SharpenCX

AUGUST 18, 2020

More than 80% of companies say their agents have to bounce between more than one system to support their customers. Not only that but, contact center leaders say the lack of an integrated agent desktop is their leading productivity challenge. Bundle all your important customer information into one easy-to-use interface.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

Fonolo

JANUARY 18, 2022

Contact centers have experienced a wild ride throughout the pandemic – and it looks like it is continuing in a more positive direction. The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027! – Shep Hyken, CS & CX Expert.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. Every time.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Cisco - Contact Center

NOVEMBER 24, 2020

Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead. He’s the VP and General Manager of Cisco’s Contact Center Business Unit.

Contact Center 113

Contact Center Technology contact center solutions Cloud contact 113

SharpenCX

MARCH 5, 2020

Over the past few years, the rise of social media, always-in-hand mobile devices, and the generational workforce and consumer swap have made waves in customer service and best practices for contact centers. Companies struggle to evolve and keep up with the changing demands of customers. Meet your customers where they are.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

SharpenCX

DECEMBER 4, 2019

Two weeks ago, I sat at my desk with my headphones on digging into the 2020 contact center trends headed your way next year. Your agents have such a massive impact on CX, they’re now given a name that reflects what they do… make (or break) customer happiness. So, what’s the trend that has me (and soon, you) hyped?

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

Cisco - Contact Center

DECEMBER 17, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. Digital-first customer experiences — when and how customers want.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. After all, these are the people who connect with dozens of your customers each day and support them with any issues or challenges they may have.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Cisco - Contact Center

FEBRUARY 19, 2021

The reason that caught my attention is that his interaction had many of the attributes I expect in a great customer interaction : no need to wait, no need to work hard to prove who he was, no need to repeat himself, and with full context into his past relevant interactions with the company. From Customer Service to Customer Experience.

Customer Experience 128

Customer Experience Contact Center APIs contact center solutions 128

Cisco - Contact Center

APRIL 27, 2020

Enhancing Call Center Efficiency . Customer Experience is the priority of business leaders, any size, any vertical. The Future of Cisco Contact Centers. Let’s check some numbers together. Artificial Intelligence BOT. But what do we mean by 10% optimization? Artificial Intelligence Use Case and Solution.

Contact Center 109

Contact Center contact center solutions Interactive Voice Response Call Center 109

Cisco - Contact Center

SEPTEMBER 17, 2020

Keeping Customer Experience Top of Mind. Last month I shared some exciting new capabilities with Webex Contact Center, our award-winning contact center as a service (CCaaS) for small and large contact centers. Full Omni-Channel Webex Experience Management.

contact center solutions 123

contact center solutions Contact Center Surveys Enterprise 123

Cisco - Contact Center

SEPTEMBER 11, 2020

They’re also seeing the role of the contact center evolving from not just problem solving, but playing a part of the greater customer journey and influencing the experience of the customer. Transform Your Contact Center . Find out more about Webex Contact Center AI solutions.

Contact Center 71

Contact Center Abandon Call contact center solutions Self service 71

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. Improved Client Engagement Clients expect a consistent and responsive experience. Read on and thank us later.

Contact center software 52

Contact center software Contact Center Multi-channel support Analytics 52

UJET

JUNE 25, 2021

As the world begins to reopen post-COVID-19, customer experience is more important than it’s ever been, with 80% of companies saying their core business model needs to go and/or stay digital to remain economically viable. This major shift in device utilization means thatmobile customer experience isanessential consideration.

Customer Experience 82

Customer Experience CRM Contact Center Wait times 82

DMG Consulting

JULY 20, 2022

DMG Consulting Releases 2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . The WFO/WEM suite vendors generated contact center sales of $2,236.9

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

SharpenCX

NOVEMBER 21, 2019

Only, trying to run a successful contact center with decades-old methodologies simply won’t cut it next year. 2020 call center trends look to finally shake up the stale industry. Because customers still aren’t happy. As we look to 2020 call center trends, we look past shiny objects. They want more.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

SharpenCX

DECEMBER 10, 2019

And, the same concept applies to your contact center. You have to define your call center performance goals and desired customer outcomes, first. Companies labeled by McKinsey & Co as customer-centric rally around customer outcomes above all else. What happened in your contact center in 2019?

Call Center 84

Call Center Contact Center Customer Service First call resolution 84

Cisco - Contact Center

NOVEMBER 17, 2020

According to a global survey by McKinsey & Company, 62% of organizations are experiencing increasing demand for online purchasing and services by their customers, and 53% believe this trend will continue in the future. This will undoubtedly lead to more traffic to your call center. What’s Next?

