SharpenCX

AUGUST 18, 2020

Way back in 2019 (it feels like a decade ago, I know), a CCW Market Study found that only 11% of customers felt like brands genuinely cared about improving their experiences. Nearly two-thirds of contact center leaders struggle to realize intended ROI from their contact center because they can’t integrate their systems and channels.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

Way back in 2019 (it feels like a decade ago, I know), a CCW Market Study found that only 11% of customers felt like brands genuinely cared about improving their experiences. Nearly two-thirds of contact center leaders struggle to realize intended ROI from their contact center because they can’t integrate their systems and channels.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

Aspect

AUGUST 7, 2019

If you missed ACE 2019 last week you may have been suffering from some serious #FOMO (fear of missing out). The post ACE 2019 Recap: Aspect Master Program appeared first on Aspect Blogs. Are you making your plans for ACE 2020 yet? Congratulations to all of our Master Program participants!

Interactive Voice Response 73

Interactive Voice Response Best practices Feedback Management 73

SharpenCX

MARCH 13, 2019

The post Released March 13, 2019 appeared first on Sharpen Contact Center Software. Product Improvements Insights: Advanced Query From today, when you create advanced query insights reports, you’ll be able to use SQL operations to support with ROLLUP and TIMEDATEDIFF.

Contact center software 10

Contact center software Contact Center 10

SharpenCX

MARCH 14, 2019

The post We’re Headed to Enterprise Connect Orlando 2019! appeared first on Sharpen Contact Center Software. Our team is packing their bags and hopping on a plane to meet you at EC next week. Here’s what to expect. Palm trees and sunshine, first of all.

Enterprise 52

Enterprise Contact center software Contact Center 52

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

Aspect

JULY 17, 2019

At ACE 2019 , l et’s take your Contact Center to the next level. . Companies who have taken full advantage of Aspect Contact Center software have driven significant KPI and ROI improvements. Aspect Contact Center solutions can help your organization: .

Coaching 82

Coaching Management Contact center software contact center solutions 82

VocalCom

MARCH 25, 2019

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. The post What Millennial Customers Are Looking for in 2019 appeared first on Vocalcom Blog.

Contact center software 54

Contact center software Advertising Contact Center Chatbots 54

VocalCom

JANUARY 28, 2019

Here are seven major trends shaping the customer experience in 2019. AI has been transforming the customer experience landscape for some time now, and it won’t be slowing down in 2019. 2019 promises to be a year of technological innovations balanced with a need for humanized and personalized customer experiences.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

Fonolo

APRIL 10, 2019

Contact center software and CRM software have been on a slow collision course for decades. Sheila McGee-Smith (@McGeeSmith) March 7, 2019. Her team is a 2019 Stevie Award winner for Back-Office Customer Service Team of the Year. How can we make this more concrete? Shai Berger , Co-Founder and CEO, Fonolo.

CRM 98

CRM Contact Center Contact center software Call Center 98

Avaya

JUNE 24, 2019

Some key innovations within this partnership include: Virtual Agents: Virtual assistant technology is a key driver of the global contact center software market’s projected CAGR of 22% between 2019 and 2024. The post Application Ecosystems and the Future of the Contact Center appeared first on Avaya Connected Blog.

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

SharpenCX

AUGUST 1, 2019

Company IT and operations leaders ranked digital transformation as the number one competitive risk in 2019. And contact centers feel the mounting pressure of modernizing their customer. New startups and competitors born in the digital age come to market daily.

Best practices 69

Best practices Contact Center Contact center software Marketing 69

Aspect

NOVEMBER 28, 2017

The contact center is no place for wallflowers: Of course, your agents need to be sociable. By 2019, Deloitte expects that 9 percent of all contact center contact interactions will be made via social media channels.

Contact Center 91

Contact Center Surveys Contact center software contact center solutions 91

Aspect

NOVEMBER 20, 2019

ACE 2019 was four days full of exclusive insights and interactive product sessions. Last week we rolled out a solution, The Best of ACE 2019. Are you interested in seeing our other Best of ACE 2019 sessions? The post Best of ACE 2019 Replay: Outbound Strategies and Best Practices appeared first on Aspect Blogs.

Best practices 48

Best practices Government Management Contact center software 48

SharpenCX

JANUARY 3, 2019

Flash forward: it’s December 31, 2019. The post How to Prioritize Your Time and Find Balance in Your Contact Center appeared first on Sharpen Contact Center Software. You’re looking back on what you’ve done this year. How do you feel about your accomplishments?

Contact Center 59

Contact Center Contact center software 59

SharpenCX

MARCH 26, 2019

Let’s talk about all things Enterprise Connect Orlando 2019. The post Your EC19 Wrap-Up: What to Take Back to the Office from Enterprise Connect appeared first on Sharpen Contact Center Software.

Enterprise 59

Enterprise Contact center software Contact Center 59

Hodusoft

JULY 31, 2019

Richest communication feature set It pays to integrate call center software with the richest features set such as social media integration, IVR, voicemail, fax, email, text and video chat/conference. Better intelligence Call center software helps you gather information from social media channels and IVR.

call center software 40

call center software Call Center Contact center software Interactive Voice Response 40

Upstream Works

MARCH 21, 2019

Establishing customer trust and loyalty is the single most important aspect of customer experience, according to the Dimension Data 2019 Global Customer Experience Benchmarking Report. The report also identifies speed of resolution, agent knowledge and ease of contact as key factors which foster that trust and loyalty.

