CX Accelerator

OCTOBER 7, 2019

While listening to Vanilla Ice, of course). Nick Glimsdahl is the Director of Contact Center Solutions at VDS, and his mission is to help improve the customers’ experiences through user-friendly, customer-focused contact center solutions. The loop of CX strategy doesn't end! Finally, Celebrate!

Customer Experience 182

Customer Experience contact center solutions Contact Center Metrics 182

DMG Consulting

MAY 15, 2018

Cloud Contact Center Solutions Continue Upward Trajectory. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market. There’s plenty of cloud-based excitement, though proliferation, compliance, and security remain issues.

contact center solutions 59

contact center solutions Cloud contact Contact Center Revenue potential 59

NobelBiz

AUGUST 11, 2022

In this article, find out: How Cloud-Based Contact Center Solutions – CCaaS increase flexibility and agent productivity? Why CCaaS flexibility is so important for call centers? CCaaS solutions have grown in popularity in recent years for various reasons. But NobelBiz Omni+ is different.

contact center solutions 52

contact center solutions Contact Center Interactive Voice Response Cloud contact 52

TechSee

AUGUST 14, 2023

Follow on LinkedIn Brad Cleveland , Consultant, Keynote Speaker, Course Instructor Brad Cleveland is a global expert in customer strategy and managemen t. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. of podcasts worldwide.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Global Response

OCTOBER 15, 2024

If you’re weighing inbound vs. outbound call center capabilities, omnichannel contact centers can accommodate both. Of course, omnichannel contact centers may not handle every channel in existence — and you should customize what channels you need for your business!

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

NICE inContact

SEPTEMBER 11, 2018

In fact, over the course of using NICE inContact CXone, TechStyle has expanded its member customer base from four to five million. The post Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions appeared first on NICE inContact Blog. Read the full article on ICMI.com.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Serenova

JULY 7, 2020

The most successful contact centers are abandoning point-in-time, one-size-fits-all training programs. Traditional onetime, classroom-type call center training, delivered to all new agents over the course of one or many days, falls short because most people forget what they’ve learned over time.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Win the Customer

OCTOBER 12, 2018

Of course, with this technology, consumers don’t have to wait in line, on-hold or for a response to an email. It also has to be seamless to move a customer from self-service to agent-assisted help — and cloud contact center solutions are one way to make that happen.

Self service 98

Self service Cloud contact Contact Center contact center solutions 98

CX Global Media

JUNE 26, 2018

I met with Justin Robbins at the Contact Center Expo and we shared some observations with each other on what is going on in the industry. Of course, we were unable to avoid discussing what’s going on with Artificial Intelligence in Contact Centers and what affect it is having – and may have on our industry.

Contact Center 180

Contact Center Coaching contact center solutions Scripts 180

Outsource Consultants

AUGUST 16, 2019

There’s no single course you can follow or investment you can take that will guarantee this kind of spectacular growth. Outsource Consultants is a call center referral and advisory firm that helps companies find the best high-performing outsource call centers and cloud-based contact center solutions.

Consulting 104

Consulting Consulting outsourcing Call Center 104

VirtualPBX

JUNE 6, 2024

Knowledgeable agents, appropriate routing, and call continuity, as well as respectful menus and automation, and of course, first call resolution can unlock brand power that can only be achieved through the customer experience. A recent Forbes study identified that over half of customers will pay more for better customer service.

First call resolution 105

First call resolution Abandon rate contact center solutions Metrics 105

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

Cisco - Contact Center

FEBRUARY 21, 2020

And then, of course, it takes the right people, processes, and technology. To learn more about Cisco Contact Center solutions, visit our website. . Cisco Contact Center Portfolio: Revolutionizing Customer and Agent Experiences. To learn more about Webex Experience Management, click here. Learn More.

Customer Experience 73

Customer Experience Customer centricity contact center solutions Contact Center 73

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

Serenova

JUNE 24, 2020

To deliver this successfully, agents need contact center solutions that allow them to move between channels and touchpoints easily so they can seamlessly help customers regardless of the channel. Start with a Cloud Contact Center Solution. Constant Information Gathering Along the Customer Journey.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

To deliver this successfully, agents need contact center solutions that allow them to move between channels and touchpoints easily so they can seamlessly help customers regardless of the channel. Start with a Cloud Contact Center Solution. Constant Information Gathering Along the Customer Journey.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

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. Mitigating the Toll Isolation Takes on Health.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Calabrio

MARCH 22, 2025

Of course, individual contact center managers and leaders can play many different roles across the organization. Managing Processes: Ensuring that teams are in place and available is, of course, only the half of it. Managing Technology: The contemporary contact center is an increasingly digital place.

Best practices 52

Best practices Contact Center Management Call Center 52

Upstream Works

MAY 18, 2021

To start that conversation, here are five considerations for IT to take into account when implementing a cloud platform in the contact center. Learn more about Upstream Works omnichannel cloud contact center solutions here. Cloud Flexibility. Cloud migration is not an either-or scenario for IT.

Cloud contact 78

Cloud contact Contact Center contact center solutions Chatbots 78

Upstream Works

NOVEMBER 4, 2021

Learn more about our omnichannel contact center solutions here. But today’s contact center solutions, especially omnichannel, focus on a different problem set — namely customer experience (CX). This is where omnichannel takes CX outside the contact center.

Contact Center 78

Contact Center contact center solutions Call Center Multichannel 78

Aspect

SEPTEMBER 27, 2017

Of course, virtual reality won’t be limited to furniture manufacturers. But just about every contact center is looking for a way to give their customers a greater degree of connection and a personal touch. The post Is Virtual the Next Reality for Contact Centers? appeared first on Aspect Blogs.

