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. Infographics/emoticons (??

Call Center 79

Call Center Interactive Voice Response Surveys Cloud contact 79

3CLogic

JULY 21, 2020

Unlike on-premise solutions, cloud-based call center solutions are often designed to integrate and leverage data from CRMs and other systems of record, to enhance the customer service experience and bring together the inherent benefits of both offerings. Reporting and Analytics. Conclusion.

contact center solutions 75

contact center solutions Cloud contact Enterprise Contact Center 75

Callminer

DECEMBER 17, 2019

Cloud contact centers may be more reliable. “Cloud contact centers are 27% cheaper and experience 35% less downtime than their on-premise counterparts.” Call Center Workforce Statistics. ” – Shauna Geraghty, 10 Customer Service Statistics for Call Center Supervisors , Talkdesk; Twitter: @talkdesk.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Talkdesk

FEBRUARY 16, 2021

Once the initial shock subsided, however, many companies have been pleasantly surprised by how quickly they are accruing benefits from their cloud contact centers and customer experience (CX) applications. You continue to lean on legacy on-premises contact center platforms. You do not have a comprehensive security strategy.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

3CLogic

DECEMBER 1, 2022

According to a recent survey of more than 300 IT decision-makers, 90% of respondents said phone is still a primary communication method at their organization, regardless of company size. Of the respondents surveyed: 28% want to record and store calls on demand. The Gap Between Systems of Record and Enterprise Phone Systems.

contact center solutions 52

contact center solutions Cloud contact Contact Center Interactive Voice Response 52

Calltools

JANUARY 20, 2021

Managers in contact centers focus on providing the best customer experience possible and are looking to the cloud to provide it. In Deloitte’s most recent Global Contact Center Survey , they found that 55% of contact center leaders have moved to the cloud or will be doing so within the next two years.

Cloud contact 52

Cloud contact Contact Center Call Center CRM 52

Global Speech Networks

FEBRUARY 2, 2022

This transition to digital engagement is delivered through modern cloud contact centre technology providing innovative opportunities for growth. Flexible, powerful and well-suited to the unique needs of financial services, cloud technology creates better experiences for both agents and customers. Cloud contact centre solutions.

Cloud contact 52

Cloud contact Technology Chatbots Self service 52

CSM Magazine

APRIL 13, 2023

The commissioned study conducted by Forrester Consulting on behalf of SuccessKPI indicates the move to the cloud has been a frustrating journey for many due to the complexity and a lack of resources. The move to the cloud has been a frustrating journey for many,” according to the Forrester study.

Cloud contact 52

Cloud contact Contact Center Consulting Consulting 52

Talkdesk

SEPTEMBER 23, 2020

Another survey has shown that 62% of Wi-Fi related security incidents happen when employees use networks in public spaces. Now that your teams have successfully transitioned and adapted to a work-from-home (WFH) routine, it’s time to consider new strategies to keep business operations running smoothly.

Cloud contact 115

Cloud contact Enterprise Contact Center Surveys 115

3CLogic

SEPTEMBER 28, 2022

Accenture found that half of the patients they surveyed believe “a bad digital experience with a healthcare provider ruins the entire experience with that provider — and 39% believe a good digital interaction has a major influence on the patient experience,” underlying the need for high-quality digital healthcare services.

contact center solutions 52

contact center solutions Cloud contact Healthcare Contact Center 52

Talkdesk

DECEMBER 10, 2020

With this revolution comes the opportunity for companies in the industry to transform their contact centers into strategic assets. Here are the major trends that emerged from our global research survey. . The CX stakes are rising.

Contact Center 135

Contact Center Upselling Cloud contact Analytics 135

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

Win the Customer

FEBRUARY 17, 2018

Cloud contact center solutions are becoming the new standard for customer service. The cloud-based contact center market is growing at an explosive compound annual growth rate of 23.6 Here’s a look at how contact centers compare to call centers and why many companies are making the switch. billion in 2016 to $15.67

Call Center 93

Call Center Contact Center Cloud contact voip 93

Talkdesk

JUNE 3, 2019

ACD, in other words, the contact center market, is forecast to grow 16.8% Frost & Sullivan used customer research surveys to identify the top end user priorities for hosted/cloud contact center solutions in 2017 and identified trends that contributed to the rapid rise of the cloud. during this same period. “We

Cloud contact 43

Cloud contact Contact Center contact center solutions Analytics 43

Spearline

JANUARY 6, 2022

Call center cloud migration features in many 2022 business plans. Inbound voice reigns Voice continues to be the primary customer contact channel. Cloud migrations are on the agenda The global pandemic has accelerated call center cloud migration for many organizations.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

Serenova

APRIL 26, 2019

For some technology solutions (customer relationship management (CRM), for example) the cloud is now the de facto standard. Cloud contact centers that rely on market-leading cloud infrastructures like Amazon Web Services (AWS) help ensure your contact center is available when your customers need it—often 24/7.

contact center solutions 40

contact center solutions Cloud contact Contact Center CRM 40

Talkdesk

FEBRUARY 15, 2021

With this revolution comes the opportunity for healthcare providers to transform their contact centers into strategic assets. Modern contact centers are integral to driving unified and seamless PX. The pressure is on to extract more data from the contact center to inform strategic business and PX decisions.

