SharpenCX

JANUARY 2, 2018

In 2018, the dust will settle, processes will shake out, and we’re going to see omni-channel prove that the hype was real. The post 3 Omni-Channel Trends That Will Take Over in 2018 appeared first on Sharpen Contact Center Software. Here’s what to expect. [.].

Contact center software 59

Contact center software Contact Center Customer Experience 59

SharpenCX

OCTOBER 10, 2018

The post Released October 10, 2018 appeared first on Sharpen Contact Center Software. If you’re on a chat with a customer and it’s ended, then your customer starts another chat in the same browser without refreshing the page, a new queue interaction will be created.

Contact center software 52

Contact center software Contact Center Customer Experience 52

SharpenCX

JUNE 20, 2018

The post Press Release: Sharpen Technologies Wins Gold and Silver in the 2018 Stevie American Business Awards appeared first on Sharpen Contact Center Software.

Technology 52

Technology Contact center software Cloud contact Contact Center 52

Talkdesk

AUGUST 30, 2018

We are happy to announce that Talkdesk was named to the Constellation ShortList™ for Cloud Customer Service & Contact Center Software in Q3 2018. The post Talkdesk Named to Constellation ShortList for Cloud Customer Service & Contact Center Software appeared first on Talkdesk.

Contact center software 40

Contact center software Contact Center Customer Service Enterprise 40

Hodusoft

NOVEMBER 13, 2019

So, in the case of contact center software, you have good things to look forward to in 2020. Still, these trends point to making life easier for contact centers and helping them to serve customers better and faster. Artificial Intelligence climbs higher AI was there in 2018 and it is here in 2019.

Contact center software 40

Contact center software Contact Center contact center solutions call center software 40

Noble Systems

APRIL 8, 2020

CCaaS offers a cloud-based customer contact solution that allows companies to utilize contact center software from a provider, without installing hardware on-premise. The software is accessed on-demand, as a “service,” and the provider hosts and maintains the equipment in its own location (often called the data center).

Contact Center 97

Contact Center Cloud contact Contact center software Enterprise 97

Aspect

NOVEMBER 28, 2017

This year’s survey brought in leaders from more than 450 contact centers from around the world. Their feedback provides critical guidance that can help you craft your strategies for success in 2018. Let’s take a closer look to learn at where these industry executives plan to invest in their contact center operations.

Contact Center 91

Contact Center Surveys Contact center software contact center solutions 91

Upstream Works

DECEMBER 11, 2018

As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come.

Customer Experience 96

Customer Experience Management Multichannel Self service 96

Hodusoft

AUGUST 21, 2018

Being one of the leading business communication software providers, the company offers communication software which is robust, flexible, advanced yet affordable. Recently, HoduSoft announced their Visiting in Source India Turkey 2018, which is going to conduct in Turkey, from 7th Sep to 11th Sep 2018.

voip 40

voip Contact center software Healthcare Contact Center 40

Fonolo

JUNE 9, 2020

Once you’ve selected and established the KPIs that fit your contact center’s needs, you’re ready for the next step. Most contact center software will include analytics, which you can use to measure the activity of your contact center agents over your chosen period of time (6 months, for example).

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

CrazyCall

SEPTEMBER 20, 2018

It’s impossible to adapt your inbound contact center to support foreign languages if you’re not providing your agents with the right tools to do the job. These tools can include contact center software and VoIP phone systems. Customer self-service is a major business trend in 2018.

Contact Center 77

Contact Center Contact center software voip outsourcing 77

Talkdesk

JANUARY 7, 2019

It’s the first week of the new year, and if you are like me you are wondering where 2018 went. It was a busy year for Talkdesk, who was Recognized by Frost & Sullivan as the Fastest-Growing Provider in the Cloud Contact Center Software Market. What caused this tremendous growth and success in 2018?

