Tenfold - Contact Center Blog

MAY 21, 2018

The reviewers have spoken, and Tenfold has earned the 2018 Top Rated award for Contact Center Software from TrustRadius. In order to earn a Top Rated badge for Contact Center Software, products must be in the top tier of the category with 10 or more reviews and ratings. It is essential to our work day.”.

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Contact center software Contact Center Advertising Sales 48

Contact Center Pipeline

JANUARY 31, 2018

It’s not surprising that contact center predictions for 2018 accounted for two of the most popular posts in January. A look at the common characteristics shared by award-winning contact centers; tips to help work-at-home agents stay productive and focused; and an update on the state of remote work in […].

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At home agents Contact Center Accountability Call Center 182

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. 2018 SWPP Annual Conference: June 4-6, Nashville, TN. Customer Contact – Europe: June 11-13, Dublin, Ireland.

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Contact Center Healthcare Best practices Call Center 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. in 2018, 23% in both 2019 and 2020, and 21% in 2021. 11/30/2017.

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Consulting Consulting Contact Center Marketing 48

Call Experts

FEBRUARY 12, 2020

By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. At the heart of the development and implementation of these solutions, contact centers have maintained a focus on improving UX and CX. .

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Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Call Experts

FEBRUARY 26, 2020

Contact centers must capture data in real-time and enter correctly into CRM systems to provide reporting for your business to make data-driven decisions. . Telephony provider Companies are looking for a partner that can provide telephony and contact center infrastructure. Understanding Contact Center Billing.

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Contact Center Journey mapping Interactive Voice Response Call Center 59

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. When customers call your contact center, their issues are likely urgent or complex. . #2:

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Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. When customers call your contact center, their issues are likely urgent or complex. . #2:

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Contact Center CRM Interactive Voice Response Cloud contact 40

TRUSTID

DECEMBER 16, 2018

It’s essential for ensuring their information isn’t used for malicious activity such as account takeovers or identify fraud. According to the Identity Theft Resource Center, no corner of the business sector is completely immune to fraud. Contact center agents don’t trust KBA. So what have we learned?

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Engineering call center professionals Call Center Accountability 52

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The Power of Coaching.

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Contact Center Coaching Scripts Management 60

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation , more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . Centers incentivize employees to work over the holiday and be prepared.

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Contact Center Management Journey mapping Interactive Voice Response 60

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018. Voice Recognition.

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Customer Service Gamification Self service CRM 80

Taylor Reach Group

JUNE 11, 2018

Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Below, you will find Call Center Statistics related to the various Contact Center channels. 85% of organizations anticipate contacts will become more complex in the next 2 years (Deloitte). of the vote.

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Contact Center Self service Scripts Call Center 50

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. In 2018, major players will be defined by their understanding of this delicate balance.

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Journey mapping Contact Center Enterprise Personalization 72

DMG Consulting

JANUARY 8, 2018

Apocalyptic Predictions and the Contact Center . 2018 will be the year of driverless cars – circa 2016. The call center world hasn’t escaped its share of sensational claims, which include: Voice response units (VRUs, predecessors of the IVR) are going to replace the need for live agents – circa 1980s. probability.

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Contact Center Analytics Consulting Consulting 48

Call Experts

MAY 2, 2019

Contact center protocols develop, manage, evaluate, and optimize your customer journey. Organizations are redefining their contact objectives. Contact centers focus on three main objectives to enhance the efficiencies in your business: Empower agents to develop meaningful connections. More Blogs Menu.

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Contact Center outsourcing Call Center Answering services 56

Fonolo

AUGUST 22, 2019

For example, in 2018, British Gas announced the loss of 340,000 customers and a 20% drop in profits. There are a whole number of self-service metrics your utility contact center should be tracking. In this new era, customer service has become the battleground for organizations in the utilities sector. Self-Service Success Rate.

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Metrics Contact Center Self service Call Center 87

Fonolo

AUGUST 8, 2018

For those of us toiling away in the world of contact centers, staying educated and adapting our practices are our greatest and most crucial challenges. All the while, we’re working to become industry experts in (and make sense of) the standards, agreements, and laws which impact our customers, our contact centers, and our businesses.

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Contact Center Education Accountability Consulting 64

NICE inContact

DECEMBER 3, 2018

Both are hot topics when it comes to contact centers and customer experience. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. 68% of all interactions were agent-assisted.

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Contact center software Self service Contact Center Benchmark 48

Fonolo

FEBRUARY 13, 2019

Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. Who wrote it: Contact Babel. About: We almost always include a Contact Babel report in these posts. This year’s edition is based on questionnaires answered by 222 contact center managers and directors, and weighs in at a healthy 363 pages!

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Contact Center Call Center APIs outsourcing 57

Talkdesk

JANUARY 19, 2017

At the end of the day, contact center jobs are about communicating in the manner that solves a customer’s problems best and new contact center technology has to take that into account. Here are a few predictions about what contact centers (and contact center jobs) will look (and sound) like a year from now.

