Cisco - Contact Center

JANUARY 27, 2020

Introducing Webex Experience Management (formerly CloudCherry), our new customer experience management solution that uniquely integrates with Cisco Contact Center solutions. Webex Contact Center Enterprise , our new cloud contact center solution for large enterprises is now globally available.

Contact Center 84

Contact Center contact center solutions Enterprise Cloud contact 84

Cisco - Contact Center

JUNE 18, 2020

Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Contact Center Installed Base. Cisco’s Latest Innovations in Artificial Intelligence Improve Business Outcomes for Contact Centers.

Contact Center 126

Contact Center Enterprise contact center solutions Cloud contact 126

Serenova

JUNE 24, 2020

To deliver this successfully, agents need contact center solutions that allow them to move between channels and touchpoints easily so they can seamlessly help customers regardless of the channel. Start with a Cloud Contact Center Solution. Include AI as Part of the Mix (Not a Singular Solution).

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Playvox

FEBRUARY 27, 2024

Modern WEM solutions for contact centers include support for: Recruitment and onboarding Evaluation and improvement Time management Assistance and task management Metrics and recognition Customer journey analytics A WEM suite includes the core quality management (QM) and workforce management (WFM) modules.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Serenova

JUNE 24, 2020

To deliver this successfully, agents need contact center solutions that allow them to move between channels and touchpoints easily so they can seamlessly help customers regardless of the channel. Start with a Cloud Contact Center Solution. Include AI as Part of the Mix (Not a Singular Solution).

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

MARCH 31, 2020

Serenova’s CxEngage cloud contact center solution goes beyond simply moving agents from a seat in the contact center to one in their own home, it provides tools and features that keep your contact center agents working safely and productively long-term.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Playvox

FEBRUARY 6, 2024

Thankfully workforce management software helps contact centers minimize compliance risks by automatically managing labor regulations, tracking time off, and other important labor metrics. Set goals, objectives, and metrics on how to infuse customer centricity not only in your contact center but across your entire organization.

Quality management 83

Quality management Customer centricity Management Contact Center 83

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

NobelBiz

JANUARY 16, 2024

According to Forbes “call center metrics are a vital source of truth when it comes to finding answers to important questions such as “Are your customers happy?”, “Are you providing better support and service than your competitors?”, and “Do you have the right people and technology in the right places?”

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

Altivon

JANUARY 11, 2018

Altivon and Genesys recently sponsored a webinar series on this topic, culminating with a deep dive into return on investment (ROI) including specific case study results. ROI Metrics and Optimization. Leaden emphasizes the importance of performance metrics and devotes many slides to specific recommendations.

Contact Center 40

Contact Center Abandon rate Abandon Call Healthcare 40

NobelBiz

JANUARY 10, 2022

This entails creating a CRM report that incorporates critical performance metrics, functions and client data. Here are 10 CRM key performance indicators that may be calculated and assessed using your data and contact center technologies. From our Webinar, “ How to Increase Your Call Center’s Contact Rate? “

CRM 52

CRM Contact Center Contact center software contact center solutions 52

Serenova

JUNE 20, 2019

We’ve shared before that Millennial (born between 1981 and 1996) and Gen Z (born between 1997 and 2012) agents are having major impact on the way today’s contact centers operate. These two groups now make up the fastest-growing proportion of contact center employees. And savvy contact center leaders are paying attention.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

Serenova

AUGUST 5, 2019

Consistently creating those experiences, though, requires a holistic approach that incorporates organizational and operational change into contact center architectural design. You can access all three webinars in the series here. Here are highlights from the webinar that help make that balance easier. Augmentation.

Customer centricity 40

Customer centricity Contact Center Interactive Voice Response Customer Experience 40

8x8

NOVEMBER 27, 2017

Evaluating the Results : Finally, once all the relevant data is gathered, the results can be analyzed through a quantitative lens by calculating ROI or through a qualitative lens by determining the effects on business metrics and the impact on organizational productivity, customer satisfaction, and the strategic business plan.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

Evaluating the Results : Finally, once all the relevant data is gathered, the results can be analyzed through a quantitative lens by calculating ROI or through a qualitative lens by determining the effects on business metrics and the impact on organizational productivity, customer satisfaction, and the strategic business plan.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

Evaluating the Results : Finally, once all the relevant data is gathered, the results can be analyzed through a quantitative lens by calculating ROI or through a qualitative lens by determining the effects on business metrics and the impact on organizational productivity, customer satisfaction, and the strategic business plan.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

Playvox

JANUARY 13, 2022

The right solutions can help organizations successfully adapt to new and existing contact center trends. Cloud-based contact center solutions can reach every employee no matter where they are, which supports a hybrid work model. Ready to prepare your contact center for the future?

