Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. Conversely, if employees don’t feel engaged, appreciated, and respected, your organization – and customers – can be at risk.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

JustCall

MARCH 9, 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers. This makes it the best contact center software for SMBs.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

Serenova

MAY 1, 2020

They perform at high levels, form better relationships and deliver optimal customer experiences. Contact centers that don’t regularly recognize agents for good work are likely to experience low morale, burnout and high attrition. Inevitably, that delivers a blow to customer experience.

Morale 98

Morale Coaching Contact Center Quality management 98

Serenova

JANUARY 7, 2020

Time and time again, we’ve seen, firsthand, how our technology solutions fuel growth by transforming the customer experience. So, we created a true cloud contact center solution that could. Today, that solution unifies everything from customer engagement to quality management to analytics.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

Playvox

APRIL 4, 2023

It should be: Objective, not based on personal preferences or viewpoints Focused on improvement, not punishment or scolding Frequent, not saved for annual reviews Vague or infrequent feedback doesn’t help agents improve their customer experience skills and only serves to damage their relationship with their manager and the company.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

MARCH 5, 2024

How do contact centers not only survive but thrive in this new era? And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Customer Requirements and Preferences Have Changed Customer expectations and preferences for service and support have shifted dramatically in recent years.

Quality management 78

Quality management Management Contact Center Coaching 78

Monet Software

DECEMBER 21, 2018

The solution was designed to empower contact centers and help desks to improve customer experience and agent productivity, identify performance gaps, reduce costs, and deliver outstanding and efficient customer service. What will the New Year bring? Stay tuned!

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running. Ease of Integration, Open Interfaces.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

NICE inContact

NOVEMBER 6, 2018

Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Choose the right contact center solution. In order to be able to make any educated decisions, remember the old saying: you cannot manage what you cannot measure.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Playvox

FEBRUARY 2, 2022

Best-in-class contact centers are able to engage employees and create a supportive, motivating culture. It starts with a foundation made up of the right technologies and best practices. Traditional QA tools are great, but by the time an issue is found the customer experience already has suffered.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

NICE inContact

DECEMBER 4, 2018

What about new unified communications (UC), PBX and other contact center. How do I evaluate cloud vs. premises solutions? What’s the incremental value of QM (quality management), WFM (workforce management), Analytics, and API (applied programming interfaces) to the performance of my contact center?

Contact Center 49

Contact Center APIs contact center solutions CRM 49

NobelBiz

FEBRUARY 14, 2022

This call center KPI can help you figure out how good your service is, how well your team works together, and if an agent needs more training to quickly solve customer problems. However, and this is the misconception, fast service doesn’t imply a good customer experience.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Here too, according to the panel, technology can help.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Enghouse Interactive

MAY 25, 2020

Best Practices for Securing Video Calls. We’ve compiled some of the best practices for your organization to consider when using video-conferencing. Recommended Best Practices. The first step is to understand all the privacy and security capabilities that your video collaboration solution provider recommends.

Healthcare 40

Healthcare Best practices Government Enterprise 40

Enghouse Interactive

JULY 19, 2019

Resource Allocations: IT teams can be more effectively deployed to areas that contribute to building the business, their focus shifted to enhancing the customer experience and improving service levels versus running the contact center infrastructure. 3 – Challenges that arise when moving to Cloud?

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Hint: They’re all unique to digital transformation.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

Enghouse Interactive

OCTOBER 12, 2021

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Playvox

FEBRUARY 1, 2024

In an omnichannel customer service environment, in particular, there’s much to consider. But making sense of the data for business intelligence and actionable insights can play a pivotal role in creating a better customer experience, and even in growing your business and improving its bottom line.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Playvox

DECEMBER 13, 2022

It has negative implications on your customer experience, forecasting, scheduling, and overall budget. Related Article: 17 Most Effective KPIs To Evaluate Customer Service Performance. The Effects of Interaction Avoidance on Customer Experience. How Interaction Avoidance Impacts Forecasting and Scheduling.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

NICE inContact

JULY 10, 2018

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. Focus on quality management. Optimize the workforce. Measure performance.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

Playvox

SEPTEMBER 20, 2023

By applying them to this type of work, you can give time and energy back to your managers and agents to spend on activities that directly improve customer experience. One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. The results?

Quality management 52

Quality management Coaching Contact Center Calibration 52

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. Are your customers happy? How are you tracking customer satisfaction and customer experiences?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

NobelBiz

APRIL 5, 2022

These days, the contact center is the face of a company. The customer experience can make or break your business, so it’s important to understand the factors that make a great customer service representative and a great contact center. And here are the 10 biggest call center factors risks.

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

Enghouse Interactive

MAY 7, 2021

Analysts Align with Enghouse Best Practices. It’s not out of the norm to see organizations that are out-of-sync with customer expectations. Whether adapting too slowly or ignoring changing expectations altogether…it’s readily apparent that change is not dictated or managed by the company itself anymore.

Customer centricity 87

Customer centricity Technology Contact Center Best practices 87

8x8

DECEMBER 3, 2018

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. On Cyber Monday, Lenox was able to maintain an excellent customer experience in spite of the high call and chat volumes, ensuring all customers had a good experience.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

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. Understand why customers are calling.

Contact Center 49

Contact Center Analytics Quality management Contact center software 49

NICE inContact

NOVEMBER 8, 2019

If you have Salesforce Lighting, your agents can elevate Salesforce digital channels to CXone voice in a single click, reducing friction, empowering faster and more convenient customer experiences, and simplifying customer journey analysis with a unified interaction record.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10