CCNG

JULY 17, 2024

If you received a penny for every time you heard “automation” or “AI” in the contact center, you could pay off the national debt in about a month. However, understanding the differences between these technologies is crucial for any organization striving to optimize operations in its contact center.

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Contact Center CCNG Interactive Voice Response Virtual Agent 195

CCNG

MARCH 6, 2024

Do you sometimes feel like you are playing buzzword bingo when reading anything about AI in the contact center? A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world. You are not alone.

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Contact Center Calibration Interactive Voice Response Analytics 195

ROI CX Solutions

MARCH 12, 2025

Read Time: 7 minutes Table of Contents Introduction Omnichannel contact centers have many advantages that make them an attractive option for seamless customer communication for many businesses. What is an omnichannel contact center?

Contact Center 52

Contact Center Multichannel Interactive Voice Response Best practices 52

Fonolo

JANUARY 12, 2023

The same holds when considering how artificial intelligence is changing the contact center. . Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. Access to next-level analytics . IVR can: .

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Contact Center Interactive Voice Response First call resolution Contact center software 138

ROI CX Solutions

DECEMBER 16, 2024

While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. In this article, well share strategies and tips on how you can prepare your contact center for the holiday season.

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Contact Center Interactive Voice Response Average Handle Time outsourcing 52

The Northridge Group

AUGUST 10, 2021

Let’s say you’ve already taken the necessary measures to move your contact center from good to great. What’s the next step for your contact center? Leverage Contact Center Analytics. Bridge the Data Gap by Investing in the Right Analytics Practices.

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Analytics Interactive Voice Response Contact Center Coaching 162

CCNG

JULY 3, 2024

This is where CX analytics plays a vital role. By analyzing and interpreting customer data, CX analytics delivers factual insights that allow companies to personalize their support services – they become better equipped to address customer needs and pain points.

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outsourcing Contact Center Airlines CCNG 195

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What AI tools Will Improve Contact Center CX?

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Contact Center Interactive Voice Response Chatbots Average Handle Time 154

NobelBiz

OCTOBER 22, 2024

Fortunately, contact centers can make full use of analytics and smart routing capabilities to maximize inbound call capabilities. This will ensure that a customer query is answered effectively and at the same time maximizing first-contact resolutions. This is because people spend less time holding in queues.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

Noble Systems

JUNE 26, 2020

What is Cloud IVR? . The term “Cloud IVR” refers to the availability of IVR functionality via a Service platform. With a cloud based IVR solution, companies can benefit from the use of modern, efficient cloud-based technologies. Is Cloud IVR Right for Your Business?

Interactive Voice Response 98

Interactive Voice Response Contact Center Technology Real estate 98

NobelBiz

NOVEMBER 19, 2024

Contact centers are now tasked with handling more calls per hour while delivering a seamless customer experience, optimizing costs, and maintaining quality. The possibilities are vast, spanning from customer-facing interactions at the interface level to targeted back-end processes and workforce management. The secret weapon?

Contact Center 52

Contact Center Call Center Interactive Voice Response Wait times 52

CX Global Media

FEBRUARY 8, 2018

Service innovation has for years been a central part of my consulting practice, especially those industries with excessive customer contact: hotels, banks, hospitals, retail stores and call centers. If the innovation spotlight was put on a call or contact center, what would be the outcome. I can spot a script a mile away.

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Contact Center Call Center Coaching Scripts 189

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. The post Guest Blog: Is Your Contact Center Using the Right Customer Feedback Tool?

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Feedback Contact Center Journey mapping Surveys 206

The Northridge Group

MARCH 28, 2022

In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. A Success Story.

Healthcare 128

Healthcare Analytics Contact Center First call resolution 128

TCN

JANUARY 8, 2025

Serving as the central hub for many healthcare organizations, the contact center plays a crucial role in how patients interact with their providers.

Self service 52

Self service Healthcare Interactive Voice Response Contact Center 52

CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Now they are in the Digital Acceleration phase to optimize these processes.

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CCNG Contact Center Interactive Voice Response Education 195

Calabrio

MARCH 31, 2025

Contact Center AI Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service Share The contact center landscape is undergoing a dramatic shiftone driven by the adoption and innovation of AI. The speed of the shift has been remarkablebut its also far from over.

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Contact Center Customer Service Virtual Agent Self service 52

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

MiaRec

APRIL 8, 2024

Ever since COVID, contact centers have increasingly invested in Artificial Intelligence (AI). In fact, according to a recent MarketsandMarkets report, the global contact center AI market is expected to grow at a CAGR of 21.3% billion (May 2022) to $4 billion by 2027.

Interactive Voice Response 97

Interactive Voice Response Contact Center Chatbots Analytics 97

VirtualPBX

OCTOBER 30, 2024

Supporting Community Health with VirtualPBX Contact Center Solutions At VirtualPBX, we’re proud to support the impactful work done by organizations like The Center For Long Covid Research, which recently implemented our Contact Center solution to enhance its call center capabilities.

Contact Center 59

Contact Center contact center solutions Call flow CRM 59

Hodusoft

MARCH 26, 2025

The Complete Guide to E-commerce Contact Center Success with HoduSoft E-commerce companies have revolutionized the way people purchase products, as well as services. E-commerce companies (their contact centers, in particular) face certain unique challenges while delivering customer service. Here are some of those: 1.

