SharpenCX

MAY 22, 2019

Luckily, you have a contact center packed with. The Contact Center Strategies and Themes You Need to Know from ICMI CC Expo 2019 appeared first on Sharpen Contact Center Software. The post That’s a Wrap!

Contact Center 69

Contact Center Contact center software 69

Aspect

AUGUST 7, 2019

If you missed ACE 2019 last week you may have been suffering from some serious #FOMO (fear of missing out). The post ACE 2019 Recap: Aspect Master Program appeared first on Aspect Blogs. Are you making your plans for ACE 2020 yet? Congratulations to all of our Master Program participants!

Interactive Voice Response 73

Interactive Voice Response Best practices Feedback Management 73

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

Aspect

AUGUST 12, 2019

One of the most anticipated sessions of ACE 2019 kicked off on Tuesday, July 30 with an energizing introduction from Aspect CMO Michael Harris, followed by CEO Patrick Dennis sharing observations from his first 175 days. Moving forward, we’ll continue to focus on living up to the commitments we make to our customers.

CRM 103

CRM Engineering Technology Feedback 103

VocalCom

MARCH 25, 2019

To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. The post What Millennial Customers Are Looking for in 2019 appeared first on Vocalcom Blog.

Contact center software 54

Contact center software Advertising Contact Center Chatbots 54

Aspect

NOVEMBER 5, 2018

Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact center to the cloud? With 2019 less than 60 days away it may be time to ask yourself what you’re waiting for.

Call Center 107

Call Center Cloud contact Contact Center contact center solutions 107

Aspect

NOVEMBER 20, 2019

ACE 2019 was four days full of exclusive insights and interactive product sessions. Last week we rolled out a solution, The Best of ACE 2019. Are you interested in seeing our other Best of ACE 2019 sessions? The post Best of ACE 2019 Replay: Outbound Strategies and Best Practices appeared first on Aspect Blogs.

Best practices 48

Best practices Government Management Contact center software 48

Hodusoft

JANUARY 22, 2019

Being one of the leading business communication software providers, the company offers communication software which is robust, flexible, advanced yet affordable. Recently, HoduSoft announced their participation in Convergence India 2019, which is going to held in New Delhi, India at Pragati Maidan, from 29 – 31 January 2019.

voip 40

voip Contact center software Healthcare Contact Center 40

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. Only the best call center solutions that are fully integrated and user friendly will find increasing acceptance.

call center software 45

call center software Call Center call center solutions Analytics 45

SharpenCX

AUGUST 1, 2019

Company IT and operations leaders ranked digital transformation as the number one competitive risk in 2019. And contact centers feel the mounting pressure of modernizing their customer. New startups and competitors born in the digital age come to market daily.

Best practices 69

Best practices Contact Center Contact center software Marketing 69

SharpenCX

MARCH 26, 2019

Let’s talk about all things Enterprise Connect Orlando 2019. The post Your EC19 Wrap-Up: What to Take Back to the Office from Enterprise Connect appeared first on Sharpen Contact Center Software.

Enterprise 59

Enterprise Contact center software Contact Center 59

SharpenCX

JANUARY 3, 2019

Flash forward: it’s December 31, 2019. The post How to Prioritize Your Time and Find Balance in Your Contact Center appeared first on Sharpen Contact Center Software. You’re looking back on what you’ve done this year. How do you feel about your accomplishments?

Contact Center 59

Contact Center Contact center software 59

SharpenCX

MARCH 26, 2019

Let’s talk about all things Enterprise Connect Orlando 2019. The post Your EC19 Wrap-Up: What to Take Back to the Office from Enterprise Connect appeared first on Sharpen Contact Center Software.

Enterprise 52

Enterprise Contact center software Contact Center 52

Fonolo

APRIL 10, 2019

Contact center software and CRM software have been on a slow collision course for decades. Sheila McGee-Smith (@McGeeSmith) March 7, 2019. Her team is a 2019 Stevie Award winner for Back-Office Customer Service Team of the Year. How can we make this more concrete? Shai Berger , Co-Founder and CEO, Fonolo.

CRM 98

CRM Contact Center Call Center Contact center software 98

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

Avaya

JUNE 24, 2019

Some key innovations within this partnership include: Virtual Agents: Virtual assistant technology is a key driver of the global contact center software market’s projected CAGR of 22% between 2019 and 2024. The post Application Ecosystems and the Future of the Contact Center appeared first on Avaya Connected Blog.

Contact Center 104

Contact Center contact center solutions Virtual Agent Self service 104

SharpenCX

MARCH 13, 2019

The post Released March 13, 2019 appeared first on Sharpen Contact Center Software. Product Improvements Insights: Advanced Query From today, when you create advanced query insights reports, you’ll be able to use SQL operations to support with ROLLUP and TIMEDATEDIFF.

Contact center software 10

Contact center software Contact Center 10

Aspect

NOVEMBER 28, 2017

The contact center is no place for wallflowers: Of course, your agents need to be sociable. By 2019, Deloitte expects that 9 percent of all contact center contact interactions will be made via social media channels.

Contact Center 91

Contact Center Surveys Contact center software contact center solutions 91

CSM Magazine

APRIL 15, 2020

We are excited to offer Puzzel customers a modern, integrated customer engagement platform purpose built for contact centers.”. Puzzel is a leading cloud-based contact center software provider and was a pioneer in offering integrated customer engagement as an easily-deployed service. About Puzzel.

