Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

NobelBiz

JANUARY 16, 2024

They serve as a direct line of communication, offering personalized interactions that can effectively address customer needs, resolve issues, and convert inquiries into tangible business outcomes. Call center campaigns are important for businesses to maintain a high level of customer satisfaction and to improve their customer service.

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

Serenova

AUGUST 5, 2019

In the webinar , How to Design Your Contact Center to Be Customer-Centric , our guest speaker, Forrester Research VP and Principal Analyst Art Schoeller, offers tips, trends and perspective on how you can move toward a more customer-centric contact center. And most people start with self-service.

Customer centricity 40

Customer centricity Contact Center Interactive Voice Response Customer Experience 40

Enghouse Interactive

OCTOBER 13, 2020

Understanding Why Transforms the Customer Experience. Help make sure your organization delivers the customer experience that exceeds their expectations. Doing so, will transform your contact center from a cost-center into a revenue generator. AI Makes It Possible (Blog Series).

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Playvox

FEBRUARY 27, 2024

AI-infused WEM solutions get to the heart of human motivation – they unleash the human factor of agents that are empowered, happy, and working towards personal and team goals, transforming average contact centers into best-in-class performers. The future of workforce engagement includes integrating AI into your strategy.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer.

Self service 52

Self service Contact Center CRM Quality management 52

Playvox

JANUARY 13, 2022

The conversation identified several contact center trends that, if addressed effectively, can lead to the transformation of two critical elements of operational success: people and technology. . 2022 just might be The Year of the Contact Center Employee. In fact, many think AI is the future of customer service.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Enghouse Interactive

JUNE 2, 2020

We spoke with Steve Morrell , the Managing Director of ContactBabel , a global Contact Center focused research firm, to discuss some of the intriguing, trends he’s identified in his recently published reports: The Inner Circle Guide to Cloud-based Contact Center Solutions.

Contact Center 48

Contact Center contact center solutions Banking Technology 48

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Playvox

APRIL 19, 2023

Being able to strategically plan and prioritize tasks not only ensures your customers get the service and support they need in a timely manner, but it also increases agent productivity, decreases overall stress, and improves job satisfaction. What Is Time Management? Employees who frequently experience burnout are 2.6

Time management 56

Time management Contact Center Management Schedule adherence 56

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. The problem with this approach is that it doesn’t deliver seamless customer experiences because agents don’t have complete historical views of customer interactions.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

Enghouse Interactive

JANUARY 27, 2021

. – With the transformation brought about by Covid-19, it’s become an efficient and effective way to nurture and maintain high-value, long-term strategic relationships, which are not just transaction-based but require personalized and frequent interactions. Customer Satisfaction Ratings – Significantly increased 41.7%

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you. Over time, this evolution will drive the need for more highly skilled agents in order to provide expected service levels.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Enghouse Interactive

AUGUST 26, 2020

Consumers of higher-end products are more hands-on and want the most comprehensive automated tools possible, while consumers of mid-range to lower-end products generally prefer voice-based services for support. . Help make sure your organization delivers the service experience that exceeds customer expectations.

Self service 58

Self service Contact Center CRM Customer Support 58

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

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’. Using it the right way, makes all the difference.

Healthcare 40

Healthcare Best practices Government Enterprise 40

NobelBiz

MARCH 14, 2023

You can overcome these challenges by investing in : Technology solutions that guarantee regular updates, accurate data analysis, and compliance adherence, such our own Omnichannel Contact Center Solution Omni+. With our solution in place, you will not have to fret about compliance or laws, because we do.

Contact Center 52

Contact Center Scripts Call Center Government 52

Enghouse Interactive

FEBRUARY 18, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Add the channels your customers demand and expect. But customers expect the same communications choices as they use in their personal lives. Channel choices drive engagement.

Contact Center 56

Contact Center Analytics Self service Finance 56

Cisco - Contact Center

FEBRUARY 19, 2020

This is equally as true in business, as it is in our personal lives. To learn more about Cisco Contact Center solutions, visit our website. Join our Live Webinar: Introducing Webex Contact Center Enterprise. Cisco Contact Center Portfolio: Revolutionizing Customer and Agent Experiences.

