NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. However, COVID-19 proved to be a catalyst for adopting the cloud-based model due to its work-from-home capabilities.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Both contact center agents and customers benefit from a great customer service knowledge base.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

Talkdesk

JANUARY 6, 2021

Healthcare cloud contact centers should inspire patient loyalty, drive retention and lead HCOs to provide better patient experience. Those with a healthcare cloud contact center as part of their care continuity plans had the agility to move their workforces home with minimal disruption to the patient.

Healthcare 71

Healthcare Cloud contact Contact Center Call Center 71

Connect

APRIL 9, 2024

Download our eBook to learn more. Download Unlock a GenAI-enabled future for your contact centre. Download the eBook: Plotting the journey to generative AI adoption in the contact centre. Download About ‘ Connect.

Technology 94

Technology Customer Experience Management Cloud contact 94

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Both contact center agents and customers benefit from a great customer service knowledge base.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

NICE inContact

SEPTEMBER 25, 2019

What do companies report after they move their contact center technology to the cloud? We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. How important is this?

Cloud contact 54

Cloud contact Contact Center Benchmark Call Center 54

Talkdesk

JANUARY 12, 2018

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. Read the full list of features in our ebook here. What new tools will your contact center features offer customers and agents in 2018?

Contact Center 40

Contact Center Customer Service Customer Experience Cloud contact 40

Talkdesk

JANUARY 12, 2018

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. Read the full list of features in our ebook here. What new tools will your contact center features offer customers and agents in 2018?

Contact Center 40

Contact Center Customer Service Customer Experience Cloud contact 40

Plantronics

AUGUST 13, 2020

In case it was ever in question, this has been the year that call centers proved to be critical for doing business. Since [ ] The post How COVID-19 is Redefining the Contact Center appeared first on Poly Blog.

Contact Center 52

Contact Center Call Center Personalization Customer Service 52

SharpenCX

AUGUST 4, 2021

With all the action, it can be tough to keep your contact center running smoothly. Download Now]: Reduce Inefficiencies in your Contact Center Head-on with these 7 Projects. Your contact center agents have to be prepared to tackle new soft and hard skills to keep up with changing norms. Data is everything.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Talkdesk

DECEMBER 30, 2020

Aim for the cloud For the past five years, we’ve seen the widespread acceptance of the cloud as the most viable option for contact center operations. The pandemic cemented the cloud’s importance, and, as a company that moves contact centers to the cloud, we were proud to be at the forefront of this change.

Contact Center 83

Contact Center contact center solutions Cloud contact Enterprise 83

Plantronics

AUGUST 13, 2020

In case it was ever in question, this has been the year that call centers proved to be critical for doing business. Since [ ] The post How COVID-19 is Redefining the Contact Center appeared first on Poly Blog.

Contact Center 40

Contact Center Call Center Personalization Customer Service 40

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. An All-in-One SMB Call Center Software Solution. Contact Us to get started. Database Integration.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Babelforce

MAY 27, 2021

Here are three examples of that in the contact center: When a customer calls your contact center, your routing system recognizes their location and sends them to a relevant agent. Allowing customers to set up email or SMS alerts (or both) is one example of how contact centers offer customized service.

Customer Service 88

Customer Service Contact Center CRM Interactive Voice Response 88

airespring

FEBRUARY 24, 2016

If you work in a call center, then you already know having a feature-rich contact center solution is important. With all the contact center solutions out there—and all the features available—there is a LOT of terminology and jargon thrown around.

Cloud contact 54

Cloud contact Contact Center contact center solutions Call Center 54

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. You can learn more by downloading NICE Satmetrix’s ebook on The ROI of NPS.).

Metrics 48

Metrics Customer Service Airlines Contact Center 48

Babelforce

DECEMBER 9, 2021

The scalability that SaaS platforms offer enables contact centers to better deal with these rising volumes. However, in terms of providing an effortless experience across digital touchpoints, the cloud service has much more to offer. Again, this bolsters the contact center. babelforce is here to help.

SaaS 52

SaaS APIs Contact Center CRM 52

SharpenCX

NOVEMBER 19, 2019

A simple web search from my phone brings up hundreds of seasonal contact center jobs in Indianapolis and thousands more nationwide. Contact centers see spikes in interaction volume reach as much as 10x typical volume during holidays, events, and vacation seasons, according to Gartner. The future of work is remote.

Interactive Voice Response 59

Interactive Voice Response Wait times Contact Center Abandon Call 59

NobelBiz

MAY 24, 2021

The difference between on-premise vs. cloud contact center is a topic that has become increasingly prominent in the industry. In fact, an organization debating whether to use a cloud service or an on-premise solution must first assess its true needs. What are the types of call center technologies?

Cloud contact 52

Cloud contact Contact Center call center software SaaS 52

NobelBiz

JULY 27, 2021

As software is increasingly handled remotely for a number of reasons, including financial, human, and time restrictions, businesses must examine a wide range of considerations when determining if staying with on-premise or choosing cloud architecture is the best option. Cloud migration strategies.

contact center solutions 52

contact center solutions Cloud contact Contact Center APIs 52

airespring

FEBRUARY 25, 2016

With all the contact center solutions out there—and all the features available—there is a LOT of terminology and jargon thrown around. So to make it easier for you, we decided to put in the work to define cloud contact center terms and ideas in a way that anyone could understand. Let us know!

Cloud contact 54

Cloud contact Interactive Voice Response Contact Center Self service 54

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Is your contact center omnichannel?

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

NobelBiz

FEBRUARY 21, 2022

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact center software 52

Contact center software Contact Center contact center solutions Cloud contact 52

NobelBiz

FEBRUARY 22, 2023

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

contact center solutions 52

contact center solutions Contact Center Cloud contact Contact center software 52

Noble Systems

FEBRUARY 10, 2021

What Contact Centers Can Do Now to Address Shifting Customer Behaviors. Earlier in this 3-part blog series, we looked at recent changes in consumer demands ( Part 1 ), including the top five contact center customer behavior trends that are here to stay ( Part 2 ). Anywhere customer service and engagement.

Contact Center 98

Contact Center Gamification Self service Analytics 98

NobelBiz

FEBRUARY 22, 2023

What is cloud telephony? The term “cloud” is frequently used to characterize service delivery. In other words, contact centers can host their communications system using a SaaS (Software as a Provider) subscription, with an external service handling administration, maintenance, and updates.

Call Center 52

Call Center voip Contact Center Enterprise 52

Babelforce

DECEMBER 17, 2020

Now the million-dollar question: how do you translate this to customer service processes in the contact center ? #1 Find out where to start in your free eBook, ‘ How to Automate Anything in the Contact Center ’. Get the eBook. 3 Roads to Personalized Customer Service. 1 Recognize your customers!

Personalization 52

Personalization Customer Service Contact Center APIs 52

Connect

JANUARY 25, 2024

The 2024 Contact Centre Buyer’s Guide , developed by Genesys , the #1 AI-powered experience orchestration platform, delves deeper into these trends and unpacks how businesses should leverage the cloud as a top-level differentiator, now and into the future. We provide simple, elegant solutions to the most complex problems.

Cloud contact 50

Cloud contact Construction Technology Self service 50

NobelBiz

JANUARY 30, 2024

Inevitably, call center blockage significantly impacts customer experience. Addressing the issue of call blockage in contact centers is essential for maintaining service quality and operational efficiency. This challenge, often arises during peak periods or due to technological shortcomings.

Call Center 104

Call Center Interactive Voice Response Telecommunications Contact Center 104