Calabrio

MARCH 31, 2025

Contact Center AI Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service Share The contact center landscape is undergoing a dramatic shiftone driven by the adoption and innovation of AI. The speed of the shift has been remarkablebut its also far from over.

Contact Center 130

Contact Center Self Service Customer Service Virtual Agent 130

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. What is call center quality assurance?

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Are you able to understand what your customers are telling you?

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

OCTOBER 19, 2023

In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. What is a Contact Center and How Does it Work? 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

Calabrio

MARCH 31, 2025

Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 Luckily, there is: its called contact center gamification. Table of Contents: What is Contact Center Gamification?

Gamification 130

Gamification Contact Center Engagement Call Center 130

InMoment XI

OCTOBER 31, 2024

To show you can further improve the performance of your contact center, fill out the calculator below to discover your business’s ROI using InMoment’s conversational intelligence tools: Calculate your business’s ROI using InMoment’s conversational intelligence tools.

Call Center 195

Call Center Metrics Self Service Effort Score 195

Uniphore

JULY 23, 2021

Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” Jacada's Call Center Life: 2021 Edition.

Contact Center 246

Contact Center Call Center Social Media Employee Experience 246

Retently

OCTOBER 11, 2024

To achieve this, businesses use customer support Quality Assurance software. These tools, often called conversation review or customer support quality management software, help monitor customer interactions, train, and onboard agents, and continuously refine support operations. Here’s how quality assurance works: 1.

Ecommerce 134

Ecommerce Retail Software Customer Service 134

InMoment XI

JULY 25, 2024

The contact center experience can make or break your customer’s overall experience with your organization. What Is a Contact Center Experience? Why is the Contact Center Experience Important? The contact center experience is a crucial part of the overall customer journey.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

eglobalis

MARCH 30, 2025

Enterprise software firms do similarly by embedding feedback widgets inside their SaaS products, so business users can signal satisfaction or frustration during usage rather than in an end-of-year survey. In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center.

Survey 320

Survey Banking NPS Effort Score 320

Comm100

OCTOBER 25, 2021

Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers. In this article, we’ll explain why contact centers need digital transformation, and what steps you need to take to ensure a smooth and successful transition throughout your organization.

Contact Center 246

Contact Center Omni-Channel Knowledge Base Social Media 246

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?

Contact Center 195

Contact Center Healthcare Contact Center Software Insurance 195

InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. What is Contact Center AI? How Does Contact Center AI Work? Will Contact Center AI Replace Call Center Agents? The simple answer is no.

Contact Center 195

Contact Center Virtual Agent e-support Telecommunications 195

InMoment XI

FEBRUARY 8, 2024

As you look to improve your business, consider contact center optimization. What is Contact Center Optimization? Contact center optimization refers to the process of improving the efficiency, effectiveness, and overall performance of a contact center.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

NICE inContact

AUGUST 20, 2020

Selecting contact center software is kind of like choosing a house to buy - you want to get it right because it's a big investment and you know you'll have to live with the decision for a while. The same is true when searching for the best cloud contact center software for your organization.

Contact Center Software 156

Contact Center Software Contact Center Software Omni-Channel 156

BlueOcean

NOVEMBER 11, 2024

As one of three contact center vendors supporting order management for this organization at a global level, we deliver logistics support, change management, and technical documentation. The Client A Multinational IT & Networking Technology Corporation This company has been our client for more than 10 years.

Case Study 177

Case Study Study Contact Center ROI 177

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. And by using software tools, companies can send these surveys out to specific customers based on call type, call queue, call length, customer campaign, and other considerations. ,,, Creating a Web-Based VOC Survey. So, how do you know if customers are pleased with their level of service?

Contact Center 182

Contact Center Analytics Net Promoter Score Effort Score 182

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: .

Contact Center 186

Contact Center Net Promoter Score Average Handle Time Effort Score 186

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.

Contact Center 195

Contact Center Omni-Channel Customer Satisfaction Retail 195

CX Accelerator

MAY 15, 2019

Here at CC Expo, it’s clear that the world of the contact center is at a turning point. New software and solutions are dazzling and daunting in equal measure. As a specialist in Contact Centers, Kaye is passionate about using technology and training to improve experiences for customers and employees alike.

Contact Center 51

Contact Center Customer Service Conference Exercises 51

BlueOcean

SEPTEMBER 30, 2018

The contact center SOW is the framework for your relationship. Below we explore what it takes to build an effective contact center SOW. Lay down the infrastructure/tech responsibilities as well – that includes desktop equipment, software applications, database access, telephony, redundancy solutions, and more.

Contact Center 192

Contact Center Automotive Metrics Roadmap 192

NICE inContact

NOVEMBER 19, 2020

There’s a lot to consider when making the software choice for your contact center. And this is why NICE inContact is especially grateful to be recognized by Frost & Sullivan as the recipient of the 2020 European Contact Center as a Service Competitive Strategy Innovation and Leadership Award.

Contact Center 156

Contact Center Contact Center Software Software Leadership 156

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. Demystifying Contact Center Analytics: More than Just Numbers What are Contact Center Analytics?

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

BlueOcean

JULY 15, 2024

We explore the five biggest challenges of in-house contact centers below. We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing your commitment to your customers.

Contact Center 177

Contact Center Customer Care Measurement Training 177

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. And by using software tools, companies can send these surveys out to specific customers based on call type, call queue, call length, customer campaign, and other considerations. 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

CX Accelerator

FEBRUARY 6, 2019

Of all the effort-reduction pillars, this might be the number one way to enhance customer loyalty from the contact center! We are trying to be more consultative about new software releases."this These are the things that brings a agent from a "fire-fighter" to a helpful knowledge expert.

Contact Center 206

Contact Center B2C Ecommerce Knowledge Base 206

InMoment XI

MARCH 14, 2025

In any call center or contact center, performance is the engine that powers the entire operation. High-performing call centers do a great job at keeping customers satisfied, and theyre highly efficient, reducing operational costs. Analyzing call center performance is the path to improvementbut youve got to do it right.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

NICE inContact

SEPTEMBER 3, 2020

That’s why it’s so important for contact centers to have a performance management process to automatically aggregate raw data from the plethora of different data sources the contact center pulls from.

Contact Center 156

Contact Center Management Software Analysis 156

CSM Magazine

MARCH 27, 2025

If your contact center feels like its constantly busy but your customer satisfaction scores remain low, chances are there are hidden inefficiencies hampering performance. Identifying and reducing these inefficiencies can turn your contact center into a streamlined operation that delivers exceptional support.

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

eglobalis

OCTOBER 21, 2024

This move was seen as an attempt to suppress genuine customer concerns, leading to a backlash that impacted their credibility in the European B2B market​ SAP (B2B, Germany) : SAP was criticized for removing negative feedback about a disruptive software update. This approach strengthened customer satisfaction and trust​.

Social Media 500

Social Media Feedback Engagement Company 500

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

AUGUST 13, 2024

What is Conversation Intelligence Software? Conversation intelligence software represents platforms with conversation intelligence capabilities to analyze conversations from various communication channels. Why is Conversation Intelligence Software Important? Conversation intelligence software goes beyond simply tracking calls.

Software 195

Software Social Media Analytics Return on Investment 195

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. The rate at which contact center technology has evolved accelerated during the pandemic years. She was blunt.

Contact Center 177

Contact Center Industry Average Handle Time First Call Resolution 177

BlueOcean

JULY 15, 2024

We explore the five biggest challenges of in-house contact centers below. We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing your commitment to your customers.

Contact Center 156

Contact Center Customer Care Measurement Training 156