Talkdesk

AUGUST 30, 2017

While most of the world evolved to adjust to the internet’s speed of information, contact centers have managed to stay mostly unchanged. Considering that customers have changed and companies have changed, it doesn’t make sense that the contact center software hasn’t changed to bring the two closer together.

Contact center software 40

Contact center software Contact Center APIs Interactive Voice Response 40

Hodusoft

AUGUST 17, 2022

The increasing competition due to demanding customers, technological disruptions, and shopping behavior patterns have changed the traditional course of action. . Interestingly, Hodusoft’s contact center software offers an omnichannel platform for a stellar customer experience. .

Contact center software 98

Contact center software Customer Service Contact Center Self service 98

Fonolo

JANUARY 31, 2023

Still have questions about call center training? What is Call Center Training? Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. How to Buy Contact Center Software 6.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Talkdesk

MAY 12, 2020

Save valuable time, money and effort by investing in agile tools that prepare contact center agents to meet the increasing expectations of your customers. Say “Hi” to the team Kick off training with a video introduction from the call center managing director, department heads and agent supervisors.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

Babelforce

NOVEMBER 4, 2021

Of course, it’s not as easy as flipping a switch… so let’s take a look at the main challenges and how you might solve them. 1 Send and receive WhatsApp messages within your contact center software. Integrating WhatsApp lets agents send and receive WhatsApp messages using your existing software.

Customer Support 98

Customer Support Contact center software Contact Center Interactive Voice Response 98

Aspect

NOVEMBER 28, 2017

A third of contact centers plan to invest in robotics and process automation in the next two years. The contact center is no place for wallflowers: Of course, your agents need to be sociable. The post Five Key Takeaways From Deloitte’s 2017 Global Contact Center Survey appeared first on Aspect Blogs.

Contact Center 91

Contact Center Surveys Contact center software contact center solutions 91

Fonolo

SEPTEMBER 28, 2022

The surveys give contact centers valuable insight into agent performance, customer experience, and other factors that can inform CX strategy. Keep in mind though, that the after-call survey is an important tool to drive improvement in the call center, but it’s not the only one. 6. Use a Good Software Product.

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

Fonolo

APRIL 10, 2019

Contact center software and CRM software have been on a slow collision course for decades. It’s not hard to understand why: They both deal with customer communication so the boundary was destined to get blurry. Now that both worlds are increasingly cloud-based, the collision is accelerating.

CRM 98

CRM Contact Center Contact center software Call Center 98

Integra

MARCH 27, 2020

Of course this is not a step you take lightly, you have to carefully measure the time and cost implementing a plan like this takes. . The post WFH with uContact appeared first on Contact Center Software - Integra CCS. But what if we tell you, it is?

Gamification 93

Gamification voip Contact center software Contact Center 93

Hodusoft

SEPTEMBER 18, 2024

As agents in HMOs, contact centers answer patient queries, schedule appointments, provide medical advice, and refer patients to the appropriate medical services; they need sophisticated contact center software solutions to streamline the processes and provide high-quality customer service and customer experience.

Call Center 52

Call Center Contact center software Healthcare Contact Center 52

NobelBiz

MAY 9, 2023

Brad Butler, Contact Center Software Consultant @ NobelBiz Improved Agent Productivity Long wait times can be a significant challenge for contact centers, causing negative consequences for both agents and customers. – Brad Butler, Contact Center Software Consultant @ NobelBiz 2.

Best practices 98

Best practices Call Center Gamification Contact center software 98

SharpenCX

MAY 19, 2020

The promotion charts the same course for each employee in Josh’s role. The post The Strong Link Between Engagement, Retention, and Career Pathing: Examples of Employee Development Plans that Give your Contact Center Agents a Reason to Stay and Work Hard appeared first on Sharpen Contact Center Software.

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

Hodusoft

MAY 29, 2024

Its HoduCC call and contact center software has earned recognition for its auto dialer feature across three prestigious platforms. The company helps businesses choose the right software and its Category Leaders represent the cream of the crop in various software categories, including contact center software solutions.

