CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Engineering Education Banking 52

Cisco - Contact Center

FEBRUARY 21, 2020

According to Cisco’s global contact center survey, 53 percent of contact centers report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges. Webinar Highlights. Learn More.

Customer Experience 77

Customer Experience Customer centricity contact center solutions Contact Center 77

Cisco - Contact Center

SEPTEMBER 3, 2020

According to Cisco’s global contact center survey , more than half of contact centers now report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges. Join our Future of Work Webinar.

Contact Center 79

Contact Center contact center solutions Analytics Surveys 79

Cisco - Contact Center

MAY 13, 2020

An invitation from Vinod Muthukrishnan, Chief Growth Officer for Cisco Contact Center, and Matthew Saskin, Vice President of Customer Experience for Selligent. For many organizations, delivering a great customer experience starts with the contact center as perhaps the only point of contact. Join our Webinar.

Customer Experience 79

Customer Experience Contact Center contact center solutions Analytics 79

Fonolo

APRIL 10, 2019

Contact center software and CRM software have been on a slow collision course for decades. How to Reduce Contact Center Costs AND Improve Customer Service. Who should watch: VPs & Directors of Contact Centers. VPs & Directors of Contact Channel Performance. Plus, so much more!

CRM 98

CRM Contact Center Call Center Contact center software 98

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Many of the unique webinar’s talking points are expanded here in this article. Struggling with an ever-decreasing contact rate became routine in the contact center space.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

Aspect

SEPTEMBER 28, 2017

If Ben Franklin were alive today, his famous quote would read something like this, “In this world, nothing can be said to be certain except death and taxes and cloud software.” Most industry leaders agree that their software will eventually reside in the cloud, but what’s the state of the cloud contact center right now?

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

NobelBiz

JANUARY 10, 2022

Here are 10 CRM key performance indicators that may be calculated and assessed using your data and contact center technologies. They are meant to assist your contact center in improving your CRM practice when combined with the KPIs that are unique to your business.

CRM 52

CRM Contact Center Contact center software contact center solutions 52

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. The State of Remote Work in Contact Centers.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

SharpenCX

JULY 16, 2019

In 2020, 75% of contact centers will still fail to meet customer expectations. The post You’re Failing Your Agents and It’s Not Your Fault: Redefining Agent Performance to Supercharge Your Customer Service Experience [Webinar Recap] appeared first on Sharpen Contact Center Software.

Contact center software 64

Contact center software Customer Service Contact Center 64

Liveops

MARCH 15, 2021

Watch the full webinar here. . Five9 is the leading provider of cloud contact center software. They are driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center.

Gamification 62

Gamification Enterprise Contact Center Contact center software 62

NobelBiz

DECEMBER 19, 2021

Beyond this acceptable level, a contact center must reconsider its strategy and resources in order to lower it as much as possible. Call abandonment is a key performance indicator that may be used to evaluate the effectiveness of a contact center. How to calculate the call abandonment rate for contact centers?

Abandon rate 52

Abandon rate Contact Center Abandon Call Wait times 52

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 105

Best practices Call Center Interactive Voice Response First call resolution 105

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job. Why go “cloud” or stay with an on-premises system?

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job. Why go “cloud” or stay with an on-premises system?

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 60% of consumers have switched brands due to a negative contact center experience. How to measure Your Contact Center’s NPS?

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

NobelBiz

FEBRUARY 14, 2023

To provide top-notch customer support, contact centers need to have an exhaustive and comprehensive customer perspective. A 360-degree customer view is an approach that allows contact centers to gain a complete understanding of the customer through collecting and analyzing data from multiple sources.

Contact Center 52

Contact Center CRM Journey mapping Government 52

NICE inContact

OCTOBER 29, 2018

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. Contact Center software and hardware is replaced every couple of years because it either wears out or because it no longer provides needed functionality.

Best practices 48

Best practices Contact Center Contact center software contact center solutions 48

Edify

JUNE 2, 2021

Great questions arise whenever we host webinars, give one-on-one demos, and even as we onboard new customers. Last week I sat down for a Q&A with Bracken to hear first-hand what he had to say about the hotly discussed topic of contact center software pricing. We spoke at length about this topic, both on-air and off.

Contact center software 75

Contact center software Contact Center 75

Edify

DECEMBER 13, 2021

Great questions arise whenever we host webinars, attend trade shows, give demos, and even when we onboard new customers. Welcome (back) to our Ask a CTO series, where I get to sit down for Q&A with our in-house expert on all things tech, Edify co-founder and CTO Bracken Fields.

