JustCall

MARCH 7, 2023

Outsourced contact center solutions can take the burden of customer management off your team’s shoulders. Advantages of Outsourced Contact Center Solutions Contact center outsourcing is booming because of its many benefits. Here are some disadvantages of outsourced contact center solutions.

outsourcing 52

outsourcing Contact Center contact center solutions voip 52

Robert Davis

OCTOBER 24, 2018

When customers call, it is essential for contact centers to have an effective workforce management (WFM) plan and meet service level goals. Leadership must validate routing solutions to get the right call to the right person to reduce transfers.

Contact Center 48

Contact Center contact center solutions Customer Care Service level 48

Playvox

DECEMBER 13, 2022

Related Article: Why You Need to Measure Customer Experience in Your Contact Center. Have you ever struggled to determine what caused an unexpected increase in volume or a decrease in service level? But this is an important component in identifying and resolving issues with volume and service levels.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Hodusoft

MAY 24, 2022

The center is managed, maintained, and supported onsite by the organization. This means that the infrastructure is managed in-house, with the help of an outsourced vendor such as an On-Premise contact center software is a contact center solution that can be used within an organization’s corporate offices.

Contact Center 98

Contact Center Contact center software Cloud contact contact center solutions 98

Aspect

AUGUST 27, 2020

Aspect believes organizations deserve unparalleled choice and flexibility, and we strive to build contact center solutions that fit the specific needs of each individual customer.

Cloud contact 83

Cloud contact Contact center software contact center solutions Enterprise 83

Cisco - Contact Center

AUGUST 18, 2020

This empowers contact centers to forecast for the unexpected easily and accurately, proactively analyze and adjust for daily realities, and make smarter decisions to manage critical business resources to optimize service levels. To learn more about Webex Contact Center, read our ebook. Learn More.

Contact Center 115

Contact Center contact center solutions Analytics Entertainment 115

Playvox

JULY 14, 2023

Ways to Measure Contact Center Agent Productivity Measuring productivity in the call center can be complex. If you have the right contact center solutions that provide real-time and historical data for the most important call center productivity metrics, it’s a lot easier.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

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

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

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

NobelBiz

MAY 21, 2024

Feedback : Inbound call centers serve as valuable channels for collecting customer feedback, which can be used to improve products, services, and processes. Operational Efficiency : Streamlined processes and quick resolution of customer issues lead to increased operational efficiency, reducing costs and improving service levels.

Call Center 52

Call Center Scripts Average Handle Time Contact Center 52

Talkdesk

FEBRUARY 14, 2020

When struggling with an outdated customer support system, which lacked sufficient reporting capabilities and integration with Zendesk, ClickPay realized its inflexible contact center solution could not scale as quickly as the business was growing.

Enterprise 55

Enterprise Real estate Customer Experience Abandon rate 55

Serenova

APRIL 7, 2020

It was critical to address the issues quickly so agents could be up and running, and back to serving customers without negatively impacting service-level agreements (SLAs). For organizations around the world addressing unprecedented needs during this crisis, solutions are about supporting people—both internal and external.

contact center solutions 98

contact center solutions Cloud contact Contact Center Business Process Outsourcing 98

NobelBiz

MARCH 5, 2024

Call center reporting maps out the journey thus far, providing a detailed logbook of historical data that helps the operational performance of a call center at any given moment. What are the Benefits of Call Center Reporting? All the way from onboarding to support to troubleshooting has been great throughout this journey!”

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

City Communications

SEPTEMBER 10, 2018

A contact center solution should be customizable to fit your exact needs. Prioritize your needs so you know when a solution is coming close to your ideal: key performance indicators, agent skill sets, and call flows are just a few of the factors that will be important for making your choice. Your business is also unique.

Cloud contact 81

Cloud contact Contact Center contact center solutions Call flow 81

Talkdesk

APRIL 24, 2020

Building outstanding customer experience (CX) and creating positive disruption across the contact center solutions industry is what drives Talkdesk® every single day. The heart and soul of Talkdesk is to help our customers make CX a competitive advantage across markets, with a lifelong mission to end bad customer service.

contact center solutions 57

contact center solutions Contact Center Service level Marketing 57

Serenova

AUGUST 23, 2019

Modern contact centers now also have an increasingly powerful arsenal of technology to help deliver digitally transformed customer care in any season. But striking the balance of maintaining high service levels while controlling costs is tricky.

Customer Experience 65

Customer Experience contact center solutions Contact Center At home agents 65

Playvox

DECEMBER 15, 2022

Many messaging platforms (as well as modern CRMs and customer support solutions) are able to support both synchronous and asynchronous messaging, and many omnichannel contact center solutions allow a single customer inquiry to move across multiple channels. Asynchronous channels are a bit more complex, though.

Contact Center 72

Contact Center Average Handle Time Agent Empowerment Service level 72

NICE inContact

MAY 6, 2019

On a high level, the company’s contact center solutions — WestIP, Moxie, and Outlook — were siloed and just weren’t talking to each other. The problem? For Gant, this meant trouble on several different fronts: no visibility across channels, increased call handle times, and customer friction.

contact center solutions 58

contact center solutions Interactive Voice Response Wait times Service level 58

NobelBiz

MARCH 19, 2024

By generating comprehensive reports, these dashboards empower organizations to track and analyze historical data points such as service levels, call times, resolution rates, and customer satisfaction scores. Watch video 8 Key Metrics that every call center dashboard should have 1.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Talkdesk

DECEMBER 27, 2019

In addition to its rapid growth, improving response time from the contact center was the differentiating factor that led to TrackTik’s selection of Talkdesk. Presenting outstanding call quality, reliability and an available 100% Uptime Service Level Agreement (SLA), Talkdesk cloud solutions were easily the winner.

contact center solutions 59

contact center solutions Cloud contact Contact Center Enterprise 59

Playvox

JUNE 28, 2022

Once digital channels enter the picture you need to schedule enough agents to meet service level agreements (SLAs), but forecasting and scheduling agents to meet service demand across many channels is sometimes easier said than done.

