TechSee

JUNE 16, 2021

A company’s management team can invest in the best solution on the market and IT can install and configure it to reflect all their business processes, but if employees do not adopt it, it will never be a success. Consider employee adoption before the Visual Assistance solution is even selected.

Best practices 251

Best practices Wireless Enterprise Engineering 251

Connect

DECEMBER 11, 2023

While the rapid development of generative AI platforms will certainly eliminate the need for agents to perform numerous customer service tasks, rather than displace them, this advanced technology will emerge as their saviour and benefit operators in the long run. Offloading tasks from agents. Creating ‘ super agents.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

Upstream Works

MAY 13, 2021

We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity – and it’s all optimized for enterprises. Bring flexible cloud omnichannel solutions to your contact center to accelerate innovation, transform the customer experience and increase efficiency.

Contact Center 78

Contact Center Enterprise Analytics Self service 78

NobelBiz

NOVEMBER 15, 2022

Managing different solutions separately creates unnecessary silos and leads to conversations that don’t make sense, hurting the agent’s performance. As the public face of your brand, agents are greatly aided by a unified agent desktop that makes it easy for them to interact with customers. Why is it necessary?

Call Center 52

Call Center Contact center software Contact Center First call resolution 52

Upstream Works

JANUARY 25, 2022

Flexible and cost-effective solutions to drive innovation now and in the future. Learn more about how our enhanced omnichannel contact center solutions support digital transformation here. A Unified Agent Desktop. Investment protection by leveraging existing legacy infrastructure. Accelerating Digital Transformation.

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

CSM Magazine

AUGUST 29, 2023

Avaya customers can now leverage cloud-based passwordless authentication solutions for contact center agents, reducing fraud and unlocking significant efficiency gains. Journey’s biometric authentication use case with Avaya HCS enables agents to authenticate into their agent desktop applications biometrically.

industry standards 52

industry standards Contact Center Customer centricity SaaS 52

Upstream Works

NOVEMBER 24, 2021

This approach recognizes the need to provide agents with the right tools to do their job. Otherwise, the agent experience (AX) will be poor and CX will suffer as a result. While agents are on the front lines for most of this, they generally only have visibility based on the contact center. Provide a Unified Desktop.

Brand ambassadors 78

Brand ambassadors Contact Center Call Center Multichannel 78

Cisco - Contact Center

DECEMBER 17, 2020

In addition to making it easier for consumers to message support, the new platform makes it easy for agents to message back and track those communications across channels. Your agents are fully empowered with context about how your customers are experiencing your brand and can personalize their interaction accordingly during the interaction.

Customer Experience 131

Customer Experience Contact Center APIs Analytics 131

TechSee

FEBRUARY 9, 2020

Offering fast, intuitive guidance for a wide range of issues – from device self-installation and troubleshooting to document capture and billing advice – remote video support technology allow contact center agents to see exactly what the customer sees. Is the solution designed for contact centers? Web-based or app-based?

Self service 124

Self service Contact Center Technology Enterprise 124

Cisco - Contact Center

FEBRUARY 18, 2020

I need to modernize my customer and agent experiences to remain competitive.”. “I Cisco is addressing these needs with Release 12.5 – our latest software for Unified Contact Center Enterprise, Packaged Contact Center Enterprise, Unified Contact Center Express, and Hosted Collaboration Solution for Contact Center.

Contact Center 111

Contact Center Enterprise Self service contact center solutions 111

ShepHyken

FEBRUARY 24, 2017

How will agents get the news they need to share with customers? By having a plan in place, you can go a long way to prevent agents from saying something incorrect or even potentially damaging to a customer. Agent Training. Desktop Integration. This is when an orchestrated routing solution can be a much better choice.

Contact Center 211

Contact Center Interactive Voice Response Scripts Coaching 211

DMG Consulting

JULY 9, 2023

Question: We’re implementing a real-time guidance application and don’t want to overwhelm our agents. These tactical “real-time, all the time” solutions make high-value contributions to organizations by changing the manner in which conversations are handled. What are some best practices?

