Calabrio

FEBRUARY 7, 2025

Below, well take a look at these solutions and provide a comprehensive look at five top Verint alternatives and competitors in the workforce management space. The Verint platform offers a robust set of workforce engagement management features, with noted strengths in quality management and monitoring, analytics, and scheduling.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Enghouse Interactive

SEPTEMBER 20, 2021

Contact Center Solutions. ISO27001 Certification guarantees that our cloud-based customer data privacy is assured. See for yourself how EnghouseUC can be quickly and easily integrated with your contact center to deliver the communications and collaboration capabilities you need to enhance your Customer Experience (CX).

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

Talkdesk

NOVEMBER 25, 2020

When the call is over, Talkdesk automatically populates the call recording and data into the customer’s activity feed. Choose a cloud-native contact center technology For effortless seasonal scaling, businesses need a contact center solution that is easy to use and requires minimum training, resulting in fast adoption.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

Calabrio

FEBRUARY 25, 2025

Calabrio ONE: The Best CX Management Platform for Contact Centers Calabrio ONE is a contact center workforce optimization software that unites workforce management, conversation intelligence, and AI-driven business intelligence solutions within one comprehensive suite.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Playvox

MARCH 19, 2024

According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support. This compares to 19% of baby boomers and 43% of Gen X customers who report they would do the same. And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Talkdesk

MAY 6, 2020

These disparate systems range from communication channel point products like chat, telephony and messaging apps, to siloed CRM systems, to disconnected Workforce Management, Quality Management, Analytics, AI technology and more. A unified customer experience. A unified supervisor and admin experience. One platform.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

Upstream Works

JANUARY 25, 2022

Flexible and cost-effective solutions to drive innovation now and in the future. Learn more about how our enhanced omnichannel contact center solutions support digital transformation here. Flexible and Cost-Effective Solutions for Innovation Now and in the Future. Accelerating Digital Transformation.

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

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.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

Playvox

OCTOBER 12, 2022

Give space to succeed, and your remote contact center—and customers—will benefit. Virtual classroom sessions are helpful for remote contact center teams and efficient for your organization. Consistency is key for effectively training remote customer support agents, and a virtual classroom is a smart tactic.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Playvox

APRIL 21, 2023

First, it’s important to understand the difference between multichannel and omnichannel customer service centers. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed.

Customer Experience 95

Customer Experience Contact Center Multichannel Self service 95

Playvox

JANUARY 30, 2024

It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support. In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well. Adding game-like elements is one way.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Enghouse Interactive

SEPTEMBER 3, 2021

Contact Center Solutions. Single-Sourced. Always Available. Unified Communications. Delivered from the cloud “as a Service”…enabling you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security possible. Because your organization needs to.

contact center solutions 67

contact center solutions Contact Center Call flow Enterprise 67

Playvox

JANUARY 25, 2024

Their performance and effectiveness positively or negatively impact: Customer satisfaction scores (CSAT) and net promoter scores (NPS) – Agents who are disengaged or lacking customer support knowledge can negatively impact not only your scores but overall CX.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

Hodusoft

FEBRUARY 14, 2020

There is little to dislike about Avaya contact center software Users have uniformly expressed satisfaction about overall performance and ease of use but customer service does not get them brownie points. However, customer support can do with some improvement.

call center software 52

call center software Call Center Contact center software voip 52

JustCall

MARCH 9, 2023

Cons: All the feature load in this contact center software tends to make it glitchy sometimes, as users have reported. CloudTalk CloudTalk If you are planning to expand your business beyond your physical location, CloudTalk is the right cloud-based contact center solution you can try.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Enghouse Interactive

SEPTEMBER 1, 2020

The new documentation then helps ensure that the next time the same issue arises, it will be easily resolved at the first point of contact, eliminating the need for agent escalation. Proper categorization, indexation and cross-referencing of all documentation can help deflect over 60% of customer support inquiries.

Self service 82

Self service Contact Center Chatbots First call resolution 82

Enghouse Interactive

JULY 7, 2020

With easy access, they can be geographically deployed, facilitating the delivery of “follow the sun” customer support. As previously noted, people have become very adept at dealing with online support as their first point of contact…and most prefer it. Protect Your Experts with Call Recording and Quality Management.

