Talkdesk

MARCH 12, 2021

Talkdesk provides one of the best cloud-based solutions tailored for a work-from-home (WFH) agent environment, visually appealing reports, integration with leading CRM solutions (like Salesforce) and security and compliance conforming to the best industry standards. . Manage complex call flow designs.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

Balto

AUGUST 3, 2022

We asked respondents to rank how often they use the following tools today, and how they expect them to be used ten years from now: Voice (phone) assistance IVR (Interactive Voice Response) assistance Online chat bot Live chat with a human Self-service knowledge base Discussion forums Social media Email Text Mobile app.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

SharpenCX

FEBRUARY 11, 2020

With upgraded reporting, you can see how agents perform compared to industry standards and your past track record. And, with skills-based routing , your IVR can move specific calls to just the right agent so your customers are cared for quickly. Next, track agent performance. You’ll see in the data where inefficiencies lie.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

NobelBiz

SEPTEMBER 30, 2020

2020 shifted the perspectives of many, if not all, industries across the globe. But the harsh reality brought by the 2020 world crisis forced call centers around the globe to adapt and think fast on their feet. The more the better, as the omnichannel approach seems to become the new industry standard.

virtual call center 52

virtual call center Call Center Contact Center voip 52

Creative Virtual

JULY 18, 2019

With industry experts predicting the year 2020 as the point when customer experience (CX) will overtake product and price as the number one way companies will differentiate themselves from the competition, organisations can’t risk ignoring these common contact centre issues.

Interactive Voice Response 40

Interactive Voice Response Chatbots Virtual Agent Self service 40

NobelBiz

NOVEMBER 23, 2020

No doubt, the debt collection industry is entering a new era. The 2020 FDCPA update represents a major paradigm shift for the US debt collection industry and for the 8 000+ nationwide firms. The immersive nature of this approach was so effective, that it quickly became an industry standard.

Contact Center 52

Contact Center Interactive Voice Response Multichannel Telecommunications 52

8x8

FEBRUARY 6, 2019

VIsibility into customer interactions and IVR usage. Provides voice-of-the customer insights for 100% of calls. Provides voice-of-the customer insights for 100% of calls. Provide a real-time view into critical contact center metrics. Contact center analytics. Analytics to know what is working and to fix what isn’t.

Analytics 48

Analytics CRM APIs Contact Center 48