Comm100

JANUARY 23, 2023

Comm100 comment: As unemployment rates stay low due to labour shortages, factors like increased retirements among aging populations have many predicting that the workforce may not rebound anytime soon. predicts: “In the coming year, we are going to see the centers that deliver CX right-sized.

Customer Experience 301

Customer Experience Chatbots e-support Customers 301

CSM Magazine

SEPTEMBER 14, 2023

Industry Report Ranks Calabrio as an Overall Agent Management Leader and a Product Experience Leader. Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. Our success is fueled by our customers’ success. “Our

Management 59

Management Contact Center Analytics Customer Centricity 59

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. Ensuring that employees can be a part of managing their schedule has big benefits.

Self Service 85

Self Service Management Contact Center ROI 85

Talkdesk

FEBRUARY 16, 2021

And for those already participating in the digital economy, they had to rapidly implement work-from-home (WFH) infrastructure to manage the deluge of incoming requests when agents could no longer come to the physical workplace. You continue to lean on legacy on-premises contact center platforms.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

NICE inContact

MARCH 12, 2019

Behind their success is an unwavering customer commitment to provide professionally managed properties that meet a rigorous standard of quality. And the main face of that commitment is their contact center which handles inbound and outbound contacts for sales, customer service and maintenance.

Contact Center 160

Contact Center Engagement Call Center Call Center Solutions 160

BlueOcean

JANUARY 20, 2023

How many physical centers do you operate? List address & number of employees for each location) What percent of your workforce is remote/work-at-home? Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.) List Company Facts How long have you been in business?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

CSM Magazine

MAY 23, 2023

Expansion of Leadership Accelerates Development and Delivery of Products for Customer Success. Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation.

Innovation 52

Innovation Contact Center Customer Centricity Leadership 52

CSM Magazine

APRIL 12, 2023

True-cloud, workforce-performance leader combines WEM suite with Genesys Cloud CX to give customers a more flexible, feature-rich solution. Enterprise-grade workforce management capabilities, including smarter, faster scheduling to manage service complexities, at scale.

Self Service 52

Self Service Contact Center Return on Investment Analytics 52

CSM Magazine

APRIL 6, 2023

Calabrio , the workforce performance company, announced the integration of Calabrio ONE with advanced AI (artificial intelligence) systems from OpenAI, a leading AI research and deployment company. For over a decade, our Innovation Center and product teams have been integrating with sophisticated AI and ML tools.

Contact Center 52

Contact Center Analytics Innovation Customer Centricity 52

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

TechSee

MAY 4, 2021

gigs will surpass the permanent workforce by 2027, growing 40% by 2027 to reach 86 million. Physical contact centers were shut down, with agents hastily transitioned to a work from home (WFH) model and field service crews immobilized, yet calls from customers for assistance skyrocketed. Business Continuity in Times of Crisis.

Customer Service 182

Customer Service Contact Center Call Center Retail 182

NICE inContact

DECEMBER 26, 2018

Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. Transforming the “no” into “yes” requires your contact center to employ technology designed to flex and scale at the speed of business.

Call Center 120

Call Center Technology Contact Center Omni-Channel 120

BlueOcean

SEPTEMBER 30, 2019

At its most basic level, growing your in-house contact center means you’ll need more space. and workstations that optimize their productivity. There’s also the cost of upkeep, both to the facility itself and of your technical infrastructure, where regular upgrades will be necessary to keep your contact center ahead of the curve.

Contact Center 149

Contact Center How To Self Service Omni-Channel 149

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale.

Strategy 90

Strategy Contact Center Multi-Channel Social Media 90

Calabrio

JANUARY 2, 2020

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide. Seamless and consistent communications.

Brands 221

Brands Social Media Roadmap Contact Center 221

Calabrio

OCTOBER 3, 2019

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, VP of Product Marketing and Management, Magnus Geverts, takes a closer look at what’s next for WFM. Over time, frontline staff too have come to enjoy more control over their working lives through self-service.

