Cisco - Contact Center

JUNE 18, 2020

Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Flexible Cloud, Premises, and Hybrid Deployment Options. Introducing Webex Contact Center Enterprise [Webinar].

Contact Center 121

Contact Center Enterprise contact center solutions Cloud contact 121

NICE inContact

MARCH 28, 2019

More advanced functionality includes helping employees provide better service, enabling 24/7 operations, collecting feedback from customers, and offering ways other than phone calls to communicate. . Cloud contact center technology levels the playing field by removing this cost barrier. Parity is not an advantage, however.

Call Center 61

Call Center Cloud contact Contact Center Interactive Voice Response 61

Cisco - Contact Center

JANUARY 27, 2020

Introducing Webex Experience Management (formerly CloudCherry), our new customer experience management solution that uniquely integrates with Cisco Contact Center solutions. Webex Contact Center Enterprise , our new cloud contact center solution for large enterprises is now globally available. What’s Next?

Contact Center 77

Contact Center contact center solutions Enterprise Cloud contact 77

NobelBiz

MARCH 5, 2024

Customer Satisfaction Reports: These reports dive into customer feedback and service satisfaction levels, offering insights into the customer journey and identifying opportunities to enhance the customer experience. Strategy : Implement mechanisms for capturing feedback across all customer interaction points.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

TechSee

AUGUST 14, 2023

We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better! Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog. Nick is also the host of the acclaimed podcast, Press 1 For Nick , which ranks among the top 2.5%

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Cyara

JULY 9, 2019

Businesses of all sizes want the most reliable, secure and advanced contact center solutions, coupled with ease of configuration/integration, all at the most affordable price point possible. Cloud contact centers, particularly Amazon Connect, provide businesses with a service that incorporates and embraces all of these characteristics.

Cloud contact 52

Cloud contact Contact Center Average Handle Time contact center solutions 52

NobelBiz

MAY 14, 2024

Text Analytics Text analytics involves the examination of written communication channels, such as emails, online chat sessions, social media posts, and customer feedback forms. Service and Product Improvements Feedback from customer interactions is invaluable for product development and service improvement.

Analytics 59

Analytics Call Center Contact Center Sales 59

NobelBiz

APRIL 18, 2023

The customer satisfaction score aims to get feedback on specific topics such as products or services, quality of interactions with call center agents or after-sales support, purchase procedures, customer experience impression, etc. Coaching allows managers to be direct and prescriptive in the feedback they give.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NICE inContact

AUGUST 1, 2019

The post Boost Revenue in 8 Easy Steps appeared first on NICE inContact Blog. Get more information about CX strategy, building loyalty, turning customers into advocates, and growing revenue by downloading Blueprint for Growth: The Ultimate Guide for Turning Customers into Advocates.

Contact Center 60

Contact Center contact center solutions Cloud contact Self service 60

NICE inContact

OCTOBER 25, 2019

The Florida-based company knew it needed to a make change and decided to move to the modern, unified CXone cloud contact center CX platform. Bridgevine chose NICE inContact because of its strong ecosystem and solid network of partnerships as well as its CXone technology and contact center software features and functionality.

contact center solutions 48

contact center solutions Contact Center Business Process Outsourcing Contact center software 48

NobelBiz

MARCH 26, 2024

Test and Iterate: Continuously test and refine CXA strategies based on customer feedback and performance metrics to optimize results. Act on Customer Feedback Data: Actively solicit and analyze customer feedback to identify areas for improvement and implement necessary changes.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

NICE inContact

AUGUST 1, 2019

The post Boost Revenue in 8 Easy Steps appeared first on NICE inContact Blog. Get more information about CX strategy, building loyalty, turning customers into advocates, and growing revenue by downloading Blueprint for Growth: The Ultimate Guide for Turning Customers into Advocates.

Contact Center 48

Contact Center contact center solutions Cloud contact Self service 48

Cisco - Contact Center

FEBRUARY 18, 2020

Webex Experience Management (formerly CloudCherry), our new customer experience management solution, is integrated into the Cisco agent desktop providing agents and supervisors with customer sentiment, journey insights, and feedback metrics in real-time. Join Our On-Demand Webinar: Best Practices for Moving your Contact Center to the Cloud.

