Avaya

SEPTEMBER 19, 2018

Another signal of the rising relevance of artificial intelligence comes from the United States government. But what will AI mean to those who work in the contact center, and to others in government, education, healthcare and business that work to improve citizen, student, patient, or customer experiences?

Customer Care 94

Customer Care Government Contact Center Healthcare 94

Serenova

APRIL 7, 2020

While the situation evolves, we know with certainty that the cloud is the only viable solution for contact centers to transition their agents to safely work from home and meet increased demand while maintaining positive customer experiences and business continuity.

contact center solutions 98

contact center solutions Cloud contact Contact Center Business Process Outsourcing 98

Aspect

OCTOBER 10, 2017

We’re able to offer that experience because we’re in there with them.”. The State of Texas expands contact center presence in the wake of Harvey. In Texas, the state government ramped up their contact center presence to meet the influx of requests coming from beleaguered residents.

Contact Center 147

Contact Center Call Center Government contact center solutions 147

USAN

MARCH 22, 2022

A customer experience assessment can help. Without an assessment of your current customer experience, you can’t effectively evaluate which CX technology would have the greatest impact on your customers. USAN’s cloud contact center solutions can help you achieve your customer experience goals.

Government 52

Government contact center solutions Cloud contact Customer centricity 52

NobelBiz

MAY 7, 2024

By leveraging 0MNI+, the hybrid dialer seamlessly unifies data across multiple channels, enabling call centers to streamline operations and deliver a cohesive customer experience. Improved Customer Experience Customers benefit from reduced wait times, more informative interactions, and a generally smoother experience.

Call Center 59

Call Center Interactive Voice Response Wait times Telemarketing 59

CSM Magazine

DECEMBER 20, 2021

Joint Talkdesk and PCI Pal customer relationships expand to include Air Business, Metabolic Living, Resideo, Scotts, Tucows, and Weekendesk. The companies’ expanding customer list includes Air Business, Metabolic Living, Resideo, Scotts, Tucows, and Weekendesk. About PCI Pal.

Contact Center 52

Contact Center Government contact center solutions SaaS 52

NICE inContact

JULY 1, 2019

The company has also created custom dashboards that give its advisors continuous insight into their performance, which has increased their engagement and moved them toward becoming self-governing teams, a key company goal. It’s all added up to an improved customer experience and rising customer satisfaction.

Contact Center 56

Contact Center Transportation Cloud contact Government 56

Talkdesk

APRIL 22, 2020

Contact centers utilizing on-premises infrastructures do not have adequate flexibility and scalability to allow their workforce to operate remotely and also meet rising customer demands. Ensuring successful customer relationships, even in times of crisis, will enable organizations to thrive in the face of adversity.

B2C 59

B2C Government contact center solutions Contact Center 59

VocalCom

MARCH 23, 2020

As we want our customers to perform at their best during this difficult time, we are actively helping them transition to a remote contact center model that continues to provide seamless customer experiences using both cloud and on-premise solutions.

Contact Center 62

Contact Center Government CRM contact center solutions 62

NICE inContact

APRIL 3, 2019

As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector.

Morale 55

Morale Government contact center solutions Contact Center 55

8x8

APRIL 7, 2017

Last week at Enterprise Connect in Orlando, we surveyed more than 200 attendees to uncover their use of team collaboration tools and their thoughts on contact center solutions. Do any functional teams in your organization have a need for basic contact center functionality? It’s all about ease of use.

Enterprise 48

Enterprise contact center solutions Contact Center Surveys 48

NobelBiz

JUNE 19, 2023

From monitoring agent performance and customer interactions to identifying emerging trends and addressing issues proactively, real-time monitoring is a game-changer. In this blog article, we’ll explore the transformative impact of real-time monitoring in call centers and how it can take customer experiences to new heights.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Avaya

OCTOBER 2, 2017

They’re starting with their contact center operations, where they have accumulated customer data—the most valuable asset of any organization—and are looking at how new technologies can enhance the customer experience and add revenue.

Technology 43

Technology Telecommunications Government contact center solutions 43

Fonolo

AUGUST 28, 2018

About: For this report, industry analyst Peter Ryan gathered the views of 352 enterprise executives, each with decision-making authority over contact centers. Our favorite chart: Contact Center 2.0, The Rise of Collaborative Contact Centers. The interviews were conducted earlier this year.

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

Cisco - Contact Center

NOVEMBER 17, 2020

This puts pressure on businesses to improve those experiences so that they increase satisfaction and reduce churn. But what if you could get a more holistic view of your customers’ experiences before they arrive at your contact center? What’s Next? Collaboration Social Channels. Learn More.

