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

NobelBiz

MAY 25, 2023

billion in 2022 to USD 19.7 This is why, when it comes to call centers, the importance of data cannot be overstated. How a Customer Data Platform Benefits Call Centers Implementing a CDP can have profound benefits for call centers. According to ResearchAndMarkets , 2018, the CDP market was valued at $2.4

call center software 98

call center software Call Center APIs Contact Center 98

Playvox

APRIL 21, 2023

First, it’s important to understand the difference between multichannel and omnichannel customer service centers. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

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. This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

NobelBiz

FEBRUARY 17, 2023

For example, customers will be irritated and dissatisfied if an agent takes a long time to answer the phone or if they are kept waiting for a lengthy time. Properly handling several communication channels means having the right solution for your call center. Why is the Service Level (SL) so important for Contact Centers?

Service level 52

Service level Call Center Abandon Call First call resolution 52

Playvox

APRIL 27, 2023

This kind of customer engagement is open-ended. 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. Also having a solution that allows peers to recognize each other and be visible helps drive strong culture and teamwork.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

NobelBiz

JANUARY 31, 2022

Customers in 2022 expect to connect with your contact center via a variety of communication methods in a fluid, undifferentiated manner. Which contributes to scaling up your business through customer satisfaction and loyalty. A Dedicated 24/7 support from our team of professionals.

Contact Center 52

Contact Center Contact center software Cloud contact Technical Support 52

Playvox

MAY 24, 2023

Choosing the right call center workforce management metrics to monitor and manage in your customer support center is essential for the success and longevity of the customer experience. Workforce management solutions like Playvox WFM let you take a much more detailed approach to analyzing a customer support center.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

NobelBiz

FEBRUARY 22, 2022

Integrated Omnichannel Contact Center technology VoIP can coordinate your entire organization by linking to other cloud-based technologies such as Cloud Contact Center Solution (CCaaS) in an omnichannel customer interaction environment.

voip 52

voip Contact Center Interactive Voice Response Telecommunications 52

Playvox

MAY 25, 2023

Some channels are considered asynchronous, which refers to communication between an agent and a customer that does not happen at the same time. Common examples are emails or texts where the customer is not expecting a real-time response. Live chat or phone calls are good examples. Complaints 2.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Hodusoft

JULY 26, 2023

In fact, one of the major USPs of HoduCC contact center software is that by using the auto-provisioning feature, you can onboard your first client in less than five minutes! Single-tenant and multi-tenant options HoduCC contact center software offers both single-tenant and multi-tenant options for different users’ needs.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Transportation 52

Playvox

JUNE 22, 2023

Ultimately delivering outstanding customer experiences should be a strategic business priority for organizations if it isn’t already. For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52