CCNG

MARCH 13, 2024

Staffing Shortages in The Contact Center Won’t Go Away Without Action The hurdle our industry has faced repeatedly is staffing or the lack of staffing available. While that is pretty general in defining “generative AI” the lesson is clear: AI is part of the future in the contact center industry. Match the symptom to the solution.

Customer Experience 195

Customer Experience outsourcing Contact Center Analytics 195

IdeasUnlimited

AUGUST 21, 2024

In this context, USA call centers are particularly influential, setting high standards for the industry through their advanced technology, expert training, and commitment to quality. Industry expertise plays a key role in improving client relationships.

industry standards 98

industry standards Call Center Best practices Benchmark 98

Callminer

MAY 12, 2020

Determining which ones will work well with existing systems, personnel and clientele – while abiding by your industry’s restrictions – can be nerve-wracking. Analytics Solutions (such as speech analytics and interaction analytics tools). CRM solutions should help to coordinate separate teams.

call center software 182

call center software Best practices Call Center Interactive Voice Response 182

ShepHyken

OCTOBER 6, 2023

Customer Relationship Management (CRM) Software Imagine a business owner needing to stay on top of customer interactions, sales data, and marketing tasks. This is where CRM software comes in as your savior. You can also gain valuable insights from the built-in analytics. Create over 10+ types of QR Codes.

CRM 166

CRM Analytics Feedback Sales 166

CCNG

MAY 27, 2021

Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. Bring in Expertise – Wealth of knowledge Although you are the expert on everything about your company, center and customer, an outside consultant can bring in expertise on industry best practices for a variety of workstreams.

Consulting 195

Consulting Consulting Contact Center Gamification 195

ShepHyken

AUGUST 1, 2017

Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems , about how AI technology will help companies serve their customers even better. Jeff Nicholson on What Consumers Know (and Don’t Know) About Artificial Intelligence. About: Jeff Nicholson is a recognized customer engagement thought leader.

Education 197

Education Self service Best practices CRM 197

Callminer

FEBRUARY 21, 2018

A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Lauren Stafford is a Digital Publishing Specialist at Discover CRM. discover_crm. When purchasing a call monitoring solution…”. Craig Borowski.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Peter Lavers

OCTOBER 19, 2017

Segmentation is well established in Marketing and CRM as a way to systematically subdivide a market or a customer base into discrete groups that have different needs or require distinct treatments. Apparently, you’ve got to be a Data Scientist now before you’re allowed near an analytics tool! Market vs. Customer Segmentation.

Analytics 173

Analytics CRM Big data Marketing 173

TeleDirect

DECEMBER 25, 2024

Customer Relationship Management (CRM) Systems Store customer data and interaction history. Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

Tethr

DECEMBER 8, 2021

The company will use the new funds to accelerate investments in sales and marketing and continue to advance its industry-leading listening platform. In conjunction with the funding, software industry veteran Robert Beasley has been named CEO of the company. The conversation analytics market is changing and maturing. About Tethr.

Analytics 88

Analytics Enterprise Sales Customer Care 88

TechSee

DECEMBER 11, 2018

Technologies: Data Analytics, AI, AR solutions. As contact centers move beyond the standard ticketing, CRM and IVR systems, three primary fields of technology have emerged at the forefront of proven, results-driven innovation. These relatively simple AR applications have been proven to positively impact both sales and service.

Call Center 182

Call Center Customer Experience Self service Contact Center 182

CCNG

MAY 30, 2024

If your platform produces amazing forecasts but no aligned schedules, then you likely have a data analytics platform and not a WFM platform. You want your scheduled number of agents to increase as your volume increases, and you want schedules to decrease as volume decreases.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

Talkdesk

DECEMBER 22, 2020

We’re also thrilled to announce that we lead the Contact Center as a Service (CCaaS) industry in six categories: Best Contact Center Operations Software. Best Speech Analytics Software. And we’re proud to tell the world that Talkdesk placed number one in 18 reports, one more than in the G2 Fall 2020 Report. ??.

call center software 139

call center software Contact Center SaaS CRM 139

CCNG

AUGUST 28, 2024

While almost all industries are going digital, there’s one industry that is leading the charge in the digital revolution, i.e., Contact Centers. By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

ShepHyken

AUGUST 1, 2017

Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems , about how AI technology will help companies serve their customers even better. Jeff Nicholson on What Consumers Know (and Don’t Know) About Artificial Intelligence. About: Jeff Nicholson is a recognized customer engagement thought leader.

Education 31

Education Self service Best practices CRM 31

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Whether you rely on Customer Relationship Management (CRM) software to use helpful customer information to get ahead of your competitors, it’s still important to make improvements to continue getting this helpful information.

Call Center 157

Call Center Customer Experience Brand ambassadors Interactive Voice Response 157

CSM Magazine

NOVEMBER 26, 2024

The mortgage industry has come a long way from piles of paperwork and lengthy approval processes. Here’s how technology is revolutionizing customer service in the mortgage industry. Personalized Mortgage Solutions Through Data Analytics Data analytics are enabling mortgage companies to offer more personalized solutions.

Technology 52

Technology Customer Service Real estate Chatbots 52

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

NobelBiz

APRIL 2, 2024

We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check. Feature Set Offer a comprehensive suite of advanced features, including omnichannel routing, advanced IVR systems, workforce management tools, CRM integration, reporting, and analytics capabilities.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

TMP Direct

JUNE 25, 2024

In the fast-changing landscape of BPO, integrating Customer Relationship Management (CRM) technologies has proven to be a game changer. As businesses attempt to improve their customer support and call center experience, combining modern BPO tactics with cutting-edge CRM technology is increasingly important.

