Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

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

Call Experts

MARCH 5, 2020

Cue the experienced live-agent contact center. . Here are our top 4 benefits of partnering with a contact center to support and grow your plumbing business: . Hire a plumbing contact center that works 24x7x365. Contact centers are available virtually and remotely. 24x7x365 answering service.

Contact Center 80

Contact Center Journey mapping Interactive Voice Response Answering services 80

Call Experts

FEBRUARY 26, 2020

Contact centers must capture data in real-time and enter correctly into CRM systems to provide reporting for your business to make data-driven decisions. . Telephony provider Companies are looking for a partner that can provide telephony and contact center infrastructure. Understanding Contact Center Billing.

Contact Center 59

Contact Center Journey mapping Interactive Voice Response Call Center 59

Serenova

MARCH 31, 2020

Contact centers are still scrambling to find ways to support work-from-home (WFH) agents in the face of the coronavirus and rapidly spreading COVID-19 outbreak. This move to WFH is imperative to the health of your agents, and the only way to do it quickly and effectively—long-term—is through a cloud-based solution.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Employee engagement. Intraday management.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Employee engagement. Intraday management.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

NobelBiz

MAY 6, 2022

This article will explain why employee recognition is based on creating a culture of recognition, and whether you can use reward and incentive strategies for contact centers. What is employee recognition? We often associate employee contribution with high performance, but that is not entirely the case.

Contact Center 52

Contact Center Morale Call Center Employee engagement 52

SharpenCX

JULY 23, 2020

We’ve seen the typical call center in TV shows or in movies. This scene makes for good drama, but today contact centers look different. . Contact centers have a tendency to get stuck in the past, caught in a time capsule with outdated technology, rules and KPIs that grip to the exact reputation they’re trying to shake.

Contact Center 101

Contact Center Call Center Education At home agents 101

Liveops

MARCH 11, 2021

Engaging with your team on a regular and frequent basis allows you to get a pulse check on their productivity and overall sentiment. Try not to align employee happiness with employee engagement. Five9 is the leading provider of cloud contact center software. Learn more at five9.com.

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

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

SharpenCX

JULY 26, 2023

Every call your contact center receives brings heaps of data with it: customer information, customer preferences, product insights, customer satisfaction scores, and much more. What is Call Center Data? Call center data is any information that comes from customer interactions in your contact center.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Serenova

NOVEMBER 19, 2019

This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation. I want to share with you my personal perspective on how it will deliver value to the markets we serve, as well as our stakeholders, including customers, partners and employees.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

Serenova

JULY 7, 2020

Contact center supervisors must be equipped to better identify and tailor training programs to each agent’s skill gaps and training needs. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Contact centers must train agents to work smarter and more effectively. Embrace continuous training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

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. Database Integration.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Serenova

APRIL 16, 2020

When employees feel supported, they perform better, making it easier to maintain business continuity in the short-term. Employee care programs also have a long-term impact on employee engagement , productivity, loyalty and retention. A Cloud-based Support Center for a Global Workforce.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

Liveops

MARCH 15, 2021

Engaging with your team on a regular and frequent basis allows you to get a pulse check on their productivity and overall sentiment. Try not to align employee happiness with employee engagement. Five9 is the leading provider of cloud contact center software. Learn more at five9.com.

Gamification 62

Gamification Enterprise Contact Center Contact center software 62

SharpenCX

JANUARY 6, 2021

Customer data is the nucleus of your contact center. The more investments in cloud CRMs and ticketing systems, the harder it will become to integrate and share customer data with legacy call center systems. . When you invest in modern cloud tools, you invest in improved agent performance and happier customers.

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

Call Experts

FEBRUARY 19, 2020

It is the right time to optimize your CX with proven strategies; contact our team today to learn more. . Key 2020 Trends: Cloud Contact Centers. The holiday rush doesn’t mean an overload for your business when you partner with a contact center. How Contact Centers Manage the Holiday Rush.

