Upstream Works

JANUARY 25, 2022

Changing customer expectations, operational efficiencies, and the need for actionable data to inform decision-making have put transformation at the forefront. Learn more about how our enhanced omnichannel contact center solutions support digital transformation here. Understanding the Customer Journey.

Innovation 78

Innovation Contact Center Omni-Channel Self Service 78

NobelBiz

AUGUST 28, 2023

Here’s a quick list of tech solutions that can get you on the right track: Omnichannel Customer Relationship Management (CRM) Systems centralize customer data and interaction history, enabling agents to deliver personalized and context-rich experiences regardless of the channel. Embrace an omnichannel approach.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Oracle

OCTOBER 19, 2020

The Nexus Award for Best CX Ecosystem honors an organization that architects a connected CX ecosystem with a CRM, third-party cloud apps, or API integration. What’s clear from this year’s entrants is this: Connected customer experiences are at the heart of these digital transformations. Paid search revenue of $4.4

Connections 47

Connections Strategy Self Service Average Handle Time 47

NobelBiz

MAY 21, 2024

Predictive dialing is the most efficient, as it automatically dials multiple numbers and connects agents only when a call is answered. Agent Training : Agents receive training on the campaign goals, product or service details, and effective communication techniques to handle calls professionally and persuasively.

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

VDS

MARCH 22, 2019

Further, outdated technology makes it harder for companies to route customers correctly, keep average handle time low, and provide a sufficient number of self-service options. In contrast, a modern solution is more intuitive, making it faster to learn, and reducing the amount of time spent on training.

Omni-Channel 40

Omni-Channel Self Service Abandon Rate Average Handle Time 40

CSM Magazine

DECEMBER 21, 2021

In our last blog, we revealed how customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre. These double-edged customer expectations also present a unique opportunity to empower agents and enhance CX.

Technology 59

Technology Self Service Average Handle Time Analytics 59

Playvox

JUNE 22, 2023

How are you tracking customer satisfaction and customer experiences? Do you have the right technology in place to measure and support optimal CX, a hybrid workforce, and omnichannel support? Make sure customers know they are anonymous and consider a real-time incentive (e.g., Is your call center prepared?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

CSM Magazine

JUNE 25, 2021

When we consider that it can cost five times more to attract a new customer, than it does to retain an existing one, communicating with customers should leave them with a smile on their face, rather than be a cause of frustration. Connecting the dots. When we hear ‘call deflection’ we often think about dodging calls.

Self Service 76

Self Service Tips Retail Average Handle Time 76

Magellan Solutions

MARCH 27, 2024

Network Support Network support services include ensuring network connectivity, configuring and securing network infrastructures, monitoring network performance, and addressing network-related issues. No more stressing about time zones or business hours. But the network ninjas at BPOs have got your back!

Call Center 52

Call Center Software Customer Satisfaction Self Service 52

Think Customers

AUGUST 18, 2021

Optimize the cloud for omnichannel support. Shopping channels are no longer static—customers can switch from voice, to chat, and messaging in just one interaction. Unfortunately, legacy systems are often overwhelmed and there’s no integration among disparate channels. Seamlessly connect the entire retail customer journey.

Retail 52

Retail Strategy Self Service Average Handle Time 52

NobelBiz

AUGUST 11, 2022

Customer expectations are higher than they have ever been and call centers are increasingly concerned with their ability to adapt to changing conditions. As it will deliver excellent customer experience and achieve remarkable agent productivity regardless of the type of business or service provided.

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52

NobelBiz

APRIL 5, 2022

Because, as the old saying goes, happy staff lead to happy customers. Reducing Average Handle Time Of course, every customer service manager wants to enhance traffic flow while lowering expenses. They aim to decrease the amount of time it takes to handle a call and optimize it to be as short as feasible.

Contact Center 52

Contact Center Call Center How To First Call Resolution 52

NobelBiz

NOVEMBER 15, 2022

Just think about the emergence of new communication channels, mobile devices, social media, VoIP, rich data, and so on… In short, there is a strong connection between technology and the agent experience, especially in today’s omnichannel environment. You can learn more here.

Call Center 52

Call Center Contact Center How To Contact Center Software 52

NobelBiz

FEBRUARY 27, 2023

Managing customer needs and providing a satisfying experience can become a hassle without the proper technology. With a proper omnichannel contact center solution like Omni+ you can improve agent performance, enhance the customer experience, and increase operational efficiency, ultimately driving business success.

Contact Center 52

Contact Center Self Service Wait Times Metrics 52

Natalie Petouhof

SEPTEMBER 1, 2015

Tweet By 2020 it is estimated that there will be over 50 billion connected devices. And that means that consumers will be more connected than ever before, across mobile phones, wearables and other devices and the field of IOT will continue to expand. So if consumers are more connected, what does this mean for companies?

Analytics 40

Analytics Omni-Channel Average Handle Time First Call Resolution 40

Natalie Petouhof

SEPTEMBER 12, 2018

When we don’t provide agents with the best technology, they can’t possibly meet customer expectations. It’s time things changed for both the agent and Customer Service departments. And when a customer wants to talk to an agent, the hand-off is easy. Imagine taking a calculator away from an accountant? The result?

Self Service 49

Self Service Contact Center Average Handle Time Omni-Channel 49

Pointillist

SEPTEMBER 28, 2021

Enterprises expect contact center leaders to transform call centers into customer experience hubs, delivering the exceptional experiences that customers demand and drive long-term growth. Advances in digital technology have reshaped customer expectations for exceptional experiences.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

NobelBiz

JANUARY 16, 2024

Outbound Call Center Campaigns Outbound campaigns play a role in business as they allow companies to take measures in reaching out to customers and potential leads. These campaigns are essential, for expanding customer bases, nurturing leads and ultimately driving sales.

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

NICE inContact

OCTOBER 15, 2019

Customer Satisfaction: When you integrate your contact center software and CRM, you can deliver the fast, convenient and personalized service that your customers expect. Average Handle Time: Integrating your contact center and CRM enable you to shorten call length.

Contact Center 24

Contact Center CRM Contact Center Software Self Service 24