NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

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? Hint: They’re all unique to digital transformation. It’s a win-win.

Contact Center 52

Contact Center Multichannel contact center solutions Average Handle Time 52

Serenova

MARCH 10, 2020

At this pivotal moment, when contact centers are the frontline, we believe video is the next customer experience game-changer. We believe integrating video into a cloud contact center solution is the first and best way to leverage this opportunity right now. This merger is about more than technology.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Serenova

APRIL 26, 2019

ICMI Contact Center Expo (May 13-16) is another valuable way to better understand how your contact center can better meet its goals. I invite you to stop by booth 608 to learn about Serenova’s cloud contact center solutions , including our native workforce optimization/quality management.

contact center solutions 40

contact center solutions Cloud contact Contact Center CRM 40

Talkdesk

NOVEMBER 25, 2020

To meet the demand, businesses will need to scale their technology and their people. Here are three tips on how to scale your contact center for the seasonal rush. Talkdesk CX Cloud™ is the first end-to-end solution for delivering a great customer experience (CX). But how can they do it?

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

Playvox

JUNE 28, 2022

While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use. But don’t worry. You’ve got this!

Contact Center 84

Contact Center contact center solutions Contact center software Quality management 84

Enghouse Interactive

SEPTEMBER 20, 2021

Contact Center Solutions. EnghouseUC is cloud-agnostic, with global accessibility via Google Cloud, but other cloud providers can be substituted to meet customer requirements. Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. Single-Sourced. Always Accessible.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

Calabrio

FEBRUARY 25, 2025

Key Features & Differentiators Unified suite: Calabrio ONE integrates WFM seamlessly with quality management, business intelligence, and more, all within a single, intuitive workforce engagement management platform. Scalability: Verint’s solutions are designed to scale to meet the needs of large organizations.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Serenova

NOVEMBER 19, 2019

Delivering on Our Promise to Continually Innovate and Rise to Meet Market Needs. We’ve seen a consistently growing need for a combined CCaaS and workforce optimization solution set. ProScheduler, the flagship WFM solution from Loxysoft, is a user-friendly solution with forecasting, scheduler optimization and reporting systems built in.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

Calabrio

FEBRUARY 7, 2025

Beyond the Open Platform, their portfolio also includes solutions for customer analytics, workforce optimization, and compliance. However, if youre here, youre probably wondering whether Verint workforce management solutions are up to the task of meeting todays contact center needs and challenges.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

Calabrio

MARCH 25, 2025

Evaluate 100% of interactions with automated quality management tools. Leading contact center WFM software: Efficiently meet demand with advanced forecasting and scheduling tools, plus drive agent engagement and retention. Employee listening, analytics, and experience management tools.

Journey mapping 52

Journey mapping Analytics Contact Center Surveys 52

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 supervisor and admin experience. A unified customer experience. One platform.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

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. AI-infused quality management is enabling leaders to stop problems before they start. And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

APRIL 21, 2023

Related Article: 5 Must-Haves for Growing Companies Looking to Create an Omnichannel Support Center Evolving Roles In The Contact Center In a digital customer service center, workforce managers, quality management analysts, and even CX leaders will find that their roles are changing — for the better.

Customer Experience 95

Customer Experience Contact Center Multichannel Self service 95

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

Cisco - Contact Center

DECEMBER 17, 2020

Optional integrated Webex Workforce Optimization provides tools for workforce management, quality management, and workforce analytics. By combining Webex collaboration tools for messaging, calling, meetings, and even headsets and phones, agents benefit from a common user experience.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

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

Tethr

NOVEMBER 15, 2021

That said, finding a good contact center reporting and analytics tool can be hard. Many providers make big promises that aren’t founded on solid data , and others struggle to meet even the most basic hurdles for a contact center analytics tool. Never fear! We’ve done some of the legwork for you.

Contact Center 93

Contact Center Analytics Marketing First call resolution 93

Playvox

JANUARY 30, 2024

Contact center managers leverage gamification techniques and tools like badges, point systems, and leaderboards, as part of an overall quality management solution to attract, engage, and retain high-performing agents. A good quality management program should help empower agents — not just supervise them.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Calabrio

NOVEMBER 18, 2024

Fully integrated WEM Many providers offer basic Workforce Engagement Management, as Gartner now includes WEM in the core definition of a contact center platform. However, many providers deliver disconnected WEM tools that require additional resources to manage.

Analytics 52

Analytics Contact Center Quality management contact center solutions 52

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

NobelBiz

JUNE 4, 2024

Unlike sales or technical support call centers, the primary focus of a customer service call center is to address customer inquiries, resolve issues, and provide general support to enhance customer satisfaction and loyalty. Cost-effectiveness Outsourcing customer service to a call center can significantly reduce operational costs.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

Enghouse Interactive

JUNE 11, 2021

To do so, organizations must quickly assess situations as they arise, anticipating emerging needs while also meeting current expectations. In today’s business environment, organizations must adjust to rapidly evolving realities, quicker than ever before. The Upside? Transformation. And New Realities.

