Connect

APRIL 18, 2024

In contact centres, the technology holds the potential to turn clunky chatbots into super-agents that deliver exceptional customer experiences 24×7, boost agent productivity, and drive business success by managing frontline engagement, offloading basic tasks from agents to boost contact centre capacity and first contact resolution (FCR) rates.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

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

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 100

Contact Center Analytics Marketing First call resolution 100

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. CxEngage Quality Management provides native call recording, screen capture and quality assurance capabilities all within a unified interface, which means fewer applications to manage.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

Enghouse Interactive

DECEMBER 5, 2018

Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. Cloud contact centre adoption rates will continue to grow. 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

8x8

OCTOBER 25, 2017

The good news: pure cloud contact center providers have benefited from legacy providers’ struggles to create flexible solutions to transform customer experiences and turn pain into triumph. This helps businesses better manage their resources and alleviate the pain of customers waiting on hold for an extended period.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

NobelBiz

AUGUST 3, 2021

What are the flaws in your contact center? In order to find the accurate answer to these questions, business owners and managers must go beyond guesses and instinct and rely on scientific, clear, and quantitative facts. Team Management: how dedicated are your agents?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

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

NICE inContact

JANUARY 24, 2019

Meaningful data and reporting are critical elements for any contact center. Without an accurate read on performance and the quality of the service being provided to customers, managers can’t know where—or how—to improve. Agents now get timely, meaningful quality scoring and feedback.

Contact Center 54

Contact Center Coaching Quality management Metrics 54

Serenova

JUNE 6, 2019

Despite growing adoption , many contact center leaders still are moving forward cautiously as they work through risk versus benefit of the cloud. The panel addressed these three key benefits of cloud contact centers, all of which directly and positively affect CX: Security. Ensuring Post-Migration Success.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Enghouse Interactive

JANUARY 13, 2021

Video enablement: either use internally to manage remote agents, or externally for communications with customers. say video is vital for managing remote employees. Successful companies more likely to use cloud services and are more successful when they do. Using cloud contact center platforms drives more revenue (54.1%

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

NICE inContact

JUNE 21, 2016

Great quality management programs compile results at the agent, team, and location levels to track growing trends and gain additional insights. Sharing this information with project managers, supervisors, and trainers helps everyone stay on the same page and identify larger opportunities for improvement.

Calibration 50

Calibration Coaching Contact Center Quality management 50

NICE inContact

JULY 10, 2018

So how can businesses reap the rewards and achieve the most out of an investment in cloud contact center technology? Firstly, it’s important to have the right software cloud software in place. You’ll be looking for a vendor that can provide this as well as who can help you optimize your cloud contact center in these five ways.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

CSM Magazine

JULY 14, 2022

Smart resellers are already adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio. Just be sure to check the label: is it true or fake cloud?

Management 59

Management Agent Empowerment Analytics Cloud contact 59

NobelBiz

FEBRUARY 22, 2023

What steps should you take to ensure that teleworking does not have a detrimental influence on the efficiency, quality, and performance of your Contact Center? Most Contact Center Management, ticketing, and flow routing systems are now accessible in the cloud, and some are only available there.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

What steps should you take to ensure that teleworking does not have a detrimental influence on the efficiency, quality, and performance of your Contact Center? Most Contact Center Management, ticketing, and flow routing systems are now accessible in the cloud, and some are only available there.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

Playvox

MAY 4, 2023

Multichannel contact centers offer service in many digital channels, but those channels are siloed. Omnichannel cloud contact centers are known for speedy setup and low operating costs. Taking it a step further, you also need a solution that takes a digital-first approach to quality management.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

NICE inContact

AUGUST 28, 2019

Contact center managers often tell us, “My contact center. And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”. Quality Management Analytics. And NICE inContact can help you do just that!

Surveys 55

Surveys Coaching Contact Center Analytics 55

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. appeared first on NICE inContact Blog.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

NobelBiz

MARCH 23, 2022

Get to know your contact center agents, managers, supervisors and implementation teams’ needs You don’t want to sign up for a contact center solution simply because of the claim it will improve your contact center KPIs. Can you manage your call routing with a single software or with different software solutions?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

NICE inContact

JUNE 21, 2019

But consistency across the board in functionality, quality management, and service were an issue because the collections team’s PBX dialer offered no reporting or visibility into agent’s performance. New opportunities for coaching emerged, and call quality and conversion rates rose. With 800+ stores across the U.S.,

call center software 54

call center software Contact Center Metrics Coaching 54

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. Campaign management and segmentation are possible. Twilio supports workflow management. A/B testing for improved campaigns is possible on Twilio.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Fenero

JULY 23, 2020

In these times of COVID-19, the ways of contact center operations have been fully shaken up. The new normal is vastly different than the traditional contact center management experience to which most had grown accustomed. So how can contact centers and their employees adapt? How to lead and drive results has changed.

Contact Center 8

Contact Center Contact center software Cloud contact Morale 8