Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Avoxi

OCTOBER 15, 2024

Global Voice for Zoom: Enhancing International Telecom for Zoom Enterprise and Contact Center Customers It’s no secret that Zoom has grown to great heights when it comes to video and now even voice.

Enterprise 79

Enterprise Contact Center Marketing 79

CX Global Media

FEBRUARY 28, 2019

Flexibility is often an innocently misunderstood element in the contact center technology evaluation criteria. Afterall, unless you’re evaluating and implementing a wide-array of contact center technology as part of your everyday job, it’s just impossible to keep up with. Al, how do you help folks get over the hump?

Contact Center 250

Contact Center Coaching Call Center Technology 250

Call Center Weekly

JULY 6, 2018

This is certainly having an impact on contact center strategies as we must determine how to provide support to these new clients. For enterprise level organizations with a global presence, the infrastructure may already be in place to address this. For those of us in the contact center, failing the customer is not an option.

Contact Center 212

Contact Center Technical Support Government Consulting 212

DMG Consulting

FEBRUARY 12, 2025

DMGs primary research findings reveal a single cornerstone connecting this years priorities: the growing application of artificial intelligence (AI) and automation technologies in contact center and customer service operating environments. Are contact centers adopting AI? An additional 37.1% of survey participants.

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

Contact Center Pipeline

AUGUST 23, 2017

Our topic is selling and promoting the contact center. This activity starts at the highest levels, and the objective is to help all key decision-makers understand how valuable a contact center is to a successful enterprise. Getting to this […].

Contact Center 393

Contact Center Enterprise Customer Service Analytics 393

Callminer

MARCH 12, 2019

Meet us at Enterprise Connect. CallMiner has a number of activities going on which we invite you to attend that focus on AI, contact center technology, and better customer experiences!

Enterprise 182

Enterprise Contact Center Technology Customer Experience 182

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Callminer

APRIL 20, 2018

Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. Each contact center has its own priorities and goals, each of which is influenced by customer expectations.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Fonolo

NOVEMBER 19, 2020

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. The State of the Contact Center in 2020. Happier customers.

Contact Center 162

Contact Center Abandon rate Government Enterprise 162

Contact Center Pipeline

DECEMBER 9, 2021

Contact center leaders must take charge of the inevitable transition to positioning the center as an enterprise strategic asset rather than a factory-like, back-room operation. The identity of your contact center in the enterprise is undeniably linked to how others see you—or perhaps don’t see you at all.

Contact Center 147

Contact Center Enterprise 147

CCNG

JUNE 8, 2022

If this is the case for your contact center, the Hire Dynamics’ Contact Center Advisory Council has created a short list of the newest tools – and trends – it has determined will be of best use for contact center operations in 2022 and beyond. Customized modern performance management systems ? ? ?These

Contact Center 195

Contact Center CCNG Gamification Coaching 195

Momentum Telecom

MARCH 26, 2025

Enterprise Connect is the leading conference and exhibition dedicated to enterprise communications and collaboration, providing insights into the latest technologies and trends shaping the industry. Read Microsofts official blog ] So, what happened at Enterprise Connect 2025? There was a lot to like about this years event.

Enterprise 71

Enterprise Contact Center contact center solutions Analytics 71

Contact Center Pipeline

MAY 7, 2020

In honor of women who inspire, influence and serve as role models, I’ve compiled leadership advice from five of the finest contact center leaders I know. All have held senior leadership positions at enterprise-level contact centers.

Contact Center 162

Contact Center Enterprise Call Center 162

ShepHyken

JUNE 6, 2024

He discusses the Four Phases of the Contact Center. They need to mature their contact centers to help deliver the best customer service possible and ensure they’re not wasting time and resources. To find success, contact centers should aim to evolve past this initial, siloed stage.

Contact Center 160

Contact Center Self service CRM Engineering 160

Contact Center Pipeline

MAY 25, 2021

What does this have to do with contact center agents, you ask? The post Equipping the Enterprise for the AI-Powered Human Agent Era first appeared on Contact Center Pipeline Blog. I think many would agree that working in the […].

Enterprise 147

Enterprise Contact Center Call Center Technology 147

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. As one of the most exciting forms of artificial intelligence , computer vision is already being implemented across a wide range of business sectors, enabling enterprise systems to achieve high-level understanding from digital images and then suggest – or even perform next best actions.

Contact Center 174

Contact Center Average Handle Time B2C B2B 174

Momentum Telecom

MARCH 4, 2025

Unified Collaboration Teams brings together chat, video meetings, file sharing , and enterprise calling in one application. Teams Phone & Operator Connect Expertise Momentum specializes in Teams Phone deployments , allowing you to integrate enterprise-grade calling into Teams quickly. Absolutely.

Enterprise 93

Enterprise Call flow Consulting Consulting 93

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. She provides strategic and practical counsel for enterprises, solution providers, and the investment community.