Healthcare 98

Healthcare Contact Center Cloud contact Surveys 98

Spearline

JUNE 2, 2022

This is, presumably, largely down to the increase in remote and hybrid working for contact center agents… more on that below. Backing up this technology trend further, is CCW’s 2022 market study on the State of Contact Center Technology.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

VocalCom

APRIL 16, 2018

When measuring customer experience, your company likely includes surveys in your approach. While this practice remains a viable method for gaining feedback, how your company sends these surveys is critical to getting responses. For maximum engagement, your brand must modernize survey practices in a way that appeals to customers.

Surveys 48

Surveys Contact center software Airlines Contact Center 48

NICE inContact

AUGUST 28, 2019

Contact center managers often tell us, “My contact center. needs a customer survey tool so I can know what my customers are saying.” 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.”. Customer Surveys.

Surveys 55

Surveys Coaching Contact Center Quality management 55

VocalCom

SEPTEMBER 18, 2017

While your social media pages and website comments may provide plenty of insights, well-designed customer surveys remain a time-tested method for understanding customer sentiments. Here are five tips for optimal customer survey practices that will strengthen your brand. Keep surveys short. Use good timing.

Surveys 48

Surveys Contact center software Feedback Contact Center 48

Calabrio

FEBRUARY 25, 2025

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. Features Survey Design and Distribution: Create sophisticated surveys and distribute them across multiple channels.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

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. Today, you can survey your customers in real-time via IVR, and using a drip dispatch approach on SMS and email after a voice call. Here’s What’s New.

contact center solutions 91

contact center solutions Contact Center Surveys Cloud contact 91

EPIC Connections

SEPTEMBER 10, 2018

Your industry needs, your business needs, and your operations are extremely unique, making no two cloud contact center solutions alike. The implementation process is a metamorphosis that takes a cloud contact center technology platform and transforms it into the right solution for your company. Analytics and reports.

Cloud contact 33

Cloud contact Contact Center Call flow Best practices 33

JustCall

AUGUST 16, 2021

Contact centers that install all their hardware, infrastructure, and technology at their office premises are called on-premise contact centers. Cloud Contact Center. A cloud contact center is hosted in a data center. CCaaS is essentially contact center software hosted on the cloud.

Contact Center 98

Contact Center Interactive Voice Response Contact center software Cloud contact 98

SharpenCX

DECEMBER 1, 2021

Take some time to look through the data in your contact center and sift through your past customer surveys. Automate simple tasks in your cloud contact center platform, like sending coaching tips to agents, organizing customer data into clear reports , and routing calls to get customers help promptly. Then, reach out!

Self service 128

Self service Coaching Contact Center Cloud contact 128

Liveops

MARCH 11, 2021

Quarterly surveys are very common, however, they tend to be lagging indicators. . Five9 is the leading provider of cloud contact center software. An important piece to integrate is real-time feedback. Try not to align employee happiness with employee engagement. Employee-led groups foster relationships. .

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

Cisco - Contact Center

JANUARY 8, 2020

Transitioning your on-premises call center to the cloud creates enormous opportunities for growth and innovation. Some businesses have near and long-term plans to move to the cloud. According to our recent global survey, 62% of contact center executives plan to implement a cloud contact center within the next 18 months.

Best practices 53

Best practices Contact Center Cloud contact Surveys 53

Noble Systems

MAY 4, 2021

Enterprising groups started to use the call center for outbound calls, too, for sales, surveys, or follow-up. The Contact Center was the next evolution. Like its name says, a contact center supports customer contacts. Do I need to have a Hosted Contact Center?

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

Transparent BPO

JUNE 19, 2019

Nearly three-quarters of the people surveyed for the report said customer service was an influencing factor in purchase decisions. Of the nearly 1,500 consumers Gladly surveyed, 84 percent said they would switch after three or fewer poor customer service experiences.

outsourcing 95

outsourcing Call Center Contact Center Customer retention 95

NobelBiz

DECEMBER 19, 2023

Brayan Carpio Senior Call Center Manager, Call4You Marketing 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.

Call Center 105

Call Center Management Contact Center Wait times 105

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Start with a Cloud Contact Center Solution.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

3CLogic

AUGUST 3, 2021

A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up. With a cloud contact center solution in place, organizations also have the flexibility to enable remote agents and easily scale to meet changing business requirements.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

Aspect

MAY 31, 2018

Our developers build responsive cloud Contact Centre as a Service (CCaaS) solutions that are capable of processing high volumes of requests while offering additional support, flexibility and scalability when necessary.

Cloud contact 68

Cloud contact Chatbots Surveys Customer retention 68

Connect

OCTOBER 8, 2024

By Craig Smith , CX Automation Manager The adoption of artificial intelligence (AI) across the contact centre is rapidly accelerating, with a survey from unified communications & collaboration research firm Metrigy highlighting that over 70% of contact centre operators increased spending on AI in 2023 and 2024.

Virtual Agent 91

Virtual Agent Chatbots Average Handle Time Consulting 91

Talkdesk

MAY 6, 2020

This includes applications for agent assistance, customer self-service, knowledge management, security monitoring , and even sourcing contact center talent. Analytics and Insights to ensure peak operational performance, including flexible and intuitive real-time operational dashboards, BI tools and surveys.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

VocalCom

JUNE 16, 2020

One of the key takeaways of 2020 CallMiner Churn survey is that contact center performance drives both loyalty and churn, with 90% of consumers saying they are likely to stay loyal after a positive call center experience, while nearly three quarters (73.7%) were likely to switch after a negative call center experience.

Contact Center 62

Contact Center Cloud contact contact center solutions Call center experience 62