Interactions

SEPTEMBER 8, 2023

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. Our AI is developed specifically for contact centers. We play nice with others. Guess what?

Customer Service 62

Customer Service Self service Contact Center Banking 62

MiaRec

JULY 14, 2023

Contact centers in the Financial Services Industry (FSI) are responsible for their institution’s reputation. How can adopting a Voice Analytics solution help them meet customer expectations and compliance requirements?

Analytics 81

Analytics Contact Center 81

JustCall

AUGUST 8, 2023

Service industries across the world are facing an AI and automation overhaul. Contact centers are a great example of how technology can be used to make jobs more efficient. Previously, contact center agents had to physically dial multiple numbers every day. This minimizes wait times and increases customer satisfaction.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

Ansafone

APRIL 22, 2022

While maintaining a successful business, it’s important to prioritize the needs of customers and keep up with how they may evolve over time. That’s why it’s helpful to provide a variety of options for customers. The answers is outsourcing with multi-channel contact center services. So what exactly does this entail?

Contact Center 62

Contact Center Customer Experience outsourcing Call Center 62

JustCall

MARCH 9, 2023

Providing delightful customer service is as necessary as the quality of your services or products. As per Shep’s ACA 2022 study Top 6 Contact Center Features Every contact center solution provides plenty of features to enhance contact center functionality.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Contact center software 52

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Call Experts

JUNE 15, 2023

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. We rely heavily on these essential services, from electricity and water to telecommunications and internet services. The rise of contact centers for utilities marked a significant shift in customer service and support.

Contact Center 52

Contact Center Customer Service Self service Call Center 52

SharpenCX

MAY 27, 2021

trillion in annual losses from bad customer service. And 82% of customers have stopped doing business with a company because of their bad customer experience. . Statistics like these make almost every customer service leader shudder (the good ones, at least). Companies see more than $1.6 What’s more?

Contact Center 67

Contact Center Customer Service Interactive Voice Response Chatbots 67

SharpenCX

MAY 12, 2020

Back in college, I took a customer service job one summer working in a call center for a nationwide moving service. Contact center agents are the primary touchpoint your customers have with your company. To help your agents support a positive customer experience, training has to extend past initial onboarding, too.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

DMG Consulting

OCTOBER 2, 2023

The report defines generative AI and explores in-depth how contact centers and customer service organizations can utilize it to achieve their essential goals. Generative AI has the potential to transform contact centers and customer service departments as we know them today,” says Donna Fluss, President of DMG Consulting LLC. “It

Consulting 59

Consulting Consulting Contact Center Customer Service 59

Concentrix

NOVEMBER 29, 2019

Our partnership was recognized for Innovation in Customer Service from ECCCSA thanks to an industry-disrupting solution. The post Innovation in Customer Service Wins Concentrix European Contact Centre & Customer Service Award (ECCCSA) appeared first on Concentrix.

Customer Service 89

Customer Service 89

Advantage Communications

MARCH 30, 2023

Outsourcing customer service programs can provide businesses with numerous benefits, from cost savings to improved customer satisfaction and retention.

Contact Center 52

Contact Center Customer Service outsourcing 52

Noble Systems

JUNE 26, 2020

The term “Cloud IVR” refers to the availability of IVR functionality via a Service platform. Interactive Voice Response (IVR) is an automated system generally used by contact centers that answers incoming calls and then interacts with callers via recorded prompting to gather information. IVR Use in the Call Center .

Interactive Voice Response 98

Interactive Voice Response Contact Center Technology Real estate 98

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification?

CRM 82

CRM Contact Center APIs Customer Service 82

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification?

