Playvox

AUGUST 25, 2021

More than just a cost center, modern customer experience organizations are now responsible for support, as well as customer acquisition, retention, cross-selling, and upselling. In a digital-first world, customer experience centers have become the heart of modern businesses. ENJOYING THIS ARTICLE? Sign up for our newsletter.

Management 57

Management Agent burnout Contact Center Coaching 57

8x8

DECEMBER 3, 2018

Lenox made this discovery because they have robust contact center analytics that give real-time notification of trouble areas so issues can be immediately rectified. Use customer experience analytics to quickly identify problems such as excessive hold times or transfers, and then drill down to analyze specific customer journeys.

Customer Service 54

Customer Service Abandon rate Contact Center First call resolution 54

Enghouse Interactive

AUGUST 13, 2018

Therefore it is important that quality of service is maintained within this hub. In this blog we will take a look at some top tips on how to improve quality management across all channels, to help guarantee consistent good service. Is it that it wants to cross-sell and upsell to the customer?

Average Handle Time 40

Average Handle Time Scripts Quality management Coaching 40

Verint

APRIL 19, 2016

What’s more, traditional quality programs don’t provide organizations with the responsiveness needed to affect change.

Analytics 23

Analytics Upselling Quality management Coaching 23

Balto

JANUARY 24, 2025

Example: A supervisor overseeing a high-pressure sales team uses Balto to highlight missed upselling opportunities in real-time, helping agents close deals more effectively. How It Helps: Advanced analytics identify trends in customer sentiment, agent performance, and recurring issues.

Call Center 52

Call Center Scripts Coaching First call resolution 52

Enghouse Interactive

SEPTEMBER 3, 2021

Their overall revenue growth was attributed to increased customer engagement, higher levels of satisfaction, and more extensive conversations with appropriate subject matter experts (SME’s) resulting in more upsell and cross-sell opportunities.

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

Serenova

AUGUST 11, 2020

They’re responsible for taking customer support calls, supporting outbound campaigns, staying up to date on the company’s offerings and cross-selling/upselling. CxEngage Quality Management. However, there are a few core tenants of their job that remain consistent. Taking Customer Support Calls.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

Balto

JANUARY 30, 2025

Calabrio Workforce optimization & quality management Custom pricing 4.3 OttoQA Automated quality assurance Custom pricing 4.4 Convoso Outbound call centers & lead management Custom pricing 4.6 Analytics Dashboard: Tracks adherence, compliance, and overall agent performance.

call center software 52

call center software Call Center Multichannel Coaching 52

ROI CX Solutions

DECEMBER 6, 2024

Data for better decision-making: Sentiment analysis, NLP, predictive analytics, and other insights allow call centers to identify trends, improve strategies, and prevent smaller or developing issues from escalating. Machine learning for predictive analytics and pattern recognition Machine Learning (ML) is a method for training AI programs.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

Enghouse Interactive

JULY 10, 2018

The goal is to not have members repeating themselves every time they interact with your company.Not only does the 360 degree view allow for easier service but it also allows you to anticipate members needs, and then upsell. Use journey analytics to drive better experiences. What are journey analytics? Read the full study here.

Self service 40

Self service CRM Contact Center Analytics 40

Balto

JANUARY 18, 2025

But the good news is that with a robust call center management strategy, including the right strategies, tools, and leadership approach, you can transform chaos into consistency and set your team up to thrive. Call center process management isnt just about efficiency anymore. Managing shifts to prevent agent burnout.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

But the good news is that with a robust call center management strategy, including the right strategies, tools, and leadership approach, you can transform chaos into consistency and set your team up to thrive. Call center process management isnt just about efficiency anymore. Managing shifts to prevent agent burnout.

Best practices 52

Best practices Call Center Metrics Management 52

Dialer 360

MAY 3, 2019

As well as CTI, email, text and media channels and quality management. Thus, also providing to enhance in upsell and cross categories opportunities. Reporting And Analytics To Improve The CX. Ultimately, elements which comprise a conventional call center. A customer operates the system and makes them available.

Contact Center 23

Contact Center Call Center call center solutions Interactive Voice Response 23

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” One of those considerations is metrics. Goal Completion Rate – Like any other business initiative, every chatbot has a goal (in fact, some have many goals).

Metrics 45

Metrics Chatbots Average Handle Time Wait times 45

Dialer 360

OCTOBER 12, 2018

Latest interactive IVR, ACD, CTI, email, text, chat, social media, and quality management. Commanding analytics capabilities which provide actionable contact center insights. This doesn’t only increase customer satisfaction also deliver improvements in upselling and cross-sell opportunities. Including PBX.

Call Center 20

Call Center Contact Center Cloud contact Abandon Call 20

NobelBiz

MARCH 23, 2022

What analytics do you offer? Get to know your contact center agents, managers, supervisors and implementation teams’ needs You don’t want to sign up for a contact center solution simply because of the claim it will improve your contact center KPIs. Learn every about Managing CCaaS Expectations vs Reality.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” One of those considerations is metrics. Goal Completion Rate – Like any other business initiative, every chatbot has a goal (in fact, some have many goals).

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

SmartKarrot

APRIL 23, 2020

Responses provided for “Others” were: Sales Manager Customer Success Marketer Customer Success Analyst VP Services Delivery Director Merchant Development Customer Success Specialist Customer Service Director Customer Success/ Quality Manager Customer Support. Building the appropriate compensation, recruitment, and training plan.

Management 10

Management Complaint resolution Customer retention Engineering 10