Feedback 105

Feedback Technology Customer Experience Customer Service 105

Monet Software

OCTOBER 22, 2018

This makes it easier to update customer profiles, compose emails and schedule meetings by talking to a mobile device. At Monet we are constantly reviewing the UI aspect of our contact center solutions, to make sure they provide a user-friendly experience and allow managers and agents to efficiently complete their daily tasks.

contact center solutions 48

contact center solutions Contact Center Quality management Feedback 48

NICE inContact

JULY 10, 2018

As the digital landscape continues to evolve, businesses in all sectors face the challenge of adapting their strategy to stay competitive, and adjusting their infrastructures to meet customer expectations, to stay agile and flexible and to become more cost efficient. Focus on quality management. Measure performance.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

Playvox

SEPTEMBER 20, 2023

One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? The results?

Quality management 52

Quality management Coaching Contact Center Calibration 52

Monet Software

DECEMBER 21, 2018

The solution was designed to empower contact centers and help desks to improve customer experience and agent productivity, identify performance gaps, reduce costs, and deliver outstanding and efficient customer service. We debuted our new, modern and more responsive company website this month.

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

Enghouse Interactive

JUNE 25, 2019

If you’re not already aware, Enghouse Interactive offers the industry’s broadest range of contact center solutions. One of the guiding principles that Enghouse has adhered to over the years: focus on meeting customer needs and expectations , exactly as the customer defines them. VISIT US AT BOOTH #723 TO SEE OUR DEMO .

Contact Center 40

Contact Center Customer centricity contact center solutions Quality management 40

Playvox

JANUARY 13, 2022

This will impact how businesses train, design career paths, structure meetings, and more. Contact Center Technology Solutions for Improving the Employee Experience. The right solutions can help organizations successfully adapt to new and existing contact center trends. Getting Technology Right.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

NICE inContact

NOVEMBER 8, 2019

If you’re already using Salesforce but new to NICE inContact CXone, you can gain measurable improvements by integrating these two platforms, whether you have an inbound call center, outbound or both. No other contact center solution has it in one place, built in already so you aren’t looking at more customization or development.

Contact Center 10

Contact Center Average Handle Time CRM Healthcare 10

Enghouse Interactive

OCTOBER 27, 2021

Organizations are increasingly revisiting their operational investments with a focus on improving the customer experience (CX), hoping to minimize churn, grow revenue, and better position upsell and cross-sell initiatives while resolving specific customer issues, and meeting emerging needs. It’s the Approach that Matters.

Upselling 86

Upselling Contact Center Analytics Surveys 86

Enghouse Interactive

SEPTEMBER 1, 2020

This results in other positive impacts on down-stream service processes, helping organizations more easily meet ever-changing customer expectations: Agent Availability increased to 100% as there is always a way to provide services to the customer via automated capabilities.

Self service 83

Self service Contact Center Chatbots First call resolution 83

DMG Consulting

MAY 25, 2018

This inaugural knowledge management (KM) report covers all aspects of this resurgent IT sector, which is attracting a great deal of interest because of the digital transformation and growing interest in incorporating artificial intelligence (AI) functionality into contact center solutions. million in 2016 to$1,655.3

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 7, 2018

This inaugural knowledge management (KM) report covers all aspects of this resurgent IT sector, which is attracting a great deal of interest because of the digital transformation and growing interest in incorporating artificial intelligence (AI) functionality into contact center solutions.

Consulting 48

Consulting Consulting Marketing Management 48

Playvox

APRIL 4, 2023

That’s why, when managers see an employee struggling to deliver the right customer experience, they should take an empathetic approach to discover what might be wrong under the surface. Recall that according to Gartner, disengaged agents make interactions harder for the customer, which is likely to show up as longer handle times.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Enghouse Interactive

MAY 7, 2021

Ongoing customer surveys are key to ensuring the new approach will constantly evolve to meet customer needs today and in the future. The Silicon Valley start-up culture should be your organization’s culture too and accept that any customer engagement project is never “one and done”. Nothing should be untouchable.

Customer centricity 90

Customer centricity Technology Contact Center Best practices 90

Enghouse Interactive

JUNE 24, 2021

By leveraging advanced technologies, organizations can successfully meet customers’ ever-changing needs while preparing for the future, simultaneously improving their customer’s experience (CX) with industry-leading e?ciency. Video’s rapid adoption within the consumer market has transformed realities.

Contact Center 72

Contact Center Customer centricity Technology Customer Experience 72