Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. At this pivotal moment, when contact centers are the frontline, we believe video is the next customer experience game-changer.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

CSM Magazine

NOVEMBER 4, 2020

Calabrio’s latest Evolving World of Work report revealed that more than half of contact centres have maintained Quality Management (QM) levels while one third have actually increased their QM evaluations during the pandemic. 4 ways to maximise and future-proof your contact centre.

Self service 52

Self service Analytics Employee engagement Surveys 52

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. Key Factor : Regularly update and validate all info gathered, its accuracy builds customer trust.

Contact Center 52

Contact Center Self service Chatbots CRM 52

Enghouse Interactive

JUNE 25, 2021

If morale is high and agents feel satisfied, then they are more likely to be engaged in their jobs and to deliver a better service. You can’t over emphasise the importance of creating a trusting open culture in which agents feel comfortable coming to their managers if they are having problems, for example. Quality management.

Technology 40

Technology Morale Self service Analytics 40

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. AI-Enabled Self Service (34.8%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Enghouse Interactive

JUNE 17, 2020

Simultaneously, improving collaboration will also decrease the Average Hold Times (AHT) while increasing customer-servicing capabilities, by complementing agents with “always-on” self-service capabilities that increase customer autonomy and satisfaction. Help Customers Help Themselves with Self-Service.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Enghouse Interactive

JULY 7, 2020

In our previous post, under the Helping Customers Help Themselves with Self-Service heading, we alluded to the cross-over benefits for agents that result from Teams enabled applications. Teams complements the contact center resources to help agents provide better levels of service to their customers.

Self service 52

Self service Contact Center CRM Quality management 52

Serenova

OCTOBER 24, 2019

When the cashier refused, the manager stepped in. His reaction was caught on video. The video of the enraged response, which involved screaming obscenities and insults, was posted on Facebook and the incident covered by local media. Tom and Tina Olszewski went to a McDonald’s drive-thru with their 9-year-old son.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

Enghouse Interactive

JANUARY 15, 2021

Examples of how you can achieve this include: Improving the experience you offer by integrating digital channels (such as chat, email and web self-service) into your contact centre, empowering agents with the tools they need to respond effectively to interactions, however customers make contact. Expand channels to embrace video.

Self service 40

Self service CRM Quality management Feedback 40

DMG Consulting

SEPTEMBER 17, 2021

As contact centers underwent this transition, the workforce optimization (WFO)/workforce engagement management (WEM) sector was adapting as well, as a significant amount of R&D and innovation happened over the past 12 months. THE NEXT PHASE FOR WFO: ADAPTING TO THE NEEDS OF DIGITAL TRANSFORMATION. percent, from $1.8

Contact Center 48

Contact Center Enterprise Self service Technology 48

Playvox

JANUARY 13, 2022

This also means remote workers can have equal access to professional development tools such as performance management and training solutions. And when learning management solutions include multimedia training, this satisfies Gen Z’s inclination for video learning. . In fact, many think AI is the future of customer service.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Lots of companies are exploring how to use Artificial Intelligence (AI), Microsoft Teams, Unified Communications (UC), and Video to meet the ever-increasing expectations of their customers, and by extension, how better to engage with their partners, suppliers, and even their own internal people. New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

DMG Consulting

MARCH 12, 2018

Answer: Contact centers of all sizes, including those with 10 – 250 seats, need management tools and analytics that provide transparency into the performance of their department, insights into the voice of the customer, and help to enhance employee engagement. This is where workforce optimization (WFO) suites fit in.

Contact Center 48

Contact Center Gamification Coaching Analytics 48

Enghouse Interactive

JULY 29, 2021

These tools can also translate speech to text, which can be quickly searched to find a specific word or phrase in audio, digital, or video streams, enabling “problem interactions” to be easily located and evaluated. Future-Proofing with Cloud, Teams, and Video .

