Taylor Reach Group

SEPTEMBER 29, 2020

The path to contact center modernization has never been straightforward when it comes to its navigating technology infrastructure. Costly,” “crowded,” and “confusing” are how business owners typically describe the process of selecting the right platforms to power their center. Customer Relationship Management (CRM).

Contact Center 85

Contact Center Artificial Intelligence CRM Net Promoter Score 85

Hodusoft

MAY 24, 2022

Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. What are cloud-based contact centers?

Contact Center 98

Contact Center Finance Omnichannel Customer Relationship Management 98

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. An era where small and medium-sized businesses could provide similar customer service as their larger counterparts. What is CCaaS?

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

DMG Consulting

AUGUST 31, 2021

Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement. The pressure is on for enterprises to improve their customer experience (CX). Investing to enhance contact centers is an excellent and overdue first step. Getting Service Back on Course.

Contact Center 59

Contact Center Technology Technology Net Promoter Score 59

Hodusoft

NOVEMBER 17, 2021

The ultimate guide to the omnichannel contact center software. Modern consumers are technologically inclined and driven by efficiency. Customer care executives should be able to give them the service they anticipate. What is an Omnichannel Contact Center? Omnichannel vs Multichannel Contact Centers.

Contact Center 98

Contact Center Omnichannel Social Media Artificial Intelligence 98

Hodusoft

OCTOBER 26, 2021

Why should you move from Legacy PBX to Modern Contact Center Software? The one point every business harping upon over the last two years unanimously is customer experience. With innovation, technological advancement, and increasing expectations of customers, modern contact center software has become imperative.

Contact Center 98

Contact Center Omnichannel Artificial Intelligence Machine Learning 98

Fonolo

MAY 17, 2017

Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. 10 Contact Center Technologies You Should Know. Essential Contact Center Technology.

Contact Center 70

Contact Center Technology Technology CRM 70

Hodusoft

AUGUST 2, 2023

Cost Per Call : A Key Metric for Your Contact Center Have you ever wondered how much money you spend to handle a single call? Cost per call is one of the most important metrics for contact centers. Factors that affect the cost per call How to calculate the cost per call in a contact center?

Contact Center 52

Contact Center Technology Technology Construction 52

Hodusoft

MARCH 1, 2021

Over a period of time, contact centers have evolved drastically. Customer satisfaction has become a key priority for businesses. They are making all the possible efforts to augment the customer experience so that they can build a loyal customer base and enhance their business growth. How Integration Takes Place?

Contact Center 98

Contact Center CRM Start-ups Customer Relationship Management 98

Hodusoft

MAY 1, 2023

HoduCC Contact Center Software Wins 2023 UC Product of the Year Award Sometimes, an award is more than just a recognition or honor. HoduSoft’s HoduCC contact center software winning the TMC’s 2023 Unified Communications Product of the Year Award shows the power of teamwork. What’s TMC’s 2023 UC Product of the Year Award?

Contact Center 52

Contact Center Innovation Social Media CRM 52

DMG Consulting

JANUARY 7, 2022

IVAs: Using AI to Serve Customers and Contact Centers. Intelligent virtual agents (IVAs) represent the future of omnichannel self-service, a new standard of voice and digital self-service in a channel-optimized format. Real-time analytics encompasses a highly diverse group of technologies and applications.

Contact Center 48

Contact Center AI Artificial Intelligence Machine Learning 48

Ameyo Callversations

JUNE 28, 2022

If you are struggling to keep up with the customer communication needs of your business, the chances are that your communication stack is the reason that holds you back. This is where switching to a hosted contact center can make a significant difference. Is a Hosted Contact Center and Call Center the Same Thing?

Contact Center 52

Contact Center Omnichannel AI Sales 52

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases Future Contact Center Outlook, 2025 – 2040. About DMG Consulting LLC.

Outlook 62

Outlook Contact Center Artificial Intelligence Text Analytics 62

DMG Consulting

DECEMBER 7, 2021

Contact Center Transformation: The Next Act. The contact center world is in the early days of a true metamorphosis, one that is going to impact all aspects of these service departments: people, process and technology. It’s Time to Transform. It’s Time to Transform.

Contact Center 48

Contact Center Artificial Intelligence CRM Customer Relationship 48

DMG Consulting

JUNE 11, 2019

Three Pillars of AI for Contact Centers. Artificial intelligence (AI) is a very broad concept and set of technologies, which must be targeted to a specific challenge in order to be effective. The first of the three AI pillars is a grouping of technologies that allow organizations to understand what customers are saying.

Contact Center 67

Contact Center AI Machine Learning Artificial Intelligence 67

DMG Consulting

NOVEMBER 1, 2021

Cloud-Based Contact Center Infrastructure Solutions Deliver on Their Promises. Cloud-based contact center infrastructure (CBCCI) vendors have hit their stride by giving enterprises what they want – the agility to meet the dynamic omni-channel needs of their customers on an inbound and outbound basis.

Contact Center 48

Contact Center Customer Relationship Management Engineering CRM 48

Hodusoft

MAY 17, 2024

If you are in the call center or contact center industry, you must have come across the term at least once. Benefits of CTI Types of CTI Technology Features of CTI How to Handpick the Right CTI? They can access essential call management functionalities and customer information, which helps them reduce manual errors.

