John Grasso of Windstream on Cloud Contact Center Software

Call Center Coach

Because of this growth and potential it was not too surprising to see Windtream’s contact center specialist John Grasso at the PACE Association Conference. Watch John Grasso of Winstream share insight on Cloud Contact Center Software.

Fenero Now Accepts Bitcoin 

Fenero

As we continue to disrupt the industry with our software license free business model and award-winning platform, we have added an additional payment option for the convenience of our clients. contact center software contact centers cloud contact center software credit card customer service experience CSAT Cryptocurrency bitcoin payment options

 Is Virtual the Next Reality for Contact Centers?

Aspect

The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. The leading contact centers today already leverage chatbots, SMS and intuitive IVR systems, simply making these tools the new status quo.

5 Tips for Achieving First Contact Resolution

VocalCom

For this reason, first contact resolution, or FCR, remains a critical metric for contact centers to monitor. Here are five tips for achieving first contact resolution and truly satisfying your customers. Agents should not fear spending too much time with a customer: It’s always better to spend more time on one interaction that resolves the problem, rather than forcing an unsatisfied customer to contact your company several times.

5 Ways Mobile Drives Customer Loyalty

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. These days, most companies recognize the importance of mobile optimization for the customer experience. Indeed, as customers increasingly use their smartphones on the go, brands must offer mobile-friendly sites and easy ways to obtain customer service.

Cloud Contact Center: Customer Centricity with Great Agility & Less Cost

Aspect

Aberdeen’s new report Cloud Contact Center: Customer Centricity with Great Agility & Less Cost shows that not every company that invests in a cloud contact center is getting the highest returns on their investments.

6 Ways Predictive Dialers Drive Brand Success

VocalCom

In the contact center, time is everything. With lead management software integration , predictive dialers may organize data all in one place. Predictive dialers grow smarter with use, tweaking the process as it goes to make sure that the strongest leads are contacted at the most optimal times. Contact center costs are greatly reduced when a predictive dialer is used. Ultimately, customers are more satisfied when contacted via a predictive dialer.

New Survey Reveals Shifting Cloud Contact Center Preferences

Aspect

If Ben Franklin were alive today, his famous quote would read something like this, “In this world, nothing can be said to be certain except death and taxes and cloud software.” Provides continuous software upgrades at no additional cost.

How to Optimize Digital Customer Engagement

VocalCom

When customers look at any given channel, they should feel that each one is a viable method of contact. Take measures to enforce security within the contact center and from the customer’s side. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

5 Key Benefits of IVR for Customer Service

VocalCom

Reducing call center costs. Lastly, it should be noted that call centers reduce costs when employing such a system. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. While self-service is key to helping customers find information quickly, IVR is an essential tool for making it happen.

5 Reasons Why Your Customers Want an Omnichannel Experience

VocalCom

According to a survey by Aspect Software, companies that adopt an omnichannel strategy achieve 91% greater year-over-year customer retention rates compared to those that do not. For example, if a customer makes an initial contact on social media but needs to explain his case in detail, an agent might suggest speaking on the phone. On channels that cannot offer service all the time, be sure to indicate the hours of operation and how the customer may contact you otherwise.

WFM – Your First Step to a Cloud Contact Center

Aspect

What does the cloud software market look like from 10,000 feet? If your contact center is not already thinking seriously about the cloud, there might be a lesson to be taken from other soft ware users. What’s the view of cloud software in the contact center at ground level?

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5 Essential Tips for Social Customer Service Communications

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Conversational commerce Call center Cloud Contact Center contact center software Customer Experience Customer Service Effortless Facebook Mobile Multichannel Omnichannel Social Twitter Zendesk

Aspect CEC Benchmark – Early Results In

Aspect

It feels like just yesterday we were standing on stage in Orlando announcing the 1 st annual Aspect Contact Center Benchmark (if you missed it here’s the press release ). Communicate goals that include business strategy as well as software optimization.

Time to Talk Seriously about Speech Analytics in the Contact Center

Aspect

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

With AppConnect, Talkdesk is Doing B2B Apps the Way They Should Be

Fonolo

Talkdesk rose quickly from humble origins to make big waves in the call center space. For example, it was thought that the core capabilities of call centers (queuing and routing voice calls at high volume) were “tough” problems to solve.

Welcome to the Hybrid World of Contact Center Software

DMG

Welcome to the Hybrid World of Contact Center Software . The future of contact center technology is in the cloud, although not all systems and applications are going to be moved to the cloud at once. Therefore, the dominant implementation model for contact center technology, particularly in large environments, is going to be hybrid. Enterprises of all sizes are adopting cloud-based contact center systems and applications.

Customer Engagement Center Capabilities: People and Process Optimization

Aspect

Understand contact center performance – drive performance at every level of the organization to understand how you are achieving business goals. Analyze contact center data- turn voice data into valuable insights about agents, customers, and operations.

Press Release:  Fenero Announces Key Employee Promotion to Executive Team

Fenero

Charles Callari contact center Fenero Marlon Williams CEO cloud contact center software VP of Business Development Promotion Annoucement Awards Judson Noel COOCharles Callari promoted from Vice President of Customer Development to Fenero’s Chief Operations Officer.

Top 7 Customer Engagement Trends in 2018

VocalCom

First contact resolution remains a priority. Brands strive to save customers time, which is exactly why first contact resolution (FCR) remains a top priority. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. With the start of a new year, you might wonder how customer engagement will change.

