SharpenCX

AUGUST 18, 2020

With physical shops and workplaces shutting down, consumers were forced to turn to digital channels, like chat, self-help knowledge bases and texting, for support. Download Now: Ask these 101 questions on your next RFP for omnichannel software that supports the experience your customers expect.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

With physical shops and workplaces shutting down, consumers were forced to turn to digital channels, like chat, self-help knowledge bases and texting, for support. Download Now: Ask these 101 questions on your next RFP for omnichannel software that supports the experience your customers expect.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

Natalie Petouhof

OCTOBER 19, 2016

Tweet Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList ™ for Customer Service and Contact Center Software. phone, tablet, email, chat, text, website, Facebook, other social networks).

Contact center software 45

Contact center software Contact Center Customer Service Interactive Voice Response 45

Hodusoft

NOVEMBER 27, 2024

When it comes to personalizing customer interactions, your call and contact center software’s integration with Customer Relationship Management (CRM) systems can be immensely helpful. How Can Robust Call and Contact Center Software Enhance Customer Loyalty? Read on and thank us later!

Best practices 52

Best practices Contact center software Contact Center Advertising 52

NobelBiz

FEBRUARY 1, 2022

In light of these developments, it is imperative for every business to integrate its contacts and make it simple for its agents to access the history of interactions with the customer, regardless of the channel used. So how can your contact center create a unique knowledge base in 2022?

Contact Center 52

Contact Center contact center solutions Contact center software Telecommunications 52

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

Balto

JANUARY 6, 2025

Knowledge base creation: Create FAQs and support resources to ease the load on your team and handle more customers. Customizable Knowledge Base: Encourage customer self-service by creating and maintaining extensive knowledge bases with guides, tutorials, and FAQs.

Call Center 52

Call Center Coaching Surveys Contact Center 52

NobelBiz

OCTOBER 31, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz Omnichannel Customer Engagement with Nobelbiz Nobelbiz’s Omnichannel Customer Engagement solution is a game-changer for businesses aiming to provide seamless communication experiences. That’s the essence of delivering remarkable experiences.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

Fonolo

APRIL 10, 2019

Contact center software and CRM software have been on a slow collision course for decades. Now that both worlds are increasingly cloud-based, the collision is accelerating. Andrea Paragona , Senior Manager Knowledge Base Team, Constant Contact. How can we make this more concrete?

CRM 98

CRM Contact Center Contact center software Call Center 98

Hodusoft

FEBRUARY 9, 2022

The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. And if one is to go by indications, contact center trends for 2022 , signal a whole new wave coming.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

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

Fonolo

JANUARY 31, 2023

Use customer profiles in your training sessions Call center customer profiles are like the buyer personas that marketing and sales professionals use to understand their target audience. Ultimately, a successful call center customer profile reveals expectations about customer service. A shared company knowledge base is a great choice.

Call Center 141

Call Center Contact Center Coaching Gamification 141

VocalCom

FEBRUARY 12, 2018

A study by Coleman Parkes found that 91% of respondents would use an online knowledge base if it were available and designed to meet their needs. Personalize each experience. Is your company meeting customer needs on a personal level? Your customers should never feel anonymous when they interact with you.

Contact center software 86

Contact center software Self service Interactive Voice Response Contact Center 86

NobelBiz

OCTOBER 2, 2023

Essential Components of a Contact Center Ticketing System Unified Interface: Provides agents with a consolidated view of customer interactions across all channels, allowing for seamless transitions and cohesive communication. An integrated ticketing system is the compass that guides customer support.

Contact Center 105

Contact Center Contact center software Multi-channel support Chatbots 105

Fonolo

FEBRUARY 2, 2023

How to Buy Contact Center Software 1. Self-service can be as simple as offering an FAQ or knowledge base, or as advanced as an AI chat bot on your website or mobile app. By empowering your customers to solve their own basic queries, you free up valuable agent time for more complex issues.

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

Fonolo

JULY 21, 2020

Contact centers should be re-evaluating their tools and software regularly. This should include everything from your IVR, knowledge-base, and even your core contact center software. Build Trust by Acting on Feedback.

Contact Center 118

Contact Center Management Call Center Construction 118

NobelBiz

NOVEMBER 6, 2023

The estimated value of the global contact center software market by 2027 is $110 billion , according to Replicant. Email Routing Automation: Automatically categorizes and routes incoming emails to the appropriate agents based on predefined rules. alone by 2040.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

ROI CX Solutions

APRIL 22, 2025

In the late 2010s and early 2020s, generative AI emerged, producing new text, voice, and visual content, and completely revolutionizing contact center strategies around the world. Use AI contact center software to prepare for scaling and target peak customer success. Read more about AI in Customer Experience.

Contact Center 52

Contact Center Interactive Voice Response Call Center Coaching 52

Upstream Works

MARCH 21, 2019

Central to this is an effective contact center software integration strategy that provides visibility to all customer journey information within the omnichannel agent desktop. Consistency and Knowledge. In order for customers to put their trust in a brand, they need to feel confident that their needs will be met.

