Cisco - Contact Center

NOVEMBER 17, 2020

According to a global survey by McKinsey & Company, 62% of organizations are experiencing increasing demand for online purchasing and services by their customers, and 53% believe this trend will continue in the future. Pe r sonalized Website Intercept Surveys. Paginated Web Surveys. What’s Next?

Customer Experience 73

Customer Experience Contact Center Government contact center solutions 73

Cisco - Contact Center

JANUARY 27, 2020

Their survey of 362 firms found that although 80% of the firms believed that they delivered a “superior service” only 8% of the firm’s customers believed that. In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results.

Contact Center 73

Contact Center contact center solutions Enterprise Cloud contact 73

NobelBiz

NOVEMBER 13, 2023

Join us for a special webinar , “Profitable Trends for Contact Centers,” where our host, Christian Montes, shifts to the guest chair alongside Mike McGuire. Discover the key factors shaping the contact center landscape, from the importance of community to defining success and exploring the latest trends.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Cisco - Contact Center

FEBRUARY 18, 2020

Our new AI-powered, cloud-based customer experience solution can be integrated with your contact center via two new agent desktop gadgets. The solution enables contact centers to capture customer feedback utilizing an easy-to-use survey designer. For more information on Release 12.5, Learn More.

Contact Center 111

Contact Center Enterprise Self service contact center solutions 111

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. Constant Information Gathering Along the Customer Journey.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

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. This compares to 19% of baby boomers and 43% of Gen X customers who report they would do the same.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

NobelBiz

JANUARY 3, 2024

This article delves into these trends, offering insights and strategies for outbound call centers to stay ahead in an increasingly competitive environment. Hosted by Carl Stuerke, a seasoned Contact Center Software Consultant, alongside industry experts Michael McGuire and Brad Butler, boasting 30 years of combined experience.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105

Enghouse Interactive

SEPTEMBER 29, 2020

Typically Customer Satisfaction (CSAT) ratings, MPS scores, or customer survey data are viewed as discrete touchpoints, measured at and within each customer interaction. . Doing so, will transform your contact center from a cost-center into a revenue generator. AI Makes It Possible (Blog Series).

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

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. Constant Information Gathering Along the Customer Journey.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , 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.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

8x8

NOVEMBER 27, 2017

One best practice to ensure accurate information gathering is to schedule a survey immediately upon the conclusion of the program and to deliver the survey using the same channel of the program.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

One best practice to ensure accurate information gathering is to schedule a survey immediately upon the conclusion of the program and to deliver the survey using the same channel of the program.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

One best practice to ensure accurate information gathering is to schedule a survey immediately upon the conclusion of the program and to deliver the survey using the same channel of the program.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

Playvox

JANUARY 13, 2022

As an example, 35% of surveyed CEOs report expanding employee benefits in the last twelve months in an effort to reduce employee churn. . The right solutions can help organizations successfully adapt to new and existing contact center trends. Ready to prepare your contact center for the future?

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Enghouse Interactive

FEBRUARY 9, 2021

of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. The Metrigy survey [see Blog#1 for more info] illustrated that successful organizations use AI and UC technologies to accelerate innovation. Find out more by registering for our upcoming webinar: .

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Playvox

FEBRUARY 16, 2024

Traditionally organizations invested in manual processes and quality teams to gather data about customer interactions, listening to and scoring a random small (less than 2 percent) sample of calls or sending feedback surveys, leading to insufficient actionable insights.

Quality management 75

Quality management Contact Center Management Best practices 75

8x8

DECEMBER 3, 2018

Evaluate post-engagement surveys and find your average rating. 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 Service 54

Customer Service Abandon rate Contact Center Wait times 54

Playvox

MARCH 5, 2024

Here are the trends: AI-Powered Self-Service Support According to a recent Gartner survey , thirty-eight percent of Gen Z and millennial customers say they are likely to give up on a customer service issue if they can’t resolve it with self-service. Check out our on-demand webinar “ How to Infuse AI Into QM: What You Need to Know. ”

Quality management 78

Quality management Management Contact Center Coaching 78

Enghouse Interactive

JULY 7, 2021

In a recent ContactBabel Whitepaper , 74% of survey respondents identified that the greatest challenge to managing contact center performance and quality was not having enough time or resources to properly gather, listen and evaluate all the agent-generated data, be it audio and/or digital.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Altivon

OCTOBER 11, 2017

Sheila McGee-Smith did not disappoint in her latest webinar appearance, also featuring the Auto Club Group and Altivon. Contact center solutions often have a 10 year life cycle. A poll at the beginning of the webinar showed that 30% of respondents have infrastructures that are 5 years or older. Aged infrastructure.

