Win the Customer

FEBRUARY 17, 2018

Cloud contact center solutions are becoming the new standard for customer service. The cloud-based contact center market is growing at an explosive compound annual growth rate of 23.6 billion in 2016 to $15.67 Here’s a look at how contact centers compare to call centers and why many companies are making the switch.

Call Center 93

Call Center Contact Center Cloud contact voip 93

NICE inContact

FEBRUARY 23, 2016

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Launched in September 2015, MAX is a dynamic and context-sensitive interface which improves the agent experience with streamlined handling of contact center interactions, across all channels.

Agent Empowerment 50

Agent Empowerment Multi-channel support Contact Center Cloud contact 50

Joe Rawlinson

JANUARY 27, 2016

But these four emotions and strategies are key ways to engage new customers in 2016. With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. Between television, radio and the Internet, there are a lot of mediums to lose a message. Sentimental Marketing.

Marketing 94

Marketing Advertising contact center solutions Cloud contact 94

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Enterprise 40

Enterprise Customer Experience Contact Center Analytics 40

Transparent BPO

SEPTEMBER 11, 2018

A new report from NewVoiceMedia, a cloud contact center technology provider, says that poor customer service is costing businesses more than $75 billion a year — a $13 billion increase from 2016.

Customer Service 61

Customer Service Cloud contact Contact Center Technology 61

Serenova

MARCH 12, 2019

For about ten years, GFood had operated a premises-based unified communications system from one leading vendor and a contact center platform, also premises-based, from a similarly leading provider. As the need to update customer care technology surfaced in 2016, GFood made the decision that a cloud solution was the correct path to take.

Cloud contact 66

Cloud contact contact center solutions SaaS Contact Center 66

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. For example, many companies are seeing the benefits of deploying cloud contact center integrated with cloud CRM solutions to inside sales staff.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Start with a Cloud Contact Center Solution.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Start with a Cloud Contact Center Solution.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Talkdesk

FEBRUARY 4, 2021

Talkdesk , the cloud contact center for innovative enterprises, and Salesforce , the industry’s leading CRM system, have been partnering since 2016 to not only meet but exceed customer expectations. With nearly 700 reviews and an average rating of 4.7

Cloud contact 68

Cloud contact Contact Center CRM Enterprise 68

NICE inContact

MARCH 23, 2016

Robert Ballecer for This Week in Enterprise Tech at Enterprise Connect 2016. Hear what Rajeev had to say about inContact’s cloud contact center solutions , our strategy for leading the market in cloud technology, and how customers can properly deploy our solutions to meet their business needs.

Enterprise 48

Enterprise At home agents contact center solutions Cloud contact 48

NICE inContact

MAY 12, 2017

Is Cloud Contact Center the New Normal? Case Studies: Contact Center Strategies for Skype for Business Deployments Representatives of two companies that have deployed contact centers that integrate with Skype for Business, from HarborOne Bank and 7-Eleven, joined me to discuss their implementations.

Enterprise 48

Enterprise Contact Center Cloud contact Banking 48

Fonolo

JANUARY 9, 2018

Ovum’s Ranking of Cloud Vendors. Research firm Ovum released a new edition of their great report, “Selecting a Multichannel Cloud Contact Center”. Will we see traction on non-AWS platforms for cloud call centers? You can grab it here , sponsored by our good friends at Genesys. Some questions to ponder.

Call Center 65

Call Center Multichannel APIs Contact Center 65

airespring

FEBRUARY 29, 2016

Below are a range of statistics from a benchmark report by Dimension Data, showcasing the numbers that defined the contact center industry in 2015. With 2016 already under way, use these numbers to measure where you sit on the contact center curve. 40% of contact centers “have no tools to analyze data.”.

Contact Center 74

Contact Center First call resolution Contact center software Benchmark 74

Fonolo

NOVEMBER 13, 2019

For example, in 2016, Radial hired 20,000 seasonal workers for its call center, customer service, and freight fulfillment operations – three times its permanent staffing numbers. With Black Friday and Cyber Monday nearly upon us, the vast majority of retail call centers have welcomed new agents in the last few months.

Call Center 62

Call Center Management Average Handle Time Contact Center 62

NICE inContact

OCTOBER 17, 2018

billion in annual sales (2016). But the Houston-based company was losing sleep over its two contact centers. The company offers a variety of mattresses and related products at competitive prices, and customers obviously approve: They’ve propelled Mattress Firm to over $3.8

Average Handle Time 48

Average Handle Time Contact Center Quality management Enterprise 48

Fonolo

JUNE 27, 2019

Regardless, one of the main challenges during this time period is communication, with the cumulative call center volume in the federal marketplace totaling more than 14,569,000 in 2016 alone, according to the Centers for Medicare & Medical Services.

Call Center 57

Call Center Healthcare Self service First call resolution 57

NobelBiz

JUNE 29, 2021

Hence, the need of a cloud contact center solution that can blend perfectly with your CRM. In fact, since 2016, several businesses have adopted the practice in order to show their consumers that they are always available.

Customer Experience 52

Customer Experience Contact Center CRM Customer centricity 52

Fonolo

FEBRUARY 13, 2019

The move to cloud is certainly one of the big trends in customer service. For more on customer service trends, see our latest whitepaper. “… cloud contact center solutions helped 71% of organizations easily scale up or scale down … in response to seasonality fluctuations as well as in the event of disasters.”. of in 2016; 26.4%

Contact Center 57

Contact Center Call Center APIs outsourcing 57

SharpenCX

MAY 27, 2021

Use technology as a tool to optimize your time, but don’t neglect building a strong, empowered workforce in your contact center. We originally published this article on November 3, 2016 and updated it for tone and accuracy on May 27, 2021.

Contact Center 67

Contact Center Customer Service Interactive Voice Response Coaching 67

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Start with a Cloud Contact Center Solution. What Is an Omnichannel Call Center? Integrate Tools.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

NICE inContact

JULY 7, 2016

This article was originally published June 1, 2016 on ICMI. Don’t be afraid to make mistakes as you find out what works for your company. It’s important to always analyze results and adapt along the way to make sure your individual needs are being met.

Contact Center 49

Contact Center Surveys Feedback Management 49

NICE inContact

JUNE 21, 2016

This article was originally published May 16, 2016 on ICMI. There is no right way for everyone and there are plenty of creative implementations that can be tweaked to best fit your own needs. The post Call Quality Monitoring Dos and Don’ts appeared first on inContact Blog.

Calibration 50

Calibration Coaching Contact Center Quality management 50

NobelBiz

APRIL 25, 2023

According to McKinsey , high-performing organizations are 3X more likely than others to report data and analytics initiatives contributed at least 20% to EBIT (from 2016–19). We have over 20 years of experience offering comprehensive and personalized solutions to contact centers worldwide. This is where NobelBiz steps in.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

Fonolo

NOVEMBER 17, 2020

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever. Call Center Trends 2016. 2) The Cloud Will Reign Supreme.

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Contact Center Gamification Call Center Average Handle Time 176