Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. Where to get it: [link].

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Fonolo

JUNE 28, 2018

“IVR.”. We’ve all had less-than-stellar experiences interacting with a robotic, impersonal interactive voice response. The truth is, when someone contacts your call center, they demand (and deserve) time and attention, and if these expectations are not met efficiently it can be costly.

Interactive Voice Response 52

Interactive Voice Response Call Center Morale Analytics 52

ConvergeOne

SEPTEMBER 6, 2022

These surveys achieve a better response rate by ensuring that questions are highly targeted and relevant to the individual customer contact being surveyed. Surveys are commonly offered via web forms, interactive voice response (IVR) systems, and Intelligent Virtual Assistants (IVAs). Can’t wait?

Gamification 73

Gamification Interactive Voice Response Management Surveys 73

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. Digital-first customer experiences — when and how customers want.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job. What functionality do I need beyond the basics of ACD , IVR and reporting ?

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job. What functionality do I need beyond the basics of ACD , IVR and reporting ?

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

Fonolo

AUGUST 1, 2018

Google made a major announcement at their “Cloud Next” event with the launch of Contact Center AI. It was the second time this month that the contact center world was rocked by a Google announcement. Analyst Sheila McGee Smith has a great slideshow here: Google Embraces the Contact Center. Further Reading.

Contact Center 52

Contact Center Call Center Interactive Voice Response Chatbots 52

Momentum Telecom

OCTOBER 24, 2022

Voice-enabled Microsoft Teams and Momentum Connect with Webex installations allow for collaboration among your employees, customers, and suppliers, regardless of their location. We also offer other state-of-the-art services , including: Omni-channel Contact Centers. Additional Services. Call Recording and Reporting.

Management 98

Management Interactive Voice Response CRM Technology 98

Fonolo

JULY 19, 2018

Analyst Ian Jacobs put it perfectly: Google’s Duplex AI could kill the call center [link] via @qz Well, join the (VERY LONG) queue of technologies that were touted as contact center killers…and yet, contact centers are not just still here, but growing. White Paper: 9 Critical Contact Center Trends for 2018.

Call Center 72

Call Center Self service Contact Center Interactive Voice Response 72

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

NICE inContact

OCTOBER 29, 2018

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. Contact Center software and hardware is replaced every couple of years because it either wears out or because it no longer provides needed functionality.

Best practices 48

Best practices Contact Center Contact center software contact center solutions 48

Callminer

APRIL 23, 2019

Ensure that you are operating under the correct understanding of PCI compliance for your contact center. In a call center context, cardholder (and sensitive authorization) data include the primary account number (PAN), security validation codes, and PINs regardless of the form or media type. Partners; Twitter: @ISPartnersLLC.

Best practices 159

Best practices Call Center Banking Contact Center 159

TRUSTID

JANUARY 20, 2019

Each year, contact center managers do what they can to save money and improve the customer experience. We’ve identified several areas that threaten today’s modern contact centers , including: Increasing call handle times. Frustrating IVR transfers. Then, there’s the cost for IVRs, which is 10 cents a minute.

Interactive Voice Response 57

Interactive Voice Response Contact Center Call Center Best practices 57

Help Scout

AUGUST 11, 2021

They offer call-back systems, conversation scheduling, and visual IVR. Call Center. Contact Center. Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. White papers. That includes: White papers. Industry News.

Customer Service 82

Customer Service Coaching Education Best practices 82

NobelBiz

FEBRUARY 13, 2024

This efficiency reduces idle time and increases overall contact rates. NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

SmartAction

SEPTEMBER 25, 2018

The following is an excerpt from Frost & Sullivan’s white paper, “The AI-Powered Virtual Agent: Actionable Strategies for Contact Center Leaders.”. Read the full paper to find out how leading companies are using cloud-based virtual agents to automate more in their contact centers.

Virtual Agent 40

Virtual Agent Interactive Voice Response Contact Center Self service 40

inmoment

SEPTEMBER 6, 2018

One of our main objectives at InMoment is to create products that get rid of the sense of impending doom customers associate with contact centers, and replace it with a state of resolution and peace. Contact centers that are not part of an organization’s primary business are commonly not included in strategy sessions.

Contact Center 40

Contact Center Customer Experience Interactive Voice Response outsourcing 40

Fonolo

FEBRUARY 7, 2013

How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? How to Calculate Hold Time in a Call Center. What causes long call center hold times? How to Reduce Hold Time in Your Contact Center.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. And they expect a “personalized service that feels unique to my needs.”

Customer Experience 52

Customer Experience Analytics Surveys Big data 52

Global Response

FEBRUARY 13, 2022

Keep in mind, though, that a BPO call center can handle more than simply calls. BPO contact centers serve as an expanded call center for the modern customer experience. Customers want to be able to contact your company across a variety of channels.

Call Center 62

Call Center outsourcing Telemarketing Business Process Outsourcing 62

Zappix

DECEMBER 19, 2023

The cloud-based solutions improve the customer journey during contact center interactions. Learn how Zappix Visual Self-Service solutions power premiere customer experiences at every step of the customer service journey. The post Zappix Brochure appeared first on Zappix.

Healthcare 52

Healthcare Interactive Voice Response Self service Contact Center 52

SmartAction

OCTOBER 2, 2018

Electrolux, the 2nd largest home appliance manufacturer in the world who sells under a variety of brand names worldwide like Frigidaire and AEG, made the transformation to AI-powered virtual agents six months ago to automate more in their contact center.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time outsourcing 48

Momentum Telecom

OCTOBER 24, 2022

Voice-enabled Microsoft Teams and Momentum Connect with Webex installations allow for collaboration among your employees, customers, and suppliers, regardless of their location. Download your copy now and learn more about the burgeoning managed network services industry and Momentum’s capabilities in that arena.

Management 40

Management Interactive Voice Response CRM Technology 40

Fonolo

MAY 31, 2018

Marked Urgent: Improving the Voice Channel . Over the years, Interactive Voice Response (IVR) has earned a bad rap for being a less-than-perfect tool, though it actually has the potential to be of tremendous value to customers. Therefore, businesses can no longer run from customers by keeping them in “IVR hell”. (As

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

Fonolo

NOVEMBER 30, 2017

If your call center still makes customers cringe when they dial into support, it’s time to take action. If you’re a customer who assumes the experience will be a bad one, then you’re setting yourself, and the call center up for failure. So, what are call centers waiting for? People have been saying this for years.

Interactive Voice Response 194

Interactive Voice Response Call Center Contact Center Metrics 194

Fonolo

FEBRUARY 20, 2020

Related content for you: 3 Major Contact Center Trends in 2020. Top content for you: Top Contact Center Trends in 2020. If you haven’t heard of AI in the last couple of years, you might want to check that your contact center hasn’t fallen under a rock. Moving your call center to the cloud.

Contact Center 101

Contact Center Call Center Wait times Technology 101

Xaqt

FEBRUARY 6, 2020

In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated. At the time, Latigent was the leading Business Intelligence provider for call centers, and we were focused on leveraging emerging technology to move that value proposition forward.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Comm100

OCTOBER 17, 2017

When we talk about the Seven Deadly Sins as they relate to bad customer service, some of the more common failures of an organization often spring to mind – failing to listen to the customer, IVR hell, rudeness, overall bad attitude and perhaps one of the biggest, lack of knowledge and ignorance in general. Let us know in the comments below!

Customer Service 69

Customer Service Morale Interactive Voice Response Banking 69