Best practices 48

Best practices Scripts CRM Consulting 48

OrecX

MAY 17, 2022

Did you know that many call recording solutions charge a substantial fee to access your own recorded audio data? Once you pay for a solution to record your customer calls, you shouldn't be charged extra to access your calls. Most audio capture solutions do not offer this level of openness. So why does this happen?

industry standards 121

industry standards APIs CRM Analytics 121

Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. In March, VPNs were rapidly expanded, laptops were taken home and agents found a quiet area in their homes from which to work.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

OrecX

JANUARY 5, 2021

It's the new year, and it's time to ramp up your collection of customer insight from your recorded conversations in order to garner competitive intelligence, identify at-risk customers, uncover workflow issues, discover underperforming agents and detect possible compliance infractions. As the saying goes, garbage in garbage out.

Analytics 127

Analytics APIs Engineering CRM 127

Upstream Works

FEBRUARY 28, 2023

However, these solutions may be harder to find than chatbot providers, and they will likely be different from chatbots in terms of functionality. Escalations need to be integrated through a single framework on the agent desktop to standardize workflows, simplify the agent experience, and provide consistency across all channels for customers.

Chatbots 78

Chatbots Customer Service Contact Center Call Center 78

InGenius

OCTOBER 1, 2018

Computer Telephony Integration (CTI) is a fundamental component of any modern contact center and plays an active role in boosting agent productivity, reducing expenses and ensuring that customer expectations are consistently met – but it can have its problems, too. Advice on how to improve CTI performance in your contact center.

Technical Support 183

Technical Support Call Logging Contact Center CRM 183

Balto

SEPTEMBER 7, 2022

An overwhelming 80% of agents report using four or more applications for each customer interaction, and nearly a quarter use a whopping 10 to 15. Multiple productivity applications running concurrently not only induces stress and visual clutter for agents but also significantly slows workflows and congest limited desktop resources.

Contact Center 52

Contact Center Banking Contact center software Average Handle Time 52

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. So, it’s important those agents feel engaged at work and are happy in their roles, with the companies they work for and the opportunities those companies make available to them.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

CSM Magazine

AUGUST 8, 2023

Discover the secret to agent wellbeing in your contact centre with hints and tips that work. It’s a welcome shift because for most contact centre managers, agent stress is the biggest labour issue on their minds and it’s diminishing the customer experience (CX). The message from Dave Hoekstra at Calabrio is ‘Keep it simple.’

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Balto

SEPTEMBER 9, 2022

New zero-footprint integration puts leading real-time guidance platform directly into Salesforce for simplified app management and improved agent productivity. Every contact center leader is well aware that agents struggle to manage too many systems across too many screens with too little screen real estate.

Real estate 52

Real estate CRM Contact Center Surveys 52

Upstream Works

MARCH 17, 2022

Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. By now, contact centers and agents have adapted to a work-from-home model, which will remain in place for many contact centers.

Contact Center 78

Contact Center Interactive Voice Response Self service Call Center 78

Connect

OCTOBER 23, 2023

A significant factor driving the shift to a future-ready contact centre is the phasing out of on-premise legacy solutions. This diversity in options prompted the shift from voice-first to omnichannel engagement capabilities, which proved cumbersome and costly with siloed on-premise solutions. The cloud foundation.

Average Handle Time 72

Average Handle Time CRM Virtual Agent Metrics 72

Balto

AUGUST 11, 2022

New zero-footprint integration embeds leading real-time guidance platform into softphone systems and everyday workflow applications for a “single pane of glass” to unleash agent performance. We are now a part of the single access point for the critical tools that agents need to perform best at their jobs.”

Contact Center 52

Contact Center Management CRM Surveys 52

Fonolo

APRIL 10, 2019

Another way to do that is to look at what’s happening at the agent desktop. Second, CRM seats cover more people than just those working as call center agents, so it wouldn’t be an apples-to-apples comparison. Easy Question: What’s Does the Agent Look at All Day? He said “The CRM vendors have won the battle of the desktop.

CRM 98

CRM Contact Center Call Center Contact center software 98

VirtualPBX

OCTOBER 18, 2022

As of October 1st, 2022, The Centers for Medicare & Medicaid Services (CMS) is requiring that all calls with a Medicare insurance agent be recorded and maintained for ten years. The goal of this new Medicare call recording regulation is to ensure that agents are acting in the best interest of their clients. Call Recording FAQ's.

