JustCall

MARCH 7, 2023

Whenever you hear the term contact center, you imagine cubicles filled with employees, headsets on their heads resolving customers’ queries. However, the COVID-19 pandemic has changed this reality for many people. It eliminates the need for any on-premise hardware or infrastructure to run a contact center.

Contact Center 52

Contact Center Cloud contact Contact center software contact center solutions 52

Fonolo

DECEMBER 15, 2020

It’s always difficult to predict trends, especially during uncertain times. However, we’re willing to bet that this contact center trend — resiliency — will be seen across all industries. COVID-19 reminded us that bad stuff happens quite regularly. Contact centers need to be more resilient before the next crisis.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. Benefits of CCaaS Key Features of CCaaS How to select the right CCaaS software for your business? CCaaS is the acronym for Contact Center as a Service.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

Interactions

APRIL 9, 2020

And while there are many factors influencing organizations right now, it becomes clear that those with tested, thorough, and agile Business Continuity Plans are seeing the benefits. According to Mercer , 51% of companies around the world have no plans or protocols in place to combat a global emergency, such as coronavirus (COVID-19).

Contact Center 71

Contact Center Virtual Agent Technology Enterprise 71

3CLogic

JULY 21, 2020

As the global impact of COVID-19 continues, a vast majority of enterprise organizations are accelerating their cloud adoption plans – this is especially true for customer-facing departments and call center teams still tethered to legacy and on-premise solutions. Not convinced? No hardware – just software.

contact center solutions 75

contact center solutions Cloud contact Enterprise Contact Center 75

SharpenCX

JULY 23, 2020

Agents juggle phone calls, quickly type out emails and talk down angry callers. We’ve seen the typical call center in TV shows or in movies. This scene makes for good drama, but today contact centers look different. . This scene makes for good drama, but today contact centers look different. . The air seems tense.

Contact Center 101

Contact Center Call Center Education At home agents 101

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

Altivon

JUNE 13, 2020

Contact Centers Demonstrate Value Amid COVID-19 and Beyond. Until very recently, only 13% of contact center agents worked remotely on a permanent basis. Here is a look at how US contact centers are responding to the unique demands of the current climate. Remote Work Before COVID-19: Survey Results From 2019.

Abandon rate 52

Abandon rate Contact Center contact center solutions Transportation 52

Netomi

DECEMBER 2, 2021

A virtual contact center is one in which agents respond to incoming phone calls, emails, social media requests and other customer service tickets remotely, not from a centralized location. This is a change from more traditional, brick-and-mortar call centers in which agents work from the same location. .

Contact Center 52

Contact Center virtual call center Interactive Voice Response Call Center 52

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Serenova

MAY 29, 2020

Surviving the first months of COVID-19 required a swift operational reboot that began with a major work-from-home (WFH) transition. The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. Every time.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. However, COVID-19 proved to be a catalyst for adopting the cloud-based model due to its work-from-home capabilities.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

DMG Consulting

JANUARY 20, 2022

During the first six months of the pandemic in 2020, companies closed their doors to their employees and the public in an attempt to keep people safe. The virtual economy was energized, and growth accelerated for companies that could move their activities and operations online. Work-from-Home Drives Migration to the Cloud.

Enterprise 54

Enterprise Contact Center Employee engagement Virtual Agent 54

JustCall

MAY 28, 2020

The COVID-19 scare has shut down almost all on-premise call centers. Most call center agents who work from home now, have been relying on wired desk phones and complex storage equipment. A virtual call center driven by a cloud phone system turns out to be a great solution here.

virtual call center 52

virtual call center Call Center Interactive Voice Response CRM 52

Xaqt

JANUARY 15, 2021

Paul Stockford of Saddletree Research, a leading analyst firm in the Contact Center industry, published today a Research Brief covering Xaqt's AI powered Vaccination Communication and Scheduling automation platform. Xaqt’s Intelligent Virtual Agents also have the capability to schedule and manage appointments and send reminders to citizens.

Virtual Agent 40

Virtual Agent Government Contact Center Chatbots 40

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Serenova

JULY 21, 2020

Customer Engagement in the Contact Center. In the wake of the COVID-19 pandemic, many technologies and global trends have come to a head, including two right in Lifesize’s wheelhouse. Today, we are enhancing contact center agents’ ability to fully engage with customers by bringing video to the cloud contact center.

Contact Center 90

Contact Center Analytics Technical Support Healthcare 90

Serenova

AUGUST 4, 2020

For decades, the call center has served as the frontline for the business, offering customers a way to interact directly and receive support from a company. What is a Call Center? Call centers often serve several functions — including billing, telemarketing, debt collection and more. Types of Call Centers.

