Connect

JANUARY 22, 2024

Download the 2024 contact centre buyer’s guide by Genesys for insight on how Artificial Intelligence (AI) is reshaping businesses, providing growth opportunities and prompting crucial decisions about contact centre deployment strategies. Download the 2024 contact centre buyer’s guide : Download IAbout ‘ Connect.

Cloud contact 94

Cloud contact Contact Center Marketing Customer Experience 94

ShepHyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?. What is Voice bot?

Contact Center 179

Contact Center Interactive Voice Response Chatbots Call Center 179

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. Flexible deployment options include on-premises, cloud-based, and hybrid models.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Cisco - Contact Center

JANUARY 10, 2023

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.

Banking 145

Banking Enterprise APIs Contact Center 145

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

ShepHyken

APRIL 8, 2022

This week, we feature an article by Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise. He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. Product discovery experience .

Customer Experience 184

Customer Experience Contact Center Contact center software Personalization 184

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. With Amazon Lex bots, you can use conversational AI capabilities to enable these capabilities within your call center.

Chatbots 96

Chatbots APIs Self service Contact Center 96

ShepHyken

OCTOBER 29, 2021

is a content developer and a digital media strategist at Knowmax. She shares how companies can choose the call center software that fits their customer support teams. If you wish to impress your customers or live up to their expectations, you need a call center tool that enables effective work. Cloud-based calling?

call center software 190

call center software Call Center Customer Support Scripts 190

Zappix

MARCH 13, 2024

EIN PRESSWIRE ) March 13, 2024 Zappix , a leading AI-Powered Digital Engagement Platform provider, has been named one of the “Most Promising Utilities Tech Solutions Providers 2024” by CIO Review. Zappix’s AI-Powered Digital Engagement Platform integrates with existing back-end systems, such as ERP and CRM.

Self service 52

Self service Interactive Voice Response Analytics CRM 52

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? When customers reach out to a call center, they often expect their issues to be resolved immediately. The industry benchmark for supervisor escalation is 10% or less .

Call Center 106

Call Center Management Wait times Contact Center 106

TechSee

OCTOBER 9, 2018

Millennials, the notoriously digital-savvy generation born between 1980 and 2000, are a force to be reckoned with. According to a report by Pew Research Center , 85% of Millennials say they use social media. Sounds exhausting? Not for Ashley. She’s a Millennial. Millennial consumer attributes. Investigate how they can work for you. .

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

CSM Magazine

FEBRUARY 16, 2024

In April 2024, the Las Vegas Convention Center will see the return of the Call and Contact Center Expo. The event is focused on the processes used by call and contact centers, with showcases from over 200 different business representatives along with seminars by over 100 industry experts.

Contact Center 52

Contact Center Big data Call Center Technology 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 percent and 50.0

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

NobelBiz

NOVEMBER 20, 2023

In an era defined by digital communication, mastering the art of business calls is non-negotiable. Its cloud-based architecture integrates effortlessly across desktops, laptops, and mobile devices, offering a level of flexibility that enhances communication management.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

SharpenCX

OCTOBER 13, 2021

Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue.

Contact Center 128

Contact Center Technology Coaching Analytics 128

Fonolo

NOVEMBER 19, 2020

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. The State of the Contact Center in 2020. Happier customers.

Contact Center 162

Contact Center Abandon rate Enterprise Government 162

SharpenCX

NOVEMBER 10, 2021

It’s a daunting task to find new cloud technology for a contact center. You need to ask the right questions and gather supporting info to commit to a new cloud contact center system. . >> Download Now: 101 questions to ask on your contact center RFP. Ask yourself: . Vendor Research.

Cloud contact 128

Cloud contact Contact Center Technology Accountability 128

Upstream Works

FEBRUARY 17, 2022

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers.

Contact Center 78

Contact Center contact center solutions Technology CRM 78

CSM Magazine

JANUARY 17, 2024

As we step into a new year, the customer experience sector is gearing up for a transformative 12 months. Experimentation Takes Centre Stage The contact centre industry will become a hotbed of experimentation. It seems as though we talk about that every year – but I genuinely believe 2024 will finally live up to those expectations.

Cloud contact 52

Cloud contact Analytics Chatbots Contact Center 52

Fonolo

JUNE 13, 2023

Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. What can a call center manager do? 4 Ways Call-Backs Improve Your Call Center First, a quick refresher on some key ways call-backs improve your call center.

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

Talkdesk

DECEMBER 10, 2020

If modernizing your customer experience (CX) isn’t one of the top priorities for the leaders in your organization, it should be. Migrating a contact center to the cloud can drive your digital transformation program forward. Don’t forget to document why you’re looking to replace your current solution.

Cloud contact 115

Cloud contact Contact Center Transportation contact center solutions 115

DMG Consulting

MAY 8, 2023

This positioned vendors to invest heavily in their solutions (particularly during the first six months of the year) and deliver a great deal of innovation to the market. The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX).

Management 62

Management Enterprise Analytics Contact Center 62

NobelBiz

DECEMBER 5, 2023

The most common reasons for using call forwarding are: avoiding missed calls (86%), providing alternative contact options (75%), and managing workload (72%). This process begins with the VoIP system analyzing the caller ID information to determine if the call is from a known contact or a new caller. for domestic calls and $10.00

voip 104

voip Cloud contact Contact center software Contact Center 104

Zappix

FEBRUARY 6, 2024

(PRWEB) Feb 6, 2024 Zappix , a leading provider of AI-Powered Digital Engagement Platform, is delighted to announce the launch of the enhanced Zappix Digital Outreach product. This dynamic solution empowers enterprises to refine their customer engagement strategies, fostering increased success in their outreach campaigns.

Interactive Voice Response 52

Interactive Voice Response Analytics Self service Enterprise 52

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Cloud Agility.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Talkdesk

DECEMBER 10, 2020

We talked to almost 900 consumers and hundreds of customer experience (CX) professionals to understand the changing landscape of CX in financial services and insurance. With this revolution comes the opportunity for companies in the industry to transform their contact centers into strategic assets. The CX stakes are rising.

Contact Center 135

Contact Center Upselling Cloud contact Analytics 135

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. “We are delighted to partner with Journey on this innovative approach to providing contact centers access to more robust and efficient security.

industry standards 52

industry standards Contact Center Customer centricity SaaS 52

CSM Magazine

MARCH 27, 2023

Calabrio , the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market.

Contact Center 52

Contact Center Enterprise Management Customer centricity 52

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. Employee Experience.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Cisco - Contact Center

NOVEMBER 24, 2020

Hope and Hype for Customer Service and Support Solutions — Insights from Cisco and Gartner Research. Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead.

Contact Center 108

Contact Center Technology contact center solutions Cloud contact 108

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

Voiptime

AUGUST 24, 2022

Clients favor using three or more digital channels of contact with a firm - this is the data provided by McKinsey research. As we have severally mentioned, client experience straightly depends on how a business’s service fits customer expectations. How about discovering which contact channels are preferred the most?

Multichannel 74

Multichannel Contact Center Cloud contact contact center solutions 74

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62

DMG Consulting

JUNE 8, 2021

These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of customer sentiment. Product Innovation. Broader Use Cases for IA.

Analytics 107

Analytics Enterprise Contact Center Marketing 107