Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. For instance, what about inventing a non IVR way of connecting customers to the best resource?

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Enghouse Interactive

SEPTEMBER 29, 2020

By using professionally recorded messaging with your organization’s IVRs, optimizing your chatbots, and providing unobtrusive ID Authentication systems, along with the integration of your CRM system, you will be able to capture, record and assess what, why and how they have engaged with you. AI Makes It Possible (Blog Series).

Interactive Voice Response 83

Interactive Voice Response Self service Chatbots Enterprise 83

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Voice of The Customer. Quality Management. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch. WFO TERMS TO KNOW. Process Automation.

Management 86

Management Gamification Quality management Schedule adherence 86

Enghouse Interactive

SEPTEMBER 20, 2021

Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. Access the On-Demand Playback of our launch webinar which provides a detailed overview and demo of the Enghouse UC solution. Easily Resolve Issues Created by Using Disparate UC and CC Applications. Single-Sourced.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Self service 83

Self service Contact Center Chatbots First call resolution 83

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 79

Self service Contact Center Benchmark Chatbots 79

Enghouse Interactive

FEBRUARY 9, 2021

now) provides the customer with the ability to resolve their own issues (generally 40% prefer this approach) using a combination of IVR, chatbots, smart routing and knowledge bases. Next blog in this series, coming February 18 th . Key Actionable Insights from the Webinar . . planned, 38.7%

Contact Center 68

Contact Center Self service Chatbots Gamification 68

8x8

DECEMBER 3, 2018

Within 30 minutes of realizing that the abandonment rate had increased, Lenox was able to update their IVR to apologize for the wait time, offer callers the option for a call-back, and give callers who had been waiting, a coupon code they could use at the online store. Step 3: Get Executive Buy-In. ICMI ccExpo 2019.

Customer Service 54

Customer Service Abandon rate Contact Center First call resolution 54

Playvox

JANUARY 13, 2022

Cloud workforce management systems that provide real-time visibility to key metrics enable supervisors to see what agents are doing and if they’re adhering to schedules. AI has already taken root in foundational contact center systems, from workforce management software, to smart routing, to conversional IVRs.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Enghouse Interactive

JULY 7, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. Protect Your Experts with Call Recording and Quality Management. Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

SEPTEMBER 3, 2021

Register Now to attend our launch webinar for a detailed overview and demo of the Enghouse UC solution. As a dedicated, white-label solution, for service providers, system integrators, or value-added resellers looking to enhance their current communications offerings.

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

Enghouse Interactive

APRIL 13, 2021

For more insight, view our past webinar with Forrester Research “ Lessons Learned from Moving to the Cloud ”. Help make sure your organization delivers the service experience that exceeds customer expectations. Doing so will transform your contact center from a cost center into a revenue generator. .

Contact Center 93

Contact Center Morale Technology Self service 93

Enghouse Interactive

SEPTEMBER 10, 2020

Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Enghouse Interactive

JULY 27, 2020

Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. In this blog, we’ll cover some of the capabilities that will be explored in the upcoming Enghouse Interactive ‘Seeing is Believing’ demo webinar. Blog #3 Seeing is Believing!

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you. but do greatly simplify systems management. Assets you can download: webinar recording and presentation.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

NobelBiz

MARCH 23, 2022

Check our webinar session for contact center decision-makers who are exploring the implementation of omnichannel technology in their organizations. During this session, we will examine what it takes to build an omnichannel solution and how it may assist contact centers in expanding their reach beyond their traditional voice-only comfort zone.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Better Together to Optimize CX. . Blog Series #1 of 4: New decade! New approach? Not necessarily…. For some, it’s more of the same, but better.

Contact Center 61

Contact Center Scripts Cloud contact Technology 61

Enghouse Interactive

SEPTEMBER 20, 2021

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contact center solutions 52

contact center solutions Self service Quality management Education 52

Enghouse Interactive

SEPTEMBER 3, 2021

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contact center solutions 43

contact center solutions Self service Quality management APIs 43

8x8

OCTOBER 25, 2017

How to solve it: Look into a cloud-based contact center platform that includes detailed self-service analytics that reveal exact usage of self-service menu options, where callers most frequently hang up and the most common paths taken through the IVR. Long wait times: We are all extremely impatient consumers.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

Enghouse Interactive

JULY 7, 2021

Register for our upcoming SmartQuality Launch webinar to learn how. Continuous improvement by better coaching agents. Increases revenues by improving the customer experience and driving better results.

Scripts 52

Scripts Coaching Contact Center Call Center 52

JustCall

FEBRUARY 13, 2023

IVR The Interactive Voice Response (IVR) is an automated voice response system used by call centers to provide a menu of choices to callers in lieu of live agents. An IVR menu is often used as the first point of contact for customers and the business.

Sales 52

Sales Call Center Interactive Voice Response CRM 52

JustCall

MARCH 21, 2022

The Interactive Voice Response (IVR) is an automated voice response system used by call centers to provide a menu of choices to callers in lieu of live agents. An IVR menu is often used as the first point of contact for customers and the business. Predictive Dialers.

Call Center 52

Call Center Sales Interactive Voice Response Contact center software 52