Callminer

DECEMBER 17, 2019

However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Of course not all call centers are outsourced, nor are all call centers purely customer-facing operations. Call Center Workforce Statistics.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Babelforce

JULY 15, 2021

What are contact centers using for self-service right now? Of course, these tools can’t solve every customer issue (yet…). The result is fewer calls for you. In practice it could be anything from searching a knowledge base for answers to speaking with a conversational IVR to update an order. 1 A knowledge base.

Self service 98

Self service Contact Center Chatbots Interactive Voice Response 98

Aria Solutions

JUNE 24, 2019

In previous years, the contact center was seen as an operational necessity, an important but non-strategic wing of an organization. Contact centers, and the technologies enabling them, now feature prominently in strategic decision making. Silos are one of the great challenges facing contact centers today.

Contact Center 48

Contact Center Transportation Multichannel Cloud contact 48

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. When these things happen, the best course of action is to execute an intraday reforecast and tweak your schedules to cover your gaps. Intraday management. Intraday reforecasting.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. When these things happen, the best course of action is to execute an intraday reforecast and tweak your schedules to cover your gaps. Intraday management. Intraday reforecasting.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

VocalCom

APRIL 9, 2020

Companies that rely on their contact centers for the continuity of business operations are no exception—indeed, they risk collapse if no remote solution is found that protects employee health while ensuring productivity. Over the course of one week, Vocalcom technicians worked diligently with Frávega’s teams.

Contact Center 62

Contact Center contact center solutions Telecommunications Call Center 62

8x8

DECEMBER 4, 2017

The on-boarding process included an aptitude test, interviews and a multi-week training course that covered company policies, business process and handling customer communications. I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

The on-boarding process included an aptitude test, interviews and a multi-week training course that covered company policies, business process and handling customer communications. I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

The on-boarding process included an aptitude test, interviews and a multi-week training course that covered company policies, business process and handling customer communications. I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

NICE inContact

JANUARY 21, 2019

In our last blog article on the recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018 , we highlighted the independent research group’s 32-point evaluation methodology and the depth and breadth of criteria asked of each vendor reviewed. Proof in action. Download the full Forrester Wave report here.

Cloud contact 54

Cloud contact Contact Center Analytics Marketing 54

USAN

JUNE 26, 2018

When Amazon released its contact center service, Amazon Connect, it was met with skepticism by some industry insiders because it didn’t have the features other solutions offer. After working with the cloud-based contact center service for a little over a year, we’ve seen firsthand the power of Amazon Connect in its simplicity.

Contact Center 51

Contact Center Automatic Callback Interactive Voice Response Quality management 51

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

NICE inContact

JULY 9, 2019

Every year, NICE inContact experts, customers and partners gather for the company’s much-anticipated Interactions user conference to explore and exchange the latest in cloud contact center ideas, trends and technology. The post Transitioning to the Cloud? And if you did attend, you’ll probably want to hear them again!

Best practices 59

Best practices Cloud contact Contact Center Technology 59

NobelBiz

FEBRUARY 13, 2024

This efficiency reduces idle time and increases overall contact rates. NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. Clean up You can, of course, leave QnABot running to experiment with it and show it to your colleagues!

Self service 100

Self service APIs Transportation Contact Center 100

Upstream Works

MAY 18, 2021

Cloud-based platforms are becoming more prevalent in contact centers. Decisions around cloud will be technology-driven, and IT will need to consider the implications for both contact center operations and the broader organization. Cloud Flexibility. Cloud is not a disruptive force to IT.

Cloud contact 78

Cloud contact Contact Center contact center solutions Chatbots 78

Altivon

JUNE 13, 2020

Contact Centers Demonstrate Value Amid COVID-19 and Beyond. Until very recently, only 13% of contact center agents worked remotely on a permanent basis. Here is a look at how US contact centers are responding to the unique demands of the current climate. Remote Work Before COVID-19: Survey Results From 2019.

Abandon rate 52

Abandon rate Contact Center contact center solutions Transportation 52

Babelforce

DECEMBER 9, 2021

Of course, sometimes, compliance regulations – such as GDPR – require all data to be housed in one central location. The scalability that SaaS platforms offer enables contact centers to better deal with these rising volumes. Again, this bolsters the contact center. Nevertheless, SaaS is a highly secure solution.

