Upstream Works

AUGUST 5, 2021

As momentum continues to build for cloud adoption in the contact center space, the business case for supporting this decision becomes clear. These are a few specific examples of how cloud benefits the contact center and any one of these is sufficient to justify the investment.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

Callminer

DECEMBER 17, 2019

Although most of your business’s tools and employees may work well together, there can still be a need for internal support providers who can give guidance or link distant divisions together efficiently in the event of difficulties arising at any time. Call Center Workforce Statistics. Cloud contact centers may be more reliable.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Aspect

JUNE 5, 2018

Just a month and a half ago, Aspect president Chris Koziol made an unconventional proclamation to the Aspect Customer Experience event in Las Vegas: The contact center has got its mojo back. You may ask yourself, “what is mojo anyway and does my contact center really need it in the first place?”. Hell yes, it does.

Contact Center 73

Contact Center Surveys Analytics Customer Service 73

Talkdesk

APRIL 1, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. If there was ever a compelling event, COVID-19 is it. How will you support your customers?

Call Center 105

Call Center contact center solutions Contact Center Cloud contact 105

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

Talkdesk

FEBRUARY 5, 2020

Opentalk is the premier customer experience event of the year, bringing together more than 2,000 Talkdesk customers, industry experts and CX practitioners to network, share best practices and hear about the latest in transformative technologies. The judging panel includes industry analysts, contact center influencers and Talkdesk executives.

Contact Center 56

Contact Center Cloud contact Customer centricity Best practices 56

Serenova

MARCH 7, 2019

For anyone I haven’t yet convinced, here are a few more reasons to attend one of the biggest—and most important— contact center events of the year. Get the insights you need to really evaluate the cloud. I know, I know, the contact center industry has been talking about the cloud for what seems like years.

Enterprise 40

Enterprise Cloud contact Contact Center contact center solutions 40

USAN

OCTOBER 5, 2021

Healthcare organizations, as an example, offer proactive service when they remind patients of upcoming appointments, as do utility companies when they warn customers of impending weather events to ensure they’re well-prepared for any inconvenience. It’s impossible to train for every challenge faced by contact center agents.

Contact Center 52

Contact Center APIs Healthcare Cloud contact 52

NICE inContact

JULY 5, 2019

I’ve just returned from Las Vegas where I attended my first visit ever to Customer Contact Week – it’s the world’s largest customer contact event, in its 20th year. This was a great opportunity to meet customer service leaders from all over the world and hear what they are up to “on the frontlines” in their contact centers.

Contact Center 55

Contact Center CRM Chatbots Customer Care 55

NICE inContact

MARCH 23, 2016

Hear what Rajeev had to say about inContact’s cloud contact center solutions , our strategy for leading the market in cloud technology, and how customers can properly deploy our solutions to meet their business needs. “If The post This Week in Enterprise Tech with inContact appeared first on inContact Blog.

Enterprise 48

Enterprise At home agents contact center solutions Cloud contact 48

Monet Software

DECEMBER 14, 2018

These schedules should be prepared to handle call shift patterns, and be flexible enough to handle unexpected events that impact call volume. Everything you wish to achieve at your contact center starts with the reports generated by WFO. Real-Time Adherence. Comprehensive Reporting. Speech Analytics.

Quality management 48

Quality management Cloud contact Analytics Contact Center 48

VocalCom

FEBRUARY 19, 2018

Will your company be attending a popular public event? Is there an upcoming promotional event? Twitter further states that video of a live event increases brand favorability by 63%. The post Engaging Customers Through Video: 5 Essential Tips appeared first on Vocalcom Blog. Get your timing right. Personalize your videos.

Contact center software 96

Contact center software Entertainment Advertising Contact Center 96

VocalCom

OCTOBER 24, 2017

For example, product recalls, sales events, and increased demand for customer service during peak seasons are all good reasons to update your IVR menus. The post 5 Ways to Optimize Self-Service Practices appeared first on Vocalcom Blog. Integrate self-service with your omnichannel strategy.

