Cisco - Contact Center

JUNE 13, 2019

When these applications aren’t integrated with your contact center, it can create slow, disconnected, and frustrating experiences for your agents – trickling down to your customers. As such, you can expect to see more API, connector, and integration related announcements as we continue to develop the Webex Contact Center platform.

Contact Center 86

Contact Center APIs contact center solutions CRM 86

Playvox

OCTOBER 12, 2022

Optimize with Technology. Video conferencing may be the single most important tool for managing remote contact center agents. According to respondents in the Playvox research, video conferencing software like Zoom is the most popular technology used to support remote workforces (54%). Manage with a Learner’s Heart.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Playvox

JUNE 6, 2023

The benefits of implementing contact center software such as Playvox WFM are well established–improved customer experience (CX), increased agent productivity, gained efficiencies, and reduced costs. Invest in technology to bridge the gap between CX and EX (employee experience).

Contact Center 66

Contact Center Finance contact center solutions Contact center software 66

CSM Magazine

AUGUST 6, 2021

IT infrastructure, quantity of IT personnel, the amount of money a firm is prepared to invest, and industry norms must all be considered when determining the best technological solution. On-premise solutions necessitate large initial expenditures. Ownership expenses vary greatly.

Cloud contact 59

Cloud contact Contact Center contact center solutions Metrics 59

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Monet Software

MARCH 26, 2020

We created an eBook, “4 Questions to Answer for a Successful Cloud Move,” which addresses the following four questions we consistently see: What data do I migrate to the cloud? Download the eBook for more questions you need to answer for a successful cloud move. Not all parts of your contact center solutions need to be outsourced.

Coaching 71

Coaching outsourcing Strategic Value Enterprise 71

NobelBiz

FEBRUARY 21, 2022

A company may have to change its technical solution for many reasons, including the need for more advanced and customizable features. Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years.

Contact center software 52

Contact center software Contact Center contact center solutions Cloud contact 52

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. It’s a win-win.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

Playvox

JULY 14, 2023

Ways to Measure Contact Center Agent Productivity Measuring productivity in the call center can be complex. If you have the right contact center solutions that provide real-time and historical data for the most important call center productivity metrics, it’s a lot easier.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

Talkdesk

DECEMBER 30, 2020

From this acceptance, we have seen a steady shift away from on-premises solutions to cloud adoption, but confinement measures caused a massive acceleration of investment in technology, transforming the contact center landscape at a faster pace than any chief digital transformation officer ever could.

Contact Center 83

Contact Center contact center solutions Cloud contact Enterprise 83

Cisco - Contact Center

JUNE 13, 2019

When these applications aren’t integrated with your contact center, it can create slow, disconnected, and frustrating experiences for your agents – trickling down to your customers. As such, you can expect to see more API, connector, and integration related announcements as we continue to develop the Webex Contact Center platform.

Contact Center 40

Contact Center APIs contact center solutions CRM 40

Noble Systems

JUNE 2, 2020

For many companies, the role of the contact center in keeping clients happy is increasing, and improving operational efficiency and performance are key goals for contact centers. Read our ebook: Buyer’s Guide To Contact Center Technology. Each has its advantages. Want to Learn More?

Call Center 80

Call Center Management Contact Center First call resolution 80

Playvox

FEBRUARY 13, 2023

Increasing revenue, capturing customer loyalty, and building the ROI of your contact center technology investments are all examples of long-term strategies you should be working toward. But your service center can’t afford to tip the scales in the other direction. of revenue.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Fonolo

AUGUST 28, 2018

Avaya is represented indirectly since its technology powers companies like Teletech and West. Vertical markets in the sample base included: retail banking, insurance, health care, government, retail/e-commerce, technology, travel/hospitality/leisure, telco, born-digital, and utilities. Our favorite chart: Contact Center 2.0,

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

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. This same company uses a game-like app with rewards to encourage employees to save on travel expenses.

Gamification 79

Gamification Contact Center Coaching Quality management 79

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.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Cisco - Contact Center

JANUARY 8, 2020

These are just a few of the many benefits that cloud technology brings to a business including flexibility, security, capex versus opex, IT efficiencies, and access to innovative technologies that are only available in the cloud. Join our webinar today, and read our eBook to learn more about the latest cloud contact center innovations.

Best practices 61

Best practices Contact Center Cloud contact Enterprise 61

Aspect

JANUARY 15, 2018

SMS improves the customer experience by providing a seamless retail journey that allows customers to browse, shop and place orders using familiar technology they use every day. Download the eBook here. If only there was a better way. Actually, there is. There is no doubt I would place my order right then.

Customer Experience 54

Customer Experience Surveys Marketing Technology 54

Enghouse Interactive

OCTOBER 27, 2021

Download our Artificial Intelligence eBook Listen. Once that insight has been extracted, validated, and refined (remember, speed is important here as customer expectations change quickly) it must be acted on when it matters most… when the customer expects it to be. Therefore, organizations must act with clear objectives and commitment.

Upselling 83

Upselling Contact Center Analytics Surveys 83

NobelBiz

MAY 24, 2021

Enterprises in both are more proficient and accomplished in implementing software-based contact center solutions. However, cloud solutions are far easier to implement than on-premise solutions and have a shorter timeline to reap the benefits of cloud-based telephony. What are the types of call center technologies?

Cloud contact 52

Cloud contact Contact Center call center software SaaS 52

airespring

FEBRUARY 24, 2016

If you work in a call center, then you already know having a feature-rich contact center solution is important. With all the contact center solutions out there—and all the features available—there is a LOT of terminology and jargon thrown around. This week, we start with outbound dialing technology.

Cloud contact 54

Cloud contact Contact Center contact center solutions Call Center 54

Serenova

APRIL 9, 2019

One of the biggest differences between Baby Boomers/Gen X and Millennials/Gen Z is technology. Baby Boomers and Gen X had to learn today’s technologies as adults. Consequently, contact center solutions that implement gamification challenges that allow agents to track their goals and performance work well with this group.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40

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

Playvox

JANUARY 11, 2024

Contact center leaders know that carefully laid out schedules quickly can go awry on any given day. Automated call center WFM technology allows you to flex on a dime throughout the day to be properly staffed and make sure service level goals are met no matter what the disruptions.

Call Center 52

Call Center Schedule adherence call center workforce Management 52