TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. Call center leaders realize that the time has come to deliver real measurable value to the enterprise. Aligning business objectives with contact center performance.

Call Center 182

Call Center Customer Experience Self service Contact Center 182

MiaRec

JUNE 16, 2023

Most Voice Analytics solutions for contact centers offer either Machine Learning-based or lexicon-based Sentiment Analysis to help you understand how customers are feeling during calls. But what is the difference between these two approaches and which one is better for your contact center?

Contact Center 65

Contact Center Analytics Customer Experience 65

Zappix

MARCH 13, 2024

” Zappix’s innovative Digital Engagement Platform centers around its cloud-based solution and offers three main products to enhance customer experiences: Digital Outreach, Digital Self-Service, and Digital Agent Assist. To learn more about Zappix, go to [link] Contact Zappix, Inc.

Self service 52

Self service Interactive Voice Response Analytics CRM 52

Spearline

FEBRUARY 8, 2022

With many millions of customer conversations happening each and every day, voice traffic is very much “big data”. Voice analytics promises to measure customer emotion in each call. It differentiates between happy, frustrated, and other customer moods. “Call analytics” looks at the data collected.

Analytics 98

Analytics Telecommunications Big data Customer emotions 98

TechSee

JUNE 10, 2021

Of course, in-person contact puts employees and customers at risk. As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. Deal with Data Analytics. It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot.

Self service 207

Self service Analytics Transportation Healthcare 207

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. That said, finding a good contact center reporting and analytics tool can be hard. Five9 for agile multi-channel communication.

Contact Center 99

Contact Center Analytics Marketing First call resolution 99

Zappix

FEBRUARY 6, 2024

Completed deep integration with Amazon Connect to allow agents to manage all outreach touchpoints (digital and voice) in the Zappix Portal. Improved analytics – reporting across all inbound and outbound channels. To learn more about Zappix, go to [link] Contact Zappix, Inc.

Interactive Voice Response 52

Interactive Voice Response Analytics Self service Enterprise 52

Hodusoft

MARCH 6, 2024

In this blog, we will delve into the details of how BPOs are helping e-commerce businesses improve operational efficiency and customer support services using contact center software. Assistance can be provided via a call center/contact center, live chat, email support, social media, or a self-service option.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

JustCall

APRIL 3, 2024

It can further lead to a dip in customer experience and a shrinking ROI. Let’s explore the top 10 tips high call volume call centers could use. High call volume refers to a scenario in which the number of incoming calls in a call center is exceptionally larger than it is accustomed to handling within a relatively short period.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

JustCall

APRIL 3, 2024

Auto dialers are a secret weapon for call centers and sales teams. To increase ROI, you might want to use the best auto dialer available. Talkdesk is a contact center platform with customizable auto dialing modes (preview, power, predictive). It minimizes the manual dialing nightmare for sales and lead generation teams.

Sales 52

Sales CRM Scripts APIs 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. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SoliCall

FEBRUARY 18, 2020

Most of the contact centers are very noisy. The noise usually contains human voices like the speech of agents sitting in the background or the voice of the supervisor giving instructions. Apart from being a nuisance does this noise have an impact on performance and can ROI be improved by eliminating this noise?

Contact Center 64

Contact Center Outbound sales Average Handle Time Call Center 64

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. Proactive voice outreach is best saved for delving into customer’s thought processes, attitudes, goals, and habits.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

Aspect

JUNE 16, 2017

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

Analytics 97

Analytics Contact Center contact center workforce Technology 97

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.

Contact Center 112

Contact Center Transportation Customer Experience Wireless 112

Hodusoft

JUNE 17, 2021

HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. The global call center market size amounted to 339.4 Multimedia contact centers will need a full contact center suite. .

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

DMG Consulting

OCTOBER 10, 2022

Outlook for Interaction Analytics. Interaction (speech and text) analytics is celebrating its 20 th year in the commercial market. While we talk a great deal about interaction analytics, the majority of “interaction” analytics used in contact centers today is still just speech analytics.

Analytics 48

Analytics Contact Center Enterprise Engineering 48

JustCall

MARCH 7, 2023

Efficiency and agility – these are the top two features to look out for in a modern contact center solution, which requires robust contact center architecture. Here’s when hosted contact centers come into play. What is a Hosted Contact Center?

Contact Center 52

Contact Center Interactive Voice Response Contact center software contact center solutions 52

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

DMG Consulting

MAY 2, 2021

The Argument for Contact Center Digital Transformation. Contact centers are finally going digital, galvanized by a fast-moving pandemic. This does not mean that they are going to shut down their voice channels, as many have made major investments in building them, and they are still receiving lots of calls.

