Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 246

Call Center Self Service Contact Center Case Study 246

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. These kinds of challenges often stem from vendors having minimal control over their resale of voice services, leaving many contact centers vulnerable.

Contact Center 105

Contact Center Call Center Self Service System 105

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . To keep reading, click here ! .

Contact Center 52

Contact Center Call Center Trends Healthcare 52

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. To begin, let’s think literally, taking the words at face value. CX Visibility Bad audio quality.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? If you’re like many contact centers, you’re probably looking at metrics like AHT and error rate.

Engagement 246

Engagement Contact Center How To Metrics 246

NICE inContact

SEPTEMBER 30, 2019

One of the most significant advancements has been the explosion of remote work opportunities. 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.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

NICE inContact

JULY 17, 2019

It can be daunting to create and scale a team of remote contact center agents. Jill Blankenship, founder and CEO of outsourced customer support service Frontline Group, has experienced the challenges — but also leveraged new technology to capture data, measure and improve KPIs and manage a team of remote agents while on-the-go.

Contact Center 136

Contact Center Contact Center Software Call Center Culture 136

NICE inContact

MARCH 12, 2019

And the main face of that commitment is their contact center which handles inbound and outbound contacts for sales, customer service and maintenance. In 2015, they realized that the capabilities of their existing call center solution just couldn’t keep pace with their growing business and increasing call volume.

Contact Center 160

Contact Center Engagement Call Center Call Center Solutions 160

TechSee

JUNE 10, 2021

Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert. Absolutely, your customers aren’t happy to wait for service. Deal with Data Analytics.

Self Service 207

Self Service Innovation Analytics Transportation 207

NICE inContact

SEPTEMBER 25, 2019

What do companies report after they move their contact center technology to the cloud? We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. How important is this?

Contact Center 136

Contact Center Call Center Omni-Channel eBook 136

NICE inContact

SEPTEMBER 27, 2019

With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality. The contact center lacked modern features and functionality and didn’t have skills-based routing or dashboards. I highly recommend CXone to any contact center.”.

Abandon Rate 137

Abandon Rate Contact Center Wait Times Case Study 137

NICE inContact

SEPTEMBER 4, 2019

Nadim will take you through how the company went from the many challenges of its old third-party hosted platform—its contact center operations and CX just weren’t keeping up—to a technology innovator that provides exceptional CX. appeared first on NICE inContact Blog. Don’t miss this exciting presentation!

Travel 193

Travel Contact Center Innovation Analytics 193

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

NICE inContact

MARCH 21, 2018

In part one of this blog series, we looked at the basic differences between cloud native and cloud hosted models and in part two on some of the pros and cons of the two models as it relates to IT leaders. This part will focus on the two models from the perspective of a Contact Center Operations Leader. You can now achieve that.

Contact Center 144

Contact Center Customer Experience System Customers 144

Talkdesk

APRIL 1, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. Have you done load testing at high volumes for a fully remote agent workforce? Have you tested for it?

Call Center 105

Call Center Contact Center Travel System 105

NICE inContact

JANUARY 30, 2019

With 15 employees and seven contact center agents, the company has written 270,000 policies and generated over $48 million in premiums. NICE inContact’s cloud-based platform and solutions have given MSI’s contact center the flexibility and efficiency it needs to power continued growth.

Insurance 137

Insurance Customer Satisfaction Call Recording Contact Center 137

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. Real-time Remote Monitoring. Here’s how!

Call Center 87

Call Center Virtual Call Center Contact Center Average Handle Time 87

NICE inContact

JANUARY 4, 2019

Like a lot of contact centers, Superior Contact, a subsidiary of TelNet Worldwide, found itself at a fork in the road: Keep pouring resources into its outdated premise-based system or take the leap into the cloud with new and knowledgeable partner. Now with NICE inContact as its partner , Superior Contact has never looked back.

Contact Center 120

Contact Center Meeting Resources Report 120

UJET

JULY 7, 2020

Remote work or work-from-anywhere situations used to be a sparsely used option but has now proven to be the reality for most. Instead of a gradual move to remote work, companies have had to adjust quickly. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another.

Engagement 106

Engagement Contact Center Call Recording Trends 106

Kayako

SEPTEMBER 28, 2022

In this blog post, we will discuss three internal customer service tips using technology; but first, let’s look at a general view of how internal customer service. As remote and hybrid work models scale in the workforce, the demand for providing excellent internal customer service will increase, too.