Contact Center 119

Contact Center contact center solutions Enterprise Engineering 119

NobelBiz

JUNE 26, 2023

Managing a call center goes beyond delivering exceptional customer service. It requires a deep understanding of the importance of call center infrastructure to maintain a seamless operation. No matter how sophisticated the infrastructure, it’s the human touch that often makes the difference in customer service.

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

Enghouse Interactive

JULY 1, 2021

The ability to deliver high quality, consistent customer service is essential for housing associations, and is one of the key areas evaluated by the regulator when assessing providers. However, housing associations today face multiple customer service-related challenges, some intensified by the pandemic.

Customer Service 56

Customer Service Self service Chatbots Analytics 56

Cisco - Contact Center

FEBRUARY 19, 2021

He called their customer service department, was connected directly to an agent who knew exactly who he was and that he had just purchased his car. From Customer Service to Customer Experience. They want options for self-service or to connect with a person who is empowered with the right tools to meet their needs.

Customer Experience 128

Customer Experience Contact Center APIs contact center solutions 128

Playvox

MARCH 19, 2024

From eliminating manual, repetitive tasks for agents to leveraging natural language processing (NLP) and AI with chatbots and phone support, contact center AI provides numerous opportunities to transform CX — and the bottom line. What Is Contact Center AI? But it goes beyond enabling automation.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

MARCH 5, 2024

Here are the trends: AI-Powered Self-Service Support According to a recent Gartner survey , thirty-eight percent of Gen Z and millennial customers say they are likely to give up on a customer service issue if they can’t resolve it with self-service. Provide a better agent, analyst, and customer experience.

Quality management 78

Quality management Management Contact Center Coaching 78

Balto

DECEMBER 5, 2022

Benefits of using Healthcare Contact Center Software in the Medical Industry. All medical businesses dream of improving their patient experience by offering personalized services and faster support. Luckily, software for call centers allows healthcare customers to achieve both of these.

call center software 52

call center software Healthcare Call Center Contact center software 52

NobelBiz

OCTOBER 17, 2023

Our contact center software solution cost-effective, attracts top talent, and boosts customer service while allowing agents to work comfortably from home. The call center’s existing tech infrastructure doesn’t support regional data storage, putting them at risk of non-compliance.

Call Center 59

Call Center Management Contact Center Analytics 59

NobelBiz

JANUARY 3, 2024

This article delves into these trends, offering insights and strategies for outbound call centers to stay ahead in an increasingly competitive environment. Hosted by Carl Stuerke, a seasoned Contact Center Software Consultant, alongside industry experts Michael McGuire and Brad Butler, boasting 30 years of combined experience.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105

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? Unsure of how to ease into AI and automation in your contact center?

Quality management 52

Quality management Coaching Contact Center Calibration 52

JustCall

MARCH 29, 2022

Contact center software , with the right capabilities, automates the process of managing customer service or sales calls. These solutions provide automated sales tools for sales reps to help them handle customer calls and requests. All you need is a few minutes to record your personalized voicemail.

Sales 52

Sales Interactive Voice Response Contact center software CRM 52

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

JustCall

MARCH 10, 2023

IVR for customer self-service A complete business phone system for expediting customer service Conversation intelligence backed by AI Call recording, forwarding, predictive dialing Call whispering, call queues International phone numbers Bulk campaigns and actions 2. CCaaS, UCaaS or VoIP? Frequently Asked Questions 1.

voip 40

voip APIs contact center solutions Contact Center 40

JustCall

JULY 20, 2022

Vonage offers a unified communications solution, which is ideal for businesses looking to scale. You can also leverage its cloud contact center solution, which supports features such as mobility, positive customer experience, collaboration, and flexibility. Vonage offers three contact center plans: Mobile: $19.99

voip 10

voip Interactive Voice Response Enterprise APIs 10

NICE inContact

NOVEMBER 8, 2019

Job one: Delight customers with immediate resolution because you can meet them in their channels of choice with faster service that’s always personalized with the CRM customer information right at hand. Building customer loyalty and advocacy are a must have in today’s competitive customer experience economy.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10