Magellan Solutions

JULY 21, 2023

2) Cloud-Based Outsourcing Solutions Businesses that want to stay ahead should be aware of the growth of cloud-based outsourcing solutions. Cloud technology optimizes operations and enhances flexibility. For instance, businesses have outsourced their IT infrastructure to cloud service providers.

Trends 94

Trends Healthcare Innovation Analytics 94

Playvox

APRIL 25, 2023

The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work 2.

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

TechSee

DECEMBER 16, 2020

Visual Remote Assistant has been seamlessly embedded within Salesforce Service Cloud and Field Service to deliver real-time, visual remote support. The connected and agile platform integrates multiple data sets and workflows across contact centers, field services, and third-party systems for enhanced collaboration.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

NobelBiz

AUGUST 22, 2023

Tailored exclusively for contact centers, the VOIP solution from NobelBiz ensures the lowest cost-per-minute, seamlessly directing calls through optimal routes. The NobelBiz Voice Carrier Network is purpose-built to accommodate high-volume calls essential for contact centers.

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? When customers reach out to a call center, they often expect their issues to be resolved immediately. The industry benchmark for supervisor escalation is 10% or less .

Call Center 106

Call Center Management Contact Center Wait Times 106

NobelBiz

NOVEMBER 20, 2023

Its cloud-based architecture integrates effortlessly across desktops, laptops, and mobile devices, offering a level of flexibility that enhances communication management. Leveraging the power of the cloud, this VoIP service allows you to take calls seamlessly from any location across the globe, making it an ideal 100% work-from-home solution.

System 103

System Communication Contact Center Self Service 103

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Employee Experience.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. The same study found that overall home-based employees were 50% less likely to leave the organization.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

NobelBiz

FEBRUARY 23, 2023

Communication is at the center of today’s business world, as well as a critical differentiator in this dynamic and competitive market, which has been altered by the epidemic. Small and medium-sized contact centers, in particular, may find this burdensome. Take use of the cloud, that’s the easy answer!

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

NobelBiz

FEBRUARY 23, 2023

Communication is at the center of today’s business world, as well as a critical differentiator in this dynamic and competitive market, which has been altered by the epidemic. Small and medium-sized contact centers, in particular, may find this burdensome. Take use of the cloud, that’s the easy answer!

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

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

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

ShepHyken

OCTOBER 29, 2021

She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Cloud-based calling? . Omnichannel? .

Call Center 76

Call Center Software Contact Center Knowledge Base 76

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 130

Contact Center Self Service Analytics Banking 130

Playvox

JANUARY 13, 2022

The shift to the cloud only seemed to accelerate when the pandemic sent many workers home in the spring of 2020. And now, with more companies embracing a hybrid work environment, cloud-based solutions no longer seem optional but rather, business critical. Cloud-based channels and solutions can enhance your customer experience.

Contact Center 52

Contact Center Gamification Training Social Media 52

CSM Magazine

AUGUST 30, 2023

Avaya selected Waterfield Tech for its exceptional collaboration, contribution, and dedication to accelerating growth and enabling customers and others to choose their own cloud journey. “Waterfield Tech plays an integral role as a trusted advisor to our shared customers’ unique cloud journeys. .

Chief Customer Officer 52

Chief Customer Officer Contact Center Omni-Channel Innovation 52

Calabrio

FEBRUARY 11, 2020

Calabrio developers work to continuously improve and expand our award-winning Calabrio ONE workforce engagement management (WEM) solution, which puts AI-driven insights at the fingertips of contact center users via a transformational design and embedded analytics. It is an honor to join Calabrio’s smart and passionate team.

Insurance 130

Insurance Innovation Contact Center Analytics 130

Magellan Solutions

MARCH 22, 2024

According to industry statistics, 54% of businesses face difficulties hiring qualified employees due to a shortage of specialized IT personnel, budget limitations, or a tight job market. Instead of going through the lengthy and costly process of recruiting and training new employees, you can simply work with your outsourcing partner.

Software 52

Software System Resources Communication 52

Talkdesk

JUNE 5, 2020

Many organizations had little-to-no prior experience with remote work, and therefore lacked the infrastructure, processes and policies required to ensure collaboration and continuity of operations. Questions arise around whether employees are distracted, burnt out and/or properly equipped with tools.

Tools 86

Tools Contact Center Wireless Government 86

TechSee

SEPTEMBER 3, 2019

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations.

Contact Center 84

Contact Center Self Service Contact Center Software B2C 84

ShepHyken

DECEMBER 23, 2022

Many organizations are modernizing their communications systems to streamline operations and keep employees (and customers) connected in a hybrid world. There’s work to be done in 2023 to provide employees with the proper communications and collaboration tools to work from anywhere. But supporting hybrid work isn’t enough. “In

Communication 69

Communication Contact Center Return on Investment System 69

CSM Magazine

AUGUST 6, 2021

Should they maintain the server on-premises and co-locate it in a datacenter, or totally relocate to the cloud? The initial costs for a cloud contact center solution , on the other hand, are significantly lower. Cloud is a subscription-based, pay-as-you-go service. Improvements and upgrades.