Why do we celebrate Customer Servce Week?

Fenero

During this time, contact centers takes this exciting week to a different level! call center contact center Customer Service recognition cloud contact center software Customer Service Week CSW2017

You Don’t Need Tom Brady to Make it to the Super Bowl

Aspect

While this story might seem irrelevant, there’s a simple truth here for all contact center leaders. By integrating cutting-edge contact center solutions into your organization, you’ll be able to defend your turf and provide the high-level of service expected by all consumers today.

Improve Contact Center Performance with Call Recording Software and Transcription

SharpenCX

The post Improve Contact Center Performance with Call Recording Software and Transcription appeared first on Sharpen Contact Center Software. Coaching is important, but it takes time.

How Top Performing Contact Centers Will Own 2018

SharpenCX

The post How Top Performing Contact Centers Will Own 2018 appeared first on Sharpen Contact Center Software. Contact Center Industry Insights Uncategorized

Is It Time to Re-Evaluate First Contact Resolution?

SharpenCX

An increasing amount of attention is being paid to first contact resolution (FCR) as the end-all, be-all metric for measuring agent efficiency and effectiveness. [.]. The post Is It Time to Re-Evaluate First Contact Resolution? appeared first on Sharpen Contact Center Software.

How To Reduce Agent Turnover With Just 5 Questions

SharpenCX

Learn more about Stay Interviews and how they’re helping contact centers reduce agent turnover by 20% or more. [.]. The post How To Reduce Agent Turnover With Just 5 Questions appeared first on Sharpen Contact Center Software.

Agent Satisfaction May Be The Most Important Metric You’re Not Tracking

SharpenCX

The post Agent Satisfaction May Be The Most Important Metric You’re Not Tracking appeared first on Sharpen Contact Center Software. Learn why agent satisfaction is foundational to success, and how an improvement in this metric could immediately boost all other metrics. [.]. Read More. Customer Experience

The 90s Called – They Want Their Contact Center Back.

SharpenCX

Contact centers and Millennials seem to have a mutual love of the 90s. The post The 90s Called – They Want Their Contact Center Back. appeared first on Sharpen Contact Center Software. But, it’s killing productivity and agent satisfaction. It’s time to upgrade - here’s why. [.]. Read More. Customer Experience

Is It Really Worth It To Train Your Contact Center Agents?

SharpenCX

There’s a turnover epidemic in contact centers. The post Is It Really Worth It To Train Your Contact Center Agents? appeared first on Sharpen Contact Center Software. So, there’s no reason to invest in employees that are just going to leave…right? [.]. Read More. Agent Experience Agent First Culture Customer Experience

You Don’t Trust Your Agents (But It’s Not Your Fault)

SharpenCX

Is trust an issue in your contact center Here’s are some signs that you may not trust your agents as much as you think you do. [.]. The post You Don’t Trust Your Agents (But It’s Not Your Fault) appeared first on Sharpen Contact Center Software. Read More. Customer Experience

Why Nobody Dreams Of Being A Contact Center Agent

SharpenCX

Why don’t we dream of growing up to be contact center agents? The post Why Nobody Dreams Of Being A Contact Center Agent appeared first on Sharpen Contact Center Software. Learn some possible reasons why and steps you can take to improve the reputation of the profession. [.]. Read More. Agent Experience Agent First Culture

Bright Pattern Named as Leader for Functionality, Support, Value and Most Recommended

Bright Pattern

Gartner owned online review site, Capterra, is “ always looking for ways to make buying the right software easier for businesses ”. With that in mind, last week they rolled out new awards, or “Best of” Badges for the Contact Center Software industry. Bright Pattern was awarded four out of four possible badges which include; best functionality, best support, best value and most recommended

Black Friday is Over—How Did Your Contact Center Stack Up?

Aspect

Following what may have been the busiest day on record for many businesses, let’s take a few moments to find out how your contact center performed now that the dust has settled. The post Black Friday is Over—How Did Your Contact Center Stack Up? The U.S.

IoT + Customer Service: Why Your Company Needs To Be An Early Adopter

SharpenCX

The post IoT + Customer Service: Why Your Company Needs To Be An Early Adopter appeared first on Sharpen Contact Center Software. Think your IoT strategy can wait? Think again. Learn why the early adopters of IoT in customer service are going to take the lead and keep it. [.]. Read More. Customer Experience

The One Thing You Can’t Afford to Overlook in CX? Your Agents’ Experience

SharpenCX

Your Agents’ Experience appeared first on Sharpen Contact Center Software. We’re in the Age of the Customer.

It’s Official…We’re Among the Best Places to Work in Indiana!

SharpenCX

appeared first on Sharpen Contact Center Software. We knew we had something special, but now it’s official. At the Best Places to Work in Indiana awards ceremony on May 2nd, Sharpen Technologies was recognized, placing among the top 50 in the Small Companies (15-74 U.S. employees) category. As a first-year participant, making the list is truly an honor.Indiana Chamber President Kevin Brinegar [.]. Read More.

The Road Your Customers Are Leaving On Is Paved With Good Intentions

SharpenCX

Even though we haven’t always talked about the concept of customer experience, it has always been a crucial element of business.Whether to you customer experience (CX) represents an overused buzzword or a competitive battlefield, it has existed—and has mattered—for as long as customers have.Going back to the days before call centers, the customer experience was [.].