Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

Talkdesk

JANUARY 2, 2020

After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. Process Orchestration: support for more and more complex and personalized customer engagements.

Report 66

Report Self Service Customer Service Contact Center 66

CSM Magazine

APRIL 25, 2023

Contact centres offer new opportunities for agents to shine, but they are not for the faint-hearted. Paul Stemp, Supervisor, Customer Success Management, at Calabrio shares his top confidence-boosting tips for building strong, fearless teams. Contact centres are an integral part of delivering customer service.

Self Service 52

Self Service Contact Center Analytics Call Recording 52

NobelBiz

APRIL 18, 2022

As it overlooks three critical components: the customer experience, the rise of new communication and the new contact center technologies. Modern customers want immediate and dependable solutions, which means your call center’s efficiency must be at its peak at all times.

Call Center 52

Call Center Contact Center How To Gamification 52

Calabrio

JUNE 1, 2020

Call recording is one of the core requirements for contact centers. With voice still being the most critical and main channel used, being able to securely and reliably record calls no matter where the agent sits is a must—especially in today’s environment. This should come standard, at no extra cost.

Call Recording 130

Call Recording Multi-Channel Contact Center System 130

RapportBoost

OCTOBER 16, 2018

We’ve been looking at this category as part of the Interaction Analytics because conversations between people that made calls in their contact centers have become multi-channel and unstructured. Dan: The call recording leaders certainly took the leading role and some of the acquisitions that they made.

Multi-Channel 45

Multi-Channel Contact Center Analytics Call Recording 45

Upstream Works

MAY 18, 2021

Cloud-based platforms are becoming more prevalent in contact centers. Decisions around cloud will be technology-driven, and IT will need to consider the implications for both contact center operations and the broader organization. Learn more about Upstream Works omnichannel cloud contact center solutions here.

Contact Center 78

Contact Center Self Service Call Recording Omni-Channel 78

Stella Connect

MARCH 5, 2018

While its front-line “Gear Geeks” busily educate customers about the finer points of various product options, RevZilla’s technical team is laser focused on developing systems and platforms designed to deliver the optimum customer experience. Call recordings or chat / email transcripts are then pulled and reviewed.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Stella Connect

MARCH 5, 2018

While its front-line “Gear Geeks” busily educate customers about the finer points of various product options, RevZilla’s technical team is laser focused on developing systems and platforms designed to deliver the optimum customer experience. Call recordings or chat / email transcripts are then pulled and reviewed.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

AWS Machine Learning

DECEMBER 21, 2023

Great customer experience provides a competitive edge and helps create brand differentiation. As per the Forrester report, The State Of Customer Obsession, 2022 , being customer-first can make a sizable impact on an organization’s balance sheet, as organizations embracing this methodology are surpassing their peers in revenue growth.

Contact Center 93

Contact Center Call Center e-support Knowledge Base 93

Customer Interactions

JULY 7, 2015

As you know, NICE has been a leading provider of solutions for the contact center space for many years. Contact centers around the world use a variety of NICE solutions (call recording, quality monitoring, workforce management, interaction analytics etc.)

Contact Center 28

Contact Center Call Recording Customer Satisfaction Analytics 28

Call Experts

NOVEMBER 18, 2021

Contact center technology can be the nerve center of your organization’s customer relationship management (CRM) strategy. Depending on the services offered, the contact center can also be called a call center, service desk, or customer service department.

Contact Center 98

Contact Center Technology Self Service Average Handle Time 98

Magellan Solutions

OCTOBER 18, 2022

Call center telemarketing is a strategy used by firms to increase their bottom line. But now, businesses talk to customers in many different ways. Assessing a potential customer’s degree of interest is the main objective of telemarketing. QUALITY CUSTOMER SERVICE. DEFINING TELEMARKETING. 3) LEAD GENERATION.

Call Center 81

Call Center Advertising Sales Call Recording 81

Avaya

JANUARY 26, 2018

To ensure fairer, safer and more efficient financial markets, MiFID II now requires firms to record communications (both phone and electronic) for the following investment services: Reception and transmission of orders. Execution of orders on behalf of clients.

Financial 51

Financial Contact Center Call Recording Communication 51

AWS Machine Learning

APRIL 30, 2024

In the fast-paced world of customer service, efficiency and accuracy are paramount. After each call, contact center agents often spend up to a third of the total call time summarizing the customer conversation. This can make it challenging to scale quality management within the contact center.

Analytics 96

Analytics Customer Service Call Recording Contact Center 96

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

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. Diving Deep into Call Centers Customer Interaction analytics serves as the heartbeat of modern call centers.

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

FEBRUARY 22, 2022

A VoIP (Voice over Internet Protocol) phone system is an Internet-based phone system that allows businesses and contact centers to make voice calls. They enable the user to contact any landline, mobile, or even another computer using an Internet-connected laptop, desktop, tablet, or cell phone.

Contact Center 52

Contact Center Telecommunications Call Center System 52

Talkdesk

MAY 6, 2020

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs. A unified customer experience.

