Playvox

MARCH 12, 2023

Related Article: Team Leaders: How to Personalize your Agent Training 3. Use AI Technologies Many are starting to notice the critical role that artificial intelligence (AI) is beginning to have not only in the contact center industry but in many aspects of life.

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Contact Center Gamification Metrics Quality management 52

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. View this article on the publisher’s website. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis.

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Cloud contact Contact Center Enterprise Technology 48

NobelBiz

MARCH 23, 2022

In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. How to determine the ROI for a Contact Center Solution? How to determine the ROI for a Contact Center Solution?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Enghouse Interactive

JULY 7, 2020

While working through exceptional cases, agents would capture and catalog all relevant information and work with the product teams to develop new KB articles that would then treat that exception as a normal case. Protect Your Experts with Call Recording and Quality Management. restricted only to agents).

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

OCTOBER 19, 2020

As discussed in the last blog, we noted that a key area of focus should be on Natural Language Processing (NLP) where “Conversational Analytics” can become the differentiating factor, helping AI delivering the best possible solution today, and even better solutions tomorrow. It’s all in the approach and how the data is analyzed.

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First call resolution Feedback Enterprise Contact Center 52

Global Response

MARCH 1, 2022

To determine which call center KPIs are most important for your business, start by considering your current goals. An important advanced call center KPIs involves the quality of an agent’s assistance and etiquette during a call. Global Response’s human-centered, data-driven contact center solutions are here to help.

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Call Center Metrics Average Handle Time Abandon rate 62

NICE inContact

JULY 10, 2018

For the best results, look for a cloud contact center solution with in-built workforce optimization. For contact centers, this generally means interaction recording, live monitoring, quality management and coaching, analytics, workforce management, or a combination of these activities.

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Contact Center Technology Cloud contact Coaching 9

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Is your contact center omnichannel?

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Contact Center contact center solutions Multichannel Average Handle Time 52

Playvox

AUGUST 25, 2021

Playvox and Dialpad have integrated their industry-leading workforce engagement management (WEM) tools and contact center solutions to deliver a unified offering that helps businesses improve both agent and customer experience. ENJOYING THIS ARTICLE? Sign up for our newsletter.

Management 57

Management Agent burnout Contact Center Coaching 57

NobelBiz

FEBRUARY 22, 2023

What steps should you take to ensure that teleworking does not have a detrimental influence on the efficiency, quality, and performance of your Contact Center? Here are some suggestions: Set up a collaborative feature within your contact center solution and teach your agents how to use it.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

What steps should you take to ensure that teleworking does not have a detrimental influence on the efficiency, quality, and performance of your Contact Center? Here are some suggestions: Set up a collaborative feature within your contact center solution and teach your agents how to use it.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

Talkdesk

MAY 6, 2020

The Need for Business Agility Consumers have more choice than ever before, and they are increasingly choosing vendor relationships based on quality of customer experience. Introducing Talkdesk CX Cloud™, a New Kind of Contact Center Solution Talkdesk CX Cloud is the first end-to-end solution for delivering great customer experiences.

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Contact Center Cloud contact Enterprise Self service 80

Playvox

JUNE 22, 2023

Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies. Related Article: Call Center Workforce Management Metrics: How To Measure And Improve Performance Here is our comprehensive guide to the essential call center efficiency metrics.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

NobelBiz

APRIL 5, 2022

However, managing a contact center doesn’t come without its challenges and risks. In this article, we detail 10 of the biggest Risk Factors that most Contact Centers face And How To Resolve Each One of Them. Why is managing risk factors so important in the contact center industry?

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Contact Center Interactive Voice Response First call resolution Call Center 52

NICE inContact

NOVEMBER 8, 2019

Bottom line: You can lower cost while improving critical contact center KPIs such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT). link to blog article to be published for October webinar with Swisslog “5 KPIs You Can Improve By Integrating Your Contact Center and CRM”].

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Contact Center Average Handle Time Healthcare CRM 10