Serenova

MAY 29, 2020

We’ve seen that the organizations that are not only surviving, but beginning to gain the momentum necessary to thrive long-term, have consistently prioritized nine contact center best practices that withstand the test of time—and a global pandemic. Contact Center Best Practices for 2020. Uncompromising Focus on Customer Experience.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

MAY 29, 2020

We’ve seen that the organizations that are not only surviving, but beginning to gain the momentum necessary to thrive long-term, have consistently prioritized nine contact center best practices that withstand the test of time—and a global pandemic. Contact Center Best Practices for 2020. Uncompromising Focus on Customer Experience.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

NOVEMBER 19, 2019

By combining Serenova’s CCaaS with intelligent, native WFM, we will offer a new and innovative way for contact centers to ensure the right staffing, at the right time, for optimal cost efficiencies and customer experience. This kind of integration is necessary. And it’s what’s next.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

SharpenCX

AUGUST 4, 2021

When businesses focus on improving their customer experience and service strategy, they can see up to an 80% increase in revenue. . As a customer service manager, you know how critical it is to deliver the best customer experience. But, over time, your once-polished customer service strategy grows stale.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. Now more than ever, as we increasingly experience life remotely, the most important— sometimes only—interactions we have with brands are through call centers. It’s now about creating superior customer experience with every customer interaction.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

NobelBiz

MAY 16, 2023

As contact centers began exploring the cloud-based model more closely, they realized that it could offer far more than just the ability to work from home. Its scalability, flexibility, and cost-effectiveness make it an attractive option for organizations looking to streamline their operations and enhance customer experiences.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Serenova

MARCH 31, 2020

Serenova’s CxEngage cloud contact center solution goes beyond simply moving agents from a seat in the contact center to one in their own home, it provides tools and features that keep your contact center agents working safely and productively long-term. Leading a WFH Team through Uncertainty.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. Check our guide on what KPIs to follow if you want to have excellent customer service.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

CSM Magazine

MARCH 30, 2021

Calabrio study shows that the pandemic-driven cloud migration is generating unexpected value and reveals insight into strategic trends and opportunities for cloud-based contact centres. In a study entitled State of the Contact Centre 2021: Cloud is Here. That is why more and more companies are adopting this model.

Analytics 59

Analytics Cloud contact B2B Employee engagement 59

NobelBiz

MAY 16, 2023

As contact centers began exploring the cloud-based model more closely, they realized that it could offer far more than just the ability to work from home. Its scalability, flexibility, and cost-effectiveness make it an attractive option for organizations looking to streamline their operations and enhance customer experiences.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

Call Experts

MARCH 5, 2020

Call Experts can help you manage your customer experience and provide real-time insights with relevant, customized reporting. . . How Contact Centers Support Plumbing Businesses. Understanding Contact Center Billing. The Value of an Optimized Customer Experience. More Blogs Menu.

Contact Center 80

Contact Center Journey mapping Interactive Voice Response Answering services 80

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. Now more than ever, as we increasingly experience life remotely, the most important— sometimes only—interactions we have with brands are through call centers. Contact centers must train agents to work smarter and more effectively.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

SharpenCX

JANUARY 6, 2021

In a study of more than 1 million customer service calls, companies reported 34% increases in hold times and 68% rises in escalations. Supporting a smooth move to the cloud lets you adopt customer service tools built for the new-age customer experience. What’s more? McKinsey & Co ) .

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

SharpenCX

JULY 26, 2023

How to Use the Data You Collect According to Gartner, there are five categories of customer experience KPIs that can improve your call center performance: employee engagement; quality operations; customer satisfaction; loyalty, churn, and retention; and advocacy and brand reputation.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Call Experts

MARCH 18, 2020

How Contact Centers Support Plumbing Businesses. Understanding Contact Center Billing. The Value of an Optimized Customer Experience. Key 2020 Trends: Cloud Contact Centers. Monitor Your Customer Experience with Real-Time Dashboards. Understand and Optimize your Unique Customer Touchpoints.

Education 75

Education Contact Center Journey mapping Interactive Voice Response 75

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. Cloud contact center software systems offer smaller teams the benefits of the same tools and technologies used by big businesses.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Call Experts

FEBRUARY 26, 2020

Packages cost-effectively tie multiple solutions together to create an outstanding customer experience. This blog was written by Scott Witte, the Director of Customer Experience at Call Experts in Charleston, SC. Understanding Contact Center Billing. The Value of an Optimized Customer Experience.

Contact Center 59

Contact Center Journey mapping Interactive Voice Response Call Center 59

SharpenCX

JULY 23, 2020

Contact centers are no longer confined to those windowless rooms with cubicles. With the rise in virtual and cloud contact centers, we’re seeing more companies managing agents who work in separate buildings, cities, states, or even countries. With a strong team of employees, you can get more done and improve your brand.

Contact Center 101

Contact Center Call Center Education At home agents 101

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

SharpenCX

SEPTEMBER 17, 2019

After all, you and your service team carry a ton of the weight of customer experience. Now, work backward from your goals to reverse engineer a better customer experience. Glancing back at pains, you see customers are constantly frustrated with a disjointed service experience. Think long-term, here.

Contact Center 59

Contact Center Cloud contact Contact center software Morale 59

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Find Out the Rest of the Trends: Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

JustCall

APRIL 5, 2023

USD per user/month Why Mitel As An Alternative to TalkDesk Talkdesk is more expensive to implement (TCO) than Mitel Mitel offers more features to users than TalkDesk Mitel Best-suited for: Mitel is ideal for small and midsize businesses looking to transition from traditional landline services to a cloud-based VoIP platform.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Fonolo

FEBRUARY 2, 2023

In short, call center automation makes it easier for agents to resolve customer issues in a single interaction. Better customer satisfaction When implementing automation tools, it’s important to consider how they will affect and improve the customer experience and their overall journey.

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

CSM Magazine

MARCH 23, 2022

Standard Bank has selected Calabrio for its cloud-first approach to workforce optimisation and close integration with Amazon Connect. . The strategy is to replace various on-premises legacy systems with a single, cohesive cloud solution. These employee engagement tools help contact centres reduce sickness rates and attrition.

Banking 59

Banking Employee engagement Self service Cloud contact 59

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

CSM Magazine

NOVEMBER 25, 2020

According to Gallup there are several factors in driving positive employee engagement. Those organisations that practice ‘high-development cultures’ have strong employee engagement. In order to achieve this, organisations must ensure that their employees are able to work to the best of their ability.

Abandon rate 59

Abandon rate Employee engagement Cloud contact Wait times 59

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

CSM Magazine

APRIL 28, 2021

Richard Pinnington at Calabrio explores today’s complex contact centre ecosystem and comes up with a strategy to create a synchronised agent and user experience. This comes as no surprise as agents regularly contend with 20+ different desktop applications to serve customers. About the Author. About Calabrio.

CRM 59

CRM Analytics Multichannel Telecommunications 59

airespring

NOVEMBER 8, 2015

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. You don’t need a rocket scientist to tell you how popular social media is today.

contact center solutions 48

contact center solutions Contact Center Enterprise Management 48

Hodusoft

NOVEMBER 29, 2022

In 2021, HoduCC scored 90 out of 100 on GetApp’s data quadrants and achieved high user ratings in five key areas, which made it a category leader in Gartner’s GetApp category and one of the best customer experience software. The platform is also a bit complex compared to other platforms. RingCentral.

Contact center software 40

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