Serenova

MAY 29, 2020

As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Smart Quality Management. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

MARCH 10, 2020

At this pivotal moment, when contact centers are the frontline, we believe video is the next customer experience game-changer. We believe integrating video into a cloud contact center solution is the first and best way to leverage this opportunity right now. This merger is about more than technology.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Serenova

NOVEMBER 19, 2019

Delivering on Our Promise to Continually Innovate and Rise to Meet Market Needs. We’ve seen a consistently growing need for a combined CCaaS and workforce optimization solution set. ProScheduler, the flagship WFM solution from Loxysoft, is a user-friendly solution with forecasting, scheduler optimization and reporting systems built in.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

Playvox

MARCH 5, 2024

How do contact centers not only survive but thrive in this new era? And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? In response to these trends and preferences, contact center leaders are retooling and streamlining quality management processes, leveraging AI along the way.

Quality management 78

Quality management Management Contact Center Coaching 78

Playvox

APRIL 21, 2023

Related Article: 5 Must-Haves for Growing Companies Looking to Create an Omnichannel Support Center Evolving Roles In The Contact Center In a digital customer service center, workforce managers, quality management analysts, and even CX leaders will find that their roles are changing — for the better.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Serenova

MAY 29, 2020

As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Enghouse Interactive

JUNE 25, 2019

If you’re not already aware, Enghouse Interactive offers the industry’s broadest range of contact center solutions. One of the guiding principles that Enghouse has adhered to over the years: focus on meeting customer needs and expectations , exactly as the customer defines them. VISIT US AT BOOTH #723 TO SEE OUR DEMO .

Contact Center 40

Contact Center Customer centricity contact center solutions Quality management 40

Playvox

MARCH 12, 2023

Regularly reviewing and refining response times can help ensure that your team is meeting customer expectations. Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents. Ready to learn more about how you can improve the efficiency of your contact center?

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Monet Software

OCTOBER 22, 2018

This makes it easier to update customer profiles, compose emails and schedule meetings by talking to a mobile device. At Monet we are constantly reviewing the UI aspect of our contact center solutions, to make sure they provide a user-friendly experience and allow managers and agents to efficiently complete their daily tasks.

contact center solutions 48

contact center solutions Contact Center Quality management Feedback 48

Tethr

NOVEMBER 15, 2021

That said, finding a good contact center reporting and analytics tool can be hard. Many providers make big promises that aren’t founded on solid data , and others struggle to meet even the most basic hurdles for a contact center analytics tool. Never fear! We’ve done some of the legwork for you.

Contact Center 100

Contact Center Analytics Marketing First call resolution 100

DMG Consulting

DECEMBER 10, 2018

And the fact that these customized contact center solutions can be built quickly using standard development languages is a game-changer. Some of the vendors who have traditionally been “solution providers” are now starting to position their offerings as both a product and a platform.

Contact Center 75

Contact Center contact center solutions CRM Enterprise 75

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.

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

NobelBiz

MARCH 23, 2022

In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. How to determine the ROI for a Contact Center Solution? How to determine the ROI for a Contact Center Solution?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Playvox

APRIL 4, 2023

That’s why, when managers see an employee struggling to deliver the right customer experience, they should take an empathetic approach to discover what might be wrong under the surface. Recall that according to Gartner, disengaged agents make interactions harder for the customer, which is likely to show up as longer handle times.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Xaqt

JANUARY 15, 2021

Please contact Chris Crosby at chris@xaqt.com for questions or further commentary. Xaqt Deploys AI-Based COVID Vaccination Solution Summary On December 22, 2020, Xaqt, of Chicago, IL, launched a contact center solution specifically designed to meet the unique requirements of the COVID-19 vaccine distribution program.

Virtual Agent 40

Virtual Agent Government Contact Center Chatbots 40

Playvox

JANUARY 13, 2022

This will impact how businesses train, design career paths, structure meetings, and more. Contact Center Technology Solutions for Improving the Employee Experience. The right solutions can help organizations successfully adapt to new and existing contact center trends. Getting Technology Right.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Playvox

SEPTEMBER 7, 2021

At Playvox, we prioritize what matters most to our customers — just like you do in your contact center! From quality management to workforce management , we strive to put not only the best, but also the most efficient and effective product on the market. Best Meets Requirements. Best Relationship.

