Fonolo

OCTOBER 3, 2018

While some are overhauling and optimizing their entire operations and adapting to the demands of modern consumers, there exist some (even those belonging to notable brands) that lag a step or two behind the speed of change. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Upstream Works

JANUARY 9, 2020

One of those outcomes is responsiveness, and for 2020, this goes well beyond having an agent answer a call within three rings. One of those outcomes is responsiveness, and for 2020, this goes well beyond having an agent answer a call within three rings. This has never been so true than in this new decade we’ve just entered.

Contact Center 78

Contact Center contact center solutions CRM Analytics 78

SharpenCX

AUGUST 12, 2020

With so much piling up, you just didn’t get the big project done. Well, with tons of research preaching that you’re failing customers without an omnichannel customer journey , I wouldn’t doubt many contact center leaders like you have that feeling creeping in. . That means, the omnichannel ship hasn’t left the loading dock yet.

Customer Support 67

Customer Support Journey mapping Customer Experience Contact Center 67

NobelBiz

FEBRUARY 9, 2023

Business is about living life on life’s terms and just keep taking steps forward Jason : One of the challenges with trying to scale, especially in this realm, let’s say sales in particular, but any telephone inside sales of any size, somebody trying to scale to the next level. What do I feel like, how do I manage that?

Call Center 52

Call Center Sales Gamification Multichannel 52

Fonolo

NOVEMBER 17, 2020

Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. Even if as little as 30% of agents remain WFH, it’ll still be a significant increase in less than a year. .’ That doesn’t happen all the time. We had to listen.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

NobelBiz

NOVEMBER 15, 2022

As the public face of your brand, agents are greatly aided by a unified agent desktop that makes it easy for them to interact with customers. Fast forward a couple of decades into the present day, and we get a completely different picture. And here’s where the unified agent desktop technology comes in.

Call Center 52

Call Center Contact center software Contact Center First call resolution 52

NobelBiz

APRIL 3, 2023

We will explore what it is, why it matters, and how businesses can improve customer satisfaction and agent performance through effective QM. Why is Call Center Quality Management Important? Why is Call Center Quality Management Important? This comprehensive article will dive deep into call center quality management.

Quality management 52

Quality management Call Center Management Calibration 52

NobelBiz

MAY 10, 2022

The efficiency of a contact center depends on one very important and key factor: the experience of its agents. You may enhance both agent and client engagement by making a few adjustments to the way you operate your contact center. How to define an excellent call center agent experience? How to tackle this problem?

Call Center 52

Call Center Interactive Voice Response Contact Center contact center solutions 52

Netomi

MARCH 7, 2022

Many of us have experience interacting with customer support agents in various contexts, from streaming service subscriptions and car rental bookings, to online clothing purchases. Why is delivering quality customer service so essential, and how can companies begin doing so? Why is customer support essential for any business?

Customer Support 52

Customer Support Customer Experience Chatbots Self service 52

Global Response

JUNE 20, 2023

Digging Deeper: The Tunisian Call Center Infrastructure The Tunisian workforce is a big part of why Tunisian call centers are so beneficial for companies looking to outsource. Golden beaches, ancient cities, beautiful mosaics, friendly locals—Tunisia is known for many things. But call centers? So how do you know?

Call Center 62

Call Center outsourcing Bilingual agents Education 62

JustCall

FEBRUARY 6, 2023

Why Go For A Cloud Phone System? Did you know the market size of cloud phones is expected to grow at a 12% CAGR between 2020 and 2025? Owing to its countless benefits, more businesses are now looking for the best cloud phone systems. Let’s start! What Is A Cloud Phone System? How Does A Cloud Phone System Work?

voip 52

voip Interactive Voice Response CRM Contact Center 52

SharpenCX

FEBRUARY 12, 2020

These values relate directly back to their driving their mission forward, all while creating connection and autonomy for employees in their roles. We’re continuing our brand crush series and sharing customer experience examples to show you how companies are shaking up industries and turning CX on its head. What’s even better? Get the guide.

