Serenova

AUGUST 5, 2019

In the webinar , How to Design Your Contact Center to Be Customer-Centric , our guest speaker, Forrester Research VP and Principal Analyst Art Schoeller, offers tips, trends and perspective on how you can move toward a more customer-centric contact center. And most people start with self-service.

Customer centricity 40

Customer centricity Contact Center Interactive Voice Response Customer Experience 40

Playvox

APRIL 19, 2023

Being able to strategically plan and prioritize tasks not only ensures your customers get the service and support they need in a timely manner, but it also increases agent productivity, decreases overall stress, and improves job satisfaction. What Is Time Management?

Time management 56

Time management Contact Center Management Schedule adherence 56

Playvox

FEBRUARY 6, 2024

Leverage AI to understand what makes up your best agents so you can find more team members like them. With integrated coaching, you can onboard and train new agents while keeping your whole customer service team engaged to reduce agent attrition. Understand customer sentiment.

Quality management 83

Quality management Customer centricity Management Contact Center 83

NobelBiz

JANUARY 3, 2022

They make agents’ and customers’ lives simpler by streamlining the contact process. Nonetheless, maintaining many channels is complicated, and developing a smooth customer journey is a significant problem. Indeed, the major difficulty for customer service is to create a consistent experience across all touchpoints.

Contact Center 52

Contact Center Call Center Consulting Consulting 52

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

Contact Center 60

Contact Center contact center solutions Cloud contact Self service 60

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. A good omnichannel customer experience is seamless. When executed correctly, it builds long-term customer loyalty as issues are resolved quickly and completely.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

Contact Center 48

Contact Center contact center solutions Cloud contact Self service 48

NobelBiz

FEBRUARY 14, 2022

FCR – First Contact Resolution for inbound contact centers First Contact Resolution (FCR) is an important metric for support or customer service centers. In the contact center industry, the FCR shows how well your team does at responding to and solving customer service issues on the first interaction.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

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

Webinar Recorded: Thursday, July 11 th 2019. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you. Assets you can download: webinar recording and presentation. but do greatly simplify systems management.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

8x8

DECEMBER 3, 2018

In fact, it’s rare for a company to sell something that is so unique that customers are willing to ignore their desire for good customer service. To highlight an example of a company that understands the importance of customer service as a real business differentiator, let’s look at Lenox Corporation.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

Noble Systems

SEPTEMBER 8, 2020

COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. This blog compiles the top five best practices to help those who are transitioning to, or looking to maintain, an at-home workforce to achieve the best outcomes. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

NobelBiz

JUNE 26, 2023

Managing a call center goes beyond delivering exceptional customer service. It requires a deep understanding of the importance of call center infrastructure to maintain a seamless operation. No matter how sophisticated the infrastructure, it’s the human touch that often makes the difference in customer service.

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

Cisco - Contact Center

FEBRUARY 19, 2020

To learn more about Cisco Contact Center solutions, visit our website. Join our Live Webinar: Introducing Webex Contact Center Enterprise. Cisco Contact Center Portfolio: Revolutionizing Customer and Agent Experiences. The post Is Your Contact Center “In the Zone”?

Contact Center 90

Contact Center contact center solutions Enterprise Engineering 90

Noble Systems

APRIL 14, 2021

It does not require a physical location, but only requires an internet connection and telecommunication service. Many virtual call centers use a hosted contact center design (also known as a cloud contact center) to power their activities. Choosing the best virtual contact center platform for your needs.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Playvox

MARCH 5, 2024

Here are the trends: AI-Powered Self-Service Support According to a recent Gartner survey , thirty-eight percent of Gen Z and millennial customers say they are likely to give up on a customer service issue if they can’t resolve it with self-service. Provide a better agent, analyst, and customer experience.

Quality management 78

Quality management Management Contact Center Coaching 78

NobelBiz

JANUARY 31, 2022

This is especially true in customer service, where day-to-day tasks include answering queries and analyzing potential client concerns. Analyze the customer service department’s previous 1000 tickets. This sample is often fairly representative and should provide information on 80-90 percent of the customers’ demands.

Contact Center 52

Contact Center Contact center software Cloud contact Technical Support 52

NobelBiz

OCTOBER 17, 2023

Our contact center software solution cost-effective, attracts top talent, and boosts customer service while allowing agents to work comfortably from home. The call center’s existing tech infrastructure doesn’t support regional data storage, putting them at risk of non-compliance.

Call Center 59

Call Center Management Contact Center Analytics 59

Playvox

SEPTEMBER 20, 2023

But how do AI and automation technologies actually help make your contact center more efficient? Here’s the truth: They’re best used to eliminate time-consuming, repetitive tasks that don’t directly affect customer service. Unsure of how to ease into AI and automation in your contact center?

Quality management 52

Quality management Coaching Contact Center Calibration 52

JustCall

MARCH 29, 2022

Contact center software , with the right capabilities, automates the process of managing customer service or sales calls. These solutions provide automated sales tools for sales reps to help them handle customer calls and requests. Get on Customer Forums and Review Sites to Understand Pain Points.

Sales 52

Sales Interactive Voice Response Contact center software CRM 52

NICE inContact

NOVEMBER 8, 2019

Bottom line: You can lower cost while improving critical contact center KPIs such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT). link to blog article to be published for October webinar with Swisslog “5 KPIs You Can Improve By Integrating Your Contact Center and CRM”].

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10