Aspect

JANUARY 3, 2018

All those users of software resident in the AWS cloud can’t be wrong. The benefits of Software as a Service (SaaS) available from the cloud are inescapable, whether you are operating a contact center or an accounting firm. Learn more about how Aspect Via WFM can be your first step to the cloud in this video.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

Talkdesk

FEBRUARY 16, 2021

And for those already participating in the digital economy, they had to rapidly implement work-from-home (WFH) infrastructure to manage the deluge of incoming requests when agents could no longer come to the physical workplace. You continue to lean on legacy on-premises contact center platforms.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

Serenova

APRIL 19, 2020

As you contemplate a cloud contact center solution to optimize your WFH transition, remember to focus on these four features: Workforce Optimization. The right quality assurance tools can make this assessment easier, keeping both agents and supervisors honest and accountable. Customer-first Support. Global Scalability.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact contact center solutions 76

Serenova

JULY 21, 2020

In parallel, contact centers have never played a more essential role in engaging with customers and making sure service, support and customer experiences are entirely effective and positive. Today, we are enhancing contact center agents’ ability to fully engage with customers by bringing video to the cloud contact center.

Contact Center 90

Contact Center Analytics Technical Support Healthcare 90

Enghouse Interactive

DECEMBER 5, 2018

Analyst, ContactBabel’s recent The Inner Circle Guide to Omnichannel (UK)” report indicates that even in 2021, telephone and email together are expected to account for 81.5% of all contact centre inbound interactions. Cloud contact centre adoption rates will continue to grow.

Coaching 65

Coaching Analytics Cloud contact Self service 65

Serenova

JANUARY 7, 2020

So, we created a true cloud contact center solution that could. Today, that solution unifies everything from customer engagement to quality management to analytics. But the reality is that while moving to the cloud is a smart choice, getting there is not simple nor easy. Simply going live is never the end-goal.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

CSM Magazine

FEBRUARY 17, 2021

Magnus Geverts at Calabrio encourages organisations to re-think their cloud contact centre strategy. In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM).

Gamification 52

Gamification Analytics Employee engagement Quality management 52