Outsource Consultants

JUNE 5, 2018

The result of utilizing a blended contact center include shorter wait times for customers, greater efficiency and productivity due to ACD and other technology, and higher agent engagement due to a decrease in mundane tasks. 5 Key Outbound and Inbound Contact Center Solutions. We can help you find the best options!

contact center solutions 52

contact center solutions Contact Center Telemarketing outsourcing 52

3CLogic

DECEMBER 1, 2022

According to a recent survey of more than 300 IT decision-makers, 90% of respondents said phone is still a primary communication method at their organization, regardless of company size. Of the respondents surveyed: 28% want to record and store calls on demand. 23% want transcribed visual voicemail solutions.

contact center solutions 52

contact center solutions Cloud contact Contact Center Interactive Voice Response 52

CX Global Media

MARCH 27, 2018

So, when the insight you deliver from your contact center can easily be diminished to a few outlying complaints, because you only have a few calls (or surveys) captured, you should not be surprised or offended if they do nothing. If you’re ready to help them see, contact Mike Mings at mike [at] tethr.com. Please Share.

Customer effort 200

Customer effort Contact Center Call Center contact center solutions 200

Contact Center Pipeline

APRIL 28, 2015

Post-transaction surveys provide a customer-centric view of when first-contact resolution (FCR) has been achieved. But even with customer surveys, the most common methods often result in companies reporting inflated FCR rates—10% higher, on average, says Mark Miller, senior director of Contact Center Solutions for J.D.

Feedback 100

Feedback contact center solutions Customer centricity Contact Center 100

3CLogic

SEPTEMBER 28, 2022

Accenture found that half of the patients they surveyed believe “a bad digital experience with a healthcare provider ruins the entire experience with that provider — and 39% believe a good digital interaction has a major influence on the patient experience,” underlying the need for high-quality digital healthcare services.

contact center solutions 52

contact center solutions Cloud contact Healthcare Contact Center 52

ShepHyken

DECEMBER 2, 2022

This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. Not only can contact centers satisfy immediate customer expectations, but these efforts also contribute to long-term loyalty and retention.

Customer Experience 185

Customer Experience Contact Center contact center solutions Technology 185

VocalCom

DECEMBER 17, 2018

Since PCM is language-based, Vocalcom can capture customer personality data passively without obligating the user to complete a survey. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

contact center solutions 48

contact center solutions Contact Center Personalization Contact center software 48

Upstream Works

SEPTEMBER 1, 2020

That’s why it’s important for the company to invest in an omnichannel contact center platform that gives agents access to everything they need on one desktop. Creating a recognition program shows contact center agents that their work is appreciated while keeping them motivated to continue doing a great job.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Talkdesk

APRIL 13, 2021

Why did Talkdesk choose PPT Solutions as our first Managed Services partner? PPT Solutions is a premier provider of client-centric, performance-based customer experience, and contact center solutions and one of Talkdesk’s most strategic partners.

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

Spearline

JANUARY 6, 2022

Call center cloud migration features in many 2022 business plans. Inbound voice reigns Voice continues to be the primary customer contact channel. Cloud migrations are on the agenda The global pandemic has accelerated call center cloud migration for many organizations. Projections suggest that sales reach $10.5 billion by 2027.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

Calabrio

MARCH 25, 2025

In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions. Survey tools, for instance, enable businesses to gather structured data through questionnaires, measuring metrics like NPS, CSAT, and CES.

Journey mapping 52

Journey mapping Analytics Contact Center Surveys 52

Hodusoft

DECEMBER 26, 2024

That would help you to be extremely specific and strategic while choosing from a wide array of solutions. Listing the must-have features will also give you an idea about the price of the solution. After contacting omnichannel solutions providers request free trials. If it ticks the right boxes, make the purchase decision.

Contact Center 52

Contact Center Contact center software contact center solutions Chatbots 52

Cisco - Contact Center

AUGUST 3, 2020

Some have needed a contact center for the very first time to set up an emergency “hot line,” and others have needed to augment and scale their existing one to offload call volumes. Webex Contact Center enabled us to provide and respond to the immediate needs of the business, while maintaining social distancing and work from home.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

NobelBiz

NOVEMBER 5, 2024

A survey indicated that 70% of employees cite poor management as a primary reason for leaving. Solutions: Equip agents with AI-driven tools: Contact centers can alleviate some of the burden off agents by equipping them with AI tools: automated call summaries, suggested responses, and real-time support.

Contact Center 52

Contact Center CRM contact center solutions Outbound sales 52

Serenova

APRIL 13, 2020

Agents can ask for assistance via chat; supervisors can provide feedback through team meetings, suggestion boxes or surveys. Serenova’s CxEngage contact center solution offers a variety of options to help every supervisor be themselves while finding ways to keep agents energized and moving toward the same goal.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

Hodusoft

FEBRUARY 5, 2025

HoduCCs SMS Integration with Route Mobile HoduCC is an omnichannel contact center solution that empowers businesses to deliver exceptional customer experiences across various communication channels.

Contact center software 52

Contact center software Analytics Healthcare contact center solutions 52

Avaya

JUNE 24, 2019

Additionally, an Avaya research study conducted by Vanson Bourne finds that 93% of global organizations surveyed identify AI as one of the most important technologies for their contact center, and that 85% will need to look for more third-party support in order to get the most out of AI. We extended collaboration with Avaya A.I.

