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

Call Design

OCTOBER 6, 2020

An omnichannel system will significantly reduce call times and will quickly resolve your customer service tickets. Provide Self-Service Options. A self-service option allows your customers to find solutions much faster while freeing up the time of your agents.

Customer Service 148

Customer Service Self service Quality management Wait times 148

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. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 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. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes.

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

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

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

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. Quality Management. Try these additional resources: BLOG: Call Center Software 101: Introduction to Customer Contact Technology • read. WFO TERMS TO KNOW.

Management 86

Management Gamification Quality management Schedule adherence 86

Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. The post Performance Management Bridges the Divide Between Big Data and Big Knowledge appeared first on Aspect Blogs.

Big data 102

Big data Management Journey mapping Contact Center 102

NobelBiz

FEBRUARY 27, 2024

Tracking these metrics can pinpoint areas for agent training and development, ultimately leading to a more skilled and efficient workforce capable of delivering superior customer service. Through the implementation of quality management processes, call centers can systematically identify, monitor, and address issues in real-time.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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

NOVEMBER 13, 2017

For customer experience managers, the influence of speech analytics upon a self-service strategy is not to be underestimated. Speech analytics has also enabled contact centres to perform even better and more inclusive quality management. Visit our Engagement Analytics options here. .

Analytics 71

Analytics Interactive Voice Response Self service Quality management 71

Enghouse Interactive

JUNE 17, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #1 Enhancing the Customer Experience. Help Customers Help Themselves with Self-Service. Virtual Assistants) complement the IVR and have become a powerful self-service tool as well. Especially when exceptional situations or needs arise.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

SharpenCX

OCTOBER 4, 2023

This week-long celebration focuses on a different topic each day, with today’s focus on “Customer Service as a Profession.” In this blog, we’ll explore how and why agents’ roles have evolved and seven tips for creating an environment where agents can grow, thrive, and develop a career. Recognize agent performance.

Customer Service 67

Customer Service Contact Center Banking Call Center 67

ConvergeOne

JUNE 28, 2022

There are books and blogs (among other things) sharing tips and techniques for addressing it… while also questioning whether or not it is real. Tools and technologies are certainly available to allow self-service, automate mundane tasks, authenticate customers and employees and deploy automated quality management to streamline processes.

Self service 82

Self service Quality management Technology Contact Center 82

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

8x8

MAY 23, 2018

This blog post is part of a series focusing on improving the customer experiences. . A software application will only get you so far when building an effective customer engagement management strategy. But live agent interactions are becoming increasingly complex as self-service tools and general information on the web proliferate.

Customer Service 48

Customer Service Scripts Coaching Contact Center 48

Enghouse Interactive

JANUARY 15, 2021

Examples of how you can achieve this include: Improving the experience you offer by integrating digital channels (such as chat, email and web self-service) into your contact centre, empowering agents with the tools they need to respond effectively to interactions, however customers make contact.

Self service 40

Self service CRM Quality management Feedback 40

Enghouse Interactive

APRIL 13, 2021

A CCaaS solution would retain the same data structures and records – and uses any existing custom-developed CRM or CTI integrations… even enabling the seamless integration of advanced AI-enabled self-service tools, putting control into the customer’s hands…where they want it. 2) Deloitte: Digital Consumers Trends 2020. (3)

Contact Center 91

Contact Center Morale Technology Self service 91

NICE inContact

JANUARY 30, 2018

Voice and digital, inbound and outbound, agent assisted and self-service. Make sure your solution not only provides integrated voice recording, but consider things like Screen Recording and Quality Management for other channels as well. True Omnichannel Skills-based Routing. Integrated Workforce Optimization.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

