CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. As a consumer, I was forced to change the way I interact with businesses. Business Continuity.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

TechSee

DECEMBER 11, 2018

Once aligned, contact center leaders must prioritize carefully and make smart choices in order to show ROI in the short term, while building robust foundations towards greater impact in the long term, as key technologies mature. Aligning business objectives with contact center performance.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

TechSee

JULY 17, 2018

Interactive voice response (IVR) is a technology that allows a computer to interact with customers through the use of voice and touch-tone telephone keypad. Today, IVR is a core technology well entrenched in call centers that has transcended way beyond its role as a simple customer routing system. .

Wait Times 114

Wait Times Self Service Meeting Call Center 114

TechSee

JUNE 25, 2019

Forward-thinking companies are increasingly turning to AI-powered customer service solutions to optimize CX and to streamline their back-office operations. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Gamification 122

TechSee

NOVEMBER 27, 2018

AR has emerged as an innovative tool that allows enterprises an almost unlimited opportunity to interact with consumers on their mobile devices. This has proven to be especially beneficial in the areas of field service, contact centers and self-service. . Contact Centers. Field service.

Infographics 84

Infographics Self Service Customer Service First Call Resolution 84

Kustomer

APRIL 13, 2022

Online customer service can be challenging because of the lack of face-to-face interaction, but the fundamentals remain the same. Doing business online involves interacting with customers across multiple touchpoints. Your organization should be able to meet customers on a variety of channels to enable a seamless support experience.

Self Service 94

Self Service Customer Service Chatbots Omni-Channel 94

VDS

JULY 20, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. As a consumer, I was forced to change the way I interact with businesses. Business Continuity.

Contact Center 52

Contact Center Call Center Call Center Solutions Roadmap 52

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. Computer vision also enables gradual automation towards full self service with device recognition and augmentation.

Call Center 84

Call Center Self Service Contact Center Analysis 84

NobelBiz

FEBRUARY 17, 2023

Call Avoidance comprises all strategies employed by contact center supervisors and agents to avoid answering calls. There are several reasons why agents choose not to accept calls, but agent experience is the primary factor. Transferring a call to other agents while staying online.

Call Center 52

Call Center Strategy Self Service Policies 52

Magellan Solutions

JUNE 29, 2021

Appointment setters assist a company’s sales team by making phone calls to potential customers and setting up appointments for them to talk with a salesman. However, some appointment setters do not even meet the minimum performance benchmark of their clients. While some deliver, the customer experience is terrible.

Call Center 52

Call Center Net Promoter Score Contact Center NPS 52

Inbenta

MAY 16, 2022

Before the rise of chatbots, IVRs were the go-to solution for automating customer inquiries. Interactive voice response or IVR used a keypad system that would generate pre-recorded responses based on the numbers that a customer pressed on their phone. By scaling operations in this way, it can greatly increase revenue.

Chatbots 52

Chatbots Self Service Telecommunications Company 52

NobelBiz

FEBRUARY 21, 2023

Customers are becoming more demanding, expecting rapid and accurate solutions to their inquiries. This is where the need for better management of callbacks in contact centers emanates. One solution to this problem is to increase the capacity of call center agents. What is a call center callback option ?

Contact Center 52

Contact Center Abandon Rate Self Service Management 52

Talkdesk

JULY 28, 2016

Even the most well-run, customer-centric contact centers deal with angry callers every day. In some ways, this is just the nature of call centers. They can drastically improve the efficiency of call routing, reliably putting callers in touch with the most appropriate agents. Their use cannot be lauded enough.

Call Center 40

Call Center Call Center Solutions Wait Times Contact Center 40

Magellan Solutions

SEPTEMBER 10, 2019

Outsourcing a call center is a promising idea, especially if you want to lower costs. But there’s more to outsourcing than meets the eye. What Is An Outsourced Call Center? Call center outsourcing is a business activity of subcontracting call center services like customer care and sales-related tasks.