Contact Center 52

Contact Center Contact center software Interactive Voice Response contact center solutions 52

Hodusoft

APRIL 2, 2025

The Role of Automation in Telecom Contact Centers: Solving High Volume Challenges and Reducing Costs Uber-connected. ” The irony, however, is that the contact centers of telecom companies can do better when it comes to responding to customers’ queries and resolving their issues. Well-informed.

Contact Center 52

Contact Center Interactive Voice Response contact center solutions Morale 52

NobelBiz

JANUARY 28, 2025

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. How to Benchmark Your Call Center Benchmarking is all about measuring your performance against clear, actionable goals and comparing them to industry standards.

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Benchmark Contact Center Abandon rate Average Handle Time 52

Callminer

MAY 17, 2018

Implement Speech Analytics. Speech analytics lets you identify keywords you want to be notified of or search for in conversations. When these words are used in conversations, speech analytics software flags them, making it easy for you to find and review the call in detail. Utilize an IVR system.

Interactive Voice Response 159

Interactive Voice Response First call resolution Scripts Call Center 159

CSM Magazine

MARCH 20, 2025

For instance, a sales-focused call center may require tools like predictive dialers, while a customer support hub might prioritize interactive voice response (IVR) systems. Decide on a Budget Your budget will determine the tools, staffing, and type of call center you can afford.

Call Center 52

Call Center Interactive Voice Response Morale Contact Center 52

The Northridge Group

SEPTEMBER 27, 2017

Read any publication and you’re sure to find conversations revolving around Artificial Intelligence (AI) helping to power (if not completely replace, in some instances) human interaction. In the contact center, one thing is certain: positive human connections between agents and customers are critical to building brand loyalty.

Contact Center 136

Contact Center Calibration Analytics Chatbots 136

Balto

DECEMBER 18, 2024

In our recent webinar, “ Top Contact Center Trends for 2025 ,” industry leaders Tom Wicker (COO at Health Plan One), Harley Allaby (Director of Operations at Exact Medicare), Rob Westervelt (VP of Customer Success at Balto), and Marc Bernstein (CEO & Founder at Balto) unpacked how AI is shaping the contact center landscape.

Contact Center 52

Contact Center Coaching Interactive Voice Response Engineering 52

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. They are processing data across channels, including recorded contact center interactions, emails, chat and other digital channels.

Analytics 118

Analytics Interactive Voice Response Average Handle Time Contact Center 118

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

pindrop

NOVEMBER 19, 2020

When considering the application of graph analytics for fraud detection in call centers, operationally the “edges” or relationships, links, and connections associated to each node are analyzed to identify valuable patterns that can predict when and where fraud may occur. What is Graph Analysis for Fraud Detection in Contact Centers?

Contact Center 98

Contact Center Analytics Interactive Voice Response Engineering 98

Fonolo

NOVEMBER 11, 2022

Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic. READ THE FULL GUIDE: Contact Center Trends 2023. (It

Contact Center 87

Contact Center Interactive Voice Response Self service Call Center 87

Global Response

JANUARY 8, 2025

minutes Table of Contents Intro At the beginning of 2025, we’re exploring the contact center future trends that are poised to define the coming year. Contact center technology trends The work of contact centers and their agents is deeply impacted by the tools they use. Read Time: 4.5

Call Center 62

Call Center Interactive Voice Response Contact Center Self service 62

Hodusoft

DECEMBER 26, 2024

Why Every BPO Needs an Omnichannel Contact Center for Success? At HoduSoft, we have helped many BPOs set up omnichannel contact centers to streamline their customer service operations and help them deliver exceptional customer experience. What comes to your mind when you hear the word “BPO”?

Contact Center 52

Contact Center Contact center software contact center solutions Chatbots 52

CX Accelerator

JUNE 8, 2020

She said, “It might not be their ‘voice,’ but I’ll spend any free time I have analyzing their clicks, navigation, search history, and more.”. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen.

Surveys 345

Surveys Contact Center Consulting Consulting 345

Fonolo

FEBRUARY 21, 2023

The on-going contact center conversion to SIP trunking technology has been an industry success story. For starters, using SIP technology to enable voice and video calls, messaging, and data transmission saves money: up to 50% more, according to Gartner analysts. What is SIP Trunking? Is SIP the same as VoIP?

Interactive Voice Response 142

Interactive Voice Response voip Contact Center Telecommunications 142

Hodusoft

NOVEMBER 6, 2024

Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance Whether you are an entrepreneur or a professional in the contact center industry or any other sector, you know that implementing best practices can enhance performance by leaps and bounds and drive success.

Best practices 52

Best practices Contact Center Contact center software Abandon rate 52

Fonolo

NOVEMBER 10, 2020

We thought we were bold when we said more than 65% of contact centers would move to the cloud in 2020. Read the Full Industry Report Here: The State of the Contact Center in 2020. We’ve spoken to the experts for our State of the Contact Center 2020 report. It happened even faster than we thought.

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Contact Center Consulting Consulting call center association 135