8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

DMG Consulting

MAY 8, 2023

While some of the contact center-as-a-service (CCaaS) vendors sell their own WFO/ WEM solutions and capabilities, most sell these applications through partnerships. Because of the complexity of contact centers, the applications sold by these providers are needed more today than ever before.

Management 62

Management Enterprise Analytics Contact Center 62

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company. A contact center is considered successful if it’s customer-centric.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

NobelBiz

FEBRUARY 22, 2023

Does your contact center have a dedicated team that’s ready and prepared to assist your customers at all times? This aspect makes all the difference in contact lead loss. Assume your contact center employs 500 agents to answer incoming requests from your clients.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

Serenova

JULY 7, 2020

Contact center supervisors must be equipped to better identify and tailor training programs to each agent’s skill gaps and training needs. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Contact centers must train agents to work smarter and more effectively. Embrace continuous training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

NobelBiz

OCTOBER 18, 2021

Does your contact center have a dedicated team that’s ready and prepared to assist your customers at all times? This aspect makes all the difference in contact lead loss. Assume your contact center employs 500 agents to answer incoming requests from your clients.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

Serenova

JULY 7, 2020

Contact center supervisors must be equipped to better identify and tailor training programs to each agent’s skill gaps and training needs. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Contact centers must train agents to work smarter and more effectively. Embrace continuous training.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Back office support.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

NobelBiz

FEBRUARY 22, 2023

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

contact center solutions 52

contact center solutions Contact Center Cloud contact Contact center software 52

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

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

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. Remote work continues to be a highly desirable benefit for contact center employees.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

3CLogic

JANUARY 5, 2022

Contact centers have come a long way over the last couple of decades, nearly unrecognizable to an agent from the 1990s. As technology continues to rapidly develop, contact centers will need to revisit the tools they use in order to keep up. Consider how the contact center landscape changed during 2021 alone.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

NobelBiz

FEBRUARY 21, 2022

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact center software 52

Contact center software Contact Center contact center solutions Cloud contact 52

NobelBiz

FEBRUARY 22, 2023

This particular kind of work environment has enabled many businesses and contact centers to retain service continuity. However, it is not a walk in the park to integrate remote work in contact centers. So, how can you arrange remote working while maintaining your agent’s performance?

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

This particular kind of work environment has enabled many businesses and contact centers to retain service continuity. However, it is not a walk in the park to integrate remote work in contact centers. So, how can you arrange remote working while maintaining your agent’s performance?

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

Serenova

APRIL 9, 2019

For years, contact center agents were largely run by Baby Boomer and Gen X agents. However, as many contact center managers know, those same processes may not work for their Millennial (born between 1981 and 1996) and Gen Z (born in 1997 and later) counterparts. Every generation comes with its own preferences and habits.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40

Playvox

SEPTEMBER 20, 2023

But how do AI and automation technologies actually help make your contact center more efficient? One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Quality Assurance, or QA, started in the contact center as a very compliance-driven process.

Quality management 52

Quality management Coaching Contact Center Calibration 52

JustCall

APRIL 24, 2023

Convoso Overview Convoso is a one-of-a-kind contact center software with an added gamification twist. Talkdesk Overview Talkdesk is a browser-based virtual telephony solution. It offers contact center functionality for enterprises through features like: Call queues Voicemail Automated workflows, etc.

voip 52

voip CRM Enterprise Call Center 52

JustCall

MARCH 23, 2023

Interactive Voice Response, or IVR, is necessary for every contact center. In this article, we look at the ten best IVR solutions. 10 Call Center Platforms To Choose From When Looking To Implement IVR JustCall Aircall CloudTalk Kixie PowerCall Twilio Talkdesk GoTo Connect Zendesk LiveAgent Five9 1. When to Use CloudTalk?

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

JustCall

NOVEMBER 25, 2022

The first thing that comes to people’s minds regarding ‘Sales and Marketing’ is how to increase conversion rates and generate more sales. However, the first step in sales is establishing contact with a prospective client. They can make and receive calls, text, email, and chat using the solution.

Sales 52

Sales voip Real estate CRM 52

JustCall

APRIL 12, 2023

This transformation led to virtual call centers, which allow call centers to make and receive customer calls on the go, and be available 24×7 owing to the flexibility of the cloud. A virtual call center is a call center that runs over the internet. What is Virtual Call Center Software?

virtual call center 52

virtual call center call center solutions Call Center call center software 52