CSM Magazine

DECEMBER 18, 2021

In this last year, many call centers have struggled with leaders and agents leaving their positions at an alarming rate. Many call centers are finding that hybrid arrangements need constant care and attention. As the new workplace evolves, so does the scope of employee call center training. Schedule Hybrid Arrangements.

Call Center 52

Call Center Journey mapping Self service Contact Center 52

SmartAction

DECEMBER 3, 2020

Medical resources and staff are being diverted to help with testing and treatment of patients diagnosed with the coronavirus. Healthcare agencies and public health organizations are seeing a drastic uptick in the number of calls to their contact centers. Conversational AI in the Age of COVID. Want to learn more?

Virtual Agent 74

Virtual Agent Healthcare Self service APIs 74

SmartAction

OCTOBER 19, 2022

Conversational chatbots are one of the top market disruptors in call center automation. Beginning in 2017, the use of chat bots in call centers grew in popularity and became widely utilized. In other words, businesses introduce chatbots and then tend to neglect them, as resources are reassigned to other key projects.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

ChurnZero

APRIL 22, 2022

Highlight a new feature tutorial or a knowledge base resource to guide customers to success. Customers can tick off assigned tasks, such as watching a webinar or completing a training course. Create a dedicated space for collaboration and learning with Success Centers. digital versus high-touch ) and lifecycle phase (e.g.,

Accountability 52

Accountability Consulting Consulting Best practices 52

CX Global Media

FEBRUARY 26, 2019

The Contact Center Virtual Summit is a 3-week contact center event and the world’s largest virtual contact center conference. Taking place from May 19 th through June 2 nd , this event features a focus on frontline agent performance during the entire contact center agent life cycle.

Contact Center 56

Contact Center Coaching Employee engagement Call Center 56

Monet Software

OCTOBER 22, 2018

At Monet we are constantly reviewing the UI aspect of our contact center solutions, to make sure they provide a user-friendly experience and allow managers and agents to efficiently complete their daily tasks. Looking for blogs, demos, whitepapers, webinars or case studies? You’ll find them all here as well.

contact center solutions 48

contact center solutions Contact Center Quality management Feedback 48

Quiq

JANUARY 21, 2021

Share This Story Chatbots have become very popular because they save time and resources by automating customer support services. Chatbots are the always-on extension of your contact center. See a Demo Today. We’ve seen our share of bots go to work within organizations. Fast Responses.

Chatbots 52

Chatbots Customer Service Surveys Contact Center 52

Quiq

JANUARY 21, 2021

Share This Story Chatbots have become very popular because they save time and resources by automating customer support services. Chatbots are the always-on extension of your contact center. See a Demo Today. We’ve seen our share of bots go to work within organizations. Fast Responses.

Chatbots 40

Chatbots Customer Service Surveys Contact Center 40

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. Before we go any further, I do want to thank Talkdesk for sponsoring the webinar series, and helping us to make this happen.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

aircall

OCTOBER 25, 2018

Demo videos. But even if you don’t have the technological resources to create a content library within your sales software, a basic Google Sheet organized by content type and funnel stage can help for now. Consistent contact with the sales team is essential to success. Integration articles. ROI reports. Competitive comparisons.

Sales 75

Sales B2B Outbound sales SaaS 75

REVE Chat Blog

MAY 28, 2020

You can define a call to action in your email templates you are following such as sign up to a webinar, update their profile page, etc. You must put efforts to wake the sleeping contacts in your mailing list and try to re-activate them back again with re-engagement email campaigns. Re-engage with the customers.

Feedback 90

Feedback Education Personalization Marketing 90

SmartAction

APRIL 4, 2023

In fact, it’s the most rapidly evolved technology in the contact center today. AI-powered solutions will make interactions much more efficient by “seeing” patterns that people can’t easily recognize, applying resources and the responsive information that’s most valuable.

Virtual Agent 87

Virtual Agent Chatbots Self service Banking 87

SmartKarrot

MAY 23, 2022

Customer education is a profit center and needs to be taken seriously to add value to the organization. The goal is to share skills, knowledge, resources, and attitudes with customers to help them reach their goals. contact-form-7]. Customers can access these training resources for a limited time. Subscription Plans.

