Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. This blog will focus on how it helps enhance agent productivity.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT. The result to the bottom line?

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

JUNE 17, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #1 Enhancing the Customer Experience. IVR / Mobile IVR / Chatbots / CRM integrations. Properly configured, IVRs have been shown to reduce call abandon rates by upwards of 50%. It’s the best way to create a positive first impression.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

NICE inContact

JULY 12, 2016

The key to unlocking this power is the insight provided by data analytics. There are three primary points to cover when selling the value of data insights to the C-suite: Outline the functionality and benefits of using analytics. Provide clear examples of how these benefits translate into financial value.

Interactive Voice Response 48

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

JustCall

MARCH 7, 2023

And the only way to succeed is through an effective contact center management system. This blog will look at the tips and best practices for contact center management. What is Contact Center Management? What key metrics should all contact center managers track?

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

NICE inContact

SEPTEMBER 27, 2019

Even the smallest of changes took a long time, and streamlining some IVR menu items, for example, took more than a year. Empire launched a search for a contact center provider that could deliver flexibility, scalability, functionality, robust analytics, reporting, visibility and quality management.

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

Serenova

AUGUST 11, 2020

During the past decade, contact centers have begun to adopt new technologies such as cloud-based CRMs, intelligent IVRs, chatbots and true omnichannel capabilities , further highlighting the need for robust agent training to ensure employees are adept at interacting with customers in a variety of modalities.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. When using these methods, customer responses are collected with a dial pad or voice XML input.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. When using these methods, customer responses are collected with a dial pad or voice XML input.

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

Serenova

AUGUST 11, 2020

During the past decade, contact centers have begun to adopt new technologies such as cloud-based CRMs, intelligent IVRs, chatbots and true omnichannel capabilities , further highlighting the need for robust agent training to ensure employees are adept at interacting with customers in a variety of modalities.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

Aspect

NOVEMBER 13, 2017

With the contact centre largely removing the need for a face-to-face element, really listening to the customer has consistently been a challenge for customer experience managers. For customer experience managers, the influence of speech analytics upon a self-service strategy is not to be underestimated.

Analytics 71

Analytics Interactive Voice Response Self service Quality management 71

Cisco - Contact Center

AUGUST 18, 2020

Welcome to Our Monthly Feature Update Blog Series. To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. Here’s What’s New. Make Smarter Decisions with Webex Workforce Optimization.

Contact Center 118

Contact Center contact center solutions Analytics Entertainment 118

Expivia

JULY 21, 2021

Advanced Analytics Software. Every world-class call center should invest in analytics technology. This tool truly raises the quality of your contact center. Call analytics software changes the game in how you view each call. Workforce Management Software. You can already find AI chatbots and IVR systems. .

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we saw the significant advantages that successful companies * achieved when using AI and UC – both on a standalone basis, but with even more success when they combined them. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Finance 56

Hodusoft

NOVEMBER 29, 2022

This blog post lists the top 10 contact center solutions that gained a lot of popularity in 2022 and are poised to keep up the momentum in 2023 and beyond. Out of them, only a few are worthy and enable businesses to excel in their customer service and support endeavors. Choosing the right contact center software is essential for success.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Enghouse Interactive

JULY 27, 2020

Transform the Contact Center with Microsoft Teams (blog Series). Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. Blog #3 Seeing is Believing! Nemertes research shows that Microsoft Teams is the most widely used UC solution with 55.9%

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

NICE inContact

AUGUST 6, 2019

For effective management, all such systems need to work seamlessly across channels. Workforce engagement needs to provide quality management , coaching, and recording and scheduling tools for true omnichannel teams. Your analytics solution needs to support and provide insights across all channels.

Interactive Voice Response 63

Interactive Voice Response Contact Center Self service Best practices 63

JustCall

APRIL 13, 2020

And summed up all the best performing hacks in this blog post they are using to achieve team success. We found out that with remote customer support teams, conserving team unity and productivity becomes challenging for Managers. As a customer service manager, happy customers at all times is your priority.

Customer Service 98

Customer Service Interactive Voice Response Analytics First call resolution 98

NICE inContact

AUGUST 6, 2019

For effective management, all such systems need to work seamlessly across channels. Workforce engagement needs to provide quality management , coaching, and recording and scheduling tools for true omnichannel teams. Your analytics solution needs to support and provide insights across all channels.

Interactive Voice Response 54

Interactive Voice Response Contact Center Self service Best practices 54

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Voice of The Customer. Quality Management. Try these additional resources: BLOG: Call Center Software 101: Introduction to Customer Contact Technology • read.

Management 86

Management Gamification Quality management Schedule adherence 86

NICE inContact

MARCH 6, 2018

I have no doubt that every person that reads this blog can recall a time when they received outstanding customer service from a person or company. GEICO famously does this at the end of every interaction, which enables them to accurately state “99% customer satisfaction” in their marketing initiatives. IVR surveys.

Interactive Voice Response 72

Interactive Voice Response Surveys Feedback Analytics 72

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Leading Technologies for Workforce Management in Call Centers. An efficient workforce management approach combines demand generation, skills repository, talent acquisition, allocation, learning and analytics to deliver robust talent connect. Artificial Intelligence. AI algorithms are challenging human intelligence.

call center workforce 54

call center workforce Call Center Technology Management 54

NICE inContact

MARCH 6, 2018

I have no doubt that every person that reads this blog can recall a time when they received outstanding customer service from a person or company. GEICO famously does this at the end of every interaction, which enables them to accurately state “99% customer satisfaction” in their marketing initiatives. IVR surveys.

Interactive Voice Response 48

Interactive Voice Response Surveys Analytics Feedback 48

NICE inContact

JANUARY 8, 2019

Younger generations actually do not mind at all to self-serve, or interact with an automated system. We haven’t even started looking into how Quality Management and Analytics can help you to improve CSAT. The post How to Improve Call Center Customer Satisfaction (CSAT) appeared first on NICE inContact Blog.

Call Center 48

Call Center Average Handle Time Self service Interactive Voice Response 48

Enghouse Interactive

SEPTEMBER 10, 2020

It’s Not an Option – It’s Expected (Blog Series). Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. The reality is that “customer experience” is more than a single engagement or interaction with your organization. Customer Perception = Their Reality. What is it? Why should they care, if you don’t? Source: PWC/Bains and Co. Source: PWC/Bains and Co.

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80