Playvox

APRIL 4, 2023

Signs of contact center burnout to look for include new or increased: Irritability or cynicism Disengagement Isolation from colleagues Absenteeism Decreased productivity or performance These signs should be addressed immediately when you notice them. Unhappy agents leave your organization, creating costly attrition issues.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

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

JULY 7, 2020

With easy access, they can be geographically deployed, facilitating the delivery of “follow the sun” customer support. As previously noted, people have become very adept at dealing with online support as their first point of contact…and most prefer it. Protect Your Experts with Call Recording and Quality Management.

Self service 52

Self service Contact Center CRM Quality management 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. Transformation.

Feedback 105

Feedback Technology Customer Experience Customer Service 105

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

JUNE 24, 2021

By leveraging advanced technologies, organizations can successfully meet customers’ ever-changing needs while preparing for the future, simultaneously improving their customer’s experience (CX) with industry-leading e? Video’s rapid adoption within the consumer market has transformed realities.

Contact Center 69

Contact Center Customer centricity Technology Customer Experience 69

Enghouse Interactive

JULY 29, 2021

With the latest technology, recordings are processed in real-time and are time-stamped, codified, and indexed to simplify future analysis or retrieval.

Scripts 96

Scripts Contact Center Benchmark CRM 96

Enghouse Interactive

SEPTEMBER 1, 2020

The new documentation then helps ensure that the next time the same issue arises, it will be easily resolved at the first point of contact, eliminating the need for agent escalation. Proper categorization, indexation and cross-referencing of all documentation can help deflect over 60% of customer support inquiries.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

OCTOBER 21, 2020

Training is key – to facilitate change and to make the agents comfortable with the new technologies. Augmented conversations – aided by Artificial Intelligence – will be the new normal. Agents will become more capable when using AI and should be comfortable doing so.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Playvox

MAY 2, 2023

The cloud contact center provider handles the servers and software involved in delivering an excellent customer experience. Cloud contact center solutions, like workforce engagement management, take your move to the cloud to the next level.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

Enghouse Interactive

OCTOBER 27, 2021

Your Biggest Contact Center Challenge? Figuring Out What Customers Are Telling You. Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome. From digital natives to boomers.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Enghouse Interactive

JUNE 9, 2021

According to Accenture (1) , 75% of customers have identified that they are more likely to engage with organizations that: address them by name, uses insight from their purchase history to better engage with them, and provides product or service recommendations reflective of their purchase history. . What to do? .

Contact Center 97

Contact Center Self service Chatbots CRM 97

Enghouse Interactive

JULY 7, 2021

Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy.

Scripts 52

Scripts Coaching Contact Center Call Center 52

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). And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Enghouse Interactive

OCTOBER 13, 2020

Understanding Why Transforms the Customer Experience. AI Makes It Possible (Blog Series).

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

MAY 27, 2021

According to Accenture (1) , 75% of customers have identified that they are more likely to engage with organizations that: address them by name, uses insight from their purchase history to better engage with them, and provides product or service recommendations reflective of their purchase history. . What to do? .

Contact Center 52

Contact Center Self service Chatbots CRM 52

Playvox

OCTOBER 12, 2022

Give space to succeed, and your remote contact center—and customers—will benefit. Virtual classroom sessions are helpful for remote contact center teams and efficient for your organization. Consistency is key for effectively training remote customer support agents, and a virtual classroom is a smart tactic.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Upstream Works

JANUARY 25, 2022

In the long run, striving to create happy customers can solve a lot of inherent inefficiencies and future-proof your organization. While it’s true that CX innovation requires keeping up with emerging channels and technologies, digital transformation doesn’t mean you have to rip and replace your existing infrastructure.

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience 72

Customer Experience contact center solutions Morale Self service 72

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

Enghouse Interactive

OCTOBER 27, 2021

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contact center solutions 52

contact center solutions Self service Quality management Interactive Voice Response 52

Enghouse Interactive

SEPTEMBER 20, 2021

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contact center solutions 52

contact center solutions Self service Quality management Education 52

Hodusoft

NOVEMBER 29, 2022

But after the introduction of the technology, customer service agents can handle customer interactions via a wide range of channels including phone calls, text messages, emails, live chats, and social media. That transformed call centers into contact centers.

Contact center software 40

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

Enghouse Interactive

SEPTEMBER 3, 2021

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contact center solutions 42

contact center solutions Self service Quality management APIs 42

Talkdesk

MAY 6, 2020

But business agility and innovation to compete and win on customer experience are severely hindered by the typical contact center technology stack today. The Frankenstein World of Contact Center Technology The typical contact center is an amalgamation of disparate and mostly siloed technologies.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

Enghouse Interactive

SEPTEMBER 20, 2021

Contact Center Solutions. ISO27001 Certification guarantees that our cloud-based customer data privacy is assured. See for yourself how EnghouseUC can be quickly and easily integrated with your contact center to deliver the communications and collaboration capabilities you need to enhance your Customer Experience (CX).

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

Playvox

JUNE 22, 2023

KPIs or call center metrics vary from organization to organization, and different areas of the business require their own sets of KPIs or measurements. As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Enghouse Interactive

SEPTEMBER 3, 2021

Contact Center Solutions. Single-Sourced. Always Available. Unified Communications. 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. Because your organization needs to.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

Enghouse Interactive

FEBRUARY 18, 2021

Artificial Intelligence (AI), Unified Communications (UC or UCaaS), and Video have become so pervasive in all aspects of our daily lives, it’s almost surprising that we still need to talk about the need for and advantages of using these technologies in order to meet your customers’ needs…and hopefully exceed their expectations.

Contact Center 56

Contact Center Analytics Self service Finance 56

JustCall

APRIL 5, 2023

Top Features of Five9 Skills-based routing – Customer calls are assigned to agents with the right skills to address their needs using routing rules. Speech-enabled IVR – IVR technology allows customers to interact with an automated system with recorded messages to access information.

voip 52

voip Interactive Voice Response APIs Contact Center 52

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

Enghouse Interactive

JULY 27, 2020

Transform the Contact Center with Microsoft Teams (blog Series). Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. Blog #3 Seeing is Believing!

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Enghouse Interactive

SEPTEMBER 10, 2020

They do so by leveraging highly flexible and agile technologies from the start – such as combining Proactive Outbound Engagement with as many Self-Service capabilities as possible.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series).

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80