Scripts 96

Scripts Contact Center Benchmark CRM 96

Enghouse Interactive

FEBRUARY 5, 2021

Unified communication (UC) tools such as Microsoft Teams, which allow staff to work together closely, communicate through chat, voice or video and share documents provide a platform to recreate the positive side of the office, wherever people are working from. Quality management systems. Empower the workforce of the future.

Self service 40

Self service Coaching Chatbots Quality management 40

DMG Consulting

APRIL 16, 2019

The service economy has undergone many changes, all of which benefit from real-time capabilities. However, AI-enabled contact centers are the next phase for service organizations. Another emerging strategy for managing a personalized customer experience is the use of predictive analytics.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Enghouse Interactive

APRIL 30, 2021

The last twelve months have been difficult for everyone working in customer service. As we move forward with new hybrid ways of working, agents, managers and businesses will face fresh challenges. How can they successfully navigate these changes and deliver service that delights customers, while retaining and nurturing staff?

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

Enghouse Interactive

OCTOBER 27, 2021

Whereas Surveys, NPS, and CSAT scores only give a partial picture, listening to the Voice of the Customer across voice, video, SMS, text, and social media, is imperative to developing the most complete understanding of the issues that the organization should be immediately acting on.

Upselling 83

Upselling Contact Center Analytics Surveys 83

AWS Machine Learning

JULY 29, 2022

A data mesh architecture strives to solve these technical and organizational challenges by introducing a decentralized socio-technical approach to share, access, and manage data in complex and large-scale environments—within or across organizations.

Government 77

Government Banking Analytics Accountability 77

Enghouse Interactive

JULY 10, 2018

Provide simple digital self-service touch points. With the rise of rise digital technologies members are looking to self-service first. In both cases, providing simple web self-service options is in the best interests of the business and ultimately the members. Use images and Videos.

Self service 40

Self service CRM Contact Center Analytics 40

Serenova

JULY 21, 2020

Video is now everywhere , providing a comfortable work communication medium that is relied on for all manner of business-critical use cases, competitive differentiation and even new revenue streams. Today, we are enhancing contact center agents’ ability to fully engage with customers by bringing video to the cloud contact center.

Contact Center 90

Contact Center Analytics Technical Support Healthcare 90

Enghouse Interactive

JULY 7, 2021

While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy. Manages by exception, usually voice only. How do you make sure? Harried Analog Supervisors. Relies on a limited, randomized approach. Evaluations are prone to bias and inconsistency.

Scripts 52

Scripts Coaching Contact Center Call Center 52

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

Serenova

JULY 21, 2020

Video is now everywhere , providing a comfortable work communication medium that is relied on for all manner of business-critical use cases, competitive differentiation and even new revenue streams. Today, we are enhancing contact center agents’ ability to fully engage with customers by bringing video to the cloud contact center.

Contact Center 52

Contact Center Analytics Technical Support Healthcare 52

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

SEPTEMBER 10, 2020

Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Proactive Outbound Engagement + Self-Service = More Success.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Enghouse Interactive

MAY 2, 2022

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contact center solutions 76

contact center solutions Self service Quality management Interactive Voice Response 76

Enghouse Interactive

MARCH 23, 2022

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contact center solutions 76

contact center solutions Self service Quality management Interactive Voice Response 76

Enghouse Interactive

FEBRUARY 25, 2022

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contact center solutions 75

contact center solutions Self service Quality management Interactive Voice Response 75

Talkdesk

FEBRUARY 5, 2021

Video commerce. One of the ways retailers are getting creative with online commerce is through video. Retailers at NRF shared that social media and video have become key channels not just for their marketing teams, but also for their associates. . At the end of the day, people don’t buy stuff. They buy experiences. .

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience 72

Customer Experience contact center solutions Morale Self service 72

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Constant Learning Improves AI Recommendations.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Upstream Works

JANUARY 25, 2022

At the foundation of digital transformation for contact centers are the blending of human and self-service automated engagements to provide a continuous omnichannel CX. Successful digital transformation for contact centers translates into servicing customers on digital channels, allowing them to choose how they interact.

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78