Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. Types of Call Center Software.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Hodusoft

DECEMBER 17, 2018

Technology helps and since call centers are essentially powered by software, it follows that using the latest instead of sticking to legacy Call Center software solutions will help them achieve their goals. Mobility is one such agent-friendly feature and a must have for 2019.

call center software 45

call center software Call Center call center solutions Analytics 45

SharpenCX

AUGUST 18, 2020

Way back in 2019 (it feels like a decade ago, I know), a CCW Market Study found that only 11% of customers felt like brands genuinely cared about improving their experiences. And, a slim 12% of customers felt like brands actually took action to improve their CX. Seamless transitions between channels. Until it was.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

Way back in 2019 (it feels like a decade ago, I know), a CCW Market Study found that only 11% of customers felt like brands genuinely cared about improving their experiences. And, a slim 12% of customers felt like brands actually took action to improve their CX. Seamless transitions between channels. Until it was.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations.

Customer Care 55

Customer Care Contact center software call center software Benchmark 55

Fonolo

APRIL 10, 2019

Contact center software and CRM software have been on a slow collision course for decades. It’s not hard to understand why: They both deal with customer communication so the boundary was destined to get blurry. Why is it hard to figure out the spending split between CRM and call center software?

CRM 98

CRM Contact Center Call Center Contact center software 98

Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Agent time is optimized, enabling them to devote more time to higher-value work that results in greater customer experience.

Customer Experience 96

Customer Experience Management Multichannel Self service 96