Contact center software 45

Contact center software Cloud contact Contact Center Enterprise 45

Hodusoft

JULY 31, 2018

2018 is shaping up to be the year of higher analytics and strategic thinking. Stay with us and find out some of the top trends in enterprise call centers progressing in 2018. Self-Serve Documentation In 2018, to date, we’ve seen a larger stress on self-service downside finding data on business websites. Do you agree?

Enterprise 40

Enterprise Call Center Customer Service Contact Center 40

Aspect

OCTOBER 3, 2018

As we head into the last quarter of 2018 and start to look at 2019 priorities, cloud-based customer engagement platforms must be a serious consideration for any customer service department looking to provide better experiences and keep pace with mobile, tech-savvy, self-sufficient consumers.

APIs 107

APIs Self service SaaS Enterprise 107

Bright Pattern

DECEMBER 19, 2018

2018 was a big year for the customer experience (CX) space. Many companies took strides to move to a more automated contact center with AI and bots, while others focused on improving more traditional channels with innovative cloud technologies.

Contact center software 41

Contact center software Contact Center Enterprise Technology 41

NICE inContact

DECEMBER 12, 2018

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences.

Call Center 48

Call Center Benchmark Contact center software Contact Center 48

Talkdesk

MARCH 14, 2018

These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness. Here’s more detail about each of the three big talent priorities and how Talkdesk addresses each: Talent Priority #1: Using analytics to better align staff.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

VocalCom

MARCH 25, 2019

But don’t forget Instagram and Snapchat: Statista states that 64% of people aged 18 to 29 used Instagram as of January 2018. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

Contact center software 54

Contact center software Advertising Contact Center Chatbots 54

Aspect

FEBRUARY 15, 2018

With the 2018 Winter Olympics now underway in Pyeongchang, South Korea, the world watches in collective amazement to see the world’s best athletes come together to celebrate the time-honored athletic tradition. Fortunately, you don’t need to train for decades to be a contact center Olympian. To go for the Gold, click here.

Customer Service 48

Customer Service Contact center software Contact Center Coaching 48

NobelBiz

MAY 25, 2023

According to ResearchAndMarkets , 2018, the CDP market was valued at $2.4 4 Scalability and Customization As your business grows, your call center software should be able to scale accordingly. Since then, the CDP market has grown rapidly. billion and is expected to grow from USD 4.8 billion in 2022 to USD 19.7

call center software 98

call center software Call Center APIs Contact Center 98

VocalCom

AUGUST 14, 2017

According to Gartner, 50% of companies will redirect their investments to customer experience innovations by 2018. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Customer Service 48

Customer Service Contact center software Gamification Customer centricity 48

NICE inContact

NOVEMBER 9, 2018

Workforce management (WFM) software can help. WFM software is no longer for big contact centers. Look for a solution that is tightly integrated into your contact center software. You will need a good reporting system to monitor many of your contact center KPI’s like ASA and FCR.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

VocalCom

MARCH 11, 2019

The Adobe Consumer Email Survey also found that consumer use of the channel increased by 17% in 2018, with 50% of respondents claiming email to be their favorite channel. According to Gartner, email remains the most commonly used digital customer service channel. Undoubtedly, many of your customers reach out on this channel for service.

Contact center software 48

Contact center software Big data Contact Center Customer centricity 48

SharpenCX

DECEMBER 10, 2019

What happened in your contact center in 2019? And, how did it compare to your year in 2018? Look to the KPIs you focused on this year to see how your contact center performed. These are a few of the specific actions I will take to reach my objectives and achieve my goals. Step 2: Look at your year in review.

Call Center 84

Call Center Contact Center Customer Service First call resolution 84

Aspect

DECEMBER 24, 2018

. As we close out another successful year, we wanted to reflect on some of our achievements and our customers’ achievements throughout 2018 – a year that saw exciting new updates and implementations. It also saw Lidl UK win the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards.

