CX Accelerator

JULY 1, 2020

But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. Now: I have to call when I arrive to see if I can enter the waiting room and I am required to wear a mask during the appointment. One question asked repeatedly in this season is, “When will we return to normal?” Business Continuity.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. What is Conversational AI? All of which increase profitability. ML is a powerful tool. Plus, customers don’t get annoyed by having to repeat themselves.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

SmartAction

NOVEMBER 8, 2023

Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. Reaching a human can be nearly impossible. The solution?

Virtual Agent 86

Virtual Agent Interactive Voice Response Call flow Contact Center 86

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Beyond Philosophy

AUGUST 17, 2023

As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. Every company has to align what they charge with what their customers value. In many ways, anticipating what a customer will do saves time.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

SmartAction

SEPTEMBER 16, 2022

Artificial Intelligence is what makes automating voice conversations possible. Asking Alexa to play your favorite podcast and have her quickly play it for you is made possible by the same type of technology that allows contact centers across the world to automate voice conversations.

Interactive Voice Response 89

Interactive Voice Response Virtual Agent Contact Center Engineering 89

Etech GS

OCTOBER 31, 2018

In this blog we will discuss how the greatest advantages technology can give us is access to this information. However, many businesses make a mistake right out the gate by establishing QA standards based on what they think their customers want, rather than what customers are actually asking for. AI and Data Collection.

Call Center 230

Call Center Customer Experience Banking Technology 230

SmartAction

FEBRUARY 27, 2023

Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Each option has a role in customer service depending on what parts of the customer experience businesses want to automate and which parts they want live agents to handle. What is Interactive Voice Response (IVR)?

Interactive Voice Response 74

Interactive Voice Response Contact Center Virtual Agent Self service 74

CX Accelerator

JULY 1, 2020

But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. Now: I have to call when I arrive to see if I can enter the waiting room and I am required to wear a mask during the appointment. One question asked repeatedly in this season is, “When will we return to normal?” Business Continuity.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

Upstream Works

JUNE 9, 2022

After five years of providing what amounted to call center plumbing, we had really zeroed in on what call centers did and realized that the heart of a call center was and always will be the people that operate the phones. The contact center was even more complicated.

Contact Center 157

Contact Center Brand ambassadors Call Center Virtual Agent 157

ShepHyken

DECEMBER 13, 2021

I have added my comment about each article and would like to hear what you think too. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. In this case, it’s Jeff Steen sharing his thoughts on a Seth Godin blog post. My Comment: What retailers get top marks for delivering great customer service?

Customer Service 190

Customer Service Call Center Customer Experience Customer Support 190

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. What Conversational AI Offers Sales in 2022 increased by 67% when using conversational AI.

Contact Center 63

Contact Center Virtual Agent Interactive Voice Response Chatbots 63

BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? But what’s the best approach? And what about offshore? The same is true for first call resolution and average handle times. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

TeleDirect

OCTOBER 25, 2023

At TeleDirect, we consider our agents the backbone of our company. AI call center technology, however, has made significant inroads into the industry. While, in our opinion, it can never replace live agents, call center AI offers remarkable advancements that can transform the experience for customers and business owners.

Call Center 62

Call Center Technology Customer Support Complaint resolution 62

JustCall

APRIL 3, 2024

A surge in call volume is always good news for your business. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. So, how do you manage call surges during unanticipated high-traffic periods? Let’s explore the top 10 tips high call volume call centers could use.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Noble Systems

MAY 4, 2021

We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience. In this blog series, we’ll take a look at some of the questions that we hear most often when talking with customers. The Contact Center was the next evolution.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

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

Hodusoft

APRIL 26, 2023

Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. Managing a virtual call center is not easy. Only the right metrics can tell you if things are working in your call center or not. As legendary marketing guru Peter F.

virtual call center 52

virtual call center Call Center Metrics call center software 52

NobelBiz

MARCH 26, 2024

Table of Contents What Is Customer Experience Automation (CXA)? CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. This powerful tool serves as the cornerstone, revolutionizing the way your contact center operates.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Expivia

FEBRUARY 15, 2024

With a suite of tools ranging from Enlighten Actions to Autopilot and beyond, NICE CXone is setting a new standard for what businesses can expect from their customer service technology. 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

Spearline

NOVEMBER 9, 2021

Caller ID in the contact centre If calls go straight to your center, or if your agents contact customers across international networks, accurate presentation of CLI (calling line identification) is essential. What happens when your customer calls you, but there is no call-back number?