Customer Experience 84

Customer Experience Transportation Contact Center Coaching 84

NobelBiz

FEBRUARY 22, 2022

Calls may be forwarded to your own mobile or landline phone, and you can even receive or make calls using a desktop or laptop computer. Calls may be forwarded to your own mobile or landline phone, and you can even receive or make calls using a desktop or laptop computer. And what features should it have?

voip 52

voip Contact Center Interactive Voice Response Telecommunications 52

SharpenCX

FEBRUARY 12, 2020

These values relate directly back to their driving their mission forward, all while creating connection and autonomy for employees in their roles. We’re continuing our brand crush series and sharing customer experience examples to show you how companies are shaking up industries and turning CX on its head. What’s even better? Get the guide.

Customer Experience 67

Customer Experience Transportation Contact Center Coaching 67

Vistio

DECEMBER 15, 2021

Today, we have with us, Matt Beckwith, a proud “ Contact Center Geek ” with over 25 years in contact center industry. His passion for CX technology and leadership has led to his current role as the Director of Customer Experience for Clark Pest Control. One of the most successful pest management companies in the US. Yeah, sure.

Contact Center 52

Contact Center Banking contact center associations Technology 52

Tethr

JUNE 22, 2020

Thousands of agents, managers, supervisors, directors, senior managers, and CX professionals of all stripes across companies — from small to large enterprises — use Tethr’s foundational conversation intelligence every day, right out-of-the-box, to gather actionable insights into the impact of their customer experience.

Customer Experience 66

Customer Experience Customer effort Interactive Voice Response Coaching 66

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

JivoChat

APRIL 1, 2021

Relying on agents alone for support is expensive and impractical, even for businesses with bigger budgets. Why Businesses Should Use Automated Reply Messages. From marketing and sales questions to customer support requests, speedy issue resolution is of crucial importance to 82% to 90% of customers. What is an Automated Reply Message?

Chatbots 52

Chatbots Personalization Best practices Multichannel 52

Pointillist

AUGUST 18, 2021

In this discussion, our panel explored five major findings: Top Performers Succeed with Journey-based Approaches Quantifying CX ROI Remains the Top Challenge for Third Consecutive Year Digital Transformation Succeeds by Focusing on Your Customer CX and Marketing are Not Aligned Delivering Exceptional Omnichannel Experiences is Still an Obstacle. ??

Education 40

Education Metrics Marketing Journey mapping 40

Pointillist

MARCH 22, 2018

Why is upsell and cross-sell important? 5 steps to find better upsell and cross-sell opportunities using journey analytics. Why are Upselling and Cross-Selling Important? By Swati Sahai. ‘90% 90% of customer value for B2B businesses is obtained after the initial sale.’ – Marketo. Would you like fries with that?”—

Upselling 71

Upselling Analytics B2B B2C 71

JustCall

APRIL 5, 2022

And why do they matter? The pandemic brought a big shift in consumer behavior. Business owners – big or small – now need a comprehensive unified communication strategy with VoIP at its backbone. Why choose VoIP after all? What are some important VoIP benefits? Click to jump directly to the benefits of VoIP ).

voip 40

voip Interactive Voice Response Analytics Sales 40

ShepHyken

JULY 8, 2022

Smart IVR allows you to serve customers directly without going through an agent for support calls. Because the entire process is automated, agents can focus on more important tasks and provide a better customer experience. . But does that mean that robots are replacing human agents? Omnichannel support is provided here. .

Omni-channel support 168

Omni-channel support Customer Service Multichannel Interactive Voice Response 168

CrazyCall

AUGUST 16, 2019

Each of these podcasts will help you get one (huge) step closer to where you see yourself in your career. And the best way to describe why is to say that Accelerate! Podcasts are a true 21st-century type of content. We’re living in such a fast-paced environment that we strive to consume information in as low-friction way as possible.

Sales 115

Sales B2B Coaching Personalization 115

CrazyCall

JULY 4, 2019

How big of a change we’re talking about? A couple of months ago I’ve visited a beautiful city of Lisbon along with a few of my closest fellas. As we’ve arrived at the Humberto Delgado Airport we took an Uber to the Airbnb I booked previously. Then upon arrival, I was greeted with this heartwarming sign. Want to see how it’s done?

Customer Service 66

Customer Service Interactive Voice Response Metrics Gamification 66

Pointillist

APRIL 26, 2018

4 steps to create a single customer view and deliver better CX. 4 steps to create a single customer view and deliver better CX. As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Is that too much to ask for? The result?

Customer Experience 72

Customer Experience Analytics Customer centricity Accountability 72

Comm100

FEBRUARY 16, 2018

Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition. Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40