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

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. What Does Moving To The Cloud Mean?

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

Calabrio

DECEMBER 8, 2020

I recently chatted with Vasili Triant, chief operating officer for cloud contact center platform provider UJET , about this data disparity threat and how UJET’s new partnership with Calabrio can end data disparity once and for all. Together, there’s no limit to the positive impact Calabrio and UJET can have across the contact center.

Quality management 105

Quality management Contact Center Cloud contact Analytics 105

Playvox

NOVEMBER 18, 2021

Even though contact center facilities were shuttered, businesses still had to serve their customers, which meant setting up their agents to work remotely. Those with cloud contact center solutions were able to make the transition quickly. A contact center that uses SaaS can expect to realize numerous powerful benefits.

contact center solutions 52

contact center solutions Cloud contact Contact Center SaaS 52

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. May 2, 2022 By Donna Fluss.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Together, these tools provide a comprehensive overview of call center operations, empowering managers to optimize performance continuously. Hold queues and smart call routing play a pivotal role.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Connect

NOVEMBER 24, 2024

Contact centres that need to respond to periods of high demand or manage large agent numbers, especially across geographies and time zones, need a system that can forecast engagement volumes and determine agent demand and the necessary skills at specific times of the day.

Engineering 100

Engineering Quality management Cloud contact Interactive Voice Response 100

Serenova

MAY 13, 2020

This is when quality management becomes essential. Quality management is a key contributor to boosting the customer experience because it pinpoints where your team is doing well, as well as areas for improvement. Before recording and analyzing any calls, clearly document the goals of your quality management program.

Contact Center 75

Contact Center Calibration Quality management Coaching 75

Serenova

APRIL 26, 2019

For some technology solutions (customer relationship management (CRM), for example) the cloud is now the de facto standard. This practical primer on the cloud and its role in the contact center is designed to arm you with a high-level view of the cloud and its role in the contact center. Reliability.

contact center solutions 40

contact center solutions Cloud contact Contact Center CRM 40

Talkdesk

MAY 6, 2020

These disparate systems range from communication channel point products like chat, telephony and messaging apps, to siloed CRM systems, to disconnected Workforce Management, Quality Management, Analytics, AI technology and more. This includes IVR, omnichannel, self-service and outbound.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. We believe integrating video into a cloud contact center solution is the first and best way to leverage this opportunity right now.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Serenova

NOVEMBER 19, 2019

Today, we announced Serenova’s acquisition of the ProScheduler workforce management (WFM) technology from Loxysoft. This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation. This kind of integration is necessary. And it’s what’s next.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

Eptica

FEBRUARY 5, 2021

Date: Friday, February 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for the hybrid contact centre. Author: Pauline Ashenden - Demand Generation Manager The last year has transformed contact centres, with the majority forced to switch to remote working due to pandemic lockdowns.

Cloud contact 72

Cloud contact Quality management Marketing Technology 72

Aspect

JULY 15, 2020

On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM). In this necessarily – mobile contact center world , that’s not a surprise.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

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 111

Customer Experience Contact Center APIs Analytics 111

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. CxEngage Quality Management provides native call recording, screen capture and quality assurance capabilities all within a unified interface, which means fewer applications to manage.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

Tethr

NOVEMBER 15, 2021

A leader in contact center operations, this forward-thinking organization provides cloud contact center services to enterprise customers with an eye towards a seamless customer experience. This platform delivers reliable contact center and call center reporting for powerful customer insights.

Contact Center 93

Contact Center Analytics Marketing First call resolution 93

CSM Magazine

JULY 14, 2022

Smart resellers are already adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio. Just be sure to check the label: is it true or fake cloud?

Management 59

Management Agent Empowerment Analytics Cloud contact 59

Calabrio

DECEMBER 8, 2020

I recently chatted with Vasili Triant, chief operating officer for cloud contact center platform provider UJET , about this data disparity threat and how UJET’s new partnership with Calabrio can end data disparity once and for all. Together, there’s no limit to the positive impact Calabrio and UJET can have across the contact center.

