Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. We believe integrating video into a cloud contact center solution is the first and best way to leverage this opportunity right now.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Ensuring Post-Migration Success.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Playvox

MARCH 5, 2024

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? And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Artificial intelligence (AI) can play a part.

Quality management 78

Quality management Management Contact Center Coaching 78

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. Customer loyalty, needs, wants, and preferences have shifted.

Quality management 75

Quality management Contact Center Management Best practices 75

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

JULY 7, 2020

In our previous post, under the Helping Customers Help Themselves with Self-Service heading, we alluded to the cross-over benefits for agents that result from Teams enabled applications. Teams complements the contact center resources to help agents provide better levels of service to their customers.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

FEBRUARY 9, 2021

AI can quickly determine where the service gaps are and propose approaches that have the highest probability of resolving these issues in real-time. of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. AI-Enabled Self Service (34.8% planned, 46.5%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Enghouse Interactive

JUNE 9, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process.

Contact Center 97

Contact Center Self service Chatbots CRM 97

Aspect

SEPTEMBER 28, 2017

The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. Subscribing to a cloud SaaS solution mimics the historical pattern of an autonomous WFM purchase.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

Enghouse Interactive

MAY 27, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process.

Contact Center 52

Contact Center Self service Chatbots CRM 52

Enghouse Interactive

JUNE 11, 2021

To complicate matters further, customer expectations evolve as quickly as new technologies are introduced. Customers demand lightning-fast responsiveness, flexibility in customer service process and policies, and reassurances from the organizations they deal with – to maintain their loyalty. Transformation. And New Realities.

Feedback 105

Feedback Technology Customer Experience Customer Service 105

Enghouse Interactive

JANUARY 13, 2021

With more advanced technologies being introduced across all industries – seemingly on a daily basis – businesses are trying to determine what will be the best approach for them to improve their organization, to better interface with and satisfy their customers – as cost-effectively and efficiently as possible. New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

JULY 29, 2021

With the latest technology, recordings are processed in real-time and are time-stamped, codified, and indexed to simplify future analysis or retrieval.

Scripts 96

Scripts Contact Center Benchmark CRM 96

Enghouse Interactive

OCTOBER 27, 2021

Your Biggest Contact Center Challenge? Figuring Out What Customers Are Telling You. From digital natives to boomers. Anyone with a cell phone and an app, everyone expects more. Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX).

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Enghouse Interactive

JULY 7, 2021

Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

MAY 7, 2021

Use this input – the good, the bad, and the ugly – in the redevelopment of the customer engagement processes and the technologies being proposed. Accenture/Technology Vision 2021. Harvard Business Review: Digital Transformation is Not About Technology. Accenture: Technology Trends 2021.

Customer centricity 87

Customer centricity Technology Contact Center Best practices 87

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. What Is A Digital Contact Center? It’s a win-win.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

Upstream Works

JANUARY 25, 2022

While it’s true that CX innovation requires keeping up with emerging channels and technologies, digital transformation doesn’t mean you have to rip and replace your existing infrastructure. Flexible and cost-effective solutions to drive innovation now and in the future. Accelerating Digital Transformation.

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

Enghouse Interactive

MAY 2, 2022

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contact center solutions 76

contact center solutions Self service Quality management Interactive Voice Response 76

Enghouse Interactive

MARCH 23, 2022

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contact center solutions 76

contact center solutions Self service Quality management Interactive Voice Response 76

Enghouse Interactive

FEBRUARY 25, 2022

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contact center solutions 75

contact center solutions Self service Quality management Interactive Voice Response 75

Talkdesk

NOVEMBER 25, 2020

To meet the demand, businesses will need to scale their technology and their people. Here are three tips on how to scale your contact center for the seasonal rush. With one click, all existing contacts, orders and product details housed in your ecommerce stack can synchronize with Talkdesk. But how can they do it?

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience 72

Customer Experience contact center solutions Morale Self service 72

Enghouse Interactive

OCTOBER 27, 2021

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contact center solutions 52

contact center solutions Self service Quality management Interactive Voice Response 52

Enghouse Interactive

SEPTEMBER 10, 2020

As is typical of unforeseen events of great magnitude, the pandemic has undermined all existing customer experience (CX) and Self-Service planning assumptions used by Contact Center administrators and operational management teams. Proactive Outbound Engagement + Self-Service = More Success.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Enghouse Interactive

SEPTEMBER 20, 2021

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contact center solutions 52

contact center solutions Self service Quality management Education 52

Hodusoft

NOVEMBER 29, 2022

But after the introduction of the technology, customer service agents can handle customer interactions via a wide range of channels including phone calls, text messages, emails, live chats, and social media. That transformed call centers into contact centers. It provides simple interfaces for non-technical users.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Talkdesk

MAY 6, 2020

But business agility and innovation to compete and win on customer experience are severely hindered by the typical contact center technology stack today. The Frankenstein World of Contact Center Technology The typical contact center is an amalgamation of disparate and mostly siloed technologies.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

Enghouse Interactive

SEPTEMBER 3, 2021

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contact center solutions 42

contact center solutions Self service Quality management APIs 42

Enghouse Interactive

APRIL 13, 2021

By focusing on the customer experience…and delivering it with agile, flexible, and adaptive technologies and processes. That is until they deal with an organization that’s holding on to their hardware-based contact center which typically only offers voice communications… maybe also fax and/or email…but little else.

Contact Center 91

Contact Center Morale Technology Self service 91

Enghouse Interactive

OCTOBER 12, 2021

Add self-service so that customers can have control of how they engage with you. Integrate a Knowledge Base into your self-service process to ensure specific help can be provided quickly via text, documents, or text-to-speech. From the customer’s first point of contact to the last.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Enghouse Interactive

SEPTEMBER 20, 2021

Contact Center Solutions. Delivered from the cloud “as a Service”… enables you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security possible. Single-Sourced. Always Accessible. Ubiquitous Unified Communications. . Unified Communications.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

Cisco - Contact Center

DECEMBER 17, 2020

Optional integrated Webex Workforce Optimization provides tools for workforce management, quality management, and workforce analytics. This fusion of human and AI results in natural, fast, and easy around-the-clock self-service. Next Up: Customer Experience as a Service (CXaaS).

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133