Delivering Better Customer Experiences (CX)

Enghouse Interactive

Video – See What You’ve Been Hearing

Enghouse Interactive

Video Outperforms All Other Contact Center Communications Channels. Integrating video will accelerate the transformation of your contact center into a powerful revenue generator.

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Delivering Better Customer Experiences (CX)

Enghouse Interactive

Make sure the solution chosen aggregates and consolidates all communication flows into a single view so that no customer data is lost. From the customer’s first point of contact to the last. Focus on Speed, Empathy, Convenience.

Mitigate Agent, Customer, Operational and Regulatory Risk

Enghouse Interactive

Who hasn’t heard “This call may be monitored or recorded for quality assurance purposes”? As a normal order of business, most contact center calls, whether inbound or outbound (via proactive dialer or manually dialed), should now be recorded.

AI-Enabled Agent Assessment

Enghouse Interactive

Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. Manages by exception, usually voice only. AI-Enabled Quality Analysis.

CCaaS – The Bridge to Digital Customer Engagement

Enghouse Interactive

Organizations traditionally invested in their contact center infrastructure, as a standalone premise-based solution, with a view to the long term… that usually meant that they would sweat those assets over a 10-15 year lifecycle. How to Get To the Right Solution?

Trends and Realities of Successful Organizations (Blog #1)

Enghouse Interactive

will have extended Teams to their contact center for voice and 31.1% Video enablement: either use internally to manage remote agents, or externally for communications with customers. say video is vital for managing remote employees. AI, Teams UC and Video. .

EnghouseUC

Enghouse Interactive

Contact Center Solutions. Agents and Supervisor s: increase their real-time communications, more quickly engaging with supervisors when situations require it, while also enabling instantaneous agent feedback and coaching to accelerate the development of agent skills.

APIs 65

CXone Contact Center Solutions Help Radisson Hotel Group Support Guest Experiences

NICE inContact

But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs. Ultimately moving to NICE inContact’s unified CXone cloud CX platform and its contact center software solutions would be pivotal for Radisson Hotel Group.

Super-Agents Are Real (Blog #3)

Enghouse Interactive

As discussed in the last blog, we noted that a key area of focus should be on Natural Language Processing (NLP) where “Conversational Analytics” can become the differentiating factor, helping AI delivering the best possible solution today, and even better solutions tomorrow.

Super-Agents Are Real (Blog #1)

Enghouse Interactive

It starts with a customer’s first point of contact and ends with the last… and increasingly, it goes on afterward as they see or hear from your organization, as you strive to nurture that relationship. A properly configured and implemented conversational AI solution will intuitively (LoL!)

Key Learnings from the Metrigy Webinar (Blog #4)

Enghouse Interactive

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. By using that data with predictive analytics, better approaches, more suitable products, offers or solutions can be developed to address those shortcomings.

How WFM Tools Create Success for Omnichannel Contact Centers

Playvox

While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use.

5 Reasons Why Your Contact Center Needs Speech Analytics

NICE inContact

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Contact center software companies are now providing innovative solutions that are both easy on the wallet and powerful enough to provide deep insight. While every business has differences, there are some key benefits of speech analytics that can be useful for your contact center no matter what it’s function.

How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It)

Playvox

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates.

9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable.

Beat Burnout: 5 Secrets to Keep WFH Agents Engaged during a Pandemic Lockdown

Serenova

The recognition deficit and its negative impact are especially acute right now when stress is elevated for contact center agents and the customers they’re trying to help. A performance management solution like CxEngage Scoreboard can help.

4 Ways to Evaluate Your Contact Center Training Program

8x8

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective.

4 Ways to Evaluate Your Contact Center Training Program

8x8

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective.

4 Ways to Evaluate Your Contact Center Training Program

8x8

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective.

9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. Contact Center Best Practices for 2020. Leverage solutions to easily map and modify new flows as needed.

Playvox Workforce Engagement Management Now Available for Dialpad

Playvox

As in-person interactions with customers have largely been suspended during the pandemic, customer experience centers have evolved from simply offering reactive support to providing proactive customer engagement. One Solution for Workforce Engagement Management and Quality Assurance.

The best contact center reporting and analytics tools on the market [Guide]

Tethr

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. That said, finding a good contact center reporting and analytics tool can be hard. Call Cente

Why Serenova’s Acquisition of ProScheduler Is Important—to Me and Our Industry

Serenova

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. We’ve seen a consistently growing need for a combined CCaaS and workforce optimization solution set.

Taking a Closer Look at How to Rise to the Challenge of COVID-19

Serenova

While most of us have been in lockdown mode, healthcare, financial services and other “essential” industries have had to continue to operate and serve customers through their contact centers. These contact centers are rising to the challenge of this global crisis.

Contact Center Leaders and Technology Experts Talk Challenges and Solutions for Better CX

Serenova

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Industry-wide, when it comes to the cloud, today’s contact centers are in a state of flux. For most contact centers, the cloud means increased security.

5 Ways to Optimize and Enhance your Contact Center with Cloud Technology

NICE inContact

It’s no secret that quality customer interactions are the foundation of customer experience and investing in customer experience technologies is a priority for companies to win, support, and retain customers. So how can businesses reap the rewards and achieve the most out of an investment in cloud contact center technology? You’ll be looking for a vendor that can provide this as well as who can help you optimize your cloud contact center in these five ways.

Most Popular and Powerful Combination for Your Contact Center Today: Salesforce + CXone

NICE inContact

We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place. Five Reasons Why This is the Most Popular and Power Solution.

Hype or Reality? Importance of Customer Service as a Key Differentiator

8x8

Lenox made this discovery because they have robust contact center analytics that give real-time notification of trouble areas so issues can be immediately rectified. Improved customer experience, both during and outside of the holiday rush, has resulted in an increase in upsells by contact center agents, and higher customer satisfaction in general. Make sure the ROI and time to value of your proposed solutions is a part of that discussion.