Connect

NOVEMBER 2, 2022

Automation, big data, CRM (customer relationship management), hybrid systems, cloud, workforce management and predictive analytics have been the driving force for this innovation and have greatly improved how contact centres manage interactions to improve CX (customer experience). AI: Here to stay.

Morale 40

Morale Cloud contact Benchmark Big data 40

aircall

APRIL 16, 2021

Team building and improving morale. Deliver quality customer experience. For example, sales and support teams have been using CRM systems for quite some time. When your sales and support teams run like a well-oiled machine, they’re in the best position to provide the best possible customer experience.

SaaS 62

SaaS Sales Coaching APIs 62

NobelBiz

MAY 10, 2022

Messages arrive from many channels, with varying subjects and languages… Handling them manually may be time-consuming, expensive, and detrimental to client satisfaction and customer experience. Leveraging call center analytics Contact centers have a significant quantity of data on their clients in the age of big data.

Call Center 52

Call Center Interactive Voice Response Contact Center contact center solutions 52

Calabrio

JANUARY 6, 2016

As more agents are working remotely, in different countries, different time zones and in different languages, the contact center’s systems—for workflow, CRM, analytics—will have to be more tightly integrated. The moral of that story? Prediction #2: Virtualization will break down the “walls” of the contact center.

Contact Center 53

Contact Center Analytics Self service Wireless 53