Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT. The result to the bottom line?

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

Enghouse Interactive Educates – #2 in a series. Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how?

Quality management 40

Quality management Management Scripts Call flow 40

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. Constant Learning Improves AI Recommendations. Refining the Models.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Watch for our next blog in this series, coming January 26th. AI, Teams UC and Video. . Better Together to Optimize CX. . New approach? Not necessarily…. For some, it’s more of the same, but better. Doing so will transform your contact center from a cost-center into a revenue generator.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

JUNE 17, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #1 Enhancing the Customer Experience. IVR / Mobile IVR / Chatbots / CRM integrations. Properly configured, IVRs have been shown to reduce call abandon rates by upwards of 50%. It’s the best way to create a positive first impression.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

JustCall

MARCH 7, 2023

And the only way to succeed is through an effective contact center management system. This blog will look at the tips and best practices for contact center management. What is Contact Center Management? What key metrics should all contact center managers track?

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

NICE inContact

JULY 12, 2016

Each customer interaction is a potential treasure trove of information that, when properly analyzed and disseminated, will enable your contact center to make the leap from a “cost center” to a revenue contributor. The post Sell the Value of Data Insights to the C-Suite appeared first on inContact Blog.

Interactive Voice Response 48

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

Call Design

FEBRUARY 10, 2022

Solutions such as IVRs, intelligent automation, Workforce Engagement Management, and the relative ease of implementing cloud-based applications have empowered contact centres to increase efficiency despite the current climate.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

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

NICE inContact

SEPTEMBER 27, 2019

Even the smallest of changes took a long time, and streamlining some IVR menu items, for example, took more than a year. Empire launched a search for a contact center provider that could deliver flexibility, scalability, functionality, robust analytics, reporting, visibility and quality management.

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

Call Design

OCTOBER 6, 2020

With Call Design’s Quality Management software, you can assess the quality and effectiveness of your agent’s capabilities. Your customer’s experience should be your top priority. Give your employee’s authority to provide solutions that your customers need.

Customer Service 148

Customer Service Self service Quality management Wait times 148

Serenova

AUGUST 11, 2020

During the past decade, contact centers have begun to adopt new technologies such as cloud-based CRMs, intelligent IVRs, chatbots and true omnichannel capabilities , further highlighting the need for robust agent training to ensure employees are adept at interacting with customers in a variety of modalities.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

NICE inContact

DECEMBER 21, 2015

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. The goal of calibrations is to ensure that everyone who is responsible for call scoring is doing it consistently and fairly. Leverage your Quality Standards Definitions Document (QSDD).

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

Serenova

AUGUST 11, 2020

During the past decade, contact centers have begun to adopt new technologies such as cloud-based CRMs, intelligent IVRs, chatbots and true omnichannel capabilities , further highlighting the need for robust agent training to ensure employees are adept at interacting with customers in a variety of modalities.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. When using these methods, customer responses are collected with a dial pad or voice XML input. Back To CX Accelerator Blog.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

USAN

JUNE 26, 2018

Over the years, they have evolved to incorporate a rather large, rigid stack of products and functions that includes workforce management, quality management, IVR, CTI, automatic callback, and many more. Automatic Call Distributors (ACDs) have been around since the 1970s.

Contact Center 51

Contact Center Automatic Callback Interactive Voice Response Quality management 51

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. How VOC Tools Work Many VOC tools work with the phone system’s interactive voice response (IVR) creator to deliver a telephony-based survey after a call.

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

Aspect

NOVEMBER 13, 2017

According to Pelorous Associates, around 60% of callers will attempt to connect with an operator upon first encountering a traditional Interactive Voice Response (IVR) system when calling a contact centre, with the belief that an IVR is almost always unlikely to be able to answer their query.

Analytics 71

Analytics Interactive Voice Response Self service Quality management 71

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! Nemertes research shows that Microsoft Teams is the most widely used UC solution with 55.9%

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

NICE inContact

MAY 9, 2018

MoneyGram is taking advantage of CXone’s many applications, from CXone Interactive Voice Response to CXone Agent for Salesforce to InView Performance Management for CXone and Engage Quality Management—with nearly limitless benefits to the company and its customers.

