Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. But how many would list quality assurance, a standard contact center metric, as a customer experience metric? In the modern contact center, these ARE customer experience metrics. Click here to read the original. Average Handle Time (AHT).

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. Slack has revolutionized contact center communication. Hint: Focus on Agent Performance.

Contact Center 67

Contact Center Chatbots Analytics CRM 67

Eptica

SEPTEMBER 16, 2020

Based on primary research, Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, delivers deep insight into the current state of the industry. 5 top priorities for today’s contact centers. Share this page on: Tweet.

Customer Experience 127

Customer Experience Contact Center Marketing Management 127

TLC Associates

OCTOBER 30, 2019

You’ve likely thought that very question (or a variation of it) while talking to vendors about outsourced contact center solutions. Yet there’s another equally important follow-up question you need to ask: “how much do in-house contact center operations cost me?”. Your Contact Center Location Costs.

Contact Center 40

Contact Center outsourcing Real estate Interactive Voice Response 40

Vistio

FEBRUARY 1, 2022

With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. What do you think are some of the biggest misconceptions about, specifically contact center agents? It’s exciting. That brings me to my next question.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

Outsource Consultants

OCTOBER 13, 2020

If you read the blog title and thought, “Great! Few (if any) outsource locations can compete with The Philippines on price tag. The Philippines offers huge access to young, highly-skilled agents, as the result of years of governmental emphasis and investment in the call center industry. A quick answer to my question,” I’m sorry.

outsourcing 128

outsourcing Call Center Contact Center Marketing 128

NICE inContact

SEPTEMBER 27, 2019

With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality. The contact center lacked modern features and functionality and didn’t have skills-based routing or dashboards. I highly recommend CXone to any contact center.”.

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

Inova Solutions

JANUARY 14, 2020

Remote work is increasingly becoming the norm in many industries around the world, including contact centers and customer service departments. The benefits are clear and proven for both remote call center agents and the companies they work for.

At home agents 40

At home agents Call Center Contact Center Customer Service 40

Expivia

APRIL 29, 2021

That’s a social change call centers need to be aware of. Contact centers should embrace digital customer service, and use best practices to take care of customers over the internet. Users can easily make their problems about your company public by tagging you in a tweet. But, it’s not a change to fear. And don’t worry.

Call Center 90

Call Center Customer Service Best practices Contact Center 90

JustCall

APRIL 12, 2023

Thinking of investing in auto dialer software for your call center or sales team? In this blog, we will deep-dive to understand the auto dialer functionality. Contact Tagging: It must allow agents to track their campaigns and tag contacts as needed. A wise decision! Let’s jump right in.

Scripts 52

Scripts Sales CRM Contact Center 52

JustCall

APRIL 3, 2024

Talkdesk is a contact center platform with customizable auto dialing modes (preview, power, predictive). Nice CXone is an enterprise contact center suite with robust auto dialer and campaign management tools. Provide exceptional service with on-screen scripts and call tagging.

Sales 52

Sales CRM Scripts APIs 52

NICE inContact

JANUARY 3, 2018

But I venture to say that this personalization comes with a hefty technology price tag, while a smaller store might provide a similar experience more organically as the size of their customer base permits. The post Contact Center Resolution Number 1 – Shift Your Focus from Product to Customer Experience appeared first on inContact Blog.

Contact Center 27

Contact Center Customer Experience Advertising Entertainment 27

Call Experts

DECEMBER 18, 2019

Engagements must be tagged to understand how to optimize routing and save customers' time. Call Experts is a complete contact center offering customer support through live agent experiences with omnichannel management and AI-powered automated solutions. More Blogs Menu. More Blogs Menu. Data matters.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Interactions

MAY 6, 2021

In the past few years, contact center technology has reached a place where it is possible to have self-service that does understand intent and can deliver a conversational experience. After the fact, humans can annotate, tag, and label data to train and power AI algorithms. Fortunately, recognizing this has changed the game.

Self service 62

Self service Interactive Voice Response Contact Center Wait times 62

Eptica

SEPTEMBER 18, 2019

Also, given the high turnover rates in the contact center industry, recognition can be a powerful weapon in keeping your best staff and ensuring they remain happy and motivated. That’s why pretty much every contact center I visit has a recognition program of some sort in place.

Customer Service 66

Customer Service Brand ambassadors Contact Center Average Handle Time 66

aircall

JANUARY 25, 2023

Genesys is a cloud-based contact center as a service (CCaaS) solution. Aircall Number of Entry-Level Integrations: 100+ Entry-Level Features: Unlimited inbound calls, business hours, IVR, queue callback, assign and comment on calls, tags, basic analytics, and 50+ additional features on the Essentials plan alone Rating: 4.3

Interactive Voice Response 62

Interactive Voice Response call center solutions Analytics APIs 62

Monet Software

MAY 15, 2018

While their essential purpose remains the same, there are variations in functionality, implementation and cost that should be reviewed by contact center management so that an informed purchasing decision can be made. This blog explains how There are many different call recording software solutions available.

