VocalCom

OCTOBER 24, 2017

At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort. Ask for customer feedback.

Self service 91

Self service Interactive Voice Response Contact center software Banking 91

Serenova

JUNE 24, 2020

Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. What Is an Omnichannel Contact Center?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. It’s the acronym for Unified Communications as a Service. Multichannel Integration The question may arise “Is multichannel integration necessary?”

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Fonolo

APRIL 6, 2020

The Best Apps for Virtual Contact Center Teams. We’re going to walk you through some of the best remote contact center technology and apps to use for your business and remote teams. HubSpot is one of the leading players in the contact call center space and is one of the best CRM systems for most businesses.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

Expivia

NOVEMBER 9, 2021

Keeping up with current contact center trends is a crucial part of being a world-leading customer service provider. You need to discover the latest technology, innovation, and process improvements to improve your call center and provide your customers with the best possible experience. Real-Time Analytics.

Contact Center 86

Contact Center Chatbots Call Center Analytics 86

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience?

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. An era where small and medium-sized businesses could provide similar customer service as their larger counterparts. What is CCaaS?

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 95

Contact Center Engineering Calibration Coaching 95

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

Eptica

SEPTEMBER 18, 2015

Date: Friday, September 18, 2015 The six ways web self-service improves your customer experience. Author: Robin Tandon Customer service teams are currently faced with multiple challenges. Consumers are asking an increasing number of questions and are demanding faster service, across more and more channels.

Self service 78

Self service Customer Experience Multichannel Contact Center 78

Expivia

OCTOBER 4, 2021

However, finding and training staff to handle your customer service isn’t the easiest (or cheapest) task. . This is when contact center outsourcing comes into play. Contact center outsourcing can take the weight of customer management off your shoulders. What Is Contact Center Outsourcing?

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers? Published on: October 26, 2016.

Contact Center 71

Contact Center Multichannel Self service Surveys 71

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information. Published on: June 15, 2016.

Self service 51

Self service Multichannel Contact Center Feedback 51

SmartAction

MARCH 7, 2023

This is especially true for those cutting-edge companies that have wisely made multichannel communication a central part of their support model. If IVAs drive the CAI platform that lies at the heart of multichannel communication strategies, then the IVA has fully moved from “nice-to-have” to “must-have” status.

Multichannel 86

Multichannel Virtual Agent Self service Accountability 86

Fonolo

APRIL 27, 2021

That’s why it’s become increasingly important for businesses to upgrade their call center technologies, processes, and staffing practices to get ahead of the call-spike curve — ideally without breaking the bank. The Contact Center Guide to Managing Spikes in Call Volume. Top Contact Center Technology Trends in 2021.

Call Center 128

Call Center outsourcing Abandon rate Gamification 128

Hodusoft

JULY 12, 2021

How Work from Home Contact Center Software Can Solve Remote Work Challenges? What has not changed, however, is reaching for our phones to call customer service contact center agents, for a myriad of issues. In fact, throughout the pandemic period, contact centers witnessed long waits.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Cloud contact 52

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

NobelBiz

MARCH 29, 2022

It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers. In the contact center sector, customer engagement is one of the strategic objectives of many companies today.

Contact Center 52

Contact Center Cloud contact contact center solutions Brand ambassadors 52

Talkdesk

JANUARY 2, 2020

After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. Intelligent self-service. Managing Resources: engaged and empowered staff.

Customer Service 66

Customer Service Multichannel Self service Contact Center 66

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Urgency, complexity and emotional importance Thankfully, customer service isn’t normally a matter of life or death, but understanding the urgency of a request helps prioritize it if queue volumes are high.

Customer Service 71

Customer Service Multichannel Self service Contact Center 71

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. This annual global event is the perfect opportunity to emphasize the importance of customer service to the bottom line.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. So how can they better connect with customers? Published on: October 06, 2015.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Upstream Works

DECEMBER 16, 2020

Digital customer engagement is about more than simply adding new channels to the contact center. Digital CX also enables contact centers and back office digital workers to truly understand their customers’ behaviors, wants and needs. Customer experience then becomes a core strategic focus for businesses.

Journey mapping 78

Journey mapping Multichannel Contact Center Self service 78

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Apple has realized this, with a clear focus on service, particularly within Apple Stores , which provide a high quality experience, helpful staff and a focus on ensuring that customers get the best from their technology.

Multichannel 76

Multichannel Customer Service Banking Self service 76

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. Read on for an introduction to call center automation, plus our top software picks!

Call Center 142

Call Center Interactive Voice Response call center software Contact Center 142

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. These pressures actually mean that service is even more important than ever, according to research from the Institute of Customer Service (ICS). Published on: September 23, 2015.

Multichannel 76

Multichannel Customer Service Brand ambassadors Self service 76

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Published on: March 31, 2016.

Multichannel 49

Multichannel Customer Service Entertainment Banking 49

VocalCom

JUNE 24, 2020

The use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs. In parallel, automation and AI are transforming the processes of contact centers themselves. AI to enhance human relationships.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

VocalCom

DECEMBER 11, 2017

While self-service is key to helping customers find information quickly, IVR is an essential tool for making it happen. Here are five key benefits of IVR that make it so vital to creating seamless self-service experiences. IVR systems provide many rich features that enhance the self-service experience.

Interactive Voice Response 89

Interactive Voice Response Customer Service Self service Contact center software 89

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. This shift to a mobile first world has a big impact on the customer experience and customer service. So, what can brands do to ensure that they are delivering the mobile customer service that their customers expect?

Customer Service 56

Customer Service Multichannel Airlines Self service 56

VocalCom

AUGUST 5, 2019

Whether using chatbots or speech-based assistants, these brands integrate AI into their omnichannel experience—often in their messaging applications—to drive stronger sales and customer service. And if customers enjoy the perks of this technology, it is because the contact centers that are using it are driven to be more efficient.

Contact Center 48

Contact Center Contact center software Chatbots Self service 48

West

NOVEMBER 1, 2016

During CRMXchange’s recent webcast, Does Your Contact Center Make or Break the Customer Experience? , Dan Gordon explored the notion of a collective customer journey, and how every interaction adds or subtracts from a big picture experience across multiple functions and channels. Multichannel capabilities.

Contact Center 48

Contact Center Multichannel Customer effort Technology 48

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In fact, it’s such a huge deal for customers today that it has overtaken price and product as the key brand differentiator.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Fonolo

NOVEMBER 28, 2019

Airline services have been scrambling to improve their customer service strategies and initiatives, making key investments to elevate the overall customer experience. in an effort to shave time from its customer service call volumes. in an effort to shave time from its customer service call volumes.

Customer Service 75

Customer Service Airlines Self service Call Center 75