Contact Center 80

Contact Center Self Service Competitive Advantage CRM 80

NICE inContact

MAY 10, 2016

Understanding customers’ needs would be much simpler with access to a fortune teller’s mystical crystal ball. Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Why is your customer calling? Or are there?

Contact Center 120

Contact Center Analytics Contact Center Software Resources 120

Talkdesk

FEBRUARY 16, 2021

Over the past year, most customer-obsessed organizations were forced to accelerate their digital transformation efforts to meet the demands of the global pandemic. Even organizations that adopted substandard technology have experienced improved employee productivity, higher customer satisfaction (CSAT) scores and lower operating costs.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

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. That’s where CCaaS – Contact Center as a Service comes in. Why CCaaS flexibility is so important for call centers?

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52

AWS Machine Learning

NOVEMBER 22, 2023

The Emerging Tech Zone within the Expo features innovative startups that were selected into the AWS Generative AI Accelerator and the NVIDIA Inception 100 programs. Innovation Talks – Learn about the latest cloud technology from AWS technology leaders and discover how these advancements can help you push your business forward.

Innovation 111

Innovation Training Contact Center Data 111

NobelBiz

JUNE 26, 2023

Managing a call center goes beyond delivering exceptional customer service. It requires a deep understanding of the importance of call center infrastructure to maintain a seamless operation. With that in mind, let’s take a closer look at the challenges of maintaining and upgrading call center infrastructure.

Call Center 52

Call Center Contact Center CRM Social Media 52

AWS Machine Learning

MAY 7, 2024

This can have a negative impact in many ways, from delayed project timelines to loss of customer trust. A more efficient way to manage meeting summaries is to create them automatically at the end of a call through the use of generative artificial intelligence (AI) and speech-to-text technologies.

Meeting 106

Meeting Resources Call Recording Training 106

NobelBiz

MAY 22, 2023

It’s a connection between you and your customers, a facilitator for internal coordination, and a key player in ensuring seamless operations. Superior quality: With high-definition audio and video capabilities, modern systems provide excellent call quality. Your phone system is more than just a communication tool.

System 52

System Contact Center Call Center Communication 52

NobelBiz

APRIL 9, 2024

Call centers play a crucial role in customer service and sales operations. However, in the middle the hustle and bustle of daily operations, it’s essential for call centers to prioritize compliance with various laws and regulations.

Call Center 104

Call Center Healthcare Contact Center Financial 104

Vonage

MARCH 26, 2018

The only problem with chasing the next big thing is that you risk losing sight of the first one: your customers. At NewVoiceMedia, we believe that, in today’s Age of the Customer , personal, emotional customer interactions play a critical role in bridging the gap for what disruption and digital innovation alone cannot solve.

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

NobelBiz

MAY 24, 2022

In the post-covid era, the contact center sector has altered dramatically. Managing call center agents remotely has become a true challenge for the industry. In this article, discover 5 tips to manage remote call center agents successfully. But how exactly? Individual follow-up is also required.

Call Center 52

Call Center Tips Virtual Call Center Management 52

Kustomer

JANUARY 14, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Ed Porter , Chief Revenue Officer at Blue Chip CRO , to discuss the changing customer environment. Tips for Relating With The Customer. Reactive Vs. Proactive Customer Service.

Omni-Channel 81

Omni-Channel How To Multi-Channel Contact Center 81

Natalie Petouhof

SEPTEMBER 26, 2016

Tweet The only way to build a truly innovative and collaborative culture is to give everyone a voice. In working with Dialed, I just completed some ROI research to understand how quickly, easy and affordable it is today to plug every employee into your business with a very innovative phone system.

System 40

System Communication Tools ROI 40

Avaya

MAY 20, 2019

Call recording? Today’s technology must go beyond the basics to empower agents with the intelligence and efficiency they need to drive deeper customer relationships and feel more immersed and fulfilled in their roles. 1 in the global contact center systems market and Verint a recognized global leader in Workforce Engagement ).

Self Service 11

Self Service Net Promoter Score Strategy Marketing 11

AWS Machine Learning

NOVEMBER 27, 2023

Artificial intelligence (AI) continues to transform how we do business and serve our customers. Amazon Transcribe Call Analytics now offers a new generative AI-powered summarization capability (in preview) that automates post-call summarization to improve contact center agent and manager productivity.

Self Service 90

Self Service Contact Center Analytics Effort Score 90

NobelBiz

FEBRUARY 23, 2023

For a few years now, businesses including contact centers have relied heavily on Cloud technologies. billion by 2024, thanks to increasing usage, innovative technologies, and new reseller models. A VoIP system normally just provides voice services, incoming and outbound calls, and reports that are more or less particular.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Conference 52

NobelBiz

JUNE 7, 2021

For a few years now, businesses including contact centers have relied heavily on Cloud technologies. billion by 2024, thanks to increasing usage, innovative technologies, and new reseller models. A VoIP system normally just provides voice services, incoming and outbound calls, and reports that are more or less particular.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Conference 52