Playvox

JUNE 28, 2022

While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use.

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

Serenova

MAY 1, 2020

They perform at high levels, form better relationships and deliver optimal customer experiences. Contact centers that don’t regularly recognize agents for good work are likely to experience low morale, burnout and high attrition. Inevitably, that delivers a blow to customer experience.

Morale 98

Morale Coaching Contact Center Quality management 98

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. This makes it the best contact center software for SMBs.

Contact center software 52

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

Serenova

MAY 29, 2020

We’ve seen that the organizations that are not only surviving, but beginning to gain the momentum necessary to thrive long-term, have consistently prioritized nine contact center best practices that withstand the test of time—and a global pandemic. Contact Center Best Practices for 2020. Every time. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Playvox

FEBRUARY 16, 2024

Artificial intelligence (AI) has permeated many aspects of our work and personal lives. 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

Serenova

NOVEMBER 19, 2019

This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation. I want to share with you my personal perspective on how it will deliver value to the markets we serve, as well as our stakeholders, including customers, partners and employees.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. The best contact center reporting and analytics tools. Talkdesk for end-to-end enterprise customer experience analytics.

Contact Center 97

Contact Center Analytics Marketing First call resolution 97

Serenova

MAY 29, 2020

We’ve seen that the organizations that are not only surviving, but beginning to gain the momentum necessary to thrive long-term, have consistently prioritized nine contact center best practices that withstand the test of time—and a global pandemic. Contact Center Best Practices for 2020. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Playvox

MARCH 5, 2024

How do contact centers not only survive but thrive in this new era? And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Customer Requirements and Preferences Have Changed Customer expectations and preferences for service and support have shifted dramatically in recent years.

Quality management 78

Quality management Management Contact Center Coaching 78

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

Monet Software

DECEMBER 21, 2018

We were proud to announce the official release of our Workforce Management (WFM) solution for Salesforce, which integrates easily with Salesforce Service Cloud or Sales Cloud case management systems to provide an advanced omnichannel WFM solution directly from Salesforce. Another award so soon? Stay tuned!

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

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

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

8x8

SEPTEMBER 14, 2017

Town Fair Tire , a New England-based tire business with 1,800 employees and over 95 stores across six states, values the long-standing relationships it has developed with both consumers and wholesale customers such as auto dealerships, repair shops and other outlets.

Contact Center 48

Contact Center contact center solutions Quality management Marketing 48

Serenova

JUNE 20, 2019

The goal of Gen Z @ Work is to offer insights into how best to recruit, retain, motivate and manage this important demographic. Gen Z is the first generation born into a world where every person and place has a digital equivalent. Hyper-Custom. Let’s take a look at the seven key treats of Gen Z: Phigital. Challenge: FOMO.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

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). Innovative O rganizations Operate D ifferently. Download the ContactBabel Report Now:

Contact Center 69

Contact Center Customer centricity Technology Customer Experience 69

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. That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

OCTOBER 27, 2021

Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome. They also expect to be treated in a highly personalized manner. Learn How AI Helps Improve Your Customer Experience (CX) Through Better Use of Your Customer Data.

Upselling 83

Upselling Contact Center Analytics Surveys 83

NobelBiz

AUGUST 3, 2021

The supervisor or manager may also be stressed by his or her inability to help the rest of the team. Thus, by asking questions about the practices of each person and keeping an eye on statistics, the mentor pushes the agents to make a self-diagnosis and look for the solution themselves.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Enghouse Interactive

JUNE 9, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Action Checklist. Use an omni-channel approach. Integrate with CRM.

Contact Center 97

Contact Center Self service Chatbots CRM 97

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. Personalization (25.8% Back office support. Subject matter experts. Accessible NOW! planned, 52.9%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Enghouse Interactive

JULY 7, 2020

Contact center agents are now under ever-increasing pressure to treat all callers with speed and accuracy, making customer satisfaction their main objective…while also dealing with each person with appropriate levels of empathy. . Protect Your Experts with Call Recording and Quality Management.

Self service 52

Self service Contact Center CRM Quality management 52

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

OCTOBER 13, 2020

Understanding Why Transforms the Customer Experience. But right now, this is still best done in support of agents, who can make the final decision of what to say to the customer and how. Help make sure your organization delivers the customer experience that exceeds their expectations.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

MAY 27, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Action Checklist. Use an omni-channel approach. Integrate with CRM.

Contact Center 52

Contact Center Self service Chatbots CRM 52

Cisco - Contact Center

DECEMBER 17, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. End-to-End Customer Experience Management.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Hint: They’re all unique to digital transformation.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

Enghouse Interactive

JULY 19, 2019

Contact us to go through the analysis. Resource Allocations: IT teams can be more effectively deployed to areas that contribute to building the business, their focus shifted to enhancing the customer experience and improving service levels versus running the contact center infrastructure.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Enghouse Interactive

OCTOBER 12, 2021

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

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. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). What Is Contact Center AI?

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Enghouse Interactive

MAY 25, 2020

Generally speaking, one of the best approaches is to limit access to either corporately-issued devices which are secured by the IT department using an Enterprise Device Management tool, or to limit access to personal or home devices that your IT department has ‘certified’.

Healthcare 40

Healthcare Best practices Government Enterprise 40

Playvox

DECEMBER 13, 2022

Calling their own phone, family, or friends or handling personal issues when doing “outbound” work. It has negative implications on your customer experience, forecasting, scheduling, and overall budget. It has negative implications on your customer experience, forecasting, scheduling, and overall budget.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Cisco - Contact Center

AUGUST 18, 2020

Each month, you’ll be hearing from me and my Cisco colleagues, on new capabilities to our Webex Portfolio that help organizations improve workplace collaboration, productivity, and customer experience. Improved Operational Efficiency with Webex Contact Center Analyzer Reports. Here’s What’s New.

Contact Center 120

Contact Center contact center solutions Analytics Entertainment 120

Upstream Works

JANUARY 25, 2022

Flexible and cost-effective solutions to drive innovation now and in the future. Learn more about how our enhanced omnichannel contact center solutions support digital transformation here. Without a holistic view of the customer experience, contact centers are inefficient.

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

Playvox

SEPTEMBER 20, 2023

Across all industries and in our personal lives, AI is coming into its own as a tool to increase efficiency, automate tasks, and reduce costs. But how do AI and automation technologies actually help make your contact center more efficient? Automated quality management helps quality analysts be more efficient in their work.

Quality management 52

Quality management Coaching Contact Center Calibration 52

Playvox

AUGUST 25, 2021

As in-person interactions with customers have largely been suspended during the pandemic, customer experience centers have evolved from simply offering reactive support to providing proactive customer engagement. Related Article: 12 Signs Your Contact Center Needs a WEM Solution.

Management 57

Management Agent burnout Contact Center Coaching 57

Playvox

FEBRUARY 1, 2024

In an omnichannel customer service environment, in particular, there’s much to consider. But making sense of the data for business intelligence and actionable insights can play a pivotal role in creating a better customer experience, and even in growing your business and improving its bottom line. Support is okay.

Contact Center 93

Contact Center Best practices Surveys Feedback 93