Calabrio

JANUARY 2, 2020

The acquisition was the ideal next step for both companies to unite and create the global standard for the customer experience industry and take the shared mission to humanize the workplace to new heights. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

NobelBiz

APRIL 16, 2024

Not all businesses have the ability or the resources to effectively engage customers across multiple channels. Omnichannel customer engagement carries huge significance in the call center world. Example: A call center might receive customer queries through phone calls and social media.

Omni-Channel 52

Omni-Channel Customer Engagement Engagement Contact Center 52

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations.

Call Center 59

Call Center Self Service Software Contact Center 59

Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. That’s where a customer service call center comes in.

Call Center 52

Call Center Customer Service e-support Contact Center 52

VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Let’s begin!

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Let’s begin!

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? At its core, CSaaS is about providing unparalleled support and care to customers, utilizing the most advanced tools and brightest minds in the industry.

Contact Center 52

Contact Center Contact Center Software CRM Call Center 52

VDS

MARCH 17, 2023

Customer engagement and contact centers are critical components of any business’s success. As businesses continue to expand and evolve, it’s essential to ensure that the contact center solution you’re using is scalable, efficient, and effective.

Contact Center 52

Contact Center Self Service Policies System 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

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. This comprehensive guide will explore the top 12 call center cost-reduction strategies to help unlock your business’s full potential.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

NICE inContact

JUNE 30, 2016

For that reason, Speech Analytics software and processes have been gradually picking up steam in the contact center industry for the better part of a decade. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology. You Still Need Analysts.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. The industry has matured, and people know what they’re getting themselves into, and they demand a higher standard. And no wonder.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

ViiBE Blog

JULY 30, 2021

ViiBE Blog. What is a contact center? Call Center , Customer experience , Remote operations. Considered a relatively new solution, contact center is an omnichannel customer support platform. What is an inbound contact center? How to enhance the contact center experience.

Contact Center 52

Contact Center Self Service Call Center Transportation 52

Magellan Solutions

APRIL 20, 2016

If you’re an owner of a startup or a small/medium-sized business (SMB), chances are, you’ve already heard from your fellow businessmen or read from published articles that call center outsourcing is a tested and proven way of acquiring cost-savings on certain business processes. How much is saved in outsourcing to Philippine call centers?

Call Center 40

Call Center Customer Service Strategies Customer Satisfaction Trends 40

Talkdesk

JUNE 18, 2020

This is a guest blog from Amanda Verner, Marketing Manager at ProcedureFlow , a Talkdesk AppConnect partner. By combining the power of a knowledge base, workflow and agent scripting, contact centers can reduce agent effort and provide the best possible customer experience. ProcedureFlow makes your employees experts faster.

Industry 63

Industry Strategy Management Contact Center 63

VDS

SEPTEMBER 25, 2023

It adheres to industry standards such as the PCI DSS (Payment Card Industry Data Security Standard) , ensuring the safe handling of payment card information. Genesys Cloud promotes transparency by offering resources to support the implementation and utilization of their products and services.

Customer Service 52

Customer Service Customer Service Strategies Trends Contact Center 52

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. To integrate QnABot with Amazon Connect , see Connecting QnABot on AWS to an Amazon Connect call center.

Self Service 100

Self Service Contact Center Multi-Channel Knowledge Base 100

ViiBE Blog

AUGUST 11, 2021

ViiBE Blog. The best contact center software for your needs. Call Center , CRM , Customer experience. Contact centers vary widely to suit the needs of a wide range of businesses. A customer-facing company and business-to-business (B2B) sales will have different needs from a contact center.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. ” – Lynn Hunsaker for ClearAction.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Totango

MAY 5, 2021

This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. Offering your clients features relevant to their industries and their usage patterns (e.g. Do their industries play a significant role in their satisfaction? Were there resources readily available?

Measurement 118

Measurement Effort Score Customer Experience Data 118

Stella Connect

NOVEMBER 9, 2021

How Will You Ensure Temporary Staff Are Meeting Brand Standards? Every customer contact is a gold mine of opportunity for brands. On the flip side, brands that fall short of this service standard are taking a big gamble. How Will You Maximize Your Resources? Preparing Your Customer Service Team for the Holiday Season.

Customer Service 87

Customer Service Poor Customer Service Contact Center Training 87

ShepHyken

AUGUST 19, 2016

This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. Here are a couple ways to make your customers happy, while being lean on resources. Create Self Help Resources ASAP. Shep Hyken. Video tutorials.

Software 48

Software Company e-support Video 48

Magellan Solutions

AUGUST 23, 2023

With Simplified, marketers can do the following while maintaining consistency: Create blog posts Social media captions Product descriptions 2. Data Security and Compliance: Ensure the AI tool complies with business standards and protection laws. Adopting AI ensures better resource management.