Customer Experience 92

Customer Experience Management Contact center software Self service 92

Upstream Works

DECEMBER 11, 2018

Meanwhile, agent-based interaction will reduce to 15% by 2022, with a further 21% being agent-assisted self-service. The technologies required to support the demand for self-service include kiosks, chatbots, contact center knowledge base, and video. Dedicated Desktop and Customer Journey Management.

Customer Experience 96

Customer Experience Management Multichannel Self service 96

Hodusoft

MARCH 17, 2020

The finest omnichannel contact center software. Responding to customers on the channel of their choice is the first step and for this, you will want to use the omnichannel contact center software. Agents are good at interactions but they are stumped when it comes to answering knowledge-based queries.

First call resolution 52

First call resolution Contact center software call center software call center solutions 52

Balto

JUNE 13, 2022

Maintain a Deep Knowledge Base and Playbooks. For agents to do their job, they need access to a deep knowledge base that contains the information they need about products, services, and processes. In evaluating your knowledge base and playbooks, you should talk to your agents.

Management 52

Management Contact center software Coaching Contact Center 52

Babelforce

JUNE 17, 2021

In brief, here’s why outbound calling is so great: In a world of chatbots and knowledge bases, talking on the phone provides a human touch. To make the most of outbound calling, integrate your dialer and contact center software with your other tools. You’ll separate yourself from less people-first brands.

Call Center 97

Call Center Customer retention Contact Center voip 97

SharpenCX

MAY 19, 2020

Rachel is struggling with her First Contact Resolution metric. When you sit down with Rachel to discuss why this metric is low, you find out that Rachel is struggling with navigating your knowledge base system to find the answers for your customers. But, you see that Rachel’s CSAT metrics are still positive.

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

Hodusoft

SEPTEMBER 29, 2022

An omnichannel customer engagement software is the best solution to overcome this challenge. . An omnichannel contact center software empowers the business with multi-channel integration to deliver consistent CX across every channel. Omnichannel analytics is a powerful feature of omnichannel contact center software.

Contact Center 52

Contact Center Analytics Contact center software First call resolution 52

ShepHyken

APRIL 7, 2023

You can respond to issues voiced often by your consumers by using your customer support knowledge base , self-service portals, or FAQ pages. Document common customer pain points Every company needs to compile a list of the most prevalent consumer complaints. The majority of consumers favor seamless channel linkages in communications.

Advertising 120

Advertising SaaS Multichannel Wait times 120

Tenfold - Contact Center Blog

AUGUST 3, 2018

They now make use of whichever channel they can get the best and swiftest help, be it through knowledge bases, live chat, website, social media, SMS, and email. With the help of a contact center software, a pop up with all the customer’s details and contact history is displayed once the agent answers the call.

Best practices 64

Best practices Customer Service Contact center software Self service 64

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

Upstream Works

SEPTEMBER 5, 2019

Another way is by tying together disparate systems, databases, and platforms through contact center software integration so that they work together as one cohesive tool. Let’s take a look at knowledge portals. So how do you know if you’ve got a solid plan of attack?

Contact Center 60

Contact Center Technology Contact center software call center software 60

Upstream Works

JULY 17, 2019

Providing consistent, correct information is one way – either through a customer-facing knowledge portal or through a contact center knowledge base to support agents. UW Assist offers both in its native knowledge management solution. There are a multitude of ways to earn (or lose) a customer’s trust.

Customer Care 60

Customer Care Contact Center Contact center software call center software 60

SharpenCX

NOVEMBER 5, 2019

Then, they got buy-in from ops leaders to bulk up investments in self-service resources, like a knowledge base. You have the knowledge you need to create standout customer experiences. It’s sitting, waiting to be harvested and shaped into call center improvement strategies for a better CX.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

Hodusoft

JULY 19, 2023

Call Scripts and Knowledge Base : The Software includes a call script tool and knowledge base that provide access to pre-defined scripts, FAQs, and information archives to help agents respond to customer inquiries accurately and consistently.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

SharpenCX

APRIL 15, 2020

Like, how long it takes them to search the knowledge base to help a customer. Encourage agents to help you ID where inefficiencies live in your contact center processes, so you can work together to fix them. When sharing this technique with your agents, be careful of coming off like a watchdog.

Time management 106

Time management Call Center Management Coaching 106

SharpenCX

JUNE 12, 2023

Deliver a Consistent Agent Experience For remote and hybrid models to work, your contact center software and communications systems need to adapt seamlessly to a wide variety of locations. This may also mean updating and maintaining your internal knowledge base for quick, contactless agent answers. Think again.

Coaching 67

Coaching Morale Contact center software Call Center 67

SharpenCX

JUNE 28, 2023

Intuitive, easy-to-use software takes the pressure off your agents to comb through documents or multiple systems for answers. 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

Call center data can expose opportunities for improvement in speed, knowledgeability, and efficiency. This may include: More thorough knowledge base articles for self-service An integrated customer service system More tailored cross-sell campaigns It prevents customers from leaving.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Fonolo

JANUARY 9, 2020

The cloud center software will act as the ‘hub’ that brings agents and customers together, integrating multiple communication channels into a single system. Some API-based contact center software reports uptime that exceeds 99.99%, meaning that it was down for less than one hour per year.

Contact Center 67

Contact Center Cloud contact call center software Call Center 67