Global Response

MARCH 18, 2022

How to improve the customer experience in your call center. When it comes to customer service, quality is the name of the game. Did you know that 70% of customers will spend more money with a company if they have a good customer experience?

Call Center 71

Call Center Customer Experience Abandon rate Average Handle Time 71

Serenova

APRIL 26, 2019

For some technology solutions (customer relationship management (CRM), for example) the cloud is now the de facto standard. According to the report, “For the past few years, thousands of companies large and small have chosen contact center-as-a-service (CCaaS) every year. The direction of change is clear.”.

contact center solutions 40

contact center solutions Cloud contact Contact Center CRM 40

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. Components of Workforce Optimization Workforce optimization for contact centers has many different components.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. of their revenue due to bad experiences.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Playvox

JANUARY 30, 2024

Contact center managers leverage gamification techniques and tools like badges, point systems, and leaderboards, as part of an overall quality management solution to attract, engage, and retain high-performing agents. Related article: Remote Agent Training In Contact Centers: 5 Key Strategies 7.

Gamification 79

Gamification Contact Center Coaching Quality management 79

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.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

DMG Consulting

MARCH 10, 2023

5 Applications to Boost Contact Center Performance in a Tough Economy View this article on the publisher’s website. As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX).

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

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

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

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

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

DMG Consulting

SEPTEMBER 29, 2022

The market is in the early days of this transformation, but its potential is awe-inspiring, as it is going to touch every aspect of what is done in and by contact centers and the customer experience (CX) in general.

Contact Center 62

Contact Center contact center solutions Enterprise Analytics 62

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 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

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

Serenova

NOVEMBER 19, 2019

We’ve seen a consistently growing need for a combined CCaaS and workforce optimization solution set. The addition of ProScheduler to Serenova’s robust portfolio of contact center solutions represents the right combination of product, technology and talent to fit our vision while meeting market need—a win for all.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

DMG Consulting

FEBRUARY 5, 2020

The findings for the three questions were extremely positive and reflect the very upbeat attitude of enterprise executive and contact center leaders toward new technology investments. Figure 1: Contact Center Technology Investment Priorities for 2020. Cloud-Based Contact Center Solutions.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running. They will give you the flexibility to customize your solution.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

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 98

Contact Center Analytics Marketing First call resolution 98

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience 72

Customer Experience contact center solutions Morale Self service 72

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

The solution was designed to empower contact centers and help desks to improve customer experience and agent productivity, identify performance gaps, reduce costs, and deliver outstanding and efficient customer service. We debuted our new, modern and more responsive company website this month. Stay tuned!

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

NICE inContact

NOVEMBER 6, 2018

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. In order to be able to make any educated decisions, remember the old saying: you cannot manage what you cannot measure.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

Serenova

APRIL 19, 2020

As you contemplate a cloud contact center solution to optimize your WFH transition, remember to focus on these four features: Workforce Optimization. Customer-first Support. The right quality assurance tools can make this assessment easier, keeping both agents and supervisors honest and accountable.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

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

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

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. You’ll find them all here as well.

contact center solutions 48

contact center solutions Contact Center Quality management Feedback 48

Enghouse Interactive

OCTOBER 4, 2019

And if it does, what will it do with these customer provided insights? Used properly, organizations can transform the customer experience, elevating it to new levels. The question is, does the organization really listen? thereby ultimately enabling them to deliver satisfaction levels never before attained.

Contact Center 40

Contact Center contact center solutions Customer Experience Marketing 40

NICE inContact

DECEMBER 4, 2018

What about new unified communications (UC), PBX and other contact center. How do I evaluate cloud vs. premises solutions? What’s the incremental value of QM (quality management), WFM (workforce management), Analytics, and API (applied programming interfaces) to the performance of my contact center?

Contact Center 49

Contact Center APIs contact center solutions CRM 49

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

NobelBiz

MARCH 23, 2022

In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. How to determine the ROI for a Contact Center Solution? How to determine the ROI for a Contact Center Solution?

contact center solutions 52

contact center solutions Contact Center voip call center software 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

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

Enghouse Interactive

JUNE 11, 2021

If successful, your organization will be able to deliver the best possible customer experience. To complicate matters further, customer expectations evolve as quickly as new technologies are introduced. This new reality has a significant impact on what customers want and how they want it. The Upside? Transformation.

Feedback 105

Feedback Technology Customer Experience Customer Service 105

Serenova

JUNE 20, 2019

Solution: A complete workforce engagement suite , including Workforce Optimization, to improve agent performance and customer experience; Workforce Management for agent scheduling and forecasting; and Quality Management for recording and evaluating interactions can positively impact customer and agent retention and satisfaction.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40