Enghouse Interactive

JUNE 17, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . Help Customers Help Themselves with Self-Service. IVR / Mobile IVR / Chatbots / CRM integrations. Virtual Assistants) complement the IVR and have become a powerful self-service tool as well. Consistent Messaging.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Enghouse Interactive

JULY 7, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. In our previous post, under the Helping Customers Help Themselves with Self-Service heading, we alluded to the cross-over benefits for agents that result from Teams enabled applications. Self-Service Helps Agents Too.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

FEBRUARY 9, 2021

Returning Prospects – hear a welcome-back greeting, proactively offered help based on their last visit queries/self-service path taken, and easily accessible live agent support. Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s. AI-Enabled Self Service (34.8%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Mindtouch

JUNE 4, 2020

Over the last three years, through a vigorous process of trial and error, MindTouch has developed a time-to-value focused methodology for customer self-service. The KPIs of a successful self-service project. Other business domains such as e-Commerce will begin to notice referral traffic from the self-service site.

Self service 62

Self service Contact Center Chatbots Analytics 62

Cisco - Contact Center

JANUARY 27, 2020

And we’ve made sure call highlights can be automatically synced with your CRM applications so that agents and supervisors have all your customer information in one place. Our AI-enabled self-service capabilities, built with Google Dialogflow, leverage AI and NLU to improve experiences for both agents and customers. What’s Next?

Contact Center 96

Contact Center contact center solutions Enterprise Cloud contact 96

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

8x8

MARCH 23, 2017

Integration with CRM, marketing automation and other back-office systems. Simple, self-service operations. Data analytics to improve business decisions. Check out the webinar to hear 8x8 and Frost & Sullivan talk best practices with customer examples. Always-on customer engagement. Deployment in the cloud.

Contact Center 48

Contact Center CRM Analytics Self service 48

Vonage

MARCH 26, 2018

Mobile apps and support portals provide customers with the tools to access round-the-clock service without ever needing to speak to a person. . Self-service technologies provide customers with what they want while decreasing the business cost of providing one-to-one assistance delivered by a human.

Self service 63

Self service Banking Chatbots CRM 63

8x8

OCTOBER 25, 2017

All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. The result is an inadequate toolset for customer service agents and poor training. We’ve all experienced the pain first hand.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

Mindtouch

JULY 25, 2017

Whereas most CRM implementations track the interactions, like emails and phone calls, KCS methodology can tie these events to specific product knowledge. Expose Customers to Self-Service Knowledge. Recording the knowledge that results from Sales and Support interactions helps make the process more transparent and repeatable.

Self service 59

Self service Best practices Upselling Analytics 59

CSM Magazine

JUNE 12, 2023

Contact center fraud occurs when malicious actors deceive contact center agents or manipulate self-service channels to gain unauthorized access to sensitive information, manipulate accounts or commit other illicit activities. These tools analyze historical data to predict and detect fraudulent activities.

Contact Center 52

Contact Center Engineering Education Banking 52

Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. ROI of Social Customer Service- Upcoming. •

CRM 40

CRM Automotive Analytics Big data 40

ChurnZero

OCTOBER 12, 2018

Understand where there have been gaps in value and also where they’ve met their goals throughout the year. *Tip* Use data and analytics from your Customer Success Platform and/or CRM to deliver key pieces of information at scale. They might renew automatically, via self-service, or by manually signing a new contract.

Management 45

Management B2B Sales Education 45

SharpenCX

JUNE 29, 2021

And, automation and self-service tools are even more of a priority for customer service business leaders in a post-covid world. Use speech analytics to search through transcribed calls and identify exactly how your best agents turn a difficult call into a good customer outcome. .

Customer Service 67

Customer Service Coaching Call Center call center software 67

Verint

MARCH 2, 2016

CRM Magazine – Roundtable Webinar. March 2; Webinar. Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m.

CRM 22

CRM Analytics Enterprise Marketing 22

JivoChat

JULY 21, 2021

Businesses use customer relationship management (CRM) to keep track of leads and customers throughout the entire consumer journey. You’ll find CRM useful at all points of the customer lifecycle. The right omnichannel messaging tool will provide cross-platform conversations, analytics, smart chatbots, live chat, and automation.

Chatbots 52

Chatbots B2C CRM Customer retention 52

ShepHyken

AUGUST 1, 2017

Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems , about how AI technology will help companies serve their customers even better. Click Here to view the webinar Shep mentions during the beginning of the Episode with Jeff. How can artificial intelligence (AI) make customer service better?

Education 30

Education Self service CRM Best practices 30

NobelBiz

NOVEMBER 6, 2023

Interactive Voice Response (IVR): IVR systems use automated voice prompts to route callers to the appropriate department or provide self-service options. Speech Analytics: This tool uses natural language processing to analyze customer-agent interactions, providing insights into customer sentiment and agent performance.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here. Better insights through cross-channel analytics.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Totango

SEPTEMBER 22, 2022

SaaS CRM (Customer Relationship Management) Solution. CRM is a common way to keep a reference of all customers’ lifecycle stages. CRM organizes all contacts’ information and account details in a single database, so you must select a tool that fits your needs and can grow with you. Select List of CRM solutions.