SaaS 52

SaaS APIs Contact Center CRM 52

Enghouse Interactive

DECEMBER 5, 2018

The following blog takes a look at the contact centre and what we can expect to see in 2019. Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. Cloud contact centre adoption rates will continue to grow.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

Expivia

APRIL 1, 2021

Technology is evolving so quickly that every year there is something new that will make our call center life easier. With that in mind, let’s look at ten changes that will be coming to contact centers in the next five years. Cloud Contact Centers. Predictive Behavior Routing. Highly Trained Agents.

Call Center 40

Call Center Interactive Voice Response outsourcing Chatbots 40

JustCall

APRIL 5, 2023

This blog dives deep to pull out insights that help you choose. User Interface Comparison The user interface is the first point of contact between the user and the application. However, IVR is available for Contact Center plans only. Intelligent IVR is also available for Contact Centers as an add-on service.

Interactive Voice Response 52

Interactive Voice Response Contact Center APIs Analytics 52

Natalie Petouhof

FEBRUARY 16, 2018

Another great customer-focused aspect of cloud call center software is its omnichannel capabilities. Of course, not all customers prefer the same methods of communication. Based on this information, your live agents will be able to determine the customer’s needs and anticipate any problems or questions they may have.

call center software 40

call center software Call Center Surveys Cloud contact 40

NICE inContact

OCTOBER 16, 2018

An industry survey of support center professionals reported nearly a third – 32% – indicated that customers had to talk to more than one agent in the course of their call. What’s more, 21% of support centers make customers repeat their story when they are transferred to another rep. First, some scary truths.

Call Center 104

Call Center Customer Service Surveys Self service 104

NICE inContact

FEBRUARY 4, 2019

And, of course, managers have to remember these are real people, too. Virtual call center agents are very real and a growing part of many organizations’ operations strategies. The post What Is a Virtual Call Center Agent? appeared first on NICE inContact Blog.

virtual call center 61

virtual call center Call Center Schedule adherence Technology 61

NICE inContact

SEPTEMBER 11, 2019

Of course, it’s important to realize these departments overlap, in part because great customer service stories go viral and make brands stand out as reliable, responsive and fun to interact with. The post 4 Ways to Utilize Social Customer Service Agents More Effectively appeared first on NICE inContact Blog.

Customer Service 54

Customer Service CRM call center software Marketing 54

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? In fact, I’ve included a link to an unbiased market source at the end of this blog. Cloud Contact Center – Cloud computing… applied to the contact center.

Contact Center 74

Contact Center Government Average Handle Time Benchmark 74

NobelBiz

APRIL 25, 2023

A great number of contact centers are struggling to make ends meet but are still reluctant to make the necessary changes to achieve a better cost to benefits ratio. This article is here to tell you that cost reduction needs to be a top priority for contact centers worldwide in the present-day crisis environment.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

NICE inContact

JANUARY 28, 2019

We’ve arrived at part 4 of our 5 part series on the recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018. We’ve talked about the thorough questionnaire and proof of concept demos, but as every contact center well knows, no vendor review would be complete without including the voice of the customer.

Cloud contact 54

Cloud contact contact center solutions Contact Center Feedback 54

NobelBiz

MARCH 21, 2021

At this point, we can hardly imagine there is a single person in the call center industry that has not heard about STIR/SHAKEN. Of course, as is often the case, STIR/SHAKEN was rapidly engulfed in a thick layer of FUD and disorienting talking points. And yes, the funky name only adds to the confusion. Why should I care about all this?

Call Center 52

Call Center outsourcing Technology Accountability 52

NICE inContact

SEPTEMBER 18, 2019

And of course, customer service is a big part of any customer’s experience with a brand. The post 6 Core Emotions in Customer Experience and Why They Matter appeared first on NICE inContact Blog. Why do customer emotions matter? The customer really wants to feel good and he or she will reward you for delivering a good experience.

Customer Experience 78

Customer Experience Customer retention Customer emotions Customer Service 78