Self service 91

Self service Interactive Voice Response Contact center software Banking 91

Enghouse Interactive

AUGUST 30, 2021

For example clearing for university places after A-level results are announced in August is the busiest time for higher education institutions, as we explain in this recent blog post. Increase capacity via the cloud. One of the key advantages of cloud contact centres is flexibility. Plan ahead if you can.

Customer Service 58

Customer Service Self service Cloud contact Chatbots 58

VocalCom

JANUARY 1, 2018

Customers might be sent interesting marketing offers or sales event information when they are in or near a store. 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.

Contact center software 89

Contact center software Chatbots Contact Center Personalization 89

Natalie Petouhof

MARCH 3, 2016

Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event. At Enterprise Connect, Genesys will show why omnichannel will be the standard in customer experience excellence and how companies can move toward an Omnichannel Engagement Center solution.”.

Enterprise 40

Enterprise Customer Experience Contact Center Analytics 40

VocalCom

MARCH 19, 2018

Offer customers insight into your brand events and inform them in an entertaining way by creating meaningful, real-time video content. The post 6 Key Trends Shaping Social Customer Service appeared first on Vocalcom Blog. According to the company, 100 million hours of video are viewed daily on the platform. Greater peer influence.

Customer Service 90

Customer Service Contact center software Chatbots Entertainment 90

VocalCom

AUGUST 7, 2017

In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Identify the metrics that need improvement in the contact center. Are agents able to contact supervisors efficiently when extra help is needed?

Big data 48

Big data Customer Experience Average Handle Time Abandon rate 48

VocalCom

SEPTEMBER 4, 2017

Some customers may love to be notified when there’s a sales event or discount available. The website should share information regarding current sales events and discounts, blog content should be refreshed frequently, and contact information should be up to date. Allow customers to opt out. Keep content updated.

Contact center software 48

Contact center software Interactive Voice Response Contact Center Sales 48

teleopti

JANUARY 7, 2019

It’s a trend contact center analyst ContactBabel calls ‘The Great Mobile Opportunity’ (The UK Contact Centre Decision-Makers’guide 2018/2019) and it has the power to revolutionize customer service and the role of the contact center. The end of reactive contact centers.

Customer Service 49

Customer Service Contact Center Technical Support Self service 49

VocalCom

MAY 15, 2017

For this reason, average handling time, or AHT, is often considered an important metric to measure in the contact center, as agents strive to offer great customer service while keeping their interactions as short as possible. The post 7 Essential Tips for Reducing Average Handling Time appeared first on Vocalcom Blog.

Average Handle Time 48

Average Handle Time Interactive Voice Response CRM Contact center software 48

VocalCom

MAY 14, 2018

For example, if your website mentions a promotional event, your social media channels should do the same. If a sales event has passed or a product is no longer in stock, updates are necessary. The post 6 Mistakes That Harm Your Brand’s Digital Reputation appeared first on Vocalcom Blog.

Contact center software 48

Contact center software Contact Center Feedback Sales 48

VocalCom

APRIL 23, 2018

For example, discuss these points at training sessions and company events, and invite employees to offer feedback on how these values may be addressed in different roles and departments. The post 6 Steps for Building a Customer-Centric Brand appeared first on Vocalcom Blog. Invest in your employees.

Customer centricity 48

Customer centricity Contact center software Interactive Voice Response Chatbots 48

VocalCom

NOVEMBER 13, 2017

For example, rather than merely announcing an upcoming sales event, include a discount code that may be redeemed easily. In addition, sending emails periodically before major sales events gives them time to preview products of interest well ahead of time. Customers want an incentive to open brand emails.

