Customer Engagement Strategies and Networking

Verint

Verint’s own research has shown that: Voice of the Customer Speech Analytics Text Analytics Desktop and Process Analytics Workforce Optimization Customer Satisfaction Customer Service Customer Experience Social Media NPS Mobile employee engagement Engage Quality Management digital Customer Feedback digital disruption actionable intelligence automation customer engagement first call resolution performance scorecards

Sell the Value of Data Insights to the C-Suite

NICE inContact

The key to unlocking this power is the insight provided by data analytics. There are three primary points to cover when selling the value of data insights to the C-suite: Outline the functionality and benefits of using analytics. Beginning with the functionality and benefits; the insights gleaned from data analytics are extremely valuable to creating an efficient and intelligent contact center. A comprehensive Workforce Optimization (WFO) solution is no longer a luxury.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

How VOC Analytics Improves Contact Center Performance

CX Accelerator

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.

How VOC Analytics Improves Contact Center Performance

CX Accelerator

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. How VOC Tools Work Many VOC tools work with the phone system’s interactive voice response (IVR) creator to deliver a telephony-based survey after a call.

The Health of the Contact Center: Are You Ready for 2019?

sheer volume of calls (38 percent) and the. depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. percent naming call volume and 35 per- cent choosing different customer expe- riences across channels as their number.

Empower Customers With Self-Service Blog #2

Enghouse Interactive

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

The best contact center reporting and analytics tools on the market [Guide]

Tethr

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. That said, finding a good contact center reporting and analytics tool can be hard. Call Center

Super-Agents Are Real (Blog #3)

Enghouse Interactive

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.

Abandon The Status Quo Now: Microsoft Teams Blog #3

Enghouse Interactive

Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. Our TouchPoint Agent has a highly intuitive user interface that makes agent-call interactions simple.

Abandon the Status Quo Now

Enghouse Interactive

As an added benefit, studies have found that this approach also reduces lost or abandoned calls, increasing the number of calls handled satisfactorily. It’s the best way to create a positive first impression. Transform the Contact Center with Microsoft Teams (blog series).

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

New study reveals that companies must first focus on themselves. Analytics. for the first time, leaving. a quality experience. analytics software provider. Are hiring managers adapting training and recruiting practices to. are doing so without first.

Empower Customers With Self–Service Blog #3

Enghouse Interactive

Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive.

5 Helpful Contact Center Tools for Managers

NICE inContact

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. Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Do you know which topics or issues come up the most during calls in your contact center? called before”, “second time calling”, “issues with billing process”, etc).

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Callminer

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. But comparing and purchasing call center monitoring software isn’t as simple as it may seem. There are many variables to consider, and careful evaluation is necessary to find the right software to meet your call center’s unique needs.

Monthly Update: Turbocharge Your Contact Center with Cloud-Based Cisco Webex Contact Center

Cisco - Contact Center

Our enhanced Webex Workforce Optimization (WFO) cloud suite includes quality management, workforce management and analytics that empower contact center supervisors to optimize agent performance and gain valuable data insights about their customers.

Study: The Health of the Contact Center

sheer volume of calls (38 percent) and the. depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. percent naming call volume and 35 per- cent choosing different customer expe- riences across channels as their number.

KPIs for call centers: 8 critical metrics to track

Global Response

KPIs for call centers: 8 critical metrics to track. When it comes to KPIs for your call center, one thing is for sure: less is more. To determine which call center KPIs are most important for your business, start by considering your current goals. First contact resolution.

Calling All Applicants for the NICE inContact CX Excellence Awards

NICE inContact

With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance. Award winners will show the steps taken to improve their customer experience resulting in improvements in first call resolution, service level, or Net Promoter Score (NPS).

Keep Your Business Afloat With Remote Customer Service

JustCall

Are you finding it difficult to manage remote customer service teams? We found out that with remote customer support teams, conserving team unity and productivity becomes challenging for Managers. As a customer service manager, happy customers at all times is your priority.

Five Ways to Improve Contact Center Performance – What Every Customer Wishes You Knew

NICE inContact

But contact centers are not built to serve managers, they are built to serve customers. When customers call, they want their problems solved fast. Also make sure you can accurately forecast call volume and create the right staffing plan. Workforce management (WFM) software can help. This will eliminate the need to manage WFM as a separate application as well as give you the best results.

5 Ways to Optimize and Enhance your Contact Center with Cloud Technology

NICE inContact

It’s no secret that quality customer interactions are the foundation of customer experience and investing in customer experience technologies is a priority for companies to win, support, and retain customers. Firstly, it’s important to have the right software cloud software in place. For contact centers, this generally means interaction recording, live monitoring, quality management and coaching, analytics, workforce management, or a combination of these activities.

Most Popular and Powerful Combination for Your Contact Center Today: Salesforce + CXone

NICE inContact

We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place. If you’re already using Salesforce but new to NICE inContact CXone, you can gain measurable improvements by integrating these two platforms, whether you have an inbound call center, outbound or both.

Hype or Reality? Importance of Customer Service as a Key Differentiator

8x8

Because of the nature of Lenox’s business, both sales and call volumes are dramatically higher during the holiday season than at other times of the year. On Black Friday of 2017, though, the company realized that customer call abandonment had spiked—likely due to longer-than-normal wait times. 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.