Serenova

MARCH 10, 2020

As we evaluate the trends affecting contact centers, we view the convergence of Contact Center-as-a-Service (CCaaS) and Unified Communications-as-a-service (UCaaS) technologies as a clear opportunity to optimize customer experience. Mobile video for enhanced technical support. Welcome to what’s next.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

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? Personalized Service and Support AI helps companies deliver products and services that are tailored to the needs and interests of customers and prospects.

Quality management 78

Quality management Management Contact Center Coaching 78

JustCall

MARCH 9, 2023

Cons: While Aircall is one of the best options for enterprise cloud contact center software out there, it doesn’t allow you to customize it to the extent you would prefer. Gladly Gladly Gladly is all about driving customer loyalty by offering tools that enhance personalized interactions between your business and customers.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Serenova

MAY 1, 2020

Serenova’s CxEngage contact center solution aggregates data, giving supervisors the complete picture of customer interactions. Agents can lose that personal connection with their managers they had in the contact center which kept them motivated and promoted a sense of belonging and accountability to a team.

Morale 98

Morale Coaching Contact Center Quality management 98

Serenova

MAY 29, 2020

A cloud contact center solution is the default choice for contact centers focused on improving customer experience, and its benefits have never been clearer than now. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

NOVEMBER 19, 2019

This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation. I want to share with you my personal perspective on how it will deliver value to the markets we serve, as well as our stakeholders, including customers, partners and employees.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

Serenova

JANUARY 7, 2020

So, we created a true cloud contact center solution that could. Today, that solution unifies everything from customer engagement to quality management to analytics. There’s little doubt cloud-based contact center solutions are becoming the preferred model, replacing on-premises contact center infrastructure.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

Tethr

NOVEMBER 15, 2021

The best contact center reporting and analytics tools. Genesys to take advantage of scalable AI-powered personalization. InMoment to put your call center data into the wider CX and EX context. What makes a great contact center reporting and analytics tool? Five9 for agile multi-channel communication.

Contact Center 98

Contact Center Analytics Marketing First call resolution 98

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Aspect

JULY 15, 2020

Some organizations even resorted to agents using their personal cell phones as tools of customer service. On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM).

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Monet Software

DECEMBER 21, 2018

We were proud to announce the official release of our Workforce Management (WFM) solution for Salesforce, which integrates easily with Salesforce Service Cloud or Sales Cloud case management systems to provide an advanced omnichannel WFM solution directly from Salesforce. Another award so soon? Stay tuned!

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

Playvox

MARCH 12, 2023

Related Article: Team Leaders: How to Personalize your Agent Training 3. Use AI Technologies Many are starting to notice the critical role that artificial intelligence (AI) is beginning to have not only in the contact center industry but in many aspects of life.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

8x8

SEPTEMBER 14, 2017

Their stores and showrooms are staffed with knowledgeable employees, who are encouraged to spend one-on-one time with each customer, both in person and on the phone, to provide in-depth explanations of products and features. The importance of enhancing the overall customer experience is clearly a priority for Town Fair Tire.

Contact Center 48

Contact Center contact center solutions Quality management Marketing 48

Playvox

NOVEMBER 4, 2021

Loyalty is fleeting, with competitors only a click away for your customers, who are demanding more efficient and more personalized service. Contact center technology has evolved to enable more on-demand capabilities and scale, thanks to the cloud. How about mobile device support? Which channels are you missing to compete better?

Contact Center 52

Contact Center Technology Contact center software contact center solutions 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

Playvox

APRIL 4, 2023

But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset. A coaching solution that automatically delivers feedback on how to improve can be very effective. Automation has the added benefit of creating more time for personal engagement during feedback sessions.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

JANUARY 13, 2022

The conversation identified several contact center trends that, if addressed effectively, can lead to the transformation of two critical elements of operational success: people and technology. . 2022 just might be The Year of the Contact Center Employee. Technology always needs focus. Getting Technology Right.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Serenova

JUNE 20, 2019

The goal of Gen Z @ Work is to offer insights into how best to recruit, retain, motivate and manage this important demographic. Gen Z is the first generation born into a world where every person and place has a digital equivalent. Let’s take a look at the seven key treats of Gen Z: Phigital. Virtual is simply part of their reality.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

NobelBiz

AUGUST 3, 2021

The supervisor or manager may also be stressed by his or her inability to help the rest of the team. Thus, by asking questions about the practices of each person and keeping an eye on statistics, the mentor pushes the agents to make a self-diagnosis and look for the solution themselves.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Enghouse Interactive

JUNE 9, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Action Checklist. Use an omni-channel approach. Leverage chatbots, NLP, and AI.

