VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Let’s begin!

Contact Center 52

Contact Center Return on Investment ROI Demo 52

CSM Magazine

MARCH 27, 2023

Calabrio , the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market.

Contact Center 52

Contact Center Multi-Channel Management Omnichannel 52

Talkdesk

DECEMBER 10, 2020

With this revolution comes the opportunity for companies in the industry to transform their contact centers into strategic assets. Despite heavy investment in digital products and solutions, keeping customers happy is tough, inspiring CX leaders to reevaluate the contact center as the missing connection in the CX journey.

Insurance 135

Insurance Financial Contact Center Omnichannel 135

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

VDS

MARCH 17, 2023

Customer engagement and contact centers are critical components of any business’s success. As businesses continue to expand and evolve, it’s essential to ensure that the contact center solution you’re using is scalable, efficient, and effective.

Contact Center 52

Contact Center 2025 2023 Multi-Channel 52

Talkdesk

APRIL 13, 2021

Talkdesk offers advanced administrative services to help customers optimize their contact center. 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 Return on Investment Leadership Consulting 133

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Intelligent Contact Routing to Self-Service.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center 2027 Customer Satisfaction 52

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Intelligent Routing to Self-Service.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

CSM Magazine

FEBRUARY 16, 2024

In April 2024, the Las Vegas Convention Center will see the return of the Call and Contact Center Expo. The event is focused on the processes used by call and contact centers, with showcases from over 200 different business representatives along with seminars by over 100 industry experts.

Contact Center 52

Contact Center 2024 Seminar Insights 52

TechSee

OCTOBER 9, 2018

According to a report by Pew Research Center , 85% of Millennials say they use social media. Having grown up with the Information Superhighway, they will attempt to solve issues on their own via google, youtube or other online resource before contacting a company representative for assistance. Cloud-based, omni-channel CRM solutions.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

Talkdesk

SEPTEMBER 4, 2020

Integrating with the next wave of banking technology. Companies are either born on the cloud or have to be re-born on the cloud.” — Sheila McGee-Smith, president and principal analyst, McGee-Smith Analytics. Redefining the competitive landscape. Conclusion.

Banking 114

Banking Contact Center Omnichannel Financial 114

Talkdesk

DECEMBER 23, 2020

Distribution through financial centers: Banks, credit unions and community lenders will receive the applications, review, process and distribute the new tranche of $267.5 Since many banks have shuttered their branches they are leveraging the contact center as their client experience hub.

Banking 126

Banking Contact Center Insurance Omnichannel 126

Oracle

NOVEMBER 20, 2020

Thanks to advanced digital technologies, companies now find themselves in a position to truly transform the contact center customer service experience. Contact centers traditionally have been separate from the main business of companies, which generates problems with contact center customer service performance.

Contact Center 97

Contact Center Technology Customer Service Omnichannel 97

Upstream Works

JULY 16, 2021

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Learn more about our omnichannel contact center solutions here.

Contact Center 78

Contact Center Innovation Call Center Omnichannel 78

CSM Magazine

MAY 23, 2023

Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation. “The future of customer experience lies in true-cloud solutions.

Innovation 52

Innovation Contact Center Customer Centricity Leadership 52

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. Call center leaders realize that the time has come to deliver real measurable value to the enterprise. Aligning business objectives with contact center performance.

Call Center 182

Call Center 2019 Contact Center Customer Experience 182

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center 2022 Omnichannel 2025 79

TechSee

DECEMBER 16, 2020

Today, Salesforce has fully integrated TechSee’s technology on the Salesforce platform as an integral part of their offering. Visual Remote Assistant has been seamlessly embedded within Salesforce Service Cloud and Field Service to deliver real-time, visual remote support. How Visual Remote Assistant works. Acuity Brands.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

Playvox

FEBRUARY 27, 2023

When contact center managers look to decrease overhead, they think first to eliminate manual processes through automation. They also look to consolidate solutions through pre-built integrations. Meanwhile, CX leaders never take their eyes off customer KPIs, such as first contact resolution (FCR), retention, and satisfaction.

Contact Center 75

Contact Center Management Multi-Channel Omnichannel 75

Think Customers

JULY 5, 2023

With thick wildfire-smoke clouds obscuring the New York skyline outside, NICE CEO Barak Eilam shared some cloud wisdom of his own at the recent NICE Interactions conference. Meanwhile, he said, only 20% of CX organizations are on cloud native platforms.

