Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts. Accessible NOW!

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Enghouse Interactive

JANUARY 5, 2021

It’s an understatement to say that 2020 was a year of huge change everywhere. Due to the pandemic we’ve seen major shifts in the contact centre, with existing trends such as remote working accelerating and customer needs changing dramatically. Optimising for contact centre remote working.

Self service 40

Self service Service level Technology Customer Service 40

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Doing so will transform your contact center from a cost-center into a revenue generator. Watch for our next blog in this series, coming January 26th. Video Enabled Contact Centers – The Benefits. AI, Teams UC and Video. . Better Together to Optimize CX. . New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

CX Accelerator

JULY 1, 2020

Another large call center (over 900 agents) with an on-premise solution was doing their best to physically distance agents, but only 52% of their employees came to work out of fear of getting sick. This company bumped up their 2022 digital transformation strategy to 2020. Back To CX Accelerator Blog

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts . Here’s how to do the right thing, right now.

Contact Center 56

Contact Center Analytics Self service Finance 56

Pipkins

SEPTEMBER 11, 2020

SUMMER 2020 ROUNDUP. This is to include better access to important documentation, updated blog access, and quick links to new video content. Our Cloud ACD option and Back-Office task tracking tools allow Pipkins to be deployed as an All-in-One contact center solution fully independent of other systems.

contact center solutions 69

contact center solutions Call Center Customer Care outsourcing 69

CX Accelerator

JULY 1, 2020

Another large call center (over 900 agents) with an on-premise solution was doing their best to physically distance agents, but only 52% of their employees came to work out of fear of getting sick. This company bumped up their 2022 digital transformation strategy to 2020. Back To CX Accelerator Blog

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

Aspect

DECEMBER 1, 2020

In my experience, the scalability needs and complexity of their operations prevent large enterprises from purchasing cookie-cutter software solutions. Based on the characterization of contact center as a service solutions in the Gartner 2020 CCaaS Magic Quadrant report, Aspect chose not to participate.

Enterprise 118

Enterprise contact center solutions Cloud contact Contact Center 118

Cisco - Contact Center

AUGUST 18, 2020

Welcome to Our Monthly Feature Update Blog Series. To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. To learn more about Webex Contact Center, read our ebook. We’d love to hear what you think. Learn More.

Contact Center 124

Contact Center contact center solutions Analytics Entertainment 124

Cisco - Contact Center

SEPTEMBER 3, 2020

Visit our Cisco Contact Center solutions website. July 21, 2020. Monthly Update: Turbocharge Your Contact Center with Cloud-Based Cisco Webex Contact Center. Cisco is Identified as a Leader in Aragon’s Globe for Intelligent Contact Center 2020. Learn More.

Contact Center 89

Contact Center contact center solutions Analytics Surveys 89

Aspect

JULY 23, 2021

Aspect Unified IP is the premier enterprise contact center solution for high volume, compliant customer outreach. Aspect Unified IP powers millions of interactions every day and is utilized by more outbound contact centers than any other solution. But how much is too much? .

Best practices 62

Best practices contact center solutions Contact Center Enterprise 62

Hodusoft

MAY 24, 2022

According to a report from Marketsandmarkets.com, “The worldwide cloud-based contact center market is estimated to increase at a CAGR of 25.8% billion in 2020” . This shows how cloud contact center software is gaining in popularity every passing day. during the forecast period, reaching USD 36.1

Contact Center 98

Contact Center Contact center software Cloud contact contact center solutions 98

Cisco - Contact Center

APRIL 27, 2020

See some practical examples and live demos of AI with Cisco Contact Center solutions (Session at Cisco Live, Video, and pdf available). Video on YouTube: Cognitive Contact Centers Voice Transcription Translation. Cisco blogs: Cisco Artificial Intelligence in Contact Centers: Conversational IVR.

Contact Center 111

Contact Center contact center solutions Interactive Voice Response Call Center 111

Altivon

JULY 23, 2020

eMite announced our partnership on July 9, 2020 on the eMite blog. We are excited to announce our new partnership with Altivon, as they are passionate contact center experts who design flexible contact center solutions for today’s objectives and tomorrow’s evolving needs.

Chief Customer Officer 52

Chief Customer Officer contact center solutions Contact center software Contact Center 52

Cisco - Contact Center

SEPTEMBER 11, 2020

Visit our Cisco Contact Center solutions website. Cisco is Identified as a Leader in Aragon’s Globe for Intelligent Contact Center 2020. Cisco’s Latest Innovations in Artificial Intelligence Improve Business Outcomes for Contact Centers. We’d love to hear what you think. Learn More.

Contact Center 72

Contact Center Abandon Call contact center solutions Self service 72

Cisco - Contact Center

FEBRUARY 1, 2021

Webex Contact Center [Solution webpage]. The all-new Webex Contact Center Lays the Foundation for the Next Generation of Customer Experiences [Blog]. Cisco Identified as a Leader in Aragon’s Globe for Intelligence Contact Centers 2020 [Analyst study]. Learn More.

Contact Center 118

Contact Center Transportation Customer Experience Wireless 118

Cisco - Contact Center

FEBRUARY 19, 2021

A suite of purpose-built applications that provide out-of-the-box SaaS functionality for function-specific interactions, including a full cloud contact center solution, management and automation of marketing campaigns, service and operational notifications for customers and video assistance for teams and customers.

Customer Experience 128

Customer Experience Contact Center APIs contact center solutions 128

Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). To help get you on this path, here are three core applications of AI that are gaining traction in 2020.

