COPC

OCTOBER 26, 2023

Related CX Technology Consulting Fusing technology and expertise to design and deliver exceptional service journeys. Related A Foundation for Exceptional Digital Self-Service Design Learn proven guidelines for the successful design and performance of IVR systems, chatbots and other self-service models of customer care.

Technology 76

Technology Customer Experience APIs Consulting 76

NobelBiz

AUGUST 22, 2023

Unveil the Secrets to Streamlined Outbound Calls in Contact Centers: Tune in to our enlightening webinar hosted by David Atkinson and Christian Montes. Brad Butler, Contact Center Software Consultant @NobelBiz 4. Why Outbound Calls Don’t Always Connect?

voip 98

voip Telecommunications Contact Center Contact center software 98

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

NobelBiz

JANUARY 3, 2024

Check out our latest webinar episode Fireside Chat: 2023 Contact Center Industry Recap & Future Projections Pro Tips for Understanding 2023’s Industry Landscape and Predicting Trends in 2024. This special session, in the spirit of the holiday season, offers unique value, making it a must-attend.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105

NICE inContact

AUGUST 20, 2019

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan. What functionality do I need beyond the basics of ACD , IVR and reporting ?

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NICE inContact

AUGUST 20, 2019

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan. What functionality do I need beyond the basics of ACD , IVR and reporting ?

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

Fonolo

JANUARY 31, 2018

There’s some overlap with our recent post Chatbots Won’t Save Us From IVR Hell , we also covered chatbots in our most recent webinar.). Who wrote it: DMG Consulting, sponsored by Serenova. Key findings: “…The reason [machine learning. Our favorite chart: KPI Guide for Omni-Channel Contact Centers. Where to get it: [link].

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

JustCall

JANUARY 31, 2023

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. “I’ve used JustCall in a previous company and recommended it as a business consultant for this client when upgrading their reservations system.

voip 52

voip Enterprise Interactive Voice Response CRM 52

NobelBiz

DECEMBER 19, 2021

Use an IVR: Inbound calls are qualified and directed to self-service or the appropriate service or adviser. Your consumers may respond to their most basic demands 24/7, in real-time, simply and straightforwardly, using this IVR, Interactive Voice Server.

Abandon rate 52

Abandon rate Contact Center Abandon Call Wait times 52

Altivon

JANUARY 11, 2018

Altivon and Genesys recently sponsored a webinar series on this topic, culminating with a deep dive into return on investment (ROI) including specific case study results. Industry expert and long-time independent consultant Steve Leaden discussed contact center ROI analysis, technology choices and best practices.

Contact Center 40

Contact Center Abandon rate Abandon Call Healthcare 40

NobelBiz

JANUARY 3, 2022

This webinar is intended for contact center executives investigating omnichannel technologies. Learn more about what it takes to transition from Voice-only to an omnichannel solution and how it can help a contact center expand its scope beyond the comfort zone of voice-only interactions.

Contact Center 52

Contact Center Call Center Consulting Consulting 52

NICE inContact

OCTOBER 29, 2018

Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a decision framework to help contact center leaders navigate this process with confidence. What to consider beyond the basics of ACD, IVR and reporting.

Best practices 48

Best practices Contact Center Contact center software contact center solutions 48

JustCall

MARCH 21, 2022

The Interactive Voice Response (IVR) is an automated voice response system used by call centers to provide a menu of choices to callers in lieu of live agents. An IVR menu is often used as the first point of contact for customers and the business. Predictive Dialers. Final words.

Call Center 52

Call Center Sales Interactive Voice Response Contact center software 52

aircall

JANUARY 19, 2021

Interactive voice response (IVR): Set up a smart directory where customers can get to the right support team member on the first try. . IT directors need to know that the company has knowledgeable tech people that they can contact to consult on setting up VoIP infrastructures and building integrations.

voip 62

voip Interactive Voice Response Sales Government 62

JustCall

FEBRUARY 13, 2023

IVR The Interactive Voice Response (IVR) is an automated voice response system used by call centers to provide a menu of choices to callers in lieu of live agents. An IVR menu is often used as the first point of contact for customers and the business.

Sales 52

Sales Call Center Interactive Voice Response CRM 52

Enghouse Interactive

JULY 1, 2021

Building on our previous guest post from consultant Phil Riley which identified six key trends in housing association customer service , this article focuses on how technology can help improve service performance. However, housing associations today face multiple customer service-related challenges, some intensified by the pandemic.

Customer Service 83

Customer Service Self service Chatbots Analytics 83

NobelBiz

MARCH 23, 2022

Jason Cutter, CEO of Cutter Consulting Group. Check our webinar session for contact center decision-makers who are exploring the implementation of omnichannel technology in their organizations. Accompanied transfer: This function allows agents to transfer a call while consulting with one another beforehand.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Vistio

APRIL 26, 2021

Before joining Vistio as the Head of Operations, I was consulting in the customer experience practice of a leading management consulting firm. . Webinars are a great source as well and I regularly try to attend them.? . Customers often have to navigate an IVR menu to reach a live person causing frustration.? .

Contact Center 52

Contact Center Self service Best practices Technology 52

Vistio

APRIL 26, 2021

Before joining Vistio as the Head of Operations, I was consulting in the customer experience practice of a leading management consulting firm. . Webinars are a great source as well and I regularly try to attend them.? . Customers often have to navigate an IVR menu to reach a live person causing frustration.? .

Contact Center 52

Contact Center Self service Best practices Technology 52

JustCall

APRIL 5, 2022

Automated attendants, or interactive voice response (IVR), answer all of your inbound calls and transfer them to the correct department or extension without the need for a live receptionist. VoIP is highly capable of handling other sorts of media than voice. 4 Key VoIP Phone Features. Automated attendants.

voip 40

voip Interactive Voice Response Analytics Sales 40

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? This webinar series will be recorded, so any webinar attendees that miss this will get the opportunity to watch it at the soonest convenience. I would like to start introducing our speakers for today’s webinar. No worries!

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40