SharpenCX

OCTOBER 13, 2021

Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue. Trend One: Stay Agile with Remote Workforce Management.

Contact Center 128

Contact Center Technology Coaching Analytics 128

TechSee

OCTOBER 9, 2018

A day in the life of a Millennial. Ashley rolls over, checks her Fitbit Ionic to see the quality of REM sleep she experienced last night, and reaches for her iPhone to scan her messaging apps and social networks. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo. Sounds exhausting?

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Hodusoft

MAY 17, 2024

This blog post covers everything from what is Computer Telephony Integration (CTI for short), history and evolution of CTI, how CTI works, benefits of CTI, types of CTI, features of CTI, and how to handpick the right CTI. History and Evolution of CTI How Does CTI Work? What Is Computer Telephony Integration (CTI)? What Is CTI?

Interactive Voice Response 52

Interactive Voice Response CRM Contact Center Call Center 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Call Design

JUNE 29, 2020

The success of your contact centre relies on the strength of your agents and management teams. The success of your contact centre relies on the strength of your agents and management teams. Finding the right people to fill your agent positions can make or break your customer service operations. Find the Right Talent.

Management 202

Management Coaching Consulting Consulting 202

Connect

DECEMBER 11, 2023

While the rapid development of generative AI platforms will certainly eliminate the need for agents to perform numerous customer service tasks, rather than displace them, this advanced technology will emerge as their saviour and benefit operators in the long run. Offloading tasks from agents. Shifting the status quo.

Technology 92

Technology Average Handle Time Cloud contact First call resolution 92

Cisco - Contact Center

FEBRUARY 18, 2020

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I I need to modernize my customer and agent experiences to remain competitive.”. “I Do These Challenges Sound Familiar? Do These Challenges Sound Familiar? You’re not alone!

Contact Center 119

Contact Center Enterprise Self service contact center solutions 119

Fonolo

JUNE 13, 2023

If you leave callers on hold, your agents will hear the complaints and your social media timeline will show angry tweets. Sure, hiring more agents will reduce wait time, but agents are expensive! By staffing to peak volume, you create excess agent capacity at other times. What can a call center manager do?

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

AWS Machine Learning

APRIL 9, 2024

In this post, we discuss two new features of Knowledge Bases for Amazon Bedrock specific to the RetrieveAndGenerate API: configuring the maximum number of results and creating custom prompts with a knowledge base prompt template. For instructions to create one, see Create a knowledge base.

APIs 109

APIs Engineering Healthcare Education 109

SmartAction

JUNE 30, 2023

To understand this better, let’s look at an example. Gradient Text How to Create a Great Customer Experience Creating a great customer experience is not a random occurrence; it requires proactive planning and coordination of all the moving parts, including the product or service, location, surroundings, and staff.

Customer Experience 85

Customer Experience Customer Service Virtual Agent Self service 85

AWS Machine Learning

NOVEMBER 17, 2023

From enhancing the conversational experience to agent assistance, there are plenty of ways that generative artificial intelligence (AI) and foundation models (FMs) can help deliver faster, better support. With fully managed agents, you don’t have to worry about provisioning or managing infrastructure.

APIs 83

APIs Customer Service Construction Analytics 83

JustCall

APRIL 3, 2024

They are tireless assistants handling manual dialing while your agents focus on closing sales or generating leads. With auto dialers, your agents can effortlessly connect with live prospects, avoiding busy signals or voicemails. It gives 5x results by optimizing connections (intelligent routing) and decreasing agent idle time.

Sales 52

Sales CRM Scripts APIs 52

Global Response

JANUARY 22, 2024

Let’s take a look at their history and how they’ve developed over the past 80 years to see just how far we’ve come. This allowed businesses to filter inbound calls and assign them to different agents. And, of course, the internet drastically changed how customers interact with companies.

Call Center 62

Call Center outsourcing Interactive Voice Response voip 62

AWS Machine Learning

NOVEMBER 13, 2023

Solution overview To demonstrate our solution, we have set up an Amazon Kendra index (composed of the AWS online documentation for Amazon Kendra , Amazon Lex , and Amazon SageMaker ), a LangChain agent with an Amazon Bedrock LLM, and a straightforward Streamlit user interface. Deploy an Amazon Kendra index in your AWS account.

Accountability 90

Accountability Enterprise Customer Experience 90

Fonolo

JUNE 3, 2021

If you’re in the market for call-back technology, cloud-based call-backs are your best bet. For this reason, businesses may hesitate to use call-back technology, especially tools that are cloud-based. Then they can choose to press ‘1’ to receive a call-back when an agent is available, so they don’t have to wait on the line.

Technology 136

Technology Abandon rate Interactive Voice Response Call Center 136

Fonolo

SEPTEMBER 7, 2021

Interactive Voice Response (IVR) is the process of routing callers to specific live agents or departments by asking for input based on pre-recorded messages. Modern IVR software functionality can require manual keypad input or voice response, which can steer the caller towards the best live agent or department to resolve their issue.

Interactive Voice Response 158

Interactive Voice Response Scripts Call Center Abandon rate 158

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. The theory goes that a shorter AHT is a helpful indicator of agent productivity because the more interactions agents handle, the more customers they serve. Improve AHT in 5 Easy Steps 1.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

SharpenCX

NOVEMBER 23, 2021

As you prepare for the new year, you’re setting goals and thinking through how to get ahead of your competitors. Discover how you can continue to deliver the best customer experience and how you can better lead your call center. Gather insights from the following articles on how you can grow and develop. .

