Call Experts

OCTOBER 5, 2023

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. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Hodusoft

MAY 10, 2024

A Comprehensive Guide to Virtual Call Center and Contact Centers Even though virtual call centers and contact centers have been around for quite some time, they have gained widespread popularity in the last four to five years only. What Are Virtual Call Centers and Contact Centers?

virtual call center 52

virtual call center Call Center Contact Center call center software 52

Beyond Philosophy

DECEMBER 16, 2021

Consumers these days are more informed when they come to your retail centers today than they once were. I heard an excellent success story about the digital transformation of a formerly analog experience at a recent CX Network Live event. To register for the next CX Network Live event, please click here. Then, COVID hit.

Sales 195

Sales Consulting Consulting Customer Experience 195

Hodusoft

MAY 17, 2024

If you are in the call center or contact center industry, you must have come across the term at least once. This blog post covers everything from what is Computer Telephony Integration (CTI for short), history and evolution of CTI, how CTI works, benefits of CTI, types of CTI, features of CTI, and how to handpick the right CTI.

Interactive Voice Response 52

Interactive Voice Response CRM Contact Center Call Center 52

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Here’s the thing about contact center agents and the word “No” I firmly believe that contact center agents don’t actually like to tell customers they can’t do something.

Upselling 83

Upselling Contact Center Engineering Banking 83

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. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Hodusoft

SEPTEMBER 18, 2023

HoduSoft, an innovative provider of unified communications and BPO solutions, will be one of the prominent participants at this event. In this blog, we will explore what this exciting event holds and how HoduSoft is going to make an impact by participating in this event.

outsourcing 52

outsourcing Business Process Outsourcing Contact center software Finance 52

Callminer

DECEMBER 17, 2019

Call centers , in particular, represent just one facet of a large and varied international outsourcing industry. However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Call Center Workforce Statistics.

Call Center 207

Call Center outsourcing Contact Center Finance 207

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

Spearline

JULY 13, 2021

At Spearline, many of our customers have contact centers situated worldwide, used for customer service, sales, and product information. Therefore, one of the purposes of the Spearline blog is to educate our readers and update them with the latest and most relevant pieces of information, including trends in the contact center industry.

Contact Center 98

Contact Center Telecommunications Surveys Analytics 98

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

Aspect

MAY 18, 2020

It’s a brave new world for contact centers in the wake of the COVID-19 crisis. In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16 , and a recent Gartner poll of CFOs indicates that 74% think telecommuting will become permanent.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

Monet Software

JANUARY 20, 2021

As a long-time industry analyst focused on the contact center workforce optimization market, I have long questioned why small to medium-size (SMB) businesses do not get more love from the major WFO vendors. There are approximately 70,000 contact centers in the United States, and 88 percent of these have 150 or fewer agents.

contact center workforce 118

contact center workforce Contact Center Service level Engineering 118

Beyond Philosophy

JANUARY 12, 2022

Goebel describes himself as a technology solution evangelist with a passion for leveraging the potential for connecting the physical product world with the internet. The software solutions and platforms exist to handle the interface, and cross-carrier cellular connectivity has become reliable.

Contact Center 195

Contact Center Enterprise Technology Education 195

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

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 66

Cloud contact Self service Contact Center Virtual Agent 66

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . One of the most important aspects of a call center is that phone traffic flows correctly…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Excellent customer experience is a must and should never be overlooked. If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. CX matters!

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

Talkdesk

SEPTEMBER 11, 2017

This is a free opportunity to hear from industry thought leaders on how to create an intelligent, efficient and customer-aware contact center through cloud, mobile and AI technologies. You will walk away with actionable tactics to immediately improve your customer interactions and design your intelligent contact center.

Contact Center 47

Contact Center Consulting Consulting Analytics 47

Upstream Works

JANUARY 20, 2023

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. CX Trend: Make it Personal A weak economy impacts everyone, so it is important for contact centers to understand how this impacts their customers.

Contact Center 78

Contact Center Upselling Customer retention Technology 78

Upstream Works

AUGUST 5, 2021

As momentum continues to build for cloud adoption in the contact center space, the business case for supporting this decision becomes clear. These are a few specific examples of how cloud benefits the contact center and any one of these is sufficient to justify the investment. Rich Features Offer Personalized CX.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

Nicereply

NOVEMBER 16, 2022

As a support manager, you probably work daily with a bundle of online tools. But what are the tools every support manager needs to know about? In this article, you’ll find the essential equipment you need to be effective as a support manager. Critical tools for every customer support manager. Which are the best?

Management 98

Management Analytics Feedback Surveys 98

TeleDirect

FEBRUARY 14, 2024

At TeleDirect, we deliver cloud-based contact center solutions to companies and industries across America. Cloud Contact Center: What Is It & How Does It Work? Customer contact centers have come a long way. What Is a Cloud Contact Center? Your brand can provide this, too.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48

Spearline

AUGUST 26, 2022

Let’s take a look at upRTC and see how this robust webRTC monitoring solution can ensure you sleep like a baby. The dream team As part of the testRTC suite of quality assurance solutions, upRTC is focussed on actively monitoring your application, validating live up-time and media quality. And we even monitor our own monitors.

Scripts 98

Scripts Benchmark Metrics Contact Center 98

Cisco - Contact Center

DECEMBER 8, 2020

With Slido technology, Webex will soon offer a best-in-class audience engagement platform that significantly heightens participant engagement before, during and after meetings and events, across in-person and virtual audiences. The new Webex Contact Center is: Intelligent and Omnichannel. The Webex Desk Camera.

Contact Center 144

Contact Center Wireless Personalization Technology 144

AWS Machine Learning

JULY 29, 2022

Establishing highly efficient contact centers requires significant automation, the ability to scale, and a mechanism of active learning through customer feedback. In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR).

Contact Center 91

Contact Center Interactive Voice Response Self service Accountability 91

SharpenCX

AUGUST 19, 2021

In a short, 15-year time span, Shopify’s shapeshifted into one of the world’s leading supporters of small businesses, now powering more than a million stores and generating more than $307 billion in annual economic impact across the globe. >> Shopifolks invest in customer support. With Shopify – you get answers fast.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

3CLogic

JANUARY 24, 2024

When a customer contacts your business, what’s their first impression? 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.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. CCaaS is the acronym for Contact Center as a Service. That resulted in the innovation of cloud-based contact center software.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

JustCall

MARCH 7, 2023

Whenever you hear the term contact center, you imagine cubicles filled with employees, headsets on their heads resolving customers’ queries. Thanks to cloud contact center solutions, today, organizations can host their contact centers at a third-party data center.

Contact Center 52

Contact Center Cloud contact Contact center software contact center solutions 52

JustCall

APRIL 3, 2024

But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. Let’s explore the top 10 tips high call volume call centers could use. This sudden influx of calls can be anything – from customers reaching out and potential leads dialing in to support requests.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 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

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. billion in 2023 to USD 111.37

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Contact Center 98

Contact Center Self service Call Center Analytics 98

TeleDirect

DECEMBER 14, 2023

For those unfamiliar with dedicated inbound and outbound call center solutions, many think they’re simply about taking customers’ calls when a company is closed or their staff is busy. In a call center, call agents may handle inbound and outbound calls. Au contraire! What Are Inbound and Outbound Calls?

Education 62

Education Call Center Sales call center solutions 62

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