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. The Cloud.

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

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Cisco - Contact Center

JANUARY 21, 2020

Europe, with its 24 official different languages, is certainly posing some extra challenges to those companies delivering services across countries part of the union, and that’s nothing considering that there are more than 200 languages spoken on the continent. Narrowing the Call Center Gap.

Contact Center 94

Contact Center contact center solutions Cloud contact Call Center 94

Noble Systems

MAY 4, 2021

We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience. What is the difference between a Call Center and a Contact Center? The Contact Center was the next evolution.

Contact Center 52

Contact Center Call Center Technology Interactive Voice Response 52

NobelBiz

FEBRUARY 13, 2024

This efficiency reduces idle time and increases overall contact rates. NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. Among its standout features is the Preview Dialer.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

JustCall

MARCH 7, 2023

Brands have already made the move to upgrade from basic call centers to contact centers for the agility and flexibility that they provide. Addressing this gap between expectation and capacity, contact centers offer extended functionality and better efficiencies. What is a Contact Center?

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

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

JustCall

MARCH 7, 2023

Introduction Contact centers are one of the most underrated departments of a business. It is important to equip your call centers with the right toolset and insight for them to function well. Nearly half of customer service agents already find it hard to manage tough conversations. What Is Contact Center Analytics?

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 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. Auto-Attendant and IVR. Learn more about specific features for Telemarketing or Collections teams.).

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Serenova

APRIL 7, 2020

We’ve been sharing our expertise and doing a lot of listening to understand the most important challenges contact centers are facing every day of this crisis. It was critical to address the issues quickly so agents could be up and running, and back to serving customers without negatively impacting service-level agreements (SLAs).

contact center solutions 98

contact center solutions Cloud contact Contact Center Business Process Outsourcing 98

Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

DMG Consulting

JULY 2, 2018

DMG helps companies select all types of contact center and back-office systems. During the past few years, many of our clients have expressed an interest in acquiring cloud-based systems. By Donna Fluss. are replacements of existing on-premises systems. are replacements of existing on-premises systems.

Best practices 67

Best practices Technology Interactive Voice Response Management 67

Expivia

APRIL 1, 2021

Technology is evolving so quickly that every year there is something new that will make our call center life easier. With that in mind, let’s look at ten changes that will be coming to contact centers in the next five years. Cloud Contact Centers. Predictive Behavior Routing. AI Influence on WFM.

Call Center 40

Call Center Interactive Voice Response outsourcing Chatbots 40

Fenero

AUGUST 31, 2020

Overall, cloud contact center software wins easily with greater functionality with faster deployment. Also, a cloud-based contact center option decreases both cost and downtime. Below we break down 8 benefits of a cloud-based contact center choice: 1. Scalability and flexibility .

Contact Center 10

Contact Center Average Handle Time Cloud contact Contact center software 10

NobelBiz

MARCH 21, 2023

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. The contact center transfers the call from one platform to the other, wasting everyone’s time.

First call resolution 52

First call resolution Call Center Contact Center Abandon rate 52

Enghouse Interactive

JULY 19, 2019

This leading-edge capability and the key informational and performance advantages it brings, will become an integral component of, not only cloud contact centers, but all communications capabilities and business processes. This negatively impacts the cost analysis for on premise solutions in favor of Cloud.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

JustCall

MARCH 23, 2023

Interactive Voice Response, or IVR, is necessary for every contact center. The IVR is configured to lead the user to a self-help guide that answers their query, a human agent who can solve their problem, or a pre-recorded voice message. In this article, we look at the ten best IVR solutions.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

NobelBiz

APRIL 25, 2023

A great number of contact centers are struggling to make ends meet but are still reluctant to make the necessary changes to achieve a better cost to benefits ratio. This article is here to tell you that cost reduction needs to be a top priority for contact centers worldwide in the present-day crisis environment.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

aircall

SEPTEMBER 12, 2022

We put our customers first, so we make sure you have a clear view of your customer’s needs before the conversation even begins with drag-and-drop IVR and call routing based on skill set, language, and other custom criteria. Essential telephony features including IVR, call recording, and click-to-dial. Service-level agreement (SLA).

voip 62

voip APIs Interactive Voice Response Analytics 62

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

Enghouse Interactive

JULY 27, 2020

Transform the Contact Center with Microsoft Teams (blog Series). I n our previous blogs in this series, we explored how Microsoft Teams, when integrated into the Contact Center, helps provide a better experience for the end-customer and how it helps enhance agent productivity. . Blog #3 Seeing is Believing!

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

NobelBiz

JUNE 1, 2021

It’s pointless to offer outstanding things at the lowest possible price if you can’t deliver exceptional customer service. Your contact center serves as your company’s storefront. Customers will build an opinion, favorable or bad, of your customer service and so of your brand from the very first transaction.

voip 52

voip call center software Contact Center Call Center 52