Contact Center 52

Contact Center Morale Quality management Employee engagement 52

Global Response

MARCH 18, 2022

Quality Assurance measures the quality of an agent’s assistance and etiquette during a call. In order to measure this, you’ll need to develop a checklist of factors that will comprise your quality assurance measurement, and then have a quality management team or quality assurance manager listen to recorded calls to assess the quality.

Call Center 71

Call Center Customer Experience Abandon rate Average Handle Time 71

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 52

Self service Contact Center CRM Quality management 52

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 48

contact center workforce Consulting Consulting Contact Center 48

Enghouse Interactive

JUNE 11, 2021

To do so, organizations must quickly assess situations as they arise, anticipating emerging needs while also meeting current expectations. In today’s business environment, organizations must adjust to rapidly evolving realities, quicker than ever before. The Upside? Transformation. And New Realities.

Feedback 105

Feedback Technology Customer Experience Customer Service 105

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

DMG Consulting

MAY 6, 2022

THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. View this article on the publisher’s website.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

Enghouse Interactive

OCTOBER 27, 2021

Organizations are increasingly revisiting their operational investments with a focus on improving the customer experience (CX), hoping to minimize churn, grow revenue, and better position upsell and cross-sell initiatives while resolving specific customer issues, and meeting emerging needs. It’s the Approach that Matters.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Playvox

FEBRUARY 2, 2022

It also becomes harder to meet service levels and customer experience goals measured by metrics such as first contact resolution, customer satisfaction, and customer effort score. You do this by implementing a full quality management program that ties together QA, coaching, and motivation. Preventing Agent Burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

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?ciency. Video’s rapid adoption within the consumer market has transformed realities.

Contact Center 69

Contact Center Customer centricity Technology Customer Experience 69

Enghouse Interactive

SEPTEMBER 1, 2020

This results in other positive impacts on down-stream service processes, helping organizations more easily meet ever-changing customer expectations: Agent Availability increased to 100% as there is always a way to provide services to the customer via automated capabilities.

Self service 79

Self service Contact Center Chatbots First call resolution 79

NobelBiz

AUGUST 3, 2021

Improving the effectiveness of debriefings Conflicting calls, routine, pressure from managers to meet high targets and standards, and frustration when the situation is out of scope… are all compounding sources of stress for your agents. This is where solutions that make use of the cloud’s capabilities shine.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Enghouse Interactive

JULY 7, 2021

These ratios haven’t changed all that much but, as a result of the Covid-19 pandemic, most contact centers rapidly transitioned to remote agents to provide services when customers needed them the most. But unfortunately, agent supervision and quality assurance capabilities have not evolved to meet these new realities.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Enghouse Interactive

JANUARY 13, 2021

Lots of companies are exploring how to use Artificial Intelligence (AI), Microsoft Teams, Unified Communications (UC), and Video to meet the ever-increasing expectations of their customers, and by extension, how better to engage with their partners, suppliers, and even their own internal people.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

FEBRUARY 9, 2021

By leveraging advanced technologies, organizations can successfully meet the ever-changing needs of customers while preparing for the future… simultaneously improving their customer’s experience with industry-leading efficiency. Key Actionable Insights from the Webinar . .

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Enghouse Interactive

APRIL 16, 2020

Establish an Offsite Meeting Location – Physical or Virtual. All businesses run best when people can regularly meet face to face – your company was built on those interpersonal relationships. The type of business you run may dictate the need for another physical location and you may have enough meeting space for all your needs.

Healthcare 41

Healthcare Contact Center Sales contact center solutions 41

Enghouse Interactive

MAY 25, 2020

If you have recurring meetings, frequently change codes. When covering sensitive topics… like at UK Cabinet meetings, only use 1-time access or PIN codes. Lock the meeting once it has started and all requisite attendees are online; make it a policy to block out any late joiners. Always validate participant names.

Healthcare 40

Healthcare Best practices Government Enterprise 40

Enghouse Interactive

OCTOBER 19, 2020

In summary, viewing the customer journey holistically ensures that the organization can better understand what meets the customer’s expectations and most importantly, what isn’t, enabling the organization to better align their entire enterprise to deliver value to both customers and the business. . Using fully aggregated data. .

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

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. How to reduce call center average handle time.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Playvox

MARCH 19, 2024

According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support. AI-infused quality management is enabling leaders to stop problems before they start. And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

NICE inContact

JULY 10, 2018

As the digital landscape continues to evolve, businesses in all sectors face the challenge of adapting their strategy to stay competitive, and adjusting their infrastructures to meet customer expectations, to stay agile and flexible and to become more cost efficient. Focus on quality management. Measure performance.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9