Noble Systems

APRIL 14, 2021

Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. Advantages of using a virtual contact center solution versus a traditional call center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 60% of consumers have switched brands due to a negative contact center experience. 70% of brands see a direct connection between customer service and performance.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Unymira

APRIL 22, 2020

After our webinar with Fred Stacey , General Manager of Cloud Contact Center Search, Outsource Consultants , I wanted to pick his brain for additional insights into the future of customer service, particularly as it relates to the intersection of CX and technology.

Cloud contact 52

Cloud contact outsourcing Contact Center Consulting 52

NICE inContact

AUGUST 1, 2019

Where do you start and how do you manage the process? 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

Talkdesk

MARCH 12, 2020

Managing this intersection is Jennifer Lundberg’s primary role, and she’s done it for organizations of all types: “I think if you can come up with a function for contact centers, we cover it.”. Studio , Talkdesk’s routing designer, has proven to be an impactful tool for designing and managing efficient customer journeys.

Interactive Voice Response 60

Interactive Voice Response Management Self service Contact Center 60

3CLogic

NOVEMBER 27, 2023

In a recent webinar, we demoed our cloud contact center integration for SAP, which features these technologies — such as voice self-service and AI-powered analytics — and how they can enhance experiences for both agents and customers. Voice AI automates a lot of what a contact center manager does in a day.

Customer Experience 59

Customer Experience Contact Center Self service Cloud contact 59

NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. Measurable: We must guarantee that the goal can be quantified.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Concentrix

SEPTEMBER 1, 2023

Unlock the Secrets of CX Transformation with Concentrix & Forrester in this webinar on how to future-proof your CX foundation.

Cloud contact 62

Cloud contact Contact Center Technology Management 62

Enghouse Interactive

JULY 27, 2020

Transform the Contact Center with Microsoft Teams (blog Series). Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. Blog #3 Seeing is Believing! Take advantage of them now!

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences.

Contact Center 55

Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences.

Contact Center 54

Contact Center Gamification Management Call Center 54

Cisco - Contact Center

JUNE 18, 2020

Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Flexible Cloud, Premises, and Hybrid Deployment Options. Cisco’s Latest Innovations in Artificial Intelligence Improve Business Outcomes for Contact Centers.

Contact Center 120

Contact Center Enterprise contact center solutions Cloud contact 120

NICE inContact

APRIL 24, 2019

Our webinar, Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center , will guide you through the entire decision cycle with insights from industry experts, from building a consensus on priorities internally to evaluating your options to negotiating and selecting new partner.

Cloud contact 10

Cloud contact Contact Center Marketing Management 10

Cisco - Contact Center

JANUARY 27, 2020

Integration of new cognitive capabilities powered by Voicea and Google Cloud’s Contact Center AI that turn your agents into “super agents”. Introducing Webex Experience Management (formerly CloudCherry), our new customer experience management solution that uniquely integrates with Cisco Contact Center solutions.

Contact Center 77

Contact Center contact center solutions Enterprise Cloud contact 77

Cisco - Contact Center

FEBRUARY 19, 2021

To provide a single, connected customer journey, businesses must have visibility into all customers interactions across the business whether they be from mobile app, messaging on Facebook, responding to a marketing email or talking to a contact center agent. million contact center agents. Webex Contact Center webpage.

Customer Experience 125

Customer Experience Contact Center APIs contact center solutions 125

Serenova

MARCH 12, 2019

For premises solution providers, the initial forays into cloud meant dedicated hardware and software deployed in the customer’s data center, or the vendor’s data center or a center of one of their partners. While these solutions were labeled “cloud,” the approach is better categorized as a hosted or managed services deployment.

Cloud contact 66

Cloud contact contact center solutions Contact Center SaaS 66

Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you. but do greatly simplify systems management. but do greatly simplify systems management.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

NICE inContact

SEPTEMBER 17, 2019

Our webinar, Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center , will guide you through the entire decision cycle with insights from industry experts, from building a consensus on priorities internally to evaluating your options to negotiating and selecting new partner.

Call Center 55

Call Center Contact Center Cloud contact call center software 55

NICE inContact

OCTOBER 21, 2019

The company moved to NICE inContact CXone , fully embracing a cloud contact center strategy in 2017, and that was a real turning point. The abandonment rate today, by the way, is less than 5 percent, and productivity has improved by 10-15 percent.