Contact Center 59

Contact Center eBook Software Social Media 59

CSM Magazine

DECEMBER 10, 2021

The AWS Partner Awards recognize a wide range of Partners, whose business models have embraced specialization and collaboration over the past year. The AWS Partner Awards also recognize AWS Partners whose business models continue to evolve and thrive on the AWS Cloud as they work with customers.

Connections 52

Connections Contact Center Omni-Channel Innovation 52

CSM Magazine

DECEMBER 20, 2021

As a Talkdesk AppConnect partner , PCI Pal offers secure payment solutions for Talkdesk to resell to thousands of customers worldwide, enhancing the Talkdesk suite of integrations, which includes more than 80 industry-leading applications that enable businesses to rapidly expand their contact center capabilities.

Self Service 52

Self Service Contact Center Financial Omni-Channel 52

CSM Magazine

FEBRUARY 25, 2020

The Nordic region’s largest insurance company, If, has adopted innovative artificial intelligence in combination with its existing solution from the contact center supplier Puzzel. The new agreement covers If’s contact centers in four countries. It should be easy to order and easy to understand.

Chatbots 59

Chatbots Insurance Omni-Channel Company 59

Think Customers

FEBRUARY 16, 2021

Finally, empower both the customer and the employee through effortless design. The easier processes are, the more people – consumers and employees alike – will use them. As important as customer experience is, employee experience is equally critical, and automation can benefit the workforce as much as the consumer.

Customer Journeys 52

Customer Journeys Self Service Contact Center Omni-Channel 52

Magellan Solutions

AUGUST 4, 2023

Using these online collaboration tools will enhance productivity and the management system. Remarkable AI Tools for Improving Productivity CoGram It is a cloud-based productivity app to boost productivity and streamline communication during projects. Users can make collaborative documents, to-do lists, and databases.

Tools 98

Tools Analysis Meeting Knowledge Base 98

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center Self Service Contact Center Software Virtual Agent 104

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. in July 2021 , higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes across industries having difficulty finding employees. unemployment rate was 5.4% Don’t despair.

Contact Center 73

Contact Center Self Service Management Abandon Rate 73

Playvox

JANUARY 5, 2022

Employees today have more choices and flexibility about where and when they do their jobs. While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. Agent experience refers to the journey an employee takes with your company.

Contact Center 72

Contact Center How To Fashion Gamification 72

Magellan Solutions

NOVEMBER 10, 2023

million full-time employees (FTEs) and US$35.9 According to IBPAP, the BPO sector surpassed its targets in 2022, with a growth of 8.4% , or 121,000 full-time employees, reaching 1.57 On average, full-time workers (FTEs) left contact after 18 months. Call center managers serve the company for up to 4 years.

Call Center 52

Call Center Government Telecommunications Industry 52

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. Here are 9 simple methods to get started!

Contact Center 52

Contact Center Customer Engagement Engagement Call Center 52

CSM Magazine

SEPTEMBER 27, 2021

Contact centers are getting new tools in their digital transformation toolbelt. Starting today, Chrome OS offers a fully integrated solution for contact centers. Validated contact center solutions: New contact center solutions optimized for Chrome OS through a new solution track for Chrome Enterprise Recommended.

Contact Center 52

Contact Center Software User Experience Video 52

Call Experts

MAY 27, 2021

Do you know the total number of contact centers in the US? Remarkably, finding the right contact center partner is not as challenging as it sounds. . Contact us here. . Before you go further, ask yourself, what does your business need from a contact center: Will you require 24-hour service? .

Contact Center 52

Contact Center Call Center Training Customer Care 52

TechSee

FEBRUARY 27, 2018

Work at home (WAH), also known as remote work or telework, is a talent-sourcing model for contact centers, where agents work from their homes rather than from brick-and-mortar call centers. million employees—2.8% Businesses can outsource an outgoing call center that is fully manned by work from home agents.

Customer Service 116

Customer Service Call Center e-support Contact Center 116

Calabrio

JANUARY 12, 2020

The Teleopti acquisition alone immediately grew Calabrio’s headcount by 50 percent—increasing employee count from 400 to 600 in one fell swoop—and significantly expanded Calabrio’s international footprint.

Financial 130

Financial Exercises Software Contact Center 130

Magellan Solutions

DECEMBER 12, 2023

They may order through an app or a website but choose SMS or live chat to get order updates and contact customer service. It gives customers multiple contact options, including chat, phone calls, email, and social media, and they expect to receive consistent and friendly assistance. Contact us today and get a free quote.

Omni-Channel 52

Omni-Channel Customer Experience Social Media CRM 52