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

NICE inContact

AUGUST 1, 2019

Join the webinar, Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center , for guidance on managing the entire contact center software evaluation cycle, from building a consensus on priorities internally to evaluating your options to negotiating and selecting new partner.

Contact center software 55

Contact center software Contact Center Enterprise Cloud contact 55

NICE inContact

AUGUST 21, 2019

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Happy customers buy more, cost less to serve and are strong advocates to bring new customers. Get a Large Data Set to know More about your Customer.

Customer Experience 54

Customer Experience Contact Center Analytics Feedback 54

NICE inContact

AUGUST 21, 2019

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Happy customers buy more, cost less to serve and are strong advocates to bring new customers. Get a Large Data Set to know More about your Customer.

Customer Experience 54

Customer Experience Contact Center Analytics Feedback 54

NobelBiz

JANUARY 16, 2024

By utilizing the expertise and skills of the agents, businesses can effectively nurture strong customer relationships and foster exceptional customer experiences. The importance of call center campaigns in the customer-centric era cannot be overstated. Why Are Call Center Campaigns Important?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

NICE inContact

AUGUST 13, 2019

If you’re not already engaging with customers digitally, your organization is falling behind. You’re at risk of gaining a reputation for poor service and losing customers. How do cloud contact centers meet these digital-forward needs? What does the future of digital-first customer service look like today?

Customer Service 54

Customer Service Cloud contact Contact Center Enterprise 54

NICE inContact

AUGUST 20, 2019

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan. What CRM and other business systems do I need to integrate with?

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NICE inContact

AUGUST 20, 2019

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan. What CRM and other business systems do I need to integrate with?

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

8x8

OCTOBER 25, 2017

We’ve seen first hand how legacy premises-based systems have siloed applications, often lack out-of-the-box integrations with CRM systems, have disjointed reporting and have few built-in resources (like FAQs) for agent knowledge sharing and collaboration. The result is an inadequate toolset for customer service agents and poor training.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

Talkdesk

MARCH 12, 2020

Shifting customer demands and technologies can be challenging for enterprises to keep up with — even more so when the enterprise happens to be a Customer Experience (CX), Artificial Intelligence (AI) and Automation Solutions provider, responsible for meeting requirements across a diverse collection of industries.

Interactive Voice Response 60

Interactive Voice Response Management Self service Contact Center 60

Serenova

JANUARY 31, 2019

One of the most surprising things I’ve found over time is that the cloud is still a new concept for many who manage and operate contact centers. What if your customers are then broadcasting—online and off—their less-than-stellar interactions with your brand and taking their dollars elsewhere? All Eyes on the Contact Center.

Contact Center 40

Contact Center Cloud contact CRM Marketing 40

Serenova

MARCH 23, 2020

We know contact centers and their agents are on the front lines responding to the coronavirus, and you’re stretched thin in every way. We understand the strain you’re experiencing operationally, while trying to maintain positive customer experiences. This makes the speed of cloud deployment to address these needs critical.

Contact Center 80

Contact Center contact center workforce Government Healthcare 80

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? Ultimately, digital engagement is what customers demand.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Talkdesk

JANUARY 12, 2018

To meet the increased demand for top-notch service and get an edge on the competition in 2018, more than 80% of contact center executives have made it their top investment priority to improve their future customer experiences. When customers call your contact center, their issues are likely urgent or complex.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Talkdesk

JANUARY 12, 2018

To meet the increased demand for top-notch service and get an edge on the competition in 2018, more than 80% of contact center executives have made it their top investment priority to improve their future customer experiences. When customers call your contact center, their issues are likely urgent or complex.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 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. Organizations that deliver consistently positive customer experiences thrive through any crisis. What Makes a Good Omnichannel Customer Experience?

