Aspect

SEPTEMBER 18, 2017

While there’s no question that the cloud has significant potential to help companies improve performance, this potential is only unlocked with the right strategies. Many companies jump into to the cloud without a clear strategy to get the most out of their investment. Yet only 38% of companies achieved on this.

Cloud contact 120

Cloud contact Customer centricity Contact Center contact center solutions 120

CX Global Media

MAY 15, 2017

Because of this growth and potential it was not too surprising to see Windtream’s contact center specialist John Grasso at the PACE Association Conference. It was also interesting to have John share how they are trying to differentiate against their many competitors. Cli c k to Tweet. About Windstream.

Contact center software 120

Contact center software Cloud contact Contact Center Transportation 120

AWS Machine Learning

FEBRUARY 6, 2023

This is the first of a two-part series dedicated to the integration of Amazon Lex with the Talkdesk CX Cloud contact center. In this post, we describe a solution architecture that combines the powerful resources of Amazon Lex and Talkdesk CX Cloud for the voice channel. Talkdesk CX Cloud contact center – Talkdesk, Inc.

Cloud contact 73

Cloud contact Self service Contact Center Virtual Agent 73

City Communications

FEBRUARY 22, 2019

When it comes time to take advantage of developments in cloud-based technology and build a cloud contact center, the good news is that there are plenty of alternatives out there to choose from. So how can a business make the distinction between a cloud provider that will make it rain and one with its head in the clouds?

Cloud contact 49

Cloud contact Contact Center Interactive Voice Response First call resolution 49

Ameyo

AUGUST 9, 2019

For … How To Choose The Right Cloud Contact Center For Your Business Read More » The post How To Choose The Right Cloud Contact Center For Your Business appeared first on Ameyo.

Cloud contact 40

Cloud contact Contact Center Call Center Marketing 40

Call Experts

FEBRUARY 12, 2020

Key 2020 Trends: Cloud Contact Centers. How to Improve your HR Team's Performance with AI-Powered Systems. The holiday rush doesn’t mean an overload for your business when you partner with a contact center. How Contact Centers Manage the Holiday Rush. How to Provide Personalized Customer Service.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Connect

JULY 30, 2019

Getting the contact centre experience right is a tough task, at least according to the CFI Group who found that the private sector, in particular, is not making much progress. Cloud contact centre technology could help.

Cloud contact 41

Cloud contact Technology Customer Experience 41

Connect

JULY 30, 2019

Getting the contact centre experience right is a tough task, at least according to the CFI Group who found that the private sector, in particular, is not making much progress. Cloud contact centre technology could help.

Cloud contact 40

Cloud contact Technology Customer Experience 40

Connect

FEBRUARY 28, 2019

Unlike the traditional Contact Centre — where scaling up your customer support team can be costly — Cloud Contact Centres offer a cost-effective commercial model whereby companies can be billed on actual usage. Read on to find out more.

Cloud contact 41

Cloud contact Customer Support Banking Technology 41

Talkdesk

JUNE 3, 2019

This transformation seems attractive to contact center professionals as it enables them to accomplish much more than they would traditionally with a typical on-premises solution at a fraction of the cost. All Clouds Are Not Created Equal. The post How Next-Gen Cloud Contact Centers Are Revolutionizing CX appeared first on Talkdesk.

Cloud contact 43

Cloud contact Contact Center contact center solutions Analytics 43

Fonolo

DECEMBER 15, 2020

How to Measure Customer Perception of Your Brand. What Does a ‘Resilient’ Contact Center Look Like? This is the question that many contact center executives will be asking in the coming months. The State of the Contact Center 2020. The post How to Make Your Contact Center More Resilient first appeared on Fonolo.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

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. Customer experience.

Cloud contact 33

Cloud contact Contact Center Call flow Best practices 33

NobelBiz

APRIL 18, 2022

How to manage a call center efficiently? Interacting with a contact center is always a test for its clients. How to drive efficiency in a call center through technology? How to calculate efficiency in call center? The post How To Achieve Call Center Efficiency? appeared first on NobelBiz.

