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

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. An omnichannel customer support center connects customers’ interactions no matter where they take place.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Enghouse Interactive

JUNE 17, 2020

Transform the Contact Center with Microsoft Teams (blog series). This new reality presents the contact center industry with an excellent opportunity to integrate with Teams and provide seamless company-wide collaboration capabilities across their customer’s organizations. Help Customers Help Themselves with Self-Service.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. Self-Service Helps Agents Too. Protect Your Experts with Call Recording and Quality Management.

Self service 52

Self service Contact Center CRM Quality management 52

Monet Software

DECEMBER 21, 2018

February also featured the debut of our YouTube video series “Headcetera,” a lighthearted look at how two contact centers ­– one with workforce management software, one without – face the challenges of forecasting and scheduling. We debuted our new, modern and more responsive company website this month.

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

Enghouse Interactive

SEPTEMBER 1, 2020

In addition to supporting your online web-tools and FAQ, there is also the opportunity to look at establishing a centralized repository of more detailed, specific or even highly technical information that is accessible by customers, contact center agents and technical personnel. your FAQ on steroids.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

OCTOBER 21, 2020

Today, the biggest challenge facing global service organizations and traditional contact centers is delivering a quality of service experience in line with the expectations of the modern customer – one that keeps the customer satisfied and instills loyalty to their brand.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Cisco - Contact Center

AUGUST 18, 2020

To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. Improved Operational Efficiency with Webex Contact Center Analyzer Reports. Welcome to Our Monthly Feature Update Blog Series.

Contact Center 109

Contact Center contact center solutions Analytics Entertainment 109

NICE inContact

JULY 10, 2018

So how can businesses reap the rewards and achieve the most out of an investment in cloud contact center technology? You’ll be looking for a vendor that can provide this as well as who can help you optimize your cloud contact center in these five ways. Deliver omnichannel experiences. Measure performance.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

Enghouse Interactive

JULY 19, 2019

This leading-edge capability and the key informational and performance advantages it brings, will become an integral component of, not only cloud contact centers, but all communications capabilities and business processes. 3 – Challenges that arise when moving to Cloud?

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

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? Your service level and other KPIs are affected as well.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

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. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Enghouse Interactive

JULY 27, 2020

Transform the Contact Center with Microsoft Teams (blog Series). Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. UCaaS, such as Microsoft teams will help speed transition into the future – the future of the contact center.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52