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 134

Contact Center Enterprise Self service contact center solutions 134

Serenova

MARCH 31, 2020

Serenova’s CxEngage cloud contact center solution goes beyond simply moving agents from a seat in the contact center to one in their own home, it provides tools and features that keep your contact center agents working safely and productively long-term. Managing the Performance of a Remote Team.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Contact centres are a case in point. As more centres migrate to the cloud, more can consider these options.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

Contact Center 60

Contact Center contact center solutions Cloud contact Self service 60

NICE inContact

AUGUST 19, 2019

That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. Access this webinar now: Analytics and Optimization – Real Results with Automated Benchmarking. Bruce Belfiore – CEO and Senior Research Executive , Benchmark Portal.

Benchmark 55

Benchmark Contact Center Best practices Enterprise 55

NICE inContact

AUGUST 19, 2019

That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. Access this webinar now: Analytics and Optimization – Real Results with Automated Benchmarking. Bruce Belfiore – CEO and Senior Research Executive , Benchmark Portal.

Benchmark 54

Benchmark Contact Center Best practices Enterprise 54

Talkdesk

FEBRUARY 26, 2018

To discuss some of the benefits of these cloud-based vs. on-prem contact centers, Talkdesk hosted contact center industry expert Sheila McGee-Smith for a webinar. Speakers: Sheila McGee Smith – Founder and Principal Analyst, McGee-Smith Analytics and Folia Grace – Vice President of Marketing, Talkdesk.

Call Center 40

Call Center Cloud contact Contact Center Technology 40

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

Contact Center 48

Contact Center contact center solutions Cloud contact Self service 48

Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you. 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

NICE inContact

AUGUST 5, 2019

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. You’ll take away actionable insights you can apply in your contact center.

Contact Center 54

Contact Center Analytics Management Cloud contact 54

NICE inContact

AUGUST 5, 2019

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. You’ll take away actionable insights you can apply in your contact center.

Contact Center 54

Contact Center Analytics Management Cloud contact 54

8x8

OCTOBER 25, 2017

The good news: pure cloud contact center providers have benefited from legacy providers’ struggles to create flexible solutions to transform customer experiences and turn pain into triumph. Contact centers must constantly inspect their self-service menus to ensure they remain relevant. But where to start?

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

Serenova

JANUARY 31, 2019

I’d even argue, “it doesn’t work” if what the contact center can and cannot do is limited by its infrastructure and technology. If you’re still not sold on the benefits of the cloud, I invite you to join Sheila McGee-Smith and me for the webinar Migrating to a Cloud Contact Center: Tales from the Far Side.

Contact Center 40

Contact Center Cloud contact CRM Marketing 40

Serenova

FEBRUARY 3, 2020

In a webinar drawing on ICMI’s industry-leading research and insights from the 2020 ICMI Featured Contributors (including Serenova Vice President of Customer Success Jen Jackson ) ICMI Group Principal Analyst Roy Atkinson explored what’s trending in 2020 and why contact center leaders should pay attention. Cloud and CCaaS.

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Analytics 40

NICE inContact

JULY 30, 2019

For example, use speech analytics to uncover feedback in your recorded calls, and use interaction data to tell you what behavior says about customer experience. Find the right balance for your customers to deliver helpful feedback. How can you avoid the dreaded survey creep? Design with the end in mind.

Feedback 55

Feedback Surveys Best practices Contact Center 55

NICE inContact

AUGUST 20, 2019

Modernizing your contact center software may seem like a big job. Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan.

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NICE inContact

AUGUST 20, 2019

Modernizing your contact center software may seem like a big job. Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan.

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NICE inContact

MARCH 26, 2019

Leverage predictive analytics, AI, machine learning, natural language processing and similar technologies for proactive resolutions. Mastering the customer experience is essential to shifting the perception of the contact center from a cost center towards a revenue-generator.

Customer Experience 60

Customer Experience Contact Center Customer centricity Employee engagement 60

Enghouse Interactive

JANUARY 13, 2021

Successful companies more likely to use cloud services and are more successful when they do. Using cloud contact center platforms drives more revenue (54.1% Video enablement: either use internally to manage remote agents, or externally for communications with customers. 43% using video for customer interactions, and 67.2%

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

NICE inContact

AUGUST 21, 2019

Think about not just direct feedback mechanisms like surveys but all the analytics you can use to get more insights on the customer – maybe it is the tone or the language used by the customer in the interaction Maybe it is analytics on buying patterns and choices. Hear about setting up a successful VoC program in this webinar.