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Contact Center Multichannel Chatbots Enterprise 42

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. This all leads to cost savings in your contact center. The lack of clear communication in the contact center can result in significant costs to a business over time. You’re lowering call volume.

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Contact Center Personalization Scripts Interactive Voice Response 54

Fonolo

MAY 31, 2018

In 2018, businesses will be able to quickly address customers using more advanced live chat capabilities. As mentioned earlier, social media holds brands more accountable for poor service.) To understand how to build a case for call-backs in your contact center, download Fonolo’s eBook, “The ROI of Call-Backs”.

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Interactive Voice Response Customer Service Customer advocacy Benchmark 86

NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. Here’s why: In 2018, there was nearly five billion dollars in cost savings for U.S.

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Contact Center Gamification Call Center call center software 54

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. But how many would list quality assurance, a standard contact center metric, as a customer experience metric? In the modern contact center, these ARE customer experience metrics. Click here to read the original. Average Handle Time (AHT).

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Metrics Contact Center Customer Experience Average Handle Time 68

Revation Systems

NOVEMBER 6, 2018

IBM’s 2018 “Cost of a Data Breach” study reports the global average cost of a single data breach is up 6.4 As of today, Revation Systems is the only authorized cloud contact center for one of the top three healthcare providers in the world because they adhere to HITRUST CSF standards. percent from 2017 to $3.86 percent to $148.

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Healthcare industry standards Cloud contact Contact Center 48

Call Experts

DECEMBER 12, 2019

A well-seasoned contact center will help! . Our seasoned contact center agents, Experts, receive additional training on how to handle tasks during peak hours more efficiently. The holiday rush doesn’t mean an overload for your business when you partner with a contact center. The solution? More Blogs Menu.

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Contact Center Wait times Journey mapping Interactive Voice Response 69

DMG Consulting

MAY 15, 2018

Cloud Contact Center Solutions Continue Upward Trajectory. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market. With more than 150 competitors worldwide, the cloud-based contact center infrastructure market is primed for success.

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contact center solutions Cloud contact Contact Center Revenue potential 59

TRUSTID

DECEMBER 28, 2017

Throughout 2017, we’ve discussed many of the top challenges facing contact centers and the authentication industry. As a result, a total of 145 million customer accounts were compromised. Updated reports found that the number of fake accounts jumped from 2.1 million to 3.5

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Contact Center Banking Wireless Call Center 50

CSM Magazine

DECEMBER 12, 2019

Whether buying goods online or paying bills over the phone, they happily relay accounts and credit card details to a contact center agent without a second thought, trusting that the company that they are dealing with will manage their card data securely. in 2016 and dipping well below 40% (36.7%) in 2018.

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Contact Center Interactive Voice Response Finance Call Center 52

pindrop

NOVEMBER 21, 2019

Over the past few years fraud rates in call centers have skyrocketed, and we reached another peak this past year. Peer to peer apps such as PayPal, WhatsApp, Zelle, Apple Pay, and Venmo are also exploited as part of a call center attack. . The post A Fraudster’s Holiday | Contact Center Fraud in Retail appeared first on Pindrop.

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Contact Center Call Center Best practices Accountability 49

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience.

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Contact Center Customer centricity Journey mapping Benchmark 42

TechSee

APRIL 17, 2022

“Thanks for following up, Mr. Jones; I see you submitted images of your 2018 Camry’s left bumper yesterday. Those customers who needed further assistance were directed to a live video chat with a contact center agent. The damage is indeed covered by your policy and your claim is currently being processed.

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Customer Experience Self service Call Center Chatbots 207

Call Experts

NOVEMBER 14, 2018

Our contact centers can help filter calls per patient needs while answering the simple questions on behalf of the medical practice. . Our medical contact center maintains the necessary data redundancies, facility oversight and operations, and policy adherence to ensure full HIPAA compliance. Rapid Adoption of AI.

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Contact Center outsourcing Call Center Answering services 56

Noble Systems

JANUARY 7, 2019

Contact centers have a critical role in facilitating sales between enterprises and customers by securely processing credit card payments on the telephone. However, the processing of credit card payments in the contact center presents a number of fraud issues to be addressed. This includes contact centers.

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Contact Center Enterprise Sales Accountability 48

Call Experts

DECEMBER 5, 2018

Upgrade your property management services with a contact center. When do medical centers need professional contact center support? Why do you need a 24-hour contact support system? 10 Trends That Will Disrupt Customer Service in 2018. Top Interview Questions for Call Center and Answering Service.

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Contact Center Management outsourcing Call Center 53

Balto

OCTOBER 31, 2022

With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce. Supervisors are the contact center’s superpower if you unleash them. Use Onboarding to Get Personal.

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