Contact Center 40

Contact Center Analytics contact center solutions Coaching 40

Enghouse Interactive

JANUARY 27, 2021

In Metrigy’s recent Industry survey [see Blog#1 for more info], they’ve seen conclusive proof that successful organizations are adopting video as an enhancement to their customer experience (CX) projects – which is helping them drive significantly better business results. Find out much more by registering for our upcoming webinar: .

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Serenova

JULY 16, 2019

The Gartner Customer Experience in Marketing Survey found that 81% of companies say they expect to be competing mostly or completely on the basis of customer experience by the end of 2019. When that’s the customer experience reality, contact centers that do get it right have an opportunity to rise above the competition.

Contact Center 40

Contact Center Customer Experience Surveys contact center solutions 40

Fonolo

FEBRUARY 13, 2019

Our favorite chart: Report #2: Contact Center Technology Survey. Who wrote it: Lori Bocklund at Contact Center Pipeline. About: The author surveyed 216 contact center professionals and released this report in July of 2018. As the IDC report notes, this goes far beyond just the call center.

Contact Center 57

Contact Center Call Center APIs Technology 57

NobelBiz

JANUARY 10, 2022

The number of assets contacted through SMS and “converted” (across all SMS campaigns) / the total number of assets reached via SMS (all SMS campaigns combined). A few factors should be included in your evaluation process to ensure a seamless and intelligent migration plan from a multichannel to Omnichannel contact center communication.

CRM 52

CRM Contact Center Contact center software contact center solutions 52

Serenova

APRIL 22, 2019

While the number of contact centers migrating from traditional on-premises solutions to contact center-as-a-service (CCaaS) steadily increases, contact centers still exploring cloud options are considering their potential moves carefully. She shared her insights in this report and webinar.

Contact Center 40

Contact Center Cloud contact Enterprise contact center solutions 40

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. Constant Information Gathering Along the Customer Journey.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

Playvox

SEPTEMBER 20, 2023

Before we discuss automation and AI for QM processes, it’s important to establish clear definitions in the context of contact centers. According to a Zendesk survey, 73% of consumers will switch to a competitor after multiple bad experiences — and more than half will abandon a company after just one poor interaction.

Quality management 52

Quality management Coaching Contact Center Calibration 52

8x8

DECEMBER 4, 2017

Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? View the on-demand webinar with Strategic Contact’s Lori Bocklund to see why the Survey says “It’s Not Just You”: Top Contact Center Challenges & How to Solve Them.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? View the on-demand webinar with Strategic Contact’s Lori Bocklund to see why the Survey says “It’s Not Just You”: Top Contact Center Challenges & How to Solve Them.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? View the on-demand webinar with Strategic Contact’s Lori Bocklund to see why the Survey says “It’s Not Just You”: Top Contact Center Challenges & How to Solve Them.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

JustCall

MARCH 10, 2023

Nextiva Nextiva is a more comprehensive business solution for communications operations. This brand provides contact center solutions, VoIP, and many other tools. 3CX If you would rather opt for a business communications solution that is app-free, you should implement 3CX for unified communications.

voip 40

voip APIs contact center solutions Contact Center 40

8x8

JANUARY 3, 2018

Other companies provide research and analysis based on a plethora of collected data points, from surveys and data collection, social media, consultancy and benchmark studies.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Other companies provide research and analysis based on a plethora of collected data points, from surveys and data collection, social media, consultancy and benchmark studies.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Other companies provide research and analysis based on a plethora of collected data points, from surveys and data collection, social media, consultancy and benchmark studies.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

JustCall

APRIL 5, 2023

Zoom Best-suited for: Zoom is best suited for using the following functionalities: video conferencing meetings, audio conferencing, webinars, meeting recordings, and live chat whether for a small or large business. Vonage Overview Vonage offers a unified communications solution, which is ideal for businesses looking to scale.

voip 52

voip Enterprise Interactive Voice Response CRM 52

NobelBiz

FEBRUARY 14, 2022

Customer Feedback The simplest, quickest, and most convenient method for managers to evaluate their teams is a satisfaction survey. The Call Center Stress syndrome has been identified through numerous studies aiming at finding the cause of high absenteeism in the Call Center industry.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

JustCall

APRIL 5, 2023

link] While every user must do their due diligence when selecting a contact center solution for their business, it’s clearly JustCall that offers a more expansive set of features in comparison with RingCentral. RingCentral’s interactive features let you conduct webinars for training or new product announcements.

Interactive Voice Response 52

Interactive Voice Response voip Analytics Contact Center 52