigate the world, and the world of business. But no avenues have been hit harder than consumer behavior and business. COVID-19 is no exception.

outsourcing 40

outsourcing Customer centricity Management Marketing 40