EPIC Connections

SEPTEMBER 10, 2018

Your industry needs, your business needs, and your operations are extremely unique, making no two cloud contact center solutions alike. The implementation process is a metamorphosis that takes a cloud contact center technology platform and transforms it into the right solution for your company. Analytics and reports.

Cloud contact 33

Cloud contact Contact Center Call flow Best practices 33

NobelBiz

DECEMBER 11, 2023

Implementing best practices and different call flow types can enhance customer experience and operational efficiency. Data Collection: Facilitates the collection of valuable customer data for analytics and improvement. By implementing these practices, businesses can ensure that their call flow system is optimized for success.

Call flow 105

Call flow Interactive Voice Response Customer Experience Contact Center 105

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

NobelBiz

MARCH 5, 2024

Call Center Analytics vs. Call Center Reporting: Differences The distinction between analytics and reporting can be considered as a cornerstone for strategic decision-making. Call Center Analytics : If reporting is the compass, then analytics is the sextant, enabling navigators to chart a course towards future destinations.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Callminer

JUNE 12, 2018

Join CallMiner and customer SiriusXM for our workshop, “Interaction Analytics Simplified: How Omni-channel Analytics Technology Works and Applies to the Contact Center Industry,” held on Tuesday, June 19th from 2:15-5:00 p.m. NetLink – 30 Minutes past the hour – The Care Cloud: Contact Center Analytics.

Multichannel 140

Multichannel Contact Center Analytics Cloud contact 140

Callminer

JUNE 12, 2018

Join CallMiner and customer SiriusXM for our workshop, “Interaction Analytics Simplified: How Omni-channel Analytics Technology Works and Applies to the Contact Center Industry,” held on Tuesday, June 19th from 2:15-5:00 p.m. NetLink – 30 Minutes past the hour – The Care Cloud: Contact Center Analytics.

Contact Center 140

Contact Center Multichannel Analytics Cloud contact 140

NobelBiz

MARCH 19, 2024

Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction. Integrated with real-time data feeds and up-to-the-second analytics, these dashboards offer supervisors a holistic view of agent performance across multiple teams and channels.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Expivia

AUGUST 18, 2021

For omnichannel contact centers, customer satisfaction scores should matter more than the volume of calls. 7 Omnichannel Contact Center Best Practices. Setting up an omnichannel contact center is the best way to ensure that you’re providing world-class customer service. Use a Cloud Contact Center Solution.

Contact Center 98

Contact Center Multichannel Best practices Interactive Voice Response 98

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. Contact center supervisors must be equipped to better identify and tailor training programs to each agent’s skill gaps and training needs. 6 Steps and Best Practices for Your Best Call Center Staff Training Program.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

SharpenCX

OCTOBER 13, 2021

If you haven’t already, it’s vital to have cloud technology that keeps your data safe and makes your customer information accessible anywhere with internet access at any time. Cloud contact center technology allows your team to route and deliver interactions to remote agents across any channel.

Contact Center 128

Contact Center Technology Coaching Analytics 128

Callminer

DECEMBER 17, 2019

Tools like speech analytics solutions help monitor QA, ensure compliance, and provide insights that aid in agent performance management , as well. Cloud contact centers may be more reliable. “Cloud contact centers are 27% cheaper and experience 35% less downtime than their on-premise counterparts.”

Call Center 207

Call Center outsourcing Contact Center Finance 207

NICE inContact

SEPTEMBER 20, 2019

Features like Workforce Management , Call Recording and even call advanced reporting functions like call tracking metrics are more easily accessible in a cloud environment. Your Contact Center represents the front line to your constituents and customers.

Contact Center 63

Contact Center Interactive Voice Response Cloud contact Best practices 63

OrecX

APRIL 3, 2018

Nearly 50% of businesses today have some form of call recording - some with full featured enterprise recording systems, others with one-off recording functionality as part of larger telephony systems, and those with call recording capability as part of their cloud contact center software.

Contact center software 66

Contact center software APIs Analytics Upselling 66

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Analytics 98

Analytics Call Center Scripts Contact center software 98

NobelBiz

MARCH 12, 2024

Utilizing data analytics to gain actionable insights into customer behavior and preferences in real-time. Providing Personalized Customer Experiences: Unified CXM leverages data analytics and insights to understand specific customer preferences and behaviors. Enables quick service on the platform of their choice.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

NobelBiz

JANUARY 23, 2024

This article will delve into the world of Customer Support as a Service (CSaaS) , exploring the nature, types, and the profound impact it can have on your contact center. We’ll offer valuable insights, actionable strategies, and best practices to transform your contact center’s customer support and skyrocket customer satisfaction.

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. Contact center supervisors must be equipped to better identify and tailor training programs to each agent’s skill gaps and training needs. 6 Steps and Best Practices for Your Best Call Center Staff Training Program.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Cisco - Contact Center

FEBRUARY 18, 2020

Customer Journey Analyzer, our cloud-based advanced analytics reporting solution is now available for trial to all our on-premises contact center customers. The Customer Experience Analytics gadget displays the overall pulse of customer feedback through industry-standard metrics, such as NPS, CSAT, and CES.

Contact Center 121

Contact Center Enterprise Self service contact center solutions 121

Serenova

JANUARY 7, 2020

So, we created a true cloud contact center solution that could. Today, that solution unifies everything from customer engagement to quality management to analytics. We then continually share knowledge and best practices to ensure long-term success. Simply going live is never the end-goal.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

NICE inContact

OCTOBER 25, 2019

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant.

