Talkdesk

FEBRUARY 4, 2021

Talkdesk and Salesforce know that every interaction matters in acquiring and supporting your customers. Customers are contacting companies more and expecting a higher level of service. The AppExchange empowers businesses to extend the functionality of Salesforce across every department and industry.

Contact Center 68

Contact Center Omni-Channel Touchpoint CRM 68

AWS Machine Learning

JANUARY 12, 2023

This post was co-authored with Mark Lott, Distinguished Technical Architect, Salesforce, Inc. Service Cloud by Salesforce is one of the world’s most popular and highly rated customer service software solutions. An Aura-based web component that provides real-time chat translation services to the call center agent.

Omni-Channel 79

Omni-Channel Multi-Channel Resources Policies 79

Talkdesk

FEBRUARY 10, 2021

Talkdesk for Salesforce can help financial institutions and healthcare providers relieve friction in the COVID-19 relief process. Contact center agents and their supervisors have their hands full supporting increased demand and providing the best possible service. And manage it all with clicks, not code.

Industry 80

Industry Healthcare Contact Center Financial 80

NICE inContact

NOVEMBER 17, 2016

Have you ever wondered what happens in your Contact Center when lightning strikes? What we do want to share with you is a preview of what will happen in the Salesforce universe when Lightning strikes and why, contrary to the real world, you have good reason to actually WANT it to strike – the sooner, the better!

Contact Center 201

Contact Center CRM Meeting Interaction 201

NICE inContact

NOVEMBER 27, 2018

The acquired company was already a NICE inContact customer, which made bringing SumTotal onto the CXone cloud CX platform and rolling out CX products system-wide a natural progression. The support SumTotal provides to customers has improved immensely, as has agent productivity driven by the integration of CXone with Salesforce.

System 120

System Contact Center Omni-Channel Chatbots 120

Vonage

MARCH 26, 2018

We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018. But as Bob Furniss, Vice President of Global Service Cloud Practice at Bluewolf points out, "It's not about having all the channels.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

Vonage

MAY 1, 2018

Salesforce wrapped up another successful World Tour New York last week, as more than 12,000 attendees came together for a day of education and inspiration designed to empower them to connect to their customers in new ways. And with Salesforce’s recent acquisition of MuleSoft , it has now become the most integrated platform.

Banking 120

Banking Contact Center Customer Relationship Management Connections 120

TechSee

OCTOBER 9, 2018

According to a report by Pew Research Center , 85% of Millennials say they use social media. Having grown up with the Information Superhighway, they will attempt to solve issues on their own via google, youtube or other online resource before contacting a company representative for assistance. Cloud-based, omni-channel CRM solutions.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Talkdesk

MARCH 23, 2021

Transform your Technical Support to Boost Productivity and Deliver Dynamic Engagements Across any Channel Talkdesk brings the industry’s best cloud contact center together with Salesforce Service Cloud to give your organization everything you need to manage the complex support process.

Contact Center 66

Contact Center Omni-Channel Engagement Management 66

Talkdesk

AUGUST 28, 2020

The healthcare contact center has been impacted by COVID-19 more so than virtually any other industry. MEDFAR was able to accomplish this because they were using a cloud-based service from Talkdesk®. We didn’t think work-from-home (WFH) for our contact center agents was possible.

Contact Center 124

Contact Center Healthcare CRM System 124

Talkdesk

DECEMBER 23, 2020

Distribution through financial centers: Banks, credit unions and community lenders will receive the applications, review, process and distribute the new tranche of $267.5 Since many banks have shuttered their branches they are leveraging the contact center as their client experience hub.

Banking 126

Banking Contact Center Insurance Self Service 126

Talkdesk

MAY 12, 2020

“The integration to Salesforce was literally a five-minute process to load it onto our system and had an immediate impact on contact center performance and efficiency,” said Vince King, director of corporate setters and operations, Ion Solar.

Contact Center 79

Contact Center Hospitality Travel CRM 79

Talkdesk

DECEMBER 5, 2018

Salesforce is an invaluable part of the business infrastructure of many companies. At Talkdesk, we recognize that your contact center solution needs to have a deep integration with Salesforce to help maximize the efficiency of your team. Talkdesk for Salesforce provides benefits to companies of all sizes.

First Call Resolution 80

First Call Resolution Contact Center Omni-Channel Report 80

NICE inContact

AUGUST 11, 2016

Mitchell has utilized inContact’s cloud solutions for over six years helping them achieve their goal to create seamless customer experiences. By having an integration between inContact and Salesforce , their Customer Relationship Management (CRM) solution, Mitchell’s service teams know the customer immediately.

Customer Satisfaction 128

Customer Satisfaction Contact Center Software CRM Contact Center 128

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. Technology always needs focus.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

Vonage

JANUARY 20, 2016

If you’ve invested in a CRM system like Salesforce or Desk.com you’ve probably already started to realize the benefits of having all of your customer data stored in one place. CTI stands for computer telephony integration. Benefits of integrating your CRM and telephone system. What’s a CTI adapter?

CRM 120

CRM Sales Gamification Call Center 120

Talkdesk

DECEMBER 27, 2019

and the Netherlands, TrackTik selected Talkdesk Enterprise Cloud Contact Center for its scalability to support the company’s growth plans with unmatched uptime and global call quality. Additionally, the integration with Salesforce Lightning Flow further allows for automations on client-specific events.

Contact Center 59

Contact Center CRM Tools Management 59

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification?

Contact Center 82

Contact Center CRM Data Customer Service 82

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification?

