Cisco - Contact Center

SEPTEMBER 17, 2020

Keeping Customer Experience Top of Mind. Last month I shared some exciting new capabilities with Webex Contact Center, our award-winning contact center as a service (CCaaS) for small and large contact centers. Webex Experience Management Integrated with Webex Teams. Here’s What’s New.

contact center solutions 116

contact center solutions Contact Center Surveys Enterprise 116

Talkdesk

SEPTEMBER 4, 2020

The reimagining of business places the customer at its forefront and affects every aspect of the banking industry — from human resources and security to sales and marketing. Companies are either born on the cloud or have to be re-born on the cloud.” — Sheila McGee-Smith, president and principal analyst, McGee-Smith Analytics.

Banking 114

Banking Contact Center APIs Cloud contact 114

Hodusoft

DECEMBER 21, 2023

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.

call center software 64

call center software Banking Call Center First call resolution 64

BlueOcean

AUGUST 9, 2021

Contact center technologies are certainly in the mix of acceleration. In fact, many recent developments promise to reshape the landscape of customer service completely. The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

NobelBiz

FEBRUARY 14, 2023

To provide top-notch customer support, contact centers need to have an exhaustive and comprehensive customer perspective. Thus, the need of a 360-degree customer viewpoint. The data usually includes information such as customer demographics and purchase history.

Contact Center 52

Contact Center CRM Journey mapping Government 52

JustCall

MAY 2, 2022

Contact centers in 2022 are investing in new-age technologies to analyze and employ data derived from phone conversations with prospects and customers. Speech analytics is one such technology that allows companies to increase their sales by tailoring their interactions with prospects and enhancing sales pitches.

Analytics 52

Analytics Sales Customer Service Scripts 52

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. In 2023, it will become table stakes. Noise Suppression.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

Upstream Works

SEPTEMBER 28, 2022

Most businesses are undergoing some form of digital transformation, which will have a profound impact on contact centers. This provides an on-going opportunity for innovation, and to do so successfully, contact centers should harness the power of their data and embrace technologies like AI.

Contact Center 78

Contact Center Journey mapping Scripts Technology 78

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. Cloud Agility.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Expivia

NOVEMBER 9, 2021

Keeping up with current contact center trends is a crucial part of being a world-leading customer service provider. You need to discover the latest technology, innovation, and process improvements to improve your call center and provide your customers with the best possible experience. Real-Time Analytics.

Contact Center 86

Contact Center Chatbots Call Center Analytics 86

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. IA proves essential during COVID-19 for customer insights and employee oversight. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Analytics Marketing 62

JustCall

MARCH 7, 2023

Whenever you hear the term contact center, you imagine cubicles filled with employees, headsets on their heads resolving customers’ queries. Thanks to cloud contact center solutions, today, organizations can host their contact centers at a third-party data center.

Contact Center 52

Contact Center Cloud contact Contact center software contact center solutions 52

NobelBiz

FEBRUARY 22, 2023

Visiting a website, talking to customer service, chatting on social networks… When a consumer performs these actions, the company usually collects multiple data points. The data collected, measured, and analyzed for contact centers is an absolute gold mine. When used wisely, it can greatly improve the customer experience.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

JustCall

APRIL 28, 2022

What better way to learn about your customers’ needs and expectations than to simply listen to them? That’s the core idea of conversation analytics. Understanding consumer behavior is the most elemental part of building effective sales and customer service strategies. What is Conversation Analytics?

Analytics 52

Analytics Sales voip Call Center 52

JustCall

APRIL 28, 2022

What better way to learn about your customers’ needs and expectations than to simply listen to them? That’s the core idea of conversation analytics. Understanding consumer behavior is the most elemental part of building effective sales and customer service strategies. What is Conversation Analytics?

Analytics 52

Analytics Sales voip Call Center 52

3CLogic

DECEMBER 1, 2022

When it comes to complex issues, it’s easier to solve problems and communicate clearly over the phone – and this is true not only in the customer service industry but across professional spheres. 26% want to use SMS for customer care. negatively impacting customer and agent experiences.

contact center solutions 52

contact center solutions Cloud contact Contact Center Interactive Voice Response 52

CSM Magazine

JANUARY 5, 2022

David Singer, Vice President of Product Strategy for Verint , explains why contact centers will need to stay agile to support the evolving needs of customers and employees. New technologies will help contact centers be more agile in the new year. Supporting Customer Engagement as Channel Preferences Evolve.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

JustCall

APRIL 28, 2022

There’s a lot more to customer interactions than just words. These interactions are a world of rich data that businesses can leverage to drive better results. And that’s what many sales and customer support teams are doing now. What is voice analytics? How does voice analytics work?

