Serenova

NOVEMBER 19, 2019

Today, we announced Serenova’s acquisition of the ProScheduler workforce management (WFM) technology from Loxysoft. This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation. 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

Serenova

MAY 29, 2020

The Cloud. A cloud contact center solution is the default choice for contact centers focused on improving customer experience, and its benefits have never been clearer than now. But the effects of this pandemic have shown it takes a cloud solution to adapt in a constantly changing world. Or a colossal failure.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

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 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Serenova

MAY 29, 2020

But the effects of this pandemic have shown it takes a cloud solution to adapt in a constantly changing world. With the cloud, contact centers can burst to scale and maintain business continuity in crisis regardless of where agents work. At the same time, stay open to new approaches and emerging technology.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

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. Incorporating advanced technology into your call center can significantly boost productivity and efficiency.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

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

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

Liveops

MARCH 15, 2021

Try not to align employee happiness with employee engagement. Equip your team with the right technology. “We We use tools that can help foster community because community represents connections that employees can make.” – Tricia Yankovich. “We Employee-led groups foster relationships. .

Gamification 62

Gamification Enterprise Contact Center Contact center software 62

CSM Magazine

MARCH 30, 2021

Contact centres running in the cloud are also more likely to trust AI (75%) than their on-premises counterparts (61%). Creating Employee Engagement – Today, 60% of contact centres believe the cloud has increased employee satisfaction and engagement within the organisation.

Analytics 59

Analytics Cloud contact B2B Employee engagement 59

SharpenCX

AUGUST 4, 2021

The Future of Jobs Report out of the World Economic Forum predicts that no less than 54% of all employees will need re-skilling or upskilling by the end of 2022. As technology changes and remote work grows increasingly popular, customer expectations shift. Project #1: Consistently Coach and Train your Agents. It’s a win-win! >>

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

SharpenCX

JANUARY 6, 2021

But because of these realizations, we’re seeing new, promising trends in technology and processes emerge. They ditched old methods and moved faster, for the sake of employees and customers. Decisions to change technology or update processes took months, sometimes even weeks, instead of years. And our resilience grew.

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

Noble Systems

MARCH 19, 2021

From sales and marketing to customer support to technology resources, SMBs must be nimble and responsive. These teams can benefit greatly from call center solutions for small business that can help them manage customer contacts and improve SMB customer service delivery. Cloud Contact Center for SMBs.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Serenova

JULY 7, 2020

Ultimately, your contact center will operate to its full potential. Leverage technology to make customer interactions valuable training sessions. Regardless of their experience level, agents need to quickly master the latest contact center technologies and approaches. The most successful contact centers take it further.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

SharpenCX

JULY 23, 2020

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. They’re no longer bound by the same geographic restrictions.

Contact Center 101

Contact Center Call Center Education At home agents 101

Call Experts

FEBRUARY 19, 2020

Two key factors that directly correlate to the growth of your businesses: How well you utilize the latest technologies. 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. 6 Key Benefits of Employee Call Off Lines.

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

SharpenCX

JUNE 9, 2021

Though some companies were well equipped to shift to a fully remote model, many have scrambled to adopt new practices and get new technology that supports work from home. 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

Serenova

JULY 7, 2020

Ultimately, your contact center will operate to its full potential. Leverage technology to make customer interactions valuable training sessions. Regardless of their experience level, agents need to quickly master the latest contact center technologies and approaches. The most successful contact centers take it further.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

SharpenCX

SEPTEMBER 17, 2019

And, it’s on you to communicate changes in processes and technology to your team of agents, too. Learn how custom dashboards help you tell a story supported by contact center data. Identify pain points in processes and technology. Identify what’s holding you back from reaching your contact center (and company) goals.

Contact Center 59

Contact Center Cloud contact Contact center software Morale 59

Call Experts

MARCH 5, 2020

What do you do if you can’t build the technology you need or afford to hire full-time staff to answer your phones and support your customers? 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: . 24x7x365 answering service.

Contact Center 80

Contact Center Journey mapping Interactive Voice Response Answering services 80

Call Experts

FEBRUARY 26, 2020

Today, a lot of companies have access to the same technology. Companies need to offer one point of contact linked to 24/7 support. Automations and integrations Companies are looking for a diversified cloud solution to address their specific needs. Understanding Contact Center Billing. chat, email, socials, etc.)

Contact Center 59

Contact Center Journey mapping Interactive Voice Response Call Center 59

NICE inContact

MARCH 26, 2019

Most contact centers share a goal of delivering excellent customer service. Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Have low or nonexistent employee engagement, with team members unaware of the customer journey and the role they play in it.

Customer Experience 60

Customer Experience Contact Center Customer centricity Employee engagement 60

Hodusoft

NOVEMBER 29, 2022

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. 8×8 is a publicly traded contact center technology and VoIP company, which offers 8×8 Contact Center software.

Contact center software 40

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

Fonolo

NOVEMBER 17, 2020

We believe that increasing empathy due to the ongoing conditions will significantly impact contact centers in 2021. “I I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Vonage

FEBRUARY 7, 2017

Ignoring employee engagement. Satisfaction levels among customer service staff are notoriously low – indeed, according to one survey of 200,000 employees, it was found that customer-facing staff had significantly lower levels of engagement than those in executive positions.

Interactive Voice Response 48

Interactive Voice Response Customer Service Gamification Cloud contact 48

JustCall

APRIL 5, 2023

Speech-enabled IVR – IVR technology allows customers to interact with an automated system with recorded messages to access information. Five9 has additional features like customizable templates, data visualization, and employee coaching tools.

voip 52

voip Interactive Voice Response APIs Contact Center 52

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

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). Here are three ways to get started: 1.

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. On the other hand, many larger organisations opt for CRM as their go to desktop technology platform. That’s where co-opetition comes to the fore.

CRM 59

CRM Analytics Multichannel Telecommunications 59