SaaS 71

SaaS CRM Advertising Analytics 71

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. Read on to explore the highlights and benefits for service desks like yours.

Customer Experience 59

Customer Experience Contact Center Self service Cloud contact 59

NobelBiz

MAY 25, 2023

By using customer data in contact centers, businesses can key in on common pain points and find ways to make simple requests more self-service. Additionally, look for vendors who offer comprehensive support services, such as technical assistance and training, to facilitate the transition. Watch the free on-demand recording here.

call center software 98

call center software Call Center APIs Contact Center 98

Pointillist

NOVEMBER 11, 2019

Source: Call Centre Helper webinar: Improving First Contact Resolution At first glance, it seems that a system-based approach would produce accurate results. For example, imagine that a CRM system notes only a customer’s home number. A retail bank uses Pointillist to track contact resolution across service channels.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

JustCall

JANUARY 31, 2023

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Post numbers – Keep existing numbers when changing services to help customers reach you easily. are automatically stored on the connected CRM, without the need for any manual intervention.

voip 52

voip Enterprise Interactive Voice Response CRM 52

JustCall

APRIL 5, 2023

Users can leverage innovative features such as call software, virtual numbers, SMS campaigns, native CRM integrations , and much more at just $30 per user. Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. 5 stars on G2.

voip 52

voip Enterprise Interactive Voice Response CRM 52

Noble Systems

SEPTEMBER 29, 2020

WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Workforce Management. Call Recording. Gamification.

Management 86

Management Gamification Quality management Schedule adherence 86

Upstream Works

JANUARY 22, 2019

It’s not just calls, email, and chat – increasingly, we are seeing a demand for SMS, social, co-browsing, self-service, AI & bots, video, and more. These applications are often best-of-breed and highly valued by the contact center, including CRM, WFM, QM, and proprietary systems. When we say omnichannel, we mean it.

Customer Experience 94

Customer Experience Contact Center Enterprise APIs 94

CSM Magazine

JULY 13, 2022

One of such trends that you can integrate into your business to ensure your customers are happy is the zero-touch self-service approach. A zero-touch self-service approach makes your customers happy and reduces the pressure on your customer service, marketing, and sales teams. Conclusion.

Self service 59

Self service B2B Marketing outsourcing 59

NobelBiz

OCTOBER 17, 2023

Contact Center Data Analytics In today’s data-driven world, call centers generate vast amounts of data from every interaction. As a result, an underlying issue with their service goes unaddressed, leading to increased customer dissatisfaction. What sets it apart is the ability to capture human-element data.

Call Center 59

Call Center Management Contact Center Analytics 59

Enghouse Interactive

JULY 1, 2021

It also empowers them to provide a personal service by giving access to the tenant’s full interaction history. New channels, such as self-service and chatbots can further improve efficiency by automating routine queries such as paying rent. Support the move to blended working. Put knowledge at the heart of operations.

Customer Service 56

Customer Service Self service Chatbots Analytics 56

Netomi

NOVEMBER 8, 2021

Help desk software has a wide range of tools for agents to quickly and accurately access profile data, capture context, analyze sentiment, and provide shortcuts and templates to help customer service reps reply easily. This also opens the door for advanced analytics on the issues customers are facing. Sophisticated analytics.

Chatbots 52

Chatbots Enterprise Self service CRM 52

Noble Systems

MAY 20, 2021

Voice Technologies encompass a broad scope, from speech and analytics engines, IVR, and self-service solutions including chatbots, headphones, and voice-activated applications and services that maximize NLP, NLU, NLG, AI, and more. Speech analytics is another branch of speech technologies.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

Noble Systems

FEBRUARY 10, 2021

To meet customer expectations, agents must be able to access all pertinent customer data in one place from a variety of sources – CRM, external databases, speech analytics and other enterprise systems. Self-serve is the new “preferred” service. Leveling up agent skills to ensure the best customer experience every time.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Cisco - Contact Center

FEBRUARY 19, 2021

They want options for self-service or to connect with a person who is empowered with the right tools to meet their needs. In addition to designing the communications flow, the flow builder can also design workflows that touch internal business systems like CRM or shipping or scheduling. IMImobile website.

Customer Experience 128

Customer Experience Contact Center APIs contact center solutions 128

UJET

MARCH 22, 2021

We’ll guide them to answers for more self-servicing and deflection. We can actually use the digital IVR to guide and steer customers to the optimal channel based on agent availability and wait times, offer them call back options, and even effectively guide them into self-servicing options. Flow Analytics.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

Netomi

APRIL 7, 2022

Complete with a help widget and multilingual knowledge base that supports 42 languages, the platform lets businesses design a self-service experience for their customers, one in which they are free to help themselves. HubSpot Service Hub. What makes HubSpot Service Hub one of the best Zendesk alternatives?

CRM 52

CRM Brand ambassadors Analytics Chatbots 52

JivoChat

AUGUST 22, 2021

Key features: There are four core components of Intercom: Business Messenger – Engage and support customers via chat, conversational bots, interactive apps, self-service tools, and proactive product tours. Don’t just watch sales demos and webinars – take the time to test your business scenarios. Demo and reviews.

Chatbots 52

Chatbots APIs CRM Analytics 52