Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! of all other companies have a CX project that has been completed, is underway, or is planned for implementation in 2021. will have extended Teams to their contact center for voice and 31.1% Using cloud contact center platforms drives more revenue (54.1% New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

TechSee

AUGUST 14, 2023

Follow on LinkedIn Dan Smitley, Workforce Management and Contact Center Guru As an experienced public speaker and thought leader, Dan is passionate about leveraging workforce management, contact center operations, strategic thinking, project planning, and data analytics to help companies, customers, and front-line employees succeed.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

TechSee

JUNE 25, 2019

Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Emotion analytics. Emotion analytics analyzes an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Contact Center workload management.

Technology 122

Technology Customer Service Gamification Contact Center 122

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. These details allow for training reps and improving call center performance. The most sophisticated solutions offer multi-channel text and speech analytics. Know the latest call center trends.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Spearline

OCTOBER 21, 2021

Centralized contact center hubs carry voice traffic around the world. There are expected to be nearly 2.14B digital buyers in the world in 2021. Comprehensive call records enable you to form a complete picture of the performance history of your contact numbers. Analytics support the root-cause analysis of issues.

Telecommunications 113

Telecommunications Benchmark Engineering Feedback 113

Monet Software

MAY 27, 2020

While the event may be over, all content is now available on-demand until May 21, 2021. Take advantage of this content and take away some tips and innovations from your peers and Verint experts that you can apply immediately in your organization’s contact center, customer experience, back-office and compliance areas.

contact center workforce 83

contact center workforce Education Analytics Contact Center 83

ViiBE Blog

AUGUST 17, 2021

ViiBE Blog. August 17, 2021. Why track customer experience analytics? CEM helps organizations with analyzing customer experience analytics and align with the perfect growth strategy prioritizing higher customer conversion rates, reduced churn rates, and strong brand presence. 26 August 2021. 25 August 2021.

Customer Experience 52

Customer Experience Management Automotive Brand ambassadors 52

pindrop

OCTOBER 12, 2021

It is commonly understood that KBAs are frustrating, not just for the consumers but for the contact centers themselves. We explore these topics in this blog. KBAs are on the way out and need to be replaced with more comprehensive and sophisticated biometric and analytical tools. Why is this so? The Future of KBAs.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

Spearline

MARCH 10, 2022

Interactions can leverage voice analytics technologies, monitoring emotions to see if the user is happy, confused, disappointed, neutral or other. Voice analytics can also watch for keywords to inform and direct the interaction, and can assess the style and quality of the user responses and tune a voicebot’s delivery to the situation.

Analytics 97

Analytics Technology Enterprise Contact Center 97

Momentum Telecom

JANUARY 29, 2021

As a proud partner of the Cleveland Browns , we cheered on their historic playoff run (and perfect timing for our first Momentum Moment of 2021! ). The ability to collaborate via voice and video , leverage a cloud-based contact center , or easily scale up a data network all put valuable extra points on the board.

Technology 98

Technology Consulting Consulting Sales 98

Lumoa

FEBRUARY 7, 2023

Organizations that analyze and act on their customer behavioral data outperform the market by 85% in sales growth, according to a 2021 study by Microsoft. Survey responses come in through your survey provider, reviews are available only on third-party sites, and customer conversations are all stored in your contact center.

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

Uniphore

NOVEMBER 16, 2021

Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. And shift we did.

Banking 52

Banking Average Handle Time Contact Center Wait times 52

Upstream Works

FEBRUARY 10, 2021

As 2021 unfolds, the stakes have never been higher for contact center leaders to invest in the right technologies. Many contact centers still struggle with the limitations of legacy technology and premises-based systems, and the disruption from COVID-19 has intensified the urgency to modernize.

Contact Center 78

Contact Center Technology Analytics Customer centricity 78

SmartKarrot

DECEMBER 2, 2020

Today, in this blog we will discuss about such remarkable women who have carved their own stamp in their respective areas of expertise. She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Insightful approach and deep analytical skills have led her to reach that point.

Journey mapping 17

Journey mapping SaaS Customer retention Contact Center 17

Call Experts

APRIL 8, 2024

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Using a customer journey contact center can also be highly advantageous.

Contact Center 52

Contact Center Customer centricity Call Center Feedback 52

SmartAction

SEPTEMBER 2, 2021

That’s the simplest way to describe them to any time traveler from an age before 1956 who lands in 2021 and is trying to figure out what kind of accent they hear on the other side of the weird tiny computer they’re holding up to their ear as they call into customer service to inquire about their order of Heelys (gasp, shoes, AND skates!

Virtual Agent 90

Virtual Agent Engineering contact center solutions Analytics 90

Spearline

JULY 13, 2021

At Spearline, many of our customers have contact centers situated worldwide, used for customer service, sales, and product information. Therefore, one of the purposes of the Spearline blog is to educate our readers and update them with the latest and most relevant pieces of information, including trends in the contact center industry.

