Enghouse Interactive

MARCH 5, 2021

The last year has seen unparalleled change in the contact centre, with the acceleration of remote working due to the pandemic and lockdowns. As the world continues to change and moves to more hybrid, collaborative ways of working, how can organisations ensure they are ready to better serve customers – and support their staff?

Analytics 45

Analytics Technology Surveys Customer Service 45

aircall

MAY 12, 2021

Companies that are hesitant to embrace digitization may struggle with sustainability as competitors take the lead. The “transformation” part of the term refers to how the right digital tools and processes can transform your business—in a positive way! Digital tools are easy to integrate and they’re user-friendly.

Best practices 62

Best practices Entertainment Technology APIs 62

TechSee

AUGUST 31, 2022

The success and impact of your visual engagement program will depend on your ability to work with the early adopters, and bring along the ~80% who will need more prodding and training. You know the DNA of your team, and you know how hard it is to (or isn’t) to introduce something new to their world. End-User Adoption.

APIs 109

APIs Enterprise Technology Self service 109

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. How do we evolve working from home to make it easier, more secure, and efficient for the business and our associates?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Outsource Consultants

NOVEMBER 28, 2017

He goes into detail on the following five trends that will help call centers evolve and provide service that customers are looking for: 1) Build meaningful collaboration into the way agents work and solve problems. 3) Get the advantages of highly skilled workers who also understand the culture of their audience.

Call Center 52

Call Center Virtual Agent outsourcing Call flow 52

Totango

SEPTEMBER 4, 2020

It is a way of maintaining purpose in every customer engagement. How Tech-Touch Customer Success Works. It relies on accurate customer information being collected, analyzed, and shared across your enterprise and used to push customers to achieve specific goals that lead them to real-world business success.

Enterprise 63

Enterprise Accountability Customer centricity Education 63

The Petrova Experience

DECEMBER 14, 2021

The back-to-office plan should have been part of Better.com’s evolving organizational culture. Before we dive into the topic of return to office and what it really means, let’s get one thing out of the way. I remember the first time we launched a work from home program for salaried crewmembers at JetBlue Airways.

Real estate 52

Real estate Journey mapping Employee engagement Personalization 52

CCNG

FEBRUARY 28, 2024

When the COVID-19 pandemic flipped the world on its head four years ago, many organizations scrambled to adapt. They weren’t prepared for a quick transition to remote work, nor had hybrid workforce best practices laid out and ready to go. So, how do you make hybrid work a practical option for your employees in the long term?

Best practices 195

Best practices CCNG Technology Surveys 195

Enghouse Interactive

JANUARY 15, 2021

Secondly, lockdowns meant that contact centres had to switch to working remotely, leading to a greater burden on customer service teams as they adjusted to a very different environment, all while trying to cope with their own concerns about the pandemic and its effects. Thanks to COVID-19, 2020 was a challenging year for everyone.

Self service 40

Self service CRM Quality management Feedback 40

NobelBiz

JUNE 5, 2023

Outbound lead generation can be a game-changer strategy for businesses, but it is not without its share of challenges. When effectively executed, it can boost sales, increase profits, and lead to significant business growth. It is about sparking interest, initiating a conversation, and gradually guiding the prospect toward making a purchase.

Call Center 52

Call Center Scripts CRM Contact Center 52

SmartKarrot

MAY 19, 2023

To stay competitive, finance teams must embrace emerging technologies. The variety of ways in which it can be utilised makes it a valuable resource for businesses looking to maintain their edge in the market and provide their clients with the best possible service. What are conversational AI and ChatGPT?

Finance 10

Finance Banking Chatbots Education 10

SmartKarrot

MAY 19, 2023

To stay competitive, finance teams must embrace emerging technologies. The variety of ways in which it can be utilised makes it a valuable resource for businesses looking to maintain their edge in the market and provide their clients with the best possible service. What are conversational AI and ChatGPT?

Finance 10

Finance Banking Chatbots Education 10

NobelBiz

AUGUST 28, 2023

Embrace modern solutions that streamline operations and ensure smooth communication across channels. Cloud-Based Solutions : CCaaS solutions such as NobelBiz OMNI+ offer scalability, flexibility, and remote access, enabling agents to work from anywhere and ensuring uninterrupted communication.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Totango

MAY 15, 2024

“AI may not replace me, but AI will definitely change the way I work.” This bold statement, shared during a keynote at the recent Technology Services Industry Association (TSIA) World INTERACT conference in Orlando, set the stage for a series of thought-provoking discussions and insights from industry leaders.

Sales 72

Sales Enterprise B2B Marketing 72

Hodusoft

FEBRUARY 22, 2024

Being third-party companies, MSPs remotely manage a business’s information technology (IT) infrastructure and end-user systems. The advent of IP PBX telephony systems has revolutionized the way MSPs run their business operations and provide customer support to their clients. And all credit goes to IP PBX systems.

outsourcing 52

outsourcing Analytics Technology Finance 52

Help Scout

SEPTEMBER 28, 2021

While the opportunity to hire the best people anywhere in the world is incredible, hiring for a remote team does have its unique challenges. Help Scout has been a fully remote company for over 10 years now — with 129 people across 80 cities around the world — so our hiring process has to be aligned with our remote culture.

