Jive

JANUARY 28, 2019

Considering the time you spend communicating with your team, managing paperwork, and hosting meetings with colleagues, chances are it’s a lot. Unified Communications (UC) platforms have proven to be the most cost-effective option. This allows teams to easily communicate with colleagues and stay productive. Time is money.

Feedback 51

Feedback Management Technology 51

Revation Systems

MAY 21, 2018

Connected devices and IoT have exploded in the marketplace, stressing the importance of convenience as the main focus of consumer communications. Read on to learn about unified communications (UC) trends and how they’re impacting consumer interactions everywhere. Growing Consumer Demand for Flexible Communications.

Multichannel 48

Multichannel Marketing Technology Customer Service 48

Avaya

NOVEMBER 7, 2018

The platform delivers real-time notifications across every fathomable communication channel so that users are always in the know (think simultaneous ring on steroids). In 2018, a dose of reality as organizations work to improve communications as a critical driver of digital transformation. Context-Driven Communications.

Enterprise 71

Enterprise Healthcare Technology Personalization 71

Jive

APRIL 11, 2019

For a long time, businesses relied on landlines to ensure the efficiency of their business communication. Soon, email, texting and instant messaging arrived, and advanced written communication became an intrinsic part of how businesses connected. This is where Unified Communications (UC) comes in. What is UC?

voip 42

voip Banking Technology Management 42

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. Rampton adds: ❝To achieve this single customer view, an organization must have some type of system that unifies all the available information on that customer.❞.

Customer Service 226

Customer Service Contact Center Technology Big data 226

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Clear, consistent, authentic communication. In other words, it is simply a statement with no mission, vision, or purpose.

Airlines 204

Airlines Morale Benchmark Marketing 204

airespring

NOVEMBER 10, 2015

With a mobile device always within reach, employees need one more essential ingredient to get their jobs done wherever they are: cloud-based unified communications (UC) tools. Simply put, UC solutions streamline all communications into one central interface.

Banking 59

Banking Management 59

Avaya

OCTOBER 21, 2016

Cloud-enabled unified communications and collaboration tools are the new wave, and something that Avaya excels at. I’m still amazed at how fluidly and effortlessly I can communicate with colleagues from around the world, from any device. Effective communication is important in our mobile world.

Technology 52

Technology Surveys 52

ShepHyken

FEBRUARY 24, 2017

This week on our Friends on Friday guest blog post my colleague, Kathleen Hettinger, discusses the importance of handling breaking news and how your organization should be prepared. With the average contact center now managing more than five communication channels, the need for desktop integration is a must on a slow day. Shep Hyken.

Contact Center 211

Contact Center Interactive Voice Response Scripts Coaching 211

ShepHyken

SEPTEMBER 29, 2017

Unify your team around how you define your customer. Provide a channel for communicating experience changes. A dedicated communication channel for experience will enable you to make changes in real time. Doug Bell is the CEO of The Experience Manager which helps companies unify their customer experience approach.

Employee engagement 135

Employee engagement Feedback Customer Experience Management 135

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Lots of companies are exploring how to use Artificial Intelligence (AI), Microsoft Teams, Unified Communications (UC), and Video to meet the ever-increasing expectations of their customers, and by extension, how better to engage with their partners, suppliers, and even their own internal people.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Back office support. Accessible NOW!

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

NUSO

MARCH 19, 2020

Our Partner Program is built around supporting MSPs, VARs, IT companies, and service providers wanting to join the growing unified communications market. Ten years ago, this could significantly impede on business communications. But it’s 2020, and we are also living in the age of cloud communications.

Marketing 52

Marketing 52

Comm100

FEBRUARY 6, 2023

For starters, you will be able to deliver unified support and messages. Personalized customer experience is a marketing strategy that helps you tailor and customize your communication with each customer. This will enable you to offer them relevant communications, focus on the hot prospect, and offer appropriate customer support.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

ShepHyken

MAY 27, 2016

This week on our Friends on Friday guest blog post Shaista Haque writes about a very timely topic, the digital customer experience. The digital enablement has changed the way businesses communicate. Also personalizing communications can help in reflecting a cohesive strategy and brand voice.

Customer Experience 200

Customer Experience Banking Analytics Technology 200

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we saw the significant advantages that successful companies * achieved when using AI and UC – both on a standalone basis, but with even more success when they combined them. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Finance 56

Totango

APRIL 4, 2024

I recently hosted a webinar with four leaders from our team to learn how they work together to bolster retention, expansion, and upsells as a truly unified CS and sales front. Closing communication gaps. Luckily, Totango and Catalyst are no strangers to CS and sales collaboration. Establishing a source of truth across teams.

Sales 89

Sales Upselling Accountability SaaS 89

Hodusoft

FEBRUARY 8, 2024

A Comprehensive Guide to Coordinating and Unifying Channels & Devices in the MSP Industry Today, more and more enterprises are investing money in Managed Service Providers (MSPs) than ever before. Seamless Communication Unified communication ensures that information flows seamlessly across the organization.