Education 10

Education SaaS B2B Service level 10

3CLogic

NOVEMBER 27, 2023

Voice AI can provide support to contact centers in the form of real-time transcription of calls, detecting the tone of a request, and quality analysis for each and every interaction through Natural Language Understanding (NLU), machine learning, and automations. Voice AI automates a lot of what a contact center manager does in a day.

Customer Experience 59

Customer Experience Contact Center Self service Cloud contact 59

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

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). But with so many options available, how do you choose the right one?

call center software 98

call center software Call Center APIs Contact Center 98

Enghouse Interactive

SEPTEMBER 20, 2021

Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. Contact Center Solutions. of successful organizations that have deployed a single-source solution for both Unified Communications and their Contact Center. Single-Sourced. Always Accessible.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

Balto

DECEMBER 5, 2022

Running a contact center in the healthcare space isn’t an easy task. However, call centers can find cost savings, efficiencies, and more when using modern software solutions. In this piece, we’ll provide you with insights into everything you need to know about healthcare contact center software.

call center software 52

call center software Healthcare Call Center Contact center software 52

Uniphore

JANUARY 4, 2022

Get a Demo. Get a Demo. Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. Moni is a firm believer that time is a resource that companies in high-growth mode cannot afford to waste. CX and Contact Center Leaders. Case Studies.

Enterprise 126

Enterprise Customer retention Engineering Analytics 126

JustCall

MARCH 29, 2022

In this comprehensive guide, we will cover every aspect of sales automation and how a sales contact center can leverage automation to achieve more. During the initial period, teams dealing in automation and the support staff should stay in close contact with each other. What is Sales Automation? Aces time management.

Sales 52

Sales Interactive Voice Response Contact center software CRM 52

Totango

NOVEMBER 7, 2019

In a customer-centered economy, where a lot of revenue growth occurs within the established customer base, churn is a big problem. Changes to key stakeholders at organization: If a customer has been communicating through a single point of contact and their organization experiences a change in management, that customer may churn.

Best practices 83

Best practices Education Enterprise Management 83

Enghouse Interactive

SEPTEMBER 3, 2021

Contact Center Solutions. of organizations that have deployed a single-source solution for both Unified Communications and their Contact Center, drove revenue increases of 52.8% Increases Operational Agility. Easily engage with appropriately skilled resources wherever they may be.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

ChurnZero

JANUARY 17, 2020

Factors like usage, account health or their position in the customer journey, enable Plays to target customer contacts with the right messaging at the right time. The command center has been extremely helpful to keep track of tasks and pending tasks. The command center helps prevent any tasks slipping through the cracks.” .

Best practices 72

Best practices Accountability Upselling SaaS 72

3CLogic

JUNE 14, 2018

Tune into an under-the-hood demonstration of how to build a native call center in ServiceNow in this on-demand webcast. He’s implemented 3CLogic's cloud contact center solution for enterprise clients for the past 5 years and is a leading technical expert on the integration for ServiceNow. Interactive Voice Response ( IVR ).

Interactive Voice Response 40

Interactive Voice Response Call Center Construction contact center solutions 40

SmartKarrot

MAY 3, 2023

Much of our communication is actually formed through eye contact, facial gestures, body posture, and more. Zoom offers a variety of resources to help users learn how to use the platform, including video tutorials, webinars, and live training sessions. They also have a help center with articles on a wide range of topics.

Enterprise 10

Enterprise SaaS Transportation Personalization 10

SmartKarrot

OCTOBER 13, 2022

contact-form-7]. When I say “center,” I don’t mean dealing with contract negotiations or finding the appropriate people to get signatures; rather, I mean coordinating and directing the salesperson or account manager using their knowledge and understanding of how the product drives value for the customer.

Accountability 10

Accountability Management Upselling Customer advocacy 10

Solvvy

SEPTEMBER 17, 2022

Podcast and webinar recordings. By giving your customers a resource of accurate, reliable information that you’ve created, you’ll have more control over the experience, your customers will receive accurate information, and your brand reputation will stay intact. Your knowledge base can include : Quick-start guides.

Customer Service 62

Customer Service Self service Engineering Customer Support 62