Enghouse Interactive

SEPTEMBER 1, 2020

In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. This blog will continue that exploration with some insight into some of the benefits we’ve seen in organizations that have implemented Self-Service.

Self service 79

Self service Contact Center Chatbots First call resolution 79

DMG Consulting

MARCH 30, 2021

Contact Centers’ Digital Transformation Has Only Begun. It was a brute force exit from the office, but contact centers were highly effective in getting their folks home and back online so they could be available to assist their companies’ customers and prospects. NEXT ACT FOR CONTACT CENTERS.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Consistently, organizations overestimated satisfaction with online assistants/chatbots and IVR by 9 and 7 points, respectively. 2) Create forms to complete ongoing evaluation.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

TechSee

APRIL 21, 2021

These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI is moving forward rapidly, with contact center AI software continuously evolving and dramatically improving, and ultimately delivering more value. .

Call Center 136

Call Center Contact Center Self service call center solutions 136

DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. 2022 Top Contact Center Priorities/Goals.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

Enghouse Interactive

JUNE 9, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Well, maybe that’s not an accurate statement.

Contact Center 97

Contact Center Self service Chatbots CRM 97

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

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

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. who interact with them. By Donna Fluss.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

SEPTEMBER 20, 2021

Contact Centers’ Road Map to Success in the New Normal. Contact Centers Moving Forward at an Accelerated Pace. The pandemic has also accelerated the attitudinal shift of consumers toward self-service and digital channels as their preferred modes for service. May 25, 2021 Donna Fluss.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

8x8

OCTOBER 25, 2017

All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. If you took the time to dig into legacy contact center technology (yeah right, who does this?), But where to start?

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow.

Quality management 40

Quality management Management Scripts Call flow 40

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. For most contact centers, the cloud means increased security.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Enghouse Interactive

MAY 21, 2019

Enghouse Interactive Educates – #2 in a series. Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how?

Quality management 40

Quality management Management Scripts Call flow 40

DMG Consulting

SEPTEMBER 24, 2021

This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. IA BENEFITS THE CONTACT CENTER.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

Enghouse Interactive

MAY 27, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Well, maybe that’s not an accurate statement.

Contact Center 52

Contact Center Self service Chatbots CRM 52

JustCall

NOVEMBER 24, 2022

I wish all contact center employees were like them.” ” Feedback like this for your call center agents is a step closer to achieving quality assurance call center goals in your call center management strategy. This is the essence of a call center quality assurance.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

DMG Consulting

APRIL 13, 2022

This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. IA Benefits The Contact Center.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

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

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Artificial Intelligence (AI) and Unified Communications (UC or UCaaS) are becoming integral to every contact center, with different benefits from each. AI-Enabled Self Service (34.8%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

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. Customers now expect: Their time be valued.

Self service 76

Self service Contact Center Benchmark Chatbots 76

DMG Consulting

JULY 19, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The market desperately needs new self-service technology that is more accurate, personalized and responsive to customers’ needs,” said Donna Fluss, President of DMG Consulting. “The

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Enghouse Interactive

OCTOBER 4, 2019

Organizations with Contact Centers are in an enviable position – each and every day, they gather customer data that is constantly refreshed and upgraded. Visit us at kiosk #507 to find out how. Click here for discounted tickets! When you think about it, they are getting a steady stream of new information from an unbiased focus group.

Contact Center 40

Contact Center contact center solutions Customer Experience Marketing 40

Enghouse Interactive

OCTOBER 13, 2020

They need to aggregate data from across the complete spectrum of CX activities, from online with context-aware assistance, to chat and messaging solutions using chatbots and live agents, to voice with intelligent IVR, and email with linguistic routing and intelligent auto-response and finally to analytics with AI insights.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

JULY 29, 2021

Who hasn’t heard “This call may be monitored or recorded for quality assurance purposes”? As a normal order of business, most contact center calls, whether inbound or outbound (via proactive dialer or manually dialed), should now be recorded. AI is rapidly being applied in all areas of the contact center.

Scripts 96

Scripts Contact Center Benchmark CRM 96

Enghouse Interactive

JULY 7, 2021

Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Enghouse Interactive

JANUARY 13, 2021

will have extended Teams to their contact center for voice and 31.1% Video enablement: either use internally to manage remote agents, or externally for communications with customers. 43% using video for customer interactions, and 67.2% say video is vital for managing remote employees. Microsoft Teams: 34.8%

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

OCTOBER 27, 2021

Your Biggest Contact Center Challenge? Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome. Figuring Out What Customers Are Telling You. From digital natives to boomers. Anyone with a cell phone and an app, everyone expects more.

Upselling 83

Upselling Contact Center Analytics Surveys 83

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. HoduCC – Contact Center Software.

Contact center software 40

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

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

Enghouse Interactive

OCTOBER 19, 2020

Doing so, will transform your contact center from a cost-center into a revenue generator. Watch for our next blog on October 22nd: Key Learnings from our Webinar with Kate Legget of Forrester. Help make sure your organization delivers the customer experience that exceeds their expectations.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Talkdesk

MAY 6, 2020

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs. One “throat to choke” for all service issues.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

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

Enghouse Interactive

JUNE 11, 2021

In today’s business environment, organizations must adjust to rapidly evolving realities, quicker than ever before. To do so, organizations must quickly assess situations as they arise, anticipating emerging needs while also meeting current expectations. The Upside?

Feedback 105

Feedback Technology Customer Experience Customer Service 105

Expivia

JULY 21, 2021

Get familiar with the latest contact center technologies, and become a world-class contact center when you implement them by reading this post. . 10 Advanced Call Center Technologies World-Class Centers Use. The following call center technologies may seem very advanced for legacy contact centers.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

NICE inContact

AUGUST 6, 2019

1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. Some specific examples are: A customer calls the contact center with a billing issue.

Interactive Voice Response 63

Interactive Voice Response Contact Center Self service Best practices 63