Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. Conversely, if employees don’t feel engaged, appreciated, and respected, your organization – and customers – can be at risk. fall into the “engaged” category.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Enghouse Interactive

SEPTEMBER 3, 2021

Contact Center Solutions. of the organizations it deemed to be more successful than their industry peers (which are 27% more successful than typical organizations), had integrated UC with their CC solution to deliver better customer experiences (CX). due to their use of a single-source solution.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

Serenova

MARCH 10, 2020

It creates the first-ever platform focused on delivering unified, cloud-ready, omnichannel experiences for highly connected workplace collaboration and deeper customer engagement. For contact centers, this means a next generation of high-definition customer experiences that will differentiate the most successful global brands.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

JustCall

MARCH 9, 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Playvox

FEBRUARY 16, 2024

From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. One of the most impactful uses is how AI is transforming customer experience (CX). How Quality Management Processes Have Shifted It could be called the perfect storm for contact centers.

Quality management 75

Quality management Contact Center Management Best practices 75

Hodusoft

NOVEMBER 29, 2022

But due to the rising competition, the market now is flooded with many types of contact center solutions. Out of them, only a few are worthy and enable businesses to excel in their customer service and support endeavors. Choosing the right contact center software is essential for success.

Contact center software 40

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

Serenova

JANUARY 7, 2020

Time and time again, we’ve seen, firsthand, how our technology solutions fuel growth by transforming the customer experience. So, we created a true cloud contact center solution that could. Today, that solution unifies everything from customer engagement to quality management to analytics.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Monet Software

DECEMBER 21, 2018

As we prepare for a new year (for which big plans are already underway), let’s look back at just some of the memorable happenings that have kept our teams busy and our customers happy over the previous 12 months. It is given to vendors that are advancing the call center, CRM and teleservices industries one solution at a time.

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

NICE inContact

NOVEMBER 6, 2018

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. Choose the right contact center solution.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

Enghouse Interactive

JUNE 25, 2019

If you’re not already aware, Enghouse Interactive offers the industry’s broadest range of contact center solutions. One of the guiding principles that Enghouse has adhered to over the years: focus on meeting customer needs and expectations , exactly as the customer defines them.

Contact Center 40

Contact Center Customer centricity contact center solutions Quality management 40

Serenova

APRIL 19, 2020

While most of us have been in lockdown mode, healthcare, financial services and other “essential” industries have had to continue to operate and serve customers through their contact centers. These contact centers are rising to the challenge of this global crisis. Customer-first Support.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

Monet Software

OCTOBER 22, 2018

Commitment to Customer Experience Tops Priority List. From the discussions we had with customers and other industry professionals, it seemed to be a move toward using AI (artificial intelligence) to create a better customer experience. Wrapping Up Dreamforce 2018. Redesigned With You In Mind.

contact center solutions 48

contact center solutions Contact Center Quality management Feedback 48

Enghouse Interactive

JUNE 17, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #1 Enhancing the Customer Experience. This new reality presents the contact center industry with an excellent opportunity to integrate with Teams and provide seamless company-wide collaboration capabilities across their customer’s organizations.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Enghouse Interactive

JULY 29, 2021

Customer experience (CX) expectations have changed. Today, customers expect helpful, accurate, and insightful responses from empowered agents that can resolve any situation, on the first call. If a company operates in a specific region or industry, applicable regulations can easily be understood and respected.

Scripts 96

Scripts Contact Center Benchmark CRM 96

Enghouse Interactive

JUNE 24, 2021

Video Outperforms All Other Contact Center Communications Channels. With digital transformation accelerating across all industries, companies are now leveraging video-based capabilities to transform their customer experience (CX). Download the ContactBabel Report Now:

Contact Center 69

Contact Center Customer centricity Technology Customer Experience 69

Playvox

SEPTEMBER 7, 2021

At Playvox, we prioritize what matters most to our customers — just like you do in your contact center! From quality management to workforce management , we strive to put not only the best, but also the most efficient and effective product on the market. Customer Experience Specialist.

Contact Center 52

Contact Center Morale Quality management Employee engagement 52

Playvox

APRIL 4, 2023

It should be: Objective, not based on personal preferences or viewpoints Focused on improvement, not punishment or scolding Frequent, not saved for annual reviews Vague or infrequent feedback doesn’t help agents improve their customer experience skills and only serves to damage their relationship with their manager and the company.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Fortunately, your staff succumbing to burnout is not inevitable.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Enghouse Interactive

APRIL 13, 2021

Customers Redefine Engagement, In Real-Time. At the same time, it’s also disrupting and transforming other industries along the way. By focusing on the customer experience…and delivering it with agile, flexible, and adaptive technologies and processes. Deal with it. How did it do so?

