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. Our favorite chart: KPI Guide for Omni-Channel Contact Centers.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Hodusoft

MAY 24, 2022

Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. What are cloud-based contact centers?

Contact Center 98

Contact Center Contact center software Cloud contact contact center solutions 98

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

Cisco - Contact Center

APRIL 12, 2024

IT related outages and performance issues can inflict significant financial and operational harm on businesses, especially in critical sectors such as finance, healthcare, and e-commerce. These IT… Read more on Cisco Blogs

Finance 95

Finance Healthcare Management 95

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Customer Service Life

NOVEMBER 18, 2020

” Of course, it was on Shep Hyken’s blog some seven or so years ago. Over the course of my career in the contact center, it’s not abnormal for customers to contact us claiming hardship and asking for a credit or an extension on their bill. Image by Gerd Altmann from Pixabay. Two to say no.”

Contact Center 111

Contact Center Finance Customer centricity Management 111

ConvergeOne

MARCH 16, 2021

This blog post was co-authored by Kathy Sobus (Senior Director, Customer Experience Strategy, ConvergeOne) and LumenVox. When it comes to contact center authentication, callers overwhelmingly prefer voice biometrics to knowledge-based security questions. Anxiety surrounding identity theft is high, and justifiably so.

Contact Center 72

Contact Center Interactive Voice Response Average Handle Time Self service 72

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

Avaya

JULY 31, 2019

Artificial intelligence (AI) is considered one of the most important technologies for 2019, particularly within the contact center. This is where AI becomes a source of both excitement and concern, with many executives scratching their heads as to what the real value of contact center AI is and how they can capitalize on it.

Contact Center 58

Contact Center Finance CRM Surveys 58

Tenfold - Contact Center Blog

JUNE 22, 2018

The taste of this new class of customers clashes with the traditional mode of service that dominates the finance sector. They have no attachment to legacy systems that banks and finance companies have been holding onto for years, despite the wave of new technologies in business and communications. It’s actually self-service.

Finance 64

Finance Banking Technology Chatbots 64

Cisco - Contact Center

AUGUST 3, 2023

Seriously, can’t Joe in finance resist clicking on that sketchy a… Read more on Cisco Blogs Introduction In today’s ever-changing digital landscape, there is a pervasive threat that continues to grow: phishing attacks.

Finance 93

Finance 93

NICE inContact

APRIL 4, 2018

Contact centers are no exceptions, a bit slower than application market in terms of cloud adoption given the behemoth telephony component. Frost & Sullivan reports show on-premises contact center systems market drop by 6% with a simultaneous 12% growth in cloud contact center market. Innovation for IT.

Contact Center 48

Contact Center Finance Cloud contact Enterprise 48

Talkdesk

MAY 5, 2020

Today, with the increasing adoption of remote work, the idea of the “traditional” contact center is rapidly evolving. You, a freshly-minted contact center agent, are able to work from anywhere, logging into your contact center software to help customers wherever they are. What to expect when you’re working?

Contact Center 57

Contact Center Contact center software Transportation Finance 57

NICE inContact

DECEMBER 12, 2016

When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service?

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

NICE inContact

MAY 29, 2018

Here are the 4 simple steps for transforming your CX to win: Build a business case to invest in contact centers. Contact centers are the powerhouse that deliver exceptional and consistent CX every time, every day. Start building your business case on investing in contact centers. Reinvent CX!

Contact Center 56

Contact Center Customer Experience Finance Technology 56

Cisco - Contact Center

JUNE 20, 2023

Today’s consumers expect connected and personalized interactions as standard, and the best finance firms can do this while retaining customer loyalty. In order to achieve positive outcomes during the … Read more on Cisco Blogs

Finance 80

Finance Management Personalization 80

NICE inContact

MARCH 21, 2018

In part one of this blog series, we looked at the basic differences between cloud native and cloud hosted models and in part two on some of the pros and cons of the two models as it relates to IT leaders. This part will focus on the two models from the perspective of a Contact Center Operations Leader. You can now achieve that.

Contact Center 57

Contact Center Customer Experience Finance Scripts 57

Balto

AUGUST 3, 2022

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Cisco - Contact Center

DECEMBER 5, 2023

I started my career as a contractor with Cisco back in December 2003 with the Support Delivery Services IT Finance team. Even as a contractor, I could see from day one the incredible culture Cisco… Read more on Cisco Blogs

Finance 52

Finance Engineering Customer Experience 52

TeleDirect

AUGUST 25, 2022

Looking for the most effective call center strategies in the financial industry? At TeleDirect, we are experts on how to manage a call center efficiently in the finance sector ! Today, we’re here to share our top three most important practices for financial organizations to remember when running a call center.

Best practices 62

Best practices Call Center Finance outsourcing 62

Beyond Philosophy

AUGUST 15, 2019

Peppers also thinks this is promising because it opens the doors to contact center analysis for observational data. Peppers would like to see an effort to quantify the sentiments of customers in the contact centers to see if customers were actually pleased with the experience or not. . The Effect of CX on Lifetime Value.