Contact Center 116

Contact Center Enterprise Self service contact center solutions 116

NICE inContact

OCTOBER 17, 2019

When exploring investments to drive citizen experience change in your contact center you should absolutely be looking at these solutions. The webinar will highlight how NICE inContact, the industry’s only FedRAMP certified cloud contact center, is helping agencies achieve their mission.

Government 48

Government Contact Center Cloud contact Interactive Voice Response 48

Vcaretec

JULY 27, 2022

OmniChannel in Contact Center. Omnichannel Cloud Contact Center. Benefits of Omnichannel Contact Center. Optimization of Omnichannel Experience with Customer Feedback. FAQs Contact Centers- How They Work. Omnichannel Cloud Contact Center. OmniChannel in Telecom. Making Omnichannel Strategy.

Call Center 52

Call Center Multichannel Contact Center Technical Support 52

Aspect

JULY 15, 2020

The post Enabling a Mobile Contact Center Workforce with Aspect® Workforce Optimization™ Version 20 appeared first on Aspect Blogs. Every year, Aspect surveys over 500 agents to understand their preferences and concerns. Aspect is making it much easier for employees to be effective participants in the mobile workforce. .

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Serenova

MARCH 7, 2019

If you’re still wondering about cloud versus an on-premises system, then you need to join the Cloud Contact Center Faceoff. The session is hosted by Sheila McGee-Smith, and I’ll join many of my peers to talk about what you’ll need to consider as you embark on looking at new solutions for your contact center.

Enterprise 40

Enterprise Cloud contact Contact Center contact center solutions 40

VocalCom

OCTOBER 24, 2017

Ask for customer feedback. Customers are often more than happy to share their opinions, as their feedback will only lead to better experiences with your brand. The post 5 Ways to Optimize Self-Service Practices appeared first on Vocalcom Blog. Are their needs being met? Are there certain channels that need better integration?

Self service 91

Self service Interactive Voice Response Contact center software Banking 91

VocalCom

JUNE 4, 2018

While most companies collect feedback in some form, many are going a step further by implementing Voice of the Customer, or VOC, processes. In simple terms, VOC refers to a process or system for gathering customer feedback across channels and using the data to improve products and services. Gather feedback face-to-face.

Contact center software 48

Contact center software Feedback Surveys Contact Center 48

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. If not, contact us today to learn how our industry-leading cloud contact center software can help!

Metrics 48

Metrics Customer Service Airlines Contact Center 48

VocalCom

JANUARY 29, 2018

Agents should not fear spending too much time with a customer: It’s always better to spend more time on one interaction that resolves the problem, rather than forcing an unsatisfied customer to contact your company several times. Ask for customer feedback. Discuss with contact center employees.

Contact center software 88

Contact center software Scripts Contact Center Feedback 88

Aspect

JUNE 22, 2018

Provide a platform for them to not only leave feedback, but one in which you are actively soliciting that feedback, and then engaging with those customers frequently, asking for suggestions and recommendations. The post 5 Ways Technology Can Improve Your Customer Satisfaction Rates appeared first on Aspect Blogs.

Technology 48

Technology Self service contact center solutions Cloud contact 48

JustCall

DECEMBER 23, 2022

In this blog, we will look at some of the most relevant alternatives to 8×8. Feedback on JustCall from Real-World Users. Feedback on RingCentral from Real-World Users. Feedback on Microsoft Teams from Real-World Users. Feedback on Ooma from Real-World Users. into a CRM without any manual intervention.

voip 52

voip APIs CRM Enterprise 52

NICE inContact

NOVEMBER 26, 2018

Depending on contracts with your BPO, these may managed inside the ‘black box’, however, keeping a pulse on overall contact volume, mix and efficiency is still helpful for longer term planning. The right technology to support your contact center can be a key differentiator in selecting a BPO that you’ll use in a hybrid operating model.

outsourcing 48

outsourcing Contact Center Cloud contact Contact center software 48

NobelBiz

MARCH 12, 2024

Key Components of Unified CXM Unified CXM comprises several essential components: Holistic Customer View : Integrates data from marketing campaigns, sales, customer service interactions, social media, CRM systems, and feedback tools. Enables instant, personalized interactions based on the entire customer journey.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

NICE inContact

OCTOBER 16, 2018

Another finding from the industry survey shows that only 5% of the people interviewed consider monitoring social media channels as a primary method for customer feedback. This is one of the easiest ways to get real feedback and respond to customers. And, don’t forget to thank happy customers who leave positive comments, too.

