SharpenCX

OCTOBER 13, 2021

If you haven’t already, it’s vital to have cloud technology that keeps your data safe and makes your customer information accessible anywhere with internet access at any time. Cloud contact center technology allows your team to route and deliver interactions to remote agents across any channel.

Contact Center 128

Contact Center Technology Coaching Analytics 128

Serenova

MAY 29, 2020

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. But the effects of this pandemic have shown it takes a cloud solution to adapt in a constantly changing world. Get the complete picture.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

SharpenCX

DECEMBER 1, 2021

To provide the best support during this time, coach your agents to start each customer interaction with empathetic calm and focus on fast solutions. Automate simple tasks in your cloud contact center platform, like sending coaching tips to agents, organizing customer data into clear reports , and routing calls to get customers help promptly.

Self service 128

Self service Coaching Contact Center Cloud contact 128

Talkdesk

MAY 11, 2020

How should contact center leaders talk about performance and coach teams? Use data to validate why agents should adopt new behaviors through micro-coaching sessions to improve every customer interaction. They then leave comments to motivate, coach, or encourage agents via Observe.AI. What should be avoided?

Coaching 88

Coaching Contact Center Morale Analytics 88

Talkdesk

FEBRUARY 21, 2020

To further improve its customer service operations and overall user satisfaction, OneCause opted for the enhanced reporting and customization capabilities of Talkdesk Enterprise Cloud Contact Center.

Enterprise 61

Enterprise Cloud contact contact center solutions Contact Center 61

Balto

MAY 25, 2022

Louis, MO — Balto, the #1 real-time guidance platform for contact centers, won first place in the May 2022 Talkdesk Digital Showdown , a semi-annual competition run by Talkdesk®, Inc., a global cloud contact center leader for customer-obsessed companies. About Balto. Balto guides agents to say the right thing on every call.

Coaching 52

Coaching Contact Center Cloud contact Engineering 52

Serenova

JULY 7, 2020

Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. Regardless of their experience level, agents need to quickly master the latest contact center technologies and approaches. The most successful contact centers take it further.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Global Speech Networks

JANUARY 11, 2022

Contact centres have a simple solution: Cloud Contact Centre Technology. The role of Cloud Contact Centre Technology. Cloud Contact Centre (CCC) s olutions can deliver measurable improvements in customer revenue, operational costs, and customer journey management, among other metrics. Reduce costs.

Finance 52

Finance Technology Customer Experience Cloud contact 52

NobelBiz

NOVEMBER 27, 2023

This information facilitates performance analysis, accountability, and targeted training and coaching for agents. This helps identify high-performing agents, and areas for improvement, and enables targeted training or coaching to enhance overall performance. Want to learn more?

Call Logging 59

Call Logging voip Contact center software CRM 59

Balto

JUNE 8, 2022

In addition to its core Real-Time Guidance offering, Balto also provides Real-Time Coaching and Real-Time Quality Assurance , which slash agent ramp time, increase retention, and automate conversational compliance. Louis, Missouri, Balto has transformed contact center operations and guided over 100 million conversations worldwide.

Contact Center 52

Contact Center Coaching APIs Cloud contact 52

NobelBiz

APRIL 18, 2023

Leveraging Call Center Cloud-Based Solutions Cloud contact center solutions provide flexibility and scalability, allowing managers to adapt quickly to changing business needs. Providing Regular Feedback and Coaching Regular feedback and coaching are essential for driving performance improvement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Serenova

MAY 13, 2020

Contact center quality management solutions like CxEngage Quality Management monitor and evaluate agents’ interactions by recording calls, capturing agents’ desktop screens and facilitating agent performance evaluation. You can determine the coaching and training that will have the greatest impact on customer experience.

Contact Center 75

Contact Center Calibration Quality management Coaching 75

SharpenCX

JANUARY 6, 2021

Supporting a smooth move to the cloud lets you adopt customer service tools built for the new-age customer experience. You can add channels and coach on the fly to build in more efficiency and confidence for your team, so you keep hold times and escalations at bay even during the toughest times. What’s more?

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

Talkdesk

APRIL 8, 2020

The organization sought out a new contact center solution with skills-based routing, call recording, robust monitoring and the ability to provide listen-in support to coach agents while interacting with customers. In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match.

contact center solutions 69

contact center solutions Cloud contact Contact Center Coaching 69

NICE inContact

JULY 1, 2019

Having engaged Webhelp, a global BPO (business processor outsourcer) and NICE inContact DEVone partner for assistance, Swedish Rail found that the move to a cloud contact center solution has provided the reliability and broader functionality it was looking for, not to mention real-time performance data for employee coaching and development.

Contact Center 56

Contact Center Transportation Cloud contact Government 56

3CLogic

AUGUST 3, 2021

To combat this issue, contact center managers should analyze their historic call volumes through robust reporting engines to determine peak call times or seasons and staff accordingly. Monitor Agent Activity To Provide Real-Time Coaching. Empower Callers With A Callback Option.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

Enghouse Interactive

DECEMBER 5, 2018

Cloud contact centre adoption rates will continue to grow. We are seeing a growing willingness for businesses to move to cloud-based contact centres and we expect that trend to continue during 2019. Today, all these concerns are steadily melting away and there is a much higher level of confidence in the cloud.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

Noble Systems

MARCH 20, 2020

Most cloud contact center solutions will be able to provide remote configuration with a web-based agent desktop and web-based system management and configuration. For contact centers taking payments over the phone, securing Payment Card Data is a priority. Some useful links to government resources and advice are also listed.