Abandon rate 48

Abandon rate Cloud contact Contact Center Management 48

Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Contact centres are a case in point. As more centres migrate to the cloud, more can consider these options.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

NICE inContact

AUGUST 13, 2019

How do cloud contact centers meet these digital-forward needs? Here’s what you can expect as cloud contact centers innovate and evolve: Offer exceptional service in the digital channels your customers expect including Facebook Messenger, Twitter, Apple Business Chat, WhatsApp, LinkedIn, SMS, email and live chat.

Customer Service 54

Customer Service Cloud contact Contact Center Enterprise 54

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Start with a Cloud Contact Center Solution.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

Contact Center 60

Contact Center contact center solutions Cloud contact Self service 60

Enghouse Interactive

JULY 5, 2019

Webinar Date: Thursday, July 11 th 2019 @ 11:30 am (Eastern). When considering moving your contact center to the cloud, there are many questions that come into mind.

Virtual Agent 40

Virtual Agent Contact Center Cloud contact Management 40

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Start with a Cloud Contact Center Solution.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

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. Managing the Performance of a Remote Team.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

NICE inContact

JULY 17, 2019

Jill Blankenship, founder and CEO of outsourced customer support service Frontline Group, has experienced the challenges — but also leveraged new technology to capture data, measure and improve KPIs and manage a team of remote agents while on-the-go. Moving your virtual company contact center operations to the cloud has never been easier.

Contact center software 54

Contact center software Contact Center outsourcing Best practices 54

Talkdesk

FEBRUARY 26, 2018

If you’re still relying on rigid, on-prem tools like hard phones and complicated code to handle communication with customers and prospects, you’re missing out on all of the exciting new innovations that cloud technology allows. If you want to explore some of the other Talkdesk webinars, click the button below.

Call Center 40

Call Center Cloud contact Contact Center Technology 40

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

Contact Center 48

Contact Center contact center solutions Cloud contact Self service 48

8x8

OCTOBER 25, 2017

The good news: pure cloud contact center providers have benefited from legacy providers’ struggles to create flexible solutions to transform customer experiences and turn pain into triumph. This helps businesses better manage their resources and alleviate the pain of customers waiting on hold for an extended period.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

Talkdesk

JANUARY 22, 2018

If your agents are still going into a CRM and manually logging activities after every call, you might need to think about how a move to the cloud could generate more agent productivity. A contact center is at its best when all the agents are busy on the phone talking to customers and prospects, not filling out reports and updating profiles.

CRM 40

CRM Contact Center Cloud contact APIs 40

Talkdesk

JANUARY 22, 2018

If your agents are still going into a CRM and manually logging activities after every call, you might need to think about how a move to the cloud could generate more agent productivity. A contact center is at its best when all the agents are busy on the phone talking to customers and prospects, not filling out reports and updating profiles.

CRM 40

CRM Contact Center Cloud contact APIs 40

NobelBiz

JANUARY 3, 2022

On the business side, there are various issues associated with managing a massive volume of calls. Many contact centers must develop methods and use their resources to manage client expectations and create a pleasant customer experience. Numerous contact center leaders and experts have heard of the omnichannel approach.

Contact Center 52

Contact Center Call Center Consulting Consulting 52

Fonolo

JUNE 12, 2019

What sometimes gets lost in this conversation is the management of increased customer dissatisfaction caused by the aforementioned hold-times. We talk about: Managing Spikes in Call Volume. VPs & Directors of Contact Centers. Lower Abandonment Rates. A sneak peak at a selection of the slides! Lowering Abandon Rates.

Abandon rate 99

Abandon rate Call Center Contact Center Education 99

Cisco - Contact Center

FEBRUARY 18, 2020

We’re introducing some exciting new capabilities designed to simplify how you manage your contact center, make your agents more productive, and create better experiences for your customers. Integration with Webex Experience Management (formerly CloudCherry). Highlights of What’s New. Learn More.

Contact Center 115

Contact Center Enterprise Self service contact center solutions 115

Serenova

JANUARY 31, 2019

I’ve been in the software, telecom and contact center space for most of my career. 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.

Contact Center 40

Contact Center Cloud contact CRM Marketing 40