Contact Center Pipeline

SEPTEMBER 27, 2022

As with business-to-consumer (B2C) contact centers, business-to-business (B2B) contact centers also had to suddenly have their agents work-from-home (WFH) when the COVID-19 pandemic struck.

B2B 259

B2B B2C Contact Center Cloud contact 259

JustCall

NOVEMBER 25, 2022

For meeting the goal of quality control, speech analytics software examines live or recorded calls and decodes emotional signs. Similar to voice recognition software, speech analytics software analyzes spoken language through artificial intelligence. Give call center agents instructions using call center voice analytics software.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

CSM Magazine

MARCH 30, 2021

For instance, over half of contact centre managers with integrated cloud solutions believe they have positively impacted employee and customer data analysis. Evan Kirstel, B2B technology thought leader concluded, “The benefits of the cloud contact centre are so numerous that it is now impossible to overlook them.

Analytics 59

Analytics Cloud contact B2B Employee engagement 59

The Northridge Group

MAY 2, 2023

To get a handle on ChatGPT, its implications, benefits, challenges, and best practices for contact centers we had a virtual conversation recently with Nathan Hart, Senior Director of Technology, Solutioning & Data Analytics, The Northridge Group. This makes it a highly valuable tool for customers and employees alike (see chart).

Contact Center 67

Contact Center B2C Chatbots B2B 67

Nicereply

MARCH 8, 2023

To get the best customer success data, you can use analytics tools to monitor customer experience. It’s straight from the horse’s mouth, which does something analytics can’t: take into account how your customers feel about your product. Does your cloud contact center meet your B2B client’s demands?

Customer Service 52

Customer Service Journey mapping B2C Metrics 52