Enghouse Interactive

OCTOBER 27, 2021

Specifically, the best results have been seen when using Conversational AI – which combines Natural Language Processing (NLP), Machine Learning (ML), and Text Analytics. verbatims) within conversations, across all those communication channels.

Upselling 83

Upselling Contact Center Analytics Surveys 83

NobelBiz

AUGUST 3, 2021

The perks of Speech Analytics Because of the evolution of conventional systems and the application of new technologies, customer services can now analyze increasingly huge amounts of data, which has become critical for spotting optimization or transformation opportunities in near real-time. NPS, and CES are the most classic in this category.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

NICE inContact

DECEMBER 4, 2018

You’re not alone: Determining how to bring your contact center current actually involves a complex web of purchase decisions that can be downright daunting. What about new unified communications (UC), PBX and other contact center. How do I evaluate cloud vs. premises solutions? Even overwhelming.

Contact Center 49

Contact Center APIs contact center solutions CRM 49

NobelBiz

MARCH 23, 2022

But how much does your technology add to your company’s revenue? In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. How to determine the ROI for a Contact Center Solution?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Playvox

MARCH 12, 2023

Related Article: Team Leaders: How to Personalize your Agent Training 3. Use AI Technologies Many are starting to notice the critical role that artificial intelligence (AI) is beginning to have not only in the contact center industry but in many aspects of life.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Enghouse Interactive

OCTOBER 13, 2020

As a result, humans inherently know how to, directly/indirectly and inferentially assess every situation, either cognitively or sub-consciously. But to achieve that objective and be transformative in their effectiveness, AI-platforms must broaden the range of information they gather while enhancing their analytical focus.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

FEBRUARY 9, 2021

With objective data analysis, better decisions can be made on how to best allocate resources, optimize services, or improve ineffective support process. This works even better when also integrated with a knowledge base, providing customers with quick reference guides or solution templates. Agent Analytics (28.4% planned, 48.4%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Enghouse Interactive

JANUARY 13, 2021

Trends versus Reality – Successful Companies Show How to Lead the Way. They asked participants for their before-and-after business metrics on revenue, cost, customer ratings, and/or agent productivity for projects that use artificial intelligence (AI) or AI-enabled analytics to improve customer engagement.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

OCTOBER 27, 2021

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contact center solutions 52

contact center solutions Self service Quality management Interactive Voice Response 52

Global Response

MARCH 1, 2022

In this article, we’ll walk you through: the importance of KPIs for call centers 8 critical call center KPIs advanced call center KPIs for organizations who are ready to take things to the next level how to decide which KPIs to track. What makes call center KPIs so important? Not sure where to begin?

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Enghouse Interactive

JUNE 24, 2021

Customer Satisfaction Ratings Improve as agents interface with callers on a more direct basis, they can better empathize and show customers how to resolve issues instead of explaining how. ective way to nurture relationships, especially for those requiring more personalized engagement.

Contact Center 69

Contact Center Customer centricity Technology Customer Experience 69

Enghouse Interactive

OCTOBER 16, 2020

At the same time, managers and supervisors need access to high-quality, real-time performance information to remotely onboard, support and develop agents and their skills. Many tools, such as real-time speech analytics, can be used to help here, regardless of whether agents are based at home or in a contact centre.

Abandon Call 40

Abandon Call Technology Chatbots Analytics 40

Talkdesk

NOVEMBER 25, 2020

But how can they do it? Here are three tips on how to scale your contact center for the seasonal rush. Choose a cloud-native contact center technology For effortless seasonal scaling, businesses need a contact center solution that is easy to use and requires minimum training, resulting in fast adoption.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

Playvox

MARCH 19, 2024

It is influencing what we see on social media and when researching “how to” at work. AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans. Let’s explore the opportunities for AI in quality management a bit deeper.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

NobelBiz

APRIL 5, 2022

In this article, we detail 10 of the biggest Risk Factors that most Contact Centers face And How To Resolve Each One of Them. Why is managing risk factors so important in the contact center industry? Risk and reward are common deciding factors in contact centers.

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

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? It’s a win-win.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

Playvox

SEPTEMBER 20, 2023

One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? The results?

Quality management 52

Quality management Coaching Contact Center Calibration 52

NobelBiz

FEBRUARY 22, 2023

However, mutual assistance amongst colleagues becomes more difficult when they are separated… which can result in a lengthier processing time for client requests or possibly a deterioration in the quality of the responses supplied. How to improve performance in a remote work environment? So, what should be done?

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

However, mutual assistance amongst colleagues becomes more difficult when they are separated… which can result in a lengthier processing time for client requests or possibly a deterioration in the quality of the responses supplied. How to improve performance in a remote work environment? So, what should be done?

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

JustCall

NOVEMBER 25, 2022

The first thing that comes to people’s minds regarding ‘Sales and Marketing’ is how to increase conversion rates and generate more sales. However, the first step in sales is establishing contact with a prospective client. In addition, it comes with robust reporting and analytical tools and a rich user interface.

Sales 52

Sales voip Real estate CRM 52

Cisco - Contact Center

DECEMBER 17, 2020

Your agents are fully empowered with context about how your customers are experiencing your brand and can personalize their interaction accordingly during the interaction. See Cisco Contact Center Chief Growth Officer Vinod Muthukrishnan’s WebexOne session “ What’s shaping your customer experiences ?”

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

Playvox

FEBRUARY 1, 2024

Creating context around the words, and following a more analytical approach to decoding customer sentiment, provides a finely tuned understanding of customer satisfaction, consumer preferences, and overall public opinion. Negative experiences and the negative emotions they generate are the primary threat to building long-term loyalty.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

8x8

DECEMBER 3, 2018

Lenox made this discovery because they have robust contact center analytics that give real-time notification of trouble areas so issues can be immediately rectified. How to Improve Your Customer Experience. Here’s how to improve your customers’ experience. Step 1: Understand Where You Are.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

Enghouse Interactive

FEBRUARY 18, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Here’s how to do the right thing, right now. There are 3 technologies to consider adding to your customer experience environment: AI-enabled Self-Service, Sentiment Analysis, and Predictive Analytics.

Contact Center 56

Contact Center Analytics Self service Finance 56

Enghouse Interactive

OCTOBER 12, 2021

Dig as deeply as possible to understand the “Why” behind the “What” to help your organization focus on how to rectify any issues that you have not considered, or previously de-prioritized. Implement regular internal surveys to hear what employees know to be the issues when trying to deliver the best customer experience possible.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Enghouse Interactive

SEPTEMBER 10, 2020

Be proactive – Incent customers to use Self-Service, make sure the interface is as intuitive as possible and then train them on how to use it. Set expectations and measure success – Know what you want to achieve with Self-Service, track your progress against those goals and constantly refine your approach to achieve your objectives.

Self service 52

Self service Abandon rate Contact Center First call resolution 52