Contact Center 48

Contact Center Cloud contact Analytics Marketing 48

NICE inContact

JANUARY 21, 2019

In our last blog article on the recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018 , we highlighted the independent research group’s 32-point evaluation methodology and the depth and breadth of criteria asked of each vendor reviewed.

Cloud contact 54

Cloud contact Contact Center Analytics Marketing 54

NobelBiz

APRIL 18, 2022

A client will need to make significant changes in their technologies, CRM system, database, the way they use their analytics and spend a lot of time developing rules and rules-based policies and procedures. Contact Center Technologies Before you can get to efficiency, you have to create a whole new call center environment.

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. Also, call center operations managers are crucial in driving hyper efficiency within their organizations.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NICE inContact

AUGUST 13, 2019

How do cloud contact centers meet these digital-forward needs? Here’s what you can expect as cloud contact centers innovate and evolve: Offer exceptional service in the digital channels your customers expect including Facebook Messenger, Twitter, Apple Business Chat, WhatsApp, LinkedIn, SMS, email and live chat.

Customer Service 54

Customer Service Cloud contact Contact Center Enterprise 54

NobelBiz

JANUARY 16, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. All enabled by NobelBiz leading contact center technology.

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

Noble Systems

MARCH 19, 2021

While many large enterprises still use these on-premise systems, SMB call centers can now take advantage of today’s cloud call center software for small businesses. Cloud Contact Center for SMBs. Cloud contact center software systems offer smaller teams the benefits of the same tools and technologies used by big businesses.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

NobelBiz

MARCH 21, 2023

Factors to Consider When Choosing a Progressive Dialer Software Best Practices for Implementing a Progressive Dialer into your Contact Center What is a Progressive Dialer? A Progressive Dialer refers to a contact center software that automates outbound calling. And practices that enhance productivity.

Contact Center 52

Contact Center contact center solutions Call Center Best practices 52

NICE inContact

JANUARY 15, 2019

In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. Were the criteria evaluated rich enough? And maybe most importantly, were the outcomes directly relevant to the audience’s needs? Per the Forrester Wave report: “Current offering.

Cloud contact 48

Cloud contact Contact Center Analytics CRM 48

pindrop

JUNE 17, 2020

The status quo is an absolute public health disaster waiting to happen, and social distancing best practices are nearly impossible to maintain in current on-premise contact centers. . Leveraging AI in the Cloud Contact Center.

Contact Center 65

Contact Center Technology Average Handle Time Call Center 65

NICE inContact

AUGUST 1, 2019

The eight initiatives also serve as points of discussion by identifying goals and processes that demand contact center modernization, including: Omnichannel routing Workforce optimization Reporting and analytics Automation Artificial intelligence.

Contact Center 60

Contact Center contact center solutions Cloud contact Self service 60

Natalie Petouhof

MARCH 3, 2016

Genesys leaders will participate in the following Enterprise Connect panel sessions and a joint presentation at the Microsoft booth to share insights and best practices on managing omnichannel customer journeys, cloud contact centers and market updates for the enterprise. Sheila McGee-Smith, McGee-Smith Analytics.

Enterprise 40

Enterprise Customer Experience Contact Center Analytics 40

NICE inContact

AUGUST 19, 2019

You’ll also hear real-life results and best practices from a CXone customer, Landauer, who successfully used benchmarks to identify what Angie describes as “the good, the bad and the ugly,” and leveraged those insights to improve not only the customer experience but also agent and business experiences.

Benchmark 55

Benchmark Contact Center Best practices Enterprise 55

NICE inContact

AUGUST 19, 2019

You’ll also hear real-life results and best practices from a CXone customer, Landauer, who successfully used benchmarks to identify what Angie describes as “the good, the bad and the ugly,” and leveraged those insights to improve not only the customer experience but also agent and business experiences.

Benchmark 54

Benchmark Contact Center Best practices Enterprise 54

NICE inContact

DECEMBER 17, 2018

Our NICE inContact CXone cloud customer experience platform is the first unified suite of cloud native applications to combine omnichannel routing, analytics, workforce optimization (WFO or WEM), and analytics & artificial intelligence (AI). Download the full Gartner Magic Quadrant report. We’re a leader in 3 of 3!

Multichannel 48

Multichannel Contact Center contact center solutions Cloud contact 48

NICE inContact

OCTOBER 25, 2019

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. Thus, it’s no longer a matter of “if” your contact center will move to the cloud, but rather “where” and “when” that cloud transformation begins.

Contact Center 48

Contact Center contact center workforce Cloud contact Quality management 48

NICE inContact

JULY 12, 2016

It is a necessity that gives the contact center the flexibility, agility, and power required to optimize agent performance while responding to customer needs quickly and effectively. The key to unlocking this power is the insight provided by data analytics. Consider the end results of how your WFO-enabled contact center will operate.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

NICE inContact

AUGUST 1, 2019

The eight initiatives also serve as points of discussion by identifying goals and processes that demand contact center modernization, including: Omnichannel routing Workforce optimization Reporting and analytics Automation Artificial intelligence.

Contact Center 48

Contact Center contact center solutions Cloud contact Self service 48