8x8

OCTOBER 25, 2017

How to solve it: Look into a cloud-based contact center platform that includes detailed self-service analytics that reveal exact usage of self-service menu options, where callers most frequently hang up and the most common paths taken through the IVR. Unfortunately, agents often lack coaching and training.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

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

Playvox

MARCH 19, 2024

The Evolution of Contact Center AI Early uses of AI and machine learning (ML) showed up in call centers years ago in intelligent routing solutions and interactive voice response (IVR) systems. These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

JustCall

APRIL 5, 2023

Multi-level IVR present for Premium plans and above Available for Standard, Premium, and Ultimate plans as Multi-level IVR. JustCall also lets you activate your IVR systems to create an interactive menu for your customers. Customers and clients can leave messages on voicemail, and you can get back as soon as possible.

Interactive Voice Response 52

Interactive Voice Response voip Analytics Contact Center 52

Callminer

NOVEMBER 6, 2018

Investing in technology that allows you to analyse 100% of interactions across all channels is vital in making sure every person in your organisation understands which behavior triggers churn and which encourages customers to stay loyal. Then you can either change the script or coach the agents to use the script more intelligently – or both.

Scripts 186

Scripts Call Center Call center experience Contact Center 186

3CLogic

NOVEMBER 27, 2023

The key is knowing how to weave AI and other new voice technologies into your SAP tech stack. 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.

Customer Experience 59

Customer Experience Contact Center Self service Cloud contact 59

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. . It can become YOUR Competitive Advantage. .

Contact Center 56

Contact Center Analytics Self service Finance 56

Help Scout

AUGUST 11, 2021

5 Keys for Coaching CSMs to Have Strategic Customer Conversations. If you’re curious about this blog and want to explore more to see if it’s for you, here are some resources you can use to decide: Webinars on Customer Success. Aggregated “toolkits” of paired blog posts, webinars, and ebooks. Tip sheets.

Customer Service 80

Customer Service Coaching Education Best practices 80

Noble Systems

APRIL 14, 2021

A single, unified omnichannel solution encompasses inbound calls and outbound contacts, as well as non-voice channels and quick access to critical customer information. Agent monitoring with listen, coach and barge modes help ensure quality and provide opportunities for training and the ability to provide assistance during a call.

virtual call center 98

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

JustCall

JANUARY 31, 2023

Call Intelligence – Make the best use of IQ to sketch out the best pitches, real-time conversation insights, and coaching with conversational intelligence. Call queues – Route calls to the right agent using IVR, skills-based routing, and caller information to ensure customers reach the right agent and are not kept waiting.

voip 52

voip Enterprise Interactive Voice Response CRM 52

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. Call queues – Route calls to the right agent using IVR, skill-based routing, and caller information to ensure customers reach the right agent and are not kept waiting.

voip 52

voip Enterprise Interactive Voice Response CRM 52

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

Noble Systems

MAY 20, 2021

Voice Technologies encompass a broad scope, from speech and analytics engines, IVR, and self-service solutions including chatbots, headphones, and voice-activated applications and services that maximize NLP, NLU, NLG, AI, and more. A conversation with Chris Hodges and Ellwood Neuer at Noble Systems. Missed part 1? Read it now.).

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

8x8

DECEMBER 3, 2018

Within 30 minutes of realizing that the abandonment rate had increased, Lenox was able to update their IVR to apologize for the wait time, offer callers the option for a call-back, and give callers who had been waiting, a coupon code they could use at the online store. Step 3: Get Executive Buy-In. ICMI ccExpo 2019.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

NobelBiz

MARCH 23, 2022

Check our webinar session for contact center decision-makers who are exploring the implementation of omnichannel technology in their organizations. During this session, we will examine what it takes to build an omnichannel solution and how it may assist contact centers in expanding their reach beyond their traditional voice-only comfort zone.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Noble Systems

SEPTEMBER 29, 2020

Give employees tools and resources to succeed – Use dynamic data to provide a user experience tailored for each agent, empowering them to reach peak performance through programs that focus on their individual needs, including scheduling, coaching, training, evaluations, and motivation. What are the Benefits of using a WFO Solution?

Management 86

Management Gamification Quality management Schedule adherence 86

Enghouse Interactive

SEPTEMBER 20, 2021

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

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

Noble Systems

FEBRUARY 10, 2021

Shifting customer needs and preferences can make it challenging for contact centers to train and coach agents to ensure that they provide a consistent and exceptional customer experience during every interaction. Self-serve is the new “preferred” service. Interested in learning more?

Contact Center 98

Contact Center Gamification Self service Analytics 98

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

aircall

JANUARY 19, 2021

Call whispering, call monitoring, and call barging are phone system features that can be used to coach new sales representatives or those who are struggling to improve their sales strategies. Interactive voice response (IVR): Set up a smart directory where customers can get to the right support team member on the first try. .

voip 62

voip Interactive Voice Response Sales Government 62

Enghouse Interactive

APRIL 13, 2021

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. Doing so will transform your contact center from a cost center into a revenue generator. .

Contact Center 91

Contact Center Morale Technology Self service 91

NICE inContact

JANUARY 11, 2019

By the 2000s, adoption of quality management software soared, supporting targeted agent coaching. In a webinar , Lauren and I discussed the changes the current decade has brought to QM and what companies should do in terms of planning for 2020 QM challenges. Change Brought by Omnichannel Interactions.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

Enghouse Interactive

SEPTEMBER 29, 2020

By using professionally recorded messaging with your organization’s IVRs, optimizing your chatbots, and providing unobtrusive ID Authentication systems, along with the integration of your CRM system, you will be able to capture, record and assess what, why and how they have engaged with you. AI Makes It Possible (Blog Series).

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80