Contact Center 98

Contact Center Telecommunications Analytics Surveys 98

Avaya

APRIL 9, 2019

My previous esports blog highlighted the dramatic growth of the market with 380 million esports viewers today jumping to nearly 560 million viewers by 2021. Integrated Call Centers Contact centers have the opportunity to redefine the fan experience. Think more VR, AI, tech visors, robotics.

Entertainment 51

Entertainment Social media contact Contact Center Technology 51

Enghouse Interactive

DECEMBER 5, 2018

The following blog takes a look at the contact centre and what we can expect to see in 2019. Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. of all contact centre inbound interactions.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

Revation Systems

OCTOBER 2, 2019

Contact centers using AI can also help consumers receive simple answers quickly and facilitate smoother interactions between people through chatbot services. It has been reported that the use of AI chatbots will increase 136% by 2021. Contact centers are already turning to chatbots to enhance the customer experience.

Call center experience 48

Call center experience Call Center Chatbots Healthcare 48

Enghouse Interactive

JUNE 4, 2021

However, the pressure is on for contact centres to adapt quickly. In recent research conducted by Enghouse Interactive 91% of agents were likely to leave their jobs in 2021. To find out more about Enghouse Interactive’s ‘ Mind Matters – Agent Wellbeing Research ‘ download the report and/or read our previous blog post.

Analytics 63

Analytics Self service Technology Metrics 63

NICE inContact

OCTOBER 30, 2019

With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance. Submit Application.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

ViiBE Blog

JULY 30, 2021

ViiBE Blog. What is a contact center? Call Center , Customer experience , Remote operations. July 30, 2021. Considered a relatively new solution, contact center is an omnichannel customer support platform. What is an inbound contact center? How to enhance the contact center experience.

Contact Center 52

Contact Center Automotive Transportation Analytics 52

Avaya

AUGUST 2, 2017

Nearly half of CIOs plan to spend 50% or more of their time in digital activities by 2021, yet only 5% feel they’ve mastered digital to a point of competitive differentiation. They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social.

Enterprise 63

Enterprise Big data Analytics Technology 63

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. That number was 197 million in March 2021.

Contact center software 52

Contact center software Banking Contact Center Finance 52

Call Experts

JULY 13, 2023

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Using a customer journey contact center can also be highly advantageous.

Contact Center 52

Contact Center Customer centricity Call Center Feedback 52

Enghouse Interactive

FEBRUARY 5, 2021

Many people have used the opportunity to move outside big cities – London is set to see a drop in its population in 2021 for the first time in 30 years. However, humans are social animals and we do need face-to-face contact – and enforced remote working has highlighted gaps in the experience that need to be fixed.

Self service 40

Self service Coaching Chatbots Quality management 40

aircall

MAY 28, 2021

Just under half of the people in the world are owners of smartphones as of 2021 (about 3.8 In 2021, projections show that about 67 million Americans will take advantage of a coupon via text on mobile phones. Your call center’s dashboard will save you time by quickly analyzing the results.

Best practices 62

Best practices Sales Wireless Marketing 62

Avaya

JUNE 9, 2017

Nearly half of CIOs plan to spend 50% or more of their time in digital activities by 2021, yet only 5% feel they’ve mastered digital to a point of competitive differentiation. They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social.

Enterprise 41

Enterprise Big data Analytics Technology 41

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. HoduCC – Contact Center Software.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

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

Expivia

NOVEMBER 9, 2020

My team and I are beginning to talk about budgeting and technologies for 2021, and now is the time for us to start making some hard decisions. Number one for 2021 is Real-Time Transcription. Number one for 2021 is Real-Time Transcription. This is how AI affecting the contact center. Real Time Transcription.

Call Center 52

Call Center Customer Service Upselling Chatbots 52

Noble Systems

JANUARY 29, 2021

Changing Customer Behaviors Will Impact Contact Centers in 2021. This was especially evident with contact centers that did not have the right technologies in place or were otherwise ill-equipped to quickly pivot to an at-home service model and address extremely high call volumes when the pandemic began.

Contact Center 68

Contact Center Surveys Analytics Feedback 68

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

Noble Systems

FEBRUARY 10, 2021

What Contact Centers Can Do Now to Address Shifting Customer Behaviors. Earlier in this 3-part blog series, we looked at recent changes in consumer demands ( Part 1 ), including the top five contact center customer behavior trends that are here to stay ( Part 2 ). Anywhere customer service and engagement.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Hodusoft

MARCH 21, 2024

from 2021 to 2028. In this blog, we will delve into the key challenges that BPOs face in offering the best possible support to their customers and how HoduCC can prove to be a beacon of support for this industry. As per a report by McKinsey , most contact centers experience average annual turnover rates of up to 60 percent each year.

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response outsourcing 52