Essentials of Cloud Contact Centers

Noble Systems

In a previous blog , we outlined advantages of moving a customer experience platform to the cloud. Ultimately, your unique business needs will determine what is included in your cloud contact center system.

Cloud Contact Centers ~ Revolutionizing Customer Experience

OctopusTech

Cloud Contact centers have been gaining popularity recently. The reason being simple enough, as the times are changing so is the need to change the way we are used to looking at call centers till now. b) Private Clouding. c) Hybrid Clouding.

Call Centers are the Front Line of Customer Service

NICE inContact

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. So, how can you ensure that customers who call your company are given the help that they need and that they exit the call feeling positive about the interaction and the company?

How Digital is Improving Customer Experience in Call Centers

Talkdesk

Bring your ACD to the cloud to enjoy the digital transformation. We’ve written about what to know about Automatic Call Distributors , but times change and so do contact center’s needs and customers’ expectations. Combine customer experience with efficiency.

How to Improve Small Business Call Centers

NICE inContact

Many small businesses count on customer service as a competitive differentiator against larger companies. Having a small business call center is a key piece of creating a competitive advantage with customer service. . If you’re a small business without a call center today, why should you create one? Almost every business interacts with its customers in some way, usually by phone. That’s exactly what a call center does.

Shift Drives Better Customer Experience with Talkdesk Enterprise Cloud Contact Center

Talkdesk

It can also be one of the most stressful purchases, but Talkdesk customer Shift has made it their mission to change that. Shift needed a better way to route calls to agents across their three contact centers. Call Center Customer Experience Shift

Data Dump: Update on Call Center Cloud Migration

Fonolo

The cloud has radically transformed the call center industry. You rarely find people arguing the merits of premise-based call centers. But there’s no denying the fact that many premise-based systems are still sold and deployed, especially for larger call centers.

What is an Inbound Call Center?

NICE inContact

If you hear people talking about a call center, they will often ask whether it’s “inbound” or “outbound”. The difference between inbound and outbound simply refers to who is placing the call. If a customer places a call that’s inbound, as the call is “coming into” the call center. If an agent places a call that’s outbound, as the call is “going out” of the call center. . This is called a “blended” call center.

How to Prepare Your Call Center for Open Enrollment

Fonolo

Regardless, one of the main challenges during this time period is communication, with the cumulative call center volume in the federal marketplace totaling more than 14,569,000 in 2016 alone, according to the Centers for Medicare & Medical Services. Offer a Call-Back.

Your 2019 Guide to Moving Your Call Center to the Cloud

Aspect

Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact center to the cloud? Is Securing Customer Data a Priority?

Customer Self-Service and the Role of Cloud Contact Centers

Win the Customer

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . Here’s a look at customer self-service and the role of burgeoning cloud contact centers.

How Are You Measuring Voice Quality in Your Cloud Contact Center?

Cyara

Few things are more frustrating than being unable to hear the person on the other end of a call. Voice quality can be the difference between keeping and losing a customer, so it’s important to get it right.

New Integration with Google Cloud Contact Center AI

8x8

Have you heard about 8x8 X Series’ new integration with Google Cloud’s Contact Center AI? Contact Center AI empowers enterprises to use AI to augment and improve their contact centers.” .

5 Call Center Customer Satisfaction Survey Templates That Get Results

Talkdesk

Building Customer Satisfaction Surveys In the modern call center or cloud contact center, analytics provide much of the data that drive business decisions around improving customer satisfaction. But customer satisfaction survey s still provideprovides invaluable information about the quality and effectiveness of the service the customer received. Call Center Best Practices

Cloud Customer Experience – Why It’s a Good Move

Noble Systems

In recent years, many companies that are focused on improving customer experience have moved their contact center operations to the cloud. And how can they be sure that the cloud contact center will accomplish what they set out to do? This blog will look at the top advantages of moving customer experience solutions to the cloud. Here are the top five advantages of moving contact centers to the cloud.