Aspect

SEPTEMBER 28, 2017

WFM software is typically purchased independently of the ACD and Recording/Quality Management systems and interoperates with a very wide spectrum of vendors and different types of solutions. The post New Survey Reveals Shifting Cloud Contact Center Preferences appeared first on Aspect Blogs.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

teleopti

OCTOBER 18, 2019

Put intelligence at the front end of employee and customer self-service. The post A 5-point plan for the new era of Customer Experience Intelligence appeared first on Teleopti Blog. This is especially helpful when right-sizing during periods of organizational change or to accommodate future growth plans.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

Enghouse Interactive

FEBRUARY 5, 2021

Quality management systems. The rise of channels such as self-service and AI-powered chatbots has transformed the nature of those interactions that reach the contact centre. We’ve outlined some of the qualities these super-agents need in this previous blog. Empower the workforce of the future.

Self service 40

Self service Coaching Chatbots Quality management 40

Enghouse Interactive

DECEMBER 5, 2018

The following blog takes a look at the contact centre and what we can expect to see in 2019. That is partly a consequence of the fact that a growing number of interactions are moving through self-service and automation processes. However, the reality on the ground is somewhat disconnected from the hype.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

Hodusoft

NOVEMBER 29, 2022

Out of them, only a few are worthy and enable businesses to excel in their customer service and support endeavors. 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. Cons : Its customer support service can be better.

Contact center software 40

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

Expivia

JULY 21, 2021

Self-Service Technologies. Speaking of call center efficiency, advanced self-service technologies are incredibly helpful. However, self-service CANNOT be your service model. . Quality assurance (QA) and quality management (QM) are very important for your call center and your agents.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Enghouse Interactive

JULY 2, 2018

In the following blog we will highlight how call recording can be integrated into your contact centre to help deliver an exceptional customer experience. Use as part of an integrated approach to deliver a joined-up customer service strategy. Align quality management tools to streamline customer service.

Chatbots 40

Chatbots Analytics Self service Quality management 40

Contact Center Pipeline

DECEMBER 30, 2022

Throughout December, our readers have focused on two big topics over on the blog: how to provide the best customer experience via an omnichannel approach and navigating the challenges of recruiting, training, and retaining the best agents.

Customer Experience 54

Customer Experience Quality management Self service Coaching 54

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Quality management applications are used to measure how well call center agents adhere to internal policies and procedures. These applications are increasingly considered mission-critical for inbound call centers, as they give management insight into call center performance.

call center workforce 54

call center workforce Call Center Technology Management 54

Talkdesk

SEPTEMBER 18, 2020

This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. Leverage quality management Quality audits and feedback management gets tricky while agents are working from home. This also helps in keeping an organized knowledge base as a single source of truth.

Management 116

Management Average Handle Time First call resolution Self service 116

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

NICE inContact

AUGUST 6, 2019

Imagine using self-service channels that empower consumers to solve basic tasks and that enable them to move to a chat and even a phone call when they have more complex inquiries or encounter problems. For effective management, all such systems need to work seamlessly across channels.

Interactive Voice Response 63

Interactive Voice Response Contact Center Self service Best practices 63

NICE inContact

AUGUST 6, 2019

Imagine using self-service channels that empower consumers to solve basic tasks and that enable them to move to a chat and even a phone call when they have more complex inquiries or encounter problems. For effective management, all such systems need to work seamlessly across channels.

Interactive Voice Response 54

Interactive Voice Response Contact Center Self service Best practices 54

NICE inContact

JANUARY 8, 2019

Chances are they spend a lot of time on Social Media platforms, are actually ok with self-service and interacting with a bot. Offer Self-Service and Automation – Correctly. Here’s more on self-service and automation. Are your customers millennials or younger? Make sure to schedule for this. .

Call Center 48

Call Center Average Handle Time Self service Interactive Voice Response 48

Upstream Works

JANUARY 25, 2022

At the foundation of digital transformation for contact centers are the blending of human and self-service automated engagements to provide a continuous omnichannel CX. Integration capabilities to CRMs like Salesforce and Microsoft Dynamics, and business applications like workforce management and quality management.

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78