Edify

DECEMBER 28, 2021

Last week, I recapped our experience at Customer Contact Week in Las Vegas where I had the chance to talk with contact center and CX leaders whose respective companies span industries, size, and geographies, from major airlines in the U.S. to local governments in Canada.

Contact Center 77

Contact Center Airlines Government Technology 77

NICE inContact

APRIL 21, 2020

For government agencies, the stakes have never been higher. The COVID-19 pandemic has fundamentally altered every aspect of our lives.

Cloud contact 71

Cloud contact Contact Center Government Best practices 71

NICE inContact

APRIL 21, 2020

For government agencies, the stakes have never been higher. The COVID-19 pandemic has fundamentally altered every aspect of our lives.

Cloud contact 62

Cloud contact Contact Center Government Best practices 62

Cisco - Contact Center

NOVEMBER 26, 2019

Formula one driving has a few things in common with a call center. There are important elements to racing that apply to running a contact center. Traffic codes were established to govern the orderly operation in the public arena regulating who, what and how ownership, safety and violations would be administered.

Contact Center 100

Contact Center contact center solutions Transportation Government 100

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. With the shift from an unregulated space to one that is increasingly governed by rules, the importance of navigating this landscape with a knowledgeable partner becomes huge. All enabled by NobelBiz leading contact center technology.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

NICE inContact

JULY 1, 2019

About 800,000 of these interactions are handled each year by Swedish Rail’s 200 advisors, working from two contact center locations about 100 kilometers apart. But physical distance wasn’t the only thing separating the two contact center locations.

Contact Center 56

Contact Center Transportation Cloud contact Government 56

NobelBiz

FEBRUARY 21, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Beyond adhering to data privacy laws and regulations, contact centers should implement better practices for enforcing customer data security and protection. We will also discuss why customer data privacy and security matter for contact centers.

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52

NobelBiz

FEBRUARY 15, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Beyond adhering to data privacy laws and regulations, contact centers should implement better practices for enforcing customer data security and protection. We will also discuss why customer data privacy and security matter for contact centers.

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52

NobelBiz

MARCH 14, 2023

Debt collection agencies and contact centers are subject to strict regulations and laws governing their operations. One of the major issues faced by debt collection agencies and contact centers when it comes to compliance is the lack of the right solutions to be compliant. And pay extra attention to it.

Contact Center 52

Contact Center Scripts Call Center Government 52

Outsource Consultants

DECEMBER 14, 2020

We were regularly surveying our outsource call center partners about their operations, and just a few days after governments worldwide implemented restrictions, 80% of their collective agents had fully transitioned to remote work. There’s no question that security is the most critical aspect of contact center technology.

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

TechSee

AUGUST 14, 2023

He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. He is currently the Strategy & Optimization Czar at Call Design North America (CDNA), the leader in workforce management solutions for contact centers.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

NobelBiz

APRIL 19, 2021

As we entered the age of big data and made the shift from the call center to the contact center industry, resource management became one of the most important tactical business aspects. Before the cloud, call centers would buy physical hardware architectures that needed to be shipped to the locations and installed.

Contact Center 52

Contact Center Management Call Center Contact center software 52

Serenova

MARCH 23, 2020

With the effects of the COVID-19 crisis continuing to grow in scale and impact every day, Serenova is committed to helping keep contact centers working, safely. We know contact centers and their agents are on the front lines responding to the coronavirus, and you’re stretched thin in every way.

Contact Center 80

Contact Center contact center workforce Government Healthcare 80

VocalCom

MARCH 23, 2020

Contact centers are scrambling to handle an explosive increase in call volume at a time when people are being told to work from home. Since 2019, the Argentine insurance company has been using a Vocalcom Contact Center solution installed on a private cloud architecture.

Contact Center 62

Contact Center Government CRM contact center solutions 62

Spearline

DECEMBER 7, 2021

US government agencies covered other modes. And when you put it in the Contact Center … As cloud services have grown to support the SaaS revolution, the contact center has also migrated to the cloud. The “PTT” generally provided postal, telegraph, and telephone services.

voip 98

voip Contact Center APIs Government 98

Talkdesk

APRIL 2, 2020

In an attempt to get the situation under control, governments are asking, and in some cases instructing, citizens to practice social distancing and shelter in place. The on-premises technology infrastructure their contact centers rely on simply is ill-equipped to support remote work. Stores are closing down.

Cloud contact 57

Cloud contact Government Healthcare contact center solutions 57

NICE inContact

AUGUST 8, 2019

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. Contact centers must adhere to strict compliance standards, like FedRAMP that have largely precluded the government from easily taking advantage of newer tech that redefines our experience with contact centers.

Government 54

Government Contact Center Cloud contact Accountability 54

NICE inContact

AUGUST 8, 2019

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. Contact centers must adhere to strict compliance standards, like FedRAMP that have largely precluded the government from easily taking advantage of newer tech that redefines our experience with contact centers.

Government 54

Government Contact Center Cloud contact Accountability 54

Serenova

APRIL 7, 2020

We’ve been sharing our expertise and doing a lot of listening to understand the most important challenges contact centers are facing every day of this crisis. Engage Professional Services Experts with Contact Center Experience: Configuring a new contact center solution requires a lot more thought than just setting up a phone number.

contact center solutions 98

contact center solutions Cloud contact Contact Center Business Process Outsourcing 98

DMG Consulting

APRIL 20, 2020

If you had any doubt about the benefits of using a contact-center-as-a-service (CCaaS) solution, the Coronavirus pandemic has likely put them to rest. of contact center seats were in the cloud, according to DMG Consulting research. What Contact Center Managers Do Now. In June of 2018, 16.8%

Contact Center 62

Contact Center Government Cloud contact Quality management 62

NICE inContact

OCTOBER 17, 2019

Across agencies in federal, state and local governments, the experience imperative is every bit as crucial (I would argue, in many cases even more so) to fulfilling agency missions. Like their private sector peers, the front line for engagement with government agencies lies in the contact center. Call recording?

