InMoment XI

JULY 25, 2024

Since contact centers are the go-to point of contact for consumers with any issue, the experience they provide is crucial to keeping customers from churning. A well-managed contact center can significantly enhance customer satisfaction and retention.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

InMoment XI

APRIL 24, 2024

At its core, a healthcare contact center is a centralized hub equipped with trained personnel and technology to manage inbound and outbound communications related to healthcare services.

Contact Center 195

Contact Center Healthcare Contact Center Software Insurance 195

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. You manage employees in an industry that has one of the highest turnover rates out there. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Very hard, actually. Consolidate tools.

Contact Center 122

Contact Center Tips Management Contact Center Software 122

NICE inContact

DECEMBER 30, 2019

If he were alive today, he’d make a great contact center consultant. He’d be touting about the increased knowledge your agents—and your business—gain when you integrate your contact center software with your customer relationship management (CRM).

Contact Center 156

Contact Center CRM Contact Center Software Customer Relationship Management 156

InMoment XI

OCTOBER 19, 2023

Contact centers are the beating heart of customer service operations, and is often considered as part of customer services best practices. They serve as centralized hubs where businesses manage customer interactions. The primary goal of a contact center is to ensure that customers receive timely and effective support.

Contact Center 273

Contact Center Customer Service Omni-Channel Call Center Solutions 273

NobelBiz

MARCH 9, 2021

Cloud Contact software will enable you to have the fastest, most effective ways to gather the clients and make them interact with you. Contact center software is meant to provide clients with an exceptional customer service experience. A contact center software is more than just an operating system.

Contact Center Software 52

Contact Center Software Contact Center Software Automatic Callback 52

ViiBE Blog

AUGUST 11, 2021

The best contact center software for your needs. Call Center , CRM , Customer experience. What is an omnichannel contact center? An omnichannel contact center works like a call center, except the customer can also communicate with customer service representatives through various means.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

Playvox

DECEMBER 21, 2022

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. For their part, the managers in our study believe they’ve done a good job supporting their remote customer service teams.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

NobelBiz

FEBRUARY 21, 2022

This article will show you 12 telltale signs to upgrade your contact center software and 9 benefits you can acquire from this transition. Why do you need to upgrade to a top cloud-based contact center software? Why do you need a new contact center software? Can remote work be managed?

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NICE inContact

OCTOBER 15, 2019

But if you are a contact center manager, you aren’t measured solely on your own personal performance. One powerful way is to integrate your customer relationship management (CRM) system and your contact center software. No matter what your job is, you are measured on performance.

Contact Center 24

Contact Center CRM Contact Center Software Self Service 24

Education Services Group

JULY 7, 2021

With a robust portfolio of omnichannel customer experience and contact center solutions in the cloud and on-premises, this client offers Learning Subscriptions as an up-sell to their software license subscriptions, enabling and empowering their customers to use their products confidently and independently.

Contact Center Software 52

Contact Center Software Contact Center Software Omni-Channel 52

Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. The technologies required to support the demand for self-service include kiosks, chatbots, contact center knowledge base, and video.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? Back To CX Accelerator Blog.

Contact Center 182

Contact Center Analytics Net Promoter Score Effort Score 182

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Workforce management (WFM) software can help.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

NICE inContact

JULY 17, 2019

Jill Blankenship, founder and CEO of outsourced customer support service Frontline Group, has experienced the challenges — but also leveraged new technology to capture data, measure and improve KPIs and manage a team of remote agents while on-the-go. Moving your virtual company contact center operations to the cloud has never been easier.

Contact Center 136

Contact Center Contact Center Software Call Center Culture 136

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? Back To CX Accelerator Blog

Contact Center 174

Contact Center Analytics Net Promoter Score Effort Score 174

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job. How long does it take to repair?

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job. How long does it take to repair?

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

Upstream Works

MARCH 21, 2019

The report also identifies speed of resolution, agent knowledge and ease of contact as key factors which foster that trust and loyalty. Central to this is an effective contact center software integration strategy that provides visibility to all customer journey information within the omnichannel agent desktop.

Customer Experience Management 92

Customer Experience Management Self Service Strategy Customer Experience 92

NICE inContact

AUGUST 11, 2016

By having an integration between inContact and Salesforce , their Customer Relationship Management (CRM) solution, Mitchell’s service teams know the customer immediately. Move your business forward with inContact’s cloud contact center software.

Customer Satisfaction 128

Customer Satisfaction Contact Center Software CRM Contact Center 128

NICE inContact

OCTOBER 28, 2016

In fact, we are the only cloud contact center software provider to be recognized as a leader by the 5 leading analyst firms: Gartner, IDC, Ovum, Frost & Sullivan, and DMG. Contact Center and Workforce Optimization Need to Evolve Together. Maintain compliance in a shifting regulatory landscape.