Contact Center 71

Contact Center Contact center software contact center solutions Cloud contact 71

NobelBiz

MARCH 14, 2023

Debt collection agencies and contact centers are subject to strict regulations and laws governing their operations. One of the major issues faced by debt collection agencies and contact centers when it comes to compliance is the lack of the right solutions to be compliant. And pay extra attention to it.

Contact Center 52

Contact Center Scripts Call Center Government 52

NobelBiz

JANUARY 24, 2022

Turnover is natural in a contact center and in any business. So, what are the primary factors that contribute to contact center turnover or attrition? And what strategies, technologies, and tactics may be implemented to avoid excessive agents turnover rate in a contact center ?

Contact Center 52

Contact Center Call Center Scripts Technology 52

Babelforce

NOVEMBER 4, 2021

Whatever your solution, the first step is integrating WhatsApp with your contact center. With babelforce, that means installing the babelconnect app and linking your contact center infrastructure with WhatsApp. (If 1 Send and receive WhatsApp messages within your contact center software.

Customer Support 98

Customer Support Contact center software Contact Center Self service 98

NobelBiz

AUGUST 22, 2023

Tailored exclusively for contact centers, the VOIP solution from NobelBiz ensures the lowest cost-per-minute, seamlessly directing calls through optimal routes. The NobelBiz Voice Carrier Network is purpose-built to accommodate high-volume calls essential for contact centers. Why Outbound Calls Don’t Always Connect?

voip 98

voip Telecommunications Contact Center Contact center software 98

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

Calabrio

APRIL 26, 2016

And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions. I recently participated in a webinar in which we discussed the process of migrating to an updated workforce optimization (WFO) solution suite.

Contact Center 56

Contact Center First call resolution Contact center software Metrics 56

NICE inContact

JULY 17, 2019

It can be daunting to create and scale a team of remote contact center agents. Stream our recent webinar , in which Jill reveals the game-changers that make Frontline Group’s remote workforce a success. In this webinar, you’ll discover the benefits, challenges, tools, and best practices of building a remote workforce.

Contact center software 54

Contact center software Contact Center outsourcing Best practices 54

NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations.

Customer Care 55

Customer Care Contact center software call center software Benchmark 55

Ameyo

JULY 25, 2019

We have stepped in an era where the face of contact centers have changed and businesses are adopting the technologies to be available for their customers across touchpoints. But, how contact centers impact businesses?

Contact Center 63

Contact Center Technology Contact center software 63

NobelBiz

JUNE 5, 2023

Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. Using the Right Contact Center Technology Technology plays a vital role in lead generation. Watch the free on-demand webinar here.

Call Center 52

Call Center Scripts CRM Contact Center 52

NobelBiz

JUNE 13, 2023

The intricate mechanisms behind call labeling and the factors influencing the classification of calls have become the focal point for contact centers striving to maintain effective communication with their clients. Pro tip: ensure that the software correctly displays your caller ID and doesn’t spoof numbers.

Telemarketing 97

Telemarketing Contact center software Contact Center Feedback 97

NobelBiz

SEPTEMBER 12, 2023

In the contact center realm, measuring Talk Time isn’t just about numbers; it’s the compass guiding us toward efficiency, quality, and customer satisfaction. Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured?

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

SharpenCX

MARCH 17, 2020

We are blessed to be in an age where software gives us more tools of communication and management than we sometimes know how to handle. Is your contact center well outfitted? Watch Now : Watch this webinar to see how HotSchedules navigated Cloud Migration for better business results. Your teammates want to see your face!

Call Center 90

Call Center Contact Center Contact center software Technology 90

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

SharpenCX

FEBRUARY 18, 2020

But, as a contact center manager, the stakes of your own role are high. Only 41% of contact center agents feel there’s an opportunity to grow at work. Or, maybe your call center platform keeps dropping their calls. In theory, software in your contact center is designed to improve your efficiency.

Call Center 84

Call Center Coaching Management Contact Center 84

SharpenCX

APRIL 7, 2020

Find creative ways to answer customer questions, whether it’s through hosting webinars with your marketing team, or using this time of transition to build out self-service tools. We also have a program to help you spin up a remote contact center in 48 hours during this pandemic if you need help. No strings attached.

virtual call center 104

virtual call center Call Center Coaching Contact center software 104