Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

Enghouse Interactive

JULY 7, 2020

In our previous post, under the Helping Customers Help Themselves with Self-Service heading, we alluded to the cross-over benefits for agents that result from Teams enabled applications. Teams complements the contact center resources to help agents provide better levels of service to their customers.

Self service 52

Self service Contact Center CRM Quality management 52

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

Enghouse Interactive

FEBRUARY 9, 2021

Returning Prospects – hear a welcome-back greeting, proactively offered help based on their last visit queries/self-service path taken, and easily accessible live agent support. AI-Enabled Self Service (34.8% Chatbots for Customers (31.0% planned, 46.5% now) easily handle common situations. Sentiment Analysis (38.7%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

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

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

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

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

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

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

Playvox

MARCH 19, 2024

As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers. AI-infused quality management is enabling leaders to stop problems before they start.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Talkdesk

NOVEMBER 25, 2020

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. Talkdesk CX Cloud™ is the first end-to-end solution for delivering a great customer experience (CX). This includes IVR, omnichannel, self-service and outbound.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

Enghouse Interactive

JULY 19, 2019

Benefits quickly build to meet expectations … and then generally bypass the initial estimates by a healthy margin. Based on their extensive experience both John and Art stated that in most if not all their conversations, customers identified that more benefits – both hard and soft – come from migration to the cloud.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Hodusoft

NOVEMBER 29, 2022

But due to the rising competition, the market now is flooded with many types of contact center solutions. Out of them, only a few are worthy and enable businesses to excel in their customer service and support endeavors. Choosing the right contact center software is essential for success.

Contact center software 40

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

Talkdesk

MAY 6, 2020

These disparate systems range from communication channel point products like chat, telephony and messaging apps, to siloed CRM systems, to disconnected Workforce Management, Quality Management, Analytics, AI technology and more. One “throat to choke” for all service issues. A unified supervisor and admin experience.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

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. Single-Sourced. Always Accessible. Ubiquitous Unified Communications. . Unified Communications.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

Cisco - Contact Center

DECEMBER 17, 2020

Optional integrated Webex Workforce Optimization provides tools for workforce management, quality management, and workforce analytics. This fusion of human and AI results in natural, fast, and easy around-the-clock self-service. Next Up: Customer Experience as a Service (CXaaS).

Customer Experience 132

Customer Experience Contact Center APIs Analytics 132

JustCall

APRIL 5, 2023

Vonage Overview Vonage offers a unified communications solution, which is ideal for businesses looking to scale. You can also leverage its cloud contact center solution, which supports features such as mobility, positive customer experience, collaboration, and flexibility.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Playvox

JUNE 22, 2023

Three Ways To Improve Call Initiation Metrics Increase the number of agents available for inbound calls during peak times to provide faster call center support to customers. Offer omnichannel support options such as an AI-powered chatbot and other self-service options and menu options to reduce the need for some live agent calls.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

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

Enghouse Interactive

MAY 7, 2021

Ongoing customer surveys are key to ensuring the new approach will constantly evolve to meet customer needs today and in the future. The Silicon Valley start-up culture should be your organization’s culture too and accept that any customer engagement project is never “one and done”. Nothing should be untouchable.

Customer centricity 87

Customer centricity Technology Contact Center Best practices 87

Enghouse Interactive

JULY 27, 2020

By integrating the Contact Center with Teams , organizations can significantly improve customer service levels they provide by ensuring their agents are supported with the best possible tools to meet their needs. Transform your Contact Center with Microsoft Teams. The tools are here.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

NICE inContact

NOVEMBER 8, 2019

If you’re already using Salesforce but new to NICE inContact CXone, you can gain measurable improvements by integrating these two platforms, whether you have an inbound call center, outbound or both. No other contact center solution has it in one place, built in already so you aren’t looking at more customization or development.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Enghouse Interactive

SEPTEMBER 29, 2020

Start by using Automated Conversations – as discussed in our recent self-service blog series , an organization has many options to improve the overall experience. Source: PWC/Bains and Co. So, how best to improve the customer experience, and then, the business outcomes?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80