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

Serenova

MARCH 10, 2020

As we evaluate the trends affecting contact centers, we view the convergence of Contact Center-as-a-Service (CCaaS) and Unified Communications-as-a-service (UCaaS) technologies as a clear opportunity to optimize customer experience. Mobile video for enhanced technical support. Welcome to what’s next.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

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. In 2023, Genesys began offering the standalone Genesys Cloud EX solution focused on employee engagement.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Playvox

DECEMBER 13, 2022

Calling their own phone, family, or friends or handling personal issues when doing “outbound” work. If only one person is practicing interaction avoidance, the impact is fairly small. Related Article: What is Workforce Engagement Management? Claiming IT issues with their systems. Why an Agent Might Be Avoiding Interactions.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Calabrio

FEBRUARY 25, 2025

This unified view of customer interaction data empowers organizations to better understand consumer behavior, preferences, and needs across touchpointsand it can help facilitate the creation of experiences that are more personalized, more consistent, and more likely to drive positive outcomes.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Serenova

NOVEMBER 19, 2019

This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation. I want to share with you my personal perspective on how it will deliver value to the markets we serve, as well as our stakeholders, including customers, partners and employees.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

Playvox

JUNE 28, 2022

Omnichannel contact center software has evolved to include unified routing and interaction histories that are available from one channel to another, making the relevant customer history available to agents at all times. Now that we know the destination, let’s map the journey.

Contact Center 84

Contact Center contact center solutions Contact center software Quality management 84

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. They will receive personalized and meaningful care, and they won’t have to repeat themselves, removing big friction points.

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

Calabrio

MARCH 25, 2025

By mapping the customer journey, organizations can identify friction points, optimize customer experiences, and personalize interactions. These tools often integrate with other VoC solutions to provide a comprehensive view of customer interactions and feedback throughout the entire customer lifecycle.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

Playvox

MARCH 19, 2024

From eliminating manual, repetitive tasks for agents to leveraging natural language processing (NLP) and AI with chatbots and phone support, contact center AI provides numerous opportunities to transform CX — and the bottom line. What Is Contact Center AI? Analyze more interactions and automate workloads for analysts.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Calabrio

MARCH 2, 2020

With Twilio Flex, the programmable contact center platform, businesses get complete control to build the exact contact center solution they need to fit their needs. When we say “programmable,” the customer can customize Twilio Flex to build the contact center solution they need.

Contact Center 71

Contact Center contact center solutions Airlines Quality management 71

Cisco - Contact Center

DECEMBER 17, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. Next Up: Customer Experience as a Service (CXaaS).

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

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

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

Playvox

JANUARY 25, 2024

Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

Tethr

NOVEMBER 15, 2021

The best contact center reporting and analytics tools. Genesys to take advantage of scalable AI-powered personalization. InMoment to put your call center data into the wider CX and EX context. What makes a great contact center reporting and analytics tool? Five9 for agile multi-channel communication.

Contact Center 93

Contact Center Analytics Marketing First call resolution 93

Serenova

JANUARY 7, 2020

So, we created a true cloud contact center solution that could. Today, that solution unifies everything from customer engagement to quality management to analytics. There’s little doubt cloud-based contact center solutions are becoming the preferred model, replacing on-premises contact center infrastructure.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

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

Playvox

AUGUST 25, 2021

As in-person interactions with customers have largely been suspended during the pandemic, customer experience centers have evolved from simply offering reactive support to providing proactive customer engagement. This helps companies with more than 50 contact center agents reduce staffing costs while also preventing agent burnout.

Management 57

Management Agent burnout Contact Center Coaching 57

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? Well, love is a strong word, but I really like it.

Contact Center 52

Contact Center Multichannel contact center solutions Average Handle Time 52

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. While many companies begin by deploying these solutions, this is only the beginning of the journey when it comes to employee engagement strategies.

Contact Center 73

Contact Center Coaching Real estate Brand ambassadors 73

Enghouse Interactive

JUNE 9, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Action Checklist. Use an omni-channel approach. Leverage chatbots, NLP, and AI.

