contact center solutions, Interactive Voice Response, Quality management and Technology

Call Center optimization: Tools and best practices to increase performance

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Curtail Operational Expenses : Cost-effectiveness is crucial.

Best practices

Best practices Call Center Interactive Voice Response First call resolution

Call Center Quality Management: A Comprehensive Guide to Improving Customer Satisfaction and Agent Performance

NobelBiz

APRIL 3, 2023

Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services.

Quality management

Quality management Call Center Management Calibration

5 Applications to Boost Contact Center Performance in a Tough Economy

DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively.

Contact Center

Contact Center Interactive Voice Response Gamification Quality management

2020 Contact Center Investment Priorities

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

Omni-channel support Contact Center Interactive Voice Response Self service

9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

MAY 29, 2020

According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. One solution is to leverage your interactive voice response (IVR) system to get callers’ phone numbers and use a virtual hold system to call back.

Best practices

Best practices Contact Center Interactive Voice Response Average Handle Time

9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

MAY 29, 2020

According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. One solution is to leverage your interactive voice response (IVR) system to get callers’ phone numbers and use a virtual hold system to call back.

Best practices

Best practices Contact Center Interactive Voice Response Average Handle Time

Contact Center Leaders and Technology Experts Talk Challenges and Solutions for Better CX

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

Contact Center Technology Interactive Voice Response Gamification

EnghouseUC

Enghouse Interactive

SEPTEMBER 20, 2021

Contact Center Solutions. In addition, numerous recently launched (or enhanced) Enghouse applications can be combined to create a comprehensive, high-performance, single-source solution including AI Insights, SmartQuality, Call Recording and Quality Management Suite (QMS), Analytics. Single-Sourced.

contact center solutions

contact center solutions Contact Center Call flow Quality management

Is Your Organization Ready for the Top Contact Center Trends of 2022?

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

Contact Center CRM Entertainment Virtual Agent

The Future of Customer Experience Begins Now

Cisco - Contact Center

DECEMBER 17, 2020

With the new Webex Contact Center, we’ve integrated Webex Experience Management post-call surveys which can be sent to customers via text, email, or IVR so you can get immediate feedback about their experience. All-Star Acceleration – Experts Look at What’s Next for Contact Center Technology.

Customer Experience

Customer Experience Contact Center APIs Analytics

Contact Center Performance: How To Turn Operations Around When Things Are Going Bad?

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

Contact Center Interactive Voice Response Coaching Construction

Unified Communications

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

contact center solutions Contact Center Call flow Enterprise

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report

DMG Consulting

MAY 25, 2018

This inaugural knowledge management (KM) report covers all aspects of this resurgent IT sector, which is attracting a great deal of interest because of the digital transformation and growing interest in incorporating artificial intelligence (AI) functionality into contact center solutions. million in 2016 to$1,655.3

contact center workforce

contact center workforce Consulting Consulting Contact Center

Top 9 Talkdesk Alternatives & Competitors in 2023

JustCall

APRIL 5, 2023

Top Features of JustCall Call queues – Route calls to the right agent using IVR, skill-based routing, and caller information to ensure customers reach the right agent and are not kept waiting. Speech-enabled IVR – IVR technology allows customers to interact with an automated system with recorded messages to access information.

voip

voip Interactive Voice Response APIs Contact Center

KPIs for call centers: 8 critical metrics to track

Global Response

MARCH 1, 2022

An important advanced call center KPIs involves the quality of an agent’s assistance and etiquette during a call. The more quality factors present in a call, the higher the score will be—and the more satisfied customers will be with their service.

Call Center

Call Center Metrics Average Handle Time Abandon rate

Better Together (Blog#3)

Enghouse Interactive

FEBRUARY 9, 2021

of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. now) provides the customer with the ability to resolve their own issues (generally 40% prefer this approach) using a combination of IVR, chatbots, smart routing and knowledge bases. planned, 46.5%

Self service

Self service Contact Center Chatbots Average Handle Time

How to Measure the Return On Investment (ROI) of Your Contact Center Solution?

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

contact center solutions Contact Center voip call center software

Super-Agents Are Real (Blog #2)

Enghouse Interactive

OCTOBER 13, 2020

They need to aggregate data from across the complete spectrum of CX activities, from online with context-aware assistance, to chat and messaging solutions using chatbots and live agents, to voice with intelligent IVR, and email with linguistic routing and intelligent auto-response and finally to analytics with AI insights.

Scripts

Scripts Interactive Voice Response Analytics Contact Center

Super-Agents Are Real (Blog #1)

Enghouse Interactive

SEPTEMBER 29, 2020

By using professionally recorded messaging with your organization’s IVRs, optimizing your chatbots, and providing unobtrusive ID Authentication systems, along with the integration of your CRM system, you will be able to capture, record and assess what, why and how they have engaged with you.

