NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. Play Video Table of Contents The Pitfalls of Conventional Voice Services For most clients, the difference between voice services is undetectable until significant issues arise.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

JustCall

AUGUST 12, 2022

Contact Center as a Service (CCaaS) and Communications Platform as a Service (CPaas) are innovations that have arisen over the past two decades. Let’s dig deep into CPaaS and CCaaS in this blog. Meaning & Concept of CPaaS and CCaaS. Meaning of CCaaS. Meaning of CPaaS.

APIs 52

APIs Contact center software Contact Center Enterprise 52

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. Intelligent Routing to Self-Service.

Customer Experience 78

Customer Experience Self service Contact Center Chatbots 78

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. Intelligent Contact Routing to Self-Service.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

Enghouse Interactive

APRIL 13, 2021

Hybrid Architectures Unlock CCaaS Benefits and Accelerate Digital Channel Adoption. Organizations traditionally invested in their contact center infrastructure, as a standalone premise-based solution, with a view to the long term… that usually meant that they would sweat those assets over a 10-15 year lifecycle. That was then.

Contact Center 91

Contact Center Morale Technology Self service 91

Hodusoft

AUGUST 30, 2022

UCcaS, CCaaS, CPaaS - Everything you need to know. UCaaS, CCaaS, and CPaas are some of the few technologies that have gained a lot of recognition in these years. In this blog, we will get a detailed insight into all these three cloud-based technologies. What is cloud computing? What is UCaaS? What is CCaaS?

APIs 52

APIs Interactive Voice Response Contact Center voip 52

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. Agent Desktop and user experience.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

aircall

JANUARY 13, 2021

The traditional on-site contact center worked well enough for its time, and now, contact center as a service (CCaaS) is a modern solution that fits the pace and scope of today’s marketplace. CCaaS works just as well for SMBs as for large corporations because of the many benefits it provides.

Call Center 62

Call Center voip Contact Center call center software 62

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

SharpenCX

OCTOBER 4, 2023

Customer service can be a thankless job. Agents work hard every day to help customers, and while the internet and social media abound with customer service horror stories, very few customers publicize their positive experiences. For centuries, doing business required physically visiting a storefront or office. Go to the bank.

Customer Service 67

Customer Service Contact Center Banking Call Center 67

TeleDirect

DECEMBER 14, 2023

The most successful companies usually have excellent customer service strategies — regardless of industry. These strategies typically include a dedicated contact center. Contact centers like TeleDirect function as an extension of your company. What Is a Contact Center as a Service?

Contact Center 62

Contact Center Personalization Cloud contact outsourcing 62

Cisco - Contact Center

FEBRUARY 1, 2021

Join renowned contact center industry analyst Sheila McGee-Smith and Cisco Contact Center VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contact center platform of the future, and how Webex Contact Center delivers these.

Contact Center 104

Contact Center Transportation Customer Experience Wireless 104

Spearline

FEBRUARY 2, 2022

As recently announced , Spearline acquired testRTC, a recognised leader in the provision of WebRTC testing solutions to the UCaaS, CCaaS, CPaaS and enterprise markets. This blog outlines what testRTC offers in WebRTC testing, monitoring and support, and the benefits it provides to organizations using WebRTC. How do we do it?

Self service 98

Self service Enterprise Contact Center Metrics 98

Cisco - Contact Center

SEPTEMBER 17, 2020

Last month I shared some exciting new capabilities with Webex Contact Center, our award-winning contact center as a service (CCaaS) for small and large contact centers. Listening to our customers is critical, but taking action on what they’re telling us is even more important.

contact center solutions 111

contact center solutions Contact Center Surveys Enterprise 111

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. Here’s What’s New. Improved Operational Efficiency with Webex Contact Center Analyzer Reports.

Contact Center 111

Contact Center contact center solutions Analytics Entertainment 111

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Cloud Agility.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Balto

DECEMBER 5, 2022

Running a contact center in the healthcare space isn’t an easy task. However, call centers can find cost savings, efficiencies, and more when using modern software solutions. In this piece, we’ll provide you with insights into everything you need to know about healthcare contact center software.

call center software 52

call center software Healthcare Call Center Contact center software 52

Comm100

NOVEMBER 15, 2022

The importance of customer service cannot be understated. A positive customer service experience makes 94% of consumers more likely to purchase. With a higher value placed on customer service comes higher expectations too. What does a digital communication strategy offer that telephone cannot?

contact center solutions 52

contact center solutions Chatbots Contact Center Wait times 52

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Upstream Works

NOVEMBER 24, 2021

Contact centers that embrace a strategic focus on the customer experience (CX) will follow a different evolution path than those who stay the course with a conventional approach to customer service. The more modern form of evolution begins with understanding what defines CX and adapting the contact center to support that.