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

Talkdesk

MAY 8, 2020

A Fortune 100 global media conglomerate is the newest enterprise to choose Talkdesk® as a trusted provider of contact center solutions. The new client will further deploy Talkdesk in more than 90 locations around the world by the end of 2020.

contact center solutions 78

contact center solutions Cloud contact Contact Center Enterprise 78

NICE inContact

AUGUST 21, 2019

What is surprising is the number of companies that I work with that are only routing voice interactions via their contact center solution. An advanced cloud contact center solution, like CXone , allows a company to specify the rules for handling channels differently. Or voice plus web chat.

contact center solutions 54

contact center solutions Contact Center Morale Benchmark 54

NobelBiz

FEBRUARY 22, 2023

Call center shrinkage is calculated using the following formula: Shrinkage = (Number of Agents Needed to Handle Clients/Number of Agents Available) x 100 Or Shrinkage = ((Total Hours of External Shrinkage + Total Hours of Internal Shrinkage)/Total Hours Available) x 100 How to keep Shrinkage under control?

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

Serenova

JUNE 24, 2020

Truly effective, integrated omnichannel is a customer service strategy that can provide organizations the momentum to move ahead of their competition now, and stay ahead well into the future. Integration must happen at the time a channel is launched— not after—for optimal omnichannel customer service interactions.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Global Response

JUNE 13, 2023

What are your goals for customer service and your call center more broadly? What are your expectations for service levels and quality? More expertise within a call center means less control will be needed for quality assurance and service levels. What do you hope to achieve by outsourcing?

outsourcing 62

outsourcing Call Center Metrics Service level 62

Talkdesk

JANUARY 3, 2020

On top of this, the artificial intelligence (AI) granted by Talkdesk iQ allows the agency to access performance fluctuations and recommendations based on the data provided, and consequently adjust service levels in order to reduce costs, save time and boost return on investment.

Cloud contact 62

Cloud contact contact center solutions Contact Center CRM 62

NobelBiz

FEBRUARY 13, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Serenova

JUNE 24, 2020

Truly effective, integrated omnichannel is a customer service strategy that can provide organizations the momentum to move ahead of their competition now, and stay ahead well into the future. Integration must happen at the time a channel is launched— not after—for optimal omnichannel customer service interactions.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Monet Software

DECEMBER 13, 2018

Genesys is the global leader in omnichannel customer experience and contact center solutions that power 25 billion of the world’s best customer experiences each year. Monet WFM now integrates with the Genesys PureCloud® platform, the industry’s leading cloud customer engagement solution.

Management 48

Management contact center solutions Morale Contact Center 48

Talkdesk

FEBRUARY 28, 2020

Justworks’ support team of approximately 250 agents struggled with a legacy, on-premises contact center solution for customer support. Justworks handles the nitty-gritty of payroll, benefits, compliance and HR, so customers have more time to learn, grow and seek something worthwhile.

First call resolution 61

First call resolution contact center solutions Cloud contact Contact Center 61

Call Experts

JUNE 22, 2021

ATSI extends its congratulations to the staff of Call Experts on their proven quality service to their customers. The ATSI Award of Excellence is essential to our members and their employees to continually evaluate the service levels they are providing to their clients. About ATSI.

Customer Support 52

Customer Support Telemarketing Telecommunications Contact Center 52

NICE inContact

JULY 2, 2019

Service levels improved significantly, even as contact center volume exploded! Our fast growth would be impossible to handle without CXone,” he says, “It is the backbone of everything we do, and it has been integral to our success…CXone is, hands down, the best contact center solution I’ve ever used.”.

Abandon rate 60

Abandon rate Contact Center contact center solutions Service level 60

Expivia

AUGUST 18, 2021

Setting up an omnichannel contact center is the best way to ensure that you’re providing world-class customer service. Follow these 7 steps and best practices to truly make omnichannel support successful at your contact center. Use a Cloud Contact Center Solution.

Contact Center 98

Contact Center Multichannel Best practices Interactive Voice Response 98

Talkdesk

DECEMBER 26, 2018

Frustrated by their previous provider’s service interruptions, poor support, and data reporting that was inconsistent and unreliable, Boostability chose Talkdesk to alleviate these system shortcomings and support its customers with an easy-to-use and agile contact center solution in the cloud, backed by a 100% Uptime Service Level Agreement.

Marketing 43

Marketing Customer Service contact center solutions Contact Center 43

Enghouse Interactive

JUNE 17, 2020

Yet, even after having fully integrated Teams with an advanced omni-channel Contact Center solution, there are significant opportunities to further enhance a contact center’s ability to engage with customers. Help Customers Help Themselves with Self-Service.

Interactive Voice Response 59

Interactive Voice Response Self service Abandon rate Contact Center 59

Serenova

NOVEMBER 26, 2019

With every service channel you open, you’re offering more convenience and choice. But your customers will expect all options to reflect your best service levels and efficiency. The hard truth is you’ll never meet customer demands until your service teams and technology work together.

Customer Service 69

Customer Service Chatbots Contact Center Surveys 69