Metrics 314

Metrics Finance Surveys Consulting 314

NICE inContact

OCTOBER 2, 2018

For more than a decade, floor-plan financing provider NextGear Capital has been helping independent automotive dealers—now over 23,000 of them in the U.S., Canada, UK and Ireland—with customized inventory finance solutions. The post NextGear Capital Drives Growth and Improves CSAT 10% appeared first on NICE inContact Blog.

Automotive 59

Automotive Interactive Voice Response Finance Contact Center 59

Skybridge

DECEMBER 8, 2022

A respected expert in finance, strategy, functional integrations, and merger and acquisition transactions, she has earned a reputation for building high-performing teams and delivering innovative, balanced solutions that consistently drive superior client, employee, and investor satisfaction.

Finance 52

Finance outsourcing Customer Care Accountability 52

Blueship Call Center

JUNE 21, 2023

Depending on the business and sector, some of the operations they carry out include data management, accounting, finance, technology, and many more areas. They serve a variety of industries, including those related to government, finance, law, business, insurance, information technology, and healthcare facilities.

outsourcing 63

outsourcing Finance Government Customer Care 63

ShepHyken

JULY 13, 2018

In a B2B however, there can be multiple stakeholders involved, in which case, a more meticulous approach may be required to balance the interests of upper management, various departments such as legal, finance, marketing, and their own customer mapping systems. Final Words.

B2C 38

B2C Customer Experience B2B Journey mapping 38

Talkdesk

JUNE 18, 2020

This is a guest blog from Amanda Verner, Marketing Manager at ProcedureFlow , a Talkdesk AppConnect partner. By combining the power of a knowledge base, workflow and agent scripting, contact centers can reduce agent effort and provide the best possible customer experience. ProcedureFlow makes your employees experts faster.

Management 63

Management Government Call flow Scripts 63

Blueship Call Center

DECEMBER 12, 2023

The idea of outsourcing first surfaced as a way to relieve businesses of the burden of handling non-core operations, which may include everything from payroll and human resources to finance and accounting. Does the vendor have a good reputation both with clients and in the contact center sector? Reputation.

outsourcing 73

outsourcing Call Center Business Process Outsourcing Contact Center 73

Quiq

DECEMBER 5, 2019

More Insider Tips Straight From The Quiq Blog. Loan processing velocity, abandonment reduction and expired application rescues; collection prompts including repayment and delinquency; and contact center enhancement are […]. Implementing messaging in your organization means maintaining TCPA compliance. Coming Soon. Read Article.

Finance 52

Finance Contact Center Self service Best practices 52

NICE inContact

JUNE 26, 2018

In part one of the blog series, we looked at a framework for building a business case to invest in customer experience technologies. In part 2 , we looked at KPIs that drive enhanced customer experience and in part 3 , we looked at how contact centers can increase customer lifetime value. Sheer keeping lights on operations.

Customer Experience 77

Customer Experience Contact Center Finance Consulting 77

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. To integrate QnABot with Amazon Connect , see Connecting QnABot on AWS to an Amazon Connect call center.

Self service 104

Self service APIs Transportation Contact Center 104

Plantronics

FEBRUARY 23, 2021

Meeting necessary security requirements during a time when so much of our work happens remotely has been a real concern for those working in areas such as finance, healthcare, government, and call centers that routinely handle sensitive information.

Finance 52

Finance Government Healthcare Call Center 52

OctopusTech

SEPTEMBER 13, 2023

Call center outsourcing comes under Business Process Outsourcing (BPO) services that provide a wide range of customer care support like technical support, help desk support, telemarketing, appointment setting, marketing, finance, and many more. However, this problem can be solved by choosing a contact center outsourcing services.

outsourcing 62

outsourcing Call Center Finance Contact Center 62

Monet Software

OCTOBER 30, 2018

Still considering whether to add a workforce management solution to your contact center? There are many reasons doing so is a good idea, and in this blog we’re going to focus on the operational benefits this solution provides. For contact center managers this is a precious and limited resource.

Finance 48

Finance Contact Center Management 48

Brad Cleveland Blog

NOVEMBER 3, 2023

Your finance department may have an ROI calculator … Continue reading → The post The ROI of Customer Service: Overcoming Objections appeared first on Brad Cleveland. Understanding the value of customer service and how to quantify that value has never been so important.

Customer Service 52

Customer Service Finance Contact Center Call Center 52

Aspect

JANUARY 28, 2019

Consider contact center agents across the healthcare and finance verticals, just to name a few. The post Agents Managing Difficult Situations: Maybe it’s In Their DNA appeared first on Aspect Blogs. They are often faced with sensitive details that require listening and empathy.

Management 82

Management Finance Healthcare Call Center 82

Babelforce

DECEMBER 9, 2021

The scalability that SaaS platforms offer enables contact centers to better deal with these rising volumes. Again, this bolsters the contact center. However, other departments – such as marketing, design, and finance – also benefit from a fully integrated SaaS solution. babelforce is here to help.

SaaS 52

SaaS APIs Contact Center CRM 52