Liveops

MARCH 15, 2021

Watch the full webinar here. . Five9 is the leading provider of cloud contact center software. They are driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center.

Gamification 62

Gamification Enterprise Contact Center Contact center software 62

Fonolo

JANUARY 9, 2018

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. Ovum’s Ranking of Cloud Vendors. Research firm Ovum released a new edition of their great report, “Selecting a Multichannel Cloud Contact Center”.

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Call Center Multichannel APIs Contact Center 65

Talkdesk

FEBRUARY 26, 2018

To discuss some of the benefits of these cloud-based vs. on-prem contact centers, Talkdesk hosted contact center industry expert Sheila McGee-Smith for a webinar. Here’s a quick overview of what she covered: 5 Reasons to Ditch Your On-Prem Call Center in 2018.

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Call Center Cloud contact Contact Center Technology 40

NICE inContact

OCTOBER 22, 2018

Watch the full webinar to gain insight from these pioneering companies. The post Building for the Future – Cloud Contact Center Solutions Offer Flexibility, Scalability and Omnichannel appeared first on NICE inContact Blog.

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contact center solutions Cloud contact Contact Center Technology 48

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Call Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Start with a Cloud Contact Center Solution.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

NICE inContact

AUGUST 1, 2019

But it may have been five years or more since you last evaluated technology options or vendors for call center software. Watch Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center now. So much has changed. Where do you start and how do you manage the process?

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Contact center software Contact Center Enterprise Cloud contact 55

Unymira

APRIL 22, 2020

After our webinar with Fred Stacey , General Manager of Cloud Contact Center Search, Outsource Consultants , I wanted to pick his brain for additional insights into the future of customer service, particularly as it relates to the intersection of CX and technology.

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Cloud contact outsourcing Contact Center Consulting 52

Fonolo

JUNE 12, 2019

Are you prepared for unpredicted spikes in call volume? Call-backs are an insurance policy for your call center: When call volume spikes, your call center can avoid disaster and handle the unexpected traffic with ease. We talk about: Managing Spikes in Call Volume. Lower Abandonment Rates.

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Abandon rate Call Center Contact Center Education 99

Fonolo

OCTOBER 24, 2019

Are you prepared for unpredicted spikes in call volume? Call-backs are an insurance policy for your call center: When call volume spikes, your call center can avoid disaster and handle the unexpected traffic with ease. We talk about: Managing Spikes in Call Volume. Lower Abandonment Rates.

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Abandon rate Call Center Contact Center Education 75

Cisco - Contact Center

JUNE 18, 2020

Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Flexible Cloud, Premises, and Hybrid Deployment Options. Cisco’s Latest Innovations in Artificial Intelligence Improve Business Outcomes for Contact Centers.

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Contact Center Enterprise contact center solutions Cloud contact 132

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Integrate Tools.

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Contact Center Multichannel contact center solutions Cloud contact 98

NICE inContact

JULY 9, 2019

Every year, NICE inContact experts, customers and partners gather for the company’s much-anticipated Interactions user conference to explore and exchange the latest in cloud contact center ideas, trends and technology. The post Transitioning to the Cloud? And if you did attend, you’ll probably want to hear them again!

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Best practices Cloud contact Contact Center Technology 59

Cisco - Contact Center

JANUARY 27, 2020

Introducing Webex Experience Management (formerly CloudCherry), our new customer experience management solution that uniquely integrates with Cisco Contact Center solutions. Webex Contact Center Enterprise , our new cloud contact center solution for large enterprises is now globally available.

Contact Center 98

Contact Center contact center solutions Enterprise Cloud contact 98

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Integrate Tools.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Talkdesk

MAY 11, 2020

It’s no secret that many contact center agents are having more difficult and sensitive calls now. On the call center floor, when agents are having a bad day they can vent to colleagues. are no stranger to tough calls. Curious to see how AI can help your contact center through a time of crisis?

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Coaching Contact Center Morale Analytics 88

Fonolo

APRIL 10, 2019

Well, it would be great to look at how companies were paying for the whole “customer service” apparatus and see which share is going to CRM companies versus call center companies. Why is it hard to figure out the spending split between CRM and call center software? That’s because cloud applications can evolve faster.

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CRM Contact Center Call Center Contact center software 98

NICE inContact

JULY 17, 2019

Stream our recent webinar , in which Jill reveals the game-changers that make Frontline Group’s remote workforce a success. Relying on mobile call center agents presents unique obstacles and call for unique solutions. Moving your virtual company contact center operations to the cloud has never been easier.

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Contact center software Contact Center outsourcing Best practices 54

NobelBiz

JANUARY 3, 2022

Numerous contact center leaders and experts have heard of the omnichannel approach. However, few have a solid grasp on how to monetize the omnichannel business model in the context of a contact center. This webinar is intended for contact center executives investigating omnichannel technologies.

