8x8

NOVEMBER 27, 2017

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. To analyze the benefits of the training or coaching, a systematic evaluation process needs to be put in place.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

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. To analyze the benefits of the training or coaching, a systematic evaluation process needs to be put in place.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

Altivon

OCTOBER 11, 2017

Sheila McGee-Smith did not disappoint in her latest webinar appearance, also featuring the Auto Club Group and Altivon. Contact center solutions often have a 10 year life cycle. A poll at the beginning of the webinar showed that 30% of respondents have infrastructures that are 5 years or older. Aged infrastructure.

Contact Center 40

Contact Center Analytics contact center solutions Coaching 40

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

NobelBiz

FEBRUARY 14, 2022

And that’s where your coaching ability as a manager comes in. The capacity to empathize is thought to be inherent in all people and, as such, is a critical component of efficient customer service in the call center industry. But the last piece of the puzzle is knowing how to improve your call center agent performance.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

NobelBiz

MARCH 23, 2022

In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. How to determine the ROI for a Contact Center Solution? How to determine the ROI for a Contact Center Solution?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Enghouse Interactive

APRIL 1, 2021

While contact centres have used solutions such as call recording, coaching software and real-time speech analytics to listen to the Voice of the Customer, now is the time to use it to look inward according to Jeremy from Enghouse. To find out more, you can watch the whole roundtable debate on-demand here.

outsourcing 52

outsourcing Coaching Technology Analytics 52

NobelBiz

MARCH 14, 2023

You can overcome these challenges by investing in : Technology solutions that guarantee regular updates, accurate data analysis, and compliance adherence, such our own Omnichannel Contact Center Solution Omni+. With our solution in place, you will not have to fret about compliance or laws, because we do.

Contact Center 52

Contact Center Scripts Call Center Government 52

Playvox

MARCH 5, 2024

Worse yet, looking at a small sample might mean you’re coaching agents to improve in the wrong areas, resulting in wasted time, effort, and money. The right solution can automatically assign coaching to help agents improve faster and save time for the analyst. That’s why it’s important to analyze 100% of your interactions.

Quality management 78

Quality management Management Contact Center Coaching 78

Playvox

MARCH 19, 2024

AI-powered solutions and tools are shaping the way organizations engage with and manage their workforce. Likewise AI can help cut the time contact center agents spend helping and responding to customer concerns and inquiries, getting to resolution faster. But it goes beyond enabling automation. But there’s more. Powerful, right?

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

FEBRUARY 16, 2024

The right solution can automatically assign coaching to help agents improve faster and arm them with preventive action. Agents can self-review the coaching and immediately put into practice tactics for continuous improvement to create better customer outcomes.

Quality management 75

Quality management Contact Center Management Best practices 75

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Better Together to Optimize CX. . Blog Series #1 of 4: New decade! New approach? Not necessarily…. For some, it’s more of the same, but better.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

FEBRUARY 18, 2021

This blog will provide an overview of the key findings from the recent Enghouse Interactive and Metrigy webinar and show where these insights should be applied in your organization to improve the customer experience (CX) and to drive operational efficiencies. . Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Finance 56

Enghouse Interactive

SEPTEMBER 20, 2021

Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. Contact Center Solutions. Easily Resolve Issues Created by Using Disparate UC and CC Applications. Single-Sourced. Always Accessible. Ubiquitous Unified Communications. . Unified Communications.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

Balto

DECEMBER 5, 2022

What is Healthcare Call Center Software? Simply put, contact center software is designed to allow call centers in the healthcare space to run more efficiently by streamlining processes like coaching, training, and quality assurance. Best Healthcare Contact Center Software Platform Types. AI-Powered.

call center software 52

call center software Healthcare Call Center Contact center software 52

Noble Systems

APRIL 14, 2021

Many virtual call centers use a hosted contact center design (also known as a cloud contact center) to power their activities. Advantages of using a virtual contact center solution versus a traditional call center. Training and coaching to deliver the highest level of customer service.

virtual call center 98

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

Playvox

SEPTEMBER 20, 2023

QM is more of a comprehensive program that focuses on both performance management & process improvement by using calibration, appeals, motivation, coaching, and gamification. For example, due to the sheer volume of data they ingest, most contact centers only analyze a small percentage (<2%) of their interactions.

Quality management 52

Quality management Coaching Contact Center Calibration 52

8x8

DECEMBER 3, 2018

Use tools like Expert Connect to give agents immediate access to available experts, helping to drive first-call resolution, and Quality Management to coach agents and improve their service skills. Attend industry conferences and webinars to learn how your peers and competitors are improving customer service. Customer Contact Week 2019.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

JustCall

APRIL 5, 2023

Call Intelligence – Make the best use of IQ to sketch out the best pitches, real-time conversation insights and coaching with conversational intelligence. Vonage Overview Vonage offers a unified communications solution, which is ideal for businesses looking to scale. Nextiva Pricing Plans Essential – $17.95

voip 52

voip Enterprise Interactive Voice Response CRM 52

JustCall

APRIL 5, 2023

link] While every user must do their due diligence when selecting a contact center solution for their business, it’s clearly JustCall that offers a more expansive set of features in comparison with RingCentral. RingCentral’s interactive features let you conduct webinars for training or new product announcements.

Interactive Voice Response 52

Interactive Voice Response voip Analytics Contact Center 52

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Enghouse Interactive

APRIL 13, 2021

Doing so will transform your contact center from a cost center into a revenue generator. . For more insight, view our past webinar with Forrester Research “ Lessons Learned from Moving to the Cloud ”. Help make sure your organization delivers the service experience that exceeds customer expectations.

Contact Center 91

Contact Center Morale Technology Self service 91

NICE inContact

NOVEMBER 8, 2019

Bottom line: You can lower cost while improving critical contact center KPIs such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT). link to blog article to be published for October webinar with Swisslog “5 KPIs You Can Improve By Integrating Your Contact Center and CRM”].

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Enghouse Interactive

SEPTEMBER 29, 2020

Doing so, will transform your contact center from a cost-center into a revenue generator. AI Makes It Possible (Blog Series). Help make sure your organization delivers the customer experience that exceeds their expectations.

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80