NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. With the shift from an unregulated space to one that is increasingly governed by rules, the importance of navigating this landscape with a knowledgeable partner becomes huge. All enabled by NobelBiz leading contact center technology.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

TechSee

AUGUST 14, 2023

He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. He is currently the Strategy & Optimization Czar at Call Design North America (CDNA), the leader in workforce management solutions for contact centers.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

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

NICE inContact

JULY 1, 2019

About 800,000 of these interactions are handled each year by Swedish Rail’s 200 advisors, working from two contact center locations about 100 kilometers apart. But physical distance wasn’t the only thing separating the two contact center locations.

Contact Center 56

Contact Center Transportation Cloud contact Government 56

VocalCom

MARCH 23, 2020

Contact centers are scrambling to handle an explosive increase in call volume at a time when people are being told to work from home. Since 2019, the Argentine insurance company has been using a Vocalcom Contact Center solution installed on a private cloud architecture.

Contact Center 62

Contact Center Government CRM contact center solutions 62

NobelBiz

APRIL 19, 2021

As we entered the age of big data and made the shift from the call center to the contact center industry, resource management became one of the most important tactical business aspects. Before the cloud, call centers would buy physical hardware architectures that needed to be shipped to the locations and installed.

Contact Center 52

Contact Center Management Call Center Contact center software 52

Fonolo

AUGUST 28, 2018

Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? About: For this report, industry analyst Peter Ryan gathered the views of 352 enterprise executives, each with decision-making authority over contact centers. Our favorite chart: Contact Center 2.0,

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

Serenova

APRIL 7, 2020

We’ve been sharing our expertise and doing a lot of listening to understand the most important challenges contact centers are facing every day of this crisis. A Fully Supported WFH Solution Live in Just Two Hours. This can be tough for contact center managers to do on their own, though.

contact center solutions 98

contact center solutions Cloud contact Contact Center Business Process Outsourcing 98

Avaya

SEPTEMBER 19, 2018

Another signal of the rising relevance of artificial intelligence comes from the United States government. But what will AI mean to those who work in the contact center, and to others in government, education, healthcare and business that work to improve citizen, student, patient, or customer experiences?

Customer Care 94

Customer Care Government Contact Center Healthcare 94

Talkdesk

APRIL 2, 2020

In an attempt to get the situation under control, governments are asking, and in some cases instructing, citizens to practice social distancing and shelter in place. The on-premises technology infrastructure their contact centers rely on simply is ill-equipped to support remote work. Stores are closing down.

Cloud contact 57

Cloud contact Government Healthcare contact center solutions 57

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. Currently, customers can interact with the contact center via voice and chat channels.

Virtual Agent 81

Virtual Agent Self service Transportation Customer Experience 81

TLC Associates

OCTOBER 30, 2019

You’ve likely thought that very question (or a variation of it) while talking to vendors about outsourced contact center solutions. Yet there’s another equally important follow-up question you need to ask: “how much do in-house contact center operations cost me?”. Your Contact Center Location Costs.

Contact Center 40

Contact Center outsourcing Real estate Interactive Voice Response 40

CSM Magazine

DECEMBER 20, 2021

As a Talkdesk AppConnect partner , PCI Pal offers secure payment solutions for Talkdesk to resell to thousands of customers worldwide, enhancing the Talkdesk suite of integrations, which includes more than 80 industry-leading applications that enable businesses to rapidly expand their contact center capabilities.

Contact Center 52

Contact Center Government contact center solutions SaaS 52

Avaya

DECEMBER 18, 2018

‘Twas the night before Christmas, the contact center was quiet, Not an agent was stirring, not even a pilot. We expect that these numbers will increase this year, and our contact center tech is ready to handle it. The same Avaya Government solutions used by NORAD Tracks Santa is also deployed by other government agencies.

Government 80

Government Airlines Contact Center contact center solutions 80

Talkdesk

APRIL 22, 2020

Contact centers utilizing on-premises infrastructures do not have adequate flexibility and scalability to allow their workforce to operate remotely and also meet rising customer demands. However for some companies, particularly in travel and hospitality, the storm came abruptly with little time for planning and response.

B2C 59

B2C Government contact center solutions Cloud contact 59

NobelBiz

MARCH 12, 2024

a leading provider of outsourced contact center services, caters to diverse industries with a comprehensive suite of solutions including Sales, Customer Service, Back Office, and Technology Transformation services. Outcome : The adoption of NobelBiz Omni+ resulted in a transformational journey for Leading Edge Connections.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

NICE inContact

APRIL 3, 2019

As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector.

Morale 55

Morale Government contact center solutions Contact Center 55

Xaqt

JANUARY 15, 2021

Paul Stockford of Saddletree Research, a leading analyst firm in the Contact Center industry, published today a Research Brief covering Xaqt's AI powered Vaccination Communication and Scheduling automation platform. Please contact Chris Crosby at chris@xaqt.com for questions or further commentary.

Virtual Agent 40

Virtual Agent Government Contact Center Chatbots 40

8x8

APRIL 7, 2017

Last week at Enterprise Connect in Orlando, we surveyed more than 200 attendees to uncover their use of team collaboration tools and their thoughts on contact center solutions. Do any functional teams in your organization have a need for basic contact center functionality? It’s all about ease of use.

Enterprise 48

Enterprise contact center solutions Contact Center Government 48

CSM Magazine

OCTOBER 6, 2020

Dedicated voice specialist, Red Box , today announced a new integration partnership with RingCentral , a leading provider of global enterprise cloud communications, collaboration, and contact center solutions.

