TechSee

AUGUST 14, 2023

She has led CX for giants such as Whitbread, Sainsbury’s, and Compass Group as well as providing clients worldwide with groundbreaking products, services, and experience design services as a consultant. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Noble Systems

MAY 4, 2021

We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience. In this blog series, we’ll take a look at some of the questions that we hear most often when talking with customers.

Contact Center 52

Contact Center Call Center Technology Interactive Voice Response 52

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Both contact center agents and customers benefit from a great customer service knowledge base.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

Callminer

DECEMBER 17, 2019

Below, you will find interesting statistics pertaining to call centers, their employees and their finances that may prove helpful in deciding whether the use of one for your own business’s strategy is appropriate. Call Center Workforce Statistics. Cloud contact centers may be more reliable. ” – E.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Both contact center agents and customers benefit from a great customer service knowledge base.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

Aspect

APRIL 6, 2020

The second Thursday of each month, Aspect partners with the Aspect Software User Group Association (ASUGA) to bring topics from thought leaders around the world and Aspect product experts. The post Webinar: Lessons Learned in Rapid Migration to Remote Based Work appeared first on Aspect Blogs. Want to learn more about ASUGA?

Cloud contact 87

Cloud contact Call flow Best practices Contact Center 87

8x8

DECEMBER 4, 2017

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. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

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. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

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. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

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

NobelBiz

JANUARY 23, 2024

This article will delve into the world of Customer Support as a Service (CSaaS) , exploring the nature, types, and the profound impact it can have on your contact center. Join us as we guide you through optimizing your customer support and elevating the overall experience of your contact center.

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI Talking about performance It’s a blessing and a curse that the show must go on in contact centers right now.

Coaching 88

Coaching Contact Center Morale Analytics 88

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. So, what comes next?

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

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

NICE inContact

JANUARY 15, 2019

In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. Forrester’s rigorous questionnaire evaluated vendors against 32 criteria, grouped into three high-level categories—current offering, strategy and market presence.

Cloud contact 48

Cloud contact Contact Center Analytics CRM 48

NICE inContact

JULY 17, 2019

It can be daunting to create and scale a team of remote contact center agents. Jill Blankenship, founder and CEO of outsourced customer support service Frontline Group, has experienced the challenges — but also leveraged new technology to capture data, measure and improve KPIs and manage a team of remote agents while on-the-go.

Contact center software 54

Contact center software Contact Center outsourcing Best practices 54

Call Experts

MARCH 18, 2020

Scholastic Learn at Home: Keep the learning going for ALL AGE GROUPS. More Blogs Menu. How Contact Centers Support Plumbing Businesses. Understanding Contact Center Billing. Key 2020 Trends: Cloud Contact Centers. How Contact Centers Manage the Holiday Rush.

Education 75

Education Contact Center Journey mapping Interactive Voice Response 75

NICE inContact

AUGUST 5, 2019

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. 45 Workforce Optimization (WFO) Ideas in 45 Minutes features four panelists sharing practical workforce optimization tips based on their extensive experience managing contact center teams.

Contact Center 54

Contact Center Analytics Management Cloud contact 54

NICE inContact

AUGUST 5, 2019

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. 45 Workforce Optimization (WFO) Ideas in 45 Minutes features four panelists sharing practical workforce optimization tips based on their extensive experience managing contact center teams.

Contact Center 54

Contact Center Analytics Management Cloud contact 54

NICE inContact

AUGUST 21, 2019

They look at organizational structures like Marketing, Sales, Support and other groups and start collecting customer interaction data within these groups. Similarly take a deep look along specific functions like Customer support or Marketing to get targeted feedback for the specific group.

Customer Experience 54

Customer Experience Contact Center Analytics Feedback 54

NICE inContact

AUGUST 21, 2019

They look at organizational structures like Marketing, Sales, Support and other groups and start collecting customer interaction data within these groups. Similarly take a deep look along specific functions like Customer support or Marketing to get targeted feedback for the specific group.

Customer Experience 54

Customer Experience Contact Center Analytics Feedback 54

Spearline

JULY 27, 2021

In those technological advances is a game-changing shift in the communications world with UCaaS, CPaaS, and CCaaS services available in the cloud. Businesses are embracing cloud PBX solutions, and contact centers are investing in cloud ACD’s and other key tools.

