SharpenCX

JANUARY 6, 2021

Download Now] 7 projects for you and your VP of Ops to improve call center efficiency. Cloud adoption ticked up, and skepticism plummeted. And in 2020, some 27% of companies reported improvements in the quality of their customer service, up from only 14% in 2019. Company leaders found clarity in obstacles. What’s more?

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

Fonolo

JUNE 2, 2020

DID YOU KNOW – 71% of contact center agents are now working from home, compared to just 13% in 2019. Handpicked related content: How to Eliminate Hold Time in Your Call Center. If your call center typically runs shifts with multiple agents using the same equipment, you need to change up your processes.

Call Center 74

Call Center Contact Center Government Education 74

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Call Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Start with a Cloud Contact Center Solution.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Here are some of the 2019 trends that can help create an effortless agent experience.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

NICE inContact

OCTOBER 18, 2019

Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019.

Contact Center 48

Contact Center Cloud contact Self service CRM 48

Cyara

JULY 9, 2019

Businesses of all sizes want the most reliable, secure and advanced contact center solutions, coupled with ease of configuration/integration, all at the most affordable price point possible. What are the drivers of migrating contact centers to the cloud?”. Cloud contact center solutions need to be agile.

Cloud contact 52

Cloud contact Contact Center Average Handle Time contact center solutions 52

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 2019.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

NICE inContact

SEPTEMBER 25, 2019

We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. The latest results and analysis can be found in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Cloud contact 54

Cloud contact Contact Center Benchmark Call Center 54

VocalCom

JUNE 18, 2020

Before the pandemic even started to disrupt business, the contact center industry was already widely migrating to Cloud. Gartner’s 2019 Magic Quadrant report anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

VocalCom

JANUARY 28, 2019

Here are seven major trends shaping the customer experience in 2019. AI has been transforming the customer experience landscape for some time now, and it won’t be slowing down in 2019. 2019 promises to be a year of technological innovations balanced with a need for humanized and personalized customer experiences.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Integrate Tools.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Integrate Tools.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Fonolo

APRIL 10, 2019

Well, it would be great to look at how companies were paying for the whole “customer service” apparatus and see which share is going to CRM companies versus call center companies. Why is it hard to figure out the spending split between CRM and call center software? Sheila McGee-Smith (@McGeeSmith) March 7, 2019.

CRM 98

CRM Contact Center Call Center Contact center software 98

NICE inContact

JULY 9, 2019

Every year, NICE inContact experts, customers and partners gather for the company’s much-anticipated Interactions user conference to explore and exchange the latest in cloud contact center ideas, trends and technology. Some of the most exciting and useful information presented comes from NICE inContact users themselves. .

Best practices 59

Best practices Cloud contact Contact Center Technology 59

Cisco - Contact Center

NOVEMBER 24, 2020

He’s the VP and General Manager of Cisco’s Contact Center Business Unit. Omar has built several cloud-based businesses and joined us from the Voicea acquisition in 2019. How that journey motivated him to start CloudCherry, acquired by Cisco in 2019, is a thing of legend. Omar Tawakol leads off our article team.

Contact Center 115

Contact Center Technology contact center solutions Cloud contact 115

Transparent BPO

JUNE 19, 2019

It’s no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology , such as artificial intelligence, chatbots, and automation. Once the ball is in the call center’s court, reducing customer churn becomes everyone’s responsibility.

outsourcing 95

outsourcing Call Center Contact Center Customer retention 95

NICE inContact

JANUARY 7, 2019

If you’re looking for help in deciphering the strengths and weaknesses of the industry’s most notable cloud contact center providers, you’ll want to put The Forrester Wave : Cloud Contact Centers, Q3 2018 at the top of your reading list. Plan for 2019 trends.

Cloud contact 48

Cloud contact Contact Center Education Enterprise 48

Cisco - Contact Center

JUNE 18, 2020

Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Flexible Cloud, Premises, and Hybrid Deployment Options. Aragon’s analysis evaluated key areas such as product strategy, performance and execution, and global reach.

Contact Center 129

Contact Center Enterprise contact center solutions Cloud contact 129

Fonolo

MAY 22, 2019

In addition to today’s batch of four reports, please check out our new re-issued report on managing call spikes in the contact center. Ventana’s Value Index for Cloud Contact Centers (2018). CCW’s Future of the Call Center (2019). What happens when call volume gets out of control?

Contact Center 57

Contact Center Chatbots Call Center Average Handle Time 57

Fonolo

MAY 1, 2019

Avaya’s core call center business was the result of an acquisition of Nortel assets, following the latter’s bankruptcy in 2009. Just in terms of call center software: Avaya has 3 distinct platforms (IPOffice, Aura, and Oceana) and Mitel has three or four depending on how you count. It should be much simpler.”.

Contact Center 99

Contact Center Entertainment Call Center call center software 99

Cisco - Contact Center

JANUARY 27, 2020

Introducing Webex Experience Management (formerly CloudCherry), our new customer experience management solution that uniquely integrates with Cisco Contact Center solutions. Webex Contact Center Enterprise , our new cloud contact center solution for large enterprises is now globally available.

