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

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. With Amazon Lex, you can implement an omnichannel strategy where customers engage via phone, websites, and messaging platforms.

Contact Center 91

Contact Center Chatbots Self Service Touchpoint 91

NobelBiz

OCTOBER 2, 2023

In the domain of contact centers, the paramount focus lies in ensuring streamlined and effective communication with clients. When approached from a contact center perspective, these systems not only manage and monitor customer inquiries but also harmonize the operational flow, thereby optimizing customer experience.

System 106

System Contact Center Contact Center Software Social Media 106

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

NICE inContact

AUGUST 13, 2019

NICE inContact CXone call center software helps contact center managers deliver great customer experiences, engage contact center agents, and reduce costs. CXone provides unified administration that simplifies contact center management.

Contact Center 136

Contact Center Call Center Omni-Channel Analytics 136

NICE inContact

JANUARY 16, 2018

When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand. While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed.

Self Service 240

Self Service Customer Experience Omni-Channel Contact Center 240

CSM Magazine

FEBRUARY 16, 2024

In April 2024, the Las Vegas Convention Center will see the return of the Call and Contact Center Expo. The event is focused on the processes used by call and contact centers, with showcases from over 200 different business representatives along with seminars by over 100 industry experts.

Contact Center 52

Contact Center Industry Omni-Channel Call Center 52

NICE inContact

AUGUST 13, 2019

Is your contact center keeping up? If you’re not already engaging with customers digitally, your organization is falling behind. How do cloud contact centers meet these digital-forward needs? Unified platforms of complete digital service management across contact center operations.

Contact Center 136

Contact Center Customer Service Omni-Channel Innovation 136

Talkdesk

DECEMBER 10, 2020

With this revolution comes the opportunity for companies in the industry to transform their contact centers into strategic assets. Despite heavy investment in digital products and solutions, keeping customers happy is tough, inspiring CX leaders to reevaluate the contact center as the missing connection in the CX journey.

Insurance 135

Insurance Financial Trends Contact Center 135

NICE inContact

OCTOBER 25, 2019

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. Thus, it’s no longer a matter of “if” your contact center will move to the cloud, but rather “where” and “when” that cloud transformation begins.

Contact Center 120

Contact Center Omni-Channel Report Analytics 120

NICE inContact

OCTOBER 9, 2019

CXone cloud contact center software would be pivotal in the company’s growth as it moved into France. The company engaged Webhelp , a leading global BPO and its partner, NICE inContact. To meet the many challenges, Webhelp chose NICE inContact’s unified CXone cloud CX contact center platform.

Contact Center Software 137

Contact Center Software Contact Center Software Company 137

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage. How do contact centers not only survive but thrive in this new era?

Self Service 78

Self Service Management Contact Center Effort Score 78

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. What Does Moving To The Cloud Mean?

Contact Center 52

Contact Center Omni-Channel Gamification Contact Center Software 52

CSM Magazine

FEBRUARY 12, 2024

Businesses are continuously on the lookout for innovative approaches to enhance their customer outreach and engagement strategies. Understanding Outbound Voice Communication At its core, outbound voice communication involves proactive contact with customers or prospects through calls initiated by the business.

Communication 52

Communication Strategy Contact Center Software Contact Center 52

Upstream Works

OCTOBER 21, 2022

As contact centers transition to the cloud, there are several areas where AI is poised to play a leading role, including providing seamless customer experiences (CX). Omnichannel Data. One reason is that many contact centers are more focused on internal performance than the customer.

Contact Center 78

Contact Center Multi-Channel Omni-Channel Self Service 78

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: .

Contact Center 186

Contact Center Net Promoter Score Average Handle Time Effort Score 186

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. One of the most impactful uses is how AI is transforming customer experience (CX).

Contact Center 75

Contact Center Management Effort Score Call Center 75

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

NobelBiz

OCTOBER 24, 2023

They can include activities such as visiting a website, reading a product review, or engaging with customer service. Social media engagement for customer feedback. In today’s digital age, customers can engage with brands through a wide range of channels, including social media platforms , email , and more.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

NobelBiz

APRIL 23, 2024

Initial Contact : The agency contacts the debtor to inform them about the debt and their intention to collect. These omnichannel platforms facilitate a cohesive experience for debtors, which allows them to interact with collections agencies through their preferred channels, be it SMS, email, web chat, or voice calls. In the U.S.,

Omni-Channel 52

Omni-Channel Contact Center Customer Centricity Technology 52

Upstream Works

AUGUST 5, 2021

As momentum continues to build for cloud adoption in the contact center space, the business case for supporting this decision becomes clear. These are a few specific examples of how cloud benefits the contact center and any one of these is sufficient to justify the investment.