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Enghouse Interactive

JANUARY 27, 2021

Find out much more by registering for our upcoming webinar: . They asked participants for their before-and-after business metrics on revenue, cost, customer ratings, and/or agent productivity for projects that use artificial intelligence (AI) or AI-enabled analytics to improve customer engagement.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Serenova

JUNE 24, 2020

To deliver this successfully, agents need contact center solutions that allow them to move between channels and touchpoints easily so they can seamlessly help customers regardless of the channel. Start with a Cloud Contact Center Solution. Include AI as Part of the Mix (Not a Singular Solution).

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

Enghouse Interactive

FEBRUARY 9, 2021

Do It Now to transform your contact center from a cost-center into a powerful revenue generator. Next blog in this series, coming February 18 th . Key Actionable Insights from the Webinar . . Find out more by registering for our upcoming webinar: .

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

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 19, 2023

Contact center solutions can dramatically change the way your organization operates and functions. Monitoring interaction handling key performance indicators (KPIs) can be a valuable time management technique for contact center agents. What Is Time Management?

Time management 56

Time management Contact Center Management Schedule adherence 56

Enghouse Interactive

APRIL 1, 2021

Some contact centres are built on a culture where agents and employees are trusted to do the right thing, whereas others are focused more on measurement and metrics. In conclusion, Yvonne from Ascensos pointed out the key takeaway from the webinar – if people are happy, they do a better job.

outsourcing 52

outsourcing Coaching Technology Analytics 52

NobelBiz

FEBRUARY 22, 2023

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. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

contact center solutions 52

contact center solutions Contact Center Cloud contact Contact center software 52

Talkdesk

JANUARY 12, 2018

You need a next-generation solution that incorporates context from a customer’s other interactions. Customer-centric metrics like first call resolution, handle time and CSAT will improve while agent effort will decrease and efficiency will increase. #2: 2: Agents who have an end-to-end view of the customer journey.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Talkdesk

JANUARY 12, 2018

You need a next-generation solution that incorporates context from a customer’s other interactions. Customer-centric metrics like first call resolution, handle time and CSAT will improve while agent effort will decrease and efficiency will increase. #2: 2: Agents who have an end-to-end view of the customer journey.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Enghouse Interactive

JANUARY 13, 2021

They asked participants for their before-and-after business metrics on revenue, cost, customer ratings, and/or agent productivity for projects that use artificial intelligence (AI) or AI-enabled analytics to improve customer engagement.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

NobelBiz

MARCH 14, 2023

You can overcome these challenges by investing in : Technology solutions that guarantee regular updates, accurate data analysis, and compliance adherence, such our own Omnichannel Contact Center Solution Omni+. With our solution in place, you will not have to fret about compliance or laws, because we do.

Contact Center 52

Contact Center Scripts Call Center Government 52

Enghouse Interactive

FEBRUARY 18, 2021

This blog will provide an overview of the key findings from the recent Enghouse Interactive and Metrigy webinar and show where these insights should be applied in your organization to improve the customer experience (CX) and to drive operational efficiencies. . Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Finance 56

Playvox

MARCH 19, 2024

Boosting CX With robust customer data and information ready at the quick, AI-based contact center tools allow agents to help answer questions more precisely and resolve customer issues for first contact resolution – a key metric.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

NobelBiz

FEBRUARY 21, 2022

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. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact center software 52

Contact center software Contact Center contact center solutions Cloud contact 52

JustCall

MARCH 29, 2022

These solutions provide automated sales tools for sales reps to help them handle customer calls and requests. Businesses that implement contact center solutions can cut costs, optimize resources and increase productivity. . Typically, this involves measuring vital sales KPIs and metrics that affect sales performance.

Sales 52

Sales Interactive Voice Response Contact center software CRM 52

JustCall

APRIL 5, 2023

Mitel is a Canadian telecommunications company that provides unified communications solutions for businesses of all sizes and scales. Call Recording and Analytics JustCall also provides intuitive call recording and analytics features to help you track call metrics and improve the customer service experience. if neccessary.

APIs 52

APIs Analytics Enterprise Feedback 52

8x8

DECEMBER 3, 2018

Creating a great customer experience requires more than just optimizing your contact center operations—if you want great customer service, everyone at the company, from CEO to contact center agent, has to prioritize the delivery of exemplary customer service. Customer Contact Week 2019. ICMI ccExpo 2019.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

Playvox

MARCH 5, 2024

Agents can also gain access to real-time data so they have a clear understanding about their performance metrics, and where they need to adjust to provide exceptional experiences. Analyze More Interactions Due to the sheer volume of data they produce, most contact center analysts only analyze a small percentage (<2%) of interactions.

Quality management 78

Quality management Management Contact Center Coaching 78

NobelBiz

OCTOBER 17, 2023

Our contact center software solution cost-effective, attracts top talent, and boosts customer service while allowing agents to work comfortably from home. The call center’s existing tech infrastructure doesn’t support regional data storage, putting them at risk of non-compliance.

Call Center 59

Call Center Management Contact Center Analytics 59