Customer Experience 54

Customer Experience Contact Center Analytics Feedback 54

NICE inContact

AUGUST 21, 2019

Think about not just direct feedback mechanisms like surveys but all the analytics you can use to get more insights on the customer – maybe it is the tone or the language used by the customer in the interaction Maybe it is analytics on buying patterns and choices. Hear about setting up a successful VoC program in this webinar.

Customer Experience 54

Customer Experience Contact Center Analytics Feedback 54

CSM Magazine

APRIL 13, 2023

Advanced analytics and automation bridge gaps for improved business outcomes. a leading, cloud-native, contact center customer experience insight and action platform provider, announced key findings such as, more than 40% of contact center decision makers report having limited success with their CCaaS migration efforts.

Cloud contact 52

Cloud contact Contact Center Consulting Consulting 52

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. This iterative approach helps in fine-tuning strategies for better results.

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

Talkdesk

FEBRUARY 16, 2021

Once the initial shock subsided, however, many companies have been pleasantly surprised by how quickly they are accruing benefits from their cloud contact centers and customer experience (CX) applications. You continue to lean on legacy on-premises contact center platforms. You have a limited workforce optimization strategy.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

NobelBiz

MARCH 14, 2023

Which is integrated with our OMNI+ cloud contact center omnichannel solution. Look for a solution that offers features such as call recording, call tracking, analytics, and compliance tools. Integration with other systems: Data usually needs to be integrated with other systems, such as customer relationship management software.

Contact Center 52

Contact Center Scripts Call Center Government 52

3CLogic

NOVEMBER 27, 2023

In a recent webinar, we demoed our cloud contact center integration for SAP, which features these technologies — such as voice self-service and AI-powered analytics — and how they can enhance experiences for both agents and customers. Employ analytics to improve and scale.

Customer Experience 59

Customer Experience Contact Center Self service Cloud contact 59

NobelBiz

OCTOBER 24, 2023

SMS text messaging In-person (for retail contact centers) Of course, the easy way of deploying, managing and tracking all these channels is to opt for a cloud contact center platform such as NobelBiz OMNI+ that allows full omnichannel operability. Let’s take a closer look.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

NobelBiz

MAY 25, 2023

If you want to learn more about the ins and outs of implementing technology, we encourage you to watch one of our latest webinars called: The Key Steps of Implementing New Contact Center Technology. Watch the free on-demand recording here. Compare their features and capabilities to see if they align with your business needs.

call center software 98

call center software Call Center APIs Contact Center 98

NobelBiz

SEPTEMBER 19, 2023

Dropped calls causing chaos in your contact center? Watch our on-demand webinar to unravel the mysteries behind them, including human factors like operator error and accidental hang-ups. This firsthand input, combined with data analytics, can provide comprehensive insights into areas of improvement.

Contact Center 59

Contact Center Abandon rate Call Center Telecommunications 59

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. In this blog, we’ll cover some of the capabilities that will be explored in the upcoming Enghouse Interactive ‘Seeing is Believing’ demo webinar.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

NobelBiz

FEBRUARY 22, 2023

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations. Think of this.

contact center solutions 52

contact center solutions Contact Center Cloud contact Contact center software 52

JustCall

APRIL 5, 2023

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Autodialer – A remote phone automatically makes calls using an unloaded contact list and connects to a human agent only when the call is received.

voip 52

voip Enterprise Interactive Voice Response CRM 52

NobelBiz

FEBRUARY 21, 2022

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations. Think of this.

Contact center software 52

Contact center software Contact Center contact center solutions Cloud contact 52

Cisco - Contact Center

FEBRUARY 19, 2021

A suite of purpose-built applications that provide out-of-the-box SaaS functionality for function-specific interactions, including a full cloud contact center solution, management and automation of marketing campaigns, service and operational notifications for customers and video assistance for teams and customers. IMImobile website.

Customer Experience 128

Customer Experience Contact Center APIs contact center solutions 128

Talkdesk

JANUARY 18, 2018

However, many companies are stuck with legacy on-prem contact centers because the first-generation of cloud contact centers did not offer enough benefits to outweight the cost of the transition. Learn more about transitioning your legacy contact center to the cloud by joining our webinar on January 24th.

Contact Center 40

Contact Center Cloud contact SaaS Contact center software 40

Talkdesk

JANUARY 18, 2018

However, many companies are stuck with legacy on-prem contact centers because the first-generation of cloud contact centers did not offer enough benefits to outweight the cost of the transition. Learn more about transitioning your legacy contact center to the cloud by joining our webinar on January 24th.

Contact Center 40

Contact Center Cloud contact SaaS Contact center software 40

CSM Magazine

FEBRUARY 17, 2021

Magnus Geverts at Calabrio encourages organisations to re-think their cloud contact centre strategy. In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM).

Gamification 52

Gamification Analytics Employee engagement Quality management 52