Playvox

APRIL 25, 2023

Experts predict that using remote and hybrid contact center agents will remain a cost-effective, efficient solution for delivering outstanding customer support well into the future. A 2022 ICMI study revealed that 34% of contact centers cited training a remote workforce as their biggest challenge.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. The process! What analytics do you offer?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

3CLogic

JANUARY 5, 2022

As technology continues to rapidly develop, contact centers will need to revisit the tools they use in order to keep up. Consider how the contact center landscape changed during 2021 alone. Let’s review what happened over the last year to see what lies ahead for 2022. Recapping How Contact Centers Evolved In 2021.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

JustCall

AUGUST 10, 2022

Top 8 Avoxi Alternatives & Competitors in 2022. Live call coaching, recording, transcripts, and swift closure of deals with call intelligence. Features like call queuing, call recording, number porting, and speech-to-text make it a great solution for support and sales agents. Looking for a robust Avoxi alternative ?

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

3CLogic

JANUARY 24, 2024

With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 in 2022 — dissatisfaction and frequent complaints from customers are rising. Are your agents “swivel-chairing” between your contact center solution, CRM platform, and additional systems?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Playvox

MAY 2, 2023

A cloud contact center is one that’s hosted somewhere other than a contact center’s physical premises and handles all customer interactions through a single platform. The cloud contact center provider handles the servers and software involved in delivering an excellent customer experience.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

AWS Machine Learning

DECEMBER 21, 2023

As per the Forrester report, The State Of Customer Obsession, 2022 , being customer-first can make a sizable impact on an organization’s balance sheet, as organizations embracing this methodology are surpassing their peers in revenue growth. Great customer experience provides a competitive edge and helps create brand differentiation.

Contact Center 93

Contact Center Scripts Interactive Voice Response contact center solutions 93

Playvox

APRIL 27, 2023

Tackle Agent Attrition, Address Burnout With WEM In 2022, the average a gent turnover rate climbed as high as 30% for large customer service organizations. To elevate performance and agent engagement, regularly coach your CX team members on where they excel.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

NobelBiz

NOVEMBER 26, 2021

Call Whispering Quality training for your contact center agents is a must if you want to provide excellent customer support. To satisfy client expectations, agents, whether in sales or customer service, must be regularly coached, supported, encouraged, and kept up to speed on the brand’s latest services or goods.

Best practices 52

Best practices Management Contact Center Cloud contact 52

NobelBiz

MARCH 14, 2022

In 2022, contact center agents are using precise information and technologies for each prospect to make interactions more fruitful and meaningful. This way, you’ll be able to conclude on a positive note and adequately prepare for your follow-up contact. The idea is to repeat what was successful and avoid what didn’t work.

Contact Center 52

Contact Center Scripts Average Handle Time Cloud contact 52

NobelBiz

JANUARY 17, 2022

Choosing a concentrated set of interfaces results in significant time savings, and that’s where CCaaS Solutions comes in! For 2022 and beyond, Contact Centers must focus on improving their technologies by having a unified contact center solution encompassing all their tools, customer Data, and agents’ efforts.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52

Playvox

MAY 24, 2023

If the forecasted volume is aligned with the actual volumes, then the agents aren’t following their schedules accurately and need to be coached. In fact, 42% of contact centers told ICMI in 2022 that they varied as much as 15% from their forecasts — and 10% of contact centers said they varied by 16% or more.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52