Contact Center 88

Contact Center contact center solutions Enterprise Cloud contact 88

NICE inContact

AUGUST 13, 2019

How do cloud contact centers meet these digital-forward needs? Here’s what you can expect as cloud contact centers innovate and evolve: Offer exceptional service in the digital channels your customers expect including Facebook Messenger, Twitter, Apple Business Chat, WhatsApp, LinkedIn, SMS, email and live chat.

Customer Service 54

Customer Service Cloud contact Contact Center Enterprise 54

Cisco - Contact Center

NOVEMBER 26, 2019

Formula one driving has a few things in common with a call center. There are important elements to racing that apply to running a contact center. Cisco Introduces Cloud-based Webex Contact Center Portfolio at annual Cisco APJC Contact Centre Symposium.

Contact Center 105

Contact Center contact center solutions Transportation Government 105

Fonolo

APRIL 18, 2019

Call center executives are constantly under pressure to find cost-savings. Her team is a 2019 Stevie Award winner for Back-Office Customer Service Team of the Year. Shai is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions. Shai Berger , Co-Founder and CEO, Fonolo.

Contact Center 59

Contact Center Customer Service Call Center Scripts 59

NICE inContact

MAY 8, 2019

What’s the Industry-Leading Contact Centre Solution? How can contact centres make sure they get CX right? The industry-leading cloud contact centre solution is a great start. Reserve a personal 1:1 CXone demo now for the 22-23 May Gartner CX & Technologies Summit 2019, London, UK.

Advertising 63

Advertising Cloud contact Customer centricity Customer retention 63

Altivon

JUNE 13, 2020

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. Before the coronavirus outbreak, fewer than half of US contact centers allowed agents to work from home.

Abandon rate 52

Abandon rate Contact Center contact center solutions Transportation 52

NICE inContact

AUGUST 23, 2019

Gen-Z doesn’t know a world without the internet and social media; however, the best way to communicate with Gen-Z in a professional setting is through face-to-face communication ( HR Exchange Network , 2019). To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

Contact Center 55

Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

Gen-Z doesn’t know a world without the internet and social media; however, the best way to communicate with Gen-Z in a professional setting is through face-to-face communication ( HR Exchange Network , 2019). To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

Contact Center 54

Contact Center Gamification Management Call Center 54

Fonolo

DECEMBER 17, 2019

It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace. In order to keep up with the demands of modern consumers, the contact center is destined to evolve further, into the ‘Customer Experience Hub’ of the future.

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

NICE inContact

APRIL 29, 2019

The lowest hanging fruit for self-service for 2019 planning is to make sure that you’ve optimized your mobile app, and mobile friendly website, for quick responses to common customer questions and issues. Social messaging becomes a channel to reckon with. But you could answer. So, why not?

Contact Center 59

Contact Center Self service Call Center Surveys 59

NobelBiz

JUNE 29, 2021

Enhancing customer loyalty : By using the proper procedures and technologies, the call center will enable you to deliver a level of service that is unrivaled by the competitors. In 2020, 86 percent of customer support personnel will be more discriminating and have significantly greater expectations than in 2019.

Customer Experience 52

Customer Experience Contact Center CRM Customer centricity 52

VocalCom

MARCH 23, 2020

This large insurance company based in Argentina, employing around 500 people and working under government supervision, migrated all their contact center agents to a remote working model in less than 2 days.

Contact Center 62

Contact Center Government CRM contact center solutions 62

Fonolo

FEBRUARY 13, 2019

Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. By the way, don’t forget to check out the report we just released: On the Horizon: Customer Service Trends in 2019. Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. Who wrote it: Contact Babel.

Contact Center 57

Contact Center Call Center APIs Technology 57

NICE inContact

AUGUST 13, 2019

How do cloud contact centers meet these digital-forward needs? Here’s what you can expect as cloud contact centers innovate and evolve: Offer exceptional service in the digital channels your customers expect including Facebook Messenger, Twitter, Apple Business Chat, WhatsApp, LinkedIn, SMS, email and live chat.

Customer Service 10

Customer Service Cloud contact Contact Center Enterprise 10

3CLogic

MAY 27, 2021

As a ServiceNow Technology Partner, 3CLogic is proud to offer the premier cloud contact center solution that deeply integrates with the platform of platforms. leveraged 3CLogic’s voice solution for ServiceNow to modernize their contact center operations and boost agent and manager productivity by 3% within 90 days.

Contact Center 52

Contact Center contact center solutions Coaching Cloud contact 52

VocalCom

APRIL 6, 2020

The Vocalcom Salesforce Edition solution is a cloud contact center solution developed natively in the Salesforce.com application, of which Vocalcom is the independent software vendor partner with the greatest growth in 2019.

Contact Center 62

Contact Center Cloud contact contact center solutions Customer Experience 62

Fonolo

MARCH 21, 2019

Big announcements this year include the launch of two new cloud contact centers called Edify and Thrio ; a new contact center from Vonage called CX Cloud Express (based on their acquisition of NVM which we covered here ); and the rebranding of Polycom/Plantronics as “Poly.”. What’s Inside: .

Enterprise 15

Enterprise voip Call Center Chatbots 15