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

NICE inContact

MARCH 28, 2019

For many years, small business faced a barrier in obtaining the same contact center technology as large businesses, in large part because of the capital investment required to purchase, install, and maintain on-premises systems. Cloud contact center technology levels the playing field by removing this cost barrier.

Call Center 61

Call Center Cloud contact Contact Center Interactive Voice Response 61

NICE inContact

SEPTEMBER 11, 2018

While artificial intelligence (AI) continues to transform the way businesses engage with customers, contact centers are still learning how to best leverage the next-gen technology. The post Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions appeared first on NICE inContact Blog.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Talkdesk

SEPTEMBER 4, 2020

Today, the competitive advantage in CX lies with the enablement of business agility through a secure, flexible and customizable cloud contact center platform. Superior service that wows customers happens in the cloud.

Banking 114

Banking Contact Center APIs Cloud contact 114

Talkdesk

NOVEMBER 24, 2020

From providing a better patient experience to reducing missed care, Talkdesk can help you reimagine the healthcare contact center. Learn more about how we deployed our award-winning cloud contact center at a Fortune 100 healthcare organization in just five days to help them ensure care continuity.

Healthcare 101

Healthcare Average Handle Time Contact Center CRM 101

NobelBiz

FEBRUARY 21, 2023

Read this article to learn about the stakes and how to measure and analyze this key performance indicator. How to measure the Customer Satisfaction Score CSAT? The CSAT enables you to understand how consumers feel at a critical point in their relationship with your firm. How to interpret the CSAT?

Call Center 52

Call Center Surveys Telecommunications Feedback 52

NobelBiz

FEBRUARY 22, 2023

In this article, we will identify the key sources of friction during a customer care interaction and share a couple of solutions on how to solve them. The customer journey is unique to each individual and provides an overview of all the contacts between a client and a company. How to identify the friction points?

Interactive Voice Response 52

Interactive Voice Response Wait times Call Center Abandon Call 52

Serenova

APRIL 19, 2020

As you contemplate a cloud contact center solution to optimize your WFH transition, remember to focus on these four features: Workforce Optimization. Over the last few weeks, current Serenova customers have leveraged the cloud to its fullest potential. Customer-first Support. Global Scalability.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

NobelBiz

FEBRUARY 18, 2023

In this article, we will identify the key sources of friction during a customer care interaction and share a couple of solutions on how to solve them. For example, an automated call distributor (ACD) is used in call centers to route incoming calls to certain specialized agents in your contact center. Were they happy with their journey?

Interactive Voice Response 52

Interactive Voice Response Wait times Call Center Abandon Call 52

NobelBiz

FEBRUARY 15, 2023

Key Points CCaaS is paramount to successfully add a new communication channel You must consider the tone, scripts and pace of new channels Your Call Center must track the right KPIs for every new channel How to add a new communication channel in a call center? How to track Key Peformance Indicators (KPIs) In the New Communication channel?

Call Center 52

Call Center Scripts Average Handle Time Customer effort 52

USAN

SEPTEMBER 3, 2021

Amazon Connect, the omnichannel cloud contact center platform from Amazon Web Services, helps companies optimize their CX by delivering seamless support through the power of technology. How to Use Chatbots for Customer Service. Avoid queries like “How may I help you?” Instruct them as clearly and concisely as possible.

Chatbots 40

Chatbots Customer Service Cloud contact Contact Center 40

SharpenCX

MARCH 18, 2020

There’s tons of talk and resources on how to work from home successfully. And, the top challenges managers like you face when it comes to remote work (plus how to overcome them). Aside from your cloud contact center platform, agents will need access to your knowledge base, customer files, SOPs, CRM, and ticketing system, too.

Call Center 94

Call Center Morale Coaching Cloud contact 94

City Communications

FEBRUARY 22, 2019

The contact center is the primary point of contact with customers in the after-sales field, and in some cases, it serves as a point of contact in making before-sales decisions and even making some sales outright. Your contact center can be a powerhouse for your business, so get in touch with us to make it all it can be.