CRM 52

CRM First call resolution Multichannel Call center experience 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. On the inside, call center leaders are focusing on the means—IVR, CRM, CTI, AHT, UCD, ACD and ASA. Mentoring, not just manners.

Contact Center 189

Contact Center Call Center Coaching Scripts 189

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. It doesn’t connect your CRM with the point of sales to inform agents about the customers. However, Mead says these tools are not enough. There is much more.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

TeleDirect

JANUARY 30, 2025

Employee Turnover and Retention Challenges Industries with high turnover rates, such as customer service, require continuous rehiring and training, disrupting workflow and increasing costs. labor laws, data security policies, and industry standards. employment laws, data security policies, and regulatory requirements.

outsourcing 106

outsourcing Call Center CRM Technical Support 106

TeleDirect

JANUARY 7, 2025

Utilizes advanced tools, such as call routing and CRM integration, to enhance efficiency. Advanced analytics and reporting to monitor performance and identify trends. How a Call Center Can Help: Provides dedicated agents trained to deliver exceptional service. Reduces wait times by ensuring adequate staffing during peak hours.

Call Center 126

Call Center Wait times Abandon Call outsourcing 126

ProProfs Blog

AUGUST 6, 2021

Employee engagement platforms comes with interesting features like customizable templates, advanced analytics, feedback forums, and so on. Best employee engagement software has an option to analyze survey responses via advanced AI analytics. Integrate with 3rd party tools like google analytics, intercom, slack, salesforce, and more.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

OrecX

MAY 17, 2022

Some vendors claim it is complicated and time consuming to export your recordings in a playable, industry standard format - which it shouldn't be! You also want the ability to collect non-audio data from CRM, ACD or agent desktop applications via a REST API, which can then be appended to audio recordings.

industry standards 121

industry standards APIs CRM Analytics 121

Balto

JANUARY 14, 2025

In todays customer-first world, monitoring and improving call center performance through analytics is no longer a luxuryits a necessity. Utilizing call center analytics software is crucial for improving operational efficiency and enhancing customer experience. What Are Call Center Analytics?

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Callminer

SEPTEMBER 23, 2020

Speech analytics tools like CallMiner Eureka , for instance, allows call center managers to monitor outbound calls for language patterns, indicators of customer sentiment, and other factors that provide insight into performance. Leverage speech analytics software for ongoing training and coaching. Work becomes easy.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

DMG Consulting

AUGUST 26, 2024

GenAI Is Revolutionizing Conversation Analytics View this article on the publisher’s website The conversation analytics IT sector is strong and picking up momentum, due in large part to generative artificial intelligence (genAI)’s contributions.

Analytics 48

Analytics Contact Center Quality management Calibration 48

NobelBiz

APRIL 23, 2024

The debt collection industry is undergoing a major shift. This expectation has permeated the collections industry, leading to the adoption of omni-channel communication strategies. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

Outsource Consultants

JANUARY 31, 2025

At Outsource Consultants, we’ve seen firsthand how lead generation call center services can dramatically boost sales for companies across industries. Selecting the Right Partner When choosing a lead generation call center, businesses must consider factors such as industry expertise, technology infrastructure, and scalability.

Call Center 67

Call Center Sales outsourcing CRM 67

VirtualPBX

FEBRUARY 5, 2025

Healthcare Member Services and Support Services Team Optimizing call disposition codes in healthcare ensures efficient patient management and compliance with industry regulations. CRM Integration: Connect call disposition data with your CRM system to track the sales pipeline and monitor conversion rates.

Healthcare 45

Healthcare Agent Empowerment Technical Support CRM 45

VirtualPBX

APRIL 2, 2024

Industry-Leading 24/7 Support & White-Glove Setup Before delving into the 6 standout contact center features that distinguish VirtualPBX Contact Center, let’s take a moment to highlight what has distinguished VirtualPBX for the past 26 years.

contact center solutions 98

contact center solutions Contact Center CRM Analytics 98

CSM Magazine

MARCH 24, 2022

It is common knowledge that the retail industry thrives on positive customer interactions and feedback, so when reviewing the ways in which organizations can grow and remain competitive in their field, it is vital to craft plans that revolve around optimizing the customer experience. In retail, the customer is king.

Customer Experience 119

Customer Experience Self service Analytics Upselling 119

TeleDirect

DECEMBER 24, 2024

AI-Powered Hyper-Personalization What It Means: Hyper-personalization involves using artificial intelligence (AI) and advanced analytics to deliver uniquely tailored experiences to each customer. AI Advancements: Machine learning and predictive analytics make it easier to understand customer behavior and anticipate needs.

Customer Service 62

Customer Service Analytics Airlines CRM 62

Hodusoft

NOVEMBER 24, 2021

It is difficult, if you are not an industry insider, to keep a tab on all the latest developments and know which call center tools are relevant for today’s customers. . These metrics are transformed into meaningful feedback that can help in decision-making by call centers using data analytics tools. CRM Integration.

Call Center 105

Call Center Interactive Voice Response call center software CRM 105

ROI CX Solutions

OCTOBER 7, 2024

12-Minute Read Table of contents What is speech analytics in call centers? What can speech analytics do for a call center? Contact center use cases for speech analytics tools Features of a speech and text analytics service for call centers Implementing speech analytics in a call center What is the future of speech analytics?

Call Center 52

Call Center Analytics Contact Center Coaching 52