Contact center software 52

Contact center software Contact Center Multi-channel support Analytics 52

Comm100

OCTOBER 19, 2022

Omnichannel customer service intelligently connects every channel and allows agents to manage them from a single, unified console. In other words, this is the chatbot feature that mines for the user’s mood to enhance communication and make it feel like the customer is speaking to a real person. 4 Omnichannel Messaging Support.

Chatbots 86

Chatbots APIs Analytics Upselling 86

Eptica

OCTOBER 15, 2021

Author: Trevor Davies, Head of Products, Enghouse Interactive Many businesses are migrating to cloud-based unified communications solutions (such as Microsoft Teams) and want their related software, such as call accounting, to also be available in the cloud. The 4 pillars of a successful customer service strategy.

Accountability 124

Accountability Best practices Engineering Customer Service 124

ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. It is no doubt that excellent customer support is crucial to success. Shep Hyken.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

NobelBiz

MARCH 12, 2024

To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). Introducing Unified Customer Experience Management (Unified CXM) Unified CXM is the practice of creating seamless and personalized experiences for customers across all support and marketing channels.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Enghouse Interactive

JULY 27, 2020

Transform the Contact Center with Microsoft Teams (blog Series). Blog #3 Seeing is Believing! I n our previous blogs in this series, we explored how Microsoft Teams, when integrated into the Contact Center, helps provide a better experience for the end-customer and how it helps enhance agent productivity. .

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. Watch for our next blog in this series, coming October 21st: Constant Learning Improves AI Recommendations. Understanding Why Transforms the Customer Experience. It’s doable.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. Start by using Automated Conversations – as discussed in our recent self-service blog series , an organization has many options to improve the overall experience. Do not add to their frustration by limiting their communications options.

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

Hodusoft

APRIL 4, 2024

In this blog, we will explore HoduSoft’s innovative solution Omnichannel CX suite and its role in enhancing CX and overall business growth. Before we delve into the details of HoduCC omnichannel CX Suite , let’s ask you some questions- Are you struggling to manage multiple communication channels effectively? Let’s get started!

Contact center software 52

Contact center software Analytics Interactive Voice Response Contact Center 52

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Momentum Telecom

OCTOBER 19, 2023

Despite the rise in popularity of digital channels, phones are still the top dog in business communications. 52% of businesses still consider phone calls to be their primary communication tool. What communication channels do we use? Are there any problem areas in our communications?

voip 97

voip Analytics Management 97

NobelBiz

APRIL 16, 2024

Increased Customer Retention: By addressing customer needs proactively and providing convenient communication options, businesses can enhance customer retention rates significantly. Associate consumer data with their profiles across channels and access this data during interactions.

Contact Center 52

Contact Center CRM Call Center Best practices 52

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. Communicate the value of delivering great employee and customer experiences to your agents. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. . How AI-Enabled Super-Agents Improve CX.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Hodusoft

MARCH 21, 2024

That’s where HoduSoft, a leading provider of advanced communication solutions, steps in. In this blog, we will delve into the key challenges that BPOs face in offering the best possible support to their customers and how HoduCC can prove to be a beacon of support for this industry. Here, HoduSoft comes into the picture.

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response outsourcing 52

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. Live chat systems provide a seamless communication channel for real-time customer interactions.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

Momentum Telecom

JULY 20, 2021

Cloud communications is a critical component because one of the biggest challenges business leaders face is ensuring that all employees interact effectively, regardless of where they’re based. . . Why Are Cloud Communications Critical? . What Technologies Support a Hybrid Workforce? . Network Solutions .

Technology 92

Technology Service level Personalization Management 92

Momentum Telecom

JULY 20, 2021

With the right communication tools and unified communications provider, your customers will have the tools needed to seamlessly adapt to these changes, without risking collaboration or communication. . Unified communications tools can help drive success in today’s new business environment.

Employee engagement 98

Employee engagement Technology Personalization voip 98

VirtualPBX

MARCH 7, 2024

In the era of rapidly advancing communication technologies, it’s crucial to understand the foundations upon which our modern systems are built. In this blog post, we’ll delve into what PSTN is, how it works, and discuss its superior counterparts in today’s digital landscape. What is PSTN? How does it work?

voip 59

voip Telecommunications Wireless CRM 59

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.” In this blog post, we discuss the ways IP PBX has transformed the communication landscape for MSPs and how you can handpick the right IP PBX solution for your MSP business.

outsourcing 52

outsourcing Analytics Technology Finance 52

Momentum Telecom

JUNE 6, 2022

Collaboration & Communication. Momentum meets the need for real-time communication and collaboration for dispersed teams with our technologically advanced productivity tools. Empower your remote and hybrid workforce to sync up while meeting your standards for reliability and security with: Unified communications.

Telecommunications 98

Telecommunications Construction Service level Technology 98