Call Center 49

Call Center Call Center Solutions Contact Center Training 49

LiveChat

OCTOBER 31, 2019

There’s no room for inefficiencies in customer interactions. Creating a flow or drip campaign traditionally includes: Segment your email list based on customer data, online behaviors, and interactions with your brand. Call center automation. Call centers are an important customer touch point.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

TechSee

APRIL 3, 2018

Considering churn is closely linked to customer satisfaction, companies are attempting to transform their customer experience to meet consumers’ high expectations. According to Accenture, 51% of US consumers stated that they would be loyal to brands that interact with them according to their preferences.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

TechSee

FEBRUARY 19, 2019

AI-driven innovations in mobile self-service allow companies to consistently deliver high-quality service at scale and to meet customers’ increasing demands for a positive mobile experience. Reimagining emotional engagement through simplified mobile interactions that empower customers to take charge. In a nutshell. Who’s there?

Self Service 95

Self Service Innovation Telecommunications Consumers 95

TechSee

FEBRUARY 12, 2018

Mobile messaging apps are more popular than ever as they meet the customer demand for free mobile calling and texting services. Immerse technologies provide the ability to interact and communicate with the virtual environment. Messaging applications. Get started now. Immersive Technologies.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

Mobile messaging apps are more popular than ever as they meet the customer demand for free mobile calling and texting services. Immerse technologies provide the ability to interact and communicate with the virtual environment. Messaging applications. Get started now. Immersive Technologies.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

NobelBiz

FEBRUARY 22, 2023

Contact center data plays a significant part in this growth, and the most successful firms make the most of this technology. Contact centers are auditing and monitoring daily every member of the team and even every encounter with a client. Metrics are then saved in your call center software’s database.

Call Center 52

Call Center Analytics Contact Center How To 52

NobelBiz

MAY 22, 2023

According to Aberdeen Group , 90% of contact centers that switched to the cloud did so for financial flexibility. Cloud telephony typically includes VoIP as a fundamental component but goes beyond voice calls. In summary, VoIP specifically refers to the technology of transmitting voice calls over IP networks.

System 52

System Contact Center Call Center Communication 52

Magellan Solutions

AUGUST 12, 2021

CSAT measures how products, services and customer experiences meet or exceed customer expectations. CES is customer experience survey metric that allows companies to analyze the ease of customer interactions and resolutions during a request. For a contact center based in BPO Manila Philippines , any score over 50 is considered good.

Metrics 52

Metrics Net Promoter Score NPS Call Center 52

NobelBiz

APRIL 5, 2021

An ACD or Automatic Call Distribution System is an essential part of an overall contact center software solution as it connects incoming calls to specific agents who are skilled in specific skill sets. This technology is a component that takes calls and assigns them to the appropriate agent.

System 52

System Contact Center Call Center Contact Center Software 52

Talkdesk

MAY 17, 2016

We created Talkdesk Omnichannel to enable our users to interact with their customers wherever they feel most comfortable. It’s no longer just about the content of the interaction, it’s also about context. At Talkdesk, we recognize the power of meeting customers on their level. Why did we create Talkdesk Omnichannel?

Omni-Channel 40

Omni-Channel Call Center Solutions Call Center Video 40

TechSee

FEBRUARY 7, 2023

Ideally, this could result in far faster service, better self-service containment rates, improved adoption of digital self-service channels like chatbots, and reduced demand for call center solutions. Similarly, augmented reality tools allow contact center staff to guide end-users to full issue resolution visually.

Innovation 124

Innovation Self Service Chatbots Call Center Solutions 124

NobelBiz

JUNE 1, 2021

Your contact center serves as your company’s storefront. When you employ contact center as a service (CCaaS) software, you enable your call center employees to better their work and boost your bottom line by optimizing the client experience. What exactly is a CCaaS solution?

Contact Center 52

Contact Center Multi-Channel Call Center Software 52