Serenova

JANUARY 7, 2020

If you’re familiar with Serenova, you know we talk (and write) often about the power of technology. Time and time again, we’ve seen, firsthand, how our technology solutions fuel growth by transforming the customer experience. Transformational technology is in our DNA. Serenova’s roots are in the contact center.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

Playvox

MAY 2, 2023

But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. Moving to a cloud contact center and workforce engagement solution means shifting your data, software, and hardware used to provide customer service from on-premises solutions to a cloud-based infrastructure.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

Enghouse Interactive

MAY 7, 2021

Design the customer experience from the outside in keeping in mind that comprehensive customer input is imperative in order to establish the needs and priorities, maximize strengths, and eliminate weaknesses. But as noted, customer expectations will only continue to increase. Accenture/Technology Vision 2021.

Customer centricity 87

Customer centricity Technology Contact Center Best practices 87

Playvox

NOVEMBER 4, 2021

There’s no hiding the fact that technology has impacted our daily lives. For businesses of all sizes, technology has also changed contact centers from an internal and customer-facing perspective. Contact center technology has evolved to enable more on-demand capabilities and scale, thanks to the cloud.

Contact Center 52

Contact Center Technology Contact center software contact center solutions 52

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Talkdesk

JUNE 5, 2019

As the leading provider and developer of on-demand shared ride technology, Via experienced significant growth and needed a flexible contact center solution to support its customer service operations.

Transportation 46

Transportation Customer Service contact center solutions Contact Center 46

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. What Is A Quality Management Program?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Playvox

SEPTEMBER 20, 2023

But how do AI and automation technologies actually help make your contact center more efficient? Here’s the truth: They’re best used to eliminate time-consuming, repetitive tasks that don’t directly affect customer service. Automated quality management helps quality analysts be more efficient in their work.

Quality management 52

Quality management Coaching Contact Center Calibration 52

Playvox

MAY 4, 2023

It’s simple: fantastic customer service. It’s no secret that stellar customer service is the first step to customer loyalty, but you’re not dealing with a couple of people meandering through a fruit store. What Is A Digital Contact Center? He always remembered me, even if he never knew my name.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

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. While many companies begin by deploying these solutions, this is only the beginning of the journey when it comes to employee engagement strategies.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Playvox

JANUARY 30, 2024

Examples of Gamification in the Workplace While not a new concept, brand-name and small companies alike use gamification in the workplace to engage and motivate customers, prospects, sales teams, developers, and contact center agents. A good quality management program should help empower agents — not just supervise them.

Gamification 79

Gamification Contact Center Coaching Quality management 79

8x8

DECEMBER 3, 2018

In fact, it’s rare for a company to sell something that is so unique that customers are willing to ignore their desire for good customer service. To highlight an example of a company that understands the importance of customer service as a real business differentiator, let’s look at Lenox Corporation.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Enghouse Interactive

SEPTEMBER 20, 2021

Contact Center Solutions. Delivered from the cloud “as a Service”… enables you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security possible. ISO27001 Certification guarantees that our cloud-based customer data privacy is assured.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

Serenova

MAY 29, 2020

Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. You’ll improve customer experience metrics like average handle time and first call resolution. Smart Quality Management. Metrics Focused on Customer Experience. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

DMG Consulting

MAY 8, 2023

Workforce management, interaction analytics, analytics-enabled quality management, surveying, coaching, customer journey analytics, and more are either built on AI technology or depend on it to provide increasingly useful and actionable findings and intelligence for users.

Management 62

Management Enterprise Analytics Contact Center 62

Playvox

JUNE 28, 2022

Meeting these escalating customer expectations while simultaneously keeping employees satisfied and containing operating costs can be intimidating. The key to a smooth omnichannel journey is to adopt the right strategy and the latest technologies — those designed with digital business in mind both for your customers and for your employees.

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

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. Ensuring Post-Migration Success.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Talkdesk

NOVEMBER 25, 2020

There will be a rise in customer interactions throughout the entire buyer’s cycle. To meet the demand, businesses will need to scale their technology and their people. Here are three tips on how to scale your contact center for the seasonal rush. But how can they do it?

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

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

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Playvox

MARCH 12, 2023

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. In turn, this can cause less than optimal customer satisfaction scores.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Calabrio

MARCH 2, 2020

With Twilio Flex, the programmable contact center platform, businesses get complete control to build the exact contact center solution they need to fit their needs. When we say “programmable,” the customer can customize Twilio Flex to build the contact center solution they need.

Contact Center 71

Contact Center contact center solutions Airlines Quality management 71

Enghouse Interactive

SEPTEMBER 3, 2021

Contact Center Solutions. Delivered from the cloud “as a Service”…enabling you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security possible. Single-Sourced. Always Available. Unified Communications. Because your organization needs to.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

Playvox

APRIL 4, 2023

Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Aspect

JULY 15, 2020

Some organizations even resorted to agents using their personal cell phones as tools of customer service. Service suffered, but many organizations found that sending agents home could not only work , but in fact, work quite well. . Contact center employe r s need to have the technology tools to make employees fully mobile.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

NobelBiz

FEBRUARY 22, 2023

However, it is not a walk in the park to integrate remote work in contact centers. What does this entail in terms of practice, technology, and organizational structure? What steps should you take to ensure that teleworking does not have a detrimental influence on the efficiency, quality, and performance of your Contact Center?

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

However, it is not a walk in the park to integrate remote work in contact centers. What does this entail in terms of practice, technology, and organizational structure? What steps should you take to ensure that teleworking does not have a detrimental influence on the efficiency, quality, and performance of your Contact Center?

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

DMG Consulting

MAY 6, 2022

The future of contact center technology is in the cloud. Vendors that offer both on-premises and cloud-based solutions are delivering first to the cloud and, in some cases, begrudgingly retrofitting enhancements to their increasingly technologically outdated premises-based models.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

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

Enghouse Interactive

JUNE 11, 2021

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.

Feedback 105

Feedback Technology Customer Experience Customer Service 105

NobelBiz

APRIL 5, 2022

The customer experience can make or break your business, so it’s important to understand the factors that make a great customer service representative and a great contact center. However, managing a contact center doesn’t come without its challenges and risks. To put it another way?

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

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. This requires the right people, processes, and technologies.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

NobelBiz

AUGUST 3, 2021

In order to find the accurate answer to these questions, business owners and managers must go beyond guesses and instinct and rely on scientific, clear, and quantitative facts. However, the larger the contact centers, the less management appears to support this strategy which is a mistake.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Enghouse Interactive

JANUARY 13, 2021

With more advanced technologies being introduced across all industries – seemingly on a daily basis – businesses are trying to determine what will be the best approach for them to improve their organization, to better interface with and satisfy their customers – as cost-effectively and efficiently as possible.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

APRIL 13, 2021

By focusing on the customer experience…and delivering it with agile, flexible, and adaptive technologies and processes. The Amazon Flywheel (1) illustrates this process flow, where the customer experience (CX) is the starting point, and the beneficiary of all the other actions or outcomes. How to Get To the Right Solution?

Contact Center 91

Contact Center Morale Technology Self service 91