Contact Center 97

Contact Center Self service Chatbots CRM 97

Enghouse Interactive

JULY 7, 2020

Contact center agents are now under ever-increasing pressure to treat all callers with speed and accuracy, making customer satisfaction their main objective…while also dealing with each person with appropriate levels of empathy. . Protect Your Experts with Call Recording and Quality Management. The Pressure is On.

Self service 52

Self service Contact Center CRM Quality management 52

Serenova

JUNE 6, 2019

It’s easy to alienate customers by forcing them to self-serve when they want to talk to a person. When customers are dealing with problems they can’t easily solve on their own, contact centers need to make the transition to an agent quickly and seamlessly. Not all issues can be resolved well through self-service.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Enghouse Interactive

MAY 27, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Action Checklist. Use an omni-channel approach. Leverage chatbots, NLP, and AI.

Contact Center 52

Contact Center Self service Chatbots CRM 52

Enghouse Interactive

JUNE 24, 2021

ective way to nurture relationships, especially for those requiring more personalized engagement. Revenues Increase by providing improved agent and customer interactions, enabling pro duct demonstrations, and simplifying the up-sell and cross-sell of complementary products.

Contact Center 69

Contact Center Customer centricity Technology Customer Experience 69

Enghouse Interactive

OCTOBER 27, 2021

They also expect to be treated in a highly personalized manner. Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

FEBRUARY 9, 2021

Personalization (25.8% Doing so improves their customer experience (CX) projects by delivering AI developed insights via instantaneous communications (voice, video, social media with/without documents) to the right person, at the right time, on whatever device they prefer. planned, 52.9%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Enghouse Interactive

OCTOBER 13, 2020

As a result, humans inherently know how to, directly/indirectly and inferentially assess every situation, either cognitively or sub-consciously.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

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? Well, love is a strong word, but I really like it.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

Playvox

MARCH 19, 2024

From eliminating manual, repetitive tasks for agents to leveraging natural language processing (NLP) and AI with chatbots and phone support, contact center AI provides numerous opportunities to transform CX — and the bottom line. What Is Contact Center AI? Analyze more interactions and automate workloads for analysts.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Enghouse Interactive

MAY 25, 2020

Generally speaking, one of the best approaches is to limit access to either corporately-issued devices which are secured by the IT department using an Enterprise Device Management tool, or to limit access to personal or home devices that your IT department has ‘certified’.

Healthcare 40

Healthcare Best practices Government Enterprise 40

Playvox

DECEMBER 13, 2022

Calling their own phone, family, or friends or handling personal issues when doing “outbound” work. If only one person is practicing interaction avoidance, the impact is fairly small. Related Article: What is Workforce Engagement Management? Claiming IT issues with their systems. Why an Agent Might Be Avoiding Interactions.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Cisco - Contact Center

AUGUST 18, 2020

Our unique multi-tenant cloud Webex Platform for Contact Center enables us to deliver these new features across our entire contact center portfolio, enabling both cloud and on-premises customers to quickly take advantage of new capabilities that help them achieve their business goals. Here’s What’s New. Learn More.

Contact Center 123

Contact Center contact center solutions Analytics Entertainment 123

Upstream Works

JANUARY 25, 2022

Flexible and cost-effective solutions to drive innovation now and in the future. Learn more about how our enhanced omnichannel contact center solutions support digital transformation here. They will receive personalized and meaningful care, and they won’t have to repeat themselves, removing big friction points.

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

Enghouse Interactive

JULY 19, 2019

High Performance Anytime: AI delivers high-performance capabilities consistently – when properly implemented it will reduce mundane tasks so that agents can be better utilized in areas where personalized support is needed. Over time, this evolution will drive the need for more highly skilled agents in order to provide expected service levels.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Playvox

SEPTEMBER 20, 2023

Across all industries and in our personal lives, AI is coming into its own as a tool to increase efficiency, automate tasks, and reduce costs. But how do AI and automation technologies actually help make your contact center more efficient? Automated quality management helps quality analysts be more efficient in their work.

Quality management 52

Quality management Coaching Contact Center Calibration 52

NobelBiz

FEBRUARY 22, 2023

Adequate Software Solutions Agents must have access to all of the tools and software they require to complete their tasks, as they may be tempted to use their own computers to access some of the tools through a web browser. Notes and suggestions: Make a list of all the equipment that agents require for their jobs. So, what should be done?

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52