Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Successful companies ** spend more (4% of revenue vs. 1.7%) on CX technology. Trends versus Reality – Successful Companies Show How to Lead the Way. With the proper application of these technologies, improvements are very tangible. Focus on choosing and using the right technologies .

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we saw the significant advantages that successful companies * achieved when using AI and UC – both on a standalone basis, but with even more success when they combined them. Technology Winners – Today and Tomorrow. They own the desktop.

Contact Center 56

Contact Center Analytics Self service Finance 56

Eptica

JULY 22, 2022

Our latest blog post discusses how you can make your contact centre greener, through strategies such as switching to the cloud and embracing hybrid working. You might also be interested in these posts: What’s driving customer facing technology investment in local councils? Share this page on: Tweet.

Self service 93

Self service Marketing Technology Management 93

Spearline

JUNE 2, 2022

We may have (mostly) emerged from the restrictions that forced this change, but there is undoubtedly a longer term legacy for contact centers, and impact on future contact center trends. So what are the contact center trends for 2022? And, more specifically, what are the contact center technology trends for 2022?

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

Comm100

SEPTEMBER 19, 2022

There are, however, some technologies that may be used to implement NLP in your Chatbot. It connects to the Google Cloud Platform and enables chatbot integration for performing linguistic analysis. However, as with any other technology, there’s always the risk that the chatbot will become outdated or less effective over time.

Chatbots 63

Chatbots Abandon rate CRM Education 63

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. To begin, let’s think literally, taking the words at face value.

Contact Center 76

Contact Center Customer Experience Technology Sales 76

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. This was straightforward, but now unified communications (UC) technology is more than just IP phones and simple features like live chat.

Surveys 174

Surveys Education Enterprise Technology 174

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. In fact, technology is the driving force behind the biggest trends confronting contact centers today. Technology Fuels Contact Center Transformation.

Contact Center 52

Contact Center Self service Analytics Banking 52

NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! From Cloudy to Clear: Choosing the Right Cloud Strategy for Your Contact Center. From Cloudy to Clear: Choosing the Right Cloud Strategy for Your Contact Center. Happy reading!

SaaS 48

SaaS Contact Center Call Center Customer Experience 48

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Cloud contact centers may be more reliable.

Call Center 207

Call Center outsourcing Contact Center Finance 207

TeleDirect

AUGUST 10, 2022

After all, the world of business has an ever-changing nature, and that’s reflected by whichever business process outsourcing trends emerge over time. This has led to exciting new BPO industry trends. At TeleDirect, our fingers are always at the pulse of the BPO industry, especially when it comes to call center outsourcing trends!

Business Process Outsourcing 62

Business Process Outsourcing outsourcing Call Center Advertising 62

SharpenCX

NOVEMBER 23, 2021

How to Run a Highly Effective Contact Center (Start Today) : In this Sharpen blog post, we’ve compiled four ways to support your agents and your customers for a mutual benefit across the board. Read through this blog post to learn how to motivate your agents and boost morale on your team. Listen to Joe’s full episode, here.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

teleopti

DECEMBER 13, 2018

What are some of the key trends that will mold business and customer service operations in 2019? Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of.

Customer Service 48

Customer Service Banking Contact Center Self service 48

NobelBiz

FEBRUARY 27, 2024

Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Achieving these goals requires a special balance between the human touch and technological innovation. One of the primary advantages of CRM integration with contact center technology is call flow management.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Momentum Telecom

JUNE 2, 2023

While the past few years may feel like a fever dream, IT leaders haven’t forgotten how challenging it was to set up systems and cloud communication tools to support employees working from home. In this blog, we’ll discuss: The current state of cloud collaboration tools How to update your cloud communication platform?

Technology 52

Technology CRM Contact Center Surveys 52

Fonolo

FEBRUARY 23, 2021

This blog is for contact center industry newbies. It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Call center technology refers to a vast range of software and hardware used to run the modern call center.

Call Center 96

Call Center Technology Interactive Voice Response Contact Center 96

Momentum Telecom

OCTOBER 23, 2023

SD-WAN solutions , cloud platforms, and IoT are the three key technologies that are making digital transformation work. This blog discusses SD-WAN, and how SD-WAN deployment improves everything from application performance to internet traffic optimization for each branch office of a multi-location business.

Technology 52

Technology Enterprise Accountability Management 52

Eptica

FEBRUARY 5, 2021

Our blog explains how you can successfully underpin this change with technology – read it here on our parent company Enghouse Interactive’s site. Reviewing 2020 – our top blog posts from last year. Share this page on: Tweet. You might also be interested in these posts: 5 ways to get your contact centre fit for 2021.

Cloud contact 72

Cloud contact Quality management Marketing Technology 72

Eptica

SEPTEMBER 10, 2020

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. Published on: September 09, 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions. Share this page on: Tweet.