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

3CLogic

AUGUST 3, 2021

A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up. With a cloud contact center solution in place, organizations also have the flexibility to enable remote agents and easily scale to meet changing business requirements.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

NICE inContact

AUGUST 21, 2019

In its second annual global research study of businesses , NICE inContact set out to compare perceptions of business contact center leaders and consumers in key areas of customer experience. What is surprising is the number of companies that I work with that are only routing voice interactions via their contact center solution.

contact center solutions 15

contact center solutions Contact Center Morale Benchmark 15

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. Cloud-Based Contact Center Solutions.

Omni-channel support 87

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

Calabrio

FEBRUARY 25, 2025

Solutions Built to Scale: The true-cloud platform scales alongside organizations and can be adapted to the needs of both small and large contact centers. Features Survey Design and Distribution: Create sophisticated surveys and distribute them across multiple channels.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Global Response

OCTOBER 15, 2024

Another benefit to omnichannel contact centers is being able to streamline your internal processes to reduce overhead costs and improve KPIs. A recent survey found that while most call centers aim to answer at least 80% of calls within 20 seconds, more than 60% of companies never respond to customer emails.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

NobelBiz

JANUARY 28, 2025

Collected through post-call surveys, CSAT scores provide direct customer feedback. Use Follow-Up Surveys Post-call surveys offer valuable insights into customer satisfaction and the reasons behind their inquiries. While shorter times are ideal, quality shouldnt be sacrificed for speed.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

Hodusoft

FEBRUARY 16, 2022

A Gartner survey suggests 30% of organizations will shift their on-premise contact center operations to remote by 2024. Industry leaders like Hodusoft have one of the best contact center solutions in the industry to help you seamlessly manage your hybrid team.

Contact center software 98

Contact center software Contact Center contact center solutions Interactive Voice Response 98

VirtualPBX

JUNE 6, 2024

Screen calls, schedule callbacks, initiate simple call surveys, and more to simplify basic interactions so that you can maximize your human capital in favor of customer interaction. Omnichannel contact center solutions can help your team seamlessly navigate a multi-channel environment with intelligent continuity.

First call resolution 105

First call resolution Abandon rate contact center solutions Metrics 105

Cisco - Contact Center

FEBRUARY 21, 2020

According to Cisco’s global contact center survey, 53 percent of contact centers report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges. Learn More.

Customer Experience 73

Customer Experience Customer centricity contact center solutions Contact Center 73

Serenova

JUNE 24, 2020

To deliver this successfully, agents need contact center solutions that allow them to move between channels and touchpoints easily so they can seamlessly help customers regardless of the channel. Start with a Cloud Contact Center Solution. Constant Information Gathering Along the Customer Journey.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

ROI CX Solutions

JANUARY 8, 2025

One of the easiest and most effective ways to integrate cloud-based contact center software is through a Contact Center as a Service (CCaaS) model. Omnichannel offerings continue to rise The current gold standard of contact center customer service is omnichannel communication.

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

NobelBiz

DECEMBER 19, 2023

Brayan Carpio Senior Call Center Manager, Call4You Marketing 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.

Call Center 105

Call Center Management Contact Center Wait times 105

AWS Machine Learning

DECEMBER 21, 2023

The script obtained through generative AI is included in a document (such as TXT, HTML, or PDF), and added to a knowledge base that will guide contact center agents in their interactions with customers. As per the 2022 NICE WEM Global Survey , 58% of call center agents say they benefit very little from company coaching sessions.

Contact Center 118

Contact Center Scripts Interactive Voice Response contact center solutions 118

Cisco - Contact Center

NOVEMBER 17, 2020

According to a global survey by McKinsey & Company, 62% of organizations are experiencing increasing demand for online purchasing and services by their customers, and 53% believe this trend will continue in the future. Pe r sonalized Website Intercept Surveys. Paginated Web Surveys. What’s Next?

Customer Experience 66

Customer Experience Contact Center Government contact center solutions 66

Cisco - Contact Center

JUNE 13, 2019

The contact center is one of the most interconnected applications in the enterprise, with dozens of integrations to multiple systems. A survey by the Aberdeen Group indicates that 60% of contact centers are using 7 or more systems to interact with customers.

Contact Center 68

Contact Center APIs contact center solutions CRM 68

Serenova

JUNE 24, 2020

To deliver this successfully, agents need contact center solutions that allow them to move between channels and touchpoints easily so they can seamlessly help customers regardless of the channel. Start with a Cloud Contact Center Solution. Constant Information Gathering Along the Customer Journey.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Cisco - Contact Center

FEBRUARY 18, 2020

Our new AI-powered, cloud-based customer experience solution can be integrated with your contact center via two new agent desktop gadgets. The solution enables contact centers to capture customer feedback utilizing an easy-to-use survey designer. For more information on Release 12.5, Learn More.

Contact Center 94

Contact Center Enterprise Self service contact center solutions 94

Win the Customer

FEBRUARY 17, 2018

Cloud contact center solutions are becoming the new standard for customer service. The cloud-based contact center market is growing at an explosive compound annual growth rate of 23.6 Being able to field both inbound and outbound communications makes cloud contact centers more versatile than call centers.

Call Center 93

Call Center Contact Center Cloud contact voip 93

Hodusoft

MARCH 24, 2022

Omnichannel contact centers provide multiple ways for customers to interact with businesses. A recent survey revealed that 34% of customers want customer service agents to be an expert who has the knowledge to answer any question and resolve any issue.

Contact Center 105

Contact Center Customer Service Contact center software contact center solutions 105

Aspect

AUGUST 30, 2017

But if you ask contact center agents themselves, you’ll hear an entirely different story. In our own Agent Experience survey , it was found that agents themselves are actually benefitting from the introduction of automated services. But what if your chatbots or other solutions themselves are causing headaches for customers?

Chatbots 76

Chatbots Contact center software Contact Center Coaching 76