Playvox

MAY 2, 2023

A cloud contact center is one that’s hosted somewhere other than a contact center’s physical premises and handles all customer interactions through a single platform. The cloud contact center provider handles the servers and software involved in delivering an excellent customer experience.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

Playvox

APRIL 27, 2023

Tackle Agent Attrition, Address Burnout With WEM In 2022, the average a gent turnover rate climbed as high as 30% for large customer service organizations. Gamification can contribute to a better agent experience by breaking up the daily routine while promoting collaboration and a deeper sense of community within the team.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

NobelBiz

APRIL 18, 2023

IVR is a powerful tool that can organize and streamline the entire workflow of your contact center while offering a positive experience to your inbound clients and outbound prospects. Agent turnover, monotony, and lack of engagement are some of the problems contact center managers have to deal with daily.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Playvox

APRIL 25, 2023

Experts predict that using remote and hybrid contact center agents will remain a cost-effective, efficient solution for delivering outstanding customer support well into the future. A 2022 ICMI study revealed that 34% of contact centers cited training a remote workforce as their biggest challenge.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

NobelBiz

FEBRUARY 21, 2022

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact center software 52

Contact center software Contact Center contact center solutions Cloud contact 52

DMG Consulting

DECEMBER 11, 2019

DMG expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023. CBCCI offerings have reached functional parity with on-premise solutions, and companies large and small are taking advantage of the market-changing innovation and automation that the cloud-based solutions provide.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

DMG remains bullish on this IT market, particularly now that some larger contact centers are either moving to the cloud, albeit not all of their seats at once, or considering a move. in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. DMG expects the CBCCI market to grow at a minimum rate of of 22.5%

Consulting 48

Consulting Consulting Contact Center Marketing 48

Playvox

JUNE 22, 2023

Wrap-Up Time The time required by an agent after a conversation is ended to complete work that is directly associated with the contact just completed. Three Ways To Improve Agent Performance Metrics Contact center managers should provide additional agent training. Why do metrics matter?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

3CLogic

JANUARY 5, 2022

As technology continues to rapidly develop, contact centers will need to revisit the tools they use in order to keep up. Consider how the contact center landscape changed during 2021 alone. Let’s review what happened over the last year to see what lies ahead for 2022. Recapping How Contact Centers Evolved In 2021.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52