Chatbots 59

Chatbots Finance Self service Benchmark 59

SharpenCX

OCTOBER 3, 2019

In fact, according to the 2018 Temkin Experience Ratings , credit unions came out on top for customer experience in the financial services industry. That’s up from just $8 million in Q1 2018. But, big banks aren’t too far behind. Banks have spent the last several years focused on their tech upgrades. billion in Q1 2019 alone.

Banking 64

Banking Contact center software Big data Technology 64

Aspect

OCTOBER 19, 2017

The survey will remain open until April 15, 2018. Once we get your results we will develop a customized report and you will receive a copy of our 2017 Contact Center Benchmark Report. If you haven’t taken participated, simply click here. The survey takes roughly 15 minutes to complete.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

VocalCom

JANUARY 28, 2019

With the establishment of GDPR in 2018 giving European Union citizens power over the use of their personal information, brands worldwide were forced to rethink their policies and become compliant with the new law. Security is an absolute must. More than ever, customers are demanding the protection of their data.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

SharpenCX

NOVEMBER 12, 2019

In fact, she skipped over the playbook of call center metrics best practices entirely. And because of that lack of focus on real customer outcomes, it was pie-gate 2018. Jim, Kenny, and Shay all ordered Thanksgiving pies and experienced a hiccup in pie-gate 2018. Customer happiness plummeted. He gave his effort a score of one.

Metrics 64

Metrics Best practices Call Center Surveys 64

SharpenCX

NOVEMBER 19, 2019

Then, look at your average volume for 2019 so far compared to 2018. If you’ve been handling 10% more interactions in 2019 than you did in 2018, you’ll need to factor that uptick in standard volume when you predict trends for your busy season. View last year’s metrics and interaction volume alongside historical reports from years prior.

Interactive Voice Response 59

Interactive Voice Response Contact Center Wait times Abandon Call 59

SharpenCX

FEBRUARY 4, 2020

LinkedIn ’s Emerging Job Reports from 2017 , 2018 , and 2020 , said people with strong soft skills will only have a leg up at work as automation increases. The post Finding Greater Success as a Leader in your Call Center: 5 Soft Skills Every Manager Needs to Get a Leg Up on the Competition appeared first on Sharpen Contact Center Software.

Call Center 84

Call Center Management Coaching Contact Center 84

SharpenCX

OCTOBER 3, 2019

In fact, according to the 2018 Temkin Experience Ratings , credit unions came out on top for customer experience in the financial services industry. That’s up from just $8 million in Q1 2018. But, big banks aren’t too far behind. Banks have spent the last several years focused on their tech upgrades. billion in Q1 2019 alone.

Banking 52

Banking Contact center software Big data Technology 52

Transparent BPO

AUGUST 20, 2019

The 2018 Customer Service Expectations Survey from Gladly, a customer service software provider, found that of nearly 1,000 consumers polled, 92 percent would stop purchasing from a company after three or fewer poor customer service experiences and 26 would stop after just one bad experience. With unemployment in the U.S.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. The post Happy Employees Happy Customers: How to Stop Preaching About Building a People-First Culture in your Contact Center and Start Doing Something About it appeared first on Sharpen Contact Center Software.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. The post Happy Employees Happy Customers: How to Stop Preaching About Building a People-First Culture in your Contact Center and Start Doing Something About it appeared first on Sharpen Contact Center Software.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

NobelBiz

JUNE 9, 2020

However, the process can be expedited if any representatives of the company are US citizens– as was the case with the person who was fined $13 million by the FCC in February 2020 for many illegal spoofed calls made between May and December 2018. Is Neighborhood Spoofing Illegal? Interested? Yes and No.

Telemarketing 52

Telemarketing Contact center software Government Healthcare 52

Nicereply

MARCH 14, 2019

Best Help Desk Software for Online Businesses. Number one rated help desk software in 2018. Popular centralized software that collects all customer support requests from a number of channels such as social media, email, web contact forms, and phone. Vision Helpdesk.

Contact Center 45

Contact Center Technical Support Contact center software Analytics 45