Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. Intelligent Routing to Self-Service.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. Intelligent Contact Routing to Self-Service.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

NICE inContact

DECEMBER 21, 2018

Every contact center manager has heard it at one time or another: “We’re going to have to find a way to do more with less.” But for forward-thinking contact centers looking to modernize their operations and keep performance levels at their peak, it’s about doing better with less. What does that mean?

Self Service 121

Self Service Contact Center Omni-Channel Analytics 121

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? In fact, I’ve included a link to an unbiased market source at the end of this blog. Cloud Contact Center – Cloud computing… applied to the contact center.

Contact Center 186

Contact Center Net Promoter Score Average Handle Time Effort Score 186

NICE inContact

SEPTEMBER 17, 2019

I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform. Stop paying for expensive, time-consuming upgrades and stop using a variety of vendors to piece together a workable solution in your contact center. Why Stay on an Outdated Platform? Where do I Start?

Call Center 137

Call Center Contact Center Software Technology 137

NICE inContact

JULY 5, 2019

I’ve just returned from Las Vegas where I attended my first visit ever to Customer Contact Week – it’s the world’s largest customer contact event, in its 20th year. It’s all about customer service and customer experience (CX). In this blog, I share some highlights from the show.

Contact Center 139

Contact Center Omni-Channel CRM Innovation 139

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. Agent Desktop and user experience.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

NICE inContact

DECEMBER 10, 2018

There are many reasons why starting a call center makes good business sense. To ease into your search, here are five things to consider when starting a new call center. . Find a service provider you can trust. Help them understand what you need and then let them do the work for you. It really can be that simple. .

Call Center 120

Call Center Contact Center First Call Resolution Omni-Channel 120

Upstream Works

NOVEMBER 24, 2021

Contact centers that embrace a strategic focus on the customer experience (CX) will follow a different evolution path than those who stay the course with a conventional approach to customer service. The more modern form of evolution begins with understanding what defines CX and adapting the contact center to support that.

Contact Center 78

Contact Center Net Promoter Score Call Center Social Media 78

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Call Center Management Gamification 52

NobelBiz

JUNE 1, 2021

Contact center as a service is abbreviated as CCaaS. It refers to cloud-based software solutions used by call center personnel to give a better overall customer experience. A CCaaS solution's principal goal is to appropriately route calls and maintain track of your customer interactions.

Contact Center 40

Contact Center Call Center Software Interaction 40

NobelBiz

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. This comprehensive guide will explore the top 12 call center cost-reduction strategies to help unlock your business’s full potential.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

ViiBE Blog

MAY 3, 2023

ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? Download now Impeccable customer service is one of the main blocks of a flourishing business in the long run. Existing ways of contacting remote customer support 1.1. How to ensure that experts are available around the clock?

B2B 52

B2B Chatbots How To e-support 52

UJET

MARCH 17, 2020

Through cloud-native customer support technologies like Contact-Center-as-a-Service platforms, otherwise known as CCaaS, agents only need a stable internet connection and a web browser tab to access necessary support tools. A strong customer support team is integral to the success of any business. Daily Check-Ins.

Tips 121

Tips Management Self Service Video 121

Cyara

JULY 9, 2019

The contact center has become the inflection point for digital transformation in the enterprise. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. What are the drivers of migrating contact centers to the cloud?”. Joe Eisner. Organization: AWS.

Contact Center 52

Contact Center Average Handle Time Competitive Advantage Chatbots 52

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. The industry has matured, and people know what they’re getting themselves into, and they demand a higher standard. The days of just loading up a list and cold-calling people are gone.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. This means that call center agents need to make multiple calls before they can even start the sales process.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

ShepHyken

NOVEMBER 28, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. But do the potential benefits of the CEO as customer service rep outweigh the potential drawbacks? Here are my top five picks from last week.

Customer Service 12

Customer Service Contact Center Case Study Tips 12