Zappix

MARCH 13, 2024

EIN PRESSWIRE ) March 13, 2024 Zappix , a leading AI-Powered Digital Engagement Platform provider, has been named one of the “Most Promising Utilities Tech Solutions Providers 2024” by CIO Review. Zappix combines innovative technology and best CX practices to reshape customer engagement in the utility sector.

Self service 52

Self service Interactive Voice Response Analytics CRM 52

NobelBiz

APRIL 16, 2024

Not all businesses have the ability or the resources to effectively engage customers across multiple channels. The concept of omnichannel customer engagement has been around for a while now, yet not all companies utilize it correctly or at all. Why is an Omnichannel Customer Engagement Strategy Important for Businesses?

Contact Center 52

Contact Center CRM Call Center Best practices 52

CCNG

NOVEMBER 9, 2022

Maintaining connectedness within a contact center has always presented unique challenges. For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

CSM Magazine

FEBRUARY 16, 2024

In April 2024, the Las Vegas Convention Center will see the return of the Call and Contact Center Expo. The event is focused on the processes used by call and contact centers, with showcases from over 200 different business representatives along with seminars by over 100 industry experts.

Contact Center 52

Contact Center Big data Call Center Technology 52

Hodusoft

AUGUST 17, 2022

How omnichannel creates seamless customer service experience. It’s simple; all they need is an ‘omnichannel approach’ in their Customer service journey! When you introduce an omnichannel customer experience , you’re up for an integrated, consistent, and real-time customer experience across multiple channels!

Contact center software 98

Contact center software Customer Service Contact Center Self service 98

SharpenCX

SEPTEMBER 30, 2020

Digital consumerism went through the roof and remote work became the norm. The companies that have slid through 2020 with the fewest bruises are the ones that already had strong omnichannel systems in place. They built goals with the future of omnichannel in mind, and now they’re ahead of the curve. Keep it personal(ized).

Chatbots 128

Chatbots Call flow Morale Contact Center 128

Talkdesk

DECEMBER 10, 2020

With this revolution comes the opportunity for companies in the industry to transform their contact centers into strategic assets. Despite heavy investment in digital products and solutions, keeping customers happy is tough, inspiring CX leaders to reevaluate the contact center as the missing connection in the CX journey.

Contact Center 135

Contact Center Upselling Cloud contact Analytics 135

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. What Does Moving To The Cloud Mean?

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

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

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. So what, exactly, do customers expect and how can you provide them with the exceptional digital customer experience they deserve?

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

NobelBiz

NOVEMBER 20, 2023

In an era defined by digital communication, mastering the art of business calls is non-negotiable. Its cloud-based architecture integrates effortlessly across desktops, laptops, and mobile devices, offering a level of flexibility that enhances communication management. Read more about the NobelBiz self-service IVR system here.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

Talkdesk

SEPTEMBER 4, 2020

Accelerating the seamless digital journey. 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. Omnichannel banking: Customer expectations towards digital service are growing fast.

Banking 114

Banking Contact Center APIs Cloud contact 114

Hodusoft

APRIL 27, 2022

Omnichannel Contact Center: A Beginner’s Guide to Scale Up. Earlier, call centers had limited resources making it difficult for tech support to handle every query. Today the concept of the omnichannel contact center has transformed the scenario. An overview of Multichannel Contact Centers.

Contact Center 105

Contact Center Multichannel Contact center software Interactive Voice Response 105

Upstream Works

AUGUST 5, 2021

As momentum continues to build for cloud adoption in the contact center space, the business case for supporting this decision becomes clear. These are a few specific examples of how cloud benefits the contact center and any one of these is sufficient to justify the investment.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

Upstream Works

MARCH 3, 2021

Next generation technologies for the contact center are readily available and quickly becoming core drivers of digital transformation. While many contact centers are still running on legacy, premise-based technology, the expectations of today’s digital customers have surpassed what these legacy applications can provide.

Contact Center 78

Contact Center Chatbots Self service Technology 78

Serenova

JUNE 24, 2020

Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Fonolo

JANUARY 20, 2022

Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition. Industry Report: State of the Contact Center 2022.

Contact Center 81

Contact Center industry standards Interactive Voice Response Call Center 81

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage. How do contact centers not only survive but thrive in this new era?

Quality management 78

Quality management Management Contact Center Coaching 78

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Upstream Works

OCTOBER 21, 2022

As contact centers transition to the cloud, there are several areas where AI is poised to play a leading role, including providing seamless customer experiences (CX). Omnichannel Data. One reason is that many contact centers are more focused on internal performance than the customer.

Contact Center 78

Contact Center Interactive Voice Response Customer centricity Chatbots 78

Playvox

FEBRUARY 27, 2023

When contact center managers look to decrease overhead, they think first to eliminate manual processes through automation. They also work to lower agent recruiting, onboarding and training costs because these are some of the highest cost areas in the customer service center.

Management 75

Management Schedule adherence Contact Center Coaching 75

JustCall

APRIL 3, 2024

Auto dialers are a secret weapon for call centers and sales teams. Talkdesk is a contact center platform with customizable auto dialing modes (preview, power, predictive). Nice CXone is an enterprise contact center suite with robust auto dialer and campaign management tools. Reporting and analytics tools.

Sales 52

Sales CRM Scripts APIs 52

Hodusoft

FEBRUARY 6, 2024

HoduSoft Ready to Shine at IT EXPO 2024: Showcasing its Powerful Communication Solutions Over the past few years, the communication landscape has undergone major transformations, driven by advanced technologies, changing customer expectations, and an increase in digital platforms.

Telecommunications 52

Telecommunications Analytics Customer centricity CRM 52

Upstream Works

FEBRUARY 10, 2021

As 2021 unfolds, the stakes have never been higher for contact center leaders to invest in the right technologies. Many contact centers still struggle with the limitations of legacy technology and premises-based systems, and the disruption from COVID-19 has intensified the urgency to modernize.

Contact Center 78

Contact Center Technology Analytics Customer centricity 78

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

Playvox

MAY 25, 2023

Contact centers have changed drastically in recent years. The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

CSM Magazine

DECEMBER 8, 2022

Cloud subscription service model, Ascend, helps organizations scale CX-cloud solutions and achieve operational efficiency. Ascend combines an organization’s choice of a Contact Center as a Service (CCaaS) platform with a full end-to-end CX service layer in one, flat-rate subscription.

industry standards 52

industry standards Contact Center Consulting Consulting 52

JustCall

MARCH 9, 2023

This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Calabrio

JUNE 30, 2020

After months in total or semi-isolation, today’s customers—especially those with less disposable income due to economic shutdowns—have an even greater need to feel heard by the customer service teams they contact. After all, digital messages are prone to flat affect (ask anyone who’s misinterpreted one of my sarcastic texts!),

Contact Center 87

Contact Center Coaching Customer Support Customer Service 87

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. One of the most impactful uses is how AI is transforming customer experience (CX).

Quality management 75

Quality management Contact Center Management Best practices 75

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

Upstream Works

SEPTEMBER 30, 2021

The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. Here are some implications for contact center leaders to consider in making the right buying decisions.

Contact Center 78

Contact Center contact center solutions Benchmark Call Center 78