TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Cisco - Contact Center

NOVEMBER 26, 2019

Formula one driving has a few things in common with a call center. There are important elements to racing that apply to running a contact center. Guardrails, seat belts, car seats, and even helmets are examples of human and physical boundaries that control us from the full impact of a dangerous event. Did we just do that?

Contact Center 98

Contact Center contact center solutions Transportation Government 98

Aspect

OCTOBER 10, 2017

The role of the contact center has never been more critical to the overall success of your business strategy than it is today. With families displaced, homes destroyed and sadly, lives lost, the disruption of communications has been offset by some contact centers stepping up to become hubs of information.

Contact Center 147

Contact Center Call Center Government contact center solutions 147

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots.

Cloud contact 67

Cloud contact Self service Contact Center Virtual Agent 67

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. Watch for our next blog in this series, coming October 21st: Constant Learning Improves AI Recommendations. Doing so, will transform your contact center from a cost-center into a revenue generator.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

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

Anexa BPO

NOVEMBER 6, 2022

It’s hard to believe that it’s been 25 years since the first EXPO RC event was held. Over the years, EXPO RC has become one of the most highly regarded events in the customer service industry, attracting thousands of attendees from around the world. And this year’s event, which took place in Madrid, was no exception.

Journey mapping 52

Journey mapping Business Process Outsourcing Entertainment outsourcing 52

NICE inContact

AUGUST 2, 2016

Guest blog post from our friends at Momentum Telecom. A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center. Simply put, these centers provide a human touch and a strong differentiator for the marketplace when deployed correctly. Register today!

Contact Center 48

Contact Center Contact center software Technical Support Benchmark 48

Call Experts

JULY 15, 2021

In this blog, we discuss best practices and questions to answer ahead of the storm. How call center solutions support your business with hurricane planning to ensure your business doesn’t have to suffer. If cities are evacuated and incommutable, understand how your contact center will handle staffing.

call center solutions 52

call center solutions Best practices Call Center Contact Center 52

Monet Software

DECEMBER 21, 2018

It’s safe to say that 2018 was an eventful year at Monet Software. It’s always nice to open a new year with industry recognition: our Workforce Optimization solution Monet WFO received the 2017 Cloud Computing Excellence Award from TMC. We debuted our new, modern and more responsive company website this month. Stay tuned!

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

Monet Software

OCTOBER 22, 2018

This was Monet Software’s second year of attendance, and this time around our booth was so crowded every day that we could not even attend many of the keynote speeches and other events taking place throughout the city! Looking for blogs, demos, whitepapers, webinars or case studies? You’ll find them all here as well.

contact center solutions 48

contact center solutions Contact Center Quality management Feedback 48

Skybridge

AUGUST 24, 2022

I believe – I know – that the future of customer care and contact center operations belongs to those who consistently deliver on consumer demands for speed, ease, accuracy, and efficiency. I think it has. Don’t get me wrong. But thanks to ongoing technological advancements, those are just table stakes.

Average Handle Time 52

Average Handle Time Customer Care Scripts contact center solutions 52

Avaya

AUGUST 28, 2018

At the most prestigious soccer tournament in the world, Avaya put champion-level technology and solutions throughout the stadiums. This ramps up and becomes especially important during big sporting events. Preparation for such a global sporting event requires a massive amount of engagement and collaboration. Fisht Stadium.

Entertainment 43

Entertainment contact center solutions Contact Center Technology 43

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

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. I know, I know, the contact center industry has been talking about the cloud for what seems like years. See Serenova (and our solution) in action.

Enterprise 40

Enterprise Cloud contact Contact Center contact center solutions 40

NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. But finding a solution that will support your unique position, and determining the best approach to delivery, can be a daunting task. Register now for the webinar!

Customer Experience 48

Customer Experience Contact Center contact center solutions Personalization 48

Avaya

OCTOBER 2, 2017

We’ve been attending this Dubai-based mega-event since 2005 and every year we design our show presence from scratch, to provide fresh and unique info to our customers and partners who invest time in visiting us. Avaya will be at Stand Z-C20 in Za’abeel Hall, Dubai World Trade Center, October 8-12.

