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. Every time.

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

Serenova

JUNE 24, 2020

Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud 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. Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

NobelBiz

MARCH 29, 2022

It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers. In the contact center sector, customer engagement is one of the strategic objectives of many companies today. Here are 9 simple methods to get started!

Contact Center 52

Contact Center Cloud contact contact center solutions Brand ambassadors 52

Hodusoft

JULY 12, 2021

How Work from Home Contact Center Software Can Solve Remote Work Challenges? What has not changed, however, is reaching for our phones to call customer service contact center agents, for a myriad of issues. In fact, throughout the pandemic period, contact centers witnessed long waits.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Cloud contact 52

NobelBiz

DECEMBER 11, 2023

Effective call flow management has the potential to revolutionize customer service, sales, and overall business operations. Call flows are essential for contact centers as they provide a structured framework for managing customer interactions. It ensures calls are directed to the right destination within your organization.

Call flow 105

Call flow Interactive Voice Response Customer Experience Contact Center 105

NobelBiz

FEBRUARY 13, 2024

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. This tool is ingeniously designed to present client information alongside contact details before the call is made.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

JustCall

AUGUST 26, 2022

Cloud kitchens, offices, storage, meetings, and now cloud contact centers have come a long way. This article explains what CCaaS is and how this booming technology has put organizations in control of their customer service. Contact Center as a Service (CCaaS): What is it? How Does CCaaS Work?

Contact Center 52

Contact Center Interactive Voice Response Contact center software Call Center 52

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Call Center Workforce Statistics. ” – E.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Cisco - Contact Center

SEPTEMBER 5, 2019

Is the same true for contact centers ? Like the medication industry, contact centers offer consumers unlimited choices on how to connect, and numerous ways to choose their destination in the hopes they’ve covered all bases. Don’t let your contact center fall into the complexity trap. Learn More.

Contact Center 76

Contact Center Healthcare contact center solutions Analytics 76

Hodusoft

SEPTEMBER 16, 2018

Omnichannel Service is a centralized, customer-centric approach to managing seamless synergies across various touchpoints. As a contact center head, your success depends upon however well you satisfy your customers’ omnichannel desires and drive consistent, measurable productivity over time. You know why?

Contact center software 40

Contact center software Contact Center Self service Multichannel 40

Altivon

MAY 31, 2020

The true value of cloud-based computing goes way beyond deployment speed and expense budgets. If you harness the full potential, your contact center solution will soar. Cloud architectures provide agility and ingenuity. Cloud contact centers flex to meet customer demand. The Sky is the Limit.

Chief Customer Officer 52

Chief Customer Officer Cloud contact contact center solutions Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Nowadays, with the advent of technology, customers have multiple channels to interact with businesses that include self-service options like voice-enabled assistants, online portals, and mobile apps. As a result, self-service is becoming a cornerstone of customer experience in contact centers.

Self service 52

Self service Contact Center Customer Experience Interactive Voice Response 52

Talkdesk

JANUARY 22, 2019

Talkdesk is quickly garnering attention from customers and industry leaders as the enterprise cloud contact center. Our powerfully simple, actively intelligent and endlessly adaptable contact center provides service to 1,400+ businesses around the world.

Sales 51

Sales Customer Service Cloud contact Self service 51

3CLogic

JUNE 11, 2021

As a ServiceNow Technology Partner, 3CLogic is proud to offer the premier cloud contact center solution that deeply integrates with the platform of platforms. Discover how Wellstar Health leveraged 3CLogic’s voice solution for ServiceNow to deliver exceptional experiences for its customers, agents, and contact center managers.

Healthcare 52

Healthcare contact center solutions Contact Center Cloud contact 52

VocalCom

FEBRUARY 12, 2018

Take measures to enforce security within the contact center and from the customer’s side. For example, ask customers to use passwords to access accounts, and ensure that customer service agents do the same when using data. Enable self-service.

Contact center software 86

Contact center software Self service Interactive Voice Response Contact Center 86

Serenova

FEBRUARY 3, 2020

In a webinar drawing on ICMI’s industry-leading research and insights from the 2020 ICMI Featured Contributors (including Serenova Vice President of Customer Success Jen Jackson ) ICMI Group Principal Analyst Roy Atkinson explored what’s trending in 2020 and why contact center leaders should pay attention. Changing Demographics.

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Analytics 40

Babelforce

JULY 22, 2020

What is Call Center CRM? It’s call center technology that businesses use to manage data about past, present and potential customers. How do call centers use CRM software? There’s often a huge gap between what a call center could do with their CRM and what they actually do with it. 3 Higher uptake of self-service.

CRM 52

CRM Call Center Interactive Voice Response Self service 52

USAN

OCTOBER 22, 2017

Visual IVR is a customer self-service solution that seamlessly integrates with Amazon Connect, a cloud contact center platform. USAN customers today demand service that is fast and easy. Often, that means using self-service options. Increase call containment.