Interactive Voice Response 52

Interactive Voice Response Contact center software CRM Contact Center 52

Hodusoft

JUNE 14, 2023

This blog post discusses some useful tips for businesses to build rapport with prospects and customers over the phone as well as how the right contact center software can help customer service agents. Read on the blog till the end to know how you can choose the right contact center software to build a strong rapport.

Contact center software 52

Contact center software Contact Center CRM call center software 52

SharpenCX

NOVEMBER 5, 2019

That way if the metrics chart off course, your contact center platform notifies you. Making Netflix a trusted ally (in the fight for consumers’ instant gratification, of course). Look for patterns among those agents, from training to call type. This limits criticism of Netflix’s platform capabilities.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

Aspect

SEPTEMBER 12, 2017

Let’s take a look at how innovative contact center solutions can help you maintain a sterling reputation for high-quality customer service without being taken advantage of the bad apples in the bunch. Agent training: Your first and best line of defense is a highly trained and experienced set of contact center agents.

contact center solutions 71

contact center solutions Contact Center Contact center software Coaching 71

TechSee

SEPTEMBER 3, 2019

Of course, the contact center of the future will need an arsenal of cutting-edge technological weapons, especially visual desktop tools that enable direct, intuitive communication with customers. Cloud-based architecture effectively provides access to contact center software on a per-hour, per-agent cost basis.

Contact Center 84

Contact Center B2C Self service Contact center software 84

Calabrio

FEBRUARY 7, 2025

I ntegration Limitations: Integration with external systems can be challenging, often requiring reliance on NICE’s own add-ons and servicesat an extra cost to contact centers. Talkdesk Talkdesk is a cloud-based contact center software platform that incorporates WFM functionality as part of its suite.

contact center workforce 52

contact center workforce Contact Center Analytics Quality management 52

NobelBiz

OCTOBER 24, 2023

With Customer Experience Maps, we chart a course toward unrivaled customer satisfaction, operational efficiency, and enduring customer relationships – all essential treasures on the path to service excellence. Phone Website Mobile app Chat platform Email Social media platforms (Facebook, Twitter, LinkedIn, etc.)

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

Hodusoft

AUGUST 15, 2024

The increased focus on upskilling and availability of various courses also play a role in internal attrition in the present age. Let’s take the example of the call center industry, which is infamous for its high employee attrition rate. Key Reasons for Employee Attrition Employee attrition happens for many reasons.

Contact center software 59

Contact center software Contact Center Call Center Surveys 59

SharpenCX

OCTOBER 24, 2019

If adoption is the goal with your new tech – be it a core system, contact center platform, or anything in between – think about how your team will use it. Functionality is critical, of course. So don’t waste your time (or theirs) by mandating a single course of training for your team.

Education 64

Education Coaching Contact center software Contact Center 64

NobelBiz

JUNE 13, 2023

Of course, these are preemptive measures. Pro tip: ensure that the software correctly displays your caller ID and doesn’t spoof numbers. This is why the rest of the article focuses on some of the most important steps companies can take to prevent their calls from being labeled as spam.

Telemarketing 97

Telemarketing Contact center software Contact Center Feedback 97

Aspect

DECEMBER 5, 2017

Of course, whether you performed well or your team has improvements to make, consider it a teachable moment and prepare yourself for next year by checking out the type of emerging contact center software that can help your team keep growing. The post Black Friday is Over—How Did Your Contact Center Stack Up?

Contact Center 96

Contact Center Contact center software Management Customer Experience 96

NobelBiz

MARCH 22, 2021

The Spanish call will, of course, be directed to Jack. CRM Integration In the Digital Environment Integrating a CRM with contact center software significantly simplifies the task of the customer service team. The switchboard’s work is made easier by CRM applications that integrate with contact center software.

