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 98

Contact Center Call Center Technology Interactive Voice Response 98

Callminer

DECEMBER 17, 2019

Cloud contact centers may be more reliable. “Cloud contact centers are 27% cheaper and experience 35% less downtime than their on-premise counterparts.” ” – Contact Center Industry Stats – Technology , The Taylor Reach Group; Twitter: @taylor_reach. contact centers spend $12.4

Call Center 207

Call Center outsourcing Contact Center Finance 207

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.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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. Additional Resources: .

Coaching 88

Coaching Contact Center Morale Analytics 88

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. For example, many companies are seeing the benefits of deploying cloud contact center integrated with cloud CRM solutions to inside sales staff. Plan to join us!

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

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

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

NobelBiz

JANUARY 23, 2024

At NobelBiz, leveraging over two decades of industry experience, we have crafted a unique cloud contact center solution that simplifies agent workflows and delivers a seamless customer experience across all channels, globally. CSaaS is the route to making excellent customer support possible.

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

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. Move to the Cloud. This opens up the talent pool to those who are not locally based.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

Aspect

JULY 15, 2020

These scheduling functions include: Schedule Editor, Request Viewer, Personal Account Balances, Group Allowance Account Balances, Trades, Trade Bulleting Board, Intra-day Staffing Balances and Agent Productivity. If you’d like to learn more about WFO Version 20 or request a demo, we’d love to talk !

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Upstream Works

MAY 18, 2021

To start that conversation, here are five considerations for IT to take into account when implementing a cloud platform in the contact center. Learn more about Upstream Works omnichannel cloud contact center solutions here. Cloud Flexibility. Cloud migration is not an either-or scenario for IT.

Cloud contact 78

Cloud contact Contact Center contact center solutions Chatbots 78

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

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. Move to the Cloud. This opens up the talent pool to those who are not locally based.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

NobelBiz

MARCH 5, 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.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

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. Kids can do them on their own or with their families. .

Education 75

Education Contact Center Journey mapping Interactive Voice Response 75

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

Automatic Call Distribution (ACD) via cloud services is attractive to both small businesses and large enterprises. The ACD is a vital tool in the contact center for managing hunt groups and call routing in ways that make the best use of resources and present the best customer experience.

Telecommunications 52

Telecommunications Contact Center Cloud contact outsourcing 52

NICE inContact

AUGUST 5, 2019

Here are just a few examples of the 45 WFO ideas: Breaking down walls around scheduling concerns: How something as simple as having regular meetings between impacted functional groups related to schedules opens up the dialogue and streamlines the process. And that’s just the beginning!

Contact Center 54

Contact Center Analytics Management Cloud contact 54

NICE inContact

AUGUST 5, 2019

Here are just a few examples of the 45 WFO ideas: Breaking down walls around scheduling concerns: How something as simple as having regular meetings between impacted functional groups related to schedules opens up the dialogue and streamlines the process. And that’s just the beginning!

Contact Center 54

Contact Center Analytics Management Cloud contact 54

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

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

8x8

DECEMBER 4, 2017

With millennials now firmly entrenched in the workplace, the agent recruitment process must consider how this group likes to learn, work and collaborate, and how well they will communicate with customers in a modern organization. This might include programs that: Seek agent feedback. invite agents to contribute to process improvement.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

With millennials now firmly entrenched in the workplace, the agent recruitment process must consider how this group likes to learn, work and collaborate, and how well they will communicate with customers in a modern organization. This might include programs that: Seek agent feedback. invite agents to contribute to process improvement.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

With millennials now firmly entrenched in the workplace, the agent recruitment process must consider how this group likes to learn, work and collaborate, and how well they will communicate with customers in a modern organization. This might include programs that: Seek agent feedback. invite agents to contribute to process improvement.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

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. Speech analytics is another essential for cloud contact centers. Advanced analytics.

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

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

Finding trends at the team and location level lets you provide targeted group training to create larger performance impacts. Focusing narrowly on taking punitive and corrective actions harms the synergy of the quality and operations groups. 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

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

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

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.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

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

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

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. You’ll be looking for a vendor that can provide this as well as who can help you optimize your cloud contact center in these five ways.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9