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Enterprise 40

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. Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Call Center?

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

Fonolo

AUGUST 21, 2019

contact center seats. The images below are from Avaya’s investor presentation in December of 2018. How can your call center improve customer interactions during the most important time of year for consumers’ healthcare choices? We provide four ways you can get your healthcare call center into gear before Open Enrollment.

Healthcare 84

Healthcare Call Center Enterprise Self service 84

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

Aspect

MAY 14, 2018

Based on our own market research, customers prefer self-service and have likely taken time out of their day to call and resolve an issue they’ve likely already tried to address through web or mobile self-service…so why not make the most of every second of that call?

Airlines 51

Airlines Self service Interactive Voice Response Marketing 51

NICE inContact

MARCH 5, 2019

The baseline: Customers expect omnichannel choices in our contact centres. Self-service and mobile app use are both rapidly on the rise? Three out of four customers will leave over bad service? 89% of customer are willing to buy more from a company delivering exceptional service? REGISTER NOW.

Chatbots 67

Chatbots Benchmark Self service Customer Experience 67

Fonolo

JULY 11, 2019

Upcoming presentation. On October 15 th , I will be giving a presentation on this topic at the TADSummit event in Chicago. How can call centers improve customer interactions during the most important weekend of the year? We provide four ways you can get your call center into gear before Black Friday and Cyber Monday.

Customer Service 73

Customer Service Call Center Self service Management 73

NobelBiz

APRIL 11, 2023

As customer service demands continue to grow, contact centers are constantly on the lookout for innovative solutions to enhance their operations. ChatGPT, the advanced AI language model developed by OpenAI, has emerged as a promising tool for contact centers to improve customer interactions and streamline processes.

Contact Center 52

Contact Center Chatbots Contact center software Customer Support 52

Babelforce

NOVEMBER 30, 2022

(Working with contact centers around the world, we know that better than anyone!). We’ve divided our definitions into the following categories: Metrics and measurables Technology Contact center terminology Business practices and methodology. It is a key KPI for tracking call center performance.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

Serenova

JULY 21, 2020

Customer Engagement in the Contact Center. In parallel, contact centers have never played a more essential role in engaging with customers and making sure service, support and customer experiences are entirely effective and positive. is a significant advantage. Quality, Flexibility and Reliability When It Matters.

Contact Center 90

Contact Center Analytics Technical Support Healthcare 90

Aspect

OCTOBER 25, 2017

The following three reason will help you convince your boss it’s time for a call center makeover. Move to the Cloud and Save Money. When companies make the move to a cloud contact center, they recognize cost-savings immediately. Old-school traditional premise systems require a large upfront CAPEX investment.

Contact Center 162

Contact Center Cloud contact Call Center Interactive Voice Response 162

Serenova

JULY 21, 2020

Customer Engagement in the Contact Center. In parallel, contact centers have never played a more essential role in engaging with customers and making sure service, support and customer experiences are entirely effective and positive. is a significant advantage. Quality, Flexibility and Reliability When It Matters.

Contact Center 52

Contact Center Analytics Technical Support Healthcare 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

West

APRIL 19, 2017

A challenge, yes… but one that presents a significantly rewarding opportunity for utilities willing to put in the necessary legwork to meet and exceed growing expectations. A study by Enkata states that preemptive service can reduce inbound call volumes by up to 30 percent, while increasing retention ratesby 3 to 5 percent.

Customer Experience 59

Customer Experience Self service Customer Care Cloud contact 59

NobelBiz

MAY 27, 2021

Adding an IVR to a high-volume contact center makes a world of a difference. Its structure is always the same, regardless of the way it is presented, and it consists of telephony equipment, software application, a database, and support infrastructure. Static – can be used through DTMF alone 1. Language selection 3.

Interactive Voice Response 52

Interactive Voice Response Scripts Self service contact center solutions 52

NobelBiz

NOVEMBER 26, 2021

Measuring the performance of a contact center entails examining the efficiency level of each agent as well as the efficiency level of the various departments to guarantee that your contact center is performing. Naturally, having your contact center be as productive as possible is in your best interests.

Best practices 52

Best practices Management Contact Center Cloud contact 52

NobelBiz

APRIL 16, 2024

“Transforming customer engagement is not just about being present; it’s about seamlessly integrating channels and simplifying operations. RELATED ARTICLE Communication Channels: What Is The Right Choice For Your Contact Center? All enabled by NobelBiz leading contact center technology.

Contact Center 52

Contact Center CRM Call Center Best practices 52

Noble Systems

NOVEMBER 17, 2020

For contact centers, CTI (Computer Telephony Integration) is a key component to mixing up a competitive advantage by providing memorable experiences that build loyalty and keep your customers coming back. Provide interactive voice response (IVR) menus to callers for more advanced routing or self-service options.

Interactive Voice Response 57

Interactive Voice Response Technology Customer Experience call center software 57