Contact Center 78

Contact Center Self Service Customer Journeys Call Center 78

NICE inContact

DECEMBER 26, 2018

Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. Transforming the “no” into “yes” requires your contact center to employ technology designed to flex and scale at the speed of business.

Call Center 120

Call Center Technology Contact Center Omni-Channel 120

CSM Magazine

DECEMBER 8, 2022

Cloud subscription service model, Ascend, helps organizations scale CX-cloud solutions and achieve operational efficiency. Ascend combines an organization’s choice of a Contact Center as a Service (CCaaS) platform with a full end-to-end CX service layer in one, flat-rate subscription.

Contact Center 52

Contact Center Omni-Channel Technology Consulting 52

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Is your contact center omnichannel?

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52

Upstream Works

FEBRUARY 17, 2022

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers.

Contact Center 78

Contact Center Strategy Omni-Channel Social Media 78

NICE inContact

OCTOBER 19, 2018

Gartner’s 2018 Magic Quadrant for Contact Center as a Service, North America has just been released, and once again, NICE inContact is named a leader for the fourth year in a row. Notable head start in emerging AI-enabled contact center market. And we achieved the highest overall position for our ability to execute.

Contact Center 120

Contact Center Omni-Channel Innovation Leadership 120

Upstream Works

MAY 27, 2021

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. This is because cloud provides business value across the entire customer service value chain. There is another stakeholder group that benefits from the cloud – agents.

Contact Center 78

Contact Center Connections Fashion Omni-Channel 78

Calabrio

FEBRUARY 16, 2017

In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Customer-centricity shines a spotlight in the contact center. Contact centers face higher expectations than ever—both internally and from customers.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

Upstream Works

NOVEMBER 4, 2021

When it comes to adopting new technology, contact centers prefer easy transitions with minimal impact on continuity. This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers.

Omni-Channel 78

Omni-Channel Contact Center Call Center Technology 78

Talkdesk

SEPTEMBER 4, 2020

Companies are either born on the cloud or have to be re-born on the cloud.” — Sheila McGee-Smith, president and principal analyst, McGee-Smith Analytics. Omnichannel banking: Customer expectations towards digital service are growing fast. Integrating with the next wave of banking technology. Redefining the competitive landscape.

Banking 114

Banking Contact Center Omni-Channel How To 114

Upstream Works

FEBRUARY 10, 2021

As 2021 unfolds, the stakes have never been higher for contact center leaders to invest in the right technologies. Many contact centers still struggle with the limitations of legacy technology and premises-based systems, and the disruption from COVID-19 has intensified the urgency to modernize.

Contact Center 78

Contact Center Technology Omni-Channel Effort Score 78

Talkdesk

NOVEMBER 25, 2020

Here are three tips on how to scale your contact center for the seasonal rush. Integrate with your ecommerce technology stack Seamlessly connecting your contact center to ecommerce platforms, such as Shopify and BigCommerce , allows valuable information from customer interactions to quickly reach your customer service agents.

Contact Center 101

Contact Center Self Service Tips Ecommerce 101

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 60% of consumers have switched brands due to a negative contact center experience. How to measure Your Contact Center’s NPS? Call center recording.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Talkdesk

DECEMBER 23, 2020

Distribution through financial centers: Banks, credit unions and community lenders will receive the applications, review, process and distribute the new tranche of $267.5 Since many banks have shuttered their branches they are leveraging the contact center as their client experience hub.

Banking 126

Banking Contact Center Insurance Self Service 126

Playvox

FEBRUARY 27, 2023

When contact center managers look to decrease overhead, they think first to eliminate manual processes through automation. They also work to lower agent recruiting, onboarding and training costs because these are some of the highest cost areas in the customer service center.

Omni-Channel 75

Omni-Channel Contact Center Management Multi-Channel 75

CSM Magazine

APRIL 12, 2023

True-cloud, workforce-performance leader combines WEM suite with Genesys Cloud CX to give customers a more flexible, feature-rich solution. A true-cloud solution that delivers cloud-first innovation, continual feature delivery, and minimal planned downtime—unlike with lift-and-shift cloud vendors.

Self Service 52

Self Service Contact Center Return on Investment Analytics 52

BlueOcean

APRIL 28, 2020

For most contact centers, work-at-home solutions aren’t new – but WAH has historically been an option, one of the tools available, often deployed in conjunction with brick-and-mortar teams. Will more businesses shift from on premise to cloud solutions? How will omnichannel strategies shift as a result? What about you?

Contact Center 156

Contact Center Comparison Culture Omni-Channel 156