NICE inContact

DECEMBER 12, 2018

The results were clear in that consumers want true omnichannel service from inbound contact centers and are willing to switch from companies that provide poor service. The survey found that: 94% of consumers expect companies to direct them to the method of contacting them that resolves their situation the quickest way.

Call Center 120

Call Center Omni-Channel Contact Center Contact Center Software 120

NobelBiz

MAY 24, 2021

The difference between on-premise vs. cloud contact center is a topic that has become increasingly prominent in the industry. An “on-premise” solution is to run programs or processes from software that has been downloaded directly onto a terminal or server. What are the types of call center technologies?

Contact Center 52

Contact Center Call Center Software Virtual Agent 52

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. You can learn more by downloading NICE Satmetrix’s ebook on The ROI of NPS.).

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

UJET

MARCH 24, 2020

Contact-Center-as-a-Service platforms don’t require locally installed specialized contact center software, while agents simply need a stable internet connection, browser, and compatible headset to communicate with consumers. Also, be aware of large downloads or uploads as they also use a lot of bandwidth.

Tips 86

Tips Guidelines Contact Center Software Contact Center 86

NobelBiz

MAY 25, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz The Importance of Customer Data in Call Centers Customer Data Platform (CDP) software allows contact centers (and other business models, for that matter) to pull in customer data from any channel, system, or data stream to build a unified customer profile.

Call Center 98

Call Center Software Data Contact Center 98

UJET

MARCH 24, 2020

Contact-Center-as-a-Service platforms don’t require locally installed specialized contact center software, while agents simply need a stable internet connection, browser, and compatible headset to communicate with consumers. Also, be aware of large downloads or uploads as they also use a lot of bandwidth.

Tips 72

Tips Guidelines Contact Center Software Contact Center 72

NobelBiz

JUNE 13, 2023

The intricate mechanisms behind call labeling and the factors influencing the classification of calls have become the focal point for contact centers striving to maintain effective communication with their clients. Pro tip: ensure that the software correctly displays your caller ID and doesn’t spoof numbers.

Measurement 97

Measurement Guidelines Contact Center Contact Center Software 97

ViiBE Blog

MAY 13, 2021

So what exactly do call centers do? What does a call center do? Customer satisfaction is a crucial metric and the priority of every call center employee. At the core of each call center or contact center is the customer interaction. Which software is used in call centers? Contact Center.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

Talkdesk

APRIL 25, 2017

San Francisco, CA — Talkdesk , the leader in cloud-based contact center solutions, today announced AppConnect, the first enterprise app store. The new app marketplace was designed with customers in mind at every step, giving contact center admins more power than ever to customize and manage their contact center technology.

Contact Center Software 40

Contact Center Software Contact Center B2C Call Center 40

ViiBE Blog

APRIL 15, 2021

Screen sharing requires a download of software and allows the agent to access all of the customer’s computer. ViiBE’s video chat is a no-install functionality that integrates seamlessly with your existing contact center software. Customer service has come a long way from in-person interactions or call centers.

e-support 52

e-support Video Contact Center Software Contact Center 52

Talkdesk

OCTOBER 11, 2016

We met hundreds of great people at Dreamforce 2016, spoke in the opening keynote at ICMI Contact Center Demo & Conference and gave out a lot of great swag. Best of all, there are no updates or downloads needed to begin using our new Lightning-optimized CTI – simply enable Lightning to get started.

Contact Center Software 40

Contact Center Software Contact Center Conference Software 40

Talkdesk

OCTOBER 11, 2016

Contact center supervisors can also take advantage of SMS reporting in both Talkdesk Live and Salesforce historical reports/dashboards. With Omni-Channel, contact centers have full control over how voice and SMS cases are routed to individual agents. SMS with Talkdesk for Salesforce is currently in closed beta.

Omni-Channel 40

Omni-Channel Contact Center Software Contact Center Report 40

Talkdesk

DECEMBER 5, 2017

At Talkdesk, we believe the future of the intelligent contact center involves voice analytics that transcribe your conversation to identify important moments. If your contact center isn’t planning to use voice analytics to assist with sales calls, you might be letting this wave of AI enablement tools pass you by.

Sales 40

Sales Technology Contact Center Contact Center Software 40

CSM Magazine

JUNE 16, 2020

The Puzzel Customer Service Platform combines the proven benefits of the Cloud with integrated Workforce Management (WFM), Ticketing and Artificial Intelligence (AI) to provide end-to-end customer interaction that boosts employee engagement both in contact centres and remotely. About the Author.

Employee Engagement 52

Employee Engagement Omni-Channel Engagement Strategy 52

NobelBiz

FEBRUARY 2, 2021

Faced with the pandemic, many contact centers have been forced to close their offices, raising fears of a slowdown or even closure. Technology is a Key Component to Successful Training for Call Center Agents 1. Monitoring is essential to the successful training of your contact center agents.

Call Center 52

Call Center Training Tips Contact Center 52

Talkdesk

JUNE 27, 2017

Talkdesk is a next-generation, cloud-based contact center software that helps their customers deliver delightful customer service. Unlike legacy systems, Talkdesk can be quickly and easily deployed without phones, hardware or downloads.

Call Center 42

Call Center Contact Center Contact Center Software Call Center Solutions 42