CRM 52

CRM Customer Service Contact center software Contact Center 52

Talkdesk

MAY 5, 2020

Today, with the increasing adoption of remote work, the idea of the “traditional” contact center is rapidly evolving. You, a freshly-minted contact center agent, are able to work from anywhere, logging into your contact center software to help customers wherever they are.

Contact Center 57

Contact Center Contact center software Transportation Finance 57

Hodusoft

OCTOBER 26, 2021

Over the course of two years, the COVID-19 pandemic has impacted the way in which employees, customers, and people connect. The company’s diverse product line includes: HoduCC- Call and Contact Center Software. The feature-rich software also ranks highly among its peers.

voip 52

voip Contact center software call center software Government 52

Balto

JANUARY 11, 2024

Contact center software, voice of customer software, and quality assurance platforms all commonly contain sentiment analysis tools. One option is to have quality assurance analysts assess starting and ending sentiment for each contact monitored. What companies are starting to make this shift?

Surveys 52

Surveys Customer Service Contact center software Calibration 52

VocalCom

FEBRUARY 25, 2019

Once the agent has determined the best course of action, he should describe it in detail to the customer. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

Contact center software 48

Contact center software Customer emotions Contact Center Sales 48

VocalCom

AUGUST 12, 2019

Of course, be sure to ask for their feedback and read over their surveys regularly. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

Customer centricity 48

Customer centricity Interactive Voice Response Contact center software Journey mapping 48

Babelforce

APRIL 14, 2021

Of course, the main challenge here is getting accurate data. For example, when a call with your contact center finishes, you can send an automated SMS that links to a Customer Satisfaction (CSAT) survey. Imagine a customer calls your contact center after talking already with your support team via a messaging app.

Journey mapping 59

Journey mapping Contact center software CRM APIs 59

SharpenCX

JUNE 28, 2023

Provide additional learning opportunities like seminars, online courses, training, and mentorship so they can improve. Your call center reps will only be as good as the tools you equip them with. Intuitive, easy-to-use software takes the pressure off your agents to comb through documents or multiple systems for answers.

Call Center 67

Call Center Metrics call center software Contact Center 67

SharpenCX

JULY 26, 2023

Use the data to see where agents struggle, whether in process, contact center software, or team cohesiveness. Then, conduct 1:1 conversations with your managers to address key concerns using call center data for support. Make sure agents have direct access to important metrics so they can set achievable goals.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

SharpenCX

MAY 5, 2020

Each job I’ve had of course has its pros and cons. The post Setting up Success in the Long Term: Retain and Engage Contact Center Employees by Fostering Your Customer Service Representative’s Career Goals appeared first on Sharpen Contact Center Software. Do I like my work?

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

SharpenCX

JANUARY 15, 2020

The article highlighted Olga’s accomplishments over the course of a 20-year tenure with Alaska Airlines. The post A Customer Experience to Watch: Learn 5 Examples of Good Customer Service from Alaska Airlines [Monthly Brand Crush Post] appeared first on Sharpen Contact Center Software.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Talkdesk

JUNE 21, 2019

Check out our full list of over 50 contact center software integrations. Next Steps for Your Contact Center Call center wrap-up time is a key performance indicator that is just as critical to your bottom line as average handle time and other metrics such as shrinkage, average wait time and first call resolution.

Contact Center 50

Contact Center Average Handle Time First call resolution Contact center software 50

Aspect

JUNE 16, 2017

With traditional on-premise delivery models, the combined hardware and software cost was often prohibitive, especially for small and mid-sized contact centers.

Contact Center 97

Contact Center Analytics contact center workforce Technology 97

Kunnect

MAY 14, 2015

As legacy contact center software is aging and becoming increasingly obsolete, enterprises are faced with a choice: replace it at a cost of tens or hundreds or thousands, or consider a more affordable and nimble cloud solution. With cloud software, few vendors require long-term commitments. Reason No. Reason No.

Contact Center 48

Contact Center call center software Enterprise Call Center 48