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:

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Talkdesk

JANUARY 12, 2018

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. What new tools will your contact center features offer customers and agents in 2018? Read the full list of features in our ebook here.

Contact Center 40

Contact Center Customer Service Customer Experience Cloud contact 40

NICE inContact

AUGUST 16, 2019

In light of fast-changing customer demands, is your contact center keeping up? As contact center leaders, we need to focus on ensuring customers and agents have the technology and tools to deliver seamless omnichannel service. Hear about actual contact center transformations and best practices, too.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Aspect

JUNE 5, 2018

Just a month and a half ago, Aspect president Chris Koziol made an unconventional proclamation to the Aspect Customer Experience event in Las Vegas: The contact center has got its mojo back. You may ask yourself, “what is mojo anyway and does my contact center really need it in the first place?”. Hell yes, it does.

Contact Center 73

Contact Center Surveys Analytics Customer Service 73

VocalCom

DECEMBER 4, 2017

Here are five ways blended AI may transform customer service and sales in 2018. AI can generate more leads, offer more accurate prospect information using advanced algorithms, and improve productivity in the contact center—all leading to increased sales. The human role in customer service will shift.

Sales 0

Sales Contact center software Self service Contact Center 0

NICE inContact

AUGUST 16, 2019

In light of fast-changing customer demands, is your contact center keeping up? As contact center leaders, we need to focus on ensuring customers and agents have the technology and tools to deliver seamless omnichannel service. Hear about actual contact center transformations and best practices, too.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

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.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

NICE inContact

FEBRUARY 4, 2019

It probably goes without saying that one major benefit of a cloud-based contact center is the access to continual, automatic upgrades and innovation as they happen. We believe our cloud-native, modern architecture has proven itself to be built for the greatest flexibility and scalability on the cloud contact center market.

Cloud contact 55

Cloud contact Contact Center Technology Marketing 55

NICE inContact

JANUARY 21, 2019

In our last blog article on the recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018 , we highlighted the independent research group’s 32-point evaluation methodology and the depth and breadth of criteria asked of each vendor reviewed. Proof in action. Download the full Forrester Wave report here.

Cloud contact 54

Cloud contact Contact Center Analytics Marketing 54

Cyara

JULY 9, 2019

The contact center has become the inflection point for digital transformation in the enterprise. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. What are the drivers of migrating contact centers to the cloud?”. Joe Eisner. Organization: AWS.

Cloud contact 52

Cloud contact Contact Center Average Handle Time contact center solutions 52

NICE inContact

JANUARY 7, 2019

When it’s time to upgrade your contact center to the cloud, one of the biggest headaches is doing the homework on viable solutions. In their 32-criterion evaluation of cloud contact center providers, Forrester identified the 11 most significant vendors and researched, analyzed, and scored them.

Cloud contact 48

Cloud contact Contact Center Education Enterprise 48

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

Call Experts

FEBRUARY 19, 2020

It is the right time to optimize your CX with proven strategies; contact our team today to learn more. . More Blogs Menu. Key 2020 Trends: Cloud Contact Centers. The holiday rush doesn’t mean an overload for your business when you partner with a contact center. 5 Tips on AI-Powered Phone Lines.

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

VocalCom

JANUARY 15, 2018

While creating great customer experiences will remain a primary goal in 2018, the manner in which technology and humans work together to deliver this outcome continues to evolve. The post Top 7 Customer Engagement Trends in 2018 appeared first on Vocalcom Blog.

Contact center software 50

Contact center software Chatbots Finance Contact Center 50

Call Experts

MARCH 18, 2020

More Blogs Menu. How Contact Centers Support Plumbing Businesses. Understanding Contact Center Billing. Key 2020 Trends: Cloud Contact Centers. The holiday rush doesn’t mean an overload for your business when you partner with a contact center. 5 Tips on AI-Powered Phone Lines.

Education 75

Education Contact Center Journey mapping Interactive Voice Response 75

NICE inContact

JANUARY 15, 2019

In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. appeared first on NICE inContact Blog. A defined and robust methodology. Download the full Forrester Wave report. Next Time: The Forrester Demos – Seeing is Believing.

Cloud contact 48

Cloud contact Contact Center Analytics CRM 48

NICE inContact

DECEMBER 17, 2018

At the risk of stating the obvious, customer experience (CX) can make or break your contact center operation. At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. The golden ticket for every contact center is to transform customers into advocates of the brand.

Multichannel 48

Multichannel Contact Center contact center solutions Cloud contact 48

NICE inContact

DECEMBER 12, 2018

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences.

Call Center 48

Call Center Benchmark Contact center software Contact Center 48

USAN

SEPTEMBER 3, 2021

In 2018, cutting-edge technologies like AI, IoT, and blockchain had a collective market value of $350 billion. Amazon Connect, the omnichannel cloud contact center platform from Amazon Web Services, helps companies optimize their CX by delivering seamless support through the power of technology.

Chatbots 40

Chatbots Customer Service Cloud contact Contact Center 40

NICE inContact

APRIL 24, 2019

However, a 2018 Forrester report points out that CX is stagnating. Today’s omnichannel environment needs to create more effective customer conversations that allow contact centers to perform tasks in-channel. Over the last years, there has been no notable improvement. Last Mile CX. Close the Last Mile.