Contact Center 91

Contact Center Morale Technology Self service 91

Enghouse Interactive

OCTOBER 21, 2020

As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. and that each customer interaction will take longer and be more involved because the self-service offering will take care of the routine customer inquiries.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

OCTOBER 27, 2021

Organizations are increasingly revisiting their operational investments with a focus on improving the customer experience (CX), hoping to minimize churn, grow revenue, and better position upsell and cross-sell initiatives while resolving specific customer issues, and meeting emerging needs.

Upselling 83

Upselling Contact Center Analytics Surveys 83

NobelBiz

FEBRUARY 14, 2022

This call center KPI can help you figure out how good your service is, how well your team works together, and if an agent needs more training to quickly solve customer problems. However, and this is the misconception, fast service doesn’t imply a good customer experience. his opinion on the Call Center Stress Syndrome.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

DMG Consulting

MAY 7, 2018

This inaugural knowledge management (KM) report covers all aspects of this resurgent IT sector, which is attracting a great deal of interest because of the digital transformation and growing interest in incorporating artificial intelligence (AI) functionality into contact center solutions.

Consulting 48

Consulting Consulting Marketing Management 48

NobelBiz

MARCH 23, 2022

And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. You are aware that technology will be critical in 2022 and beyond for the industry. And that without a good review of your contact center technology, your company will not be able to grow.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Enghouse Interactive

SEPTEMBER 1, 2020

Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. These ever-changing external forces are now influencing customer expectations across all businesses, in every industry and at every level. We’ll explore this more in our upcoming blog series on AI-Enhanced Customer Experience. .

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

JULY 7, 2020

Studies have shown that the use of Knowledge Base typically reduces support costs by $1-3 Million for organizations with 500+ seat contact centers, while also helping to improve Customer Satisfaction and NPS scores. Protect Your Experts with Call Recording and Quality Management.

Self service 52

Self service Contact Center CRM Quality management 52

Serenova

JUNE 20, 2019

These two groups now make up the fastest-growing proportion of contact center employees. And savvy contact center leaders are paying attention. Solution: Gamification, like what is offered as part of Serenova’s CxEngage Scoreboard , can address FOMO through improved agent engagement. billion total people).

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

DMG Consulting

MAY 25, 2018

This inaugural knowledge management (KM) report covers all aspects of this resurgent IT sector, which is attracting a great deal of interest because of the digital transformation and growing interest in incorporating artificial intelligence (AI) functionality into contact center solutions. million in 2016 to$1,655.3

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Here too, according to the panel, technology can help.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Enghouse Interactive

FEBRUARY 9, 2021

In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. AI and UC are transforming innovative organizations into successful industry leaders. Back office support.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Enghouse Interactive

SEPTEMBER 29, 2020

Blog #1 of 4: The Customer Experience. Customer Perception = Their Reality. How is it evaluated by your customers – do they think it’s good, bad or are they indifferent? The reality is that “customer experience” is more than a single engagement or interaction with your organization. What is it?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

Enghouse Interactive

OCTOBER 13, 2020

Understanding Why Transforms the Customer Experience. From a practical perspective, it’s been found that natural language processing (NLP) techniques can be used to more accurately analyze and assess the customer comments and classify them. Doing so, will transform your contact center from a cost-center into a revenue generator.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Global Response

MARCH 1, 2022

Are you looking to make sure call center agents are equipped to handle each call as efficiently as possible? Then you may want to look at average handle time and first contact resolution. Example #1: Call center KPIs for a retail business. Example #3: Call center KPIs for automotive businesses. Agent turnover rate.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Enghouse Interactive

JULY 7, 2021

The supervisor’s value is in rewarding positive skills and behaviors, providing ongoing coaching and encouragement, correcting bad practices, and identifying training gaps, while also insulating the contact center from unexpected problems and issues. Gain actionable insights from across the Customer Journey.

Scripts 52

Scripts Coaching Contact Center Call Center 52

NobelBiz

AUGUST 3, 2021

Today, speech analytics is the product of huge investment to thoroughly analyze vast quantities of conversations and find crucial information that leads to a better understanding of the customer’s words, intentions, and behavior. These systems may also identify and analyze customer emotions during a call. Is there a better option?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Enghouse Interactive

JUNE 9, 2021

By adding this first-party data to the organization’s Customer Relationship Management (CRM) system, the information can be effectively utilized by all functional areas (marketing, sales, accounting, etc.) both on an individual basis, and when aggregated, enabling personalized communications for others within the same industry.

Contact Center 97

Contact Center Self service Chatbots CRM 97