Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Avaya

OCTOBER 7, 2016

The evolving demands of digital-savvy customers have a deep impact on the contact center. While these channels provide customers with the information they need, the contact center remains a predominant channel for customers to seek support when they truly need something done.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81

Magellan Solutions

MAY 3, 2016

IBPAP delegation to CeBIT Australia 2016. Magellan Solutions was part of the IBPAP (Information Technology and Business Process Association of the Philippines) delegation to CeBIT Australia 2016 in May 2-4 2016 at Sydney Olympic Park. Contact us today. Sitel Philippines Corporation, Startek, Spi Global, TaskUs Inc.,

Contact Center 63

Contact Center Ecommerce Healthcare Financial 63

NICE inContact

FEBRUARY 29, 2016

The contact center is truly the front line in this battle. One of our recently announced contracts with a large national digital healthcare company offers an excellent example of how our software enables improved business outcomes for our customers. Driving new business models.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Still, many companies have been slow to adapt their websites and infrastructure to accommodate this technological growth – however, this will change significantly in 2016. billion PC users.) What does this mean for your company?

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Storyminers

JANUARY 24, 2017

We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. What’s the most important thing contact center managers should prepare for in 2017? Here’s what we learned. 2: Serve before you sell.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. So, what comes next?

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

CSM Magazine

SEPTEMBER 12, 2023

Zenarate leads the learning transformation to develop top-performing contact center agents. His contributions ranged from driving product market fit, persona development, and product messaging to leading a successful rebranding effort for the company in 2016.

Training 59

Training Telecommunications Marketing Contact Center 59

Talkdesk

OCTOBER 11, 2016

Dreamforce 2016 was a whirlwind adventure jam packed with great conversations, captivating speaking sessions and a few amazing giveaways. Contact center supervisors can also take advantage of SMS reporting in both Talkdesk Live and Salesforce historical reports/dashboards. Not using Talkdesk for Salesforce yet?

Omni-Channel 40

Omni-Channel Contact Center Software Contact Center Report 40

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Don’t Panic!”

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

Calabrio

JULY 5, 2016

rose 15 percent between 2015 and 2016—from a 54 to a 62 out of a possible 100. A major component of that is the customer service provided by contact center agents. Contact center speech analytics software can quantify speech hits and provide more visibility into how often a phrase or question is repeated.

Customer Service 140

Customer Service Contact Center Telecommunications Analytics 140

Talkdesk

OCTOBER 11, 2016

We met hundreds of great people at Dreamforce 2016, spoke in the opening keynote at ICMI Contact Center Demo & Conference and gave out a lot of great swag. Download it now from the AppExchange to experience the world’s leading cloud-based contact center software for Salesforce.

Contact Center Software 40

Contact Center Software Contact Center Conference Software 40

Vonage

MARCH 28, 2019

In 2016, Bain & Co. consumers want more human interaction when they contact the businesses they deal with. Some contact center software vendors today make a selling point out of technology that makes is easier to build IVRs. When their customers were asked, only eight percent agreed with them.

Customer Experience 228

Customer Experience Contact Center Software Contact Center CRM 228

Calabrio

JANUARY 12, 2020

That’s because—in only two years—Jenny has been a driving force behind several massive initiatives that have helped mold Calabrio into the leading workforce optimization (WFO) software company it is today. Jenny helped accelerate Calabrio’s hyper-growth mode while rapidly transitioning it to a Software-as-a-Service (SaaS) business model.

Financial 130

Financial Exercises Software Contact Center 130

Calabrio

FEBRUARY 24, 2016

Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. Now, in 2016, it’s so important, it pulls other priorities into its orbit,” explained Travis, drawing parallel between customer experience and the sun.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

NICE inContact

JULY 7, 2016

One of the most vital components of any contact center is the training department. No matter what kind of center you operate, it’s critical that those interacting with customers possess and maintain a solid understanding of the overall business, as well as its practices and procedures. Outline Your Needs. test/quizzes).

Training 122

Training Contact Center Measurement Survey 122

Calabrio

NOVEMBER 8, 2019

That’s because—in only two years—Jenny has been a driving force behind several massive initiatives that have helped mold Calabrio into the leading workforce optimization (WFO) software company it is today. Jenny helped accelerate Calabrio’s hyper-growth mode while rapidly transitioning it to a Software-as-a-Service (SaaS) business model.

Financial 100

Financial Exercises Software Contact Center 100

Calabrio

NOVEMBER 7, 2019

That’s because—in only two years—Jenny has been a driving force behind several massive initiatives that have helped mold Calabrio into the leading workforce optimization (WFO) software company it is today. Jenny helped accelerate Calabrio’s hyper-growth mode while rapidly transitioning it to a Software-as-a-Service (SaaS) business model.

Financial 100

Financial Exercises Software Contact Center 100

Avaya

JUNE 7, 2016

The number of innovations developed on Breeze since its launch in March 2016 has been amazing, especially for an industry that has traditionally been focused on not empowering customers and partners to do things on their own. The post 2016 DevConnect Award Winners Choose to Innovate on Avaya appeared first on Avaya Connected Blog.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40

Provide Support

SEPTEMBER 6, 2016

Monitoring service levels has always been a fundamental aspect of managing a contact center. However, advanced contact center and customer relationship software has led to an abundance of data and a growing number of reports that have become unmanageable. Published in Provide Support Blog , 2016. Read more.