Interactive Voice Response 48

Interactive Voice Response Quality management outsourcing Contact Center 48

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we saw the significant advantages that successful companies * achieved when using AI and UC – both on a standalone basis, but with even more success when they combined them. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Finance 56

Expivia

JULY 21, 2021

If an interactive voice response (IVR) system can take care of them, it saves your call center time and money. A combination of IVR and agent interaction is a call center best practice when it comes to technology. You can already find AI chatbots and IVR systems. . It should be a helpful addition.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Hodusoft

NOVEMBER 29, 2022

This blog post lists the top 10 contact center solutions that gained a lot of popularity in 2022 and are poised to keep up the momentum in 2023 and beyond. Out of them, only a few are worthy and enable businesses to excel in their customer service and support endeavors. Choosing the right contact center software is essential for success.

Contact center software 40

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

NICE inContact

AUGUST 6, 2019

Supporting digital-first omnichannel interactions with your customers extends well beyond the agent and needs to be managed holistically across all contact center operations. For effective management, all such systems need to work seamlessly across channels. 7) Incorporating AI capabilities for self-service.

Interactive Voice Response 63

Interactive Voice Response Contact Center Self service Best practices 63

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. The post Monthly Update: Turbocharge Your Contact Center with Cloud-Based Cisco Webex Contact Center appeared first on Cisco Blogs.

Contact Center 116

Contact Center contact center solutions Analytics Entertainment 116

NICE inContact

AUGUST 6, 2019

Supporting digital-first omnichannel interactions with your customers extends well beyond the agent and needs to be managed holistically across all contact center operations. For effective management, all such systems need to work seamlessly across channels. 7) Incorporating AI capabilities for self-service.

Interactive Voice Response 54

Interactive Voice Response Contact Center Self service Best practices 54

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. appeared first on NICE inContact Blog.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

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

MARCH 6, 2018

I have no doubt that every person that reads this blog can recall a time when they received outstanding customer service from a person or company. GEICO famously does this at the end of every interaction, which enables them to accurately state “99% customer satisfaction” in their marketing initiatives. IVR surveys.

Interactive Voice Response 72

Interactive Voice Response Surveys Feedback Analytics 72

Tenfold - Contact Center Blog

DECEMBER 28, 2017

An Automatic Call Distributor (ACD) typically works with Computer Telephony Integration (CTI) systems and Interactive Voice Response (IVR) to intelligently route incoming calls to the most appropriate agent. Over 30 managers in Allianz uses quality management applications for quality monitoring their teams.

call center workforce 54

call center workforce Call Center Technology Management 54

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

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Voice of The Customer. Quality Management. Try these additional resources: BLOG: Call Center Software 101: Introduction to Customer Contact Technology • read.

Management 86

Management Gamification Quality management Schedule adherence 86

NICE inContact

MARCH 6, 2018

I have no doubt that every person that reads this blog can recall a time when they received outstanding customer service from a person or company. GEICO famously does this at the end of every interaction, which enables them to accurately state “99% customer satisfaction” in their marketing initiatives. IVR surveys.

Interactive Voice Response 48

Interactive Voice Response Surveys Analytics Feedback 48

NICE inContact

JANUARY 8, 2019

Younger generations actually do not mind at all to self-serve, or interact with an automated system. We haven’t even started looking into how Quality Management and Analytics can help you to improve CSAT. The post How to Improve Call Center Customer Satisfaction (CSAT) appeared first on NICE inContact Blog.

Call Center 48

Call Center Average Handle Time Self service Interactive Voice Response 48

Enghouse Interactive

APRIL 13, 2021

3) IBM Services blog: Why digital transformation starts with workflows that unite people and technology. (4) 4) Consultancy.uk blog: McKinsey&Co – December 2020 Covid-19 Has Accelerated Digital Transformation by Seven Years. (5) 2) Deloitte: Digital Consumers Trends 2020. (3)

Contact Center 91

Contact Center Morale Technology Self service 91

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. The reality is that “customer experience” is more than a single engagement or interaction with your organization. Customer Perception = Their Reality. What is it? Why should they care, if you don’t? Source: PWC/Bains and Co. Source: PWC/Bains and Co.

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80