ShepHyken

NOVEMBER 15, 2023

It would be a pretty terrible situation for the business, as well as the individual and wider employee morale. The customer’s voice provides a necessary clarity that can validate ideas and priorities and steer efforts. This week, we feature an article by Melanie Mingas, editor-in-chief at CX Network.

Morale 142

Morale Feedback Upselling Surveys 142

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Have we considered current research showing that at-home employees are more satisfied than those required to go into an office?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

ShepHyken

JUNE 25, 2021

She writes about how leaders can lead by example and model the change that they wish to see from their employees. Let employees know what is changing, why it’s changing, how it will impact them and what they do (differently) on a daily basis, and how they will be involved. How do leaders drive (lasting) change? .

Customer centricity 293

Customer centricity Coaching Consulting Consulting 293

ShepHyken

MAY 21, 2021

Managing your customer service team in a way that enables employees to focus on their tasks, work effectively with their colleagues and maintain a healthy work-life balance requires the right tools and approach. . In fact, getting team communication right could halve your employee turnover rate. Voice and Video Calls .

Customer Service 329

Customer Service Morale Management Customer Support 329

Momentum Telecom

OCTOBER 19, 2023

Having a reliable voice solution is more important than ever, but choosing the right one for your business from the sea of available options can be overwhelming. Having a reliable voice solution is more important than ever, but choosing the right one for your business from the sea of available options can be overwhelming.

voip 97

voip Analytics Management 97

Fonolo

JUNE 13, 2023

Improved Agent Satisfaction and Lower Employee Churn Hiring is one of the biggest challenges for contact centers, and no wonder. Customer service can be a stressful career with over 70% of agents being at risk of employee burnout. Their patience is never shorter than when dealing with your call center.

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. Both solutions also support more than 60 international languages.

Feedback 83

Feedback Surveys Customer centricity Analytics 83

VirtualPBX

AUGUST 24, 2023

Voice over Internet Protocol (VoIP) has revolutionized communication, enabling voice calls over the internet and reshaping connectivity. Video conferencing evolves, becoming a dynamic platform for face-to-face-like conversations, with high-definition video, screen sharing, and augmented reality.

voip 94

voip Chatbots Healthcare Customer centricity 94

VirtualPBX

FEBRUARY 2, 2023

For small businesses, advances in technology have changed the way they communicate with employees, vendors, and customers across a spectrum of devices and methods. These solutions typically consist of VoIP (Voice over Internet Protocol), Text Messaging, and Video Conferencing. 3 Types Of Business Communication Solutions 1.

voip 98

voip Technology 98

NobelBiz

NOVEMBER 20, 2023

By consolidating calls, voicemails, and recordings within a unified platform, it simplifies organizational efficiency. Experience the richness of the NobelBiz Voice Carrier Network , our comprehensive voice carrier network and phone service.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

Momentum Telecom

JUNE 17, 2022

In the coming year, voice technology is going to take its place with team collaboration tools as it supports increasingly important areas of business management and communications. Here are Momentum’s voice technology predictions for 2022 and beyond. The New Definition of Voice Technology. 5G Will Impact the Voice Market.

Technology 98

Technology Healthcare Banking Analytics 98

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. But this is just the start of many innovations being introduced into the WFM market.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

Momentum Telecom

MARCH 14, 2022

Your first task is to ensure that employees can easily access the applications they use and communicate with coworkers, customers, vendors, and other third parties. The network you use to connect your employees must work the same for those in your office and those working from a home office. WAN Product of the Year Award.

Customer Support 98

Customer Support Management 98

Momentum Telecom

JULY 20, 2021

Today, research indicates [1] that a hybrid workforce – where some employees work in the office, some work from home, and some split their time between the office and home – is likely to be the future of work. Traditional phone service technologies are becoming obsolete in favor of a cloud voice solution. Network Solutions .

Technology 92

Technology Service level Personalization Management 92

Lumoa

JANUARY 8, 2024

This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Welcome to the ‘digital-everything’ era. AI tools are changing the way we analyze customer feedback. It’s about making a strategic leap, not just keeping pace.

Feedback 157

Feedback Analytics Multichannel Surveys 157

VirtualPBX

SEPTEMBER 9, 2021

A growing number of employees view going back to the the old ways as a step in the wrong direction. These employees are now looking for innovative and agile companies that have embraced this new work world and is an opportunity to recruit the best of the best from anywhere in the world. The Future of Work is Remote.

APIs 96

APIs Sales Marketing Management 96

TechSee

AUGUST 31, 2022

Making the leap from engaging with customers and agents via text and voice, to visual and live video is a big step. The impact of the jump from text and voice to video, is transformative, providing context and clarity to every interaction. How does your platform remove user friction, and promote adoption? End-User Adoption.

APIs 109

APIs Enterprise Technology Self service 109

Solvvy

OCTOBER 12, 2022

24/7 service: Unlike employees, chatbots are available around the clock every day, all year long. What is a Chatbot Platform? Additionally, the chatbot’s persona that gives it a voice and a way to phrase responses can vary, so it has the most appeal to customers. According to Statista, 88% of U.S.

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

VirtualPBX

NOVEMBER 23, 2021

Keeping up with your holiday communication connections can mean leveraging voice, video, or texting day or night, from wherever your team is operating. Use Your Voice. More Voice = Less Headaches. Holiday Communications Survival Mode. From the website to phones to texting, connecting is even more essential than ever to succeed.