Tools 98

Tools Marketing Social Media Advertising 98

Magellan Solutions

OCTOBER 4, 2020

The abundance of call center companies is a good thing, as it gives business owners looking to work with these companies plenty of options to choose from. Often, services provided by top call centers cost higher than your budget. Tell them about your plan to outsource your call center. Contact us form. Social connections.

Call Center 52

Call Center Company How To Analysis 52

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. billion devices are connected to the web, a phenomenon industry folks refer to as “The Internet of Things” (IoT). Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Kustomer

JUNE 27, 2022

High-quality software solutions and tools are versatile and can be used across industries such as healthcare, education, retail, e-commerce, and finance, as well as anything in-between, that necessitates customer communication. These tools can be curated and customized to achieve goals specific to your industry and business needs.

Software 98

Software Tools Customer Service Self Service 98

Lithium

SEPTEMBER 9, 2022

Check out this audio version of our blog, also found on your favorite podcast platform! People get promoted, change fields or industries, or have any number of personal reasons to take a break from working. While the job market is still quite strong, unemployment claims have crept up and we've seen layoffs in the mortgage industry.

Contact Center 52

Contact Center NPS Chatbots Customer Care 52

Totango

OCTOBER 20, 2020

This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. Offering your clients features relevant to their industries and their usage patterns (e.g. Do their industries play a significant role in their satisfaction? Were there resources readily available?

Measurement 84

Measurement Effort Score Customer Experience Data 84

Circular Edge

MAY 16, 2023

Blog Credit: (NetSuite vs. Microsoft Dynamics 365 | NetSuite) Businesses that have grown beyond the capabilities of the entry-level accounting tools and spreadsheets they used to get their operations off the ground typically turn to cloud-based enterprise resource planning (ERP) systems to increase efficiency.

CRM 52

CRM System Financial Resources 52

Totango

OCTOBER 23, 2020

As the first step in the customer journey , onboarding is centered around educating your new client on how to properly use your product and access its features. Alternative processes might include an interactive space for customers to ask questions or a community forum with linked resources. . Standardize Onboarding.

Net Promoter Score 71

Net Promoter Score Metrics Customers Training 71

Circular Edge

MARCH 28, 2023

Blog Credit: Kristina Russo, March 16, 2023 | (What Is Agile Finance? By applying these agile fundamentals to financial management, a business can create a finance function that embraces digital intelligence above transactional processing and reorients its resources and culture to continually increase the value it delivers.

Financial 52

Financial Analysis Culture Competitive Advantage 52

NobelBiz

SEPTEMBER 21, 2020

The following is a list of call & contact center industry reports related to COVID-19. There’s no shortage of call centers that are outright refusing to move to remote work during the Coronavirus Pandemic. For more updates on the contact center space, check out our Blog section.

Call Center 52

Call Center Industry Contact Center Government 52

ViiBE Blog

DECEMBER 21, 2020

Dispatch-heavy organizations like digital service providers report 25% of truck rolls as non-value added (NVA) and an immense waste of resources. Truck rolls are expensive, with the average truck roll costing up to $1,000 USD per the Technology Service Industry Association. The field service industry faces high employee turnover rates.

Metrics 98

Metrics Average Handle Time Customer Satisfaction Call Center 98

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. Business Seeks Industry-Leading CRM. Business Seeks Industry-Specific CRM. Business Seeks Industry-Leading CRM. Salesforce is often considered the gold standard for CRM solutions. The question is a loaded one.

Software 104

Software Customer Engagement Engagement Omni-Channel 104

Talkdesk

APRIL 8, 2019

Our executive team is comprised of a diverse group of individuals who have varied career paths and knowledge they’ve gleaned from years of experience inside and outside of the contact center industry. We want to share their insights with you, which is why we’re launching a blog series called Executive Perspectives!

Contact Center 40

Contact Center Leadership Resources Groups 40

Avaya

MARCH 5, 2018

This patient-centered, outcome-based delivery model needs to be supported by an open yet secure ecosystem of digital technologies that allows providers to establish objective measures of clinical quality to lower costs, improve outcomes, and improve patient access to care.

Healthcare 64

Healthcare Omni-Channel Contact Center Resources 64

Circular Edge

MARCH 28, 2023

Blog Credit: Kristina Russo, March 16, 2023 | (What Is Agile Finance? By applying these agile fundamentals to financial management, a business can create a finance function that embraces digital intelligence above transactional processing and reorients its resources and culture to continually increase the value it delivers.

Financial 52

Financial Analysis Culture Competitive Advantage 52