Self service 52

Self service Contact Center CRM Quality management 52

Playvox

APRIL 4, 2023

Signs of contact center burnout to look for include new or increased: Irritability or cynicism Disengagement Isolation from colleagues Absenteeism Decreased productivity or performance These signs should be addressed immediately when you notice them. Unhappy agents leave your organization, creating costly attrition issues.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Hodusoft

NOVEMBER 29, 2022

But due to the rising competition, the market now is flooded with many types of contact center solutions. Out of them, only a few are worthy and enable businesses to excel in their customer service and support endeavors. Choosing the right contact center software is essential for success.

Contact center software 40

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

Enghouse Interactive

JUNE 11, 2021

If successful, your organization will be able to deliver the best possible customer experience. In today’s business environment, organizations must adjust to rapidly evolving realities, quicker than ever before. The Upside?

Feedback 105

Feedback Technology Customer Experience Customer Service 105

Enghouse Interactive

JUNE 17, 2020

Yet, even after having fully integrated Teams with an advanced omni-channel Contact Center solution, there are significant opportunities to further enhance a contact center’s ability to engage with customers. Help Customers Help Themselves with Self-Service.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Enghouse Interactive

OCTOBER 4, 2019

Drop by kiosk #507 and we’ll show you how Enghouse Interactive can improve your Customer Experience (CX) and help you increase your revenue generation capabilities by using the industry’s most reliable Contact Center solutions. Click here for discounted tickets!

Contact Center 40

Contact Center contact center solutions Customer Experience Marketing 40

Enghouse Interactive

JULY 29, 2021

Customer experience (CX) expectations have changed. Today, customers expect helpful, accurate, and insightful responses from empowered agents that can resolve any situation, on the first call. Call Recorders Can Save You from Disaster. All this while new regulations and obligations rapidly accelerate business process change.

Scripts 97

Scripts Contact Center Benchmark CRM 97

Enghouse Interactive

OCTOBER 13, 2020

Understanding Why Transforms the Customer Experience. AI Makes It Possible (Blog Series).

Scripts 96

Scripts Interactive Voice Response Analytics Contact Center 96

Playvox

MARCH 12, 2023

Ongoing feedback is crucial to ensuring that customer support teams are consistently giving exceptional CX. Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Playvox

FEBRUARY 1, 2024

Tagging helps you categorize customer feedback and communications for better analysis and more helpful insights. While manual tagging may work for smaller customer support centers, medium to large ones should implement automated tagging solutions. Elicit direct customer feedback.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Enghouse Interactive

JUNE 9, 2021

According to Accenture (1) , 75% of customers have identified that they are more likely to engage with organizations that: address them by name, uses insight from their purchase history to better engage with them, and provides product or service recommendations reflective of their purchase history. . What to do? .

Contact Center 97

Contact Center Self service Chatbots CRM 97

Enghouse Interactive

OCTOBER 12, 2021

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.

Customer Experience 88

Customer Experience Self service Banking Employee engagement 88

Enghouse Interactive

OCTOBER 27, 2021

Your Biggest Contact Center Challenge? Figuring Out What Customers Are Telling You. Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome. From digital natives to boomers.

Upselling 85

Upselling Contact Center Analytics Surveys 85

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Key Learnings from Kate Leggett and Steve Nattress.

Self service 78

Self service Contact Center Benchmark Chatbots 78

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series).

Interactive Voice Response 82

Interactive Voice Response Self service Chatbots Enterprise 82

Enghouse Interactive

JUNE 24, 2021

Video Outperforms All Other Contact Center Communications Channels. With digital transformation accelerating across all industries, companies are now leveraging video-based capabilities to transform their customer experience (CX).

Contact Center 71

Contact Center Customer centricity Technology Customer Experience 71

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience 74

Customer Experience contact center solutions Morale Self service 74

ROI CX Solutions

DECEMBER 6, 2024

Automatic note-taking, assistance from virtual agents, speech analytics, and are all excellent examples of AI-enabled tools that not only provide needed support to agents by minimizing their tedious busy work but also empower those agents to create customer experiences that go above and beyond.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

Enghouse Interactive

JANUARY 13, 2021

With more advanced technologies being introduced across all industries – seemingly on a daily basis – businesses are trying to determine what will be the best approach for them to improve their organization, to better interface with and satisfy their customers – as cost-effectively and efficiently as possible. New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Playvox

JUNE 22, 2023

For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities. Even before agents are involved, customers are having positive or negative experiences with a customer support center.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52