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Enterprise Contact Center Software Buyer’s Guide: Recommendations from Gartner

NICE inContact

Your current software is showing its age, unable to keep up with customer expectations or add new capabilities like digital channels (like SMS or WhatsApp) or artificial intelligence (AI). But it may have been five years or more since you last evaluated technology options or vendors for call center software.

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Why the Contact Center Experience Is So Important

InMoment XI

How to Improve Your Contact Center Experience Whether you have an established contact center or are just looking for tips to help you get started, investing in tools, employees, and processes can improve your contact center experience.

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Menu monster: the IVR that devoured customer experience

Vonage

Imagine a technology that promises to help your business but instead is poisoning your customer’s experiences. A technology that has its most deadly effect at the precise moments when your customers need you the most. Some contact center software vendors today make a selling point out of technology that makes is easier to build IVRs.

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Call Center Metrics: How To Track & Improve for Better Customer Service

InMoment XI

In fact, call center managers believe that improving agent satisfaction can boost customer satisfaction scores by 62%! You can improve AES by leveraging call center management software like InMoment. Call Availability Time management is a crucial skill for call center agents. How to Improve Call Center Metrics?

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Mitchell Improves Customer Satisfaction with inContact Agent for Salesforce®

NICE inContact

Mitchell empowers their clients to improve business performance and customer outcomes by providing them with smart technology solutions, deep industry expertise and connecting them to the broadest range of solutions, networks and partners. Move your business forward with inContact’s cloud contact center software.

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Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

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.

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Get Your Contact Center Ready for the Modern Age

NICE inContact

That’s because all technology has a “shelf-life”. This is also true for call center systems. Why does technology have an expiration date? Because software and hardware either wears out or becomes functionally obsolete. How does all this impact your call center? For many IT systems this is about seven years.