NobelBiz

APRIL 2, 2020

Our first live webinar is here: hear us discuss Coronavirus in the context of the global contact center market with our Host, Christian Montes, and guests Christa Heibel and Steve Bederman. And if you don't have time to watch, read the top tips they had in a short summary of the webinar right here!

Contact Center 52

Contact Center Marketing 52

Cisco - Contact Center

FEBRUARY 21, 2020

According to Cisco’s global contact center survey, 53 percent of contact centers report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges. Webinar Highlights. Learn More.

Customer Experience 77

Customer Experience Customer centricity contact center solutions Contact Center 77

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. Doing so, will transform your contact center from a cost-center into a revenue generator.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Cisco - Contact Center

SEPTEMBER 3, 2020

According to Cisco’s global contact center survey , more than half of contact centers now report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges. Join our Future of Work Webinar.

Contact Center 80

Contact Center contact center solutions Analytics Surveys 80

Balto

DECEMBER 4, 2023

This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. Every contact center has the capability to add value to their company through customer acquisition. Get Clear on the Goal and Mission of Your Contact Center First, define what you’re trying to accomplish in your contact center.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

Aspect

NOVEMBER 10, 2020

A workplace environment that supports agents’ needs and desires can help improve your contact center by reducing high tur nover rates while also setting agents up for success. Each year, Aspect conducts a survey of more than 500 contact center agents in order to see how their attitudes and preferences may be evolving. .

Contact Center 62

Contact Center Surveys 62

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

Enghouse Interactive

FEBRUARY 9, 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 #3 of 4: Customer-facing agents. Find out more by registering for our upcoming webinar: . Back office support.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Monet Software

FEBRUARY 6, 2019

A Valentine’s Day Webinar from Monet and NewVoiceMedia. It’s Valentine’s Day in the Contact Center. In this insightful webinar, learn how Inogen is using NewVoiceMedia and Monet to help make their customers and employees fall head over heels in love and how you can get your customers and agents to feel that way about you.

Contact Center 48

Contact Center Coaching Management 48

Cisco - Contact Center

MAY 13, 2020

An invitation from Vinod Muthukrishnan, Chief Growth Officer for Cisco Contact Center, and Matthew Saskin, Vice President of Customer Experience for Selligent. For many organizations, delivering a great customer experience starts with the contact center as perhaps the only point of contact. Join our Webinar.

Customer Experience 80

Customer Experience Contact Center contact center solutions Analytics 80

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. The post Guest Blog: Emphasizing the Human Side of Remote Work appeared first on Calabrio. Let’s face it, the workplace will forever look different.

Contact Center 96

Contact Center Technology Personalization Management 96

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. Will Avaya soar upwards, freshly unburdened from its decade of debt?

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. As part of his role, Hoffman works directly with clients on projects such as e-books, white papers, executive Q&As, case studies, and webinars. Shep Hyken.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

Aspect

APRIL 6, 2020

This week we’re sharing a special edition of our next ASUGA webinar, Thursday, April 9 th at 12:00 PM EDT (17:00 BST, 9:00 AM PDT) There is no Such Thing as the “New Normal” – Lessons Learned in Rapid Migration to Remote Based Work. The post Webinar: Lessons Learned in Rapid Migration to Remote Based Work appeared first on Aspect Blogs.

Cloud contact 87

Cloud contact Call flow Best practices Contact Center 87

CX Global Media

JULY 17, 2018

How would you describe your contact center supervisors? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. Ineffective? Overworked? Undertrained? Dream team? The Supervisor Journey.

Contact Center 179

Contact Center Coaching Construction Call Center 179

Monet Software

MARCH 10, 2021

Will remote agents continue to represent a significant proportion of the call center workforce? Or will SMB contact centers and clients rush to bring employees back to the traditional production floor? The contact center workforce was already going remote. Here’s why. Flexibility & Scalability. Cost-savings.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Cisco - Contact Center

JUNE 18, 2020

Driving Business Growth for Customers with the Intelligent Contact Center. Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Contact Center Installed Base. Identified by Aragon Research. Focus on AI.

Contact Center 118

Contact Center Enterprise contact center solutions Cloud contact 118

SmartAction

FEBRUARY 27, 2023

So, What’s the best solution for the contact center? For even more information on the differences between IVA and IVR, check out this blog post! Get a Demo Related Content BLOG IVA is the new IVR Discover why people are choosing IVA over IVR and how it can take your business to the next level.

