Customer Service, Interactive Voice Response, Quality management and Video

Call Center optimization: Tools and best practices to increase performance

NobelBiz

FEBRUARY 27, 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. A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Best practices

Best practices Call Center Interactive Voice Response First call resolution

Keep Your Business Afloat With Remote Customer Service

JustCall

APRIL 13, 2020

Are you finding it difficult to manage remote customer service teams? We interviewed several customers and customer service teams that have shifted to remote working. We found out that with remote customer support teams, conserving team unity and productivity becomes challenging for Managers.

Customer Service

Customer Service Interactive Voice Response Analytics First call resolution

Abandon the Status Quo Now

Enghouse Interactive

JUNE 17, 2020

Simultaneously, improving collaboration will also decrease the Average Hold Times (AHT) while increasing customer-servicing capabilities, by complementing agents with “always-on” self-service capabilities that increase customer autonomy and satisfaction. IVR / Mobile IVR / Chatbots / CRM integrations.

Interactive Voice Response

Interactive Voice Response Self service Abandon rate Contact Center

Webinars

Manual Call Reviews? There's a Better Way!

MORE WEBINARS

Top 10 Contact Center Software for 2022-2023

Hodusoft

NOVEMBER 29, 2022

Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. Out of them, only a few are worthy and enable businesses to excel in their customer service and support endeavors. Top 10 Contact Center Software for 2022-2023.

Contact center software

Contact center software Contact Center Interactive Voice Response contact center solutions

Advanced Call Center Technologies: Current Trends and Best Practices

Expivia

JULY 21, 2021

If an interactive voice response (IVR) system can take care of them, it saves your call center time and money. However, self-service CANNOT be your service model. . A combination of IVR and agent interaction is a call center best practice when it comes to technology. Video Customer Service.

Best practices

Best practices Call Center Technology Interactive Voice Response

Top 9 Talkdesk Alternatives & Competitors in 2023

JustCall

APRIL 5, 2023

Top Features of JustCall Call queues – Route calls to the right agent using IVR, skill-based routing, and caller information to ensure customers reach the right agent and are not kept waiting. Monitor, whisper, or barge – Monitor live agent calls and provide help through whispers or by joining the call in real-time.

voip

voip Interactive Voice Response APIs Contact Center

Better Together (Blog#3)

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer.

Self service

Self service Contact Center Chatbots Average Handle Time

Super-Agents Are Real (Blog #1)

Enghouse Interactive

SEPTEMBER 29, 2020

At each interaction, customers are unconsciously assessing your organization and determining if there is value in continuing to do business with you. Netflix and Apple have drastically changed the game for all, triggering ever-changing and ever-increasing customer expectations. .

Interactive Voice Response

Interactive Voice Response Chatbots Self service Enterprise

How a 360 degree view of your customers can deliver personalised journeys

Global Speech Networks

JANUARY 10, 2022

You also need to understand why some frontline team members get better results than others so you can replicate the best elements of their performance — all without investing valuable supervisor time in every interaction. In fact, putting these solutions together helps create a complete, comprehensive view of your customer: a customer 360.

Brand ambassadors

Brand ambassadors Virtual Agent Quality management Analytics

Is Your Organization Ready for the Top Contact Center Trends of 2022?

Playvox

JANUARY 13, 2022

This also means remote workers can have equal access to professional development tools such as performance management and training solutions. And when learning management solutions include multimedia training, this satisfies Gen Z’s inclination for video learning. . In fact, many think AI is the future of customer service.

Contact Center

Contact Center CRM Entertainment Virtual Agent

EnghouseUC

Enghouse Interactive

SEPTEMBER 20, 2021

Agents and Other Employees: using presence indicators and persistent/threaded chat, agents can instantaneously connect with available resources across the organization (accounts receivable, decision-makers) to quickly resolve customer issues the first time, without unnecessary back and forth. Find out more.

contact center solutions

contact center solutions Contact Center Call flow Quality management

Reframing the Role of the Call Center Agent

Serenova

AUGUST 11, 2020

Businesses face ever-increasing expectations and the burden of an ever-growing volume and breadth of customer inquiries, which range from order status updates to product support to billing and more. A call center agent, sometimes called a customer service representative, is an employee that handles inbound or outbound customer calls.

Call Center

Call Center Contact Center Chatbots Quality management

The Top 10 Call Center Software for 2020

Hodusoft

FEBRUARY 14, 2020

It is like David against the Goliaths of the call center software world but this one offers lots and the best thing is they offer top-notch customer service, even customizing their call center solution to suit each user. Avaya is trusted, reliable and provides good service. Who is Hodusoft you may well ask.

call center software

call center software Call Center Contact center software voip

Trends and Realities of Successful Organizations (Blog #1)

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Customer First” drives success. Customer service has become the top business priority. will have extended Teams to their contact center for voice and 31.1% Video enablement: either use internally to manage remote agents, or externally for communications with customers.

Contact Center

Contact Center Scripts Cloud contact Technology

Mitigate Agent, Customer, Operational and Regulatory Risk

Enghouse Interactive

JULY 29, 2021

These tools can also translate speech to text, which can be quickly searched to find a specific word or phrase in audio, digital, or video streams, enabling “problem interactions” to be easily located and evaluated. Future-Proofing with Cloud, Teams, and Video .

Scripts

Scripts Contact Center Benchmark CRM

First-Party Data is Generated by your Contact Center

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. Well, maybe that’s not an accurate statement.