Customer Experience 94

Customer Experience Contact Center Government contact center solutions 94

Enghouse Interactive

MAY 25, 2020

Governments focusing on confidential treatment of all sensitive policy and program development information. Emerging Companies securing their innovations and first-mover competitive advantage.

Healthcare 40

Healthcare Best practices Government Enterprise 40

TLC Associates

OCTOBER 30, 2019

You’ve likely thought that very question (or a variation of it) while talking to vendors about outsourced contact center solutions. Yet there’s another equally important follow-up question you need to ask: “how much do in-house contact center operations cost me?”. It’s Time to Try A Nearshore Contact Center.

Contact Center 40

Contact Center outsourcing Real estate Interactive Voice Response 40

Outsource Consultants

JANUARY 19, 2023

This rapid expansion has shocked experts and drawn the eye of many looking for less expensive contact center solutions. With this economic prosperity at hand, the South African government has developed a plan to end poverty within its borders by 2030. Chief among their claims to fame is their contact center agent pool.

outsourcing 67

outsourcing Government Call Center Telecommunications 67

CSM Magazine

APRIL 13, 2023

a leading, cloud-native, contact center customer experience insight and action platform provider, announced key findings such as, more than 40% of contact center decision makers report having limited success with their CCaaS migration efforts. SuccessKPI, Inc.,

Cloud contact 52

Cloud contact Contact Center Consulting Consulting 52

3CLogic

JANUARY 24, 2024

It can further assist supervisors with AI Coaching and sentiment analysis to generate intelligent insights and reporting at scale, ultimately creating high-performing agents and improving the customer experience (CX). Are your agents “swivel-chairing” between your contact center solution, CRM platform, and additional systems?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Hodusoft

FEBRUARY 8, 2024

Traditionally, the majority of clients of MSPs used to be small and midsize businesses (SMBs), government agencies, not-for-profit organizations, and other organizations that don’t have a dedicated in-house IT team. But now, larger and well-established businesses are using the specialized services of MSPs.

Contact center software 52

Contact center software Contact Center Multi-channel support Analytics 52

Vcaretec

JULY 27, 2022

Key features of working in a call center include: Automatic Call Distributor systems help the center's agents to respond to various calls while maintaining a positive customer experience. Enabling Real-time reports to analyze agents' performance and customer satisfaction with their services. Curbside Pickup.

Call Center 52

Call Center Multichannel Contact Center Technical Support 52

NobelBiz

SEPTEMBER 21, 2020

The following is a list of call & contact center industry reports related to COVID-19. The overview includes: news reports relating to spam calls new regulations from federal and state governments warnings from the FCC, FTC, & FBI reports on contact centers that are refusing to switch to a work-from-home model for their agents.

Call Center 52

Call Center Contact Center Government Banking 52

NobelBiz

JUNE 26, 2023

A reliable infrastructure enables scalability and flexibility, allowing call centers to adapt to changing business needs and customer demands. With that in mind, let’s take a closer look at the challenges of maintaining and upgrading call center infrastructure. Let’s look at some of the most common maintenance issues.

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

NobelBiz

MAY 2, 2022

The call distribution technique, like the queueing process, is governed by your rules. For example: If a customer calls your company with a question related to billing, then they would be directed to your payment team. This will give your consumers and agents a seamless and exceptional customer experience.

Contact Center 52

Contact Center Interactive Voice Response Wait times Telecommunications 52

USAN

MAY 10, 2017

That third bucket—let’s call it the blended bucket—could soon be the biggest bucket as more and more companies adopt an omnichannel approach to customer service, and interactions commonly move from self to assisted service, and even back again. Live agent contact is going to diminish, but it’s never going away. Complexity.

Contact Center 40

Contact Center Self service Government contact center solutions 40

Fonolo

SEPTEMBER 20, 2018

For instance, governments hope to deploy it to control and eliminate varied levels of malpractices in society. To this end contact center solution specialist Fonolo have partnered with GTACC for a one-hour webinar to explore the impacts of AI on customer support, service and experience. The Future is Now.

Education 65

Education Contact Center Government contact center solutions 65

JustCall

APRIL 12, 2023

Centralizing And Democratizing Customer Data to Enable Better Coordination between Virtual Call Center Agents Intra-organization coordination is extremely important, as the same Invoca survey mentioned above revealed that 53% of the consumers needed to repeat the same set of information to different call center agents to get their query resolved!

virtual call center 52

virtual call center call center solutions Call Center call center software 52

Vonage

DECEMBER 6, 2018

As a result, businesses end up with an inferior multi-channel approach, rather than a true omni-channel solution. If your business is looking to deliver a more complete customer experience, this poses two questions: What elements should you consider as you develop your omni-channel strategy? The role of your CRM.

CRM 58

CRM Engineering Contact Center Chatbots 58