The Northridge Group

JULY 20, 2023

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. But is this really producing more productivity?

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. billion in 2023 to USD 111.37 billion by 2033, growing at a compounded annual growth rate of 14.7%. It’s the acronym for Unified Communications as a Service.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

JustCall

MARCH 7, 2023

Introduction Contact centers are one of the most underrated departments of a business. It is important to equip your call centers with the right toolset and insight for them to function well. What Is Contact Center Analytics? This means your contact center is adequately equipped.

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. from 2023 to 2028. from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. And you can’t meet call center goals without your customer service team (call center agents). Here are a few reasons why customer service goals are vital for your contact center.

Customer Service 81

Customer Service Abandon rate Call Center Interactive Voice Response 81

Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. And you can’t meet call center goals without your customer service team (call center agents). Here are a few reasons why customer service goals are vital for your contact center.

Customer Service 67

Customer Service Abandon rate Call Center Interactive Voice Response 67

SharpenCX

JANUARY 6, 2021

Customer data is the nucleus of your contact center. The more investments in cloud CRMs and ticketing systems, the harder it will become to integrate and share customer data with legacy call center systems. . As you continue to adopt digital channels, cloud contact center tools let you iterate and improve, without tagging in IT.

Call Center 67

Call Center Coaching Abandon rate Contact Center 67