NICE inContact

SEPTEMBER 16, 2021

Small business leaders wear a lot of different hats and juggle multiple responsibilities.

Contact Center Software 200

Contact Center Software Contact Center CRM Software 200

InMoment XI

APRIL 24, 2024

In the dynamic landscape of healthcare, where patient care is paramount, the role of healthcare contact centers has emerged as a vital component in ensuring seamless communication and efficient service delivery. What is a Healthcare Contact Center? Why are Healthcare Contact Centers Important?

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Contact Center Healthcare Contact Center Software Insurance 195

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

InMoment XI

JANUARY 10, 2024

Contact centers are not new by any means. As a matter of fact, the first employed call center agents date back to the 1950s. It wasn’t until the turn of the century that these call centers evolved into multichannel contact centers. The future of the contact center lies in the omnichannel contact center.

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Contact Center Omni-Channel Customer Satisfaction Retail 195

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).

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Contact Center CRM Contact Center Software Customer Relationship Management 156

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

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.

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Contact Center Tips Management Contact Center Software 122

NICE inContact

OCTOBER 28, 2016

For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. 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.

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Contact Center Contact Center Software Social Media Exceptional Customer Service 164

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?

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Contact Center Contact Center Software Call Center Omni-Channel 136

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.

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Contact Center CRM Contact Center Software Self Service 24

NICE inContact

AUGUST 2, 2016

A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center. Simply put, these centers provide a human touch and a strong differentiator for the marketplace when deployed correctly. Momentum’s solution portfolio includes: Best-in-class Voice and Contact Center Software.

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Contact Center Contact Center Software Conference Exceptional Customer Service 121

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. At one point in the discussion we polled audience members regarding the average age of their contact center technology solutions.

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Contact Center Contact Center Software First Call Resolution Call Center 140

BlueOcean

NOVEMBER 6, 2019

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. The Cost of Contact Center Infrastructure. Next, let’s look at the physical space that is home to your contact center.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

BlueOcean

JANUARY 23, 2024

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. The Cost of Contact Center Infrastructure Next, let’s look at the physical space that is home to your contact center.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

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. What does this mean?

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Contact Center Contact Center Software Self Service Chatbots 122

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?

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Contact Center Analytics Contact Center Software Resources 120

NICE inContact

OCTOBER 25, 2019

It enable explosive revenue for those partners, its four global contact centers (three are offshore business process outsourcers, or BPOs) were operating separately within an outdated AT&T platform. With CXone, Bridgevine’s contact centers are now unified and have immediate and complete reporting.

Contact Center 121

Contact Center Net Promoter Score Contact Center Software Customer Satisfaction 121

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. million calls and 1.5

Contact Center 120

Contact Center Hotels Guest Experience Groups 120

NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

NobelBiz

MARCH 9, 2021

More and more business owners are choosing contact center software hosted in the cloud to manage their organization. The post What Are The Features Of A Contact Center Software? Whether it's adapting to new work habits, anticipating call peaks, or taking advantage of cloud technologies.

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Contact Center Software Contact Center Software Technology 59

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.

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Contact Center Analytics Technology Multi-Channel 122

Talkdesk

MAY 12, 2020

The latest trend in at-home agent training centers around online, specialized tools that offer hands-on practice with a contact center interface, testing employees’ ability to learn and adapt to a technology they’ll be using daily. Encourage them to introduce their role on the team as well as how the agents can contact them.

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Contact Center Training Tips Call Center 119

NICE inContact

JULY 10, 2018

So how can businesses reap the rewards and achieve the most out of an investment in cloud contact center technology? Firstly, it’s important to have the right software cloud software in place. For the best results, look for a cloud contact center solution with in-built workforce optimization.

Contact Center 24

Contact Center Technology Contact Center Software First Call Resolution 24

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service. What’s driving this move to an ecosystem approach?

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Contact Center Self Service Contact Center Software Virtual Agent 104

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.

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Contact Center Software Contact Center Software Automatic Callback 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. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

ViiBE Blog

AUGUST 11, 2021

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. ViiBE Blog.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NobelBiz

FEBRUARY 21, 2022

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

Calabrio

MARCH 4, 2025

Together, these conversation intelligence functions combine to support customer service and sales teams, such as those in a contact center, with actionable insights on patterns of behavior, opportunities for improvement, and areas of risk.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center. Engagement.

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Contact Center Training Contact Center Software Strategy 79

Education Services Group

JULY 7, 2021

ESG, the leader in Customer Success as a Service® (CSaaS), announced today it has signed an agreement to extend and expand its relationship with a current client, a global leader in the Customer Experience and Call Center Technology space. The post Global Contact Center Software Leader Expands Relationship with ESG appeared first on ESG.

Contact Center Software 52

Contact Center Software Contact Center Software Omni-Channel 52

NobelBiz

OCTOBER 5, 2021

However, it is only possible with strong management from your supervisors, excellent follow-up from your agents, and effective leadership from you as the owner. Being a leader in the contact center industry can be difficult for some and simple for the most experienced owners and directors.

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Contact Center Leadership Training Industry 97

NobelBiz

APRIL 23, 2024

The integration of these diverse channels into a unified platform ensures that all debtor interactions are tracked and managed cohesively, enhancing efficiency and compliance. This is why automation is especially transformative in contact centers. RELATED ARTICLE What is Call Center Compliance?

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Omni-Channel Contact Center Customer Centricity Technology 94

NICE inContact

JULY 17, 2019

It can be daunting to create and scale a team of remote contact center agents. 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.

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Contact Center Contact Center Software Call Center Culture 136

NICE inContact

JULY 2, 2019

It’s all about increasing efficiency in the contact center. But making the transition from a legacy system to more up-to-date call center software doesn’t happen automatically. Then it’s time to make some changes to your existing contact center. 2) Change the mindset of the contact center.

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