Interactions

MARCH 2, 2023

For example, there is a great deal of conversation over Frontier Airlines’ decision to close its call centers , pushing customers to digital self-service channels. He predicts that in 2023, consumers will push enterprises to offer a credible voice-based service option. Download here.

Airlines 62

Airlines Self service Customer retention Consulting 62

Fonolo

JANUARY 31, 2018

If this topic interests you, you might want to check-out our post from 2 weeks ago The Hidden Power Structure of Cloud-Based Call Centers. Who wrote it: Sheila McGee-Smith (one of our Call Center Top Analysts ), sponsored by NICE. For more on this topic, see our eBook Guide to Call Center Metrics.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Noble Systems

JUNE 30, 2020

According to market research firms, the call center analytics field, especially for speech analytics, is one of the fastest-growing segments in the call center management technology market. Call center speech analytics software identifies words and phrases, based on a library defined by the user.

Analytics 98

Analytics Contact Center Call Center Scripts 98

Fonolo

MAY 22, 2018

Luckily, more and more call centers are offering a call-back option, as an alternative to waiting in the queue. We, at Fonolo, see this trend through the increased demand of our call-back solution. Which Vendors are Currently Providing Call-Backs? What’s the Benefit of Call-Backs?

Surveys 59

Surveys Abandon rate Call Center Contact Center 59

Cisco - Contact Center

JANUARY 8, 2020

Transitioning your on-premises call center to the cloud creates enormous opportunities for growth and innovation. According to our recent global survey, 62% of contact center executives plan to implement a cloud contact center within the next 18 months. Why you need guardrails for your contact center. Learn More.

Best practices 64

Best practices Contact Center Cloud contact Enterprise 64

Inbenta

MARCH 30, 2021

Enterprises want to automate their customer service teams by using tools that automatically complete tasks. With customers, employees and businesses adapting to remote working, companies have had to adapt to a new landscape where customer service can be carried out away from call-centers.

Marketing 136

Marketing Customer Service Self service Chatbots 136

Cisco - Contact Center

SEPTEMBER 17, 2020

This enables the contact center to truly understand how the customer is feeling and be able to personalize their interaction with the customer even further. These new Webex Experience Management capabilities are currently available to customers who use Cisco Webex Contact Center Enterprise and Unified Contact Center Enterprise.

contact center solutions 124

contact center solutions Contact Center Surveys Enterprise 124

Fonolo

AUGUST 28, 2018

We already covered this CCaaS MQ (See “ Is this the End of the On-Premise Call Center? ”) but it’s important enough to post about twice. Talkdesk is the youngest company to ever be included in a quadrant which speaks to the changing nature of the call center world. Our favorite chart: 2018 Front Office BPO Omnibus Survey.

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

Nicereply

SEPTEMBER 28, 2021

That list of tools includes everything from the ticketing system that allows teams to access a shared email inbox all the way to an enterprise-level, cloud-based call center. While HubSpot is aimed mainly at small- to medium-sized businesses, there’s an enterprise plan available for larger companies. Team Management.

Customer Service 98

Customer Service call center software Surveys Analytics 98

Babelforce

SEPTEMBER 17, 2020

Your free guide to IVR automation (eBook). When a caller reaches an inbound call center , the IVR is the first system that they’re going to interact with. Gartner predicts that by 2022, 90% of corporate strategies will explicitly mention data as a critical enterprise asset. How do IVRs create problems? And that’s great.

Interactive Voice Response 52

Interactive Voice Response APIs Self service CRM 52

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 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Call Experts

SEPTEMBER 22, 2022

You might also consider whether refunds are available for digital content, such as ebooks or music downloads. The most common use is for companies that sell products or services online, but many offline enterprises also use them. Call Experts FAQ Support Lines. These are often subject to different rules than physical goods.

Customer Service 52

Customer Service Education Call Center Construction 52

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

Avaya

MAY 9, 2017

It means enterprise leaders having a firm grip on the big data that infuses their organizations. Meanwhile, automation and data analytics have evolved from luxuries to enterprise necessities. Our ebook, The Fundamentals of Digital Transformation, can help organizations get started. The reality of a smart, digital world is clear.

Customer Experience 76

Customer Experience Government Big data Enterprise 76

Avaya

AUGUST 2, 2017

Here’s why this is so concerning: nearly 80% of businesses identified digital transformation as their top strategic priority last year, yet only a fraction have implemented an enterprise-wide digital strategy. English explained how enterprises can bridge a digital gap by engaging in a Discovery Workshop. We’re here to help.

Enterprise 63

Enterprise Big data Analytics Technology 63

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? This is what relevant service level metrics look like in today’s customer care center. Grab a copy of our eBook, “Is a Strategic Partnership Even Possible?”

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

Talkdesk

APRIL 12, 2016

Account-based GTM involves coordinated inbound and outbound sales and is generally best for enterprise targets. Greenfield GTM involves broad outbound calling to a territory or vertical and is generally used for mid-market targets. To access information about the rest, download our TOPO Sales Summit Ebook. About Talkdesk.

Sales 40

Sales Outbound sales call center software Accountability 40

Avaya

MAY 16, 2017

Digital transformation represents a crucial paradigm shift across the entire organization, yet research suggests only a fraction of companies currently implement an enterprise-wide digital strategy. Achieving a digital experience to a point of competitive differentiation requires organizational alignment. Let me know what you think.