Telecommunications 52

Telecommunications Contact Center Cloud contact outsourcing 52

NobelBiz

MARCH 12, 2024

Eric Sims CEO & Founder Leading Edge Connections “When it came to the professionalism, the communication and the reliability, NobelBiz was, hands down, the most helpful, informative and supportive group we came across. Outcome : The adoption of NobelBiz Omni+ resulted in a transformational journey for Leading Edge Connections.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

VocalCom

JANUARY 22, 2018

According to the E-Tailing Group, increasing personalization on more channels can increase overall consumer spending by up to 500%. The post 5 Ways Personalization Drives Sales Success appeared first on Vocalcom Blog. Here are five ways personalization impacts customers’ purchasing habits and drives sales success. They spend more.

Personalization 90

Personalization Sales Contact center software Upselling 90

Noble Systems

JUNE 27, 2019

In a previous blog , we outlined advantages of moving a customer experience platform to the cloud. Ultimately, your unique business needs will determine what is included in your cloud contact center system. Roles- and web-based dashboards allow contact centers to streamline the user experience.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

VocalCom

FEBRUARY 19, 2018

The Aberdeen Group notes that companies that use video marketing grow revenue 49% faster year over year than those which do not. The post Engaging Customers Through Video: 5 Essential Tips appeared first on Vocalcom Blog. Other customers who are further along on the sales journey might benefit from tutorials. Create a call for action.

Contact center software 96

Contact center software Entertainment Advertising Contact Center 96

VocalCom

JUNE 4, 2018

According to Aberdeen Group, companies that employ a VOC strategy generate a ten times greater year-over-year increase in annual revenue. In addition, focus groups are excellent for testing new products and services. The post Voice of the Customer: The Key to Brand Success appeared first on Vocalcom Blog.

Contact center software 48

Contact center software Feedback Surveys Contact Center 48

NICE inContact

JULY 10, 2018

So how can businesses reap the rewards and achieve the most out of an investment in cloud contact center technology? Firstly, it’s important to have the right software cloud software in place. For the best results, look for a cloud contact center solution with in-built workforce optimization.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

VocalCom

APRIL 30, 2018

According to Aberdeen Group, companies that have a regular customer journey management program enjoy numerous benefits. And your customers will reward you for your efforts: Aberdeen Group further states that companies that use such maps experience 3.5 Reducing costs and driving sales.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Contact Center 48

NICE inContact

JUNE 21, 2016

Having the best quality monitoring technology can certainly help improve quality in your contact center. Finding trends at the team and location level lets you provide targeted group training to create larger performance impacts. When given a simple task, members of a group will often go about that task differently.

Calibration 50

Calibration Coaching Contact Center Quality management 50

USAN

AUGUST 6, 2021

First and foremost, for chatbots to communicate effectively and aid customer service agents as contact center tools, they have to understand a broad range of topics. They also need to adapt to variations in communication styles across age ranges and population groups.

Chatbots 52

Chatbots Contact Center Technology Customer Experience 52

VocalCom

SEPTEMBER 11, 2017

While in-store shopping is still an important part of the customer experience across age groups, millennials seek a digital experience. The post 5 Millennial Digital Trends Every Brand Should Consider appeared first on Vocalcom Blog. They prefer digital shopping to brick and mortar stores.

Contact center software 48

Contact center software Sales Contact Center Surveys 48

VocalCom

SEPTEMBER 11, 2017

While in-store shopping is still an important part of the customer experience across age groups, millennials seek a digital experience. The post 5 Millennial Digital Trends Every Brand Should Consider appeared first on Vocalcom Blog. They prefer digital shopping to brick and mortar stores.

Contact center software 48

Contact center software Sales Contact Center Surveys 48

VocalCom

JULY 31, 2017

According to research by the Aberdeen Group, such brands experience more than ten times improvement in the cost of customer service. The post 5 Key Benefits of Customer Journey Mapping appeared first on Vocalcom Blog. Such maps are therefore ideal for understanding the gaps that need to be addressed along the customer journey.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Upselling 48

VocalCom

MAY 8, 2017

According to research by the Peppers & Rogers Group, 60% of customers stop engaging with a company when salespeople treat them indifferently, while 70% of customers leave a brand due to poor service. The post 5 Tips for Improving Customer Retention appeared first on Vocalcom Blog.

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