TechSee

AUGUST 14, 2023

Follow on LinkedIn Dan Smitley, Workforce Management and Contact Center Guru As an experienced public speaker and thought leader, Dan is passionate about leveraging workforce management, contact center operations, strategic thinking, project planning, and data analytics to help companies, customers, and front-line employees succeed.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Connect

JANUARY 22, 2024

Download the 2024 contact centre buyer’s guide by Genesys for insight on how Artificial Intelligence (AI) is reshaping businesses, providing growth opportunities and prompting crucial decisions about contact centre deployment strategies. Download the 2024 contact centre buyer’s guide : Download IAbout ‘ Connect.

Cloud contact 93

Cloud contact Contact Center Marketing Customer Experience 93

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. Flexible deployment options include on-premises, cloud-based, and hybrid models.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Cisco - Contact Center

JANUARY 10, 2023

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.

Banking 145

Banking Enterprise APIs Contact Center 145

ShepHyken

APRIL 5, 2019

These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. Initially, chatbots were little more than a method deployed to take some of the weight off contact centers and their agents. Transforming the Buyer Journey.

Chatbots 288

Chatbots Customer Experience Cloud contact Contact Center 288

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

MiaRec

AUGUST 1, 2023

As you consider Voice Analytics solutions for your contact center, you want to know if MiaRec’s cloud-based Voice Analytics solution is secure. This article will discuss why MiaRec Voice Analytics functionality is available as cloud solution and how MiaRec’s solutions utilize your data.

Analytics 75

Analytics Contact Center Customer Experience 75

Cisco - Contact Center

JANUARY 24, 2023

I am extremely proud that over the past year, Cisco unlocked a new route to market to sell turnkey Software as a Service (SaaS) solutions. As a result, we are delivering faster customer outcomes at a lower cost with solutions like Webex Meetings, Messaging, Calling and select devices. billion by 2027. We’d love to hear what you think.

Contact Center 101

Contact Center Technology SaaS Feedback 101

Zappix

MARCH 13, 2024

EIN PRESSWIRE ) March 13, 2024 Zappix , a leading AI-Powered Digital Engagement Platform provider, has been named one of the “Most Promising Utilities Tech Solutions Providers 2024” by CIO Review. BURLINGTON, MASS. ( Zappix combines innovative technology and best CX practices to reshape customer engagement in the utility sector.

Self service 52

Self service Interactive Voice Response Analytics CRM 52

NobelBiz

DECEMBER 5, 2023

The most common reasons for using call forwarding are: avoiding missed calls (86%), providing alternative contact options (75%), and managing workload (72%). This process begins with the VoIP system analyzing the caller ID information to determine if the call is from a known contact or a new caller. for domestic calls and $10.00

voip 104

voip Cloud contact Contact center software Contact Center 104

Upstream Works

FEBRUARY 17, 2022

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers.

Contact Center 78

Contact Center contact center solutions Technology CRM 78

NobelBiz

APRIL 23, 2024

Initial Contact : The agency contacts the debtor to inform them about the debt and their intention to collect. This is why automation is especially transformative in contact centers. This includes the amount owed, the origin of the debt, and any previous collection efforts. In the U.S.,

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

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.

Contact Center 128

Contact Center Technology Coaching Analytics 128

Talkdesk

APRIL 13, 2021

Talkdesk offers advanced administrative services to help customers optimize their contact center. Managing software and associated tasks needed to put the contact center running smoothly and efficiently becomes easier, relieving the administrative obligation and letting businesses focus on operational and strategic tasks.

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 60% of consumers have switched brands due to a negative contact center experience. How to measure Your Contact Center’s NPS? Call center recording.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

CSM Magazine

JANUARY 17, 2024

As we step into a new year, the customer experience sector is gearing up for a transformative 12 months. Experimentation Takes Centre Stage The contact centre industry will become a hotbed of experimentation. It seems as though we talk about that every year – but I genuinely believe 2024 will finally live up to those expectations.