Contact Center 40

Contact Center Customer Service Analysis Software 40

ijgolding

JULY 3, 2017

In a contact center, you can train your agents to anticipate the needs of customers and provide that additional useful information. However, it can also be included in your knowledgebase software. Then, if you can anticipate the customer’s needs with your answer, you are able to create an experience that is unique and special.

Contact Center 140

Contact Center Loyalty Call Center Customer Satisfaction 140

Talkdesk

JANUARY 23, 2019

It includes our hardware and our software. In 2016, Peloton faced a big challenge. Their contact centers were growing dramatically, and they needed a solution that would scale easily and quickly to support their growth. So it includes our instructors and their content, and the music.

Innovation 76

Innovation Contact Center Software Consumers 76

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

Eptica

AUGUST 5, 2016

Date: Friday, August 19, 2016 Why email is more important than ever for customer service. Published on: August 19, 2016. Consumers value its ease of use and full audit trail, while the rise of mobile makes it even faster and simpler to contact companies using email.

Customer Service 49

Customer Service Knowledge Base Contact Center Average Handle Time 49

NobelBiz

JUNE 29, 2021

These touchpoints are prioritized for analysis since they are a useful source of data for assessing the client journey and it works as follows: The Key role of Contact Centers The increased focus on digital channels and new communication technology allows for new methods to engage with clients.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

Eptica

APRIL 13, 2016

Date: Wednesday, April 13, 2016 The move to meaningful conversations in customer experience. Published on: April 13, 2016. This requires customer experience to move from being solely the responsibility of the contact center, to use the skills and knowledge of the whole organization , and has to be multichannel, scalable and flexible.

Customer Experience 48

Customer Experience Contact Center Social Media Consumers 48

Provide Support

JULY 25, 2016

But then again, the title of Oscar Wilde’s famous play offers a great lesson for contact centers: it’s more important to be authentic, to be human and personalized, than it is to flawlessly deliver a customer service script. Published in Provide Support Blog , 2016. If only social customer service agents had it so easy.

Customer Service 40

Customer Service How To Contact Center Software 40

Avaya

APRIL 6, 2016

For a limited time, we are offering companies of any size the opportunity to replace and upgrade their current contact center solutions with Avaya’s leading offerings at up to 60% off standard pricing. No hard phones are required and your software licenses provide agent soft phone capabilities—including video.

Self Service 40

Self Service Contact Center Omni-Channel Video 40

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. 4 Connected devices will trigger service requests Gartner’s IT predictions for 2016 focus extensively on the rise of the Internet of Things and the growth of personal digital assistants.

Self Service 48

Self Service Customer Service CRM Contact Center 48

Talkdesk

MAY 5, 2017

Watch the entire product keynote session below to learn more about: Talkdesk’s growth from Opentalk 2016, including our 100,000,000th call milestone. AppConnect , the first enterprise app store and the easiest way to add new technology to your contact center. New integrations available for Talkdesk customers.

Contact Center 43

Contact Center Call Center Software Resources 43

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Essentially chatbots are basically stripped-down software agents, which should be able to understand what customers type or say and respond by providing relevant answers or carrying out simple tasks.

Chatbots 48

Chatbots Self Service Company Contact Center 48

Eptica

AUGUST 5, 2016

Date: Friday, August 12, 2016 Delivering the benefits of knowledge management in customer service. Published on: August 12, 2016. Customer service is handled by 1,400 agents in three contact centers. Share this page on: Tweet.

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

Magellan Solutions

AUGUST 14, 2021

Based on the Willis Towers Watson’s 2015-2016 Global 50 Remuneration Planning Report, the low cost of labor in the Philippines makes them a more attractive alternative investment location, compared to other countries. Software and Hardware costs around $3,600 annually. Partner with the Top Contact Center Services Philippines.

Call Center 52

Call Center Contact Center B2C B2B 52

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts the bottom line.

Sales 48

Sales e-support Contact Center Abandon Rate 48

Win the Customer

JUNE 23, 2016

A 2016 study by Accenture found that 83% of U.S. Social customer service software with integrated customer profiles puts all the necessary information at the agent’s fingertips, so they can focus on providing the personalized service that only comes from humans. Which is great, to a point.

Connections 94

Connections Customer Service Social Media Chatbots 94

AWS Machine Learning

JANUARY 12, 2023

Service Cloud by Salesforce is one of the world’s most popular and highly rated customer service software solutions. Whether by phone, web, chat, or email, this customer support software enables agents and customers to quickly connect and solve customer problems. Solution overview. The following diagram shows the solution architecture.

Omni-Channel 81

Omni-Channel Multi-Channel Resources Policies 81

Talkdesk

APRIL 14, 2017

More than half of that activity (52 million calls, 407 years of call time) came in 2016 alone, and we’re already on pace to make 2017 an even bigger year! Through the first 100 million calls, Talkdesk callers spent an astonishing 80% of their time in conversation. Only 20% of their time was spent either waiting (18%) or on hold (2%).

Contact Center Software 40

Contact Center Software Contact Center Software Tools 40