Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. it’s one of the best CCaaS solutions on the block.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

Babelforce

APRIL 6, 2022

In this post: What we mean when we talk about KYC Know Your Customer is easy to set up KYC is the first step in personalized service How KYC benefits the contact center Next steps for better KYC. This could be by delivering personalized self-service options through an IVR. KYC benefits contact centers in many ways.

Self service 52

Self service Interactive Voice Response CRM Call Center 52

Avaya

DECEMBER 1, 2016

The latest release of Avaya IP Office Contact Center takes into account midsize businesses’ needs and requirements for simplicity and affordability, and the desire to deliver a top-notch customer experience. Your CRM system can be a tremendous boost to contact center agent productivity by simply linking one platform to another.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

VocalCom

JULY 15, 2019

You may discover problems such as insufficient IVR menus, poor communication among agents, or a difficult checkout process. As Aberdeen Group points out, the financial benefits of mapping are tremendous: an 18 times faster average sales cycle, 56% more revenue from cross-selling and upselling, and 3.5

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Upselling 48

OctopusTech

SEPTEMBER 9, 2023

Call center outsourcing refers to a strategic business decision made by a company to delegate its customer support inquiries from a third-party source often called a Business Process Outsourcer (BPO) rather than hiring an in-house team of employees. In addition to this, they are also trained in upselling techniques.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Global Response

JULY 17, 2023

When you’re managing your call center internally, you need to purchase and manage: telephony systems VoIP softphone, IVR systems and auto-dialers call recording and QA software physical hardware and servers CRM databases office / storage space workforce management software physical equipment like laptops and headsets and more!

Call Center 62

Call Center outsourcing Upselling Self service 62

VocalCom

APRIL 9, 2018

Understanding your customers’ behavior is critical to identifying opportunities for upselling and cross-selling. AI may also be used to make IVR menus function more efficiently, routing customers to qualified agents as quickly as possible. The post 5 Ways AI Can Drive Proactive Customer Service appeared first on Vocalcom Blog.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

Serenova

AUGUST 11, 2020

In recent years, businesses have evolved the role of call center agents to help customers through a variety of mediums giving birth to the omnichannel contact center. This has further extended the role of the contact center agent and created new complexity for agents. Ability to Learn Fast.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

SmartAction

JUNE 9, 2023

Let’s explore this growing technology by understanding what it truly is, reviewing some examples of its applications, diving into its inner workings, and highlighting the associated benefits and challenges businesses and contact centers should consider. Table of Contents What is Conversational AI?

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

VocalCom

JULY 31, 2017

For example, is the customer able to connect to an agent quickly through an IVR menu? Can he switch from social media to the voice channel with ease? What is his satisfaction score post contact? Such brands enjoy an average sales cycle that is 18 times faster, with 56% more revenue from upselling and cross-selling efforts.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Upselling 48

24-7 InTouch

FEBRUARY 25, 2020

In our most recent blog post , we discussed the importance of customization when it comes to communicating with client partners and recruiting and hiring for dedicated programs. With one of our retail programs, we designed a custom reporting function that systematically ties customer satisfaction to specific IVR dispositions.

Brand ambassadors 52

Brand ambassadors Customer Service Calibration Average Handle Time 52

Serenova

AUGUST 11, 2020

In recent years, businesses have evolved the role of call center agents to help customers through a variety of mediums giving birth to the omnichannel contact center. This has further extended the role of the contact center agent and created new complexity for agents. Ability to Learn Fast.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

JustCall

APRIL 5, 2023

In this blog, we will explore what customer success management is about, the instrumental role its software plays in driving customer success, as well as the various customer success management tools utilized in this endeavour. This allows more opportunities for your team to upsell and cross-sell to customers.

Management 52

Management CRM Analytics Customer retention 52

Contact Center Pipeline

NOVEMBER 30, 2022

This month, our blog readers were interested in a variety of topics affecting their centers. Leslie discusses the skill that is of the utmost importance for our remote workers–writing well. The pandemic has brought a surge in independent workers, and Kim helps our readers learn how best to navigate these contract arrangements.

Upselling 29

Upselling Self service Cloud contact Multichannel 29

Babelforce

APRIL 28, 2021

As the front line between your company and customers, contact centers are key to fostering this loyalty. This article will explore six easy-to-implement call center customer service tips to improve your support. 6 easy-to-implement call center customer service tips. #1 But the key tool in contact centers is your IVR.

Call Center 52

Call Center Average Handle Time Customer Service Interactive Voice Response 52

SmartAction

JANUARY 28, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) in the contact center. The advantages of automating more customer care-related processes are real and it’s important to understand why these new AI-powered options are superior to the traditional automation that most contact centers offer.

Virtual Agent 48

Virtual Agent Interactive Voice Response Self service Contact Center 48

Noble Systems

OCTOBER 17, 2019

This blog will explore what constitutes a true omnichannel experience, the business benefits and challenges, and enabling technologies/functionality. All of this data is then available to contact center agents and others throughout the company so that customers’ questions and issues can be addressed more expeditiously.

Self service 57

Self service Gamification Contact Center Interactive Voice Response 57