Enterprise 50

Enterprise Technology Multichannel Contact Center 50

Enghouse Interactive

OCTOBER 27, 2021

Download our Artificial Intelligence eBook Listen. Once that insight has been extracted, validated, and refined (remember, speed is important here as customer expectations change quickly) it must be acted on when it matters most… when the customer expects it to be. Therefore, organizations must act with clear objectives and commitment.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Babelforce

DECEMBER 2, 2021

To kickstart these relationships, increase connectivity across the enterprise. Also, stay up to date with all of our latest blog posts, eBooks and announcements by following us on LinkedIn and Twitter. They understand the need to build cross-functional relationships between departments. Doing so will enable a unified view of CX.

Customer Experience 52

Customer Experience Management Journey mapping Morale 52

NobelBiz

FEBRUARY 22, 2023

Call Centers must then choose between PBX and cloud telephony implementation. In this article, we discuss the topic of cloud telephony vs. PBX as well as the right telco solution for your call center. What exactly is a call center PBX? This makes it an excellent solution for expanding call center.

Call Center 52

Call Center voip Contact Center Enterprise 52

Noble Systems

MARCH 22, 2021

For many healthcare organizations, the call center is a patient’s first point of contact. In the first blog in this 2-part series, we discussed the top healthcare contact center trends. 6 Healthcare Call Center Technologies. Interactive voice response captures the reason for each call.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Noble Systems

FEBRUARY 20, 2019

Download our ebook to learn what resources and technologies should be on the table for your omnichannel CX program. Research conducted by Aberdeen Group shows that companies that have omnichannel CX programs achieve a 91% higher increase in customer retention compared to those without one. Transformative. Automate Workflows.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

Noble Systems

JUNE 2, 2020

For many companies, the role of the contact center in keeping clients happy is increasing, and improving operational efficiency and performance are key goals for contact centers. Contact center management automation can help companies target a number of critical initiatives to overall performance. Determining Your Requirements.

Call Center 80

Call Center Management Contact Center First call resolution 80

Noble Systems

FEBRUARY 20, 2019

Download our ebook to learn what resources and technologies should be on the table for your omnichannel CX program. Research conducted by Aberdeen Group shows that companies that have omnichannel CX programs achieve a 91% higher increase in customer retention compared to those without one. Transformative. Automate Workflows.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

Fonolo

MAY 17, 2018

We’ve been following publically-traded companies for whom cloud call center is a significant component of their business. First, “Collaborative Contact Center” combines their contact center service (built on inContact) with the RingCentral Glip team messaging/collaboration app. It’s earnings time. Transcript is here.)

Call Center 52

Call Center Abandon rate APIs Contact Center 52

Nicereply

JANUARY 18, 2023

It is considered the best tool for large enterprise teams. Zendesk offers an integrated ticketing system, email, voice, SMS, and live chat support, messaging across web, mobile and social, AI-powered automated answers, help center, easy to set up automation and workflows, reporting and analytics, advanced ticket routing, etc.

Self service 52

Self service Analytics Enterprise APIs 52

NobelBiz

MAY 24, 2021

So one very important difference between on-premise vs. cloud contact center is in the technical capability, accessibility, and management tools that are used to support the solution. Enterprises in both are more proficient and accomplished in implementing software-based contact center solutions.

Cloud contact 52

Cloud contact Contact Center call center software SaaS 52

Netomi

SEPTEMBER 10, 2022

To review some of our own research on this topic, please check out any of our four eBooks on the topic of customer service: The State of Customer Service in 2022 Addressing The Top Customer Service Challenges in Retail with AI Righting the Ship Transforming Customer Service with AI.

Customer Service 52

Customer Service Chatbots Customer Support Enterprise 52

Cisco - Contact Center

AUGUST 18, 2020

Cisco PSTN calling for Webex Contact Center: We’re now offering a quick-to-deploy PSTN calling solution for Cisco Webex Contact Center and Cisco Webex Contact Center Enterprise customers, which makes it easier to purchase and deploy your contact center with a single bill from Cisco.

Contact Center 124

Contact Center contact center solutions Analytics Entertainment 124

Mindtouch

AUGUST 21, 2019

Traditionally, knowledge management is defined as the process of effectively creating, capturing, distributing and sharing an enterprises’ information assets. Knowledge management is the process of effectively creating, capturing, distributing and sharing an enterprises’ information assets. Download the free ebook.

Management 88

Management Self service Chief Customer Officer Chatbots 88

ViiBE Blog

JANUARY 22, 2021

Originally, my co-founder and I developed ViiBE as a solution for emergency medical call centers. No more call redirection, no more operational pauses. Thus, ViiBE copes with enterprises’ multi-entity organization needs; this structure is comparable to your organizations and groups at Zendesk.

virtual call center 52

virtual call center Technical Support Engineering Self service 52

Interactions

JANUARY 6, 2022

As the market continues to focus on an end to end, integrated digital transformation effort across the enterprise, integral to this initiative will be connecting front office functions comprising an industry-leading conversational AI technology when engaging with customers, with back office technologies such as robotic process automation (RPA).

Customer Experience 71

Customer Experience Contact Center Best practices Technology 71

Comm100

FEBRUARY 16, 2018

This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018. Recommended for you: [eBook] Improve Your Customer Experience: An Action Plan for CX Success.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40