Customer Experience 92

Customer Experience Management Contact center software Self service 92

Hodusoft

DECEMBER 17, 2018

Technology helps and since call centers are essentially powered by software, it follows that using the latest instead of sticking to legacy Call Center software solutions will help them achieve their goals. Only the best call center solutions that are fully integrated and user friendly will find increasing acceptance.

call center software 45

call center software Call Center call center solutions Analytics 45

Hodusoft

JANUARY 22, 2019

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 participation in Convergence India 2019, which is going to held in New Delhi, India at Pragati Maidan, from 29 – 31 January 2019.

voip 40

voip Contact center software Healthcare Contact Center 40

SharpenCX

NOVEMBER 5, 2019

In fact, HubSpot’s report, The State of Customer Service in 2019 , found Customer Satisfaction as the leading metric used to evaluate customer service teams. Gartner’s August 2019 report, 6 Ways to Use Customer Data , shined a spotlight on how Netflix uses data to improve viewing experiences. Where other companies stand.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

SharpenCX

MARCH 26, 2019

Let’s talk about all things Enterprise Connect Orlando 2019. The post Your EC19 Wrap-Up: What to Take Back to the Office from Enterprise Connect appeared first on Sharpen Contact Center Software.

Enterprise 52

Enterprise Contact center software Contact Center 52

NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations.

Customer Care 55

Customer Care Contact center software call center software Benchmark 55

Callminer

AUGUST 6, 2019

If most of your agents are complaining about the same issues, listen to them, because they are the people who will be spending most of the time with the software.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Social media.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Cisco - Contact Center

NOVEMBER 24, 2020

He’s the VP and General Manager of Cisco’s Contact Center Business Unit. Omar has built several cloud-based businesses and joined us from the Voicea acquisition in 2019. How that journey motivated him to start CloudCherry, acquired by Cisco in 2019, is a thing of legend. Omar Tawakol leads off our article team.

Contact Center 100

Contact Center Technology contact center solutions Cloud contact 100

Aspect

DECEMBER 1, 2020

Based on the characterization of contact center as a service solutions in the Gartner 2020 CCaaS Magic Quadrant report, Aspect chose not to participate. Additionally, these companies have unique requirements for scalability, security and the ability to migrate applications and teams to the cloud at their own pace.

Enterprise 118

Enterprise contact center solutions Cloud contact Contact Center 118

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

SharpenCX

APRIL 29, 2020

What happened in May of 2019, and how did volume compare with April and June of 2019? In May of 2019, you handled an average of 2000 interactions per day. But during the average month in 2019, not peak season, you typically handled 1000 interactions per day. When did it pick back up again?

Coaching 76

Coaching Management Contact Center Morale 76

UJET

JUNE 25, 2021

According to ourfall 2019 survey, 61% of customers were using a mobile device for support, and 48% were using in-app messaging with agents for on-demand delivery services. Contact Center software that supports agents in connecting with their customers is essential.

Customer Experience 82

Customer Experience CRM Contact Center Wait times 82

SharpenCX

NOVEMBER 21, 2019

Contact center leaders, like you, will look to speech analytics to analyze customer sentiment and understand the true intent of customers, so they can tailor service experiences accordingly. Salesforce predicts a 143% jump in the number of organizations that will use AI from March of 2019 through the end of 2020.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

CSM Magazine

APRIL 15, 2020

We are excited to offer Puzzel customers a modern, integrated customer engagement platform purpose built for contact centers.”. Puzzel is a leading cloud-based contact center software provider and was a pioneer in offering integrated customer engagement as an easily-deployed service. About Puzzel.

Employee engagement 52

Employee engagement Contact center software Contact Center Marketing 52

VocalCom

MARCH 4, 2019

billion people worldwide will make an online purchase in 2019. 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. Statista states that 1.92

Contact center software 48

Contact center software Advertising Contact Center Personalization 48

SharpenCX

APRIL 28, 2020

According to data from Owl Labs’ 2019 State of Remote Work report, remote workers say they work more than 40 hours per week 43% more than on-site workers do. The post Boosting Morale for your Work at Home Call Center: Four ways to Reinforce Engagement and Connection with your Remote Team appeared first on Sharpen Contact Center Software.

Morale 90

Morale Call Center Coaching Contact center software 90

SharpenCX

DECEMBER 10, 2019

What happened in your contact center in 2019? 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. And, how did it compare to your year in 2018?

Call Center 84

Call Center Contact Center Customer Service First call resolution 84

SharpenCX

APRIL 22, 2020

CVS snagged one of the top three spots on the ACSI index in 2019. The post Keep your Eyes Glued to This Brand’s Evolving Customer Experience: 5 Examples of Good Customer Experience from Leading Brand CVS [Monthly Brand Crush Post] appeared first on Sharpen Contact Center Software.

Customer Experience 76

Customer Experience Scripts Contact Center Contact center software 76

Hodusoft

MARCH 21, 2024

billion in 2019 and is expected to grow at a CAGR of 7.4% Choosing the right contact center software can help them deal with their key challenges effortlessly, driving operational excellence and customer-centricity. As per a report , the global BPO market size was valued at $221.5 from 2021 to 2028.

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response outsourcing 52

Robert Davis

AUGUST 13, 2019

Davis and Associates to bring modern consulting practices and state-of-the-art omnichannel contact center technology to midsize and enterprise organizations. AUGUST 06, 2019. Bright Pattern , the leading provider of omnichannel contact center software, today announces its partnership with Robert C.

Contact Center 48

Contact Center Consulting Consulting Coaching 48