Enghouse Interactive

OCTOBER 19, 2020

As discussed in the last blog, we noted that a key area of focus should be on Natural Language Processing (NLP) where “Conversational Analytics” can become the differentiating factor, helping AI delivering the best possible solution today, and even better solutions tomorrow. It’s all in the approach and how the data is analyzed.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

SEPTEMBER 1, 2020

These ever-changing external forces are now influencing customer expectations across all businesses, in every industry and at every level. while also improving the overall experience with industry-leading efficiency.

Self service 79

Self service Contact Center Chatbots First call resolution 79

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service?

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service?

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

Enghouse Interactive

JUNE 17, 2020

This new reality presents the contact center industry with an excellent opportunity to integrate with Teams and provide seamless company-wide collaboration capabilities across their customer’s organizations. Efficiently. Collaboration Improvements Drive Customer Engagement and Satisfaction.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

NICE inContact

JULY 10, 2018

For contact centers, this generally means interaction recording, live monitoring, quality management and coaching, analytics, workforce management, or a combination of these activities. called before”, “second time calling”, “issues with billing process”, etc). Focus on quality management.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

NobelBiz

APRIL 5, 2022

Why is managing risk factors so important in the contact center industry? 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.

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

8x8

DECEMBER 3, 2018

Within 30 minutes of realizing that the abandonment rate had increased, Lenox was able to update their IVR to apologize for the wait time, offer callers the option for a call-back, and give callers who had been waiting, a coupon code they could use at the online store. Step 3: Get Executive Buy-In. Would You Do That to Your Mother?:

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

NICE inContact

NOVEMBER 9, 2018

Strive to have your Average Speed to Answer under 10 seconds and your First Call Resolution (FCR) at around 70%. Also, learn to listen more carefully by using advanced analytics that can suss out nuances in interactions to help you identify sentiment and trends. But if they are unhappy, you lose them – maybe for good.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Enghouse Interactive

JULY 27, 2020

Microsoft Teams delivers industry-leading unified communication functionality – providing voice, email, presence, and IM provider along with the capability to centrally store documents for easy access and group-based collaboration.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

NICE inContact

APRIL 13, 2016

The same is true of any industry including contact centers. You might be able to take phone calls with just phones, but you won’t be able to do a very good job with just the bare necessities. Do you know which topics or issues come up the most during calls in your contact center?

Contact Center 69

Contact Center Management At home agents Coaching 69

Enghouse Interactive

SEPTEMBER 10, 2020

As is typical of unforeseen events of great magnitude, the pandemic has undermined all existing customer experience (CX) and Self-Service planning assumptions used by Contact Center administrators and operational management teams. Proactive Outbound Engagement + Self-Service = More Success.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

NICE inContact

NOVEMBER 8, 2019

It’s a simple combination from the two leaders in the industry: Salesforce plus NICE inContact CXone. Job one: Delight customers with immediate resolution because you can meet them in their channels of choice with faster service that’s always personalized with the CRM customer information right at hand.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Balto

NOVEMBER 28, 2023

Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights.

Quality management 52

Quality management Call Center Management Contact Center 52