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Best Contact Center Software for Remote Workers

Playvox

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations. Communication.

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Hosted Contact Centers: Revolutionizing Customer Service in the Digital Era

NobelBiz

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

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If you can’t do voice, you can’t do omnichannel

Interactions

There’s a lot of promise in the technology world. What does this have to do with the contact center? . In self-service automation technology, voice is the most difficult yet the most important piece of the puzzle to get right. That’s essentially a successful omnichannel experience: one conversation on multiple channels.

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Winning in the Cloud – How Businesses Achieve CX Success

NICE inContact

What do companies report after they move their contact center technology to the cloud? We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. How important is this?

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8 Contact Center Trends to Watch in 2020

Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry?

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Hosted Contact Centers: Revolutionizing Customer Service in the Digital Era

NobelBiz

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

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5 Powerful Benefits of Cloud Contact Center Solutions

Playvox

The pandemic permanently changed the contact center landscape. Globalization and a younger workforce that prioritizes work-life balance are forces that likely would have compelled contact centers to gradually adopt a work from anywhere agent model. Benefits of Cloud Based Contact Center Solutions.