Contact Center 74

Contact Center CRM Enterprise Self service 74

Balto

JULY 27, 2023

Contact center AI solutions are certainly not new, but the recent boom in AI interest does have people talking. But while contact center leaders are considering AI and may be rushing to implement it now, it will take time to actually get it right. This helps save time and produce better outcomes in contact centers.

Contact Center 52

Contact Center Call flow Interactive Voice Response Metrics 52

3CLogic

DECEMBER 1, 2022

While it’s clear that voice as a communication channel is not going anywhere, the need to modernize legacy phone systems is growing. Unfortunately, adding a cloud contact center solution is only one piece of the puzzle when it comes to modernizing and streamlining enterprise communication.

contact center solutions 52

contact center solutions Cloud contact Contact Center Interactive Voice Response 52

NobelBiz

JULY 10, 2023

As we speak, AI-powered solutions are revolutionizing how contact centers identify, engage, and convert leads. In this article, we delve into the profound impact of AI on lead generation and explore how your contact center can harness its potential. Let’s see how.

Contact Center 40

Contact Center Call Center Interactive Voice Response Analytics 40

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Cisco - Contact Center

NOVEMBER 24, 2020

Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead. He’s the VP and General Manager of Cisco’s Contact Center Business Unit. The ultimate goal?

Contact Center 110

Contact Center Technology contact center solutions Cloud contact 110

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training? Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Hodusoft

NOVEMBER 27, 2022

Telemarketing software is a technological aid for businesses to streamline their call center operations for achieving business goals such as acquiring or retaining more customers, spreading brand awareness, nurturing customer relationships, etc. Contact management Managing all center contacts manually is a time-consuming process.

Telemarketing 52

Telemarketing Sales Interactive Voice Response call center software 52

Back Office Centers

APRIL 18, 2022

Your company is expanding faster than you can service your customers, and you’re confronted with a decision: should you expand your contact center, or should you hire back office outsource service to cover the gap in customer care? Ask these question before Outsourcing Call Center Services. What are the Added Services?

outsourcing 40

outsourcing Call Center Business Process Outsourcing Contact Center 40

Back Office Centers

APRIL 18, 2022

Your company is expanding faster than you can service your customers, and you’re confronted with a decision: should you expand your contact center, or should you hire back office outsource service to cover the gap in customer care? Is your contact center a commodity or a differentiator? What are the Added Services?

outsourcing 40

outsourcing Call Center Business Process Outsourcing Contact Center 40

DMG Consulting

FEBRUARY 1, 2022

DMG estimates that more than 92 percent of the voice self-service solutions on the market have not been overhauled to enhance their underlying technology, grammars, applications, scripts, or voice user interface (VUI) in the past five years. This is where the market faces a major challenge.

Self service 59

Self service Virtual Agent Scripts Contact Center 59

Hodusoft

SEPTEMBER 14, 2022

Call analytics and reporting: Empowers data-driven decision-making through analysis of KPIs. Enhanced functionalities: Multi-tenant IP PBX systems come with advanced features that enhance the functionalities of your call and contact center. There are numerous communication channels such as WhatsApp, email, voice mail, etc.

Multichannel 96

Multichannel Telecommunications voip Analytics 96

Spearline

JUNE 7, 2021

In 2020, Call Centre Helper released a whitepaper titled “What Contact Centers Are Doing Right Now” It asked hundreds of global contact center professionals and telecoms experts if they believed the uptake of speech analytics will increase during the next 5-10 years. of those surveyed (see Fig 1.)

Analytics 52

Analytics Coaching Contact Center Upselling 52

JustCall

DECEMBER 21, 2022

Call centers thrive on customer calls and requests, so they need better resource management and a system that reduces waiting times and boosts customer satisfaction rates. One of the most useful systems to have at a call center is the IVR number. Callers can respond through voice or their phone keyboard. What is an IVR Number?

Interactive Voice Response 52

Interactive Voice Response Call Center Self service Contact Center 52

Noble Systems

DECEMBER 4, 2019

Many customers are even happy to provide information about what the competition is doing via phone calls into the contact center, emails, chats, surveys and social media. In addition to a VoC platform, other enabling customer feedback technologies are speech analytics and gamification. Find out how in this on-demand webinar.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

HGS

APRIL 24, 2018

CX experiences that lead with self-service and intelligently integrate people at key moments of truth are the fastest way to control costs and balance the needs of the business to move beyond the traditional voice contact center. Does automation assist your contact center frontline to resolve customer conversations effectively?

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

OctopusTech

SEPTEMBER 13, 2023

Choosing to outsource call center services is one of the best decisions a company can make as it helps to focus on the core business activities. Using call center outsourcing services is one of the major trends followed by both small and big organizations. What are Outsource Call Center Services?

outsourcing 62

outsourcing Call Center Finance Contact Center 62

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52