Global Speech Networks

JANUARY 11, 2022

Naturally, members want to know their economic health is in good hands — which means every financial institution needs a CX platform that enables personalised member experiences. That’s why your contact centre must be equipped to address the increasing online demand of banking customers. This can be challenging.

Finance 52

Finance Technology Customer Experience Cloud contact 52

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

CSM Magazine

DECEMBER 2, 2020

In contact centres, more employees than ever before now work remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed everything. guaranteed uptime and total security means there really is no better time to transition to the cloud.

Analytics 72

Analytics Self service Government Engineering 72

Creative Virtual

OCTOBER 13, 2020

This means that companies are always on the hunt for ways to meet those expectations, build brand loyalty and deliver a better customer experience. This means that companies are always on the hunt for ways to meet those expectations, build brand loyalty and deliver a better customer experience. By Mandy Reed, Global Head of Marketing.

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

Comm100

NOVEMBER 15, 2022

Contact centres are recognizing the restraints of telephone support and incorporating digital channels as they look to digitalize their operations. Contact centres are recognizing the restraints of telephone support and incorporating digital channels as they look to digitalize their operations.

contact center solutions 52

contact center solutions Chatbots Contact Center Wait times 52

CSM Magazine

MAY 5, 2022

With stress levels in contact centres as a constant, Magnus Geverts at Calabrio discusses how to balance the needs of employees and the business with a fresh approach to agent self-scheduling. This has hit the contact centre industry hardest, where higher-than-ever levels of stress are driving serious agent retention issues.

Self service 52

Self service Service level Analytics Coaching 52

Enghouse Interactive

APRIL 23, 2021

An effective call recording or call monitoring system is essential for today’s contact centre. Not only does it help organisations meet regulatory compliance obligations, but it can also assist in dispute resolution and has an important role to play in improving call centre performance.

Scripts 45

Scripts Analytics Best practices Technology 45

Babelforce

JULY 16, 2020

Contact centres are often faced with a myriad of issues when it comes to adapting and adopting practices and solutions that can transform the way they operate. In our experience, this doesn’t mean that the organisation is ready to tear up what exists in exchange for a totally new way of working. With change comes risk.

Education 52

Education Enterprise Finance CRM 52

CSM Magazine

DECEMBER 1, 2020

discusses how artificial intelligence (AI) can help to achieve the right balance. So where does Artificial Intelligence (AI) fit in? Whether an organisation offers a bot response or live chat service, AI guarantees that all enquiries are answered concisely, smoothly and in a way that is seamless to the customer.

Automotive 69

Automotive Transportation Big data Interactive Voice Response 69

Balto

APRIL 20, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email Contact centers find themselves at a critical juncture. Contact center leaders are tasked with creating as much value as possible with as few resources as possible, without sacrificing the customer or agent experience. And what role does technology play?

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

JustCall

APRIL 5, 2023

Through this article, you will learn about the nuances of both these contact centre solutions that will ultimately help you make the right selection, by considering the various factors that distinguish these applications. When selecting a cloud-based business phone system, its features and problem-solving capabilities do matter a lot.

call center software 52

call center software Call Center Interactive Voice Response Enterprise 52

Creative Virtual

OCTOBER 7, 2020

There have been many discussions on the self-awareness of robots, which is a topic as old as Artificial Intelligence, starting from Isaac Asimov’s three laws of robotics, continuing to the Turing test and nowadays AI ethics organisations. The other would mean more rules and a narrower approach. By Laura Ludmany, Knowledgebase Engineer.

Customer Service 52

Customer Service Morale Surveys Analytics 52

Infinity

OCTOBER 20, 2019

What effect has the tech tsunami had on the contact centre, and how is in the industry managing to keep up? To find out more, we’ve approached contact centre CEOs, journalists, and C-suite members to reveal how tech changed the future of the contact centre, and what you can do to keep up.

Chatbots 40

Chatbots Consulting Consulting Banking 40

Inbenta

MAY 7, 2021

Failing to make the customer feel valued means losing potential customers and serious damage to your brand. What is their preferred method of contact? When do they mostly get in contact with you? It’s astonishing that so many organizations fail to realize the risks of ignoring their most valuable asset.

Customer Service 116

Customer Service Interactive Voice Response voip Multichannel 116

JustCall

NOVEMBER 25, 2022

It also uses predictive AI. For example, AI can use purchase history and online behavior and combine these with sentiment analysis and social media activity. The Power of Sales Intelligence. Many successful companies have acted on sales intelligence for a while now. This data yields insights into behavior and intent.

Sales 52

Sales B2B CRM Finance 52

Babelforce

NOVEMBER 30, 2022

(Working with contact centers around the world, we know that better than anyone!). We’ve divided our definitions into the following categories: Metrics and measurables Technology Contact center terminology Business practices and methodology. This does not include time spent navigating an IVR system. Metrics and measurables.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Spearline

DECEMBER 15, 2021

The Spearline Podcast Spearline Podcast Ep. 18 : Telecoms – Then and now with Ola Budak 35:57 Spearline Podcast Ep. 18 : Telecoms – Then and now with Ola Budak 35:57 30 30 1x Subscribe Listen and subscribe on your favorite app. Tune in now to catch up with all the latest Spearline news and developments!

Engineering 119

Engineering Technology Wireless Government 119

Eptica

MAY 15, 2019

So, how does your industry compare? What this means for brands in these sectors Being in a low trust sector provides brands with an opportunity. Date: Wednesday, May 15, 2019 Author: Pauline Ashenden - Marketing Manager Which sectors do consumers trust most for CX? Published on: May 15, 2019.

Automotive 66

Automotive Government Banking Best practices 66

Infinity

JULY 7, 2019

There are few who don’t believe data brings opportunities for marketers, but once all of those ones and zeroes start flowing in, what does it all mean? Overflowing lakes of data mean nothing if you don’t know what to do with them, or why you’re doing it. The end of generic? Revenue unlocks AI for data analysis.

Marketing 40

Marketing Advertising Metrics Surveys 40

Comm100

JULY 9, 2019

How does your contact center handle new starter training and onboarding? Contact Center World research suggests that for those centers which invest in training, onboarding a new employee can cost upwards of 14k+, with a new hire’s breakeven point for ROI not kicking in until week 22.

Contact Center 40

Contact Center Chatbots Coaching Feedback 40

Eptica

DECEMBER 20, 2017

Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months. Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

JustCall

FEBRUARY 13, 2023

Sales call centers have become essential to many businesses, serving as customers’ first point of contact and providing valuable support and assistance. This comprehensive guide will cover all the steps and details you need to start, run, and grow a thriving sales contact center. The attention is on every sales call center!

Sales 52

Sales Call Center Interactive Voice Response CRM 52

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years. Customer experience has been a buzzword for several years and is only heating up. How to overcome those challenges?

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64