Telecommunications 98

Telecommunications Telemarketing CRM Call flow 98

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row. Cloud Agility.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

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

JustCall

MARCH 7, 2023

The primary goal of contact center businesses revolves around improving customer experience. Empowering your contact center business with automated solutions can take your customer interactions to new heights of success. What is Contact Center Automation? Put them together, and you get a match made in heaven.

Contact Center 52

Contact Center Interactive Voice Response Virtual Agent Automatic Callback 52

Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. The same holds true in the contact center. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. It’s also the wave of the future.

Best practices 98

Best practices Virtual Agent Scripts Call flow 98

SmartAction

OCTOBER 19, 2022

Conversational chatbots are one of the top market disruptors in call center automation. Beginning in 2017, the use of chat bots in call centers grew in popularity and became widely utilized. In fact, many businesses have seen this firsthand: call numbers drop temporarily before rising to pre-chatbot levels or greater.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

SmartAction

APRIL 1, 2021

Whether it’s reporting an outage or making a payment, customers want the least amount of interaction friction, and in the past, calling into a customer service line has been anything but. AI-powered virtual agents have come a long way since the days of “Press 1 for billing. Press 2 for enrolling in new energy service.”

Virtual Agent 106

Virtual Agent CRM Wait times Engineering 106

SmartAction

APRIL 20, 2022

Agent attrition. These two words are enough to make any call center manager cringe these days. While historically, the rate of agent attrition averages between 35% to 40% , that number has risen dramatically in part due to the ongoing pandemic and the Great Resignation. Offload Repetitive Tasks.

Call Center 92

Call Center Virtual Agent Average Handle Time First call resolution 92

TeleDirect

AUGUST 25, 2022

Here at TeleDirect, we’ve been offering BPO contact center solutions to businesses for over two decades. We’ve got answers—we’re call center and communication experts! Read on to learn everything you need to know about BPO call center services and how they can help your business grow today. That’s where we come in!

Call Center 62

Call Center virtual call center outsourcing Healthcare 62

TeleDirect

JULY 25, 2022

So we’re here to explain why you need a virtual assistant to help streamline your customer service and increase sales! Not sure if a virtual receptionist is right for your business and industry? If you like what you see, get in touch with the TeleDirect team by calling (800) 776-1081 today.

Healthcare 62

Healthcare Call Center Scripts Sales 62

SmartAction

SEPTEMBER 2, 2021

Intelligent virtual agents are zeros and ones that make up a human’s approach to simulate humanity as best as possible. While artificial intelligence isn’t human, its unique DNA sequentially makes up a superb customer experience in a contact center solution. What elevates the conversational AI experience is the NLU engine.

Virtual Agent 90

Virtual Agent Engineering contact center solutions Analytics 90

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. With the launch of the telephone, switchboards became the standard tools for routing calls. It’s the acronym for Unified Communications as a Service.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

Expivia

OCTOBER 9, 2020

Our Advice from a Call Center Geek community has started a mailbag for questions from all the other geeks out there. We might, however, use your anonymous inquiries on the podcast, blog, or LinkedIn. What are some of the ways that you are hiring/recruiting during Covid-19? What social platforms are the best for this?

Call Center 98

Call Center Analytics Morale Personalization 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. An era where agents can work from anywhere in the world without being tied to one particular place. What is CCaaS? What is CCaaS? billion by 2030.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

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. Have you done load testing at high volumes for a fully remote agent workforce?

Call Center 105

Call Center contact center solutions Contact Center Cloud contact 105

Aspect

MAY 18, 2020

It’s a brave new world for contact centers in the wake of the COVID-19 crisis. In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16 , and a recent Gartner poll of CFOs indicates that 74% think telecommuting will become permanent.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132