Earnings Reports Show Call Center Momentum

Fonolo

A number of call center companies reported earnings in the last few weeks, so it’s time once again for an informal, semi-regular, not-at-all-intended-as-investment-advice look at what’s going on. In September, they acquired Ytica to add analytics to the Twilio Flex contact center.

Inbound Call Centers Need to Deliver Exceptional Experiences in an Omnichannel World

NICE inContact

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. 81% are very likely to switch to another company in the future if they’ve had a bad customer service experience.

How to Build a Call Center Evaluation Scorecard

NICE inContact

I’ve ditched a company due to bad customer service before… have you? If so, you and I reflect the 8 in 10 consumers that are willing to switch companies due to poor customer service. That’s why it’s critical that contact centers have solid quality programs bolstered by a strong call center evaluation scorecard. . Tips for building a contact center quality scorecard .

Why Build a Contact Center Instead of a Call Center?

Win the Customer

Cloud contact center solutions are becoming the new standard for customer service. The cloud-based contact center market is growing at an explosive compound annual growth rate of 23.6 Cloud-Based vs. Office-Based or VoIP-Based.

Building for the Future – Cloud Contact Center Solutions Offer Flexibility, Scalability and Omnichannel

NICE inContact

Building for the Future: CX in the Cloud is packed with real world lessons learned from a panel of seasoned contact center experts. What better way to learn about the benefits of moving contact center technology to the cloud than from the companies employing these solutions. The women’s apparel industry is characterized by large seasonal spikes in both the amount of transactions as well as the related support calls.

Transform No into Yes by Modernizing Your Call Center Technology

NICE inContact

Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. As in, “If only we could personalize our customer experience (CX) more easily” or “What if we could consolidate routing across our entire contact center operation?”

NICE inContact Ranks Highest in Overall Execution in Ovum 2017 Decision Matrix for Cloud Contact Center Solution

NICE inContact

Just over 12 months ago, NICE Systems acquired inContact (now NICE inContact) bringing together the perennial industry leader in Workforce Optimization (WFO) and Analytics and the longest standing cloud contact center provider in the world.

Cloud Contact Center Solutions Improve Relationships between Business and IT

DMG

Cloud Contact Center Solutions Improve Relationships between Business and IT. The purpose of this blog post is to debunk the myth that IT resources are not needed when contact center infrastructure solutions – automatic call distributors (ACDs), dialers, interactive voice response systems (IVRs)/intelligent virtual assistants (IVAs) –move to the cloud. IT is needed regardless of whether a contact center solution is on-premise or in the cloud.

The Twilio / Amazon ‘Stack’ Will Dominate the Next Call Center Era

Fonolo

Today’s cloud-based call centers are increasingly built on top of platforms created by Amazon and Twilio. That includes newcomers like TalkDesk and Serenova, legacy vendors like Avaya and Genesys and companies from adjacent sectors expanding into call center like ZenDesk.

Embracing Digitisation to Boost Customer Experience : The Middle East Story

Ameyo

Cloud Technology cx memories call center technology Omnichannel Customer Experience, Cloud Contact CenterDigitisation is leading the way business is done in today’s hyper-connected world.

The Hidden Power Structure of Cloud Call Center Vendors

Fonolo

The cloud has radically transformed the call center industry. To him, the growing number of agent seats served from the cloud would be quite expected. But what would not be expected is the new power centers created by that shift. Ovum’s Ranking of Cloud Vendors.

Move Your Call Center to the Cloud, Keep Your Infrastructure

Talkdesk

By now most people acknowledge the advantages of moving your call center infrastructure to the cloud. Those advantages include: OPEX vs CAPEX Easier to use Speed to implement More agility to make changes Operational efficiency and cost saving Superior customer experience Easier to enable home/remote agents Lower cost to maintain Easier and faster to provision global agents Faster innovation and no more costly “forklift upgrades”. Call Center Talkdesk

Customer Experience is a Two-way Street – You Have to Listen

NICE inContact

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Happy customers buy more, cost less to serve and are strong advocates to bring new customers. On trying to understand what your customers really want, listening to them constantly and enabling every employee in the organization to act is imperative. Take an Outside-in View of the Customer not an Inside-out Organizational View.