Contact Center 97

Contact Center Self service Chatbots CRM 97

NobelBiz

JUNE 4, 2024

Invest in comprehensive training programs that cover product knowledge, customer service skills, and the use of call center technology. Integrate Your CRM with the Call Center Integrating your CRM with your call center system allows for better customer data management and more personalized service.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

Playvox

SEPTEMBER 20, 2023

Across all industries and in our personal lives, AI is coming into its own as a tool to increase efficiency, automate tasks, and reduce costs. But how do AI and automation technologies actually help make your contact center more efficient? Automated quality management helps quality analysts be more efficient in their work.

Quality management 52

Quality management Coaching Contact Center Calibration 52

JustCall

MARCH 9, 2023

Cons: While Aircall is one of the best options for enterprise cloud contact center software out there, it doesn’t allow you to customize it to the extent you would prefer. Gladly Gladly Gladly is all about driving customer loyalty by offering tools that enhance personalized interactions between your business and customers.

Contact center software 52

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

8x8

SEPTEMBER 14, 2017

Their stores and showrooms are staffed with knowledgeable employees, who are encouraged to spend one-on-one time with each customer, both in person and on the phone, to provide in-depth explanations of products and features. The importance of enhancing the overall customer experience is clearly a priority for Town Fair Tire.

Contact Center 48

Contact Center contact center solutions Quality management Marketing 48

Monet Software

DECEMBER 21, 2018

We were proud to announce the official release of our Workforce Management (WFM) solution for Salesforce, which integrates easily with Salesforce Service Cloud or Sales Cloud case management systems to provide an advanced omnichannel WFM solution directly from Salesforce. Another award so soon? Stay tuned!

Schedule adherence 48

Schedule adherence contact center solutions Contact Center Best practices 48

Playvox

JANUARY 13, 2022

The conversation identified several contact center trends that, if addressed effectively, can lead to the transformation of two critical elements of operational success: people and technology. . 2022 just might be The Year of the Contact Center Employee. Technology always needs focus. 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 Healthcare CRM 10

Playvox

FEBRUARY 1, 2024

In digital customer communication, we lose the benefit of eye contact, tone of voice, body language, and other cues we use during in-person dialog. I waited five minutes to talk to a live person. Without the benefit of in-person interactions, how do you “read the customer” in online messages, text, and chats?

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Playvox

APRIL 4, 2023

But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset. A coaching solution that automatically delivers feedback on how to improve can be very effective. Automation has the added benefit of creating more time for personal engagement during feedback sessions.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Enghouse Interactive

OCTOBER 13, 2020

As a result, humans inherently know how to, directly/indirectly and inferentially assess every situation, either cognitively or sub-consciously.

Scripts 96

Scripts Interactive Voice Response Analytics Contact Center 96

Enghouse Interactive

OCTOBER 12, 2021

By being part of something bigger, leads to more personal satisfaction, more commitment, and employee retention. Listen to and act on staff issues, engenders deeper employee engagement – they’ll see that their inputs are fundamental to making a difference.

Customer Experience 89

Customer Experience Self service Banking Employee engagement 89

NobelBiz

FEBRUARY 22, 2023

Adequate Software Solutions Agents must have access to all of the tools and software they require to complete their tasks, as they may be tempted to use their own computers to access some of the tools through a web browser. Notes and suggestions: Make a list of all the equipment that agents require for their jobs. So, what should be done?

Contact Center 52

Contact Center Gamification Coaching contact center solutions 52

NobelBiz

FEBRUARY 22, 2023

Adequate Software Solutions Agents must have access to all of the tools and software they require to complete their tasks, as they may be tempted to use their own computers to access some of the tools through a web browser. Notes and suggestions: Make a list of all the equipment that agents require for their jobs. So, what should be done?

Contact Center 52

Contact Center Gamification Coaching contact center solutions 52

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)

Self service 79

Self service Contact Center Benchmark Chatbots 79

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