Self Service 145

Self Service Contact Center Gamification Competitive Advantage 145

NobelBiz

DECEMBER 5, 2023

It offers enhanced flexibility and customization compared to traditional methods, allowing businesses to tailor their call management strategies. With advanced VoIP features like simultaneous ringing and call queues, call forwarding enhances productivity and customer service. The average cost of call forwarding per month is $3.50

Communication 104

Communication Contact Center Contact Center Software Customer Satisfaction 104

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support. This powerful technology is becoming integral to customer service frameworks, especially in contact center operations.

Contact Center 52

Contact Center Metrics Training Call Center 52

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. What Is Call Center Technology? Advanced call center technologies go way beyond handling incoming or outgoing calls.

Call Center 124

Call Center Self Service Technology Social Media 124

Calabrio

JANUARY 2, 2020

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide. Seamless and consistent communications.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

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

Playvox

MARCH 29, 2022

As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. While workforce optimization suites are undeniably valuable, particularly for improving staff efficiency, their approach also brings limitations.

Engagement 60

Engagement Management Contact Center Competitive Advantage 60

Playvox

JULY 28, 2022

A contact center is a perfect place for a multigenerational team. There’s so much to do and so many types of customers to work with — not to mention so many channels to manage — that having a team of agents with different strengths will invigorate your customer experience. What Is A Multigenerational Workforce?

Contact Center 66

Contact Center Social Media Gamification Competitive Advantage 66

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

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. However, COVID-19 proved to be a catalyst for adopting the cloud-based model due to its work-from-home capabilities.

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

BlueOcean

AUGUST 15, 2017

The procurement process for seeking an outsourced contact center is naturally focused on the tangible functionalities, capacities, competencies and capabilities of a potential vendor. The truth is, behind those end results are robust advantages in terms of HR management. But what about in an outsourced environment?

Contact Center 0

Contact Center Customer Service Call Center Training 0

Talkdesk

JULY 1, 2020

With many call centers now running overcapacity to support customers during the pandemic, multi-channel services can help solve some of the pain points that customer-oriented companies are facing today: Work-from-home (WFH) constraints: At-home customer support agents may not have a quiet place or the ideal sound environment to answer calls.

Contact Center 118

Contact Center Omni-Channel Multi-Channel Social Media 118

Playvox

NOVEMBER 4, 2021

For businesses of all sizes, technology has also changed contact centers from an internal and customer-facing perspective. Contact center technology has evolved to enable more on-demand capabilities and scale, thanks to the cloud. So is it worthwhile to upgrade your existing contact center technology?

Contact Center 52

Contact Center Technology Contact Center Software Call Center 52

VDS

SEPTEMBER 6, 2023

By integrating Genesys Cloud CX with Salesforce Service Cloud, this joint solution creates a bridge between enterprise contact center and workforce engagement management (WEM) capabilities, empowering organizations to better understand customer interactions, behavior, and history throughout their entire journey.

Omni-Channel 52

Omni-Channel Customer Experience Contact Center Employee Experience 52

TechSee

SEPTEMBER 7, 2021

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. Warranty management. However, it enables brands to connect directly with consumers and engage with them throughout their product ownership.

Self Service 191

Self Service Training Sales Consumers 191

NICE inContact

APRIL 3, 2019

Agents are the biggest asset in any contact center. Ironically, agent turnover is seen as the number one challenge for contact centers. Contact center executives are always looking at ways to invest in agents – hire the best agents, train them better and retain them longer.

Call Center 162

Call Center Tips Self Service Contact Center 162

TechSee

JULY 14, 2021

Customer service capabilities have recently taken a giant leap forward with the launch of Eve Cortex , the world’s first Computer Vision AI platform that empowers enterprises to custom-build their own visual AR Assistants with a few clicks. Patrice Samuels , Senior Analyst at Parks Associates and an expert in smart home products and services.

Self Service 207

Self Service B2B Video Contact Center 207

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.

Insurance 130

Insurance Innovation Contact Center Analytics 130

NobelBiz

NOVEMBER 27, 2023

Advanced call logging is a vital tool for businesses to enhance communication management and operational efficiency. This essential tool automates the process, ensuring accuracy and efficiency in call management. Don’t miss out on the transformative insights!

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. Remote work continues to be a highly desirable benefit for contact center employees.

Contact Center 52

Contact Center Omni-Channel Gamification Contact Center Software 52