Customer Experience 81

Customer Experience Contact Center Government contact center solutions 81

SharpenCX

NOVEMBER 21, 2019

Only, trying to run a successful contact center with decades-old methodologies simply won’t cut it next year. 2020 call center trends look to finally shake up the stale industry. Because customers still aren’t happy. As we look to 2020 call center trends, we look past shiny objects. They want more.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

SharpenCX

JANUARY 7, 2020

You’ve got a whole year ahead to grow, push your employees, and build a stronger call center. As a call center manager, your focus should live in two places — with your agents and your customers. Let’s look at how you can take on projects in 2020 that benefit both. Even include a feedback form in your help center.

Call Center 52

Call Center Customer Experience Self service Contact Center 52

NobelBiz

FEBRUARY 23, 2023

For a few years now, businesses including contact centers have relied heavily on Cloud technologies. This particulary applies to contact centers as It enables team agents to discuss easily discuss subjects using instant messaging rather than email. What Are The Advantages of UCaaS Solution for Contact Centers?

Contact Center 52

Contact Center voip APIs Interactive Voice Response 52

Hodusoft

JUNE 15, 2020

Are you looking for ways to improve customer service and increase customer satisfaction? A live webinar is going to take place that will explain how omnichannel can enhance your customer engagement and improve customer experience. . Excellent customer services is essential for any business.

Contact center software 52

Contact center software Contact Center voip call center software 52

VocalCom

JANUARY 21, 2019

According to IHS Markit, 7 billion devices are projected to carry AI-powered assistants by 2020. Artificial intelligence is changing the way customers interact with brands, making these relationships both easier and more fun. The post How AI is Transforming the Mobile Customer Experience appeared first on Vocalcom Blog.

Customer Experience 59

Customer Experience Chatbots Contact center software Interactive Voice Response 59

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Cisco - Contact Center

SEPTEMBER 3, 2020

Bridging Two Worlds for Greater Customer Experiences. What’s the first thing that comes to mind when you hear the words “customer experience”? We each have our own perspectives based on our most memorable experiences as consumers – either good or bad. What about when you hear “customer service”? Delightful?

Contact Center 88

Contact Center contact center solutions Analytics Surveys 88

NobelBiz

JUNE 7, 2021

For a few years now, businesses including contact centers have relied heavily on Cloud technologies. This particularly applies to contact centers as It enables team agents to discuss easily discuss subjects using instant messaging rather than email. What Are The Advantages of UCaaS Solution for Contact Centers?

Contact Center 52

Contact Center voip APIs Interactive Voice Response 52

VocalCom

JANUARY 28, 2019

When it comes to winning loyalty, customer experience is the battlefield for modern brands. A recent Walker study revealed that by 2020, customer experience will overtake price and product as significant brand differentiators. Here are seven major trends shaping the customer experience in 2019.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

Hodusoft

JULY 16, 2020

Once your business delivers a satisfying customer experience, it can easily improve sales and ROI. Besides, you never know which channel customers like to connect with your business. Recently, HoduSoft responded to the clients’ request to explain how the omnichannel contact center can deliver a seamless user experience.

Contact center software 52

Contact center software voip call center software Contact Center 52

NobelBiz

JUNE 22, 2021

In 2020, there has been significant development in digital changes. What technologies and mindsets should contact centers adopt today to prepare for the future? The post How To Scale Up Your Business By Improving Customer Experience CX? The post How To Scale Up Your Business By Improving Customer Experience CX?

Customer Experience 40

Customer Experience Contact Center Technology contact center solutions 40

SharpenCX

SEPTEMBER 25, 2019

Catapulting your contact center to the digi-sphere is about more than changing up your processes, tech, and the way you work. It’s also about scrapping your gut-check reactions and making business decisions based on real truths about what your customers want. Data is the powerhouse that fuels your customer experience engine.

Customer Experience 59

Customer Experience Contact Center Abandon Call Contact center software 59

Hodusoft

JUNE 17, 2021

There is nothing more rewarding than knowing that you are truly serving your customers well. HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. billion USD in 2020.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

Aspect

DECEMBER 1, 2020

For more than 45 years, Aspect has been helping the world’s largest and most prestigious brands deliver outstanding customer experiences and ignite agent engagement and performance — I’ve personally been a part of the Aspect story for 20+ years. There are BIG contact centers that need enterprise solutions, but why should I care?”

Enterprise 118

Enterprise contact center solutions Cloud contact Contact Center 118

SharpenCX

NOVEMBER 26, 2019

New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. In August, Glassdoor released a decade of research linking employee and customer experience. Yet, 74% of contact center agents are still at risk for burnout. Get the step-by-step guide to do it right in 2020.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. In August, Glassdoor released a decade of research linking employee and customer experience. Yet, 74% of contact center agents are still at risk for burnout. Get the step-by-step guide to do it right in 2020.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

Callminer

AUGUST 6, 2019

.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Social media.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

NobelBiz

JUNE 29, 2021

The customer experience is critical to every company’s long-term viability. This customer journey’s enhancement is a work in progress. Outsourcing is the greatest option, allowing companies to focus their approach on their customers. The contact center is an important part of the client journey because of this.

Customer Experience 52

Customer Experience Contact Center CRM Customer centricity 52