Contact Center 71

Contact Center Call Center Sales Technology 71

Aspect

MAY 31, 2018

Our developers build responsive cloud Contact Centre as a Service (CCaaS) solutions that are capable of processing high volumes of requests while offering additional support, flexibility and scalability when necessary. For more information on cloud CCaaS solutions, please visit here.

Cloud contact 68

Cloud contact Chatbots Surveys Customer retention 68

Enghouse Interactive

DECEMBER 5, 2018

2018 is rapidly drawing to a close and our attentions are now turning to the year ahead and what it might bring. The following blog takes a look at the contact centre and what we can expect to see in 2019. Cloud contact centre adoption rates will continue to grow.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

teleopti

JANUARY 7, 2019

It’s a trend contact center analyst ContactBabel calls ‘The Great Mobile Opportunity’ (The UK Contact Centre Decision-Makers’guide 2018/2019) and it has the power to revolutionize customer service and the role of the contact center. The end of reactive contact centers.

Customer Service 49

Customer Service Contact Center Technical Support Self service 49

NICE inContact

MARCH 5, 2019

In our upcoming webinar, Fulfilling Changing Customer Expectations with True Omnichannel , we’ll explore all this and more based on recently published Nice inContact research: the 2018 Customer Experience (CX) Benchmark report. appeared first on NICE inContact Blog. How Webhelp profits from simplified integration of chatbots and AI.

Chatbots 67

Chatbots Benchmark Self service Customer Experience 67

NICE inContact

APRIL 12, 2019

More than 4,000 Unisys agents at 16 global service desk locations handle over 18 million InteliServe contacts annually. In early 2018, Unisys reimagined its service desk offering and worked toward developing a solution that would deliver an outstanding customer experience.

Cloud contact 11

Cloud contact Contact Center Marketing Technology 11

VocalCom

AUGUST 14, 2017

According to Gartner, 50% of companies will redirect their investments to customer experience innovations by 2018. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Customer Service 48

Customer Service Contact center software Gamification Customer centricity 48

Aspect

MAY 10, 2018

Leveraging Aspect’s chatbot design, which incorporates Natural Language Processing, Lidl rolled out the AI-driven, Facebook Messenger chat service in late January 2018, to help Lidl UK customers make more informed wine purchasing decisions. The post We’re in the running for three cloud awards! appeared first on Aspect Blogs.

Chatbots 89

Chatbots Self service Technology Enterprise 89

VocalCom

JANUARY 28, 2019

With the establishment of GDPR in 2018 giving European Union citizens power over the use of their personal information, brands worldwide were forced to rethink their policies and become compliant with the new law. The post 7 Trends Shaping the Customer Experience in 2019 appeared first on Vocalcom Blog. Security is an absolute must.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 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!

Contact Center 57

Contact Center Call Center APIs Technology 57

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? In fact, I’ve included a link to an unbiased market source at the end of this blog. Cloud Contact Center – Cloud computing… applied to the contact center.

Contact Center 74

Contact Center Government Average Handle Time Benchmark 74

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 The importance of security for healthcare cloud offerings is only growing, and software/IT vendors will need to shift to meet these expanding requirements. The post HITRUST — 2018 and Beyond appeared first on Revation Systems.

Healthcare 48

Healthcare industry standards Cloud contact Contact Center 48

Noble Systems

MARCH 11, 2019

In recent years, many companies that are focused on improving customer experience have moved their contact center operations to the cloud. And how can they be sure that the cloud contact center will accomplish what they set out to do? Here are the top five advantages of moving contact centers to the cloud.

Customer Experience 69

Customer Experience Cloud contact Contact Center Gamification 69

NICE inContact

JANUARY 28, 2019

We’ve arrived at part 4 of our 5 part series on the recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018. We’ve talked about the thorough questionnaire and proof of concept demos, but as every contact center well knows, no vendor review would be complete without including the voice of the customer.

Cloud contact 54

Cloud contact contact center solutions Contact Center Feedback 54

NICE inContact

DECEMBER 21, 2018

Every contact center manager has heard it at one time or another: “We’re going to have to find a way to do more with less.” But for forward-thinking contact centers looking to modernize their operations and keep performance levels at their peak, it’s about doing better with less. What does that mean? What does that mean?

Cloud contact 48

Cloud contact Contact Center contact center solutions Self service 48

NICE inContact

DECEMBER 26, 2018

Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. Transforming the “no” into “yes” requires your contact center to employ technology designed to flex and scale at the speed of business.

Call Center 48

Call Center Technology Cloud contact Contact Center 48

NICE inContact

JUNE 27, 2018

The topic of the third webinar was Orchestrating Immersive CX in Your Contact Center. The post Hitting a Customer Experience (CX) Grand Slam appeared first on NICE inContact Blog. There were several themes that we discussed to delve into the topic, the first being the nature of disruptive customer experience.

Customer Experience 48

Customer Experience Government Healthcare Contact Center 48

NICE inContact

JANUARY 11, 2019

More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about. It often seems that AI is becoming the answer for EVERYTHING but contact center leaders can struggle to understand how it can help specific employees with specific roles.

Quality management 18

Quality management Management Average Handle Time Chatbots 18