Contact Center 52

Contact Center CRM Compliance Customer Relationship Management 52

Fonolo

NOVEMBER 3, 2022

Whatever the size of your contact center, there will likely come a time when you notice your numbers slipping and employees losing steam while their productivity fizzles. Start Creating a Call Center Improvement Strategy. It’s time to dig into the current state of your contact center. Average handle time.

Contact Center 128

Contact Center Net Promoter Score Start-ups Customer Relationship Management 128

Hodusoft

JULY 16, 2021

Call Center and Contact Center Software Difference Complete Guide. Customer service is an integral part of the business. In the time of online retail and social media, most businesses realize the hidden value in customer service and its positive correlation to business success.

Contact Center 52

Contact Center Social Media CRM Omnichannel 52

Intercom, Inc.

MAY 13, 2022

In every business and industry, customers will have questions or need support before, during, and after a sale. Call centers have historically been a popular way to offer that support by employing customer service representatives to assist both inbound and outbound queries from existing and potential customers over the phone.

Contact Center 118

Contact Center Social Media Omnichannel Customer Relationship Management 118

Fonolo

FEBRUARY 14, 2023

FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout. Best Processes to Automate in Your Contact Center The rise of AI and machine learning has dramatically – and suddenly – increased the number of call-center processes that can benefit from automation.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. Read on for an introduction to call center automation, plus our top software picks!

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. MEDIA ALERT.

Contact Center 48

Contact Center Innovation Customer Relationship Management Technology 48

DMG Consulting

SEPTEMBER 13, 2021

The Business Case for Making Contact Center Applications Standard Employee Productivity Tools. Every employee plays a role in delivering an outstanding customer experience (CX), whether in direct contact with customers or supporting customer-facing co-workers. Sep 3, 2021 Donna Fluss.

Contact Center 48

Contact Center Artificial Intelligence Entertainment CRM 48

Fonolo

APRIL 6, 2021

Don’t let your business fall short when it comes to delighting customers with great customer service. Every time a customer interacts with one of your sales associates or call center agents, the outcome will impact how shoppers perceive your retail brand. Upsell products that match a customer’s need.

Retail 126

Retail Customer Service Sales Contact Center 126

Fonolo

MAY 6, 2021

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. One of the most talked about in recent years is the Visual IVR, for its hugely positive impact on customer experience. Six Crucial CX & Contact Center Trends That Will Shape 2021.

CX 132

CX Contact Center Omnichannel Customer Relationship Management 132

Taylor Reach Group

MAY 30, 2017

It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. In this post, I want to focus on trends that are already starting to ‘bite’ in Call and Contact Centers. . . .

Contact Center 71

Contact Center Artificial Intelligence Customer Journey Map AI 71

DMG Consulting

OCTOBER 6, 2023

Generative AI is ideal for service organizations due to its ability to create content in response to inquiries. Contact center and customer service technology vendors are applying generative AI to enhance their solutions, speed up implementation, and improve the accuracy of their findings.

AI 59

AI Contact Center Artificial Intelligence Omnichannel 59

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. My Customer Service Master Class might be a good fit for training on soft skills.

Contact Center 62

Contact Center Predictive Analytics Artificial Intelligence CRM 62

Shep Hyken

DECEMBER 9, 2022

He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success. And in today’s digital age, customer service is now more important than ever before. What do customers expect from contact centers? .

Contact Center 108

Contact Center Sales Omnichannel CRM 108

DMG Consulting

MAY 3, 2019

Question: We’re considering the addition of intelligent virtual agent capabilities to provide 24/7 customer service. How can we confirm they will provide the same information as our contact center agents?

Contact Center 59

Contact Center Artificial Intelligence Compliance Customer Relationship Management 59

CommBox

MAY 11, 2022

Customer service. Because keeping your customers happy isn’t just good for your karma. A whopping 93% of customers will make repeat purchases from companies that offer excellent service, while 83% feel more loyal to brands that respond to – and resolve – their complaints. Contact Form. Knowledge Base.

Customer Service 98

Customer Service Artificial Intelligence Omnichannel CRM 98

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In fact, it’s such a huge deal for customers today that it has overtaken price and product as the key brand differentiator.

Contact Center 83

Contact Center Artificial Intelligence Omnichannel Machine Learning 83

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych.

Customer Service 182

Customer Service Start-ups Education Gaming 182

CSAT.AI

OCTOBER 13, 2020

This updated Don’t Diss the Tech article includes how attitudes toward AI have evolved during COVID-19 along with the quotes from Shep Hykin and Jeremy Watkin about best uses of AI in customer service that still have value today. Interactions LLC conducted customer surveys in 2020 that revealed general support for AI and robotics.

AI 52

AI Customer Service Machine Learning Artificial Intelligence 52

DMG Consulting

AUGUST 2, 2017

In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs)), email, chat, co-browse, SMS, social media and video.

Contact Center 96

Contact Center Social Media CRM Customer Relationship Management 96