Contact Center 48

Contact Center Call Center Management Technology 48

Eptica

JANUARY 12, 2017

To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Find out what they are in this blog post. Click here to subscribe to have each blog post automatically emailed to you going forward. Share this page on: Tweet.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

Eptica

OCTOBER 9, 2019

Technology can also lighten the load on contact center agents and the wider business, with self-service deflecting queries as consumers are empowered to find their own answers online without having to make contact. In the United Kingdom, there are daily themes, each emphasizing different aspects of customer service.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Eptica

OCTOBER 16, 2018

Part of our series on optimizing CX with Eptica, this blog post explains how reporting can power customer experience improvement , as well as giving you the ability to enhance productivity. That’s why here at Eptica we provide comprehensive reporting functionality as part of our customer experience platform.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

Eptica

AUGUST 1, 2018

Author: Joanna Allouche - Consultant Optimizing CX with Eptica When it comes to the contact center, there is a clear link between happy agents and overall performance. Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Published on: August 01, 2018.

Average Handle Time 70

Average Handle Time Best practices APIs Consulting 70

aircall

JANUARY 11, 2023

8×8 is an API solution that integrates voice, video, chat, and contact center functions into one cloud-based communications platform. Aircall automatically syncs all call notes and tags to your help desk. . The post 8×8 Alternatives: The Top 4 for Customer-Centric Teams appeared first on Aircall Blog.

Customer centricity 62

Customer centricity Interactive Voice Response CRM Analytics 62

Customer Service Life

MAY 15, 2017

This article was originally published on the FCR blog on May 3, 2017. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better. NextCaller.

Technology 74

Technology Customer Service Contact Center CRM 74

ViiBE Blog

MAY 13, 2021

So what exactly do call centers do? What does a call center do? Customer satisfaction is a crucial metric and the priority of every call center employee. At the core of each call center or contact center is the customer interaction. Which software is used in call centers? Contact Center.

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. Day-to-day operations in the contact center generate much of the data used in the CX industry.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Playvox

JUNE 15, 2022

Every single support leader has either just finished a significant tagging overhaul or is slowly coming to realize that they need to do one. Tags can be the bane of many support teams’ existences — especially if they do the process manually. You can help them prioritize how they spend their time with insightful tags about bugs.

Engineering 52

Engineering Education Accountability Marketing 52

Eptica

NOVEMBER 6, 2019

They tell you via contact centers, open-ended answers on surveys and general conversation with your brand. Ignoring your contact center agents There’s a funny thing that happens as employees rise up the ranks. Who better to see these changes than your contact center agents?

Metrics 77

Metrics Best practices Feedback Contact Center 77

aircall

JANUARY 7, 2022

A call center dialer, or outbound dialer, connects customers to an interactive voice response system (IVR) or to a contact center with a live call center representative. . Aircall uses a power dialer as the preferred form of cloud-based call center software. take notes, tag, and add follow-up steps).

Call Center 62

Call Center Interactive Voice Response call center software virtual call center 62

Momentum Telecom

JANUARY 29, 2021

The ability to collaborate via voice and video , leverage a cloud-based contact center , or easily scale up a data network all put valuable extra points on the board. Follow Momentum Telecom on LinkedIn and tag us to share your thoughts. What other solutions and features can help bring out the best in how an overall team works?

Technology 98

Technology Consulting Consulting Sales 98

Eptica

MAY 8, 2019

He has thirty years’ experience in AI research, with a PhD from Carnegie Mellon University and his blog on Sina Weibo has over fifty million followers. 5 top priorities for today’s contact centers. The author, Kai-Fu Lee, is the former president of Google China and currently CEO of a Chinese VC firm that invests in AI.

Chatbots 55

Chatbots Best practices Engineering Education 55

aircall

MARCH 17, 2021

Customers that view your company as a thought leader in your industry, as opposed to a run-of-the-mill contact center, won’t hesitate to reach out to you when they need guidance or expertise. . To find out what they are, it’s a simple matter of asking them how they viewed customer service from your contact center. .

Best practices 62

Best practices Sales Contact center software Contact Center 62

Eptica

DECEMBER 23, 2015

As consumers communicating with the contact center demand fast answers to their queries, so set expectations on what you are going to do, and by when, so that everyone knows what is going to happen. Get your timings right Linked to planning, make sure you get your timings right. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

ViiBE Blog

APRIL 26, 2021

Customer satisfaction should be the number one goal of your contact center. ViiBE’s ticketing solution uses tags to organize different calls under one related issue. These days, customer support has moved beyond mere call centers to omnichannel contact centers. Train your employees for customer satisfaction.

virtual call center 52

virtual call center call center software Contact Center Call Center 52

Cisco - Contact Center

AUGUST 1, 2023

Yes, work is fun, keeps u… Read more on Cisco Blogs This post was authored by Ruffina Perlintina , a recent technical consulting engineering intern on the Enterprise Networking TAC Team. Who doesn’t enjoy an extended weekend?

Engineering 52

Engineering Consulting Consulting Enterprise 52

Eptica

FEBRUARY 6, 2019

Reviewing 2018 – our top 10 blog posts from the year. Put CX at the heart of any restructure and ensure you maintain the trust of your customers if you want to see the benefits of your investment. Share this page on: Tweet. You might also be interested in these posts: The 4 barriers to meaningful consumer conversations.

Automotive 73

Automotive Best practices Banking Customer emotions 73

aircall

MAY 1, 2022

Your company’s contact center solution makes a first and lasting impression of your company, giving the customer an experience that will tell them about the kind of journey they can expect if they choose to do business with you. What Is a Contact Center as a Service or CCaaS? CCaaS stands for contact center as a service.

Contact Center 62

Contact Center voip Interactive Voice Response contact center solutions 62

Eptica

JANUARY 6, 2016

However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. In descending order the top 5 blogs were: 1. In descending order the top 5 blogs were: Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50