Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. At this pivotal moment, when contact centers are the frontline, we believe video is the next customer experience game-changer.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Tethr

NOVEMBER 15, 2021

That said, finding a good contact center reporting and analytics tool can be hard. Many providers make big promises that aren’t founded on solid data , and others struggle to meet even the most basic hurdles for a contact center analytics tool. It’s a tough landscape to analyze and identify the best solution for your company.

Contact Center 100

Contact Center Analytics Marketing First call resolution 100

Monet Software

DECEMBER 14, 2018

Which of these components are most important to meet the needs of your customers? The workforce management component of your WFO system should accurately forecast customer demand by analyzing historic data and statistics, pulled from your media handling system (calls, messages, emails, etc.). Quality Management.

Quality management 48

Quality management Cloud contact Analytics Contact Center 48

Talkdesk

MAY 11, 2020

Suddenly, we may have a lot less time to meet one-on-one with our agents, too. How should contact center leaders talk about performance and coach teams? Do open your meetings with “how can I help you?” We may have people joining our teams who we’ve never met in person. What should be avoided? Additional Resources: .

Coaching 88

Coaching Contact Center Morale Analytics 88

DMG Consulting

APRIL 20, 2020

If you had any doubt about the benefits of using a contact-center-as-a-service (CCaaS) solution, the Coronavirus pandemic has likely put them to rest. of contact center seats were in the cloud, according to DMG Consulting research. In June of 2018, 16.8% Never has this been clearer than during the pandemic. .

Contact Center 62

Contact Center Government Cloud contact Quality management 62

Vonage

JANUARY 30, 2019

Too many digital agendas still focus on deflection rather than meeting five generations of customer expectation around live assistance, self-service and being proactive. Contact centres are a case in point. We know cloud contact centres enable both virtual and home-based resource models. Omni-Channel Design.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Enghouse Interactive

JANUARY 13, 2021

Lots of companies are exploring how to use Artificial Intelligence (AI), Microsoft Teams, Unified Communications (UC), and Video to meet the ever-increasing expectations of their customers, and by extension, how better to engage with their partners, suppliers, and even their own internal people. Improves customer satisfaction ratings (39.2%

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

NICE inContact

JANUARY 24, 2019

But with 29-and-counting showrooms around the state, the company’s contact center had expanded by 40 percent! City Furniture’s continued growth depended on the contact center’s ability to keep up and to meet customer expectations for exceptional service experiences. Agents now get timely, meaningful quality scoring and feedback.

Contact Center 54

Contact Center Coaching Quality management Metrics 54

Enghouse Interactive

JULY 19, 2019

This leading-edge capability and the key informational and performance advantages it brings, will become an integral component of, not only cloud contact centers, but all communications capabilities and business processes. This negatively impacts the cost analysis for on premise solutions in favor of Cloud.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Playvox

MAY 4, 2023

Multichannel contact centers offer service in many digital channels, but those channels are siloed. Omnichannel cloud contact centers are known for speedy setup and low operating costs. Taking it a step further, you also need a solution that takes a digital-first approach to quality management.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

NobelBiz

AUGUST 3, 2021

Improving the effectiveness of debriefings Conflicting calls, routine, pressure from managers to meet high targets and standards, and frustration when the situation is out of scope… are all compounding sources of stress for your agents. This is where solutions that make use of the cloud’s capabilities shine.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

NICE inContact

JULY 10, 2018

As the digital landscape continues to evolve, businesses in all sectors face the challenge of adapting their strategy to stay competitive, and adjusting their infrastructures to meet customer expectations, to stay agile and flexible and to become more cost efficient. Deliver omnichannel experiences. Measure performance. Measure performance.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

NICE inContact

JUNE 21, 2016

A monitoring form should always reflect your goals, and should be thought of as a “work in progress” always being adapted to meet the current needs. Having the best quality monitoring technology can certainly help improve quality in your contact center. DO: Constantly reevaluate your forms.

