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

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. Without question, our cloud-based solutions help drive growth for contact centers.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

NobelBiz

AUGUST 3, 2021

What are the flaws in your contact center? In order to find the accurate answer to these questions, business owners and managers must go beyond guesses and instinct and rely on scientific, clear, and quantitative facts. Team Management: how dedicated are your agents? Is your client satisfaction decreasing?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

8x8

OCTOBER 25, 2017

If you took the time to dig into legacy contact center technology (yeah right, who does this?), Fortunately, people like me actually do geek out about contact center technology, evolution and trends. That perception is reality for too many contact centers. Both of which delay and damage customer outcomes.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

Serenova

APRIL 19, 2020

While most of us have been in lockdown mode, healthcare, financial services and other “essential” industries have had to continue to operate and serve customers through their contact centers. These contact centers are rising to the challenge of this global crisis. Advanced Reporting & Analytics.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

Serenova

NOVEMBER 19, 2019

Today, we announced Serenova’s acquisition of the ProScheduler workforce management (WFM) technology from Loxysoft. This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation. This kind of integration is necessary. And it’s what’s next.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

Talkdesk

MAY 11, 2020

With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI Talking about performance It’s a blessing and a curse that the show must go on in contact centers right now. How should contact center leaders talk about performance and coach teams?

Coaching 88

Coaching Contact Center Morale Analytics 88

Monet Software

DECEMBER 14, 2018

Everything you wish to achieve at your contact center starts with the reports generated by WFO. Quality Management. Speech Analytics. Monet’s award-winning, next-generation WFO solution is a unified cloud contact center optimization solution that delivers all of these features and more.

Quality management 48

Quality management Cloud contact Analytics Contact Center 48

Connect

APRIL 18, 2024

Additional applications relate to better management and operational efficiency, supporting supervisors with AI-powered quality management or scoring and providing insights and recommendations for strategic planning.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

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.

Interactive Voice Response 48

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

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. So, how do you know if customers are pleased with their level of service? Back To CX Accelerator Blog.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

Enghouse Interactive

JANUARY 13, 2021

will have extended Teams to their contact center for voice and 31.1% Video enablement: either use internally to manage remote agents, or externally for communications with customers. say video is vital for managing remote employees. say video is vital for managing remote employees. Artificial Intelligence: 71.6%

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

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. So, how do you know if customers are pleased with their level of service? Back To CX Accelerator Blog

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

NICE inContact

JANUARY 28, 2019

That’s why it’s critical that contact centers have solid quality programs bolstered by a strong call center evaluation scorecard. . Whether your contact center is just establishing a quality program, or you’re a quality management veteran, the evaluation scorecard is key to setting the tone for agent performance. .

Call Center 54

Call Center Contact Center Quality management Analytics 54

Enghouse Interactive

DECEMBER 5, 2018

Cloud contact centre adoption rates will continue to grow. We are seeing a growing willingness for businesses to move to cloud-based contact centres and we expect that trend to continue during 2019. Today, all these concerns are steadily melting away and there is a much higher level of confidence in the cloud.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

NICE inContact

JULY 10, 2018

So how can businesses reap the rewards and achieve the most out of an investment in cloud contact center technology? Firstly, it’s important to have the right software cloud software in place. For the best results, look for a cloud contact center solution with in-built workforce optimization.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

Enghouse Interactive

JULY 19, 2019

This leading-edge capability and the key informational and performance advantages it brings, will become an integral component of, not only cloud contact centers, but all communications capabilities and business processes. This negatively impacts the cost analysis for on premise solutions in favor of Cloud.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

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?

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

NICE inContact

JUNE 21, 2016

Having the best quality monitoring technology can certainly help improve quality in your contact center. Technology is a tool, and is most effective when utilized by a team of trained quality analysts at the helm. I mentioned that every contact center has different goals and objectives that define “success.”

Calibration 50

Calibration Coaching Contact Center Quality management 50

NobelBiz

APRIL 5, 2022

These days, the contact center is the face of a company. The customer experience can make or break your business, so it’s important to understand the factors that make a great customer service representative and a great contact center. However, managing a contact center doesn’t come without its challenges and risks.

