CX Accelerator

JULY 22, 2019

Fortunately, tools do exist that collect direct customer feedback, or Voice of Customer (VoC), which can give insight as to the level of service they received so operations can be enhanced. To find out the answers to these questions and more, it’s important to ask customers and listen to what their responses are. Back To CX Accelerator Blog

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

Aspect

DECEMBER 1, 2020

Along the way, these organizations have been by our side, collaborating to provide product input and feedback, partnering with us to advance and continuously improve our contact center portfolio into the industry-leading, fully featured contact management and workforce optimization solutions they are today.

Enterprise 118

Enterprise contact center solutions Cloud contact Contact Center 118

CSM Magazine

MARCH 27, 2025

The partnership will see Essent embark on its transition to enhance its contact centre capabilities whilst maintaining its commitment to delivering exceptional customer service. We will provide real-time oversight of contact centre performance, while ensuring continuous optimisation based on customer and agent feedback.

Engineering 52

Engineering Customer Experience Cloud contact Technology 52

8x8

MARCH 12, 2019

This partnership with Google Cloud is new, will allow us to expand our artificial intelligence capabilities to new areas, and doubles down on our commitment to provide companies with a unified communications solution that creates a seamless, exceptional customer experience. If you’d like to participate in the testing, contact us at vccai@8x8.com.

Contact Center 54

Contact Center Cloud contact Virtual Agent Wait times 54

Connect

SEPTEMBER 30, 2024

Contact centre operators in South Africa need robust data management strategies that connect structured and unstructured data from multiple channels and sources, including customer interactions, feedback, and social media. To overcome this, contact centres should invest in cloud contact centre solutions.

Cloud contact 96

Cloud contact Average Handle Time Customer centricity Analytics 96

Talkdesk

FEBRUARY 15, 2021

Modern contact centers are integral to driving unified and seamless PX. Healthcare providers are reconsidering how customer service influences PX, and turning to modern cloud contact centers to leverage capabilities that go beyond issue resolution.

Healthcare 98

Healthcare Contact Center Cloud contact Surveys 98

NICE inContact

JULY 30, 2019

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. Find the right balance for your customers to deliver helpful feedback. Ask Less, Learn More.

Feedback 55

Feedback Surveys Contact Center Best practices 55

SharpenCX

AUGUST 4, 2021

Some 83% of employees really appreciate receiving feedback, regardless if it’s positive or negative. Your agents crave your feedback. Believe it or not, that regular dose of performance feedback alone results in dramatic performance improvements for your employees. Simplify agent development with customized agent scorecards.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Liveops

MARCH 11, 2021

You need to provide them with tools to share feedback with you on their level of engagement.” – Greg Hanover . An important piece to integrate is real-time feedback. This can also be helpful to support emotional intelligence, such as how to provide feedback to team members and how to improve communication with each other.

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

Calabrio

FEBRUARY 25, 2025

This granular understanding allows businesses to proactively address negative experiences, capitalize on positive feedback, and tailor agent coaching to improve future interactions. Solutions Built to Scale: The true-cloud platform scales alongside organizations and can be adapted to the needs of both small and large contact centers.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. This feedback can highlight specific areas where agents excel or need improvement. Use this feedback to make informed improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Talkdesk

APRIL 26, 2019

Building Customer Satisfaction Surveys In the modern call center or cloud contact center, analytics provide much of the data that drive business decisions around improving customer satisfaction.

Call Center 79

Call Center Interactive Voice Response Surveys Cloud contact 79

Cisco - Contact Center

JUNE 18, 2020

Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Flexible Cloud, Premises, and Hybrid Deployment Options.

Contact Center 95

Contact Center Enterprise contact center solutions Cloud contact 95

SharpenCX

OCTOBER 13, 2021

If you haven’t already, it’s vital to have cloud technology that keeps your data safe and makes your customer information accessible anywhere with internet access at any time. Cloud contact center technology allows your team to route and deliver interactions to remote agents across any channel.

Contact Center 128

Contact Center Technology Coaching Cloud contact 128

Talkdesk

MARCH 30, 2021

Moving your contact center to the cloud is a huge step forward. A cloud contact center offers retailers rich insights on what customers want and don’t want, as well as reams of product and services feedback. . But what’s the plan?

Contact Center 91

Contact Center Upselling Cloud contact Analytics 91

NobelBiz

JANUARY 30, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

Call Center 103

Call Center Interactive Voice Response Telecommunications Contact Center 103

NobelBiz

NOVEMBER 13, 2023

NobelBiz Omni+, our Cloud Contact Center Solution, stands out by consolidating all communication channels into a seamless platform, ensuring an excellent customer experience. To learn more, read this article on What is The Call Center Net Promoter Score NPS – and How to Improve It? CLV = 50 $x 12 months x 3 years = 1800$.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

SharpenCX

JANUARY 3, 2022

Prioritize initial training and create a culture that encourages feedback and asking questions. Read Next: A Step-by-Step Guide to Search for Your Next Cloud Contact Center. The post Boost Your Flexible Workforce in these Five Steps: Preparing your Contact Center for the Gig Economy appeared first on Sharpen.

Contact Center 128

Contact Center Call Center Healthcare Cloud contact 128

TechSee

AUGUST 14, 2023

We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better! TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Cisco - Contact Center

DECEMBER 17, 2020

And throughout the year, the physical world was impacted such that a significant increase in digital interactions and an elevated status for contact centers came to be. We’re excited to announce last week’s launch at WebexOne of the all-new Cisco Webex® Contact Center – a truly next generation cloud contact center.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

Fonolo

FEBRUARY 2, 2023

It’s a great way to follow up with them after an interaction to gather feedback, send a reminder, or even prompt an action. Agent workflow As careful as your agents might be, human error is always a challenge in the contact center. NICE in Contact This cloud suite is great for contact centers looking to offer an omnichannel experience.