Brand ambassadors 78

Brand ambassadors Contact Center Call Center Multichannel 78

NobelBiz

JUNE 1, 2021

Contact center as a service is abbreviated as CCaaS. It refers to cloud-based software solutions used by call center personnel to give a better overall customer experience. A CCaaS solution's principal goal is to appropriately route calls and maintain track of your customer interactions.

Contact Center 40

Contact Center Call Center Customer Experience contact center solutions 40

Nicereply

JANUARY 17, 2024

These kinds of highly iconic logos are the perfect demonstration of what makes branding so powerful. We’ll be exploring the topic of branding at length below, going into deep detail on what it is and why it matters to your business. What is branding in business? What’s a brand identity?

voip 59

voip Best practices Advertising Sales 59

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NICE inContact

NOVEMBER 14, 2018

In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. Explain how a contact center upgrade will improve KPI’s.

Contact Center 48

Contact Center Average Handle Time CRM Technology 48

Hodusoft

JANUARY 16, 2023

In this blog, we will get into the details related to LCR and how businesses can benefit from it. The topics that we cover in this blog include: What is Least Cost Routing. The topics that we cover in this blog include: What is Least Cost Routing. LCR as a Service. Reasons to choose LCR as a Service.

Telecommunications 52

Telecommunications SaaS Engineering Technology 52

NICE inContact

JANUARY 7, 2019

When it’s time to upgrade your contact center to the cloud, one of the biggest headaches is doing the homework on viable solutions. In their 32-criterion evaluation of cloud contact center providers, Forrester identified the 11 most significant vendors and researched, analyzed, and scored them. Plan for 2019 trends.

Cloud contact 48

Cloud contact Contact Center Education Enterprise 48

NICE inContact

APRIL 2, 2018

It’s been a programming staple that has evolved from in-app functions to external libraries, to web services. But what does all of this have to do with customer experience? Using existing code developed expressly for delivery of customer services saves time and enables agility. Code reuse saves time. Workforce Optimization.

CRM 54

CRM Enterprise Analytics Contact Center 54

Global Response

MAY 1, 2023

Inbound, outbound, blended, hybrid—navigating the different types of call center models can require its own dictionary. If you’re looking to outsource your call center needs, but aren’t sure which model is right for you—or even what models are available—we’re here to help.

Call Center 62

Call Center Multichannel virtual call center outsourcing 62

ViiBE Blog

MAY 3, 2023

ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? Download now Impeccable customer service is one of the main blocks of a flourishing business in the long run. Existing ways of contacting remote customer support 1.1. How to ensure that experts are available around the clock?

B2B 52

B2B Customer Support Chatbots CRM 52

NobelBiz

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. This comprehensive guide will explore the top 12 call center cost-reduction strategies to help unlock your business’s full potential.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

UJET

MARCH 17, 2020

Through cloud-native customer support technologies like Contact-Center-as-a-Service platforms, otherwise known as CCaaS, agents only need a stable internet connection and a web browser tab to access necessary support tools. A strong customer support team is integral to the success of any business. Daily Check-Ins.

Customer Support 121

Customer Support Management Feedback Self service 121

NICE inContact

DECEMBER 21, 2018

Every contact center manager has heard it at one time or another: “We’re going to have to find a way to do more with less.” But for forward-thinking contact centers looking to modernize their operations and keep performance levels at their peak, it’s about doing better with less. What does that mean?

Cloud contact 48

Cloud contact Contact Center contact center solutions Self service 48

aircall

JANUARY 25, 2023

Choosing a cloud-based call center solution for your business is a time-consuming process. What Is Genesys? Genesys is a cloud-based contact center as a service (CCaaS) solution. What works for one business might not be the best fit for you. Why Should You Look for a Genesys Alternative?

Interactive Voice Response 62

Interactive Voice Response call center solutions Analytics APIs 62

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? In fact, I’ve included a link to an unbiased market source at the end of this blog. Cloud Contact Center – Cloud computing… applied to the contact center.

Contact Center 74

Contact Center Government Average Handle Time Benchmark 74

NICE inContact

SEPTEMBER 17, 2019

I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform. Stop paying for expensive, time-consuming upgrades and stop using a variety of vendors to piece together a workable solution in your contact center. Why Stay on an Outdated Platform? Where do I Start?

Call Center 55

Call Center Contact Center Cloud contact call center software 55

NICE inContact

JULY 5, 2019

I’ve just returned from Las Vegas where I attended my first visit ever to Customer Contact Week – it’s the world’s largest customer contact event, in its 20th year. It’s all about customer service and customer experience (CX). In this blog, I share some highlights from the show.

Contact Center 55

Contact Center CRM Chatbots Customer Care 55

Nicereply

FEBRUARY 25, 2021

If you can train your customer service staff to properly demonstrate reflective listening with your customers, it will naturally lead to a plethora of positive benefits. From the moment a consumer makes the first contact with your brand, you must maintain a user-friendly, customer-centric experience for them.

Customer Support 52

Customer Support Education Customer centricity Personalization 52