Contact Center 52

Contact Center 2023 Omnichannel Interaction 52

CSM Magazine

APRIL 6, 2023

Calabrio , the workforce performance company, announced the integration of Calabrio ONE with advanced AI (artificial intelligence) systems from OpenAI, a leading AI research and deployment company. Integrations include ChatGPT and GPT-3, with GPT-4 also being evaluated. About Calabrio Calabrio is a trusted ally to leading brands.

Contact Center 52

Contact Center Innovation Customer Centricity Brands 52

Lumoa

APRIL 28, 2024

Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. Qualtrics has been praised for its strong data integration and analysis capabilities.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

CSM Magazine

SEPTEMBER 14, 2023

I am immensely proud of the Calabrio team’s dedication to delivering customers the leading true-cloud, user-friendly product for workforce performance. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.

2023 59

2023 Management Contact Center Customer Centricity 59

Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.

Contact Center 91

Contact Center Omnichannel Call Center Call Recording 91

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification?

Contact Center 82

Contact Center Customer Service Document Average Handle Time 82

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification?

Contact Center 82

Contact Center Customer Service Document Average Handle Time 82

VDS

SEPTEMBER 25, 2023

One solution to keep those teams resilient and adaptable is Genesys Cloud, a powerful customer experience platform designed to future-proof customer service operations. Genesys Cloud provides an all-in-one solution for organizations to manage their customer interactions across various channels in a seamless and efficient manner.

Customer Service 52

Customer Service Customer Service Strategies Contact Center Technology 52

Upstream Works

AUGUST 5, 2021

As momentum continues to build for cloud adoption in the contact center space, the business case for supporting this decision becomes clear. These are a few specific examples of how cloud benefits the contact center and any one of these is sufficient to justify the investment.

Contact Center 78

Contact Center Call Center Omnichannel Customer Journey Mapping 78

Beyond Philosophy

AUGUST 25, 2022

Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. I would add that proactive experiences also save organizations money by preempting a contact at the contact center.

Contact Center 147

Contact Center Hotels Social Media Interaction 147

Talkdesk

OCTOBER 14, 2020

Similarly to 40 years ago , major banks, finance companies and collection agencies are muscling up call centers to respond to the arrears crisis for credit cards, auto loans, student loans and other forms of debt. Now is the time for banks to transition to a more flexible platform offered by cloud solutions.

Banking 105

Banking Contact Center Omnichannel Insurance 105

CSM Magazine

JANUARY 18, 2023

Calabrio is an innovative disruptor in the cloud-first contact center market, across enterprises of all sizes. At Rackspace Technology, Jones led a team that grew the company from $2 billion to $3 billion in annual revenue by building and scaling a public cloud business, introducing new products, and expanding geographically.

Contact Center 52

Contact Center Customer Centricity Leadership Technology 52

Talkdesk

OCTOBER 8, 2020

This is where your contact center strategy plays a crucial role. Embrace the cloud. Many on-premise solutions are very costly to maintain and take a lot of time and money to make changes with minimal integration to best of breed applications. Even in the digital sphere, clients value a personal touch.

Banking 119

Banking Contact Center Virtual Agent Financial 119

CSM Magazine

OCTOBER 24, 2023

Since 2017, Calabrio has honoured nearly 70 companies for their dedication, innovation, and hard work in improving contact centre operations. Converter: Spark The ‘Converter’ , recognising those transitioning their contact centre to the cloud, was awarded to Spark.

Connections 52

Connections Contact Center 2023 Innovation 52

ShepHyken

OCTOBER 29, 2021

She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Cloud-based calling? . CRM integration .

Call Center 77

Call Center Contact Center Omnichannel Interaction 77

Calabrio

JUNE 30, 2020

After months in total or semi-isolation, today’s customers—especially those with less disposable income due to economic shutdowns—have an even greater need to feel heard by the customer service teams they contact. Seamless, integrated, digital-first communications give customers the interaction flexibility they crave. More empathy.

Contact Center 87

Contact Center Omnichannel Connections Communication 87

Talkdesk

MAY 14, 2020

It’s affordable to get started On-premises contact center solutions are usually expensive, complicated to set up and often require regular and costly updates. On the other hand, cloud solutions do not require a heavy entry fee, making the outset stage of the process much easier, cheaper and smoother.

Contact Center 118

Contact Center Hospitality Call Center Travel 118