Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes.

Quality management 40

Quality management Management Scripts Call flow 40

Balto

SEPTEMBER 7, 2022

Financial services contact centers, in particular, have named the availability of proper software as one of three key challenges for four consecutive years. Without the right tools — like a responsive agent and manager dashboard and cohesive CRM — it’s next to impossible to maintain omnichannel abilities or average speed of answer (ASA).

Contact Center 52

Contact Center Banking Contact center software Average Handle Time 52

NobelBiz

JANUARY 17, 2022

Similarly, some agents will be faster than others when providing the same service. What are the benefits of managing and monitoring the AHT? Naturally, every manager strives to increase traffic flow and reduce expenses. They aim to reduce the time it takes to handle a call and optimize it to be as brief as feasible.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52

SharpenCX

AUGUST 18, 2020

In-line coaching and training. Does your omnichannel software put coaching and training into your daily workflow? As a manager, 70% of your agents’ engagement and experience at work falls on your back. Your agents crave feedback and relevant coaching in-the-moment. Quality and performance management.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

In-line coaching and training. Does your omnichannel software put coaching and training into your daily workflow? As a manager, 70% of your agents’ engagement and experience at work falls on your back. Your agents crave feedback and relevant coaching in-the-moment. Quality and performance management. .

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

Enghouse Interactive

SEPTEMBER 20, 2021

Agents and Supervisor s: increase their real-time communications, more quickly engaging with supervisors when situations require it, while also enabling instantaneous agent feedback and coaching to accelerate the development of agent skills. Benefit Now from the Seamless integration of Telephony and Collaboration. Find out more.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

8x8

JUNE 18, 2018

Sure, if you manage a team of superheroes. Give your sales, operations, and customer service teams and supervisors some serious superpowers, with 8x8 Contact Center : CX-Ray Vision : See inside the entire customer experience pipeline. All-knowing Seer: Quickly detect when calls begin stacking up. Slam-dunk, right?

Average Handle Time 48

Average Handle Time Contact Center Call flow Wait times 48

Balto

FEBRUARY 6, 2023

of agents were able to take on additional management responsibilities. We are in the midst of a loneliness epidemic , and consumers know that a helpful human is only a phone call away at any time. It’s crucial to have direct experience of things like call flows, processes, and winning behavior.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

JustCall

APRIL 12, 2023

Native conversation intelligence platform and call analytics to ramp up agent performance Agent performance & coaching: Call monitoring and performance evaluation. Useful features Call Routing Call Recording Call Management Blended Call Center Call Logging, Virtual Call Center, Call Reporting , etc.

Real estate 52

Real estate Interactive Voice Response CRM Call Center 52

Serenova

JANUARY 3, 2020

And chatbots or IVR call flows handle the initial steps of a call. Self-service applications incorporate customer history and context to personalize interactions, increasing completions and lightening the load on the contact center. A good workforce management tool helps plan for peak times to keep stress low.

Customer Service 53

Customer Service Contact Center Call flow Interactive Voice Response 53

aircall

MARCH 10, 2021

During the initial training, many call center managers take advantage of their cloud-based phone system’s training features, like call monitoring and call whispering: . Call monitoring gives you an opportunity to listen in on calls and offer personalized coaching for as long as you need to. .

Call Center 62

Call Center Scripts call center software Best practices 62

JustCall

FEBRUARY 6, 2023

Cloud phone systems are business communication solutions that let contact centers make and receive calls over the internet. Since the phone calls are managed in the cloud, your resources are freed up from expensive hardware or telecommunication equipment. Its offerings fuse outbound, inbound, and omnichannel call flow.

voip 52

voip Interactive Voice Response CRM Contact Center 52

JustCall

APRIL 3, 2023

AirCall Overview Aircall is a cloud-based phone system and call center software designed for modern businesses that aim to make phone support easy to manage, accessible, transparent, and collaborative. Call tagging for easier call categorization and organization. G2 Rating: 4.3 Provides multiple smart dialer options.

Interactive Voice Response 52

Interactive Voice Response Enterprise Analytics call center software 52

JustCall

APRIL 5, 2023

Five9 has additional features like customizable templates, data visualization, and employee coaching tools. Its biggest USP is the unified staff and workflow management tool. Its IVR utilizes AI, including both natural language understanding (NLU) and automatic speech recognition (ASR) to ensure appropriate routing.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Tethr

OCTOBER 2, 2020

From a customer service interaction over the phone with a customer care rep. in your contact center, to a live chat with your product support team online to a customer prospecting or account maintenance interaction via email with a business development manager or an account manager. So, how are you addressing that gap currently?

Customer effort 108

Customer effort Customer Care Coaching Surveys 108