Contact Center 82

Contact Center CRM Data Customer Service 82

Talkdesk

JANUARY 3, 2020

Looking to ramp its customer support system and make it a competitive advantage in the travel industry, Weekendesk chose Talkdesk Enterprise Cloud Contact Center. The cloud-based architecture of Talkdesk’s platform allowed for seamless integration with Salesforce, as well as great reporting capabilities and security compliance.

Return on Investment 62

Return on Investment Competitive Advantage Travel Contact Center 62

Talkdesk

OCTOBER 15, 2020

Hiring an all-star team of remote contact center agents is the secret sauce behind any effective win-back campaign. Win back your clients by making sure that call center agents are performing at their best, giving them the right kind and amount of training without sacrificing ramp-up speeds. Arm your agents with the right tools.

Contact Center 67

Contact Center Banking CRM Call Center 67

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. The experience a company provides is as important as its products or services, as confirmed in a study by Salesforce of nearly 17,000 consumers worldwide.

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

Playvox

SEPTEMBER 19, 2022

Whether you work in what is called a contact center, customer support center, or customer experience center, you likely always need to figure out how to do more with less. This latest development, a result of integrating our Prodsight acquisition into our Quality Management platform, is just step one in this journey.

Management 80

Management Net Promoter Score Effort Score Contact Center 80

Talkdesk

MARCH 12, 2020

As customer expectations evolve, so does the contact center. Director of Technology Enablement at Humach , Jennifer Lundberg, knows what it takes and shares how Humach, a cloud-based customer experience solutions provider, relies on Talkdesk® to deliver seamless, effortless and immediate customer sales and service support.

Omni-Channel 60

Omni-Channel Customer Journeys Self Service Contact Center 60

Call Experts

OCTOBER 12, 2023

According to Salesforce , 83% of consumers expect to reach someone immediately when calling a company. Call Experts, a leader in call center solutions, understands the importance of the phrase, ‘I need to speak to someone.’ Advanced Technology Integration We leverage state-of-the-art technology to enhance call routing.

Call Center Solutions 105

Call Center Solutions Customer Satisfaction Connections System 105

CSM Magazine

JUNE 29, 2023

Memo Group , the leading Belgian contact centre specialists, today announced their partnership with Sabio Group , a global customer experience (CX) solutions provider, to support the implementation of their Twilio Flex solution. ” The partnership between Memo and Sabio will bring significant benefits to both organisations. .

Groups 52

Groups Contact Center Omni-Channel Consulting 52

Talkdesk

APRIL 28, 2020

Grounded with an inflexible and unreliable on-premises system, TAP Air Portugal sought a scalable cloud solution it could depend on to provide an outstanding customer experience. As such, TAP Air Portugal has plans to deploy our cloud-native system in its remaining contact centers throughout 2020 for a total of 500 agents.

System 64

System Airlines Contact Center Hospitality 64

Call Experts

APRIL 8, 2024

According to Salesforce , 83% of consumers expect to reach someone immediately when calling a company. Call Experts, a leader in call center solutions, understands the importance of the phrase, ‘I need to speak to someone.’ Advanced Technology Integration We leverage state-of-the-art technology to enhance call routing.

Call Center Solutions 52

Call Center Solutions Customer Satisfaction Technology Connections 52

Calabrio

JANUARY 12, 2020

Jenny also lent her pragmatic viewpoint to Calabrio’s platform integration and buy-versus-build M&A strategies, which helped us more than double our recurring revenue from 2016 to 2019. For instance, she introduced to Calabrio’s product development team the integration framework eventually used in our first international integration.

Financial 130

Financial Exercises Software Contact Center 130

Talkdesk

FEBRUARY 21, 2020

Having a clear view, accurate results and predictive insights over the performance of its contact center is a crucial piece of any organization’s strategy.

Contact Center 61

Contact Center Report Metrics Innovation 61

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

eGain Blogs

OCTOBER 19, 2021

Configure bulk re-skilling actions using dynamic business logic and schedule them for Cisco CCE contact centers. For clients who are considering a move to Amazon Connect, migrating from their legacy contact center platforms, this ensures a seamless measure and manage experience across their legacy and cloud contact center stacks.

Self Service 52

Self Service Contact Center Analytics Call Center 52

Vonage

OCTOBER 29, 2015

This year’s Dreamforce focused on how to make the workplace more agile and integrated – and wearables are the devices to enable this. Daniel Debow , SVP, emerging technologies, Salesforce, said “wearables are the next phase of the mobile revolution” and at NewVoiceMedia, we couldn’t agree more. Wearable technology for customer service.

Connections 120

Connections Sales Contact Center Technology 120

Talkdesk

OCTOBER 23, 2019

Talkdesk Enterprise Cloud Contact Center will enable John Paul’s 700 agents worldwide to provide an exceptional customer experience to its clients and members. Find out why Talkdesk customers recommend Talkdesk Learn how Talkdesk can help with your contact center needs. Want to learn more? .

Contact Center 56

Contact Center Groups Innovation Loyalty 56

Talkdesk

AUGUST 26, 2019

Bring your ACD to the cloud to enjoy the digital transformation. We’ve written about what to know about Automatic Call Distributors , but times change and so do contact center’s needs and customers’ expectations. Wouldn’t it be useful to integrate with other management systems that would reduce the workload?

Call Center 65

Call Center Customer Experience Contact Center Social Media 65

ShepHyken

APRIL 8, 2022

This week, we feature an article by Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise. He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. Colossal Shift in the Retail Industry.

Retail 75

Retail Industry Customer Experience Contact Center 75