Interactive Voice Response

Interactive Voice Response Chatbots Self service Enterprise

CCaaS – The Bridge to Digital Customer Engagement

Enghouse Interactive

APRIL 13, 2021

By focusing on the customer experience…and delivering it with agile, flexible, and adaptive technologies and processes. That is until they deal with an organization that’s holding on to their hardware-based contact center which typically only offers voice communications… maybe also fax and/or email…but little else.

Contact Center

Contact Center Morale Technology Self service

AI – Delivers The Benefits of a Complete Picture

Enghouse Interactive

JUNE 11, 2021

To complicate matters further, customer expectations evolve as quickly as new technologies are introduced. Customers demand lightning-fast responsiveness, flexibility in customer service process and policies, and reassurances from the organizations they deal with – to maintain their loyalty. Transformation. And New Realities.

Feedback

Feedback Technology Customer Experience Customer Service

Trends and Realities of Successful Organizations (Blog #1)

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. New approach?

Contact Center

Contact Center Scripts Cloud contact Technology

Mitigate Agent, Customer, Operational and Regulatory Risk

Enghouse Interactive

JULY 29, 2021

Contextual information can also be gathered so that there is a clear understanding of the complete interaction and exactly how the conversation progressed – the impartial recording/assessment of the situation will enable the organization to quickly address any issue(s) as objectively as possible.

Scripts

Scripts Contact Center Benchmark CRM

Key Learnings from the Metrigy Webinar (Blog #4)

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

Contact Center Analytics Self service Finance

Abandon the Status Quo Now Microsoft Teams Blog #2

Enghouse Interactive

JULY 7, 2020

Studies have shown that the use of Knowledge Base typically reduces support costs by $1-3 Million for organizations with 500+ seat contact centers, while also helping to improve Customer Satisfaction and NPS scores. Protect Your Experts with Call Recording and Quality Management.

Self service

Self service Contact Center CRM Quality management

Contact Center AI: How It Can Transform Your CX

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

Contact Center Quality management Interactive Voice Response Coaching

Super-Agents Are Real (Blog #4)

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

Self service Contact Center Benchmark Chatbots

Modernize Call Center with Contact Center as a Service (Ccaas)

Dialer 360

OCTOBER 12, 2018

It allows companies to utilize a call center provider’s software. Model of CCaaS also provides business to purchase only technology that they need. This is an ideal option for several call centers, offering scalability as operational needs change. Providing the flexibility to pay for only technology need, investment of low cost.

Call Center

Call Center Contact Center Cloud contact Abandon Call

How to Understand Your Customers To Better Engage with Them

Enghouse Interactive

OCTOBER 27, 2021

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

Upselling

Upselling Contact Center Analytics Surveys

Empower Customers With Self–Service Blog #3

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

Self service Abandon rate Contact Center First call resolution

Empower Customers With Self-Service Blog #2

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Self service

Self service Contact Center Chatbots First call resolution

First-Party Data is Generated by your Contact Center

Enghouse Interactive

JUNE 9, 2021

Today’s Privacy Regulations and Data Deprecation Requirements Diminish your Data Collection and Use Options. What to do? .

Contact Center

Contact Center Self service Chatbots CRM

Top 10 Contact Center Software for 2022-2023

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

Contact center software Contact Center Interactive Voice Response contact center solutions

AI-Enabled Agent Assessment

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

Scripts Coaching Contact Center Call Center

Top 10 Risk Factors For Contact Centers And How To Tackle Them

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. And here are the 10 biggest call center factors risks.

Contact Center

Contact Center Interactive Voice Response First call resolution Call Center

Delivering Better Customer Experiences (CX)

Enghouse Interactive

OCTOBER 12, 2021

Focus on Speed, Empathy, Convenience.

Customer Experience

Customer Experience Self service Banking Employee engagement

The First-Party Data Provided by your Contact Center

Enghouse Interactive

MAY 27, 2021

Today’s Privacy Regulations and Data Deprecation Requirements Diminish your Data Collection and Use Options. What to do? .

Contact Center

Contact Center Self service Chatbots CRM

Abandon The Status Quo Now: Microsoft Teams Blog #3

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

Contact Center Education First call resolution Cloud contact

A Game Plan for FSI’s and Credit Unions (Blog Series)

Enghouse Interactive

MAY 2, 2022

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contact center solutions

contact center solutions Self service Quality management Interactive Voice Response

A Game Plan for FSI’s and Credit Unions (Blog Series)

Enghouse Interactive

MARCH 23, 2022

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contact center solutions

contact center solutions Self service Quality management Interactive Voice Response

A Game Plan for FSI’s and Credit Unions

Enghouse Interactive

FEBRUARY 25, 2022

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contact center solutions

contact center solutions Self service Quality management Interactive Voice Response

3 tips on how to scale your contact center for the seasonal rush

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. This includes IVR, omnichannel, self-service and outbound.

Contact Center

Contact Center Business Process Outsourcing outsourcing Self service