Interactive Voice Response 74

Interactive Voice Response Contact Center Virtual Agent Self service 74

Aspect

JUNE 24, 2021

The next ASUGA webinar, Proactive Outreach and Debt Collections Best Practices for Positive CX will explore the importance of balancing compliance with agent productivity. The post Webinar: Proactive Outreach and Debt Collection Best Practices for Positive CX appeared first on Aspect Blogs.

Best practices 62

Best practices Contact Center Technology Customer Experience 62

Aspect

JUNE 2, 2020

Aspect Workforce Management ( WFM ) has been a leader in the contact center workforce management industry for decades and we plan to keep it that way. The post Webinar: See What’s New with Aspect® Workforce Management™ appeared first on Aspect Blogs. Register now to save your seat! Want to learn more about ASUGA?

contact center workforce 62

contact center workforce Management Contact Center 62

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. Blog #2 Microsoft Teams Drives Agent Productivity. This blog will focus on how it helps enhance agent productivity. Self-Service Helps Agents Too.

Self service 52

Self service Contact Center CRM Quality management 52

Aspect

JULY 23, 2020

If you’d like to learn more about what’s new in this release, join us for the upcoming ASUGA webinar, What’s New in Aspect Unified IP 7.4 New capabilities to help customers operate outbound contact centers efficiently, effectively and in compliance with national, regional and local regulations . Not an ASUGA member?

Contact Center 62

Contact Center Management 62

Aspect

NOVEMBER 17, 2017

Thanks to workforce management software, it’s possible to have a truly effective contact center that balances the needs of the customer, the enterprise, and the agent. We’ve brought together an industry analyst, WFM product experts, and a customer use-case to provide insights and answer questions in this three-session webinar series.

Best practices 91

Best practices Consulting Consulting Enterprise 91

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

Cisco - Contact Center

FEBRUARY 18, 2020

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I I need easy access to cloud-based applications that work seamlessly with my on-premises contact center infrastructure”. Do These Challenges Sound Familiar? You’re not alone!

Contact Center 112

Contact Center Enterprise Self service contact center solutions 112

ProProfs Blog

DECEMBER 22, 2020

This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. And that’s not the only change businesses had to accommodate while running a contact center for chat support. Challenges Faced by Contact Centers. That’s not all.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

NICE inContact

AUGUST 19, 2019

That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. Access this webinar now: Analytics and Optimization – Real Results with Automated Benchmarking. How you stack up against external standards and industry peers?

Benchmark 55

Benchmark Contact Center Best practices Enterprise 55

NICE inContact

AUGUST 19, 2019

That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. Access this webinar now: Analytics and Optimization – Real Results with Automated Benchmarking. How you stack up against external standards and industry peers?

Benchmark 54

Benchmark Contact Center Best practices Enterprise 54

CX Global Media

JULY 17, 2018

How would you describe your contact center supervisors? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. Ineffective? Overworked? Undertrained? Dream team? The Supervisor Journey.

Contact Center 136

Contact Center Coaching Construction Call Center 136

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Engineering Education Banking 52

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Many of the unique webinar’s talking points are expanded here in this article. Struggling with an ever-decreasing contact rate became routine in the contact center space.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

Enghouse Interactive

AUGUST 26, 2020

It’s Not an Option – It’s Expected (Blog Series). Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”. Watch for our next blog in this series, coming September 3rd: What Do Customers Want? Doing so can transform your contact center from a cost-center into a revenue generator. .

Self service 58

Self service Contact Center CRM Customer Support 58

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. The post Guest Blog: Emphasizing the Human Side of Remote Work appeared first on Calabrio. Let’s face it, the workplace will forever look different.

Analytics 59

Analytics Contact Center Technology Personalization 59

Aspect

JANUARY 23, 2020

Join us for our upcoming Aspect Software User Group Association (ASUGA) webinar , Thursday, February 13, 2020 at 12:00PM EST : Going Beyond Channels: The Importance of Delivering Omnichannel Experiences. . Join this webinar to learn: . How contact centers can provide omnichannel experiences to their customers.

Banking 62

Banking Interactive Voice Response Contact Center Technology 62

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

Cisco - Contact Center

JANUARY 27, 2020

In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results. Integration of new cognitive capabilities powered by Voicea and Google Cloud’s Contact Center AI that turn your agents into “super agents”. Announcement Highlights.

Contact Center 74

Contact Center contact center solutions Enterprise Cloud contact 74

Uniphore

JUNE 21, 2021

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. The Ultimate Playbook for Contact Center Automation Download Now 3. A Center of Excellence (COE) should be in place to review any backlog and make recommendations on what fits into RPA and what doesn’t.

Best practices 59

Best practices Contact Center Call Center Technology 59