Strategic Value 52

Strategic Value Enterprise Government Healthcare 52

Outsource Consultants

FEBRUARY 14, 2022

I wish I could change the rising cost of doing business with contact centers in my country. However, organizations looking to keep their call centers close to home can find lower-cost options in certain regions. This word speaks to how long I’ve been a first-rate contact center outsourcing option. The Philippines.

outsourcing 67

outsourcing Contact Center Call Center Government 67

USAN

MARCH 22, 2022

Without a CX assessment, your efforts to implement CX innovations and technologies could be hurt by security concerns, government regulations, and other risk factors outside your company. USAN’s cloud contact center solutions can help you achieve your customer experience goals. Reach out today to learn more.

Government 52

Government contact center solutions Cloud contact Customer centricity 52

MicroAutomation

MAY 4, 2022

Professionals in business or government are constantly on conference calls or speaking with clients where it is important to have precise notes on what was said. Unfortunately, it is almost impossible to take good notes while participating or conducting an important meeting.

Government 94

Government contact center solutions Contact Center 94

Serenova

APRIL 12, 2019

With more contact center exhibitors, sessions, speakers—and buzz— than ever before, the benefits of the cloud were celebrated, deconstructed and debated. So, for those contact centers that have not yet made the move, as well as for those that have already migrated to cloud technology, the questions is: Why?

Enterprise 40

Enterprise contact center solutions Cloud contact Contact Center 40

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. Successfully integrating real-time call monitoring in your contact center requires a well-thought-out strategy.

Call Center 52

Call Center Coaching Contact Center Metrics 52

ConvergeOne

JULY 20, 2021

This is everybody’s responsibility, from government entities, companies, suppliers, and ultimately the customers. Five Steps Toward Proactive Cybersecurity for Contact Centers. Solutions for Cloud and the Risks That Come With It. I guess that old sayings can be changed.

Education 113

Education Enterprise Government Healthcare 113

Avaya

OCTOBER 2, 2017

They’re starting with their contact center operations, where they have accumulated customer data—the most valuable asset of any organization—and are looking at how new technologies can enhance the customer experience and add revenue.

Technology 43

Technology Telecommunications Government contact center solutions 43

Enghouse Interactive

MARCH 5, 2020

Schools are being forced to shut and governments are mandating that businesses implement strategies to help limit the risk to their employees, and the rest of their citizens. Choose one to replace your usual handshake. Globally, people are changing the way they interact, as new cases of Coronavirus (Covid-19) are announced daily.

Government 43

Government contact center solutions Education Technology 43

3CLogic

JANUARY 24, 2024

As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’ s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space. Why should you consider using AI in your contact center?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

ConvergeOne

JULY 20, 2021

This is everybody’s responsibility, from government entities, companies, suppliers, and ultimately the customers. Five Steps Toward Proactive Cybersecurity for Contact Centers. Solutions for Cloud and the Risks That Come With It. I guess that old sayings can be changed.

Education 52

Education Enterprise Government Healthcare 52

Enghouse Interactive

JULY 16, 2021

A growing number of organisations are moving their contact centre infrastructure to the cloud. Across a whole range of industries, from housing and local government to retail and financial services, they are benefiting from greater flexibility and increased cost-effectiveness.

Government 74

Government Cloud contact outsourcing CRM 74

CSM Magazine

APRIL 13, 2023

a leading, cloud-native, contact center customer experience insight and action platform provider, announced key findings such as, more than 40% of contact center decision makers report having limited success with their CCaaS migration efforts. Advanced analytics and automation bridge gaps for improved business outcomes.

Cloud contact 52

Cloud contact Contact Center Consulting Consulting 52

NobelBiz

MAY 2, 2022

In this article, we explore the nature, functionality, and benefits of call routing for call routing for contact centers. What is call routing in a call center and how does it work? The call distribution technique, like the queueing process, is governed by your rules.

Contact Center 52

Contact Center Interactive Voice Response Wait times Telecommunications 52

Enghouse Interactive

MAY 25, 2020

Governments focusing on confidential treatment of all sensitive policy and program development information. Emerging Companies securing their innovations and first-mover competitive advantage.

Healthcare 40

Healthcare Best practices Government Enterprise 40

Outsource Consultants

JANUARY 19, 2023

This rapid expansion has shocked experts and drawn the eye of many looking for less expensive contact center solutions. With this economic prosperity at hand, the South African government has developed a plan to end poverty within its borders by 2030. Chief among their claims to fame is their contact center agent pool.

outsourcing 67

outsourcing Government Call Center Telecommunications 67

Cisco - Contact Center

NOVEMBER 17, 2020

By July 2020, contact center usage in banking across the US was up by about 6% and mobile usage was up by about 8%, compared to December 2019. This will undoubtedly lead to more traffic to your call center. But what if you could get a more holistic view of your customers’ experiences before they arrive at your contact center?

Customer Experience 75

Customer Experience Contact Center Government contact center solutions 75

Hodusoft

FEBRUARY 8, 2024

Traditionally, the majority of clients of MSPs used to be small and midsize businesses (SMBs), government agencies, not-for-profit organizations, and other organizations that don’t have a dedicated in-house IT team. But now, larger and well-established businesses are using the specialized services of MSPs. Read on and thank us later.

Contact center software 52

Contact center software Contact Center Multi-channel support Analytics 52