Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. The right contact center technology for a SCV.

Customer Service 228

Customer Service Contact Center Technology Big data 228

ShepHyken

JUNE 30, 2017

The pace at which mankind is moving towards digitalized economy is a clear evidence of the fact that the world will sooner become automated where the human intervention and manual interference will have no space. What comes to your mind when I talk about businesses revolutionizing their technology experience? Shep Hyken.

Government 223

Government Technology Benchmark call center software 223

CX Accelerator

JULY 1, 2020

We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?” Changing Expectations.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

Hodusoft

MAY 24, 2022

Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. What are cloud-based contact centers?

Contact Center 98

Contact Center Contact center software Cloud contact contact center solutions 98

TeleDirect

FEBRUARY 14, 2024

At TeleDirect, we deliver cloud-based contact center solutions to companies and industries across America. Your brand can provide this, too. Read our guide to cloud-based customer service to learn more about it. Cloud Contact Center: What Is It & How Does It Work? It’s 100% yours.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48

Spearline

JANUARY 6, 2022

Analysts predict that cloud-hosted Contact Center as a Service (CCaaS) will become the dominant adoption model, exceeding 50% in 2022. In fact, estimates indicate that 57% have already migrated their CRM systems to the cloud, or are in process of doing so today. Why move to the cloud? in 2020 to 17.3%.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

TechSee

AUGUST 14, 2023

As the host of The Modern Customer Podcast , she explores how businesses can make customers’ lives easier and better, featuring experts that provide simple, tangible advice you can immediately apply at your own organization. Their knowledge and impact is constantly reshaping the service industry.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CX Accelerator

JULY 1, 2020

We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?” Changing Expectations.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

Momentum Telecom

OCTOBER 24, 2022

You may be familiar with a small subset of Momentum’s services – but you and your customers can benefit from knowing about our role as a managed cloud service provider. Because you want the best for your customers, and many of them want to take advantage of the cloud. Momentum’s Managed Cloud Service Offerings.

Management 98

Management Interactive Voice Response CRM Technology 98

Talkdesk

APRIL 1, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. This is your company’s justification to move to the cloud immediately.

Call Center 105

Call Center contact center solutions Contact Center Cloud contact 105

Aspect

NOVEMBER 5, 2018

Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact center to the cloud? Or, your hardware is out of date and it’s too expensive to upgrade.

Call Center 107

Call Center Cloud contact Contact Center contact center solutions 107

Fonolo

NOVEMBER 1, 2017

The 2017 edition of the Magic Quadrant report for cloud-based contact centers was released by Gartner last week. That’s a good reason to revisit a long running theme on the Fonolo blog: the cloudification of the call center. Gartner’s Report. You can see the famous “magic quadrant” below.

Call Center 138

Call Center Abandon rate Contact Center Enterprise 138

Cisco - Contact Center

FEBRUARY 18, 2020

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I I need easy access to cloud-based applications that work seamlessly with my on-premises contact center infrastructure”. Do These Challenges Sound Familiar?

Contact Center 128

Contact Center Enterprise Self service contact center solutions 128

Upstream Works

FEBRUARY 17, 2022

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers.

Contact Center 78

Contact Center contact center solutions Technology CRM 78

Spearline

JANUARY 11, 2022

In April 2019, we wrote that cloud telephony services market revenue was set to reach US$ 42 Billion by 2026. In fact, recent figures from a Research and Markets report reveal that the global telecom cloud market size is expected to grow to a staggering US$ 52.3 Telecom cloud technology facilitates an enhanced customer experience.

Banking 98

Banking outsourcing Healthcare Marketing 98

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Role of contact center software in managing a ‘hybrid workforce’.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

Talkdesk

MARCH 26, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. The sheer volume increase would overwhelm even a fully staffed contact center.

Contact Center 92

Contact Center Call Center Technology Customer Support 92

TeleDirect

DECEMBER 14, 2023

According to a recent Salesforce report , 80% of customers believe the experience you provide is as important as your services or products. For this reason, some businesses shy away from the support call centers provide, thinking they couldn’t offer that level of engagement — and they would be wrong. Yes, that’s 80%.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

Aspect

MARCH 16, 2021

Aspect’s channel partner program is designed to provide greater customer engagement through identifying the best and brightest channel partners to deploy Aspect’s solutions portfolio for both premise and cloud.? We recently had an opportunity to have a conversation with iLink and discussed the benefits of the cloud : .

Consulting 118

Consulting Consulting Contact Center Marketing 118

CX Global Media

NOVEMBER 19, 2018

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. Leaders want their agents to be flexible and self-motivated.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

Aspect

MARCH 23, 2020

Making sure that companies can direct calls to the right medical professional, staff contact centers that handle getting and keeping grocery shelves stocked, and helping people navigate challenges with internet connectivity—all of this is extremely important! Optimism for success is just as important to keep a team moving forward.