Contact Center 141

Contact Center Chatbots contact center solutions Interactive Voice Response 141

Serenova

APRIL 3, 2019

We’ll have some snacks to nibble on before you head out for your evening plans and, of course, cocktails (or waters!). We’ll be there to talk to attendees about how we help our contact center partners and their customers achieve success with the ultimate cloud-based contact center solution.

contact center solutions 15

contact center solutions Contact Center Education Marketing 15

DMG Consulting

DECEMBER 10, 2018

And the fact that these customized contact center solutions can be built quickly using standard development languages is a game-changer. Some of the vendors who have traditionally been “solution providers” are now starting to position their offerings as both a product and a platform.

Contact Center 75

Contact Center contact center solutions CRM Enterprise 75

VocalCom

APRIL 9, 2020

In light of the growing pandemic, Frávega recognized the immediate need to move all contact center agents to a remote working model to ensure employee health and prevent a business shutdown. Agents use Vocalcom solutions for the company’s debt collection, service desk, and internal back office on both voice and WhatsApp channels.

Contact Center 62

Contact Center contact center solutions Telecommunications Call Center 62

Calabrio

FEBRUARY 25, 2025

Of course, we cant leave it at that. Generally speaking, a customer experience (CX) platform is a software solution thats designed to help businesses improve the buying and support journeys of both prospects and customers across the businesses various touchpoints and channels. What Is a Customer Experience (CX) Platform?

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

VocalCom

JUNE 16, 2020

The movement had already started of course, as Millennials and ‘Zs’, the new generation of real digitally-native agents and customers, force the industry to adopt omnichannel work platforms and new digital tools like AI to free workers of the more mundane tasks to add value or offer a personalized experience.

Contact Center 62

Contact Center Cloud contact contact center solutions Call center experience 62

Fonolo

NOVEMBER 4, 2021

COVID pushed us towards the remote call center , requiring new or updated call center technology for many businesses. Of course, training became a big challenge for those who only had in-person training tools and processes, which further highlighted its importance. This also had a huge impact on agent satisfaction levels.

Call Center 87

Call Center Technology Abandon rate Contact Center 87

Aspect

DECEMBER 13, 2017

Of course, most people don’t have their own personal rocket or even 43 consecutive days to use as they please. But this is an important lesson for contact center leaders nonetheless. To more about how your contact center can get rid of busy signals with innovative contact center solutions, click here.

contact center solutions 54

contact center solutions Contact Center Advertising Analytics 54

Fonolo

FEBRUARY 27, 2018

If you build on Twilio, you only have one bill to pay, but it rolls up the telco and Amazon costs within it (plus a margin for Twilio, of course). Ultimately, each call center can set prices however it wants, but the whole world knows the base COGS, and that’s a constraint. With an interesting comment thread).

Call Center 99

Call Center APIs Contact Center SaaS 99

Spearline

JUNE 2, 2022

This way of working comes with its own technology demands, of course, but the speed with which organizations had to adapt at the start of the pandemic appears to have set them up for success. A clear majority – 52% – believe they are ‘very well prepared’ for this, with another 25% feeling their organization is ‘somewhat prepared’.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

NICE inContact

JULY 1, 2019

In the course of planning and traveling, customers contact Swedish Rail for a variety of reasons, from checking on delayed trains to disturbances on the tracks—volume that rises considerably during bad weather and vacations. It’s all added up to an improved customer experience and rising customer satisfaction.

Contact Center 56

Contact Center Transportation Cloud contact Government 56

Playvox

DECEMBER 13, 2022

When a customer has an issue that can’t be solved by self-service, they, of course, employ the most convenient means to contact your business to have their issue addressed by an agent. Related Article: 17 Most Effective KPIs To Evaluate Customer Service Performance. The Effects of Interaction Avoidance on Customer Experience.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

TechSee

SEPTEMBER 3, 2019

Over the next few years, existing contact center solutions will give way to more flexible approaches that meet the demands of an increasingly mobile workforce , enabling managers to solve the ever-growing problem of agent attrition.

Contact Center 84

Contact Center B2C Self service Contact center software 84

Call Experts

JANUARY 27, 2022

However, while IVR technology certainly wasn’t new by the 1990s, its use in the contact center was relatively uncommon. Many of today’s leading contact center solutions were still in development and not yet being used in the contact center.

Contact Center 94

Contact Center Interactive Voice Response Call Center contact center solutions 94

NICE inContact

JANUARY 28, 2019

In the course of completing the Forrester Wave report, the firm contacted NICE inContact customers for non-biased feedback on their own experiences using our CXone cloud contact center solutions and working with the NICE inContact team. A continuous, high-touch success model.

Cloud contact 54

Cloud contact contact center solutions Contact Center Feedback 54

3CLogic

NOVEMBER 10, 2021

Employees who exercise empathy can improve the customer experience , of course, but that same tactic is also a good way to ensure each of your agents feels heard and understood. You would also be wise to put yourself in your agents’ shoes. Establish Promising Growth Opportunities. Understandably, complex issues are more difficult to solve.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Talkdesk

APRIL 22, 2020

By supporting customers in their transition to the cloud, Talkdesk deploys industry-leading contact center solutions to unleash the power of a remote workforce. Now more than ever, it’s important for businesses to adapt and prepare for the unexpected.

B2C 59

B2C Government contact center solutions Contact Center 59