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

NICE inContact

APRIL 13, 2016

A mechanic would have a tough time trying to perform even basic maintenance on a vehicle without a good set of tools. It may be possible to change an oil or air filter without tools, but how about changing a flat tire or replacing the alternator? Do you know which topics or issues come up the most during calls in your contact center?

Contact Center 69

Contact Center Management At home agents Coaching 69

Cisco - Contact Center

AUGUST 18, 2020

Welcome to Our Monthly Feature Update Blog Series. To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. Customers can purchase a Webex Contact Center subscription and include Cisco PSTN calling and be up and running in as little as five days.

Contact Center 126

Contact Center contact center solutions Analytics Entertainment 126

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

Talkdesk

SEPTEMBER 18, 2020

This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. Today, agents can no longer give a shout across the room to a subject matter expert (SME) and supervisors can’t just walk down the aisle to assist agents with the right knowledge while they’re on a call.

Management 116

Management Average Handle Time First call resolution Self service 116

NICE inContact

JULY 12, 2016

Keyword mining, trend analysis and targeted quality management (QM), can unleash the full power of your contact center data and provide key insights into your contact center operations. First Call Resolution (FCR) is a metric all contact centers are looking to improve.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

Enghouse Interactive

JUNE 17, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #1 Enhancing the Customer Experience. As an added benefit, studies have found that this approach also reduces lost or abandoned calls, increasing the number of calls handled satisfactorily. Efficiently. ChatBots (a.k.a.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

JustCall

APRIL 13, 2020

And summed up all the best performing hacks in this blog post they are using to achieve team success. We found out that with remote customer support teams, conserving team unity and productivity becomes challenging for Managers. As a customer service manager, happy customers at all times is your priority.

Customer Service 98

Customer Service Interactive Voice Response Analytics First call resolution 98

NICE inContact

NOVEMBER 9, 2018

Strive to have your Average Speed to Answer under 10 seconds and your First Call Resolution (FCR) at around 70%. Consider using feedback tools that let your customers talk back. The post Five Ways to Improve Contact Center Performance – What Every Customer Wishes You Knew appeared first on NICE inContact Blog.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Fonolo

MAY 7, 2015

They are an invaluable research tool and can provide a multitude of ideas on how to do things better. Not only does this help you as a call center manager, but it also makes the agents feel like their voice is being heard, their opinions matter and that they hold an important role in the contact center. Average Handle Time.

Call Center 126

Call Center Management Contact Center Coaching 126

NICE inContact

NOVEMBER 8, 2019

Job one: Delight customers with immediate resolution because you can meet them in their channels of choice with faster service that’s always personalized with the CRM customer information right at hand. link to blog article to be published for October webinar with Swisslog “5 KPIs You Can Improve By Integrating Your Contact Center and CRM”].

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

NICE inContact

JULY 10, 2018

An enterprise-grade, open cloud platform can deploy quickly, scale securely, and offers extensive developer tools, third-party integrations and a network of ecosystem partners. Focus on quality management. According to Aberdeen Group, a research firm that identifies Best-in-Class organizations, top performers focus on quality.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9