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. Constant Learning Improves AI Recommendations. It’s all in the approach and how the data is analyzed.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Contact Center Pipeline

NOVEMBER 2, 2018

You can search our article archive and blog for seasonal tips. Halloween has passed, the pumpkins are gone, and now we look forward to spending time with our friends and loved ones at Thanksgiving. As always, Pipeline is here to help during this busy time of year. Don’t miss […].

Contact Center 113

Contact Center Call Center 113

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

Beyond Philosophy

AUGUST 31, 2023

The dentist’s office has magazines. Phone queues at a call center are different than a waiting lounge. Waiting a long, undefined time to talk to one of the call center agents will likely not bring out their best once customers speak to someone. For example, an airline’s waiting lounge plays the news.

Wait times 221

Wait times Airlines Call Center Benchmark 221

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. Let us show you why.

virtual call center 48

virtual call center call center software Call Center outsourcing 48

aircall

JULY 28, 2021

CEO Sundar Pichai explained in a blog post: “Our campuses have been at the heart of our Google community, and the majority of our employees still want to be on campus some of the time. For example, Forbes Magazine notes how tech companies were once known for their swanky HQs with modern architecture, sprawling cafeterias, and other benefits.

Real estate 104

Real estate call center software Call Center Wait times 104

VirtualPBX

MARCH 10, 2020

Rich Tehrani, the CEO of TMC, which prints the Internet Telephony magazine, had this to say about the 2020 Product of the Year Award recipients: “Congratulations to the winners of the 2020 INTERNET TELEPHONY Product of the Year Award. We think our phone plans are better than ever and are always improving. Praise From Internet Telephony.

voip 83

voip Engineering Call Center Marketing 83

OctopusTech

AUGUST 3, 2018

Alberta Independent Media is an Online Magazine/Blog which provides an in-depth and logical analysis of the news as it is reported, as well as analyses social and political issues, important to everyday Canadians. Outbound Call Center Services. How we helped? Services Offered. Telemarketing Services.

Telemarketing 48

Telemarketing Advertising Call Center Customer Support 48

OctopusTech

AUGUST 3, 2018

Alberta Independent Media is an Online Magazine/Blog which provides an in-depth and logical analysis of the news as it is reported, as well as analyses social and political issues, important to everyday Canadians. Outbound Call Center Services. How we helped? Services Offered. Telemarketing Services.

Telemarketing 48

Telemarketing Advertising Call Center Customer Support 48

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

Fonolo

APRIL 24, 2018

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. A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. Who wrote it: Call Centre Helper.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Nicereply

JANUARY 4, 2023

Another research by Chatbots Magazine also revealed that businesses can decrease service costs by up to 30% by implementing virtual agents and chatbots. E.g., the average call center turnover rate is around 45% – at least twice higher than other departments. year-over-year. Improve agent retention and prevent turnover.

Customer Service 59

Customer Service Self service Chatbots Surveys 59

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

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

Monet Software

SEPTEMBER 21, 2018

Just a few months after receiving an award as one of the industry’s most innovative call center solutions, we’re pleased to announce that Monet WFO has been named a Communications Solutions Product of the Year by TMC, the publisher of Cloud Computing magazine.

call center solutions 48

call center solutions Call Center Metrics Marketing 48

Fonolo

APRIL 24, 2018

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. A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. Who wrote it: Call Centre Helper.

Contact Center 57

Contact Center Call Center Self service Surveys 57

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

Vcaretec

JUNE 6, 2022

The Call Center Outsourcing Companies needs to ensure that orders are entered into the system perfectly, and that the customer’s comments and notes are sent over to the restaurant or into the kitchen to minimize the possibility of an incorrect delivery.

Customer Service 52

Customer Service Customer Care Scripts outsourcing 52

Talkdesk

SEPTEMBER 22, 2015

Here at Talkdesk, we make cloud-based call center software designed to facilitate positive customer service interactions to help your business retain and grow your customer base. Adrian Swinscoe wrote a post this week for Forbes magazine detailing the reasons why companies should request feedback, even negative, from customers.

call center software 64

call center software Call Center Feedback Customer Service 64

Talkdesk

AUGUST 29, 2017

This piece was originally written by Bony Simi, president at JetBlue Technology Ventures, for Opentalk magazine. Everybody who gets hired — and it doesn’t matter whether they’re a call center agent or a senior officer of the company—starts at the same orientation, on the same day at JetBlue.

Airlines 40

Airlines Call Center Upselling Education 40

Monet Software

DECEMBER 21, 2018

In April, Monet received a 2017 CUSTOMER Magazine Workforce Optimization Innovation Award from TMC. It is given to vendors that are advancing the call center, CRM and teleservices industries one solution at a time. The unified platform experience improves efficiency by giving agents greater visibility and empowerment.

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

Talkdesk

JULY 24, 2017

This article originally appeared in Opentalk Magazine. . I read books and blog posts and listened to podcasts to learn about the startup scene in America. Are we seeing any corresponding shifts in the call center industry? . The call center industry is a $22B market filled with legacy players. Absolutely.

Call Center 57

Call Center call center software Enterprise Marketing 57

CSM Magazine

JUNE 12, 2023

By understanding the nature and nuances of contact center fraud, it is possible for companies to respond proactively and develop strategies aimed at preventing, detecting, and ultimately stopping this growing threat.

Contact Center 52

Contact Center Engineering Education Banking 52

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

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

DECEMBER 13, 2023

On top of that, to safeguard sensitive information, maintain operational integrity, and enhance customer trust, most businesses utilize a call center security checklist. Here are some of call center security’s best practices that you can use: Invest in systems and tools to monitor and analyze customer interactions in real-time.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Etech GS

JULY 25, 2019

For instance, inbound and outbound call center services can prove to be extremely helpful here. Michael Deane is one of the editors of Qeedle , a small business magazine. When not blogging (or working), he can usually be spotted on the track, doing his laps, or with his nose deep in the latest John Grisham.

Brand ambassadors 40

Brand ambassadors Advertising Gamification Entertainment 40

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

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

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

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

aircall

MAY 21, 2021

The chairs are comfy, and colorful magazines are strewn about. It works similarly within your call center. The post 10 Benefits of Human-Centered Design appeared first on Aircall Blog. Waiting rooms are generally painted in relaxing neutral colors.

Journey mapping 62

Journey mapping Sales CRM Call Logging 62

aircall

MAY 15, 2017

As such, the startup was more than happy to advocate for Aircall in magazine articles, participate in blog post and have a quick talk with prospects to explain how they were using the solution. Successful customers are more prone to collaborate with the Marketing team through user stories and blog posts. Try Aircall for free.

Sales 88

Sales Accountability Engineering APIs 88

CSM Magazine

DECEMBER 20, 2022

In this blog post, we’ll explore what we can learn from the online gambling industry about customer service and how it can be applied to other businesses. Online gambling has become a major industry in recent years, and its success is due in large part to its ability to provide excellent customer service. Consistency is key.

Customer Service 72

Customer Service Accountability Chatbots Customer retention 72

CSM Magazine

AUGUST 22, 2019

I know these ideas work because I’ve used them in call centers I’ve managed, and right here at Myra Golden Seminars. He enjoyed the break from the call center, was a natural leader we learned, and he loved being a part of something big for the company. Plan a Team Building Outing.

Customer Service 45

Customer Service Morale Call Center Consulting 45