Call flow Contact Center Knowledge Base Self service 
Myra Golden Media
APRIL 11, 2023
A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. Learn more about Customer Service Master Class.
Upstream Works
SEPTEMBER 5, 2019
The most obvious example of a channel would be Voice, or calls placed to a call center or contact center to be answered by the next available agent, courtesy of call center software. An organization offering multiple customer channels is often referred to as having a “multichannel” contact center.
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Hodusoft
JULY 19, 2023
Best practices for using inbound call center software Future of inbound call center software What is Inbound Call Center Software? Inbound call center software refers to a suite of tools and technologies used to manage and handle incoming customer calls within a contact center environment.
SharpenCX
JUNE 28, 2023
This means true customer service success is far deeper than just tracking calls received. Improving your customer service metrics requires a deeper look at which KPIs make sense for your contact center and the strategies you use to achieve them. What Call Center Metrics Should You Measure?
SharpenCX
AUGUST 18, 2020
With physical shops and workplaces shutting down, consumers were forced to turn to digital channels, like chat, self-help knowledge bases and texting, for support. Not only that but, contact center leaders say the lack of an integrated agent desktop is their leading productivity challenge. A simplified interface.
SharpenCX
AUGUST 18, 2020
With physical shops and workplaces shutting down, consumers were forced to turn to digital channels, like chat, self-help knowledge bases and texting, for support. Not only that but, contact center leaders say the lack of an integrated agent desktop is their leading productivity challenge. A simplified interface.
Enghouse Interactive
FEBRUARY 9, 2021
Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Artificial Intelligence (AI) and Unified Communications (UC or UCaaS) are becoming integral to every contact center, with different benefits from each. AI-Enabled Self Service (34.8%
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