Call Center 52

Call Center Interactive Voice Response contact center solutions Contact Center 52

Xaqt

JUNE 1, 2020

Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures. Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures. The large cloud providers (ie.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

SharpenCX

JUNE 9, 2021

Over a year ago, most companies took their businesses remote due to COVID-19, and many have stayed remote ever since. Now, more than a year later, the benefits of remote work are apparent. Read Next]: Conquer your Work From Home Call Center Challenges with Advice from the Experts. This is an increase of 16.8

Management 67

Management Contact Center Employee engagement Engineering 67

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. However, COVID-19 proved to be a catalyst for adopting the cloud-based model due to its work-from-home capabilities.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

aircall

MARCH 3, 2021

Call centers handle complaints, help you identify pain points, and standardize the customer experience and you need the right call tracking metrics to understand performance. Set essential call tracking metrics. With call metrics, you have a standard way to evaluate your call center’s performance.

Metrics 71

Metrics Benchmark Healthcare Call Center 71

Serenova

JULY 21, 2020

Customer Engagement in the Contact Center. In the wake of the COVID-19 pandemic, many technologies and global trends have come to a head, including two right in Lifesize’s wheelhouse. Today, we are enhancing contact center agents’ ability to fully engage with customers by bringing video to the cloud contact center.

Contact Center 52

Contact Center Analytics Technical Support Healthcare 52

Serenova

OCTOBER 7, 2020

Coronavirus has officially kicked the work from home (WFH) trend into a permanent reality — and the call center is no exception. At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Netomi

FEBRUARY 28, 2022

As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Alexandra da Silva Rodrigues – Strategical Advisor for Global Contact Centers, Radisson Hotel Group. Women of Influence: 25 Innovative Customer Experience Leaders. Connect with Alexandra.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

CSM Practice

JULY 6, 2020

At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn. SaaS businesses that thrive during this period not only retain their customers but also sell more of their services to them.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn. SaaS businesses that thrive during this period not only retain their customers but also sell more of their services to them.

SaaS 71

SaaS Upselling Accountability Sales 71

Netomi

APRIL 7, 2023

With an ever-expanding customer base, WestJet’s Chief Digital and Innovation Officer Alfredo Tan realized that the airline needed to embrace innovation whole-heartedly in order to keep up with customer expectations for personal and convenient support. Read why each makes our list below (in alphabetical order!):

Customer Service 52

Customer Service Airlines Customer centricity Banking 52

CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). This year, Calabrio is focusing sessions on the Connected Workforce and for the second year in a row, C3 is being held as a virtual event.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

C Space

JULY 2, 2020

Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. Zuckerberg said the boycott is more of a PR issue than one that will hurt the social-media giant’s bottom line, according to remarks Zuckerberg gave at an employees-only virtual town hall.

Airlines 52

Airlines Advertising Automotive Multichannel 52

JustCall

MARCH 29, 2022

In this comprehensive guide, we will cover every aspect of sales automation and how a sales contact center can leverage automation to achieve more. In recent years, CRM and sales automation software has become more common in enterprises of all sizes as organizations seek to benefit from the advantages of sales automation.

Sales 52

Sales Interactive Voice Response Contact center software CRM 52

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. In the age of the internet, it is difficult to keep tabs on which thought leaders and influencers are the real deal, and which ones are not. This is especially true in the customer service industry. At Netomi, we deeply care about improving the customer experience. Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

C Space

MARCH 17, 2020

Several supermarkets including Stop & Shop in the US and the UK’s Iceland are opening earlier to serve older customers, and German-based retailer Aldi has just donated £250,000 to charity AgeUK. UK-based greetings card and stationery retailer Paperchase is refusing to accept cash payments due to infection worries. Chris Nurko.

Airlines 40

Airlines Government Construction Healthcare 40

Spearline

JULY 13, 2021

At Spearline, many of our customers have contact centers situated worldwide, used for customer service, sales, and product information. Therefore, one of the purposes of the Spearline blog is to educate our readers and update them with the latest and most relevant pieces of information, including trends in the contact center industry.

Contact Center 98

Contact Center Telecommunications Analytics Surveys 98

Spearline

APRIL 23, 2020

New technological improvements are advancing the ecosystems within call centers and business support centers. Due to the ongoing COVID-19 pandemic, customers and businesses alike are more reliant on contact centers than ever to assist when a problem arises. Intelligent Visual Support.

Contact Center 89

Contact Center Interactive Voice Response Scripts Analytics 89

Babelforce

FEBRUARY 17, 2022

Call center software is a big investment. do call centers use?” and highlight nine features of call center software to look out for. In this post: Call center software needs to be adaptable… …it should support automation, and it has to be user friendly. In this post we’ll ask “what software.

call center software 52

call center software Call Center APIs Interactive Voice Response 52