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

Serenova

JULY 21, 2020

Customer Engagement in the Contact Center. In parallel, contact centers have never played a more essential role in engaging with customers and making sure service, support and customer experiences are entirely effective and positive. Quality, Flexibility and Reliability When It Matters. is a significant advantage.

Contact Center 90

Contact Center Analytics Technical Support Healthcare 90

Talkdesk

MAY 6, 2020

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs. One “throat to choke” for all service issues.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

Talkdesk

FEBRUARY 16, 2021

And for those already participating in the digital economy, they had to rapidly implement work-from-home (WFH) infrastructure to manage the deluge of incoming requests when agents could no longer come to the physical workplace. You continue to lean on legacy on-premises contact center platforms.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. Why is it such a problem for contact centers?

Quality management 105

Quality management Contact Center Cloud contact Analytics 105

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. HoduCC – Contact Center Software.

Contact center software 40

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

NICE inContact

MAY 7, 2019

Envera Health provides contact center services to a variety of healthcare providers — physician practices and others — throughout the U.S. For even greater gains, Envera utilizes CXone Quality Management Analytics Pro to to identify important actionable insights. I’d recommend NICE inContact to anyone.”.

Healthcare 10

Healthcare Contact Center Analytics Quality management 10

Calabrio

MARCH 2, 2020

Contact center as a service (CCaaS) makes the power of a modern contact center available to any business, regardless of budget or technical expertise. Twilio Flex: A programmable approach to the contact center. With it, any size company can move faster and be more competitive.

Contact Center 71

Contact Center contact center solutions Airlines Quality management 71

Serenova

JULY 21, 2020

Customer Engagement in the Contact Center. In parallel, contact centers have never played a more essential role in engaging with customers and making sure service, support and customer experiences are entirely effective and positive. Quality, Flexibility and Reliability When It Matters. is a significant advantage.

Contact Center 52

Contact Center Analytics Technical Support Healthcare 52

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. Why is it such a problem for contact centers?

Quality management 59

Quality management Contact Center Cloud contact Analytics 59

Cisco - Contact Center

DECEMBER 17, 2020

The All-New Webex Contact Center Lays the Foundation for the Next Generation of Customer Experiences. And throughout the year, the physical world was impacted such that a significant increase in digital interactions and an elevated status for contact centers came to be. End-to-End Customer Experience Management.

Customer Experience 132

Customer Experience Contact Center APIs Analytics 132

NobelBiz

FEBRUARY 22, 2023

This particular kind of work environment has enabled many businesses and contact centers to retain service continuity. However, it is not a walk in the park to integrate remote work in contact centers. If you wish to implement remote work in your Contact Center, your agents must have a teleworking-friendly home.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

This particular kind of work environment has enabled many businesses and contact centers to retain service continuity. However, it is not a walk in the park to integrate remote work in contact centers. If you wish to implement remote work in your Contact Center, your agents must have a teleworking-friendly home.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NICE inContact

AUGUST 28, 2019

Contact center managers often tell us, “My contact center. And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”. Omnichannel Analytics. Quality Management Analytics.

Surveys 55

Surveys Coaching Contact Center Analytics 55

Dialer 360

OCTOBER 12, 2018

The contact center as service (CCaaS), a cloud-based consumer experience solution. It allows companies to utilize a call center provider’s software. This is an ideal option for several call centers, offering scalability as operational needs change. This is to run the cloud call center. What Is Ccaas?

Call Center 20

Call Center Contact Center Cloud contact Abandon Call 20

Dialer 360

MAY 3, 2019

Eventually, this is for more to adopt the call center as a service solution. Contact Center As A Service). Call center as a service is providing the exact capabilities. As well as CTI, email, text and media channels and quality management. What Is Cloud Contact Center As A Service?

Contact Center 23

Contact Center Call Center call center solutions Interactive Voice Response 23

JustCall

APRIL 5, 2023

Talkdesk often comes up as a worthy VoIP alternative, all thanks to its robust artificial intelligence (AI)-powered contact center tools. JustCall Overview JustCall is a VoIP business phone system and contact center software. Call recording – Record and monitor agent calls to improve quality and performance.

voip 52

voip Interactive Voice Response APIs Contact Center 52