Contact Center 138

Contact Center Enterprise Consulting Consulting 138

3CLogic

DECEMBER 17, 2024

The contact center industry is constantly evolving. 1 To stay competitive and ensure long-term business success, enterprises must quickly adapt and continue to invest in customer experience (CX) initiatives. Trends and predictions shaping the contact center of tomorrow 1. digital, voice, etc.),

Contact Center 98

Contact Center Self service Coaching Benchmark 98

CCNG

JULY 2, 2021

In a fast-paced industry like contact centers, it is important to hire quickly without sacrificing accuracy. Our discussion centered around how an automated communication screening process empowers recruiters to focus their time on qualified talent, saving the recruiters hours—and often days—to screen for omnichannel bilingual talent.

CCNG 322

CCNG Contact Center Engineering Enterprise 322

Callminer

OCTOBER 20, 2024

Conversation intelligence unlocks the hidden value within contact centers, transforming them from cost centers to essential drivers of business growth. Read this blog to learn more.

Enterprise 182

Enterprise Contact Center 182

ShepHyken

DECEMBER 16, 2024

Jet-Lagged but Inspired: Fresh Takes on AI and Customer Experience by Ian Jacobs (Opus Research) Despite the headlong rush enterprise and contact center leaders are in to automate seemingly every customer interaction, the low-hanging fruit for brands remains in augmenting the employees providing interaction assistance.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

CSM Magazine

MARCH 3, 2025

A cloud contact center is the basis of modern-day customer service operations. Companies are counting on the cloud contact center flexibility for enhanced communication, making it easy for customers to contact the company in several different ways. It enables efficient handling of customer communication.

Cloud contact 52

Cloud contact Contact Center Multi-channel support Wait times 52

Interactions

OCTOBER 29, 2024

Gen AI offers enormous potential for efficiency, knowledge sharing, and analytical insight in the contact center. How Gen AI Will Enhance the Contact Center That’s a very brief explanation of a very complex technology – one that is evolving as we speak. So, yes, Gen AI is coming to the contact center.

Contact Center 62

Contact Center APIs Analytics SaaS 62

VirtualPBX

OCTOBER 30, 2024

Supporting Community Health with VirtualPBX Contact Center Solutions At VirtualPBX, we’re proud to support the impactful work done by organizations like The Center For Long Covid Research, which recently implemented our Contact Center solution to enhance its call center capabilities.

Contact Center 59

Contact Center contact center solutions Call flow CRM 59

DMG Consulting

JANUARY 29, 2025

First, KM is an essential enabler of enterprise AI initiatives, acting as a trusted data source to power various AI-based systems and applications. Knowledge management is experiencing the fastest growth in its 40-plus-year history, and expansion is accelerating in this long-underappreciated IT segment.

Consulting 59

Consulting Consulting Enterprise Management 59

Calabrio

JANUARY 27, 2025

Since recordings are captured within the contact center, many companies start by concentrating on improving or optimizing that department and agent performance. This is an excellent approach, as it gives speech analytics analysts an opportunity to learn to use the solution prior to rolling it out throughout the enterprise.

Analytics 52

Analytics Contact Center Gamification Coaching 52

Calabrio

JANUARY 27, 2025

Since recordings are captured within the contact center, many companies start by concentrating on improving or optimizing that department and agent performance. This is an excellent approach, as it gives speech analytics analysts an opportunity to learn to use the solution prior to rolling it out throughout the enterprise.

Contact Center 52

Contact Center Analytics Gamification Coaching 52

3CLogic

JANUARY 28, 2025

When contact center solutions and customer relationship management platforms were first introduced to the market, they served distinctly different purposes. Contact centers handled calls and interactions, while CRM systems managed customer records and ticketing/cases/incidents.

Customer Experience 105

Customer Experience CRM Contact Center Enterprise 105

Balto

OCTOBER 29, 2024

If you focus on the real goal (powering your people), you’ll set your contact center up to thrive in 2025 and beyond. For contact center leaders, this is a game-changer. The centers that embrace this shift now are going to leave competitors clinging to outdated speech analytics in the dust. The result? The answer?

Contact Center 52

Contact Center Analytics Enterprise CRM 52

CSM Magazine

APRIL 10, 2025

This expanded partnership builds on their shared vision of transforming customer engagement through advanced Contact Center-as-a-Service (CCaaS) and CRM solutions tailor-made for the ServiceNow ecosystem. Supporting front-office transformation, with an emphasis on embedding voice as a vital channel in the ServiceNow platform.

contact center solutions 59

contact center solutions Consulting Consulting Contact Center 59

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Instead, todays leaders recognize its central role in fueling and future-proofing enterprise success.

Best practices 52

Best practices Contact Center Management Call Center 52

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. Plus, AI has driven an increase in the capacity of contact center tools. What is voice analytics?

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

Calabrio

APRIL 23, 2025

By converting raw, unorganized customer interactions into structured, searchable data, Conversation Intelligence empowers deeper analysis and faster action to help contact centers listen more intelligently, act more purposefully, and improve more rapidly. Only 36% of contact centers have true omnichannel capabilities.

Contact Center 52

Contact Center Coaching Engineering Analytics 52