NICE inContact

OCTOBER 29, 2018

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. Contact Center software and hardware is replaced every couple of years because it either wears out or because it no longer provides needed functionality.

Best practices 48

Best practices Contact Center Contact center software contact center solutions 48

NICE inContact

APRIL 2, 2020

Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service.

contact center solutions 71

contact center solutions Contact Center Customer Service Best practices 71

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. What are Contact Center Software Solutions?

Contact center software 52

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

NICE inContact

APRIL 3, 2020

Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service.

contact center solutions 62

contact center solutions Contact Center Customer Service Best practices 62

Expivia

AUGUST 18, 2021

And one of the best technical ways to ensure that is to become an omnichannel contact center. And if you are, but you’re not getting the results you want, learn how to optimize your omnichannel contact center to reap all its benefits. What Is an Omnichannel Contact Center? Why does that matter?

Contact Center 98

Contact Center Multichannel Best practices Interactive Voice Response 98

Cisco - Contact Center

JANUARY 8, 2020

Transitioning your on-premises call center to the cloud creates enormous opportunities for growth and innovation. According to our recent global survey, 62% of contact center executives plan to implement a cloud contact center within the next 18 months. A practical and unique approach. Learn More.

Best practices 64

Best practices Contact Center Cloud contact Enterprise 64

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

NICE inContact

OCTOBER 25, 2019

Even as Bridgevine , a premier provider of technology and marketing solutions, continued to partner with a growing portfolio of trusted brands. The Florida-based company knew it needed to a make change and decided to move to the modern, unified CXone cloud contact center CX platform.

contact center solutions 48

contact center solutions Contact Center Business Process Outsourcing Contact center software 48

NICE inContact

OCTOBER 29, 2019

But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs. million calls and 1.5

contact center solutions 48

contact center solutions Contact Center Abandon rate Business Process Outsourcing 48

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. During the best of economic times, it’s a smart business practice. Here’s the blueprint for achieving greater agent productivity in your call center.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Cisco - Contact Center

FEBRUARY 18, 2020

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I I need to modernize my customer and agent experiences to remain competitive.”. “I Integration with Webex Experience Management (formerly CloudCherry). You’re not alone!

Contact Center 124

Contact Center Enterprise Self service contact center solutions 124

Hodusoft

NOVEMBER 17, 2021

The ultimate guide to the omnichannel contact center software. Customer care executives should be able to give them the service they anticipate. The use of an omnichannel contact center makes it simple to keep up with the expectations of a modern consumer. What is an Omnichannel Contact Center?

Contact center software 98

Contact center software Contact Center Multichannel Best practices 98

Global Response

FEBRUARY 13, 2022

What is a Multi-Channel Contact Center? Ready to increase customer engagement and satisfaction, reduce average handle time and grow sales? Then it might be time for you to consider a multi-channel contact center for your business. So what is a multi-channel contact center?

Multichannel 62

Multichannel Contact Center Multi-channel support Average Handle Time 62

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

CSM Magazine

DECEMBER 10, 2021

Yet, we continue to see important initiatives that fall under the employee experience (EX) umbrella fall to the wayside in favor of operational enhancements that do little to improve the employee experience and, in turn, drive deeper employee engagement.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

NobelBiz

NOVEMBER 26, 2021

Tracking the success of your contact center is also an excellent way to motivate your employees while providing an amazing customer experience. As a consequence, your agents are happy and motivated, and your customers are loyal to your company. However, this is not without its difficulties and pet peeves.

Best practices 52

Best practices Management Contact Center Customer Experience 52

Serenova

JUNE 24, 2020

Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. What Is an Omnichannel Contact Center?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Cisco - Contact Center

FEBRUARY 21, 2020

What is your Dream Customer Experience? If you could envision the future of customer experiences (CX), what would that look like? Every business wants to have great relationships with their customers. But not everyone achieves this goal, even if they claim to be a customer-centric business. Learn More.

Customer Experience 82

Customer Experience Customer centricity contact center solutions Contact Center 82

DMG Consulting

MAY 9, 2022

Contact Centers: The Next Big Thing. It’s amazing that contact center technology is now considered “hot.” Seemingly out of nowhere, software vendors of all sizes have decided that they need to offer contact center functionality. But despite good intentions (and some great solutions), not much changes.