Contact Center 143

Contact Center Surveys Technology 143

SmartAction

JUNE 30, 2023

The waiter or waitress may have come to your table only a few times, but their interaction enhanced your dining experience. They were there when you needed them, and they did not interrupt your meal unnecessarily. The right partners, whether they are consulting, cloud-based, or on-site, are also critical in achieving this.

Customer Experience 85

Customer Experience Customer Service Virtual Agent Self service 85

Aspect

SEPTEMBER 18, 2017

Cloud computing has been hyped in the media and in IT circles for almost a decade now. So I don’t need to cover what cloud computing is or what the benefits of cloud computing are. Many companies jump into to the cloud without a clear strategy to get the most out of their investment.

Cloud contact 120

Cloud contact Customer centricity Contact Center contact center solutions 120

Momentum Telecom

JUNE 17, 2022

One example is analyzing customer voice communication in contact centers to identify a customer’s intent. It can help a contact center agent respond more appropriately to bring successful conclusions to their support interactions. Cloud Voice Technology Moves to Mobile. 5G Will Impact the Voice Market.

Technology 98

Technology Healthcare Banking Analytics 98

Monet Software

MARCH 26, 2020

So you’re thinking of moving to the cloud for your customer engagement solutions. According to Digital Journal, over 90% of all enterprises project to use cloud platforms to innovate and improve agility by 2021. If you’re ready to begin innovation in the cloud, what should you consider first?

Coaching 71

Coaching outsourcing Strategic Value Enterprise 71

Aspect

OCTOBER 10, 2018

It’s become obvious that cloud solutions are no longer just an element of the future. Gartner recently forecasted global public-cloud revenue will grow by over 21 percent this year. . Customers want to do things on their own while having the ability to move to live assistance whenever they want.

Cloud contact 98

Cloud contact Contact Center contact center solutions Analytics 98

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. Benefits of CCaaS Key Features of CCaaS How to select the right CCaaS software for your business? CCaaS is the acronym for Contact Center as a Service.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

Upstream Works

NOVEMBER 4, 2021

When it comes to adopting new technology, contact centers prefer easy transitions with minimal impact on continuity. This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers.

Contact Center 78

Contact Center contact center solutions Call Center Multichannel 78

Aspect

DECEMBER 10, 2020

Call centers around the globe experienced some truly remarkable phenomena in 2020. In short, even if you were ahead of the curve for digital marketing, there were so many failure points in other areas that it often meant very little to your bottom line. Which brings us to your digital strategy. That’s the bad news.

Multichannel 147

Multichannel Call Center Self service Marketing 147

NICE inContact

SEPTEMBER 20, 2019

Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. Cloud has matured far beyond its early beginnings nearly 2 decades ago.

Contact Center 63

Contact Center Interactive Voice Response Cloud contact Best practices 63

aircall

NOVEMBER 7, 2022

Integrations are at the core of Aircall’s cloud-based phone system. They help you get the most out of cloud-based telephony—helping you save time, boost productivity, and enable team performance. experience for your customers. . Keep reading to gain a deeper understanding of the partnership and what you can expect. .

Call Logging 89

Call Logging CRM Sales Marketing 89

Upstream Works

DECEMBER 6, 2021

The contact center is currently being transformed in fundamental ways, driven mainly by the evolution of cloud-based technologies and the emergence of Artificial Intelligence (AI) -driven applications. We’ve discussed the importance of digital channels in this previous blog post.

Contact Center 78

Contact Center Customer centricity Call Center Sales 78

TeleDirect

AUGUST 10, 2022

By outsourcing certain facets of your business to dedicated and skilled professionals, your business will enjoy a more organized and streamlined performance, leading to happier customers, a better work-life balance and an improved reputation across your industry and client base. Dedicated Call Centers by Industry.

Business Process Outsourcing 62

Business Process Outsourcing outsourcing Call Center Advertising 62

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. At Cisco we believe it starts from the inside out, beginning with your employees. At Cisco we believe it starts from the inside out, beginning with your employees.

Contact Center 89

Contact Center contact center solutions Enterprise Cloud contact 89

Expivia

AUGUST 18, 2021

Great interactions define the success of your customer engagement center. And one of the best technical ways to ensure that is to become an omnichannel contact center. And if you are, but you’re not getting the results you want, learn how to optimize your omnichannel contact center to reap all its benefits.

Contact Center 98

Contact Center Multichannel Best practices Interactive Voice Response 98

Aspect

MARCH 4, 2020

In fact, A good customer experience means your customers will spend more. There is no doubt that putting your customers first will not only increase customer loyalty, but also ultimately help you increase revenue. In the old days, MVP meant one thing. Most Valuable Player. It was reserved for the best of the best.

Cloud contact 96

Cloud contact contact center solutions Contact Center call center solutions 96