Quality management 74

Quality management Analytics Technology Marketing 74

Momentum Telecom

JUNE 17, 2022

In the coming year, voice technology is going to take its place with team collaboration tools as it supports increasingly important areas of business management and communications. Here are Momentum’s voice technology predictions for 2022 and beyond. The New Definition of Voice Technology. Keeping Up With Voice Technology.

Technology 98

Technology Healthcare Banking Analytics 98

Aspect

JANUARY 25, 2021

With the rising number of quality voice devices and applications, Aspect has seized this trend, integrating the feature with LumenVox Transcription Services Version 17.0.650. Upon launch, CXP 20 features a new driver to support Google Speech Technologies on premise. The post The Benefits of CXP 20 appeared first on Aspect Blogs.

Self service 118

Self service APIs Chatbots Engineering 118

Cisco - Contact Center

FEBRUARY 1, 2021

A Next-Generation, Cloud-Based Platform. Customer and agent experiences are directly tied to the power of the technology the contact centers are built on. Knowing this and with the five essential elements in mind, Cisco completely rebuilt its CCaaS platform from the ground up with the most modern cloud architecture in the market.

Contact Center 113

Contact Center Transportation Customer Experience Wireless 113

Comm100

APRIL 21, 2022

With this in mind, it becomes crucial to keep an eye on the latest credit union technology trends that will help them to improve credit union member engagement and experience. This blog will look at the top 4 credit union technology trends in 2022 and how each can help to satisfy the needs of current members, as well as future ones.

Technology 56

Technology Chatbots Banking Personalization 56

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. The pressure is rising for businesses to step up their CX game. That’s where customer experience platforms come in.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Eptica

DECEMBER 3, 2020

Author: Pauline Ashenden - Demand Generation Manager As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021? Click here to read all about these five in-depth predictions in this post on our parent company Enghouse Interactive’s blog. Published on: December 03, 2020.

Analytics 72

Analytics Marketing Technology Management 72

Enghouse Interactive

APRIL 13, 2021

By focusing on the customer experience…and delivering it with agile, flexible, and adaptive technologies and processes. From the organization’s perspective, on-premise technology is solid and reliable, so all calls will get through and be answered. This can be as effective as transitioning directly to the cloud. .

Contact Center 91

Contact Center Morale Technology Self service 91

Call Experts

OCTOBER 5, 2023

In this blog, we’ll explore everything you need to know about call centers and those factors to help you make an informed decision. Analyzing this information can provide valuable insights into customer preferences, pain points, and emerging trends, helping businesses make strategic decisions. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Hodusoft

MAY 24, 2022

Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Many businesses are moving to cloud based contact center software to maximize the flexibility, scalability, and cost benefits. . This shows how cloud contact center software is gaining in popularity every passing day. What are cloud-based contact centers?

Contact Center 98

Contact Center Contact center software Cloud contact contact center solutions 98

Hodusoft

JANUARY 18, 2022

This blog explores factors influencing the auto dialer software market in 2022 , such as manufacturing techniques and methods, distribution channels, and models of products. However, based on the software you choose to use, there are cloud-based auto dialer alternatives. Streamlining business with cloud-based autodialers.

Marketing 105

Marketing Call Center Education CRM 105

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. The Inner Circle Guide to Cloud-based Contact Centre Solutions.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

aircall

JANUARY 21, 2022

After decades of technological innovation and two years of pandemic disruption, closing a deal today is about so much more than picking up the tab. . In 2022, which sales trends do you need to stay on top of to set your team up for sales success? 5 Key Sales Trends for 2022. Read on to find out. . In the U.S. and the U.K.

Sales 62

Sales CRM Scripts Coaching 62

Call Experts

APRIL 8, 2024

In this blog, we’ll explore everything you need to know about call centers and those factors to help you make an informed decision. Analyzing this information can provide valuable insights into customer preferences, pain points, and emerging trends, helping businesses make strategic decisions. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

3CLogic

FEBRUARY 7, 2024

In this blog, we’ll explore three common red flags indicating your contact center is falling behind, and, more importantly, we share strategies to help you get back on track. In fact, our recent research shows that reps whose technology provides them with context and guidance tend to perform better than those without these capabilities.”

Contact Center 59

Contact Center Cloud contact CRM Self service 59

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Cloud Agility. Award Winner Second Year in a Row.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Bright Pattern

DECEMBER 19, 2018

Many companies took strides to move to a more automated contact center with AI and bots, while others focused on improving more traditional channels with innovative cloud technologies.

Contact center software 41

Contact center software Contact Center Enterprise Technology 41

OctopusTech

AUGUST 10, 2022

Call center technologies are developing rapidly in this ever-growing digital era. Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers. But which technology can enhance and support your call center?

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 62

Aspect

OCTOBER 25, 2017

Move to the Cloud and Save Money. When companies make the move to a cloud contact center, they recognize cost-savings immediately. Premise-based contact solutions may provide the newest features, but with continual technology developments, how long will it be until these new features are outdated. Break out of the same old rut.

Contact Center 162

Contact Center Cloud contact Call Center Interactive Voice Response 162