CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Engineering Education Banking 52

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs. Lindsey Havens. Nabahat Shanza. Art Coombs. ArthurFCoombs. Lindsey Havens.

Call Center 140

Call Center call center software outsourcing Coaching 140

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Watch for our next blog on October 22nd: Key Learnings from our Webinar with Kate Legget of Forrester. Doing so, will transform your contact center from a cost-center into a revenue generator.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Etech

DECEMBER 7, 2017

While androids are both an operating system and a sci-fi concept that’s becoming more realistic with each passing day, the artificial intelligence that powers androids has started to ease its way into the call center industry. The right balance of hands-on/ hands-off is beneficial to both customer and call center agent.

Call Center 83

Call Center Entertainment Engineering Contact Center 83

Hodusoft

JULY 3, 2023

Average Handle Time: A Comprehensive Guide In the call center industry, time is a lot more valuable than money. When customers call your call center (or contact center), they need their issues and queries to be resolved as fast as possible. What’s the “standard” AHT for a call center?

Average Handle Time 52

Average Handle Time Abandon rate Call Center Interactive Voice Response 52

Talkdesk

SEPTEMBER 8, 2017

The Talkdesk Road Show kicked off last month in Chicago to discuss designing the intelligent contact center. We were lucky to have some incredible speakers to help us share our vision for the future of the contact center space. One of these leaders was SpotHero’s Support Operations Manager, Nate Peace.

Contact Center 41

Contact Center Metrics Customer retention Customer Support 41

aircall

OCTOBER 5, 2016

A virtual call center is a contact center whose agents work remotely. Virtual call center software lets a team work from dispersed locations, while remaining a cohesive unit and performing with easy and efficiency. Virtual call centers work through Voice Over Internet Protocol.

virtual call center 48

virtual call center call center software Call Center outsourcing 48

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 57

Contact Center Call Center Self service Surveys 57

Monet Software

DECEMBER 21, 2018

February also featured the debut of our YouTube video series “Headcetera,” a lighthearted look at how two contact centers ­– one with workforce management software, one without – face the challenges of forecasting and scheduling. In April, Monet received a 2017 CUSTOMER Magazine Workforce Optimization Innovation Award from TMC.

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

Talkdesk

JANUARY 16, 2018

This post was originally written by Emily Blazensky , Director of Marketing at VoiceBase, for Opentalk Magazine. . The thousands-upon-thousands of conversations that pour into call centers worldwide every day contain priceless information. Everybody knows that. Building a better agent-caller relationship.

Analytics 40

Analytics Call Center Customer centricity Construction 40

Vistio

OCTOBER 27, 2021

Hui Wu-Curtis is a CX enthusiast and strategist who specializes in all aspects of contact centers. Director, Global Customer Care Strategy for Choice Hotels with responsibility for all contact center sales and support divisions under shared services for 6,500+ hotels in 35 countries. Call centers are very prescribed.

Call Center 52

Call Center Contact Center Best practices Education 52

Brad Cleveland Blog

DECEMBER 14, 2023

The company’s flagship website and magazine publishes reviews and comparisons of consumer products and services, reaching millions of readers each month. Consumer Reports’ November/December 2023 issue is on newsstands now.

Surveys 26

Surveys Contact Center Call Center Customer Experience 26

Brad Cleveland Blog

DECEMBER 14, 2023

The company’s flagship website and magazine publishes reviews and comparisons of consumer products and services, reaching millions of readers each month. Consumer Reports’ November/December 2023 issue is on newsstands now.

Surveys 26

Surveys Contact Center Call Center Customer Experience 26

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Jon Arnold

FEBRUARY 5, 2018

10 Hackonomy - How BroadSoft Helps Service Providers Succeed with the Cloud , my blog, Jan. 3 CCaaS - Another Slice of the Collaboration Spectrum , Call Center Scheduling Magzine, and Internet Telephony Magazine, Q4 2017, Dec. , Toolbox.com, Jan. 15 2018 Outlook - The Shape of Collaboration , No Jitter, Jan.

Enterprise 40

Enterprise Call Center Marketing Contact Center 40

VocalCom

JUNE 17, 2019

The cost benefit to your brand is significant as well: Chatbots Magazine cites that businesses can save up to 30% in customer support costs. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

Chatbots 48

Chatbots Contact center software Self service Banking 48

CSM Magazine

APRIL 26, 2022

The solution enables contact center, marketing and CX teams to capture, analyze and respond to the millions of customer service requests they receive through chat, email and social media. Learn more about Social Connect on our blog or our website. million followers. Availability. Additional Information. About Qualtrics.

Contact Center 52

Contact Center Customer Service Call Center Customer Care 52

VocalCom

JULY 9, 2018

Chatbots Magazine states that 67% of people expect to use messaging apps when engaging with a brand. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Interactive Voice Response 48

Interactive Voice Response Contact center software Chatbots Self service 48

LiveChat

NOVEMBER 16, 2018

Forbes Magazine reports that businesses are losing $75 billion per year due to poor customer service. Content may be of many different types – blog posts, videos, white papers, case studies, and more. is definitely the blog post. What do your blog posts do? Minimize Calls to Customer Service – Offer Alternatives.

Customer Support 45

Customer Support Customer Care Entertainment Education 45

VocalCom

NOVEMBER 13, 2017

According to BtoB Magazine, 59% of B2B marketers claim that email is their most effective channel for generating revenue. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Marketing 48

Marketing Contact center software Upselling B2B 48

VocalCom

NOVEMBER 13, 2017

According to BtoB Magazine, 59% of B2B marketers claim that email is their most effective channel for generating revenue. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Marketing 48

Marketing Contact center software Upselling B2B 48

VocalCom

JANUARY 28, 2019

Chatbots Magazine further adds that 67% of people expect to use messaging apps when communicating with a business. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Bret Bonnet is the Co-Founder and President of Quality Logo Products , a $42.5M Mark Webster.

Management 207

Management Customer Service Consulting Consulting 207

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Bret Bonnet is the Co-Founder and President of Quality Logo Products , a $42.5M Mark Webster.

Management 182

Management Customer Service Consulting Consulting 182

REVE Chat Blog

DECEMBER 5, 2019

The bot handles 16,000 customer interactions weekly, as covered on the MarTech Today blog. Chatbot examples: Contact centers – Reduce customer service costs and boost business revenue. Chatbots and other advanced technologies are already helping transform call centers across the globe. KLM mentioned that 1.7

Chatbots 70

Chatbots Real estate Healthcare Banking 70

Netomi

FEBRUARY 28, 2022

Alexandra da Silva Rodrigues – Strategical Advisor for Global Contact Centers, Radisson Hotel Group. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. One of her key drivers is employee motivation and empowerment. Connect with Alexandra.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Vistio

JULY 11, 2022

And that’s one of the reasons I do a lot of stuff in the BPO space and the contact center systems, but also on the, as I just mentioned, the telecom infrastructure aspects of is really interesting because of my past. I just did a piece for Intelligent Sourcing Magazine. And so I like to stay on top of that.

Technology 52

Technology Self service Contact Center Analytics 52