Contact Center 164

Contact Center Contact Center Software Social Media Exceptional Customer Service 164

NICE inContact

AUGUST 2, 2016

Unfortunately, the world is flooded with broken ways of managing these centers, mostly because of outdated technology. With today’s cutting-edge technology, the best, integrated solutions for managing a contact center also provide the utmost reliability, security and analytics helping lead to the best customer experience possible.

Contact Center 121

Contact Center Contact Center Software Conference Exceptional Customer Service 121

NICE inContact

JULY 2, 2019

Contact center software gives them the ability to work more efficiently across channels, so it’s important that management knows this and becomes ready to use agents as efficiently as possible. 3) Choose a scalable software.

Customer Service 152

Customer Service Contact Center Omni-Channel Call Center 152

Talkdesk

APRIL 13, 2021

Talkdesk Managed Services allows businesses to supplement their teams with an advanced administrator. Managing software and associated tasks needed to put the contact center running smoothly and efficiently becomes easier, relieving the administrative obligation and letting businesses focus on operational and strategic tasks.

Contact Center 133

Contact Center Contact Center Software Return on Investment Software 133

NICE inContact

OCTOBER 25, 2019

The Florida-based company knew it needed to a make change and decided to move to the modern, unified CXone cloud contact center CX platform. Bridgevine chose NICE inContact because of its strong ecosystem and solid network of partnerships as well as its CXone technology and contact center software features and functionality.

Contact Center 121

Contact Center Net Promoter Score Contact Center Software Customer Satisfaction 121

Calabrio

MARCH 4, 2025

Performance metrics: Contact centers can track and measure key performance indicators (KPIs) related to conversations, such as call duration, response time, or customer satisfaction scores. With Automated Quality Management capabilities , analyzing 100% of customer interactions is completed within minutes.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

NICE inContact

OCTOBER 29, 2019

But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs.

Contact Center 120

Contact Center Hotels Guest Experience Groups 120

NICE inContact

MAY 10, 2016

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Contact center software companies are now providing innovative solutions that are both easy on the wallet and powerful enough to provide deep insight. Or are there?

Contact Center 120

Contact Center Analytics Contact Center Software Resources 120

InMoment XI

JANUARY 10, 2024

The future of the contact center lies in the omnichannel contact center. What is an Omnichannel Contact Center? An omnichannel contact center is a customer service model that integrates and manages various communication channels in a unified and seamless manner.

Contact Center 195

Contact Center Omni-Channel Customer Satisfaction Retail 195

NICE inContact

DECEMBER 12, 2018

The technical and agent implications are significant, placing a premium on contact center software that not only delivers robust omnichannel routing but also integrates workforce optimization and workforce management capabilities for agents operating in an omnichannel world.

Call Center 120

Call Center Omni-Channel Contact Center Contact Center Software 120

Calabrio

APRIL 26, 2016

And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions. As the creation and management of a customer experience optimization strategy continues to evolve as a high priority in the majority of U.S.

Contact Center 140

Contact Center Contact Center Software First Call Resolution Call Center 140

BlueOcean

JANUARY 23, 2024

Additionally, you need managers, supervisors, coaches, and trainers to manage your frontline agents, not to mention the extra HR time and financial investment in supporting them. Those agents still need the computer hardware, software licenses, telephony, and access to backup servers. Once upon a time, agents simply had a phone.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

BlueOcean

NOVEMBER 6, 2019

Additionally, you need managers, supervisors, coaches, and trainers to manage your frontline agents, not to mention the extra HR time and financial investment in supporting them. Those agents still need the computer hardware, software licenses, telephony, and access to backup servers. Once upon a time, agents simply had a phone.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

MiaRec

FEBRUARY 27, 2023

Are you trying to get an idea of the general cost of contact center software solutions in the market? Are you frustrated that you cannot find reliable pricing information anywhere?

Call Recording 98

Call Recording Contact Center Software Analytics Contact Center 98

NICE inContact

AUGUST 9, 2018

For example, CSAT may highlight a critical product deficiency that requires a response from R&D, product management, customer service, and sales to ensure that: Customers are not sold something that is broken or impossible. Product managers are able to communicate the changes effectively both inside and outside of the organization.

NPS 123

NPS Metrics Net Promoter Score Customer Service 123

NICE inContact

AUGUST 9, 2018

For example, CSAT may highlight a critical product deficiency that requires a response from R&D, product management, customer service, and sales to ensure that: Customers are not sold something that is broken or impossible. Product managers are able to communicate the changes effectively both inside and outside of the organization.

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

NobelBiz

JANUARY 3, 2024

Check out our latest webinar episode Fireside Chat: 2023 Contact Center Industry Recap & Future Projections Pro Tips for Understanding 2023’s Industry Landscape and Predicting Trends in 2024. Advanced AI Integration: Beyond Customer Service Artificial Intelligence (AI) is no longer a novelty in call centers.

Call Center 105

Call Center Trends Contact Center Contact Center Software 105