Talkdesk

FEBRUARY 16, 2021

Once the initial shock subsided, however, many companies have been pleasantly surprised by how quickly they are accruing benefits from their cloud contact centers and customer experience (CX) applications. You continue to lean on legacy on-premises contact center platforms.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

CSM Magazine

JANUARY 9, 2023

Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM). Playvox solutions deliver a powerfully simple way to achieve efficiency and effectiveness in the contact center.

Contact Center 59

Contact Center Omni-Channel Engagement Multi-Channel 59

NobelBiz

DECEMBER 5, 2023

The most common reasons for using call forwarding are: avoiding missed calls (86%), providing alternative contact options (75%), and managing workload (72%). This process begins with the VoIP system analyzing the caller ID information to determine if the call is from a known contact or a new caller. for domestic calls and $10.00

Communication 104

Communication Contact Center Contact Center Software Customer Satisfaction 104

Seaton CX

JANUARY 17, 2024

Contact center leaders are under a lot of pressure. While I believe that customer journey mapping is a strategic investment for contact center management, you should consider several factors before committing resources to the project. These opportunities may lie outside the contact center itself.

Customer Journeys 52

Customer Journeys Contact Center Comparison Exercises 52

Magellan Solutions

JULY 21, 2023

2) Cloud-Based Outsourcing Solutions Businesses that want to stay ahead should be aware of the growth of cloud-based outsourcing solutions. Cloud technology optimizes operations and enhances flexibility. For instance, businesses have outsourced their IT infrastructure to cloud service providers.

Trends 94

Trends Healthcare Innovation Analytics 94

Playvox

APRIL 25, 2023

The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work 2.

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

Calabrio

DECEMBER 10, 2020

Since then, we’ve experienced entire paradigm shifts in technologies, which in turn have fueled a complete and ongoing transformation of the contact center. Cloud solutions, for example, have not only created new efficiencies and agility but also enabled agents to work remotely , even before the pandemic.

Contact Center 130

Contact Center Self Service Competitive Advantage Leadership 130

TechSee

DECEMBER 16, 2020

Visual Remote Assistant has been seamlessly embedded within Salesforce Service Cloud and Field Service to deliver real-time, visual remote support. The connected and agile platform integrates multiple data sets and workflows across contact centers, field services, and third-party systems for enhanced collaboration.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

NobelBiz

AUGUST 22, 2023

Tailored exclusively for contact centers, the VOIP solution from NobelBiz ensures the lowest cost-per-minute, seamlessly directing calls through optimal routes. The NobelBiz Voice Carrier Network is purpose-built to accommodate high-volume calls essential for contact centers.

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

NobelBiz

FEBRUARY 23, 2023

Employees of a firm may interact from anywhere and at any time using a basic internet connection and a linked device, thanks to the proliferation and democratization of linked tools (smartphone, tablet or computer). For a few years now, businesses including contact centers have relied heavily on Cloud technologies.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Video 52

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? When customers reach out to a call center, they often expect their issues to be resolved immediately. The industry benchmark for supervisor escalation is 10% or less .

Call Center 106

Call Center Management Contact Center Wait Times 106

NobelBiz

NOVEMBER 20, 2023

Its cloud-based architecture integrates effortlessly across desktops, laptops, and mobile devices, offering a level of flexibility that enhances communication management. Leveraging the power of the cloud, this VoIP service allows you to take calls seamlessly from any location across the globe, making it an ideal 100% work-from-home solution.

System 103

System Communication Contact Center Self Service 103

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Employee Experience.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. The same study found that overall home-based employees were 50% less likely to leave the organization.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

NobelBiz

OCTOBER 17, 2023

Welcome back to our journey through the intricate world of call center management! In our previous installment, we peeled back the layers of the challenges that often remain hidden beneath the surface, impacting call center executives’ day-to-day operations. Read part one here. Tune in now !

Call Center 59

Call Center Management Contact Center Contact Center Software 59

Playvox

SEPTEMBER 6, 2022

The road to the contact center of the future is winding and uncertain. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. What Does The Contact Center Workplace Of The Future Look Like? Flexibility, though, is the key to a smoother ride.

Contact Center 86

Contact Center Connections Engagement Video 86

NobelBiz

FEBRUARY 23, 2023

Communication is at the center of today’s business world, as well as a critical differentiator in this dynamic and competitive market, which has been altered by the epidemic. Small and medium-sized contact centers, in particular, may find this burdensome. Take use of the cloud, that’s the easy answer!

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

NobelBiz

FEBRUARY 23, 2023

Communication is at the center of today’s business world, as well as a critical differentiator in this dynamic and competitive market, which has been altered by the epidemic. Small and medium-sized contact centers, in particular, may find this burdensome. Take use of the cloud, that’s the easy answer!

