NICE inContact

DECEMBER 3, 2018

Both are hot topics when it comes to contact centers and customer experience. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. Artificial intelligence (AI) is hot.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? Why is benchmarking important?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

airespring

FEBRUARY 29, 2016

How effective is your contact center? Below are a range of statistics from a benchmark report by Dimension Data, showcasing the numbers that defined the contact center industry in 2015. With 2016 already under way, use these numbers to measure where you sit on the contact center curve. This is easy.

Contact Center 74

Contact Center First call resolution Contact center software Benchmark 74

NobelBiz

FEBRUARY 7, 2022

Contact Center Customer Experience always starts with how a customer feels before knowing how a particular technology works. And the premise of how customers feel when they call your contact center starts from your IVR messaging. The IVR messaging is what customers hear when they call your contact center.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

NICE inContact

DECEMBER 12, 2018

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences.

Call Center 48

Call Center Benchmark Contact center software Contact Center 48