Contact Center 48

Contact Center contact center solutions Enterprise Technology 48

NobelBiz

MARCH 21, 2023

In the contact center world, efficiency is paramount, hence the importance of progressive dialer software. Every call center manager avidly searches for tools and methods to improve their contact center performance further and provide everything their agents need to achieve their highest productivity.

Contact Center 52

Contact Center contact center solutions Call Center Best practices 52

CX Global Media

JULY 8, 2019

The first step in the contact center agent journey comes with the hiring process. In my experience as a practitioner, solution provider, learner and educator in the contact center industry, I’ve reached the conclusion that we have a massive education opportunity. Conference Coverts to On-demand Learning.

Contact Center 120

Contact Center Education Coaching B2B 120

VirtualPBX

JUNE 6, 2024

3 Essentials for Effective Inbound Calls Customer Service Often easier said than executed, inbound calls set the stage for excellent customer experiences. A recent Forbes study identified that over half of customers will pay more for better customer service. The post What is an inbound call?

First call resolution 94

First call resolution Abandon rate contact center solutions Metrics 94

Playvox

APRIL 19, 2023

Excellent time management is crucial in a contact center. 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. Every work day is different.

Time management 56

Time management Contact Center Management Schedule adherence 56

NICE inContact

OCTOBER 22, 2018

Building for the Future: CX in the Cloud is packed with real world lessons learned from a panel of seasoned contact center experts. What better way to learn about the benefits of moving contact center technology to the cloud than from the companies employing these solutions. TechStyle Fashion Group.

contact center solutions 48

contact center solutions Cloud contact Contact Center Technology 48

NICE inContact

OCTOBER 25, 2019

Even as Bridgevine, a premier provider of technology and marketing solutions, continued to partner with a growing portfolio of trusted brands. The old system offered almost no performance visibility.

contact center solutions 48

contact center solutions Contact Center Business Process Outsourcing outsourcing 48

NobelBiz

MARCH 12, 2024

Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust. To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). CXM has completely revolutionized how brands engage with their customers.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

NICE inContact

OCTOBER 29, 2019

But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of.

contact center solutions 48

contact center solutions Contact Center Call Center Management 48

Hodusoft

NOVEMBER 29, 2023

HoduSoft Shines Bright with Omnichannel Excellence Award at NXTGEN BPO CONFEX 2023 HoduSoft has been awarded the prestigious “ Omnichannel Excellence in Contact Center Solutions ” award at the NXTGEN BPO CONFEX & AWARDS 2023 in recognition of its outstanding service in the field of contact center solutions.

contact center solutions 52

contact center solutions Contact center software Business Process Outsourcing Contact Center 52

Serenova

MAY 23, 2019

I’ve been in the contact center and telecommunications industries for years. Years ago, we began speaking about the rising importance of customer experience. We recognized the customer experience started and ended with the contact center. Better Customer Experiences in the Cloud.

Contact Center 40

Contact Center Customer Experience Cloud contact contact center solutions 40

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? CSAT = (number of positive responses / the total number of responses) x 100.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

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

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

ShepHyken

APRIL 9, 2021

However, it’s a best practice to let the phone ring for a second or two. If you pick up the call instantaneously, the customer won’t hear the ring at all. To provide a superior customer experience, you need to be since and genuine throughout the conversation. Don’t Disconnect Until the Customer is Satisfied.

Customer Service 354

Customer Service Scripts voip contact center solutions 354

JustCall

MAY 23, 2023

JustCall is heading to the Customer Contact Week held in Las Vegas this June, and we want you to join us for the launch of our AI-powered platform.Plus, hear from our founder during an insightful fireside chat. That’s why creating seamless customer journeys are essential for gaining a competitive edge.

Customer Experience 52

Customer Experience Agent burnout SaaS Contact Center 52

Talkdesk

APRIL 13, 2021

Talkdesk offers advanced administrative services to help customers optimize their contact center. We continue to work closely with our customers to improve Customer Experience (CX) and achieve greater revenue. Why did Talkdesk choose PPT Solutions as our first Managed Services partner?

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

NobelBiz

JANUARY 3, 2022

Many contact centers must develop methods and use their resources to manage client expectations and create a pleasant customer experience. by 2022, 50% of major enterprises would have failed to combine interaction channels , resulting in a disconnected and walled customer experience devoid of context.

Contact Center 52

Contact Center Call Center Consulting Consulting 52