Call Center 104

Call Center Customer Service Surveys Self service 104

VocalCom

MAY 28, 2018

Speech and text analytics are especially useful for analyzing emotions, and traditional surveys are the most direct way to gather concrete customer feedback. Ask them for their feedback and suggestions on how your company could have better addressed their needs. Reach out to customers with negative feelings.

Customer Experience 48

Customer Experience Journey mapping Contact center software Customer emotions 48

NICE inContact

NOVEMBER 28, 2018

I really appreciate your feedback” . Increase an employee’s motivation to be positive by prioritizing fun, providing feedback and training, among other things. Check out this blog for 10 Ways to Increase Employee Motivation in Your Contact Center. To diffuse the caller’s anger, use phrases such as .

Contact Center 48

Contact Center Coaching Feedback Call Center 48

NobelBiz

MARCH 19, 2024

CSAT Score: Customer satisfaction metrics provide valuable feedback for performance evaluation and improvement. Solicit feedback from users and remain open to adjustments that enhance usability and effectiveness. Service Levels: Maintaining service level agreements ensures timely response and resolution for customer queries.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

NICE inContact

APRIL 11, 2019

Listen to me – Leverage direct customer feedback through voice of the customer tools to get real customer feedback on what is working and what is not. Look for indirect feedback through advanced analytics that help identify frustrated customers. Win your customers through some of the tips outlined above.

Management 60

Management Wait times Self service CRM 60

VocalCom

AUGUST 28, 2017

In addition, use social listening tools to identify other places on the internet where people are talking about your brand, such as blogs or review websites. Listening to customer feedback and reading social media comments can once again reveal answers as to why abandonment happens. Analyze customer service cases and feedback.

Abandon rate 48

Abandon rate Contact center software Telecommunications Contact Center 48

VocalCom

MARCH 12, 2018

Since agents interact everyday with your customers, their feedback is essential to offering better service. Identify, for example, the most recurring reasons for customer contact, and take note of any procedures that might be hindering service. The post How to Empower Contact Center Agents appeared first on Vocalcom Blog.

Contact Center 91

Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

VocalCom

FEBRUARY 27, 2018

Test your technology and get feedback. Ask them for their feedback and determine how the technology might be improved. appeared first on Vocalcom Blog. Like any technology your brand uses, chatbots need to be tested regularly. Make sure they are functioning correctly and being used to their full potential.

Chatbots 90

Chatbots Customer Service Airlines Contact center software 90

NobelBiz

APRIL 30, 2024

By continuously analyzing customer interactions, AI can identify trends and provide real-time feedback to agents, helping them improve their performance immediately. AI-driven Quality Assurance : AI technologies are revolutionizing quality assurance in call centers.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

By continuously analyzing customer interactions, AI can identify trends and provide real-time feedback to agents, helping them improve their performance immediately. AI-driven Quality Assurance : AI technologies are revolutionizing quality assurance in call centers.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

AWS Machine Learning

AUGUST 30, 2023

This solution can be utilized with both Amazon Connect and other on-prem and cloud contact centers. For more information, see Live call analytics and agent assist for your contact center with Amazon language AI services. It’s straightforward to set up and try—give it a go! Contributions are welcome!

Self service 103

Self service APIs Transportation Contact Center 103

VocalCom

MAY 29, 2017

Ask agents for their feedback. Remember that your contact center agents have plenty of insights into your customers’ feelings. Well-timed customer feedback surveys are essential to understanding customer emotions. The post 5 Essential Tips for Measuring Customer Satisfaction appeared first on Vocalcom Blog.

Abandon rate 48

Abandon rate Contact center software Average Handle Time Contact Center 48