Serenova

APRIL 19, 2020

As you contemplate a cloud contact center solution to optimize your WFH transition, remember to focus on these four features: Workforce Optimization. Advanced Reporting & Analytics. WFO solutions deliver data to supervisors in real-time, no matter where they’re located. Advanced Reporting & Analytics.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

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. Moving to the Cloud Is Smart, But Not Easy. Support Plans Aligned with Business Objectives.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

NICE inContact

NOVEMBER 6, 2018

You manage employees in an industry that has one of the highest turnover rates out there. Your need insights and analytics that empower you to make the right decisions. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

NobelBiz

AUGUST 3, 2021

In that regard, training in coaching methods is very effective in preparing your supervisors to become both personnel managers and coaching leaders. The result is an immediate improvement in the quality of the relationship between agents and the workplace environment. non-productive work time.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Enghouse Interactive

OCTOBER 21, 2020

Training is key – to facilitate change and to make the agents comfortable with the new technologies. Treat Automation like a member of your staff with assigned KPIs, reviews and ongoing re-training. Augmented conversations – aided by Artificial Intelligence – will be the new normal. Act on the results.

Self service 76

Self service Contact Center Benchmark Chatbots 76

NobelBiz

MARCH 23, 2022

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? How to determine the ROI for a Contact Center Solution?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Global Response

MARCH 1, 2022

In addition, average handle time can help this brand ensure that customers are getting efficient service, as well as ensuring that agents have adequate training and support to quickly and effectively resolve concerns. Example #3: Call center KPIs for automotive businesses. Beyond the basics: advanced call center KPIs.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Enghouse Interactive

JULY 7, 2021

To ensure this doesn’t happen, it all comes down to training, oversight, assessment, and feedback. The need for, and impact of, exceptional training is a no-brainer. With decentralized contact center operations and staffing, the need to provide more comprehensive and flexible approaches for agent quality assessments has emerged.

Scripts 52

Scripts Coaching Contact Center Call Center 52

NICE inContact

JULY 10, 2018

For the best results, look for a cloud contact center solution with in-built workforce optimization. For contact centers, this generally means interaction recording, live monitoring, quality management and coaching, analytics, workforce management, or a combination of these activities.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

NICE inContact

MAY 10, 2016

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Speech analytics gives you the ability to understand more about your customers’ needs without having to rely on finicky survey results. Or are there?

Contact Center 49

Contact Center Analytics Quality management Contact center software 49

NobelBiz

FEBRUARY 22, 2023

Agents that are motivated, well-equipped, trained, and knowledgeable have a favorable influence on productivity and customer satisfaction. Engagement: In interviews, contact center agents expressed a desire to communicate with their coworkers and stay connected to their team and organization. So, what should be done?

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

Agents that are motivated, well-equipped, trained, and knowledgeable have a favorable influence on productivity and customer satisfaction. Engagement: In interviews, contact center agents expressed a desire to communicate with their coworkers and stay connected to their team and organization. So, what should be done?

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

Enghouse Interactive

JULY 19, 2019

Key points made during the webinar: John Cray – Vice President of Product Management at Enghouse Interactive, summarized some of his observations/recommendations: Customer Feedback Cloud solutions do NOT eliminate the need for APPLICATION management (handling moves, adds and changes to queues, agents, workflow, etc.)

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

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

Enghouse Interactive

MAY 25, 2020

Best Practices for Securing Video Calls. The transformation of business has never been more rapid, nor as uniformly focused on digital transformation as it has been with the recent pandemic. Industry experts have been touting the operational and business advantages of adopting digital technologies for years, but with limited uptake or success.

Healthcare 40

Healthcare Best practices Government Enterprise 40

Calabrio

MARCH 2, 2020

With Twilio Flex, the programmable contact center platform, businesses get complete control to build the exact contact center solution they need to fit their needs. When we say “programmable,” the customer can customize Twilio Flex to build the contact center solution they need.

Contact Center 71

Contact Center contact center solutions Airlines Quality management 71

Talkdesk

NOVEMBER 25, 2020

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. Talkdesk CX Cloud™ is the first end-to-end solution for delivering a great customer experience (CX).

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

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. The key is to not rely on one input. Apply the insights.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

NobelBiz

APRIL 5, 2022

When it comes to managing your company’s call center, overlooking numerous areas including analytics, security or technology might have ramifications on your performance, your customer experience, and your operations. And here are the 10 biggest call center factors risks. Create an effective training for your agents.

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

Cisco - Contact Center

DECEMBER 17, 2020

For example, customer experience journey context displayed on the agent desktop and customer experience analytics reports that capture customer feedback trends and allow for proactive, closed-loop response. 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

JUNE 22, 2023

Provide adequate agent training to be able to resolve customer questions and challenges with “one stop” and more quickly and efficiently. The time considered in adherence includes on-queue time, off-queue work, and activities such as meetings and training.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 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 Interactive Voice Response APIs Contact Center 52

Enghouse Interactive

OCTOBER 12, 2021

Use chatbots (basic or AI-enabled) to further accelerate the process and only route complex or exceptional issues to highly trained live agents. Use Artificial Intelligence to listen to what is being said, “why”, and the “what” behind it. Implement AI to capture data across the Customer Journey.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Dialer 360

OCTOBER 12, 2018

With comprise a conventional contact center. Latest interactive IVR, ACD, CTI, email, text, chat, social media, and quality management. Commanding analytics capabilities which provide actionable contact center insights. Business can expect to manage more calls with fewer reps. Including PBX.

Call Center 20

Call Center Contact Center Cloud contact Abandon Call 20

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. Transform your Contact Center with Microsoft Teams. Blog #3 Seeing is Believing! The tools are here.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

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

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series).

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80