Accountability 97

Accountability Sales Marketing Customer Service 97

OrecX

APRIL 22, 2021

If your audio capture solution is closed and proprietary, it can affect the velocit y at which you can access, share and activate your data to uncover upsell/cross-sell opportunities, identify at-risk customers, pinpoint agent performance deficiencies and so on. Monitor, Manage & Control. Versatility. Cloud recording.

voip 79

voip APIs Upselling CRM 79

NobelBiz

APRIL 9, 2024

Legal call centers should ensure that all agents receive comprehensive HIPAA training and certification. By educating agents on HIPAA regulations and best practices for handling health information, call centers mitigate the risk of HIPAA violations and maintain compliance with healthcare privacy laws.

Call Center 105

Call Center Telemarketing Healthcare Government 105

Upstream Works

JANUARY 22, 2019

Solutions that are flexible and easy-to-leverage will enable brands to effectively transform and innovate their workspaces and digital customer experience. The key to improving agent and customer engagements is to streamline and automate processes across contact centers and business units with effective integration of systems and information.

Customer Experience 94

Customer Experience Contact Center Enterprise APIs 94

Upstream Works

SEPTEMBER 30, 2021

While technology plays a key role in providing great CX, a team effort that goes beyond agents is required. Learn more about Upstream Works omnichannel contact center solutions here. Agents Need Broader Capabilities. Efficient call management remains important, but agents need more than more channels at their disposal.

Contact Center 78

Contact Center contact center solutions Benchmark Call Center 78

AWS Machine Learning

JANUARY 12, 2023

Adding multi-lingual machine translation to these customer support chat workflows provides cost-effective, scalable options that improve the customer experience by providing automated translations for users and agents, create an inclusive customer experience, and improve brand loyalty. Solution overview. Solution overview.

Customer Support 77

Customer Support APIs Scripts Enterprise 77

Cisco - Contact Center

SEPTEMBER 17, 2020

This month, we’re introducing enhancements to Webex Experience Management , our cloud-based AI/ML powered experience management solution, that helps businesses understand their customer journeys across all touchpoints in the organization, so they can make improvements resulting in higher customer satisfaction and lower churn.

contact center solutions 111

contact center solutions Contact Center Surveys Enterprise 111

Comm100

MAY 8, 2021

Agents/seats Unlimited 100 Unlimited Unlimited 3 Unlimited Chats Unlimited 10,000 contacts Unlimited Unlimited Unlimited Unlimited Real-time visitor tracking Yes No No Yes Yes Yes Audio/video chat Yes No No No No No Pre-chat form Yes No ? You can have up to 100 agents and the software is available on desktop and mobile app.

CRM 83

CRM Surveys Chatbots Customer Support 83

CSM Magazine

SEPTEMBER 28, 2021

Kore.ai , a top conversational AI software company, today announced the launch of SmartAssist, the world’s first AI-native end-to-end Contact Center as-a-Service [CCaaS] solution. Further, employing a full staff of live agents on a 24/7 basis is not only costly but also inefficient and prone to errors and increased wait times.

Contact Center 52

Contact Center Average Handle Time Interactive Voice Response Wait times 52

Creative Virtual

APRIL 21, 2022

Long wait times, disengaged agents, multiple call transfers, repeating yourself over and over – calling customer support has a bad reputation for a reason. Many of us would rather self-serve on the website, send an email, or chat with an agent online for most of our support needs, particularly when we are dealing with large companies.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

Upstream Works

FEBRUARY 26, 2020

This will all be transparent to customers, and you can’t do it by stringing point solutions together or patching add-ons to an aging system. A holistic approach is needed to reduce the complexity on the agent desktop, leverage existing and emerging technologies to streamline and automate workstreams for greater efficiency.

Contact Center 78

Contact Center contact center solutions Chatbots Technology 78

aircall

JANUARY 13, 2023

This article compares some of the top Novocall alternatives for anyone looking for new business phone solutions that will scale sales numbers and customer support value scores—all while keeping costs down. Choosing the right Novocall alternative could be the difference between a poor connection and a sales agent closing a deal. .

Sales 62

Sales CRM Morale Interactive Voice Response 62