Chatbots 78

Chatbots Journey mapping Self service Contact Center 78

VocalCom

JUNE 16, 2020

One of the key takeaways of 2020 CallMiner Churn survey is that contact center performance drives both loyalty and churn, with 90% of consumers saying they are likely to stay loyal after a positive call center experience, while nearly three quarters (73.7%) were likely to switch after a negative call center experience.

Contact Center 62

Contact Center Cloud contact contact center solutions Call center experience 62

Cisco - Contact Center

NOVEMBER 26, 2019

However, road crashes are a major cause of death and it has been predicted that traffic fatalities will be the sixth leading cause of death worldwide and the second leading cause of death in developing countries by the year 2020. in the all-important Moment of Truth called the contact center interaction. Learn More.

Contact Center 104

Contact Center contact center solutions Transportation Government 104

Spearline

JANUARY 6, 2022

Inbound voice has actually seen an increase since 2014, according to the survey report “What Contact Centers Are Doing Right Now 2021 Edition” While the use of inbound voice has increased from 50% in 2014 to 54.9% in 2020 to 17.3%. Some have seen slight decreases. Email usage has dropped from 18.6% billion by 2027.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

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? A cloud solution can provide small changes that could make a big difference for your contact center.

Call Center 107

Call Center Cloud contact Contact Center contact center solutions 107

Upstream Works

JANUARY 9, 2020

So far, this series has addressed the impact of digital transformation and the importance of personalization as key contact center trends to follow in 2020. One of those outcomes is responsiveness, and for 2020, this goes well beyond having an agent answer a call within three rings.

Contact Center 78

Contact Center contact center solutions CRM Analytics 78

aircall

MAY 1, 2022

Your company’s contact center solution makes a first and lasting impression of your company, giving the customer an experience that will tell them about the kind of journey they can expect if they choose to do business with you. This blog post was originally published on July 30, 2020, and has since been updated.

Contact Center 62

Contact Center voip Interactive Voice Response contact center solutions 62

Altivon

JUNE 13, 2020

The State of the Industry During Coronavirus: Survey Results from April 2020. In mid-April 2020, ContactBabel analysts ran a short survey of 108 US contact centers to gauge some of the changes taking place in the industry due to the coronavirus pandemic. This change is particularly noticeable in mid-sized businesses.

Abandon rate 52

Abandon rate Contact Center contact center solutions Transportation 52

Enghouse Interactive

APRIL 13, 2021

2) Deloitte: Digital Consumers Trends 2020. (3) 3) IBM Services blog: Why digital transformation starts with workflows that unite people and technology. (4) 4) Consultancy.uk blog: McKinsey&Co – December 2020 Covid-19 Has Accelerated Digital Transformation by Seven Years. (5)

Contact Center 91

Contact Center Morale Technology Self service 91

VocalCom

JUNE 22, 2020

Providing intuitive contact center solutions will accelerate training and adoption by distant agents. Want to know more about the evolution of contact centers ? Download our white paper Contact Centers of the Future: Creating the experience of tomorrow. To know more: www.vocalcom.com.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Noble Systems

SEPTEMBER 8, 2020

COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. This blog compiles the top five best practices to help those who are transitioning to, or looking to maintain, an at-home workforce to achieve the best outcomes.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Hodusoft

MAY 10, 2024

Now, they’re the cornerstone of customer service and support, enabling seamless communication and collaboration with the help of call and contact center software , regardless of physical location. As per recent stats the number of remote call center agents is expected to grow by 60 percent from 2022 to 2024.

virtual call center 52

virtual call center Call Center Contact Center call center software 52

VocalCom

JULY 2, 2020

According to the 2020 CallMiner Churn Index, emotion is key to retention: after price, key drivers of termination include emotional factors like loyalty and fair treatment. The post The New Super-Agent appeared first on Vocalcom Blog. Dealing with Greater Complexity. To find out more: www.vocalcom.com.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Hodusoft

FEBRUARY 8, 2024

This blog post explores how a sophisticated communication system such as HoduCC contact center software can coordinate and unify communication across multiple devices and channels and ensure the success of MSPs. As per recent reports , cyberattacks targeting MSPs started to rise after 2020.

Contact center software 52

Contact center software Contact Center Multi-channel support Analytics 52

Aspect

JULY 15, 2020

The 2020 survey shows that 96% of Millennial agents and 97% of Gen Z agents own smartphones. We have been a pioneer in the development of cloud-based contact center solutions with our Aspect Via Platform , and Aspect Via WFM is in high demand.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Upstream Works

FEBRUARY 26, 2020

Understanding and then managing that complexity is another key 2020 trend we’re seeing in this space. As a starting point for developing that holistic approach, the following are two forms of complexity that all contact centers must address.

Contact Center 78

Contact Center contact center solutions Chatbots Technology 78

USAN

JANUARY 7, 2022

Those that hadn’t historically offered omnichannel digital options were suddenly trying to navigate digital service tools designed to fill a need that hadn’t seemed pressing — until March 2020 hit. Consumers now expect digital communications to be a mainstay of how they interact with businesses, and businesses will be expected to keep up.

Customer Experience 59

Customer Experience Journey mapping contact center solutions Chatbots 59

Aspect

SEPTEMBER 28, 2017

The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. To see more of the findings from the newly released Saddletree survey on cloud contact centers, view the full webinar here.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

Cisco - Contact Center

MAY 14, 2019

According to Forbes, 50% of IT professionals believe artificial intelligence and machine learning are playing a role in cloud computing adoption, growing to 67% by 2020. Visit our website for more information about Cisco contact center solutions. . Sources: Forbes: The killer app for your business.

Contact Center 110

Contact Center Self service contact center solutions Chatbots 110