Playvox

APRIL 27, 2023

Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Use analytics to measure CX to maintain or exceed customer expectations and brand standards. Related Article: Can Your WFM Solution Accurately Forecast In A Modern Digital Contact Center?

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

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

Serenova

JULY 7, 2020

Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. Rather than see training as a hassle and waste of time, agents are motivated to engage with highly relevant content. Tracking agent performance with a performance scoreboard.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

NobelBiz

MAY 16, 2023

Software Integrations With an on-premise contact center, you have the freedom to customize your software, but development takes time and resources. With a cloud-based contact center, solutions like NobelBiz OMNI+ come with ready-to-use integrations for popular CRMs, payment processors, and databases. Let’s see why.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). Connect: @mikeaoki Roy Atkinson Bio:Sr. Writer/Analyst by trade. Tweets are my own.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Serenova

NOVEMBER 19, 2019

We’ve seen a consistently growing need for a combined CCaaS and workforce optimization solution set. The addition of ProScheduler to Serenova’s robust portfolio of contact center solutions represents the right combination of product, technology and talent to fit our vision while meeting market need—a win for all.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

JustCall

AUGUST 10, 2022

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Sales dialers – A remote phone system that automatically makes calls using an uploaded contact list and connects to a human agent only when the call is received. Alt-Text: Aircall Analytics. Image Source.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

Noble Systems

JUNE 2, 2020

Monitor interactions in real time to provide on-the-spot coaching and improve performance. Gain Greater Visibility of Activities – Easily access data to make strategic decisions that impact your contact center operations as well as marketing, sales and service delivery. Each has its advantages.

Call Center 80

Call Center Management Contact Center First call resolution 80

Playvox

MARCH 12, 2023

There is a strong drive to incorporate AI in contact centers to improve customer service and increase overall efficiency. From helping predict customer behaviors and needs to sentiment analysis , AI has the potential to revolutionize the way support centers operate.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Noble Systems

SEPTEMBER 3, 2019

Speech analytics. Advanced solutions offer post call and real-time speech analytics to provide feedback, assist agents with calls, identify areas for improvement and give kudos to top performers. In addition to displays that everyone can see, contact center solutions can provide personalized dashboards on each agent’s desktop.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Enghouse Interactive

OCTOBER 12, 2021

Provide agent support when issues arise, focus on solutions and not blame, and agents will go the extra mile – more often than you would expect. Listen to and act on staff issues, engenders deeper employee engagement – they’ll see that their inputs are fundamental to making a difference.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

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 Interactive Voice Response APIs Contact Center 52

TLC Associates

OCTOBER 30, 2019

You’ve likely thought that very question (or a variation of it) while talking to vendors about outsourced contact center solutions. Yet there’s another equally important follow-up question you need to ask: “how much do in-house contact center operations cost me?”. Contact Center Training Costs.

Contact Center 40

Contact Center outsourcing Real estate Interactive Voice Response 40