Talkdesk

MARCH 4, 2021

Provide a smartphone and mobile-ready contact center software. By providing location-based employees with a smartphone, you can give them better flexibility and an easy connection to the contact center—a key customer service entry point and repository of CX information. 4 steps to boost customer experience: 1.

Customer Experience 94

Customer Experience Banking Contact center software Contact Center 94

NobelBiz

MAY 16, 2023

And the way to tackle this issue was to create a light and scalable contact center infrastructure that can simplify procedures and centralize data. To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

Cisco - Contact Center

AUGUST 3, 2020

This award honors vendors that have embraced technology as a key tool for customer service excellence and distinguish their success as innovators, thought leaders, and market movers in the contact center and customer care industries. Let me share some of the reasons Webex Contact Center received this recognition.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

SharpenCX

JUNE 8, 2021

Set up actions in your contact center software that trigger specific follow up questions to prompt your customers to fill out a survey after an interaction. Depending on your customer feedback, you may notice that your call center technology is fragmented and disorganized. Create a feedback loop.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

Aspect

JUNE 16, 2017

We’ve compiled this research in a new eBook: 10 Reasons to Invest in Speech Analytics. You can get a free download of this informative new eBook here. It’s packed with information to help you understand why speech analytics may be a technology you want to consider since it can bring some huge benefits to your contact center.

Analytics 97

Analytics Contact Center contact center workforce Technology 97

SharpenCX

JANUARY 15, 2020

Check out these 4 budget-friendly ways to improve your call center. Get real about coaching with this Ebook including 7 actionable tips to be a better coach. And when you think up creative solutions like this airline, you surely stand out against your big-box competitors. Need help getting creative with a flat budget?

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Cisco - Contact Center

SEPTEMBER 17, 2020

Stay tuned for next month’s blog where I will be highlighting new features that improve contact center compliance, resiliency, and administration. To learn more about Webex Experience Management read our ebook. To learn more about Cisco cloud contact center solutions, visit our website.

contact center solutions 120

contact center solutions Contact Center Surveys Enterprise 120

NICE inContact

AUGUST 9, 2018

You can learn more by downloading NICE Satmetrix’s ebook on The ROI of NPS.). Are you tracking these 3 customer service metrics in your contact center? If not, contact us today to learn how our industry-leading cloud contact center software can help! Bain and Company, Inc., and Fred Reichheld.

Metrics 48

Metrics Customer Service Airlines Contact Center 48

NobelBiz

FEBRUARY 21, 2022

These solutions are increasingly more than simply a tool for making and receiving calls, as they improve customer experience, agent experience, key performance indicators, and more. This article will show you 12 telltale signs to upgrade your contact center software and 9 benefits you can acquire from this transition.

Contact center software 52

Contact center software Contact Center contact center solutions Cloud contact 52

airespring

FEBRUARY 24, 2016

If you work in a call center, then you already know having a feature-rich contact center solution is important. With all the contact center solutions out there—and all the features available—there is a LOT of terminology and jargon thrown around. This week, we start with outbound dialing technology.

Cloud contact 54

Cloud contact Contact Center contact center solutions Call Center 54

SharpenCX

APRIL 8, 2020

So how can you, manager, use call center management best practices to better configure call queues and improve customer outcomes? Apply call center management best practices to your interaction queues to fix gaps in your customer journey – like queues overflowing with customers o n hold. Get the ebook.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

SharpenCX

MARCH 4, 2020

A typical call center coaches and trains agents in a few different ways. To build call center improvement strategies for a better CX, put coaching and quality management into your daily routine. Get the ebook. . This fleeting access to memory is why in-the-moment coaching is so impactful. I know, I know.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

SharpenCX

MARCH 10, 2020

And after a year of dedication, you’re promoted to manager of your call center. The reality is, call center managers get a team full of people dumped into their lap without learning what really goes into managing a call center team. So, how do you manage a call center team? Now what?

Call Center 67

Call Center Management Coaching Metrics 67

Playvox

JUNE 6, 2023

The benefits of implementing contact center software such as Playvox WFM are well established–improved customer experience (CX), increased agent productivity, gained efficiencies, and reduced costs. Download the Playvox eBook : Succeed In Uncertain Times: Building a Business Case for WFM

Contact Center 66

Contact Center Finance contact center solutions Contact center software 66

SharpenCX

NOVEMBER 12, 2019

In fact, she skipped over the playbook of call center metrics best practices entirely. To help tear down the barriers between you and your metrics, we’re sharing out call center metrics best practices on customer happiness. It makes sense, then, that measuring AX is on the list of call center metrics best practices.

Metrics 64

Metrics Best practices Call Center Surveys 64

SharpenCX

JANUARY 7, 2020

Those are good and all, but instead, let’s talk about goals and projects for your call center. Now that we’re back to work after the holidays, it’s time to kick things into high gear and reflect on where your call center performance could have been a bit better in 2019. Get the ebook. Don’t feel overwhelmed.

Call Center 52

Call Center Customer Experience Self service Contact Center 52

NobelBiz

FEBRUARY 22, 2023

These solutions are increasingly more than simply a tool for making and receiving calls, as they improve customer experience, agent experience, key performance indicators, and more. This article will show you 12 telltale signs to upgrade your contact center software and 9 benefits you can acquire from this transition.

contact center solutions 52

contact center solutions Contact Center Cloud contact Contact center software 52

SharpenCX

MARCH 24, 2020

Getting benchmark data for your own contact center, then working to improve against those metrics, is crucial to better serving customers. But, it’s important to keep your direct competition in mind when looking at call center metrics & industry standards, too. Overall U.S. Help your customers efficiently.

industry standards 52

industry standards Metrics Call Center Wait times 52

NobelBiz

MAY 24, 2021

What are the types of call center technologies? There is a lot of confusion about cloud-based contact centers and traditional on-premise call centers. On-premise call center software is increasingly being installed to help provide better service and satisfaction to customers.

Cloud contact 52

Cloud contact Contact Center call center software SaaS 52