Calibration 50

Calibration Coaching Contact Center Quality management 50

Talkdesk

FEBRUARY 16, 2021

Over the past year, most customer-obsessed organizations were forced to accelerate their digital transformation efforts to meet the demands of the global pandemic. You continue to lean on legacy on-premises contact center platforms. This includes collaboration workspaces, meeting capabilities and screen sharing.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

Talkdesk

MAY 6, 2020

These disparate systems range from communication channel point products like chat, telephony and messaging apps, to siloed CRM systems, to disconnected Workforce Management, Quality Management, Analytics, AI technology and more. Workforce engagement applications to ensure teams are engaged, empowered and productive.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

Serenova

JULY 21, 2020

In parallel, contact centers have never played a more essential role in engaging with customers and making sure service, support and customer experiences are entirely effective and positive. Today, we are enhancing contact center agents’ ability to fully engage with customers by bringing video to the cloud contact center.

Contact Center 90

Contact Center Analytics Technical Support Healthcare 90

NobelBiz

APRIL 5, 2022

However, keep in mind that the concept of time should never take precedence over the quality of the response offered. The danger exists: by attempting to shorten call duration at all costs, the call center representative diminishes his chances of meeting the customer’s request. How can the AHT be reduced without affecting quality?

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

Serenova

JULY 21, 2020

In parallel, contact centers have never played a more essential role in engaging with customers and making sure service, support and customer experiences are entirely effective and positive. Today, we are enhancing contact center agents’ ability to fully engage with customers by bringing video to the cloud contact center.

Contact Center 52

Contact Center Analytics Technical Support Healthcare 52

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).

Gamification 52

Gamification Analytics Employee engagement Quality management 52

NobelBiz

MARCH 23, 2022

Get to know your contact center agents, managers, supervisors and implementation teams’ needs You don’t want to sign up for a contact center solution simply because of the claim it will improve your contact center KPIs. When it comes to adopting cloud-based solutions, the call center sector is stepping up the pace.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Cisco - Contact Center

DECEMBER 17, 2020

And throughout the year, the physical world was impacted such that a significant increase in digital interactions and an elevated status for contact centers came to be. We’re excited to announce last week’s launch at WebexOne of the all-new Cisco Webex® Contact Center – a truly next generation cloud contact center.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

CSM Magazine

APRIL 28, 2021

Contact Centre as-a-Service (CCaaS) players might have the specialist cloud contact centre expertise and Unified Communications (UCaaS) players additionally offer voice functionality, but both lack the CRM capabilities necessary to fully understand the customer.

CRM 59

CRM Analytics Multichannel Telecommunications 59

Enghouse Interactive

JULY 27, 2020

You’ll see how Microsoft Teams has been effectively added to the Enghouse Cloud Contact Center Customer Experience (CX) Portfolio, to ensure that callers are efficiently responded to, and their needs quickly addressed. Transform your Contact Center with Microsoft Teams. The tools are here. Take advantage of them now!

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Hodusoft

NOVEMBER 29, 2022

The Five9 Intelligent Cloud Contact Center is a subscription model contact center software that’s loaded with a wide range of features, making it one of the best customer experience management platforms. Moreover, it can be customized to meet the needs of different businesses. Let's help you grow your Business.

Contact center software 40

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

Dialer 360

OCTOBER 12, 2018

The cloud-based contact enter simplifies technology to meet business objectives quickly. Contact enter is essential to your business. Call centers let customer contact you in different ways, like phone, SMS even WhatsApp. This is to run the cloud call center. Contact Center as a Service).

Call Center 20

Call Center Contact Center Cloud contact Abandon Call 20

JustCall

APRIL 5, 2023

You can also leverage its cloud contact center solution, which supports features such as mobility, positive customer experience, collaboration, and flexibility. Top Features of Vonage Vonage meetings: Leverage an intuitive video collaboration solution to use across your organization and with customers.

voip 52

voip Interactive Voice Response APIs Contact Center 52

SharpenCX

JUNE 9, 2021

Practical Strategies for Managing Remote Customer Service Teams. It’s hard to meet around the water cooler to gossip and share ideas when, well, there’s no shared water cooler. And all of these qualities are directly connected to employee engagement. . It’s easy as the manager to get stuck on the details. All the things.

Management 67

Management Contact Center Employee engagement Engineering 67