Analytics 52

Analytics Sales Customer Support Benchmark 52

JustCall

APRIL 28, 2022

There’s a lot more to customer interactions than just words. These interactions are a world of rich data that businesses can leverage to drive better results. And that’s what many sales and customer support teams are doing now. What is voice analytics? How does voice analytics work?

Analytics 52

Analytics Sales Customer Support Benchmark 52

CSM Magazine

APRIL 18, 2023

As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre. These widespread challenges are also holding many organisations back from delivering an exceptional customer experience (CX).

Coaching 52

Coaching Analytics Contact Center outsourcing 52

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. We end by explaining how contact centers can keep AI models up to date using Talkdesk AI Trainer.

Cloud contact 68

Cloud contact Self service Contact Center Virtual Agent 68

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

Avaya

APRIL 10, 2019

She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. 2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. 45% improvement in customer ratings.

Contact Center 71

Contact Center Analytics voip Virtual Agent 71

SharpenCX

OCTOBER 6, 2021

If your contact center is filled with tired, stressed, irritable employees, your customers will notice. According to Gallup’s State of the American Workplace report, engaged employees are more likely to improve customer relationships, increasing sales by 20%. But, she’s not so great with handling emotional customers.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Cisco - Contact Center

JANUARY 27, 2020

Delivering superior customer experiences is more important now than it has ever been for companies of all sizes. In a study by Bain & Company, a 10x disparity was found between how brands perceive their customer service and how customers perceive that same service. This should come as no surprise to any of us.

Contact Center 77

Contact Center contact center solutions Enterprise Cloud contact 77

Spearline

JANUARY 21, 2020

Contact centers are a fundamental aspect of modern business and have evolved to become the 'first line of defense' when it comes to customer complaints and enquiries. A modern contact center improves the customer experience delivered by your business.

Contact Center 91

Contact Center Technology Analytics Call Center 91

CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). Calabrio is proud to recognise and support the strides our customers are making in more human-centric interactions.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

CSM Magazine

JUNE 25, 2020

Results show most contact centres are embracing work changes and expect them to benefit the industry long term. Calabrio , the customer experience intelligence company, has released a study detailing how customer service organisations are evolving due to the COVID-19 pandemic.

Airlines 52

Airlines Analytics Healthcare Surveys 52

Talkdesk

NOVEMBER 24, 2020

The patient experience is undergoing a profound change. Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first. In the wake of COVID-19, providing patient-centered care and a more consumer-like patient experience is critical for HCOs.

Healthcare 101

Healthcare Average Handle Time Contact Center CRM 101

Cisco - Contact Center

DECEMBER 10, 2019

Artificial Intelligence Transforming Call Centers. The Contact Center business is going through a series of very important changes driven by the technology innovation, the raise of socials and the new consumption models being evaluated by most of the companies. 59% will not return after a bad experience.

Interactive Voice Response 81

Interactive Voice Response Call Center Contact Center Self service 81

CSM Magazine

AUGUST 6, 2020

Contact centres should look to the cloud for inspiration when supporting their home-working agents, says Magnus Geverts of Calabrio. He shows how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions.

Analytics 52

Analytics Engineering Quality management Contact Center 52

Expivia

APRIL 1, 2021

Crystal Ball – The Call Center of 2025. Technology is evolving so quickly that every year there is something new that will make our call center life easier. With that in mind, let’s look at ten changes that will be coming to contact centers in the next five years. Advanced Analytics. Security Enhancements.

Call Center 40

Call Center Interactive Voice Response outsourcing Chatbots 40

CSM Magazine

JANUARY 6, 2021

Calabrio, the customer experience intelligence company, today announced that contact centres using Twilio (NYSE: TWLO) Flex and looking to add powerful workforce engagement management (WEM) capabilities to their business, now have simplified access to Calabrio ONE through the Twilio Flex Ecosystem.

CRM 52

CRM Analytics Contact Center Technology 52

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

Expivia

OCTOBER 4, 2021

If your business has customers, they need a way to contact you. However, finding and training staff to handle your customer service isn’t the easiest (or cheapest) task. . This is when contact center outsourcing comes into play. What Is Contact Center Outsourcing?

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. Generated answers can be modified to create the best experience for the intended channel.

Self service 105

Self service APIs Transportation Contact Center 105