JustCall

OCTOBER 22, 2023

Solution: Implementing Customer Support Analytics Platforms The lack of customer support analytics can be solved by implementing analytics solutions and integrating modern, automated platforms with existing contact center software. Provide adequate training and support to contact center agents.

Contact Center 52

Contact Center Contact center software Abandon rate Analytics 52

Playvox

APRIL 21, 2023

Then set up a way to conduct quality analysis on those interactions to ensure you are delivering on your committed customer expectations. Contact center software driven by artificial intelligence (AI) can help by putting an end to spreadsheets and manual processes, easing the burden on your workforce management team.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. You manage employees in an industry that has one of the highest turnover rates out there. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Very hard, actually. Consolidate tools.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

MiaRec

FEBRUARY 27, 2023

Are you trying to get an idea of the general cost of contact center software solutions in the market? Are you frustrated that you cannot find reliable pricing information anywhere?

Analytics 80

Analytics Contact center software Contact Center Marketing 80

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Playvox

JUNE 28, 2022

We’ll reveal how a modern workforce management (WFM) solution built with the digital customer in mind helps you get there. What Is An Omnichannel Contact Center? These days it’s common to hear the terms Workforce Engagement Management (WEM) and Workforce Management (WFM) used interchangeably. in addition to voice.

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

Hodusoft

JUNE 17, 2021

HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. Contact centers that primarily operate via phone interactions should look into best-of-breed solutions.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

Playvox

NOVEMBER 4, 2021

Contact center technology has evolved to enable more on-demand capabilities and scale, thanks to the cloud. But this evolution has also enabled organizations to equip and manage teams of agents located anywhere (including the home), and in turn serve customers anywhere. The answer is different for every business.

Contact Center 52

Contact Center Technology Contact center software contact center solutions 52

NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. What are the right call center agent performance metrics to monitor?

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Aspect

SEPTEMBER 28, 2017

Most industry leaders agree that their software will eventually reside in the cloud, but what’s the state of the cloud contact center right now? Based upon the trend in responses to his yearly survey, Stockford is predicting that 58% of contact centers that are now completely on-premises will move to the cloud by 2020.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

MiaRec

FEBRUARY 13, 2023

Are you looking to upgrade your contact center software but struggling to navigate all the different terms describing various market segments? Do you not fully understand the difference between WFO, WFM, and WEM and how Customer Engagement platforms fit into all this? If so, you are not alone.

Contact center software 53

Contact center software Government Contact Center Marketing 53

NICE inContact

OCTOBER 29, 2019

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.

contact center solutions 48

contact center solutions Contact Center Abandon rate Business Process Outsourcing 48

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. Choosing the right contact center software is essential for success. RingCentral.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

NobelBiz

SEPTEMBER 12, 2023

In the contact center realm, measuring Talk Time isn’t just about numbers; it’s the compass guiding us toward efficiency, quality, and customer satisfaction. Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured?

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Aspect

JANUARY 3, 2018

The argument for cloud software in the contact center is compelling, but many contact centers are just now coming to realize that workforce management software is an especially good candidate for migration to the cloud largely because it avoids many of the perceived risks that still linger about the cloud.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

NobelBiz

AUGUST 3, 2021

What are the flaws in your contact center? In order to find the accurate answer to these questions, business owners and managers must go beyond guesses and instinct and rely on scientific, clear, and quantitative facts. Team Management: how dedicated are your agents?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Playvox

SEPTEMBER 16, 2021

Your resource planning and quality teams can become bogged down with duplicate sheets, unnecessarily manual processes, and even end up being over-staffed in your contact center. Related Article: 4 Key Contact Center Trends for the Post-Pandemic World. Contact centers must be proactive and agile.

Management 52

Management Contact Center contact center solutions Contact center software 52

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? Back To CX Accelerator Blog.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

Playvox

MAY 2, 2023

The cloud contact center provider handles the servers and software involved in delivering an excellent customer experience. Cloud contact center solutions, like workforce engagement management, take your move to the cloud to the next level.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

NICE inContact

JULY 10, 2018

For the best results, look for a cloud contact center solution with in-built workforce optimization. For contact centers, this generally means interaction recording, live monitoring, quality management and coaching, analytics, workforce management, or a combination of these activities.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? Back To CX Accelerator Blog

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

SharpenCX

MARCH 4, 2020

To build call center improvement strategies for a better CX, put coaching and quality management into your daily routine. Daily quality management drives better performance and experiences for agents (and customers). Make automation a piece of your quality management strategy.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Workforce management (WFM) software can help.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Hodusoft

FEBRUARY 14, 2020

If you are starting a call center or wish to upgrade your contact center software then go through this list of top 10 call center software for 2020 and select one that suits your operations the best. Avaya has a large user base and offers the Elite and Aura variants of its contact center software.

call center software 52

call center software Call Center Contact center software voip 52

NICE inContact

MAY 10, 2016

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. Or are there?

Contact Center 49

Contact Center Analytics Quality management Contact center software 49

NobelBiz

FEBRUARY 22, 2023

What steps should you take to ensure that teleworking does not have a detrimental influence on the efficiency, quality, and performance of your Contact Center? Most Contact Center Management, ticketing, and flow routing systems are now accessible in the cloud, and some are only available there.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

What steps should you take to ensure that teleworking does not have a detrimental influence on the efficiency, quality, and performance of your Contact Center? Most Contact Center Management, ticketing, and flow routing systems are now accessible in the cloud, and some are only available there.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

SharpenCX

OCTOBER 22, 2019

According to research from Jeff Toister , agents without call center wallboards in their work environments are more likely to be at severe risk for burnout. On the flip side, a study out of The Strategic Journal of Business & Change Management linked KPIs to better work. Head to Your Call Center Manager Playbook.

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

JustCall

APRIL 5, 2023

JustCall Overview JustCall is a VoIP business phone system and contact center software. Its biggest USP is the unified staff and workflow management tool. It also happens to be one of the leading alternatives to TalkDesk for small and mid-sized enterprises.

voip 52

voip Interactive Voice Response APIs Contact Center 52

SharpenCX

JANUARY 29, 2020

Describe the voice quality provided by your platform. How does your contact center platform help supervisors monitor and manage agent performance? Does your platform include quality management functionality? Does your contact center platform include a configurable IVR?

call center software 90

call center software Call Center Customer Experience Contact Center 90

NobelBiz

MARCH 23, 2022

It is calculated as follows: Percentage of ROI call centers = (Total Income – Total Expenses)/Total Cost of Investment] x 100 For example, for an investment of $10,000, if it yields 15,000 dollars, then the ROI is 50% ((15,000 – 10,000)/10,000 = 50) Easy right? Actually, no, it’s not that simple! What analytics do you offer?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Cisco - Contact Center

DECEMBER 17, 2020

End-to-End Customer Experience Management. With the new Webex Contact Center, we’ve integrated Webex Experience Management post-call surveys which can be sent to customers via text, email, or IVR so you can get immediate feedback about their experience. Intuitive Agent Experiences and Super-Agent Intelligence.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

NobelBiz

APRIL 5, 2022

The customer experience can make or break your business, so it’s important to understand the factors that make a great customer service representative and a great contact center. However, managing a contact center doesn’t come without its challenges and risks. To put it another way?

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

Fenero

JULY 23, 2020

The new normal is vastly different than the traditional contact center management experience to which most had grown accustomed. So how can contact centers and their employees adapt? The simple answer is moving to cloud-based contact center software and a work-from-home employee model.

Contact Center 8

Contact Center Contact center software Cloud contact Morale 8