contact center solutions, Quality management and Self service

Empower Customers With Self-Service Blog #2

Enghouse Interactive

SEPTEMBER 1, 2020

In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. This blog will continue that exploration with some insight into some of the benefits we’ve seen in organizations that have implemented Self-Service.

Self service

Self service Contact Center Chatbots First call resolution

Call Center optimization: Tools and best practices to increase performance

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

Best practices

Best practices Call Center Interactive Voice Response First call resolution

How to Deliver An Outstanding Omnichannel Customer Experience

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

Customer Experience Contact Center Self service Multichannel

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. Intelligent virtual assistants.

Contact Center

Contact Center Interactive Voice Response Gamification Quality management

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

Serenova

MAY 29, 2020

Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. 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.

Best practices

Best practices Contact Center Interactive Voice Response Average Handle Time

2020 Contact Center Investment Priorities

DMG Consulting

FEBRUARY 5, 2020

The three survey questions were: Do you plan to implement any new or replacement contact center infrastructure applications in the cloud in the next couple of years? Do you plan to implement any automation solutions (e.g., IVA, bots, RPA, AQM, self-service, WFM, etc.) Cloud-Based Contact Center Solutions.

Omni-channel support

Omni-channel support Contact Center Interactive Voice Response Self service

How are contact centers and their systems using predictive analytics?

DMG Consulting

AUGUST 16, 2022

Answer: Contact centers utilize predictive analytics in a number of ways to anticipate the probability of future behaviors or occurrences, and their potential impact on the customer and employee experience and bottom line. Delivering the most appropriate knowledge assets to employees and customers (via self-service applications).

Contact Center

Contact Center Analytics Virtual Agent contact center solutions

The Future of Workforce Engagement: How to Integrate AI

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. While many companies begin by deploying these solutions, this is only the beginning of the journey when it comes to employee engagement strategies.

Contact Center

Contact Center Coaching Real estate Employee engagement

Best Contact Center Software in 2023

JustCall

MARCH 9, 2023

This makes it the best contact center software for SMBs. Genesys Cloud CX Genesys Cloud CX Genesys’ cloud contact center software is ideal for businesses seeking to foster long-term customer relationships. Their solutions are a one-stop-shop and may put your incumbent CRM out of use.

Contact center software

Contact center software Contact Center call center software contact center solutions

The Role of AI in Streamlining Quality Management Processes

Playvox

MARCH 5, 2024

A desire for instant-access self-service options is shifting how customers want to engage. 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? Artificial intelligence (AI) can play a part.

Quality management

Quality management Management Contact Center Coaching

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

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

Best practices Contact Center Interactive Voice Response Average Handle Time

AI in Quality Management: A Game Changer for Contact Centers

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

Quality management Contact Center Management Best practices

The Serenova and Lifesize Merger Will Deliver High-Def Experiences for Contact Centers and the Most Successful Global Brands

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.

Contact Center

Contact Center contact center solutions Cloud contact Banking

Abandon the Status Quo Now

Enghouse Interactive

JUNE 17, 2020

Simultaneously, improving collaboration will also decrease the Average Hold Times (AHT) while increasing customer-servicing capabilities, by complementing agents with “always-on” self-service capabilities that increase customer autonomy and satisfaction. Help Customers Help Themselves with Self-Service.

Interactive Voice Response

Interactive Voice Response Self service Abandon rate Contact Center

The Top Five “Must Have” Contact Center Phone System Features

NICE inContact

JANUARY 30, 2018

If you are, here’s our laundry list of the top five things that are absolute “must have” phone system features for your contact center in 2018 and beyond: Built-in Reliability and Disaster Recovery. The best contact center solution is not worth a penny if it’s not up and running.

Contact Center

Contact Center contact center solutions Multichannel Self service

Abandon the Status Quo Now Microsoft Teams Blog #2

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

Self service Contact Center CRM Quality management

First-Party Data is Generated by your Contact Center

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.

Contact Center

Contact Center Self service Chatbots CRM

Super-Agents Are Real (Blog #4)

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

Self service Contact Center Benchmark Chatbots

New Survey Reveals Shifting Cloud Contact Center Preferences

Aspect

SEPTEMBER 28, 2017

The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. Subscribing to a cloud SaaS solution mimics the historical pattern of an autonomous WFM purchase.

Cloud contact

Cloud contact Contact Center Surveys SaaS

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

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. Getting Technology Right.

Contact Center

Contact Center CRM Entertainment Virtual Agent

The First-Party Data Provided by your Contact Center

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.

