Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. Self-Service Helps Agents Too.

Self service 52

Self service Contact Center CRM Quality management 52

NICE inContact

JUNE 5, 2019

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. So how can you effectively “treat” your contact center with invaluable coaching medicine? Select the Right QM Platform.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

Aspect

JANUARY 3, 2018

If your contact center is not already thinking seriously about the cloud, there might be a lesson to be taken from other soft ware users. What’s the view of cloud software in the contact center at ground level? Of the remaining contact centers that are completely on-premises, 58% will move to the cloud by 2020.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

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. RELATED ARTICLE What is IVR?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Watch for our next blog on October 22nd: Key Learnings from our Webinar with Kate Legget of Forrester. Doing so, will transform your contact center from a cost-center into a revenue generator.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Certified Languages International

NOVEMBER 10, 2020

language services industry (hi, Lionbridge and TransPerfect), we’ll be focusing on the top companies that primarily provide remote interpreting services, like video and telephone interpretation. Related: Which Is Better for Healthcare: Video or Phone Interpreters? Stratus Video. Let’s take a closer look. LanguageLine Solutions.

Healthcare 52

Healthcare Government Enterprise Banking 52

Aspect

AUGUST 26, 2019

Since childhood we’ve been taught that knowledge is power, and the contact center is no exception to this rule. The contact center is drowning in information but starving for knowledge. That’s exactly what Performance Management (PM) does in the contact center, but it’s a long road from information to knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

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. Skills Required for Call Center Agents.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Enghouse Interactive

JUNE 17, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #1 Enhancing the Customer Experience. This new reality presents the contact center industry with an excellent opportunity to integrate with Teams and provide seamless company-wide collaboration capabilities across their customer’s organizations.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Sikorski's Think Abouts

APRIL 5, 2015

Optimize Contact Center performance. Own the quality of their team. Warmest regards, Laura Sikorski – Independent Call Center Consultant. WebTV Show Video Archives [link]. Correct undesirable behaviors. Improve communications skills. Increase productivity. Decrease Employee Turnover. lsikorski@laurasikorski.com.

Coaching 45

Coaching Calibration Contact Center Call Center 45

Monet Software

DECEMBER 21, 2018

February also featured the debut of our YouTube video series “Headcetera,” a lighthearted look at how two contact centers ­– one with workforce management software, one without – face the challenges of forecasting and scheduling. 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

Enghouse Interactive

MAY 2, 2022

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contact center solutions 76

contact center solutions Self service Quality management Interactive Voice Response 76

Enghouse Interactive

MARCH 23, 2022

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contact center solutions 76

contact center solutions Self service Quality management Interactive Voice Response 76

Aspect

SEPTEMBER 21, 2018

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest. Issue noise cancelling headsets.

At home agents 78

At home agents Coaching Gamification Metrics 78

Brad Cleveland Blog

NOVEMBER 28, 2018

You’d likely notice some hairstyles that you don’t see every day at some tech contact centers.

Contact Center 26

Contact Center Management Quality management Call Center 26

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. Skills Required for Call Center Agents.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

Sikorski's Think Abouts

APRIL 19, 2015

Warmest regards, Laura Sikorski – Independent Call Center Consultant. WebTV Show Video Archives [link]. If not, what is your plan to prove why you need more? Thank you for reading and sharing! lsikorski@laurasikorski.com.

Calibration 40

Calibration Call Center Consulting Consulting 40

Brad Cleveland Blog

NOVEMBER 28, 2018

You’d likely notice some hairstyles that you don’t see every day at some tech contact centers. Some centers who cater to a younger workforce have break room amenities, such as video game consoles, that put most others to shame. Cultures vary dramatically from one organization to the next.

Contact Center 20

Contact Center Management Quality management Call Center 20

Brad Cleveland Blog

NOVEMBER 28, 2018

You’d likely notice some hairstyles that you don’t see every day at some tech contact centers. Some centers who cater to a younger workforce have break room amenities, such as video game consoles, that put most others to shame. Cultures vary dramatically from one organization to the next.

Contact Center 20

Contact Center Management Quality management Call Center 20

Monet Software

FEBRUARY 19, 2019

Does your contact center offer messaging as an option? It also allows a way for photos or even video to be incorporated into the exchange, if that becomes necessary. That doesn’t always happen when contact centers turn over control of the messaging channel to chatbots. If not, it most likely will very soon.