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

Serenova

JULY 7, 2020

Contact center supervisors must be equipped to better identify and tailor training programs to each agent’s skill gaps and training needs. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Contact centers must train agents to work smarter and more effectively. Embrace continuous training.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Call Experts

MARCH 18, 2020

How Contact Centers Support Plumbing Businesses. Understanding Contact Center Billing. Key 2020 Trends: Cloud Contact Centers. The holiday rush doesn’t mean an overload for your business when you partner with a contact center. How Contact Centers Manage the Holiday Rush.

Education 75

Education Contact Center Journey mapping Interactive Voice Response 75

Fonolo

APRIL 27, 2020

Handpicked related content: 5 Creative Ways to Manage Agent Shortages in Your Contact Center. Employee relationships are important, and we believe they should always be a priority. When managing a team of remote call center agents, this is even more imperative.

Call Center 112

Call Center Morale Contact Center Gamification 112

SharpenCX

SEPTEMBER 17, 2019

Learn how custom dashboards help you tell a story supported by contact center data. Identify what’s holding you back from reaching your contact center (and company) goals. Ask your customers and your employees what frustrates them. Learn how one uniting purpose improves employee engagement.

Contact Center 59

Contact Center Cloud contact Contact center software Morale 59

NICE inContact

MARCH 26, 2019

Most contact centers share a goal of delivering excellent customer service. Customer experience has never been more important in earning brand loyalty — and for your center to improve, you should understand how your organization compares with others. But how many truly achieve that objective? Organizations in this stage.

Customer Experience 60

Customer Experience Contact Center Customer centricity Employee engagement 60

Fonolo

FEBRUARY 2, 2023

Depending on your unique operational needs and gaps, you may use a different combination of technologies to automate your contact center. Let’s explore some of the benefits you can expect from an automated call center. And with the Great Resignation looming over the contact center world, you’ll need all the help you can get!

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

Noble Systems

APRIL 14, 2021

The virtual call center has become a hot topic, as the coronavirus pandemic has moved call center teams from centralized offices to individual homes. A virtual contact center is designed to support distributed workforces. Advantages of using a virtual contact center solution versus a traditional call center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. HoduCC – Contact Center Software.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Contact Center Pipeline

MARCH 31, 2023

As we close out the first quarter of 2023, our readers are focused on the future. Tiffany guides us on how to up our workforce management game. Tim shares valuable lessons learned from the pandemic and how best to move forward in the new normal. Our Vendor Roundtable dives into key trends in whether and […]

Management 29

Management Employee engagement Cloud contact Contact Center 29

SharpenCX

AUGUST 21, 2023

This is a worthwhile strategic goal for call centers because it is easily attainable with the right contact center software and best practices. Improve the employee experience. More than call-center-specific objectives, this is one goal that’s directly related to greater company success. The result?

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

JustCall

APRIL 5, 2023

Talkdesk often comes up as a worthy VoIP alternative, all thanks to its robust artificial intelligence (AI)-powered contact center tools. JustCall Overview JustCall is a VoIP business phone system and contact center software. It provides exceptional experiences for employees and customers.

voip 52

voip Interactive Voice Response APIs Contact Center 52

airespring

NOVEMBER 8, 2015

According to the Pew Research Center , 74 percent of adult Internet users—and 89 percent of millennials—are active on social networks. As such, social is quickly becoming an integral aspect of the mature contact center. In fact, customers are increasingly reaching out to brands through social platforms.

contact center solutions 48

contact center solutions Contact Center Enterprise Management 48

SharpenCX

JUNE 9, 2021

How your employees feel about your company’s core qualities — like collaboration, work environment, mission and value alignment — are 20% higher at companies with strong cultures. And all of these qualities are directly connected to employee engagement. . Invest in cloud software for your contact center.

Management 67

Management Contact Center Employee engagement Engineering 67