Employee engagement 52

Employee engagement Contact center software Contact Center Marketing 52

VocalCom

MARCH 4, 2019

billion people worldwide will make an online purchase in 2019. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. Statista states that 1.92

Contact center software 48

Contact center software Advertising Contact Center Personalization 48

SharpenCX

NOVEMBER 5, 2019

In fact, HubSpot’s report, The State of Customer Service in 2019 , found Customer Satisfaction as the leading metric used to evaluate customer service teams. Gartner’s August 2019 report, 6 Ways to Use Customer Data , shined a spotlight on how Netflix uses data to improve viewing experiences. Where other companies stand.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

Hodusoft

MARCH 18, 2019

Recently, HoduSoft announced their participation in the Call & Contact Centre Expo , which is going to held in Excel London, from 27 – 28 March 2019. The team of HoduSoft is going to showcase its expertise in VoIP Business communication software HoduCC – Omnichannel Contact Center Software.

voip 40

voip Contact center software Healthcare Contact Center 40

UJET

JUNE 25, 2021

According to ourfall 2019 survey, 61% of customers were using a mobile device for support, and 48% were using in-app messaging with agents for on-demand delivery services. Contact Center software that supports agents in connecting with their customers is essential.

Customer Experience 82

Customer Experience CRM Wait times Contact Center 82

SharpenCX

APRIL 29, 2020

What happened in May of 2019, and how did volume compare with April and June of 2019? In May of 2019, you handled an average of 2000 interactions per day. But during the average month in 2019, not peak season, you typically handled 1000 interactions per day. When did it pick back up again?

Management 76

Management Coaching Contact Center Morale 76

Calltools

OCTOBER 19, 2022

Add notes to your CRM or contact center software during and after each call. Upsell and cross-sell products to increase holiday contact center revenue. 87% of contact center agents worked from home in 2021 — up from 19% in 2019. Utilize Remote Employees.

Contact Center 52

Contact Center Gamification Scripts Upselling 52

Robert Davis

AUGUST 13, 2019

Davis and Associates to bring modern consulting practices and state-of-the-art omnichannel contact center technology to midsize and enterprise organizations. AUGUST 06, 2019. Bright Pattern , the leading provider of omnichannel contact center software, today announces its partnership with Robert C.

Contact Center 48

Contact Center Consulting Consulting Coaching 48

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 130

Contact Center Technology contact center solutions Cloud contact 130

Callminer

AUGUST 6, 2019

If most of your agents are complaining about the same issues, listen to them, because they are the people who will be spending most of the time with the software.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Social media.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

USAN

MARCH 18, 2019

March 18, 2019 – USAN, a provider of cloud-based customer engagement solutions, today announced the availability of Agent Desktop for Amazon Connect and Dialer for Amazon Connect. One of the first companies to host contact center technology in the cloud, USAN has provided contact center software-as-a-service (SaaS) since 1989.

Average Handle Time 40

Average Handle Time Interactive Voice Response Contact center software Contact Center 40

SharpenCX

APRIL 22, 2020

CVS snagged one of the top three spots on the ACSI index in 2019. The post Keep your Eyes Glued to This Brand’s Evolving Customer Experience: 5 Examples of Good Customer Experience from Leading Brand CVS [Monthly Brand Crush Post] appeared first on Sharpen Contact Center Software.

Customer Experience 76

Customer Experience Scripts Contact Center Contact center software 76

CSM Magazine

AUGUST 4, 2020

Puzzel is a leading cloud-based contact center software provider and was a pioneer in offering integrated customer engagement as an easily-deployed service. Discover more about integrated ticketing and benefit from a free one-month’s trial of Puzzel Ticketing by visiting www.puzzel.com/ticketing. About the Author.

Contact center software 52

Contact center software Contact Center Technology Personalization 52

Talkdesk

JULY 16, 2019

Call center management must rely on a more holistic assessment for shaping their performance management solutions beyond just numerical KPIs, CSAT and NPS scores. The post What is Call Center Performance Management? appeared first on Talkdesk.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

SharpenCX

NOVEMBER 19, 2019

Then, look at your average volume for 2019 so far compared to 2018. If you’ve been handling 10% more interactions in 2019 than you did in 2018, you’ll need to factor that uptick in standard volume when you predict trends for your busy season. View last year’s metrics and interaction volume alongside historical reports from years prior.

Interactive Voice Response 59

Interactive Voice Response Wait times Contact Center Abandon Call 59

Aspect

SEPTEMBER 20, 2019

Check out Contact Babel’s report, The US Customer Experience Decision-Makers’ Guide 2019-20 to help you get where you want to be. Many organizations are now seeing the customer experience as the key to profitability. Are you ready to up your CX Game? Download the report HERE. appeared first on Aspect Blogs.

Customer Service 66

Customer Service Advertising Contact Center Surveys 66

SharpenCX

DECEMBER 10, 2019

What happened in your contact center in 2019? Look to the KPIs you focused on this year to see how your contact center performed. These are a few of the specific actions I will take to reach my objectives and achieve my goals. Step 2: Look at your year in review. And, how did it compare to your year in 2018?

Call Center 84

Call Center Contact Center Customer Service First call resolution 84

Revation Systems

SEPTEMBER 1, 2017

By allowing them to function as more than just an automated phone service, call centers can become holistic contact centers. Meanwhile, the Bureau of Labor Statistics expects customer service call-center employment to grow 39 percent from 2014 to 2024. billion market globally.

Call Center 48

Call Center Contact Center Healthcare Banking 48

NobelBiz

JUNE 9, 2020

The TRACED Act, signed into law on December 30, 2019 , mandated that SHAKEN/STIR must be implemented across the industry by mid-2021. Or if you want to pair our industry-leading voice services with a contact center software, fill out the form below: The post Is Spoofing Illegal? Interested? Yes and No.

Telemarketing 52

Telemarketing Contact center software Government Healthcare 52