Contact Center

Contact Center Self service Chatbots CRM

Better Together (Blog#3)

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

Self service Contact Center Chatbots Average Handle Time

Elevate Your Contact Center from a Cost Center into a Revenue Generator!

Enghouse Interactive

OCTOBER 4, 2019

Drop by kiosk #507 and we’ll show you how Enghouse Interactive can improve your Customer Experience (CX) and help you increase your revenue generation capabilities by using the industry’s most reliable Contact Center solutions. Click here for discounted tickets!

Contact Center

Contact Center contact center solutions Customer Experience Marketing

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

Serenova

JUNE 6, 2019

Yes, automation is helping by taking care of the most basic customer service needs, such as password reset—rudimentary tasks agents find monotonous. Not all issues can be resolved well through self-service. It’s easy to alienate customers by forcing them to self-serve when they want to talk to a person.

Contact Center

Contact Center Technology Interactive Voice Response Gamification

AI – Delivers The Benefits of a Complete Picture

Enghouse Interactive

JUNE 11, 2021

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

Feedback

Feedback Technology Customer Experience Customer Service

Mitigate Agent, Customer, Operational and Regulatory Risk

Enghouse Interactive

JULY 29, 2021

Call Recorders Can Save You from Disaster. Customer experience (CX) expectations have changed. Today, customers expect helpful, accurate, and insightful responses from empowered agents that can resolve any situation, on the first call. All this while new regulations and obligations rapidly accelerate business process change.

Scripts

Scripts Contact Center Benchmark CRM

How to Understand Your Customers To Better Engage with Them

Enghouse Interactive

OCTOBER 27, 2021

Your Biggest Contact Center Challenge? Figuring Out What Customers Are Telling You. From digital natives to boomers. Anyone with a cell phone and an app, everyone expects more. 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

Upselling Contact Center Analytics Surveys

Contact Center AI: How It Can Transform Your CX

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

Contact Center Quality management Interactive Voice Response Coaching

Trends and Realities of Successful Organizations (Blog #1)

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Better Together to Optimize CX. . Blog Series #1 of 4: New decade! New approach? Not necessarily…. For some, it’s more of the same, but better.

Contact Center

Contact Center Scripts Cloud contact Technology

Why A Digital Contact Center Is Essential for Meeting Today’s Customer Expectations

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? It’s a win-win.

Contact Center

Contact Center contact center solutions Multichannel Average Handle Time

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

Super-Agents Are Real (Blog #2)

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience.

Scripts

Scripts Interactive Voice Response Analytics Contact Center

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

How to Control Call Avoidance and Interaction Avoidance

Playvox

DECEMBER 13, 2022

Related Article: 17 Most Effective KPIs To Evaluate Customer Service Performance. When a customer has an issue that can’t be solved by self-service, they, of course, employ the most convenient means to contact your business to have their issue addressed by an agent. Why an Agent Might Be Avoiding Interactions.

Contact Center

Contact Center Agent burnout Quality management contact center solutions

How to Empower and Increase Agent Engagement with AI

Enghouse Interactive

DECEMBER 22, 2021

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contact center solutions

contact center solutions Self service Quality management Interactive Voice Response

Digital Transformation Made Simple: Keeping Pace with CX Innovation

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. Accelerating Digital Transformation. Improvements can be made today with plenty of opportunities to scale in the future.

Contact Center

Contact Center contact center solutions Average Handle Time Enterprise

Delivering Better Customer Experiences (CX)

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience

Customer Experience contact center solutions Morale Self service

Super-Agents Are Real (Blog #3)

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Constant Learning Improves AI Recommendations.

First call resolution

First call resolution Feedback Enterprise Contact Center

Empower Customers With Self–Service Blog #3

Enghouse Interactive

SEPTEMBER 10, 2020

As is typical of unforeseen events of great magnitude, the pandemic has undermined all existing customer experience (CX) and Self-Service planning assumptions used by Contact Center administrators and operational management teams. Proactive Outbound Engagement + Self-Service = More Success.

Self service

Self service Abandon rate Contact Center First call resolution

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

Talkdesk

NOVEMBER 25, 2020

Choose a cloud-native contact center technology For effortless seasonal scaling, businesses need a contact center solution that is easy to use and requires minimum training, resulting in fast adoption. Talkdesk CX Cloud™ is the first end-to-end solution for delivering a great customer experience (CX).

Contact Center

Contact Center Business Process Outsourcing outsourcing Self service