Technology 43

Technology Telecommunications Government contact center solutions 43

Nexmo

AUGUST 10, 2020

You can build extremely powerful and flexible contact center solutions with the Vonage Voice API. It’s going to then link all incoming calls to that application to the answer URL: [link] and route all call events that happen on that application to [link]. nexmo app:create "AspNetTestApp" [link] [link].

APIs 62

APIs Construction Accountability contact center solutions 62

Nexmo

AUGUST 6, 2020

You can build extremely powerful and flexible contact center solutions with the Vonage Voice API. It’s going to then link all incoming calls to that application to the answer URL: [link] and route all call events that happen on that application to [link]. nexmo app:create "AspNetTestApp" [link] [link].

APIs 62

APIs Construction Accountability contact center solutions 62

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

Pipkins

SEPTEMBER 11, 2020

In fact, one of our favorite things to do is attend these events and meet you all face-to-face and make new connections. This is to include better access to important documentation, updated blog access, and quick links to new video content. Have you ever wondered how Pipkins scheduling optimizes intraday events?

contact center solutions 69

contact center solutions Call Center Customer Care outsourcing 69

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. According to ICMI , contact centers have a fairly high turnover rate of 33%.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

3CLogic

JANUARY 24, 2024

As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’ s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space. Why should you consider using AI in your contact center?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

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. Some peaks in demand cannot be planned for, but many revolve around specific events that occur regularly, whether it is the Olympics or Christmas.

Customer Service 58

Customer Service Self service Cloud contact Chatbots 58

Momentum Telecom

MARCH 4, 2019

We are lucky that Channel Partners chooses to host their annual event in Las Vegas. You can get some much-needed fresh air, a tropical drink and a chance to chat with our team about our latest cloud voice, SD-WAN and contact center solutions. You’ll need an appointment, so check out our meeting page to choose your time.

Entertainment 40

Entertainment Transportation contact center solutions Contact Center 40

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

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

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. of companies. omnichannel. personalization.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

USAN

MAY 10, 2017

One bucket holds transactional (self-service) events. One contains interactional (live-agent) events. And the third is home to the hybrids: events that are both transactional and interactional. In the last post , I talked about the Big Buckets. Technology Today Supports the Blended Bucket. Focus your investment.

Contact Center 40

Contact Center Self service Government contact center solutions 40

Noble Systems

SEPTEMBER 8, 2020

COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. This blog compiles the top five best practices to help those who are transitioning to, or looking to maintain, an at-home workforce to achieve the best outcomes.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Enghouse Interactive

SEPTEMBER 10, 2020

It’s Not an Option – It’s Expected (Blog Series). Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Avaya

OCTOBER 3, 2018

Virsae is now compliant with a range of Avaya unified communications and contact center solutions. VSM roots out application level events that preempt failures. The post 5 Ways Virsae Keeps Your Avaya Infrastructure at Peak Performance appeared first on Avaya Connected Blog.

Call flow 61

Call flow voip Contact Center contact center solutions 61

Avaya

AUGUST 22, 2017

Poorly engineered voice self-service solutions are a barrier, not a help, to problem resolution. Avaya IP Office Contact Center and Avaya Contact Center Select enable businesses to embed communications options right into their mobile app or website. Avaya IP Office Contact Center is smart.

Self service 61

Self service Contact Center contact center solutions Interactive Voice Response 61

Aspect

JANUARY 15, 2018

Getting the bag of food from the shelf to the cart, from the cart to the car and from the car to the house is reminiscent of the strongman event, Super Yolk. The post Improving the Retail Customer Experience with SMS appeared first on Aspect Blogs. Buying their food at a brick and mortar store almost qualifies as a workout.

Customer Experience 54

Customer Experience Surveys Marketing Technology 54

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. Start by using Automated Conversations – as discussed in our recent self-service blog series , an organization has many options to improve the overall experience. Customer Perception = Their Reality. What is it? Why should they care, if you don’t?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80