DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. The future of contact center technology is in the cloud.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

3CLogic

MAY 26, 2022

If you are seeing a significant drop in customers or stagnated growth in net new customers, the best way to center the new expectations for customer experience is an informed customer experience strategy that can even help you achieve — and exceed — your revenue goals. every year from 2022 to 2030.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

NobelBiz

MARCH 12, 2024

Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust. To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). CXM has completely revolutionized how brands engage with their customers.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

NobelBiz

DECEMBER 19, 2023

Brayan Carpio Senior Call Center Manager, Call4You Marketing Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Call Center 105

Call Center Management Wait times Contact Center 105

Cisco - Contact Center

JANUARY 27, 2020

Delivering superior customer experiences is more important now than it has ever been for companies of all sizes. In a study by Bain & Company, a 10x disparity was found between how brands perceive their customer service and how customers perceive that same service. How Well Do You Know Your Customers?

Contact Center 89

Contact Center contact center solutions Enterprise Cloud contact 89

EPIC Connections

SEPTEMBER 10, 2018

Your industry needs, your business needs, and your operations are extremely unique, making no two cloud contact center solutions alike. The implementation process is a metamorphosis that takes a cloud contact center technology platform and transforms it into the right solution for your company.

Cloud contact 33

Cloud contact Contact Center Call flow Best practices 33

NobelBiz

MAY 16, 2023

As contact centers began exploring the cloud-based model more closely, they realized that it could offer far more than just the ability to work from home. Its scalability, flexibility, and cost-effectiveness make it an attractive option for organizations looking to streamline their operations and enhance customer experiences.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

NobelBiz

MARCH 29, 2022

Increase your customer knowledge by doing customer surveys The second step toward increased engagement is to expand your knowledge while promoting action. Encourage customer connection by providing feedback questionnaires at the end of each interaction. In contact centers, this is the core of Omnichannel.

Contact Center 52

Contact Center Cloud contact contact center solutions Brand ambassadors 52

NobelBiz

JUNE 29, 2021

The customer experience is critical to every company’s long-term viability. This customer journey’s enhancement is a work in progress. Outsourcing is the greatest option, allowing companies to focus their approach on their customers. Then, across all consumer touchpoints, you’ll need to provide customized actions.

Customer Experience 52

Customer Experience Contact Center CRM Customer centricity 52

3CLogic

AUGUST 3, 2021

A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up. To keep up with the digital competition and deliver an exceptional customer experience , contact centers must reduce their caller’s average time in queue.

Interactive Voice Response 98

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

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. What Is an Omnichannel Contact Center?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. What Is an Omnichannel Contact Center?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

VocalCom

JUNE 22, 2020

The COVID-19 pandemic accelerated this existing trend: while the crisis was raging, a survey by Gartner revealed that 41% of employees expected to be more likely to work remotely at least some of the time after the pandemic, while a survey by Global Workplace Analytics showed that 77% of the workforce wanted to work from home (“WFH”) after it.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

NobelBiz

MAY 16, 2023

As contact centers began exploring the cloud-based model more closely, they realized that it could offer far more than just the ability to work from home. Its scalability, flexibility, and cost-effectiveness make it an attractive option for organizations looking to streamline their operations and enhance customer experiences.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

Serenova

JULY 16, 2019

And, consequently, enterprises are scrambling to adjust the way they manage customer engagement and experience. Amid the scramble, are you meeting expectations to deliver exceptional digital customer experiences? 94% of respondents say poor customer service would cause them to abandon the brand for a competitor.

Contact Center 40

Contact Center Customer Experience Surveys contact center solutions 40

Cisco - Contact Center

JANUARY 8, 2020

Transitioning your on-premises call center to the cloud creates enormous opportunities for growth and innovation. Some businesses have near and long-term plans to move to the cloud. According to our recent global survey, 62% of contact center executives plan to implement a cloud contact center within the next 18 months.

Best practices 67

Best practices Contact Center Cloud contact Enterprise 67

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center CRM 48

NICE inContact

AUGUST 21, 2019

In its second annual global research study of businesses , NICE inContact set out to compare perceptions of business contact center leaders and consumers in key areas of customer experience. An advanced cloud contact center solution, like CXone , allows a company to specify the rules for handling channels differently.

contact center solutions 54

contact center solutions Contact Center Morale Benchmark 54

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? All the way from onboarding to support to troubleshooting has been great throughout this journey!”

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Cisco - Contact Center

FEBRUARY 18, 2020

And they’re looking for unique ways to create differentiated experiences for both their employees and customers that will result in better customer experiences, repeat business, and improved performance of their contact center. Integration with Webex Experience Management (formerly CloudCherry).

Contact Center 128

Contact Center Enterprise Self service contact center solutions 128

NobelBiz

FEBRUARY 21, 2023

The customer satisfaction score aims to get feedback on specific topics such as products or services, quality of interactions with call center agents or after-sales support, purchase procedures, customer experience impression, and so on. Let’s assume that 1000 clients responded to your customer satisfaction survey.

Call Center 52

Call Center Surveys Telecommunications Feedback 52

NobelBiz

APRIL 18, 2022

As it overlooks three critical components: the customer experience, the rise of new communication and the new contact center technologies. Modern customers want immediate and dependable solutions, which means your call center’s efficiency must be at its peak at all times.

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. What Is an Omnichannel Call Center?

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. CSAT = (number of positive responses / the total number of responses) x 100.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

JustCall

MARCH 7, 2023

Nearly half of customer service agents already find it hard to manage tough conversations. Add to that the heightened customer expectations today (especially after the pandemic), and you will see the need for a robust analytics contact center solution. What Is Contact Center Analytics?

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

NobelBiz

JULY 19, 2022

This is an excellent method to achieve call center efficiency. Discover a wealth of invaluable insights into the world of customer experience. Find out about the future customer experience center ! In the end, it is your consumers who will benefit from a high-end customer experience on every call.

Contact Center 52

Contact Center Contact center software Coaching Telecommunications 52

Serenova

APRIL 22, 2019

While the number of contact centers migrating from traditional on-premises solutions to contact center-as-a-service (CCaaS) steadily increases, contact centers still exploring cloud options are considering their potential moves carefully. A seamless customer experience is business-critical.

Contact Center 40

Contact Center Cloud contact Enterprise contact center solutions 40

NobelBiz

MARCH 21, 2023

When a problem arises, the customer expects a quick and efficient resolution. It isn’t easy to satisfy every customer on the first interaction. However, by studying customer experience metrics such as FCR, contact centers can create a balance between customer satisfaction and reducing service costs.

First call resolution 52

First call resolution Call Center Contact Center Abandon rate 52

NobelBiz

FEBRUARY 7, 2022

And we will also discuss 10 tactics to improve Customer Experience through IVR messaging. Why does IVR messaging enhance customer experience? Contact Center Customer Experience always starts with how a customer feels before knowing how a particular technology works.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Yes, Technology Can Help, But Choose Wisely.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

NobelBiz

FEBRUARY 22, 2023

The choice of communication channels is not up to contact centers Indeed, it’s not the contact center nor the brand who determines the communication channel, that choice is primarily up to the clients. And it goes without saying that this progress pleases customers.

Contact Center 52

Contact Center Scripts Customer Care contact center solutions 52

NobelBiz

FEBRUARY 22, 2023

The choice of communication channels is not up to contact centers Indeed, it’s not the contact center nor the brand who determines the communication channel, that choice is primarily up to the clients. And it goes without saying that this progress pleases customers.

Contact Center 52

Contact Center Scripts Customer Care contact center solutions 52