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Call Center Management Gamification 52

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

ShepHyken

OCTOBER 29, 2021

She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Cloud-based calling? . Omnichannel? .

Call Center 76

Call Center Software Contact Center Knowledge Base 76

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 130

Contact Center Self Service Analytics Banking 130

NobelBiz

FEBRUARY 22, 2023

This particular kind of work environment has enabled many businesses and contact centers to retain service continuity. However, it is not a walk in the park to integrate remote work in contact centers. If you wish to implement remote work in your Contact Center, your agents must have a teleworking-friendly home.

Engagement 52

Engagement Contact Center Gamification Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

This particular kind of work environment has enabled many businesses and contact centers to retain service continuity. However, it is not a walk in the park to integrate remote work in contact centers. If you wish to implement remote work in your Contact Center, your agents must have a teleworking-friendly home.

Engagement 52

Engagement Contact Center Gamification Net Promoter Score 52

Playvox

JANUARY 13, 2022

The shift to the cloud only seemed to accelerate when the pandemic sent many workers home in the spring of 2020. And now, with more companies embracing a hybrid work environment, cloud-based solutions no longer seem optional but rather, business critical. Cloud-based channels and solutions can enhance your customer experience.

Contact Center 52

Contact Center Gamification Training Social Media 52

CSM Magazine

AUGUST 30, 2023

Avaya selected Waterfield Tech for its exceptional collaboration, contribution, and dedication to accelerating growth and enabling customers and others to choose their own cloud journey. “Waterfield Tech plays an integral role as a trusted advisor to our shared customers’ unique cloud journeys. .

Chief Customer Officer 52

Chief Customer Officer Contact Center Omni-Channel Innovation 52

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. It is an honor to join Calabrio’s smart and passionate team.

Insurance 130

Insurance Innovation Contact Center Analytics 130

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

Contact Center 76

Contact Center Management How To eBook 76

NobelBiz

APRIL 24, 2023

We proudly announce that NobelBiz has partnered with Awaken Intelligence to bring a user-friendly and versatile scripting tool to its cloud contact center omnichannel ecosystem called OMNI+ Awaken Scripting. What is OMNI+ Awaken Scripting? – Steve Bederman, President of NobelBiz Inc.

Contact Center 52

Contact Center Contact Center Software Training Exceptional Customer Service 52

Magellan Solutions

MARCH 22, 2024

According to industry statistics, 54% of businesses face difficulties hiring qualified employees due to a shortage of specialized IT personnel, budget limitations, or a tight job market. Instead of going through the lengthy and costly process of recruiting and training new employees, you can simply work with your outsourcing partner.

Software 52

Software System Resources Communication 52

Talkdesk

JUNE 5, 2020

Many organizations had little-to-no prior experience with remote work, and therefore lacked the infrastructure, processes and policies required to ensure collaboration and continuity of operations. Questions arise around whether employees are distracted, burnt out and/or properly equipped with tools.

Tools 86

Tools Contact Center Wireless Government 86

TechSee

SEPTEMBER 3, 2019

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations.

Contact Center 84

Contact Center Self Service Contact Center Software B2C 84

NobelBiz

JUNE 7, 2021

Employees of a firm may interact from anywhere and at any time using a basic internet connection and a linked device, thanks to the proliferation and democratization of linked tools (smartphones, tablets, or computers). For a few years now, businesses including contact centers have relied heavily on Cloud technologies.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Video 52

ShepHyken

DECEMBER 23, 2022

Many organizations are modernizing their communications systems to streamline operations and keep employees (and customers) connected in a hybrid world. There’s work to be done in 2023 to provide employees with the proper communications and collaboration tools to work from anywhere. But supporting hybrid work isn’t enough. “In

Communication 69

Communication Contact Center Return on Investment System 69

BirdEye

DECEMBER 26, 2023

RingCentral MVP RingCentral is a cloud-based communication system that offers messaging services, unlimited calling, business texting, and similar services. This VoIP service has been a leader in helping businesses improve communication, productivity, and collaboration. Route calls to the right team member with IVR.

Call Recording 111

Call Recording Video System Communication 111

NICE inContact

AUGUST 4, 2016

Do you sometimes have the impression that your contact center is an “island” in the sea of your company? Do your agents feel like they are “stranded”, all on their own, relying on the proverbial “message in a bottle” to communicate with anyone outside of the contact center?

Contact Center 122

Contact Center Tools System Communication 122

CSM Magazine

AUGUST 6, 2021

Should they maintain the server on-premises and co-locate it in a datacenter, or totally relocate to the cloud? The initial costs for a cloud contact center solution , on the other hand, are significantly lower. Cloud is a subscription-based, pay-as-you-go service. Improvements and upgrades.

Contact Center 59

Contact Center eBook Software Social Media 59