Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. What Does Moving To The Cloud Mean?

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

Playvox

JUNE 28, 2022

During the global pandemic, customers massively turned to digital communications, and, according to consumer studies , this change is here to stay. While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. What Is An Omnichannel Contact Center?

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

JustCall

MARCH 9, 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers. What are Contact Center Software Solutions?

Contact center software 52

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

Playvox

MAY 4, 2023

It’s simple: fantastic customer service. It’s no secret that stellar customer service is the first step to customer loyalty, but you’re not dealing with a couple of people meandering through a fruit store. What Is A Digital Contact Center? Is your contact center omnichannel?

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 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

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. IVA, bots, RPA, AQM, self-service, WFM, etc.)

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

Serenova

APRIL 26, 2019

In her recent research, Migrating to a Cloud Contact Center: Tales from the Far Side , customer experience industry analyst Sheila McGee-Smith points out that for contact centers, the move to the cloud has been slow compared to many other industries. The direction of change is clear.”. The Power of Omnichannel.

contact center solutions 40

contact center solutions Cloud contact Contact Center CRM 40

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. That said, finding a good contact center reporting and analytics tool can be hard.

Contact Center 98

Contact Center Analytics Marketing First call resolution 98

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. RingCentral.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Talkdesk

NOVEMBER 25, 2020

Here are three tips on how to scale your contact center for the seasonal rush. Integrate with your ecommerce technology stack Seamlessly connecting your contact center to ecommerce platforms, such as Shopify and BigCommerce , allows valuable information from customer interactions to quickly reach your customer service agents.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. Some organizations even resorted to agents using their personal cell phones as tools of customer service.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. The future of contact center technology is in the cloud.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

Serenova

JANUARY 7, 2020

More than a decade ago, Serenova realized technology didn’t exist that could deliver immediate, consistent and exceptional service for brands. So, we created a true cloud contact center solution that could. Today, that solution unifies everything from customer engagement to quality management to analytics.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

Calabrio

MARCH 2, 2020

Contact center as a service (CCaaS) makes the power of a modern contact center available to any business, regardless of budget or technical expertise. Twilio Flex: A programmable approach to the contact center. Together, we’re helping our customers create extraordinary agent and customer experiences.

Contact Center 71

Contact Center contact center solutions Airlines Quality management 71

Playvox

JANUARY 30, 2024

It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support. In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well. Adding game-like elements is one way.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

NOVEMBER 4, 2021

For businesses of all sizes, technology has also changed contact centers from an internal and customer-facing perspective. Your organization has likely been forced to embrace new technology to remain relevant and deliver exceptional customer service. The answer is different for every business.

Contact Center 52

Contact Center Technology Contact center software contact center solutions 52

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience?

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Some contact centers experience almost no turnover at all.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Playvox

SEPTEMBER 20, 2023

But how do AI and automation technologies actually help make your contact center more efficient? Here’s the truth: They’re best used to eliminate time-consuming, repetitive tasks that don’t directly affect customer service. Automated quality management helps quality analysts be more efficient in their work.

Quality management 52

Quality management Coaching Contact Center Calibration 52

NobelBiz

APRIL 5, 2022

These days, the contact center is the face of a company. The customer experience can make or break your business, so it’s important to understand the factors that make a great customer service representative and a great contact center. Risk and reward are common deciding factors in contact centers.

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

Enghouse Interactive

JUNE 9, 2021

Organizations can’t engage with customers the way they previously did, while still respecting and guaranteeing their privacy! Well, maybe that’s not an accurate statement.

Contact Center 97

Contact Center Self service Chatbots CRM 97

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. You need to keep up with constantly growing and shifting customer expectations. You manage employees in an industry that has one of the highest turnover rates out there. Choose the right contact center solution. Very hard, actually. Consolidate tools.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

Playvox

DECEMBER 13, 2022

But now that tickets, emails, and chat have entered the picture, interaction avoidance encompasses any effort contact center agents make to bypass working with customers in any channel. What does that look like day to day in your contact center? Transferring a customer to another department unnecessarily.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Enghouse Interactive

SEPTEMBER 20, 2021

Contact Center Solutions. Delivered from the cloud “as a Service”… enables you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security possible. Metrigy Research: Q3, 2021: UC, Contact Center Integration Drives Business Value.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

NobelBiz

AUGUST 3, 2021

What are the flaws in your contact center? In order to find the accurate answer to these questions, business owners and managers must go beyond guesses and instinct and rely on scientific, clear, and quantitative facts. Team Management: how dedicated are your agents? Is your client satisfaction decreasing?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Playvox

SEPTEMBER 7, 2021

At Playvox, we prioritize what matters most to our customers — just like you do in your contact center! From quality management to workforce management , we strive to put not only the best, but also the most efficient and effective product on the market. Support Operations Manager. Easiest Setup.

Contact Center 52

Contact Center Morale Quality management Employee engagement 52

Talkdesk

JUNE 5, 2019

As the leading provider and developer of on-demand shared ride technology, Via experienced significant growth and needed a flexible contact center solution to support its customer service operations.

Transportation 46

Transportation Customer Service contact center solutions Contact Center 46

DMG Consulting

MAY 8, 2023

Workforce management, interaction analytics, analytics-enabled quality management, surveying, coaching, customer journey analytics, and more are either built on AI technology or depend on it to provide increasingly useful and actionable findings and intelligence for users.

Management 62

Management Enterprise Analytics Contact Center 62

Enghouse Interactive

SEPTEMBER 3, 2021

Contact Center Solutions. Delivered from the cloud “as a Service”…enabling you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security possible. due to their use of a single-source solution. Single-Sourced. Always Available.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66