Enghouse Interactive

OCTOBER 27, 2021

Conversational AI can then provide a much more precise understanding of the interplay of all of the comments, issues, complaints, and corrective actions requested, and then recommend a course of action.

Upselling 86

Upselling Contact Center Analytics Surveys 86

Global Response

MARCH 1, 2022

Which call center KPIs matter most? Of course, the call center KPIs that matter most for your business depend on your goals. Let’s walk through 8 of the most critical call center KPIs that can help take a standard call center to a superior one. Using your call center’s KPIs to push your business forward.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

NobelBiz

AUGUST 3, 2021

On the other hand, if supervisors or quality managers are spending hours identifying calls to coach, a decent speech analytics solution will save you time and enhance performance. This is where solutions that make use of the cloud’s capabilities shine. The same holds true for the contact center industry.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Enghouse Interactive

JULY 7, 2021

Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. Now It’s A Reality. How do you make sure?

Scripts 52

Scripts Coaching Contact Center Call Center 52

Enghouse Interactive

FEBRUARY 9, 2021

Do It Now to transform your contact center from a cost-center into a powerful revenue generator. Throughout the course of this blog series, we’ve explored how successful companies think differently.

Contact Center 69

Contact Center Self service Chatbots Average Handle Time 69

Playvox

MAY 2, 2023

The cloud contact center provider handles the servers and software involved in delivering an excellent customer experience. Cloud contact center solutions, like workforce engagement management, take your move to the cloud to the next level. The first step is, of course, communication with your team.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? We, the customers, of course! Who demanded that acceleration?

Contact Center 52

Contact Center Multichannel contact center solutions Average Handle Time 52

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: What is Workforce Engagement Management? Related Article: 17 Most Effective KPIs To Evaluate Customer Service Performance.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Playvox

OCTOBER 12, 2022

Stay aware of the warning signs of underperformance or low team morale and communicate to get to solutions. Regular one-on-one meetings with remote agents can help assess motivation levels and allow managers to quickly course-correct as needed. When these solutions are cloud-based, they can simplify and change on demand.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Hodusoft

NOVEMBER 29, 2022

But due to the rising competition, the market now is flooded with many types of contact center solutions. Choosing the right contact center software is essential for success. 10 top contact center software for business success Now the question comes “why top 10 contact center software?”

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

NobelBiz

APRIL 5, 2022

Reducing Average Handle Time Of course, every customer service manager wants to enhance traffic flow while lowering expenses. Furthermore, empowering contact center personnel to manage the quantity of calls in their personal queue might incentivize them to minimize call times when queues surpass a specific level.

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52