Quality management 61

Quality management Contact Center Management Gamification 61

Babelforce

JULY 8, 2021

How to choose a great BPO call center. Your guide to contact center automation. Provide your BPO teams with a relevant script, questions, and instructions about how to record answers. How to choose a good BPO call center. Your guide to contact center automation. In this post: What is a BPO call center?

outsourcing 98

outsourcing Call Center virtual call center Contact Center 98

NobelBiz

FEBRUARY 22, 2023

Intuition will not teach you how to optimize your call center operations or meet your key performance indicators. Based on the past sales approaches that have performed best, analytics may also educate your salespeople on how to properly phrase queries or adjust their pitch to convince clients to buy. appeared first on NobelBiz.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

CSM Magazine

MARCH 2, 2023

While a number of innovators and early adopters have seized the initiative and embraced a rapid transformation to cloud contact centres, the reality remains that the vast majority of organisations are still trying to establish just exactly what their cloud contact centre journey might look like. Too many choices?

Cloud contact 52

Cloud contact Technology Customer Experience Customer Service 52

Enghouse Interactive

JANUARY 24, 2019

And, when the pressure is on, as in this situation, the cloud offers businesses the peace of mind of knowing that all these service offerings can be kept up and running regardless of the situation. Cloud contact centres enable agents to connect to the technology platform and necessary applications from anywhere that has Internet access.

Airlines 40

Airlines Cloud contact Self service Interactive Voice Response 40

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

AUGUST 3, 2021

Data Management is key Even though big data is at the heart of an organization’s digital transformation, it is still important to understand how to acquire and handle data efficiently. Every contact is recorded in order to provide analysis and reporting tools. This is where solutions that make use of the cloud’s capabilities shine.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

SharpenCX

MAY 11, 2021

Then, we asked the same experts for advice on how to fix these top remote work challenges. Advice from the experts on how to fix isolation and engagement in a work from home call center environment: Great virtual leadership and 1:1 meetings. Read Next] How to support work from home call center agents.

Call Center 67

Call Center Consulting Consulting Contact Center 67

NobelBiz

FEBRUARY 16, 2023

This browser extension works only for Contact Centers using NobelBiz Cloud Contact Center Software, OMNI+, and it’s available for Google Chrome and Microsoft Edge. How to use Click2Call by NobelBiz: To use Click2Call is as simple as following these three steps: Install the extension. You can find it on the Google store.

Contact center software 52

Contact center software Cloud contact Contact Center CRM 52

VocalCom

MARCH 12, 2018

Identify, for example, the most recurring reasons for customer contact, and take note of any procedures that might be hindering service. Then be sure to ask them for suggestions on how to improve service. The post How to Empower Contact Center Agents appeared first on Vocalcom Blog. Provide regular mentoring.

Contact Center 91

Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

Aria Solutions

JUNE 24, 2019

Many organizations dealing with inflexible infrastructure understand the benefits of migrating to a modern cloud contact center: minimum required investment to deploy, maintain and support; ease of managing multichannel communications; improved employee performance and CX; and the ability to adapt to changing business needs.

Contact Center 48

Contact Center Transportation Multichannel Cloud contact 48

Babelforce

JUNE 24, 2021

I’m sold, how do I get on board? The first step is contacting your network operator to ask about how to make the change. Contact your provider to find out more about how to do this. Find out more about how to create a modern contact center in our guide to contact center automation. .

voip 89

voip Contact Center virtual call center Call Center 89

NobelBiz

JANUARY 24, 2022

From our podcast series Stories of the Call Centers, Bruce provides his ideas on effective and correct remote training and how to utilize the appropriate strategy and tool s. For 20 years we helped contact centers bring all their communication together for seamless customer experience. That is the craft and expertise of NobelBiz.

Contact Center 52

Contact Center Call Center Scripts Technology 52