Serenova

JUNE 24, 2020

Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. What Makes a Good Omnichannel Customer Experience?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

CX Accelerator

JULY 1, 2020

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. How can you turn your customers into promoters?

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

Cisco - Contact Center

FEBRUARY 19, 2021

The reason that caught my attention is that his interaction had many of the attributes I expect in a great customer interaction : no need to wait, no need to work hard to prove who he was, no need to repeat himself, and with full context into his past relevant interactions with the company. From Customer Service to Customer Experience.

Customer Experience 101

Customer Experience Contact Center APIs contact center solutions 101

3CLogic

JULY 21, 2020

Unlike on-premise solutions, cloud-based call center solutions are often designed to integrate and leverage data from CRMs and other systems of record, to enhance the customer service experience and bring together the inherent benefits of both offerings.

contact center solutions 75

contact center solutions Cloud contact Enterprise Contact Center 75

Talkdesk

DECEMBER 30, 2020

As we transition to a new year, it’s time to reflect and be grateful for everything Talkdesk achieved in 2020: launching 20 products in the first 20 weeks of 2020, announcing the successful closing of our Series C funding of $143 million, and being recognized again as a Leader by Gartner. Determine what needs to change. Transition.

Contact Center 83

Contact Center contact center solutions Cloud contact Enterprise 83

Talkdesk

APRIL 2, 2020

That’s why we’ve transformed Opentalk 2020 into a virtual event — all online, at no cost to you. Save the date now for May 6, 2020. Opentalk 2020 Virtual is a free immersive experience that will give you access to extraordinary insights from the most innovative speakers in customer experience (CX).

Best practices 75

Best practices contact center solutions Cloud contact Contact Center 75

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. Now more than ever, as we increasingly experience life remotely, the most important— sometimes only—interactions we have with brands are through call centers. Contact centers must train agents to work smarter and more effectively.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. What Makes a Good Omnichannel Customer Experience?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Call Journey

DECEMBER 17, 2019

Armed with an exciting and jam-packed roadmap for 2020, Call Journey, thought leader in Conversation Analytics space and a Genesys’ global speech analytics partner, is set to participate in the upcoming Genesys Global Kickoff, happening in January, 2020 at the Gaylord Palms Resorts and Convention Center in Orlando.

contact center solutions 75

contact center solutions Analytics Sales Contact Center 75

Aspect

DECEMBER 1, 2020

For more than 45 years, Aspect has been helping the world’s largest and most prestigious brands deliver outstanding customer experiences and ignite agent engagement and performance — I’ve personally been a part of the Aspect story for 20+ years. You’re probably thinking, “OK, I get it.

Enterprise 118

Enterprise contact center solutions Cloud contact Contact Center 118

VocalCom

MAY 13, 2020

As retail stores close and contact center staff are no longer able to work on site, many companies must find innovative and flexible ways to meet increased customer service demand while protecting the health of their employees. Beter Bed chooses Vocalcom Salesforce Edition Cloud Contact Center Solution.

contact center solutions 62

contact center solutions Cloud contact Contact Center Inbound sales 62

Upstream Works

SEPTEMBER 1, 2020

This helps to accommodate different learning styles as well as the various individual goals that contact center agents might have. According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd., According to the 2019 Global Customer Experience, Benchmarking Report from NTT Ltd.,

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Serenova

JANUARY 7, 2020

Time and time again, we’ve seen, firsthand, how our technology solutions fuel growth by transforming the customer experience. So, we created a true cloud contact center solution that could. Today, that solution unifies everything from customer engagement to quality management to analytics.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

Cisco - Contact Center

FEBRUARY 1, 2021

In this webinar, you’ll hear from Omar and Sheila on five essential elements that contact centers need to deliver to compete in this experience economy: The ability for customers to connect when they want, how they want. End-to-end visibility on customer experience interactions with your business.

Contact Center 87

Contact Center Transportation Customer Experience Wireless 87

Serenova

MARCH 1, 2020

Channel Partners Conference and Expo 2020 is only days away, and the Serenova team is ready to network, learn and share insights with thousands of channel professionals March 9 through 12 at the Venetian and Sands Expo in Las Vegas. The post We’ll See You at Channel Partners Conference and Expo 2020 appeared first on Serenova.

contact center solutions 64

contact center solutions Cloud contact Contact Center Education 64

Fonolo

JANUARY 9, 2020

We’re expecting the next decade to bring with it several rapid changes to the contact center, as it transforms into the ‘customer experience hub’ necessary to meet the demands of tomorrow’s consumers. Omnichannel Comms Require Cloud-Based Centers. What is a cloud-based contact center?

Contact Center 67

Contact Center Cloud contact call center software Call Center 67

Talkdesk

AUGUST 26, 2019

Combine customer experience with efficiency. Customer experience means to be there when and where your customers need you, so wouldn’t it be great to connect the ACD to the myriad of communication channels that customers want? Get profit from better customer experiences. Source: Salesforce.

Call Center 65

Call Center Customer Experience contact center solutions Cloud contact 65

Talkdesk

APRIL 24, 2020

Building outstanding customer experience (CX) and creating positive disruption across the contact center solutions industry is what drives Talkdesk® every single day. We are proud and excited to announce that Talkdesk is ranked #33 in G2’s 2020 list for Best Software Companies and #39 of Fastest Growing Companies.

contact center solutions 57

contact center solutions Contact Center Service level Marketing 57

Cisco - Contact Center

NOVEMBER 24, 2020

Hope and Hype for Customer Service and Support Solutions — Insights from Cisco and Gartner Research. Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead.