Government 48

Government Contact Center Cloud contact Interactive Voice Response 48

USAN

MAY 10, 2017

Today, contact center leaders still have a tendency to create rules that mandate a different customer experience based on whether the interaction was self-service or involved a live agent. That may even mean that you must handle some matters in person (as is the case for many government agencies such as state DMVs and Social Security).

Contact Center 40

Contact Center Self service Government contact center solutions 40

Talkdesk

APRIL 22, 2020

Contact centers utilizing on-premises infrastructures do not have adequate flexibility and scalability to allow their workforce to operate remotely and also meet rising customer demands. However for some companies, particularly in travel and hospitality, the storm came abruptly with little time for planning and response.

B2C 59

B2C Government contact center solutions Contact Center 59

NobelBiz

MARCH 12, 2024

a leading provider of outsourced contact center services, caters to diverse industries with a comprehensive suite of solutions including Sales, Customer Service, Back Office, and Technology Transformation services. Emphasize Data Quality and Governance: Ensure data accuracy, consistency, and security across all customer channels.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

USAN

MARCH 22, 2022

Without a CX assessment, your efforts to implement CX innovations and technologies could be hurt by security concerns, government regulations, and other risk factors outside your company. USAN’s cloud contact center solutions can help you achieve your customer experience goals. Reach out today to learn more.

Government 52

Government contact center solutions Cloud contact Customer centricity 52

Talkdesk

APRIL 8, 2019

Security is one of the most critical aspects of any enterprise cloud contact center. Talkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success. This blog post is the first in a four-part series outlining Talkdesk’s security policies.

Government 45

Government Cloud contact Engineering Enterprise 45

Vcaretec

JULY 27, 2022

Continue reading this article until the end to have in-depth information about Omnichannel call centers. Contact Centers- How They Work. OmniChannel in Contact Center. Omnichannel Cloud Contact Center. Benefits of Omnichannel Contact Center. FAQs Contact Centers- How They Work.

Call Center 52

Call Center Multichannel Contact Center Technical Support 52

Serenova

APRIL 12, 2019

With more contact center exhibitors, sessions, speakers—and buzz— than ever before, the benefits of the cloud were celebrated, deconstructed and debated. So, for those contact centers that have not yet made the move, as well as for those that have already migrated to cloud technology, the questions is: Why?

Enterprise 40

Enterprise contact center solutions Cloud contact Contact Center 40

Fonolo

JANUARY 14, 2020

Top Pick: Promoting a digital-first mentality throughout the contact center. Top Pick: Customer self-service and the role of cloud contact centers. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center. Making your contact center omnichannel ready.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CSM Magazine

APRIL 13, 2023

a leading, cloud-native, contact center customer experience insight and action platform provider, announced key findings such as, more than 40% of contact center decision makers report having limited success with their CCaaS migration efforts. SuccessKPI, Inc., Learn more at www.successkpi.com.

Cloud contact 52

Cloud contact Contact Center Consulting Consulting 52

NICE inContact

APRIL 3, 2019

As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector.

Morale 55

Morale Government contact center solutions Contact Center 55

Fonolo

JUNE 2, 2020

Depending on which news outlets you follow, you may be under the impression that traditional brick-and-mortar contact centers won’t survive the pandemic. Undoubtedly, the contact center as we know it will change. What will contact centers look like after coronavirus? cctr #strategy Click To Tweet.

Call Center 74

Call Center Contact Center Government Education 74

Enghouse Interactive

JULY 16, 2021

A growing number of organisations are moving their contact centre infrastructure to the cloud. Across a whole range of industries, from housing and local government to retail and financial services, they are benefiting from greater flexibility and increased cost-effectiveness.

Government 74

Government Cloud contact outsourcing CRM 74

NobelBiz

MAY 7, 2024

(Predictive, Progressive, Preview, and Auto Preview) Use Cases Outbound calling – middle ground between efficiency gained by making outbound calls automatically and compliance with governing rules and regulations in the industry. Industry agnostic, but popular and very necessary in Collections, Telemarketing, Lead gen.

Call Center 59

Call Center Interactive Voice Response Wait times Telemarketing 59

VocalCom

JULY 2, 2018

A Pew Research Center study found that 64% of Americans had personally experienced a data breach, and nearly half of all Americans do not trust the federal government or social media sites to protect their data. The post 5 Tips for Managing Customer Data appeared first on Vocalcom Blog.

Management 48

Management Contact center software Government Contact Center 48

Dialer 360

SEPTEMBER 7, 2018

They are spending heavily on hiring good customer support executive in call centers. You have an all-around view of your contact center. Make your call center productive and successful. When you do not have talented call center resources in-house. Catch the Cloud. With their customer interact regularly.

outsourcing 20

outsourcing Call Center Contact Center Education 20

Talkdesk

APRIL 14, 2020

Laying the foundation with the right infrastructure Contact centers are finding themselves stuck between the proverbial rock and hard place. Oftentimes in 24-hour contact centers, agents share desks and equipment – including headsets. Put simply, contact centers are perfect petri dishes for healthcare crises.

Contact Center 81

Contact Center Virtual Agent Chatbots Healthcare 81