Cloud contact 52

Cloud contact Analytics Chatbots Contact Center 52

Talkdesk

DECEMBER 10, 2020

Moving your business to the cloud is an all-round strategy to reduce costs and provide superior cross-organizational flexibility, allowing operations to adapt to the ever-changing needs and expectations of the customer. Migrating a contact center to the cloud can drive your digital transformation program forward.

Cloud contact 115

Cloud contact Contact Center Transportation contact center solutions 115

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. In this article you’ll learn about core strategies, compliance must-knows, and groundbreaking innovations and insights to transform your SMS campaigns into powerful tools of engagement and growth.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

Talkdesk

DECEMBER 10, 2020

With this revolution comes the opportunity for companies in the industry to transform their contact centers into strategic assets. Despite heavy investment in digital products and solutions, keeping customers happy is tough, inspiring CX leaders to reevaluate the contact center as the missing connection in the CX journey.

Contact Center 135

Contact Center Upselling Cloud contact Analytics 135

Cisco - Contact Center

JUNE 18, 2020

Driving Business Growth for Customers with the Intelligent Contact Center. Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Identified by Aragon Research.

Contact Center 128

Contact Center Enterprise contact center solutions Cloud contact 128

DMG Consulting

NOVEMBER 7, 2023

This edition of the Report explores how generative artificial intelligence (AI), AI, and machine learning are delivering innovations in contact center technology that are both practical and robust. The future of contact center technology is in the cloud and CCaaS vendors are leading the way.

Consulting 59

Consulting Consulting Contact Center Marketing 59

Upstream Works

JULY 16, 2021

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Learn more about our omnichannel contact center solutions here.

contact center solutions 78

contact center solutions Cloud contact Contact Center Journey mapping 78

DMG Consulting

MAY 8, 2023

The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. This positioned vendors to invest heavily in their solutions (particularly during the first six months of the year) and deliver a great deal of innovation to the market.

Management 62

Management Enterprise Analytics Contact Center 62

Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. This transformative approach streamlines operations and significantly enhances the quality of customer interactions. Understanding big data analytics in call centers First off, what is big data analytics? Let’s take a look.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

JustCall

JANUARY 23, 2024

San Francisco, August 14, 2023 – JustCall today announced it has launched JustCall CTI App on Salesforce AppExchange, empowering customers to transform their communications by delivering comprehensive, hassle-free workflows for sales and support teams, leveraging AI-powered agent-assistance tools to enhance calls and contact center support.

Outbound sales 52

Outbound sales contact center solutions Contact Center SaaS 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

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62

Aspect

MARCH 16, 2021

Aspect’s channel partner program is designed to provide greater customer engagement through identifying the best and brightest channel partners to deploy Aspect’s solutions portfolio for both premise and cloud.? iLink Solutions ?who Who is iLink Solutions ? . Today we will spotlight?

Consulting 118

Consulting Consulting Contact Center Marketing 118

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 percent and 50.0

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

NobelBiz

NOVEMBER 20, 2023

Let’s delve into the transformative world of VPS, unlocking the keys to elevating your business communication strategy. Its cloud-based architecture integrates effortlessly across desktops, laptops, and mobile devices, offering a level of flexibility that enhances communication management.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

DMG Consulting

JANUARY 17, 2021

Question: Can you give us some tactical actions that we can take to jumpstart our post-pandemic planning while keeping the continuation of our digital transformation in mind? Answer: The pandemic has accelerated many transformations that needed to happen in enterprises and their front-office servicing departments by as much as 2 – 4 years.

Contact Center 105

Contact Center Self service Enterprise Technology 105

DMG Consulting

JANUARY 30, 2024

Thanks to AI, the CCaaS Sector Comes on Strong View this article on the publishers website The contact center-as-a-service (CCaaS) market continues to thrive despite challenging macroeconomic conditions. percent of contact center seats as of the end of December 2022, a figure expected to have grown to 34.7

Contact Center 48

Contact Center CRM Enterprise Self service 48

Upstream Works

MAY 27, 2021

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. This is because cloud provides business value across the entire customer service value chain. There is another stakeholder group that benefits from the cloud – agents.

contact center solutions 78

contact center solutions Cloud contact Contact Center At home agents 78

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59