Technology 156

Technology Self Service Tips Customer Service 156

ViiBE Blog

MAY 3, 2023

ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? Anna Gorina May 3, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Existing ways of contacting remote customer support 1.1.

B2B 52

B2B Chatbots How To e-support 52

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. One of the most impactful uses is how AI is transforming customer experience (CX).

Contact Center 75

Contact Center Management Effort Score Call Center 75

Upstream Works

AUGUST 11, 2020

The difference between good and excellent contact center CX is providing customers with a human touch. To be a truly customer and human-centered business, care for both employees and customers should be part of your business model. “By Providing humanized customer experiences starts at the top of the organization.

Contact Center 134

Contact Center Self Service Video Interaction 134

NICE inContact

APRIL 4, 2018

Contact centers are no exceptions, a bit slower than application market in terms of cloud adoption given the behemoth telephony component. Frost & Sullivan reports show on-premises contact center systems market drop by 6% with a simultaneous 12% growth in cloud contact center market. Innovation for IT.

Contact Center 121

Contact Center Innovation ROI Financial 121

Upstream Works

JANUARY 20, 2023

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. CX Trend: Make it Personal A weak economy impacts everyone, so it is important for contact centers to understand how this impacts their customers.

Trends 78

Trends Contact Center Consumers Technology 78

Talkdesk

SEPTEMBER 18, 2020

This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. Let’s take a look at how you can empower remote support heroes. Conduct effective training While recruiting and onboarding remote agents, the journey starts once agents enter the training phase.

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116

GlowTouch

JANUARY 6, 2023

Customer Service and Contact Center Achievement Categories Category 83. Blogs and Examples of Completed Expansions and the Benefits it Will Bring to Our Employees, Families, and Communities: Expanded Operations to the Dominican Republic. GlowTouch Utilizes 'Remoteability' for CSR Efforts.

Technology 52

Technology Customer Service Contact Center Chatbots 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

Upstream Works

JUNE 25, 2020

This is the second article in a three-part series about how COVID-19 is impacting contact centers and how they can adapt to this new normal. In the first part of our three-part series, we addressed the important role the contact center plays in business continuity during this global pandemic.

Contact Center 78

Contact Center Management Self Service Omni-Channel 78

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. This spike is a result of the uncertainty but contact volumes have continued to remain high. Intelligent Contact Routing to Self-Service.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

UJET

APRIL 21, 2020

Vasili joins UJET with more than two decades of experience in the contact center, unified communications (UC), telecom, and SaaS industries. You’ve witnessed first-hand, over the course of your career, the growth and evolution of contact centers. You would have to see it to believe it.

Contact Center 72

Contact Center Leadership CRM User Experience 72

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. This spike is a result of the uncertainty but contact volumes have continued to remain high. Intelligent Routing to Self-Service.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

GlowTouch

JANUARY 9, 2023

The Stevie Awards for Contact Center or Customer Service Outsourcing Provider of the Year Entry from GlowTouch. Blogs and Examples of Completed Expansions and the Benefits it Will Bring to Our Employees, Families, and Communities: Expanded Operations to the Dominican Republic. GlowTouch Utilizes 'Remoteability' for CSR Efforts.

Contact Center 52

Contact Center Customer Service Leadership Groups 52

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI Talking about performance It’s a blessing and a curse that the show must go on in contact centers right now.

Contact Center 88

Contact Center e-support Call Center Analytics 88

CX Accelerator

MAY 28, 2019

It’s no surprise that the average turnover rate in a contact center environment is 25 percent year over year. Consider all the classic contact center problems--adherence to schedule, failure to share knowledge, snippy attitudes, and burnout. On a bad day, we are just trying to survive! This is wonderful and important.

Culture 140

Culture Contact Center Customer Journeys Groups 140

NICE inContact

JANUARY 18, 2018

In the past, call centers and contact centers were seen as ‘a necessary evil’ to doing business – a cost that needed to be managed and minimized. By 2025, the contact center will have evolved into an experience center and it will be viewed within the context of overall business goals.

Contact Center 122

Contact Center Self Service Call Center Data 122

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Multi-Channel Contact Center Software Policies 52