Customer Service 128

Customer Service Morale Contact Center Call Center 128

SharpenCX

OCTOBER 6, 2021

So, step one to running a more effective contact center is focusing on your agents, first. So, step one to running a more effective contact center is focusing on your agents, first. How can you make your contact center more efficient and also keep agents engaged? You’re under a lot of pressure to keep things optimized.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Fonolo

DECEMBER 15, 2020

Businesses and contact centers that create resiliency can anticipate, react, and recover faster and more comprehensively than those that don’t. This chart from hbr.org shows you how that plays out in a crisis event: The Six Principles of Resilient Systems. It means creating buffer systems and fail-safes against unexpected failures.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

Talkdesk

SEPTEMBER 4, 2020

However, the COVID-19 pandemic is forcing us to rethink how financial institutions will endure this sudden change and what the new normal will be. Through the use of APIs, an entire ecosystem of pre-vetted banks and third-party providers is integrated, allowing a company to serve its customer base better and faster.

Banking 114

Banking Contact Center APIs Cloud contact 114

Fonolo

DECEMBER 8, 2020

“I was surprised by how many call centers were unprepared for the move to work from home. I don’t want to make light of a difficult situation, but all the managers and executives who had for years pushed back on moving to the cloud found themselves in a really tough place.” ” — Thomas Laird , CEO, Expivia. .”

Contact Center 154

Contact Center Benchmark Technology Wait times 154

Fonolo

MAY 27, 2021

However, you can’t know the specifics around an agent’s satisfaction levels without asking them about it. That’s why agent engagement surveys are so important. What is the Purpose of an Agent Engagement Survey? Agent engagement surveys help you reach the end goals of better profits and agent performance.

Call Center 136

Call Center Surveys Coaching Best practices 136

JustCall

JANUARY 24, 2024

What’s broken for sales and support teams today Consider any of the following scenarios and tell us if they sound familiar: Your sales reps and support agents spend a large chunk of their time on after-call work (ACW) , such as logging in activity in your CRM manually or — wait for it — they skip it altogether!

Real estate 69

Real estate CRM Customer emotions Coaching 69

AWS Machine Learning

JANUARY 26, 2024

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications.

Best practices 118

Best practices Government Engineering Accountability 118

Call Experts

OCTOBER 5, 2023

However, not all contact centers are created equal. Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Outsource Consultants

DECEMBER 21, 2023

We’ve written extensively about how BPO partners are changing the industry. Consider how financial services companies are transforming their operations – institutions can now route credit approvals in seconds, not days, digitize and process physical forms rapidly, and reduce the risk of human error at scale.

Call Center 67

Call Center Virtual Agent outsourcing Upselling 67

AWS Machine Learning

AUGUST 30, 2023

In this post, we introduce the new Generative AI features for QnABot and walk through a tutorial to create, deploy, and customize QnABot to use these features. Powered by Amazon Lex , the QnABot on AWS solution is an open-source, multi-channel, multi-language conversational chatbot. We also discuss some relevant use cases.

Self service 98

Self service APIs Transportation Contact Center 98

Cisco - Contact Center

FEBRUARY 1, 2021

Join renowned contact center industry analyst Sheila McGee-Smith and Cisco Contact Center VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contact center platform of the future, and how Webex Contact Center delivers these. A Next-Generation, Cloud-Based Platform.

Contact Center 112

Contact Center Transportation Customer Experience Wireless 112

Cisco - Contact Center

AUGUST 3, 2020

Cloud Agility. It’s powered by the public cloud, making it highly scalable, flexible, secure, and agile. It uses artificial intelligence and data insights to power contact center performance, and empower agents with greater knowledge and context, enabling them to deliver enriched and more meaningful engagements with their customers.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

SharpenCX

MARCH 24, 2021

If you want to keep up with the Joneses, you may have heard joining the fleet of cloud call centers is on the radar of most customer service leaders. overall but CIO spending on cloud platforms will accelerate. But finding the best cloud software for your call center’s needs can feel daunting. tech investment will drop 1.5%

Call Center 67

Call Center Technology Customer Service call center software 67

Nicereply

NOVEMBER 16, 2022

Every professional has a set of tools they rely on to work better and accomplish their goals more efficiently. This includes purely support-focused tools —like your ticketing software—as well as other productivity tools that will help you be better at your job. Which are the best? Critical tools for every customer support manager.

Management 98

Management Analytics Feedback Surveys 98

Calltools

APRIL 3, 2024

It’s very difficult to remain competitive until you have managers, agents, tools, and strategies working together to improve every customer’s experience. It’s very difficult to remain competitive until you have managers, agents, tools, and strategies working together to improve every customer’s experience.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

AWS Machine Learning

MAY 9, 2024

This post, along with the Cloud Adoption Framework for AI/ML and Well-Architected Machine Learning Lens , serves as a guide for implementing an effective AI/ML CoE with the objective to capture generative AI’s possibilities. As maintained by Gartner , more than 80% of enterprises will have AI deployed by 2026. What is an AI/ML CoE?

Government 101

Government Best practices Benchmark Metrics 101

Global Response

JULY 17, 2023

But how does outsourcing actually save you money? For example, you’ll need to manage an in-house HR team, as well as managers, QA agents, team leads and so on—and of course, all of the salaries and labor costs associated with those roles as well. To some degree, it depends on what you outsource.

Call Center 62

Call Center outsourcing Upselling Self service 62

NobelBiz

APRIL 23, 2024

Table of Contents What is a Debt Collection Agency and How does it Work? Table of Contents What is a Debt Collection Agency and How does it Work? The debt collection industry is undergoing a major shift. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94