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

NobelBiz

JULY 25, 2023

Emails : Written communications, often detailing specific issues or feedback, which can be analyzed for content richness and sentiment. Social Media : Customers today take to platforms like Twitter, Facebook, and LinkedIn to voice concerns, appreciation, or feedback. Live Webchat : Instant messaging platforms on websites or apps.

Analytics 98

Analytics Call Center Contact center software Scripts 98

Fonolo

MARCH 30, 2020

Get Virtually Constant Feedback. Finally, get constant feedback from start to finish. Get feedback from your team on how they’re finding things and ways to improve, including the technology that you’re using. Is it helping our hindering your remote contact center team?

Contact Center 133

Contact Center Management virtual call center Call Center 133

Cisco - Contact Center

SEPTEMBER 17, 2020

We’ve made it easier for you to receive real-time notifications when your customers give you survey feedback, so that you can quickly follow-up and “close the loop” with your customers. We’ve also introduced more channels when Webex Experience Management is integrated at the contact center agent desktop. Here’s What’s New.

contact center solutions 91

contact center solutions Contact Center Surveys Cloud contact 91

Serenova

JULY 7, 2020

A cloud contact center like CxEngage QM can record, analyze and score every call, which means supervisors can hone in on areas for improvement, and customize instruction and coaching, with ongoing training refreshers. The most successful contact centers take it further.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

NICE inContact

MARCH 28, 2019

More advanced functionality includes helping employees provide better service, enabling 24/7 operations, collecting feedback from customers, and offering ways other than phone calls to communicate. . Cloud contact center technology levels the playing field by removing this cost barrier. Parity is not an advantage, however.

Call Center 61

Call Center Cloud contact Contact Center Interactive Voice Response 61

Serenova

MAY 7, 2020

And both agents and IT teams have had a chance to use it and provide feedback. These pilot deployments have helped businesses realize the cloud is a viable solution, and it can quickly and easily be expanded. With the cloud, you can effectively respond to needs on a moment’s notice. Ensure Business Continuity During a Crisis.

Contact Center 86

Contact Center Analytics Morale contact center solutions 86

SharpenCX

MARCH 18, 2020

Aside from your cloud contact center platform, agents will need access to your knowledge base, customer files, SOPs, CRM, and ticketing system, too. Being present with your agents and letting them see your expressions as you share feedback is crucial to keeping communication crystal clear. What’s more?

Call Center 94

Call Center Morale Coaching Cloud contact 94

Serenova

NOVEMBER 19, 2019

By combining Serenova’s CCaaS with intelligent, native WFM, we will offer a new and innovative way for contact centers to ensure the right staffing, at the right time, for optimal cost efficiencies and customer experience. This kind of integration is necessary. And it’s what’s next. This is our second acquisition to build out our WFO line.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

NobelBiz

OCTOBER 24, 2023

Social media engagement for customer feedback. SMS text messaging In-person (for retail contact centers) Of course, the easy way of deploying, managing and tracking all these channels is to opt for a cloud contact center platform such as NobelBiz OMNI+ that allows full omnichannel operability.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

NICE inContact

JANUARY 28, 2019

We’ve arrived at part 4 of our 5 part series on the recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018. We’ve talked about the thorough questionnaire and proof of concept demos, but as every contact center well knows, no vendor review would be complete without including the voice of the customer.

Cloud contact 54

Cloud contact contact center solutions Contact Center Feedback 54

Serenova

MARCH 31, 2020

Serenova’s CxEngage cloud contact center solution goes beyond simply moving agents from a seat in the contact center to one in their own home, it provides tools and features that keep your contact center agents working safely and productively long-term. Managing the Performance of a Remote Team.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Aspect

JULY 15, 2020

Every year, Aspect surveys over 500 agents to understand their preferences and concerns. Aspect is making it much easier for employees to be effective participants in the mobile workforce. .

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Serenova

MAY 13, 2020

Also, encourage their feedback in the process. Data-driven feedback is most useful for helping agents improve, and this kind of calibration ensures consistency. To learn more about Serenova’s CxEngage Quality Management, contact us for a demo or download our guide Quality Management and Your Cloud Contact Center.

Contact Center 75

Contact Center Calibration Quality management Coaching 75

Cisco - Contact Center

JANUARY 27, 2020

Introducing Webex Experience Management (formerly CloudCherry), our new customer experience management solution that uniquely integrates with Cisco Contact Center solutions. Webex Contact Center Enterprise , our new cloud contact center solution for large enterprises is now globally available. What’s Next?

Contact Center 57

Contact Center contact center solutions Enterprise Cloud contact 57

NICE inContact

JULY 10, 2018

So how can businesses reap the rewards and achieve the most out of an investment in cloud contact center technology? Firstly, it’s important to have the right software cloud software in place. You’ll be looking for a vendor that can provide this as well as who can help you optimize your cloud contact center in these five ways.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

NobelBiz

APRIL 8, 2025

” Listen to their feedback and implement changes based on their experiences. Audit your current tech stack, remove redundant tools, listen to agent feedback, and implement systems that centralize key functions into one interface. Ask Agents What Slows Them Down Your frontline team understands the workflow better than anyone else.

Call Center 40

Call Center Agent burnout Contact Center CRM 40