Customer Experience is a Two-way Street – You Have to Listen

NICE inContact

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Happy customers buy more, cost less to serve and are strong advocates to bring new customers. On trying to understand what your customers really want, listening to them constantly and enabling every employee in the organization to act is imperative. Take an Outside-in View of the Customer not an Inside-out Organizational View.

Are You Prepared for Unpredicted Spikes in Call Volume? [Slideshare]

Fonolo

According to an Accenture study , consumers’ top two complaints were: Having to contact customer service multiple times; and. This consumer pet peeve is exacerbated by the fact that contact centers routinely face expected, and unexpected, spikes in call volume.

5 Ways to Improve Communication in the Call Center

VocalCom

Good communication in the call center is an essential part of customer service success. Indeed, clear communications within an organization can lead to greater staff motivation, realistic goal setting, reduced costs, and ultimately greater customer satisfaction. Here are five ways to improve communication in the call center. Every brand should communicate its mission and values to employees and customers alike.

7 Tips for Training Call Center Agents Effectively

VocalCom

Call center agents are at the core of every brand’s customer experience. As they are given the important tasks of communicating with customers and finding solutions while using numerous technologies, it’s essential that they receive the proper training to deliver the best service possible. Here are seven tips for training call center agents effectively. Use customer feedback as training material. Use call scripts to teach soft skills.

Why Your Customer Service Strategy Should Include Online Chat

Fonolo

You’ve probably already noticed: There is a major shift towards messaging in the customer service game. While call centers remain important, many brands are moving towards online conversations with customers over SMS, social media, and live chat.

Hitting a Customer Experience (CX) Grand Slam

NICE inContact

My title and batting order reference are taken from the theme of the series, how to turn-around a slump in customer experience ratings. The topic of the third webinar was Orchestrating Immersive CX in Your Contact Center.

Hotel Industry Changing Customer Service Patterns with Rise of Technology

Fonolo

Customer service has always been the lynchpin that determined success or failure in the hotel industry. Whether it’s housekeeping, restaurant and bar service, or events, members and stakeholders have always had to put customer service first to ensure the health of its bottom lines.

Contact Center and CRM: A Galactic Merging

Fonolo

Contact center software and CRM software have been on a slow collision course for decades. It’s not hard to understand why: They both deal with customer communication so the boundary was destined to get blurry. Cloud is the Driving Force.

CRM 108

Convince Your Boss: It’s Time for Digital Transformation

Aspect

When a former Blockbuster executive was asked by Variety in 2013 to explain the decision not to buy Netflix he said, “Management and vision are two separate things…” This quote can apply to many different industries, but it is particularly appropriate for the call center.

Two Birds, One Stone: How to Reduce Contact Center Costs AND Improve Customer Service [Slideshare]

Fonolo

Call center executives are constantly under pressure to find cost-savings. Yet, according to the Harvard Business Review (HBR) , “acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.” VPs & Directors of Customer Experience.

7 Trends Shaping the Customer Experience in 2019

VocalCom

When it comes to winning loyalty, customer experience is the battlefield for modern brands. A recent Walker study revealed that by 2020, customer experience will overtake price and product as significant brand differentiators. While artificial intelligence and personalization continue to rank high on the list of brand priorities in this new year, a greater push for digital transformation as well as a demand for secure experiences will dominate as well.

Why You Should Keep Your Head in the Clouds

Aspect

It’s become obvious that cloud solutions are no longer just an element of the future. Gartner recently forecasted global public-cloud revenue will grow by over 21 percent this year. . The ability to manage multiple contact centers at once in any location.