CRM 82

CRM Contact Center APIs Customer Service 82

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

SharpenCX

MAY 26, 2020

It’s common for some business leaders to view their contact center teams as an afterthought. This isn’t helped by contact centers’ notoriously high turnover rates. And sometimes, customer service teams are written off because the staggering turnover rates make execs think it’s a lost cause to invest in agents.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

Contact Center Pipeline

MAY 1, 2020

However, a snap poll conducted during a recent Gartner cohort of over 50 service and support leaders showed that only 15% have been able to move 100% of their staff to working from home. Work from home is the most effective form of workplace social distancing, as advised by governments and public health organizations. That […].

Contact Center 241

Contact Center Government Customer Service Call Center 241

CSM Magazine

DECEMBER 5, 2022

Spectrum is a leading cable TV, internet, telephone, and wireless services company. Here we look at Spectrum’s customer service performance and contact details. Spectrum customer service is quite highly rated, with support professionals who are knowledgeable and responsive. Examples of poor service.

Customer Service 52

Customer Service Wireless Telecommunications Accountability 52

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

CustomerServ

OCTOBER 19, 2022

Since the dawn of direct-to-consumer retail, customer service has separated leading retailers from laggards. As retail matured and transitioned from brick-and-mortar to online, the contact center’s role in the customer lifecycle gained increasing importance.

Best practices 62

Best practices Contact Center Customer Service 62

Win the Customer

OCTOBER 12, 2018

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . Customers have begun to use, and in some cases even prefer, non-agented interactions,” says Ian Jacobs, principal analyst at Forrester.

Cloud contact 98

Cloud contact Self service Contact Center contact center solutions 98

LiveVox

AUGUST 25, 2022

89% of consumers are more likely to make another purchase after a positive customer service experience. In order to improve customer service in your contact center, you need to focus on creating a positive relationship with your customers.

Contact Center 52

Contact Center Customer Service Customer Experience 52

Win the Customer

JANUARY 1, 2014

It’s difficult to catch decision makers at their desks most of the year, but this doesn’t mean that you can forget customer service when you contact customers. Call Center Communication Customer Service Contact Center Holidays skills' Look, I know how you feel.

Customer Service 122

Customer Service Contact Center Call Center 122

LiveVox

JANUARY 14, 2022

Providing excellent customer service should always be one of the top priorities of any contact center. Generally, customers are contacting a company to either make a complaint or resolve an issue.

Contact Center 78

Contact Center Customer Service 78

Concentrix

NOVEMBER 28, 2018

27, The post Concentrix Wins European Contact Centre and Customer Service Awards (ECCCSA) appeared first on Concentrix. Most Effective Client Program London, UK – Our team in Bulgaria won “Most Effective Improvement Program” at the ECCCSA awards gala in London on Nov.

Customer Service 110

Customer Service 110

Fonolo

APRIL 2, 2019

Key quote: “The Contact Center is going to change more in the next five years than in the last 25.” rowantrollope has a packed house for #AI & the future of the contact center! Vasili Triant, Vice President and General Manager, Cisco Customer Journey Business Unit, Cisco. He has a great opening story about the Pony Express.

Contact Center 78

Contact Center Customer Service Call Center Enterprise 78

Revation Systems

AUGUST 16, 2022

Record growth and continued business development validate Revation’s position as the trusted CCaaS provider for the financial services industry. SAN FRANCISCO–( BUSINESS WIRE )–Revation Systems, a digital Contact Center as a service platform (CCaaS) for highly regulated industries, today announced a new milestone in its momentum.

Banking 62

Banking Contact Center Best practices Technology 62

CCNG

MAY 8, 2024

Customer calls provide invaluable insights into customer experience, call center processes, service quality, and emerging trends within the industry. Speech analytics captures audio data from various customer interactions and utilizes speech recognition to convert spoken words into text transcripts.

Analytics 195

Analytics CCNG Quality management Call Center 195

SharpenCX

DECEMBER 23, 2019

If you don’t deliver good service, customers won’t trust you. Turns out, excellent service is the number one factor that impacts a consumer’s level of trust with your company. Providing a good experience for your customers isn’t about being perfect. Simply put, you build trust through the service you deliver.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107