Contact Center 101

Contact Center Technology contact center solutions Cloud contact 101

Cisco - Contact Center

NOVEMBER 17, 2020

According to a global survey by McKinsey & Company, 62% of organizations are experiencing increasing demand for online purchasing and services by their customers, and 53% believe this trend will continue in the future. This puts pressure on businesses to improve those experiences so that they increase satisfaction and reduce churn.

Customer Experience 67

Customer Experience Contact Center Government contact center solutions 67

Talkdesk

APRIL 7, 2020

Register now for Opentalk 2020 Virtual and learn from former Walt Disney World CX leader, Dennis Snow. This free, immersive experience will give you access to extraordinary insights from the most disruptive and innovative speakers in customer experience (CX). Four specific strategies for wowing customers every time.

Customer Service 81

Customer Service Wireless contact center solutions Cloud contact 81

Call Journey

JULY 21, 2020

Call Journey, the leading pioneer in Conversation Analytics, recently attended the virtual G-Summit ANZ 2020, the largest Customer Experience event in ANZ by Genesys. The post Significantly Driving Business Performance Through Advanced AI at Virtual G-Summit ANZ 2020 appeared first on Call Journey.

contact center solutions 52

contact center solutions Analytics Enterprise Contact Center 52

Cisco - Contact Center

AUGUST 18, 2020

Each month, you’ll be hearing from me and my Cisco colleagues, on new capabilities to our Webex Portfolio that help organizations improve workplace collaboration, productivity, and customer experience. Improved Operational Efficiency with Webex Contact Center Analyzer Reports. We’d love to hear what you think.

Contact Center 93

Contact Center contact center solutions Analytics Entertainment 93

Cisco - Contact Center

SEPTEMBER 3, 2020

Bridging Two Worlds for Greater Customer Experiences. What’s the first thing that comes to mind when you hear the words “customer experience”? We each have our own perspectives based on our most memorable experiences as consumers – either good or bad. What about when you hear “customer service”? Delightful?

Contact Center 72

Contact Center contact center solutions Analytics Surveys 72

USAN

JANUARY 7, 2022

Those that hadn’t historically offered omnichannel digital options were suddenly trying to navigate digital service tools designed to fill a need that hadn’t seemed pressing — until March 2020 hit. Ultimately, an optimal digital transformation is integrated into every part of a business — especially customer experience.

Customer Experience 59

Customer Experience Journey mapping contact center solutions Chatbots 59

Aspect

NOVEMBER 5, 2018

Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact center to the cloud? A cloud solution can provide small changes that could make a big difference for your contact center.

Call Center 107

Call Center Cloud contact Contact Center contact center solutions 107

Call Journey

JULY 13, 2020

Call Journey proudly announces its participation at the Genesys’ Virtual G-Summit ANZ 2020 to help more organisations significantly improve business performance in the new business-as-(un)usual. Genesys powers more than 25 billion of the world’s customer experiences every year.

Analytics 74

Analytics contact center solutions Contact Center Marketing 74

Cisco - Contact Center

NOVEMBER 26, 2019

However, road crashes are a major cause of death and it has been predicted that traffic fatalities will be the sixth leading cause of death worldwide and the second leading cause of death in developing countries by the year 2020. For more information about Cisco Contact Center solutions visit us at Cisco.com. Learn More.

Contact Center 91

Contact Center contact center solutions Transportation Government 91

AWS Machine Learning

MARCH 31, 2023

In this post, we share how the Kentucky Transportation Cabinet’s (KYTC) Department of Vehicle Regulations (DVR) reduced call hold time and improved customer experience with self-service virtual agents using Amazon Connect and Amazon Lex. Solutions Architect on the Amazon Lex team.

Virtual Agent 78

Virtual Agent Self service Transportation Customer Experience 78

Hodusoft

FEBRUARY 9, 2022

The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. And if one is to go by indications, contact center trends for 2022 , signal a whole new wave coming. AI technology.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

Talkdesk

MAY 8, 2020

A Fortune 100 global media conglomerate is the newest enterprise to choose Talkdesk® as a trusted provider of contact center solutions. This new partnership is the largest, single-instance cloud contact center deployment in the industry.

contact center solutions 78

contact center solutions Cloud contact Contact Center Enterprise 78

Cisco - Contact Center

APRIL 27, 2020

Enhancing Call Center Efficiency . Customer Experience is the priority of business leaders, any size, any vertical. The Future of Cisco Contact Centers. See some practical examples and live demos of AI with Cisco Contact Center solutions (Session at Cisco Live, Video, and pdf available).

Contact Center 84

Contact Center contact center solutions Interactive Voice Response Call Center 84

3CLogic

MAY 26, 2022

If you are seeing a significant drop in customers or stagnated growth in net new customers, the best way to center the new expectations for customer experience is an informed customer experience strategy that can even help you achieve — and exceed — your revenue goals. every year from 2022 to 2030.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 12/11/2019. The number of CBCCI seats in the market grew by 20.1%

Consulting 48

Consulting Consulting Contact Center Marketing 48

Upstream Works

JANUARY 9, 2020

So far, this series has addressed the impact of digital transformation and the importance of personalization as key contact center trends to follow in 2020. That’s a lot of ground to cover, but these are the core building blocks for delivering a great customer experience – CX – all the time.

Contact Center 78

Contact Center contact center solutions CRM Analytics 78

Call Journey

JULY 21, 2020

Call Journey, the leading pioneer in Conversation Analytics, recently attended the virtual G-Summit ANZ 2020, the largest Customer Experience event in ANZ by Genesys. The post Significantly Driving Business Performance Through Advanced AI at Virtual G-Summit ANZ 2020 appeared first on Call Journey.

contact center solutions 40

contact center solutions Analytics Enterprise Contact Center 40

Enghouse Interactive

JANUARY 27, 2021

Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Video is the new Face-to-Face.

Contact Center 93

Contact Center Technology Customer centricity Analytics 93