Contact Center 82

Contact Center voip Gamification Government 82

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. Depending on the report, data surfaced can be used to understand agent performance, improve coaching, refine products and services, and so much more.

Contact Center 98

Contact Center Analytics Marketing First call resolution 98

Cisco - Contact Center

SEPTEMBER 17, 2020

Webex Contact Center now supports stereo recording for agent-customer conversations, making it possible to clearly distinguish who is speaking and apply sophisticated voice analytics for customer sentiment detection and agent coaching, to improve customer experiences. To learn more about Webex Experience Management read our ebook.

contact center solutions 123

contact center solutions Contact Center Surveys Enterprise 123

SharpenCX

MARCH 18, 2020

Aside from your cloud contact center platform, agents will need access to your knowledge base, customer files, SOPs, CRM, and ticketing system, too. Use video conferencing for coaching sessions and team meetings. Hop on a video call for your 1:1 coaching sessions, too. At best, those lines become blurred. What’s more?

Call Center 94

Call Center Morale Coaching Cloud contact 94

Serenova

APRIL 19, 2020

As you contemplate a cloud contact center solution to optimize your WFH transition, remember to focus on these four features: Workforce Optimization. Supervisors can identify exactly where each agent is delivering great service while uncovering opportunities for additional training and coaching. Customer-first Support.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

Serenova

JULY 7, 2020

Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. Regardless of their experience level, agents need to quickly master the latest contact center technologies and approaches. The most successful contact centers take it further.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Serenova

FEBRUARY 18, 2020

They’re connected to your cloud contact center platform with just a web browser and internet connection. You can also coach and train agents from anywhere. The Cloud Helps You Better Manage Your Contact Center.

Contact Center 93

Contact Center Cloud contact Analytics Coaching 93

Cyara

JULY 9, 2019

Businesses of all sizes want the most reliable, secure and advanced contact center solutions, coupled with ease of configuration/integration, all at the most affordable price point possible. Cloud contact centers, particularly Amazon Connect, provide businesses with a service that incorporates and embraces all of these characteristics.

Cloud contact 52

Cloud contact Contact Center Average Handle Time contact center solutions 52

TechSee

AUGUST 14, 2023

He has over 20 years of customer service, sales, and management experience, with a laser focus on contact centers. He regularly advises companies on topics such as contact center sales skills, coaching skills, and handling irate customers. of podcasts worldwide.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Robert Davis

AUGUST 13, 2019

The company was founded by a team of industry veterans who pioneered the leading on-premises solutions and today are delivering architecture for the future with an advanced cloud-first approach. Bright Pattern’s cloud contact center solution is used globally in over 26 countries and 12 languages. About Robert C.

Contact Center 48

Contact Center Consulting Consulting Coaching 48

Serenova

NOVEMBER 19, 2019

By combining Serenova’s CCaaS with intelligent, native WFM, we will offer a new and innovative way for contact centers to ensure the right staffing, at the right time, for optimal cost efficiencies and customer experience. This kind of integration is necessary. And it’s what’s next.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

Fonolo

DECEMBER 15, 2020

In 2021, leaders must continue to find better ways to manage and coach their distributed teams, which will require reliable, real-time analytics.”. The State of the Contact Center 2020. The other big trend that will continue in 2021 is the rise of cloud contact centers to support remote agents.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

CSM Magazine

OCTOBER 25, 2022

Calabrio continues to attract top-tier talent as the cloud contact centre landscape evolves. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching.

SaaS 52

SaaS Cloud contact Customer centricity Coaching 52

Talkdesk

NOVEMBER 24, 2020

Supervisors are able to monitor and coach agents in real-time and will also get immediate access to analytics. From providing a better patient experience to reducing missed care, Talkdesk can help you reimagine the healthcare contact center.

Healthcare 101

Healthcare Average Handle Time Contact Center CRM 101

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. What Does Moving To The Cloud Mean?

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

SharpenCX

JULY 26, 2023

One of the best ways to do this is to create ops dashboards that map out your contact center’s most crucial KPIs, so everyone can track progress at a glance. Tailor coaching to help them develop in-line training plans that address issues specific to each agent. Or, could it be that they’re bored and unchallenged due to overstaffing?

Call Center 67

Call Center Contact Center Contact center software Coaching 67

NobelBiz

JULY 19, 2022

Agents in training can be corrected on how to convey the message in a manner that is consistent with your company’s brand image through this “live” coaching method. There is one flaw in call whispering coaching. In other words, supervisors can only listen in on so many calls at a contact center with many teams or agents.

Contact Center 52

Contact Center Contact center software Coaching Telecommunications 52

NobelBiz

MAY 16, 2023

If you want a more in-depth, one-on-one explanation about the difference between the two and what suits best for your business, download our free exclusive ebook: On-Premise vs. Cloud Contact Center Solution: Benefits and Challenges. How Do Hosted Contact Centers Work? According to zippia.com , cloud-based (i.e.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Noble Systems

MARCH 19, 2021

While many large enterprises still use these on-premise systems, SMB call centers can now take advantage of today’s cloud call center software for small businesses. Cloud Contact Center for SMBs. Cloud contact center software systems offer smaller teams the benefits of the same tools and technologies used by big businesses.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Serenova

MARCH 31, 2020

Serenova’s CxEngage cloud contact center solution goes beyond simply moving agents from a seat in the contact center to one in their own home, it provides tools and features that keep your contact center agents working safely and productively long-term. Supervisors can’t stop by an agent’s desk with a quick comment.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90