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? Ultimately, digital engagement is what customers demand.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

Talkdesk

FEBRUARY 16, 2021

Once the initial shock subsided, however, many companies have been pleasantly surprised by how quickly they are accruing benefits from their cloud contact centers and customer experience (CX) applications. You continue to lean on legacy on-premises contact center platforms. Graphs courtesy of Metrigy.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

NobelBiz

JANUARY 24, 2022

In a contact center, the situation is identical. Decision trees, scripts, customer journey modeling, integration with sales, ERP, and CRM tools… a comprehensive and adapted software package will streamline your call center agents’ work and optimize your internal processes, including those for new hires.

Contact Center 52

Contact Center Call Center Scripts Technology 52

3CLogic

NOVEMBER 27, 2023

The question remains: how can your business realize those cost savings without compromising the quality of your customer service interactions? Or without abandoning customers’ preferred way of reaching out: the always-relevant voice call? How to Use AI to Improve CX AI is important, but it’s not a silver bullet.

Customer Experience 59

Customer Experience Contact Center Self service Cloud contact 59

NICE inContact

AUGUST 13, 2019

If you’re not already engaging with customers digitally, your organization is falling behind. You’re at risk of gaining a reputation for poor service and losing customers. How do cloud contact centers meet these digital-forward needs? What does the future of digital-first customer service look like today?

Customer Service 10

Customer Service Cloud contact Contact Center Enterprise 10

Cisco - Contact Center

FEBRUARY 19, 2021

The reason that caught my attention is that his interaction had many of the attributes I expect in a great customer interaction : no need to wait, no need to work hard to prove who he was, no need to repeat himself, and with full context into his past relevant interactions with the company. From Customer Service to Customer Experience.

Customer Experience 128

Customer Experience Contact Center APIs contact center solutions 128

NobelBiz

MAY 25, 2023

By using customer data in contact centers, businesses can key in on common pain points and find ways to make simple requests more self-service. Trusting the data can improve the customer experience. In addition to the above benefits, CDP software can help contact centers to personalize their interactions with customers.

call center software 98

call center software Call Center APIs Contact Center 98

JustCall

APRIL 5, 2023

Users can leverage innovative features such as call software, virtual numbers, SMS campaigns, native CRM integrations , and much more at just $30 per user. Automatic saving of customer details – Calls, texts, voicemails, etc. are automatically stored on the connected CRM, without the need for any manual intervention.

voip 52

voip Enterprise Interactive Voice Response CRM 52

Fonolo

FEBRUARY 13, 2019

. “In most cases, firms implement [customer service] technologies in functional and technological silos … remain disconnected from customer databases or case management systems … [you] should thoroughly audit all similar technologies that the enterprise owns before purchasing …”. VPs & Directors of Customer Experience.

Contact Center 57

Contact Center Call Center APIs Technology 57

NobelBiz

MARCH 23, 2022

How many steps do agents have to do to process a customer? Would the solution benefit from a unified CRM? Check our webinar session for contact center decision-makers who are exploring the implementation of omnichannel technology in their organizations. How will you improve the customer experience once implemented?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

NICE inContact

FEBRUARY 6, 2019

In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. The CX processes tend to be more customer focused rather than internal focused embracing key methodologies like Lean/Six Sigma, value stream mapping and others.

Average Handle Time 55

Average Handle Time Metrics Contact Center Customer centricity 55

CSM Magazine

FEBRUARY 17, 2021

Magnus Geverts at Calabrio encourages organisations to re-think their cloud contact centre strategy. In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM). About the Author.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

Noble Systems

FEBRUARY 10, 2021

Unprecedented times in 2020 have led to ongoing changes in consumer behavior and a scramble by businesses to meet their customers’ shifting demands. In response, companies must renew their focus on delivering the best possible customer experience every time, and across all touchpoints. Interested in learning more?

Contact Center 98

Contact Center Gamification Self service Analytics 98

JustCall

JULY 20, 2022

Its Cloud phone system is purpose-built to boost rep productivity. You can add it to your CRM and save up to 12hrs/week per rep with 100+ integrations. You can also leverage its cloud contact center solution, which supports features such as mobility, positive customer experience, collaboration, and flexibility.

voip 10

voip Interactive Voice Response Enterprise APIs 10