Quality management 59

Quality management Contact Center Cloud contact Analytics 59

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

Vonage

JANUARY 30, 2019

Contact centres are a case in point. We know cloud contact centres enable both virtual and home-based resource models. As more centres migrate to the cloud, more can consider these options. With such an obsession for cost control, it’s no surprise that contact centres have relied on command and control behavior.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Calabrio

MARCH 2, 2020

The deep integration of the Calabrio ONE suite with Twilio Flex offers customers the ability to easily augment Twilio Flex by integrating with and leveraging workforce optimization (WFO) / workforce engagement management (WEM) capabilities from an industry leader like Calabrio. Find out more about Calabrio and Twilio Flex.

Contact Center 71

Contact Center contact center solutions Airlines Quality management 71

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

DMG Consulting

APRIL 20, 2020

What Contact Center Managers Do Now. If you’ve succeeded in moving your contact center employees to their homes, the next priority is to provide them with ongoing support. (And It’s critical for contact center managers to take care of their agents so that they can be there for customers. Hope you can join me.

Contact Center 62

Contact Center Government Cloud contact Quality management 62

Talkdesk

MAY 11, 2020

Doing so provides greater transparency into the quality management process and helps teams identify small wins they can celebrate to build and maintain strong morale and motivation. At no cost for 30 days, it will help you access speech analytics and automate parts of your quality assurance process across all of your calls. .

Coaching 88

Coaching Contact Center Morale Analytics 88

CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. Calabrio , the workforce engagement management (WEM) company, has seen a strong growth trajectory in the UK during the last 12 months, despite the global pandemic. About Calabrio.

Technology 52

Technology Cloud contact Telecommunications Analytics 52

NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. Measurable: We must guarantee that the goal can be quantified.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Enghouse Interactive

DECEMBER 5, 2018

Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. Cloud contact centre adoption rates will continue to grow. Today, all these concerns are steadily melting away and there is a much higher level of confidence in the cloud.

Coaching 65

Coaching Analytics Cloud contact Self service 65

Monet Software

DECEMBER 14, 2018

The workforce management component of your WFO system should accurately forecast customer demand by analyzing historic data and statistics, pulled from your media handling system (calls, messages, emails, etc.). With an accurate forecast in place, WFO will help managers create effective schedules that meet customer demand. Scheduling.

Quality management 48

Quality management Cloud contact Analytics Contact Center 48

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. We understand there is a high level of accountability and anxiety during implementation that affects many and must be managed expertly.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

NICE inContact

JULY 12, 2016

Each customer interaction is a potential treasure trove of information that, when properly analyzed and disseminated, will enable your contact center to make the leap from a “cost center” to a revenue contributor. Consider the end results of how your WFO-enabled contact center will operate.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

NICE inContact

OCTOBER 25, 2019

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. An often overlooked approach is to transition workforce optimization functions to the cloud, while keeping your ACD and PBX on-premises.

Contact Center 48

Contact Center contact center workforce Cloud contact Quality management 48

CSM Magazine

APRIL 28, 2021

Contact Centre as-a-Service (CCaaS) players might have the specialist cloud contact centre expertise and Unified Communications (UCaaS) players additionally offer voice functionality, but both lack the CRM capabilities necessary to fully understand the customer.

CRM 59

CRM Analytics Multichannel Telecommunications 59

8x8

OCTOBER 25, 2017

The good news: pure cloud contact center providers have benefited from legacy providers’ struggles to create flexible solutions to transform customer experiences and turn pain into triumph. This helps businesses better manage their resources and alleviate the pain of customers waiting on hold for an extended period.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

NICE inContact

AUGUST 28, 2019

Contact center managers often tell us, “My contact center. And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”. Quality Management Analytics. And NICE inContact can help you do just that!

Surveys 55

Surveys Coaching Contact Center Quality management 55

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). Here are three ways to get started: 1.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

NICE inContact

JANUARY 28, 2019

For agents to provide exemplary, retention-driving customer service, they need to know how they are performing against quality standards, and an evaluation scorecard is the best and most effective way to do so. Tips for building a contact center quality scorecard . Make it fair. Keep it simple and easy to digest.

Call Center 54

Call Center Contact Center Quality management Analytics 54