Engineering 125

Engineering Feedback Technical Support Surveys 125

Hodusoft

JANUARY 10, 2024

Seamless Connectivity: Exploring the World of IP PBX for Hosted Service Providers Would you be surprised to know that many hosted service providers are adopting hosted IP PBX systems and hosted telephony systems more than ever before? It shouldn’t because the evolution of telephony systems has revolutionized the way businesses communicate.

Interactive Voice Response 52

Interactive Voice Response Technology Marketing CRM 52

ViiBE Blog

JUNE 15, 2023

Both are powerful tools that enable teams to collaborate remotely, share information, and provide real-time support to clients and customers. In today’s constantly evolving business landscape, remote collaboration has become more crucial than ever before. However, screen sharing and co-browsing are not the same.

Technical Support 52

Technical Support CRM Technology Education 52

Hodusoft

DECEMBER 13, 2023

If we look around at the present world, the technological marvels that we enjoy today have undergone a radical transformation. But the way it has evolved is remarkable. Businesses that have started adopting hosted IP PBX telephony systems are way ahead of the curve compared to their competitors. Read on to know more.

CRM 64

CRM Best practices Technology Management 64

NobelBiz

MAY 22, 2023

By upgrading your phone system with intelligent features and cutting-edge capabilities, you empower your organization to adapt, evolve, and conquer the challenges of tomorrow. Embrace the future, elevate your customer experience, and witness the transformative impact it has on your bottom line. What features do you wish you had?

voip 52

voip Contact Center Call Center Interactive Voice Response 52

Quadient

AUGUST 1, 2022

The first is that businesses have taken the painful learnings from the recent pandemic and are translating them into a renewed focus on the customer experience – looking for ways to unlock the value of their customer interactions to support more durable, long-term relationships. Creating a Customer-centric Culture: Four Steps to Get Started.

Customer centricity 105

Customer centricity Journey mapping Banking Consulting 105

NobelBiz

JUNE 26, 2023

In order to fully grasp the inner workings of a call center, it’s essential to delve into the fundamental components that lay the foundation for its success. Managing a call center goes beyond delivering exceptional customer service. Of course, not even the most advanced technology cannot run a contact center by itself (yet?).

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

Playvox

MAY 25, 2023

New ways to improve customer retention and loyalty, as well as increase the customer base and boost customer satisfaction levels, are always popping up. New ways to improve customer retention and loyalty, as well as increase the customer base and boost customer satisfaction levels, are always popping up. billion valuation by 2031.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Hodusoft

AUGUST 16, 2023

5 Ways Multi-Tenant PBX Software Can Improve Your ISP Business In the last few years, a lot has changed the way individual users access the internet. Be it shopping, studying, working, or staying connected with friends and family, people are using the internet more than ever before. What’s an ISP?

voip 52

voip Analytics Marketing Customer retention 52

JustCall

JUNE 29, 2022

Owing to the evolving business needs and leaps in tech, we now have several types of PBX phone systems. A cloud-based PBX phone system has all the same features as an on-site model, but it runs from a remote location instead of being installed at your business site. Not everything that’s old is dead. Types of PBX Phone System.

voip 52

voip Education Sales Technical Support 52

aircall

MAY 24, 2021

We live and work in the cloud era. All those things require a framework that enables everything to work together in perfect harmony. Your framework is a roadmap for your digital ecosystem that allows you to remain competitive in the evolving business landscape. What Is a Digital Transformation Framework?

Best practices 62

Best practices Call Center Technology Analytics 62

NobelBiz

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. Additionally, offering flexible work arrangements and utilizing remote agents can further minimize labor costs.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

ClearAction

NOVEMBER 16, 2023

VoC Maturity Essentials – VoC Collaborators – VoC Transformers 3. Despite this significant investment of energy and resources, VoC today might be rated between 3-6 on a 10-point scale for each of the 3 maturity criteria listed above. So, what does it mean? Let’s look at a sports analogy for enlightenment. Outline: 1.

B2B 62

B2B Feedback B2C Enterprise 62

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred. The Debate Synopsis.

Upselling 98

Upselling SaaS Sales Accountability 98

ProProfs Blog

JULY 29, 2020

From the first telephone call made by Alexander Graham Bell in 1876 to the billions of phone calls that connect people every day, we’ve come a long way. The crux of the matter is that although phone support has evolved over the years, it still is light years away from meeting customer expectations. Table of Contents [ Hide ].

Call Center 128

Call Center Interactive Voice Response Customer Experience Call flow 128

JustCall

APRIL 5, 2022

On the contrary, VoIP phone systems or Voice over Internet Protocol is a cloud telephony system that has been making revolutionary advancements in the business world. First, the cost-per-call is way less than what a traditional phone connection offers. What are some important VoIP benefits? And why do they matter?

voip 40

voip Interactive Voice Response Analytics Sales 40

SmartKarrot

SEPTEMBER 24, 2021

In such an environment, all the industry experts have opinionated that we might never go back to the old “tried and tested” ways. In such an environment, all the industry experts have opinionated that we might never go back to the old “tried and tested” ways. The COVID-19 pandemic has taken its toll on the B2B customer experience.

B2B 11

B2B Customer Experience Entertainment Advertising 11

Help Scout

SEPTEMBER 25, 2018

Our Design team at Help Scout is distributed across three continents and five time zones — working remotely, but paired closely with Engineering, Marketing and Content teams located in a further 50+ cities around the globe. How do you receive meaningful feedback or share work in progress when everyone else is asleep?

Engineering 40

Engineering Feedback Construction Personalization 40