Chatbots 63

Chatbots Upselling Contact Center Surveys 63

Brad Cleveland Blog

MAY 5, 2022

In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and why improving processes is where you’ll make substantial progress. Your quality standards set the mark. But it’s the underlying processes where the real improvement opportunities are.

Customer Service 29

Customer Service Quality management Contact Center Call Center 29

Enghouse Interactive

FEBRUARY 5, 2021

Unified communication (UC) tools such as Microsoft Teams, which allow staff to work together closely, communicate through chat, voice or video and share documents provide a platform to recreate the positive side of the office, wherever people are working from. Quality management systems.

Self service 40

Self service Coaching Chatbots Quality management 40

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. HoduCC – Contact Center Software.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Brad Cleveland Blog

MAY 5, 2022

In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and why improving processes is where you’ll make substantial progress. Your quality standards set the mark. Customer service involves many variables.

Customer Service 26

Customer Service Quality management Contact Center Call Center 26

Brad Cleveland Blog

MARCH 23, 2022

Managing customer feedback includes both short and long-term objectives. This video explores what it takes to respond to feedback as it happens, the tactical aspect of managing customer feedback.

Feedback 29

Feedback Management Quality management Surveys 29

Brad Cleveland Blog

DECEMBER 10, 2020

In this video, I summarize three tools that we often recommend for their usefulness in customer service settings. This video is from … The post Root Cause Analysis in Customer Service first appeared on Brad Cleveland. Typically, several possibilities surface and they all seem plausible.

Customer Service 29

Customer Service Customer Experience Quality management Contact Center 29

Brad Cleveland Blog

MARCH 23, 2022

Managing customer feedback includes both short and long-term objectives. This video explores what it takes to respond … Continue reading → The post Managing customer feedback in real time appeared first on Brad Cleveland.

Feedback 26

Feedback Management Quality management Surveys 26

Brad Cleveland Blog

MARCH 10, 2022

I explain these seven key principles in this video from my LinkedIn Learning course “Customer Service: Motivating Your Team.” I’ve seen that seven key principles are always at work in great organizations. These organizations see both employee engagement and business returns improve. As … The post Want engaged employees?

Employee engagement 26

Employee engagement Customer Service Quality management Contact Center 26

Brad Cleveland Blog

MAY 29, 2020

The video below from the LinkedIn … ” I think they picture a frustrated customer across the counter or perhaps calling or posting a message that describes a problem. But there’s so much more to it.

Customer advocacy 34

Customer advocacy Quality management Contact Center Call Center 34

Enghouse Interactive

JULY 27, 2020

Transform the Contact Center with Microsoft Teams (blog Series). Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. Blog #3 Seeing is Believing! Transform your Contact Center with Microsoft Teams. Seeing is Believing.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Brad Cleveland Blog

NOVEMBER 11, 2020

Learn more about how to encourage self-coaching in this video “Coaching for Improved Performance” from my LinkedIn Learning course Customer Service: Motivating Your Team. But the ultimate leadership secret is to approach training, coaching and performance standards as opportunities to empower your employees to coach themselves.

Coaching 29

Coaching Customer Service Quality management Contact Center 29

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts . Here’s how to do the right thing, right now.

Contact Center 56

Contact Center Analytics Self service Finance 56

Brad Cleveland Blog

FEBRUARY 7, 2019

Is it a good idea to establish an overall measure of quality service? Learn more about how to best choose an overall objective in the video below … Continue reading → The post Establishing an Overall Objective for Quality Service appeared first on Brad Cleveland.

Quality management 26

Quality management Contact Center Call Center Customer Service 26

Brad Cleveland Blog

JULY 24, 2018

This video from my … Continue reading → The post Common Misconceptions of Customer Service Quality Standards appeared first on Brad Cleveland. Why is that? They’re a good thing, right? Dig a little deeper, and we’ve found there are several common misconceptions that can hamper their development and use.

Customer Service 26

Customer Service Quality management Contact Center Call Center 26

Brad Cleveland Blog

MAY 29, 2020

The video below from the LinkedIn … ” I think they picture a frustrated customer across the counter or perhaps calling or posting a message that describes a problem. But there’s so much more to it.

Customer advocacy 20

Customer advocacy Quality management Contact Center Call Center 20

Enghouse Interactive

APRIL 13, 2021

Organizations traditionally invested in their contact center infrastructure, as a standalone premise-based solution, with a view to the long term… that usually meant that they would sweat those assets over a 10-15 year lifecycle. So, how is this relevant to an organization that has an on-premise contact center?

Contact Center 91

Contact Center Morale Technology Self service 91