Contact Center

Contact Center Self service Chatbots CRM

How to Measure the Return On Investment (ROI) of Your Contact Center Solution?

NobelBiz

MARCH 23, 2022

How do you plan to measure the customer service process? Get to know your contact center agents, managers, supervisors and implementation teams’ needs You don’t want to sign up for a contact center solution simply because of the claim it will improve your contact center KPIs. What kind of flexibility do you offer the agent?

contact center solutions

contact center solutions Contact Center voip call center software

Reframing the Role of the Call Center Agent

Serenova

AUGUST 11, 2020

Businesses face ever-increasing expectations and the burden of an ever-growing volume and breadth of customer inquiries, which range from order status updates to product support to billing and more. A call center agent, sometimes called a customer service representative, is an employee that handles inbound or outbound customer calls.

Call Center

Call Center Contact Center Chatbots Quality management

Key Learnings from the Metrigy Webinar (Blog #4)

Enghouse Interactive

FEBRUARY 18, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. With the pandemic having forced organizations to increase deployments of remote agents, video has become a baseline communications channel. Here’s how to do the right thing, right now.

Contact Center

Contact Center Analytics Self service Finance

Super-Agents Are Real (Blog #2)

Enghouse Interactive

OCTOBER 13, 2020

They need to aggregate data from across the complete spectrum of CX activities, from online with context-aware assistance, to chat and messaging solutions using chatbots and live agents, to voice with intelligent IVR, and email with linguistic routing and intelligent auto-response and finally to analytics with AI insights.

Scripts

Scripts Interactive Voice Response Analytics Contact Center

8x8 Launches Speech Analytics and Integration Framework

8x8

FEBRUARY 6, 2019

Get historical information about all calls processed in the selected time frame, including real-time missed and abandoned call details for quick call-back—to avoid missing leads or customer service opportunities. Customer experience analytics. VIsibility into customer interactions and IVR usage.

Analytics

Analytics CRM APIs Contact Center

How to Understand Your Customers To Better Engage with Them

Enghouse Interactive

OCTOBER 27, 2021

The key when implementing an Artificial Intelligence (AI) platform is to ensure it analyzes the complete customer journey – from the first point of contact to the end.

Upselling

Upselling Contact Center Analytics Surveys

The First-Party Data Provided by your Contact Center

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. Well, maybe that’s not an accurate statement.

Contact Center

Contact Center Self service Chatbots CRM

Abandon the Status Quo Now Microsoft Teams Blog #2

Enghouse Interactive

JULY 7, 2020

At the same time, a contact center chatbot can “listen in” to the call to monitor how the call is progressing and provide appropriate agent guidance regarding additional customer service solutions. Protect Your Experts with Call Recording and Quality Management. Ad Hoc and Quicker Access to Expertise.

Self service

Self service Contact Center CRM Quality management

CCaaS – The Bridge to Digital Customer Engagement

Enghouse Interactive

APRIL 13, 2021

No disruption to contact center call handling capabilities, just the benefits of being able to now handle different ways customers want to engage with your organization: SMS. Video… . Facebook Messenger. and be ready to handle what comes next.

Contact Center

Contact Center Morale Technology Self service

AI – Delivers The Benefits of a Complete Picture

Enghouse Interactive

JUNE 11, 2021

To complicate matters further, customer expectations evolve as quickly as new technologies are introduced. This new reality has a significant impact on what customers want and how they want it. At the same time, businesses have more data available to them, from across every possible channel their customers use, than ever before.

Feedback

Feedback Technology Customer Experience Customer Service

Unified Communications

Enghouse Interactive

SEPTEMBER 3, 2021

See how our new UC solution can be quickly and easily integrated with your contact center to deliver the communications and collaboration capabilities you need to enhance your Customer Experience (CX). *Metrigy Research, Q3, 2021: UC, Contact Center Integration Drives Business Value. **Metrigy Research, Q1, 2021: How Companies are using AI, Teams (..)

contact center solutions

contact center solutions Contact Center Call flow Enterprise

Super-Agents Are Real (Blog #4)

Enghouse Interactive

OCTOBER 21, 2020

Effectively and efficiently resolving a customer issue can be rewarding and helps reinforce the value of the agent role and its value to the organization’s customers. In so doing, both the agent and customer benefit, and this can potentially lead to increased business and customer retention.

Self service

Self service Contact Center Benchmark Chatbots

Delivering Better Customer Experiences (CX)

Enghouse Interactive

OCTOBER 12, 2021

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.

Customer Experience

Customer Experience Self service Banking Employee engagement

Empower Customers With Self-Service Blog #2

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Self service

Self service Contact Center Chatbots First call resolution

Abandon The Status Quo Now: Microsoft Teams Blog #3

Enghouse Interactive

JULY 27, 2020

By integrating the Contact Center with Teams , organizations can significantly improve customer service levels they provide by ensuring their agents are supported with the best possible tools to meet their needs. Sneak Peak: you can see the Teams enabled Operator Console here: . Seeing is Believing. The tools are here.

Contact Center

Contact Center Education First call resolution Cloud contact

AI-Enabled Agent Assessment

Enghouse Interactive

JULY 7, 2021

While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy. Now It’s A Reality.

Scripts

Scripts Coaching Contact Center Call Center

Empower Customers With Self–Service Blog #3

Enghouse Interactive

SEPTEMBER 10, 2020

Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Self service

Self service Abandon rate Contact Center First call resolution