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Contact Center Call Center Consulting Consulting 52

Fonolo

APRIL 18, 2019

Call center executives are constantly under pressure to find cost-savings. Learn how by registering to watch this live one-hour webinar. You’ll hear from Kaarina Kvaavik, co-CEO of Language I/O, Andrea Paragona from Constant Contact, and Shai Berger, CEO of Fonolo. The answer? A sneak peak at a selection of the slides!

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Contact Center Customer Service Call Center Scripts 59

NICE inContact

AUGUST 13, 2019

How do cloud contact centers meet these digital-forward needs? Here’s what you can expect as cloud contact centers innovate and evolve: Offer exceptional service in the digital channels your customers expect including Facebook Messenger, Twitter, Apple Business Chat, WhatsApp, LinkedIn, SMS, email and live chat.

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Customer Service Cloud contact Contact Center Enterprise 54

NobelBiz

DECEMBER 19, 2021

Some call centers do not collect this information to evaluate service quality. Some contact centers also choose not to include immediate desertion, implying a misdialed number or other causes outside the call center agent’s control. Naturally, the abandoned call rate is given as a percentage.

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Abandon rate Contact Center Abandon Call Wait times 52

NICE inContact

AUGUST 20, 2019

This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job.

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NICE inContact

AUGUST 20, 2019

This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job.

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NICE inContact

OCTOBER 21, 2019

The company moved to NICE inContact CXone , fully embracing a cloud contact center strategy in 2017, and that was a real turning point. The abandonment rate today, by the way, is less than 5 percent, and productivity has improved by 10-15 percent.

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Abandon rate Cloud contact Contact Center Management 48

NobelBiz

FEBRUARY 14, 2022

What are the right call center agent performance metrics to monitor? AHT – The Average Handling Time in call centers The average handling time is the amount of time it takes for a customer to interact with an agent in a call center. There will be more calls per agent and more income for your organization.

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Metrics Management Average Handle Time Contact Center 52

Noble Systems

APRIL 14, 2021

What is a virtual call center? Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. This is the concept of the virtual call center.

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virtual call center Call Center call center solutions call center software 98

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

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Contact Center contact center solutions Cloud contact Self service 60

NobelBiz

MARCH 14, 2023

Develop and implement standard call scripts that are compliant with regulations and provide consistency across all agents. Inadequate Agent Training: Inadequate training for call center employees and agents can lead to decreased productivity, increased errors, and compliance issues.

Contact Center 52

Contact Center Scripts Call Center Government 52

NICE inContact

OCTOBER 17, 2019

The webinar will highlight how NICE inContact, the industry’s only FedRAMP certified cloud contact center, is helping agencies achieve their mission. Join us October 24 along with e-Republic as we explore each of these three important variables in building and deploying a stronger citizen journey.

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Government Contact Center Cloud contact Interactive Voice Response 48

Talkdesk

JANUARY 22, 2018

If your agents are still going into a CRM and manually logging activities after every call, you might need to think about how a move to the cloud could generate more agent productivity. However your team uses metrics to inform contact center decisions, Talkdesk’s cloud-based solution fits your team’s needs.

CRM 40

CRM Contact Center Cloud contact APIs 40

Talkdesk

JANUARY 22, 2018

If your agents are still going into a CRM and manually logging activities after every call, you might need to think about how a move to the cloud could generate more agent productivity. However your team uses metrics to inform contact center decisions, Talkdesk’s cloud-based solution fits your team’s needs.

CRM 40

CRM Contact Center Cloud contact APIs 40

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

Contact Center 48

Contact Center contact center solutions Cloud contact Self service 48

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). But with so many options available, how do you choose the right one?

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call center software Call Center APIs Contact Center 98

NobelBiz

JANUARY 24, 2022

This phenomenon is even more pronounced in the call center industry. So, what are the primary factors that contribute to contact center turnover or attrition? BenchmarkPortal CEO and Senior Research Executive Bruce Belfiore believes that call center training is a crucial component of any company’s long-term success.

Contact Center 52

Contact Center Call Center Scripts Technology 52

NICE inContact

NOVEMBER 8, 2018

Can your contact center support these goals and are you marketing your job openings in the right way and the right place to reach gig workers? In a recent webinar , he explained that his company overcomes a shortage of local travel agents by “going where the talent is.” It’s worth thinking about.

Contact Center 48

Contact Center outsourcing At home agents Cloud contact 48

NICE inContact

AUGUST 23, 2019

With knowledge about generational preferences, coupled with innovative technology, you can satisfy both Gen-Z and millennials in your call center, find out more in this webinar. The post Managing Gen-Z and Millennials in the Contact Center appeared first on NICE inContact Blog.

Contact Center 55

Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

With knowledge about generational preferences, coupled with innovative technology, you can satisfy both Gen-Z and millennials in your call center, find out more in this webinar. The post Managing Gen-Z and Millennials in the Contact Center appeared first on NICE inContact Blog.

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Contact Center Gamification Management Call Center 54