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 Self service Multichannel 95

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? It’s a win-win.

Contact Center 52

Contact Center Multichannel contact center solutions Average Handle Time 52

DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively. Intelligent virtual assistants.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

Playvox

DECEMBER 13, 2022

Related Article: 17 Most Effective KPIs To Evaluate Customer Service Performance. 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. Why an Agent Might Be Avoiding Interactions.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

DMG Consulting

FEBRUARY 5, 2020

The three survey questions were: Do you plan to implement any new or replacement contact center infrastructure applications in the cloud in the next couple of years? Do you plan to implement any automation solutions (e.g., IVA, bots, RPA, AQM, self-service, WFM, etc.) Cloud-Based Contact Center Solutions.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

DMG Consulting

AUGUST 16, 2022

Answer: Contact centers utilize predictive analytics in a number of ways to anticipate the probability of future behaviors or occurrences, and their potential impact on the customer and employee experience and bottom line. Delivering the most appropriate knowledge assets to employees and customers (via self-service applications).

Contact Center 48

Contact Center Analytics Virtual Agent contact center solutions 48

JustCall

MARCH 9, 2023

This makes it the best contact center software for SMBs. Genesys Cloud CX Genesys Cloud CX Genesys’ cloud contact center software is ideal for businesses seeking to foster long-term customer relationships. Their solutions are a one-stop-shop and may put your incumbent CRM out of use.

Contact center software 52

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

Enghouse Interactive

SEPTEMBER 20, 2021

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

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

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. Accelerating Digital Transformation. Improvements can be made today with plenty of opportunities to scale in the future.

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

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. One “throat to choke” for all service issues. A unified supervisor and admin experience.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

Talkdesk

NOVEMBER 25, 2020

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. Talkdesk CX Cloud™ is the first end-to-end solution for delivering a great customer experience (CX).

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

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.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

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 17, 2020

Simultaneously, improving collaboration will also decrease the Average Hold Times (AHT) while increasing customer-servicing capabilities, by complementing agents with “always-on” self-service capabilities that increase customer autonomy and satisfaction. Help Customers Help Themselves with Self-Service.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

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

NICE inContact

JANUARY 30, 2018

If you are, here’s our laundry list of the top five things that are absolute “must have” phone system features for your contact center in 2018 and beyond: Built-in Reliability and Disaster Recovery. The best contact center solution is not worth a penny if it’s not up and running.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

Enghouse Interactive

SEPTEMBER 3, 2021

Contact Center Solutions. 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. Single-Sourced. Always Available. Unified Communications. Because your organization needs to.

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

Enghouse Interactive

JULY 7, 2020

In our previous post, under the Helping Customers Help Themselves with Self-Service heading, we alluded to the cross-over benefits for agents that result from Teams enabled applications. Teams complements the contact center resources to help agents provide better levels of service to their customers.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

OCTOBER 12, 2021

Add self-service so that customers can have control of how they engage with you. Integrate a Knowledge Base into your self-service process to ensure specific help can be provided quickly via text, documents, or text-to-speech. From the customer’s first point of contact to the last.

Customer Experience 89

Customer Experience Self service Banking Employee engagement 89

Hodusoft

FEBRUARY 14, 2020

Some of the features include automated routing, email, interaction tracking, real-time chat, multi-channel communication, and self-service portal. Avaya is trusted, reliable and provides good service. Zendesk is one of the big names in contact center solutions. SalesForce Service Cloud.

call center software 52

call center software Call Center Contact center software voip 52

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.

Contact Center 97

Contact Center Self service Chatbots CRM 97

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

Cisco - Contact Center

DECEMBER 17, 2020

Optional integrated Webex Workforce Optimization provides tools for workforce management, quality management, and workforce analytics. This fusion of human and AI results in natural, fast, and easy around-the-clock self-service. Next Up: Customer Experience as a Service (CXaaS).

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

Aspect

SEPTEMBER 28, 2017

The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. Subscribing to a cloud SaaS solution mimics the historical pattern of an autonomous WFM purchase.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

Playvox

JANUARY 13, 2022

The right solutions can help organizations successfully adapt to new and existing contact center trends. Cloud-based contact center solutions can reach every employee no matter where they are, which supports a hybrid work model. Getting Technology Right.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Enghouse Interactive

FEBRUARY 9, 2021

Returning Prospects – hear a welcome-back greeting, proactively offered help based on their last visit queries/self-service path taken, and easily accessible live agent support. AI-Enabled Self Service (34.8% Chatbots for Customers (31.0% planned, 46.5% now) easily handle common situations. Sentiment Analysis (38.7%

Contact Center 68

Contact Center Self service Chatbots Average Handle Time 68

Enghouse Interactive

MAY 27, 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.

Contact Center 52

Contact Center Self service Chatbots CRM 52

Enghouse Interactive

SEPTEMBER 29, 2020

Start by using Automated Conversations – as discussed in our recent self-service blog series , an organization has many options to improve the overall experience. Source: PWC/Bains and Co. So, how best to improve the customer experience, and then, the business outcomes?

Interactive Voice Response 83

Interactive Voice Response Self service Chatbots Enterprise 83

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

Serenova

JUNE 6, 2019

Yes, automation is helping by taking care of the most basic customer service needs, such as password reset—rudimentary tasks agents find monotonous. Not all issues can be resolved well through self-service. It’s easy to alienate customers by forcing them to self-serve when they want to talk to a person.

Contact Center 40

Contact Center Interactive Voice Response Technology Gamification 40

Enghouse Interactive

APRIL 13, 2021

A CCaaS solution would retain the same data structures and records – and uses any existing custom-developed CRM or CTI integrations… even enabling the seamless integration of advanced AI-enabled self-service tools, putting control into the customer’s hands…where they want it.

Contact Center 93

Contact Center Morale Technology Self service 93

Enghouse Interactive

FEBRUARY 18, 2021

There are 3 technologies to consider adding to your customer experience environment: AI-enabled Self-Service, Sentiment Analysis, and Predictive Analytics. Providing the customer with the option of helping themselves, makes them happier and reduces issues and costs. They can be stand-alone but work best when used together.

Contact Center 56

Contact Center Analytics Self service Finance 56

Enghouse Interactive

JUNE 11, 2021

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

Feedback 105

Feedback Technology Customer Experience Customer Service 105

Enghouse Interactive

JULY 29, 2021

Call Recorders Can Save You from Disaster. 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. All this while new regulations and obligations rapidly accelerate business process change.

Scripts 97

Scripts Contact Center Benchmark CRM 97

Enghouse Interactive

OCTOBER 27, 2021

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

Upselling 85

Upselling Contact Center Analytics Surveys 85

Playvox

JUNE 22, 2023

Three Ways To Improve Call Initiation Metrics Increase the number of agents available for inbound calls during peak times to provide faster call center support to customers. Offer omnichannel support options such as an AI-powered chatbot and other self-service options and menu options to reduce the need for some live agent calls.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Enghouse Interactive

MAY 7, 2021

Whether adapting too slowly or ignoring changing expectations altogether…it’s readily apparent that change is not dictated or managed by the company itself anymore. Analysts Align with Enghouse Best Practices. It’s not out of the norm to see organizations that are out-of-sync with customer expectations.

Customer centricity 89

Customer centricity Technology Contact Center Best practices 89