Marketing 48

Marketing Contact center software Upselling B2B 48

VocalCom

NOVEMBER 13, 2017

For example, rather than merely announcing an upcoming sales event, include a discount code that may be redeemed easily. In addition, sending emails periodically before major sales events gives them time to preview products of interest well ahead of time. Customers want an incentive to open brand emails.

Marketing 48

Marketing Contact center software Upselling B2B 48

VocalCom

JULY 10, 2017

By streamlining the process, call centers may save costs with faster resolutions, and agents and managers will be more efficient and confident in their roles. Employees should always be informed of current events at the company. The post 5 Ways to Improve Communication in the Call Center appeared first on Vocalcom Blog.

Call Center 54

Call Center Contact center software Morale Contact Center 54

VocalCom

OCTOBER 31, 2017

In addition to loyalty programs and promotional events, sending notes and rewards on customer birthdays is also a good idea. In addition, you may consider sharing blog or video content on favorite channels or personalizing the promotions that appear for customers when they access your company’s website or mobile app.

Personalization 48

Personalization Contact center software Contact Center Customer effort 48

VocalCom

AUGUST 21, 2017

Sales events and special discounts for holidays and customer birthdays are additional ways to give service a personal touch. 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.

Customer Experience 48

Customer Experience Abandon rate Contact center software Interactive Voice Response 48

VocalCom

APRIL 30, 2018

They should be discussed regularly during meetings and company events. 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. Engaging employees.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Contact Center 48

VocalCom

SEPTEMBER 11, 2017

It’s therefore critical to humanize and personalize marketing practices through means such as contests, rich video content that integrates product information, and invitations to exclusive events sponsored by the brand. The post 5 Millennial Digital Trends Every Brand Should Consider appeared first on Vocalcom Blog.

Contact center software 48

Contact center software Sales Contact Center Surveys 48

VocalCom

SEPTEMBER 11, 2017

It’s therefore critical to humanize and personalize marketing practices through means such as contests, rich video content that integrates product information, and invitations to exclusive events sponsored by the brand. The post 5 Millennial Digital Trends Every Brand Should Consider appeared first on Vocalcom Blog.

Contact center software 48

Contact center software Sales Contact Center Surveys 48

VocalCom

APRIL 2, 2018

In addition, consider adding menu options for current brand issues or events that customers might be contacting you about. The post 6 Tips for Satisfying Customers on the Voice Channel appeared first on Vocalcom Blog. Visual IVR menus in particular save customers time by allowing them to tap through visual interfaces.

Interactive Voice Response 48

Interactive Voice Response Contact center software Average Handle Time Self service 48

NICE inContact

MARCH 12, 2019

We will cover tips on how to be strategic when choosing the cloud for your contact centre – and show you how selecting the right cloud model can lead to improved customer experience (CX) and reduced cost. The post Improve Experience at a Reduced Cost – Move to Cloud appeared first on NICE inContact Blog.

Technology 55

Technology Customer Experience Management Cloud contact 55

VocalCom

MAY 8, 2017

In addition to sales events, brands may offer rewards to new customers and for special occasions such as holidays or customer birthdays. The post 5 Tips for Improving Customer Retention appeared first on Vocalcom Blog. Offer incentives such as loyalty and referral programs. Customers love brands that reward them.

Customer retention 48

Customer retention Contact center software Average Handle Time Surveys 48

Enghouse Interactive

JULY 27, 2020

Transform the Contact Center with Microsoft Teams (blog Series). Blog #3 Seeing is Believing! I n our previous blogs in this series, we explored how Microsoft Teams, when integrated into the Contact Center, helps provide a better experience for the end-customer and how it helps enhance agent productivity. .

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Fonolo

FEBRUARY 13, 2019

Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. Who wrote it: Contact Babel. About: We almost always include a Contact Babel report in these posts. This year’s edition is based on questionnaires answered by 222 contact center managers and directors, and weighs in at a healthy 363 pages!

Contact Center 57

Contact Center Call Center APIs Technology 57

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