APIs 98

APIs Call Center 98

VirtualPBX

FEBRUARY 8, 2022

It gets tough to keep off-site employees engaged because one runs the risk of making it feel forced. Those “essential technologies” are chat, voice, and video , and they are the heart of building your company’s culture, helping team members connect, and showcasing your company’s mission. Slacking Off.

Technology 96

Technology Employee engagement 96

Momentum Telecom

JUNE 11, 2021

Cloud Voice. Cloud voice and unified communications are solutions that easily enable your business to migrate your communications infrastructure to the cloud. Voice-enabled Microsoft Teams. You’ll have a team of experts who give the same type of support to remote workers and in-office employees.

Technology 98

Technology Engineering Enterprise Analytics 98

3CLogic

DECEMBER 1, 2022

While it’s clear that voice as a communication channel is not going anywhere, the need to modernize legacy phone systems is growing. While it’s clear that voice as a communication channel is not going anywhere, the need to modernize legacy phone systems is growing. The Gap Between Systems of Record and Enterprise Phone Systems.

contact center solutions 52

contact center solutions Cloud contact Contact Center Interactive Voice Response 52

Momentum Telecom

OCTOBER 24, 2022

When the pandemic sent employees off to work from home, the need for cloud communications increased rapidly. We can also provide expert integration for your customers who need more than one cloud platform. Because you want the best for your customers, and many of them want to take advantage of the cloud.

Management 98

Management Interactive Voice Response CRM Technology 98

Fonolo

DECEMBER 15, 2022

Your call center platform will give you plenty of quantitative data, such as abandonment rates and service levels, which you can compare against your qualitative data, which includes customer feedback and surveys. Call center leaders are always looking for ways to take their operations to the next level. Improve the Customer Journey.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

Global Response

FEBRUARY 26, 2024

Install chatbots on your website, social media platforms, and mobile apps. In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints.

Call Center 62

Call Center Customer Service outsourcing CRM 62

CSM Magazine

SEPTEMBER 17, 2020

With the COVID-19 crisis causing a significant increase in customer inquiries, more businesses are turning to Conversational AI to sustain and improve customer and employee communications. What to Look for in a Conversational AI platform: Ease of Use – For Any User. A Platform to Handle Complexity. Multi-Lingual Capabilities.

Virtual Agent 98

Virtual Agent Customer Service Contact Center Chatbots 98

Aspect

JANUARY 25, 2021

In our latest release, we’ve taken the next step in delivering effective omnichannel self-service solutions with the integration of additional natural language understanding engines, enhanced voice capabilities, social chat support and new hosting capabilities for disposable applications.

Self service 118

Self service APIs Chatbots Engineering 118

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

Spearline

OCTOBER 28, 2021

It is a type of unified communications as a service ( UCaaS ) that offers voice communications through a third-party host. Furthermore, the Covid-19 pandemic necessitated organizations worldwide to rely on collaboration software as a communications platform for their remote workers.

Telecommunications 98

Telecommunications voip Call flow Enterprise 98

VirtualPBX

JANUARY 3, 2022

We constantly improve the transition and communication processes for remote employees because we know the remote work lifestyle is here to stay. The Laws of “Employee” Attraction. Removing as much of the “overhead” in an employee day should be your top priority. The New R&R. How To Keep Connected.

Technology 105

Technology Personalization Management 105

Spearline

MARCH 27, 2023

Spearline also brings market-leading WebRTC testing solutions that enable the monitoring of voice and video delivered through Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) platforms like NICE CXOne, Amazon Connect, Genesys Cloud RingCentral and Zoom. The amount of the transaction is undisclosed.

Customer Experience 52

Customer Experience Chatbots Enterprise Contact Center 52

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

CSM Magazine

APRIL 20, 2023

Startek integrated Zenarate into its Startek Agent AI to enhance employee experience and deliver a superior customer experience. Startek has integrated Zenarate as part of Startek AI Coach into its Startek Agent AI platform to help develop confident top-performing new hires and tenured agents.

Coaching 59

Coaching Telecommunications Best practices Healthcare 59

Spearline

JANUARY 25, 2022

The customer churn rate can be calculated by using the formula: (lost customers ÷ total customers at the start of chosen time period) x 100 = churn rate% Contact centers and customer churn In a previous post , we spoke about how latency is one of the most common causes of poor voice quality. What is customer churn?

Contact Center 132

Contact Center Telecommunications Call flow Benchmark 132

JustCall

APRIL 3, 2024

To help you find the right fit, let us look at 10 of the top auto dialer platforms. This decreases manual data entry and enables direct calling from your CRM through click-to-call features (as offered by platforms such as JustCall). Talkdesk is a contact center platform with customizable auto dialing modes (preview, power, predictive).

Sales 52

Sales CRM Scripts APIs 52

Tethr

AUGUST 18, 2020

Searchable voice of the customer insights can be easily surfaced using conversation intelligence platforms like Tethr. Searchable voice of the customer insights can be easily surfaced using conversation intelligence platforms like Tethr. This creates a negative employee and customers experience. Probably not.

Customer Experience 109

Customer Experience Customer centricity Customer effort Enterprise 109

JustCall

NOVEMBER 25, 2022

Similar to voice recognition software, speech analytics software analyzes spoken language through artificial intelligence. Voice recognition, on the other hand, just focuses on speech transcription, whereas speech analytics systems also offer additional emotional analysis and performance insights. Keep a call recording archive.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52