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

Talkdesk

MAY 12, 2020

“The integration to Salesforce was literally a five-minute process to load it onto our system and had an immediate impact on contact center performance and efficiency,” said Vince King, director of corporate setters and operations, Ion Solar.

Contact Center 79

Contact Center Hospitality Travel Customer Expectations 79

Talkdesk

FEBRUARY 4, 2021

Talkdesk and Salesforce know that every interaction matters in acquiring and supporting your customers. Customers are contacting companies more and expecting a higher level of service. The AppExchange empowers businesses to extend the functionality of Salesforce across every department and industry.

Contact Center 68

Contact Center Omnichannel 2016 Touchpoint 68

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

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

Talkdesk

MARCH 23, 2021

Transform your Technical Support to Boost Productivity and Deliver Dynamic Engagements Across any Channel Talkdesk brings the industry’s best cloud contact center together with Salesforce Service Cloud to give your organization everything you need to manage the complex support process.

Contact Center 66

Contact Center Omnichannel Engagement Management 66

Playvox

SEPTEMBER 19, 2022

Whether you work in what is called a contact center, customer support center, or customer experience center, you likely always need to figure out how to do more with less. This latest development, a result of integrating our Prodsight acquisition into our Quality Management platform, is just step one in this journey.

Management 80

Management Net Promoter Score Contact Center Demo 80

Call Experts

OCTOBER 12, 2023

According to Salesforce , 83% of consumers expect to reach someone immediately when calling a company. Call Experts, a leader in call center solutions, understands the importance of the phrase, ‘I need to speak to someone.’ Advanced Technology Integration We leverage state-of-the-art technology to enhance call routing.

Customer Satisfaction 105

Customer Satisfaction Connections Exceptional Customer Service Technology 105

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. The experience a company provides is as important as its products or services, as confirmed in a study by Salesforce of nearly 17,000 consumers worldwide.

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

CSM Magazine

JUNE 29, 2023

Memo Group , the leading Belgian contact centre specialists, today announced their partnership with Sabio Group , a global customer experience (CX) solutions provider, to support the implementation of their Twilio Flex solution. ” The partnership between Memo and Sabio will bring significant benefits to both organisations. .

Contact Center 52

Contact Center Omnichannel Consulting Customer Journey 52

Talkdesk

MARCH 12, 2020

As customer expectations evolve, so does the contact center. Director of Technology Enablement at Humach , Jennifer Lundberg, knows what it takes and shares how Humach, a cloud-based customer experience solutions provider, relies on Talkdesk® to deliver seamless, effortless and immediate customer sales and service support.

Omnichannel 60

Omnichannel Customer Journey Contact Center Management 60

Talkdesk

APRIL 28, 2020

Grounded with an inflexible and unreliable on-premises system, TAP Air Portugal sought a scalable cloud solution it could depend on to provide an outstanding customer experience. As such, TAP Air Portugal has plans to deploy our cloud-native system in its remaining contact centers throughout 2020 for a total of 500 agents.

Airlines 64

Airlines Contact Center Hospitality Travel 64

Call Experts

APRIL 8, 2024

According to Salesforce , 83% of consumers expect to reach someone immediately when calling a company. Call Experts, a leader in call center solutions, understands the importance of the phrase, ‘I need to speak to someone.’ Advanced Technology Integration We leverage state-of-the-art technology to enhance call routing.

Customer Satisfaction 52

Customer Satisfaction Technology Connections Exceptional Customer Service 52

Talkdesk

JANUARY 3, 2020

Looking to ramp its customer support system and make it a competitive advantage in the travel industry, Weekendesk chose Talkdesk Enterprise Cloud Contact Center. The cloud-based architecture of Talkdesk’s platform allowed for seamless integration with Salesforce, as well as great reporting capabilities and security compliance.

Return on Investment 62

Return on Investment Competitive Advantage Travel Contact Center 62

Talkdesk

OCTOBER 23, 2019

Talkdesk Enterprise Cloud Contact Center will enable John Paul’s 700 agents worldwide to provide an exceptional customer experience to its clients and members. Find out why Talkdesk customers recommend Talkdesk Learn how Talkdesk can help with your contact center needs. Want to learn more? .

Contact Center 56

Contact Center Events Innovation Loyalty 56

Calabrio

JULY 28, 2020

Christine Kolbeson is Senior Manager of Business Operations at Rackspace, a leading provider of expertise and managed services across all the major public and private cloud technologies. The organization has 4 contact centers employing 1600 agents handling calls, chats, and tickets. Reduced queue backlogs by 41 percent.

Net Promoter Score 80

Net Promoter Score Contact Center 2019 Measurement 80

Talkdesk

AUGUST 26, 2019

Bring your ACD to the cloud to enjoy the digital transformation. We’ve written about what to know about Automatic Call Distributors , but times change and so do contact center’s needs and customers’ expectations. Wouldn’t it be useful to integrate with other management systems that would reduce the workload?

Call Center 65

Call Center Customer Experience Contact Center Social Media 65

Talkdesk

OCTOBER 15, 2020

Hiring an all-star team of remote contact center agents is the secret sauce behind any effective win-back campaign. Win back your clients by making sure that call center agents are performing at their best, giving them the right kind and amount of training without sacrificing ramp-up speeds. Arm your agents with the right tools.

Contact Center 67

Contact Center Banking Call Center Financial 67

Kustomer

JANUARY 7, 2024

And we give them a lot of credit — over the years, Intercom has evolved into an innovative customer service software with all the bells and whistles, offering best in class tools like real-time chat support, proactive messaging, guided product tours, resolution bot, omnichannel support and tons of integrations.

2024 97

2024 E Commerce E-support Social Media 97

ShepHyken

APRIL 8, 2022

This week, we feature an article by Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise. He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. Colossal Shift in the Retail Industry.

Retail 75

Retail Customer Experience Contact Center Omnichannel 75

NICE inContact

JULY 5, 2019

I’ve just returned from Las Vegas where I attended my first visit ever to Customer Contact Week – it’s the world’s largest customer contact event, in its 20th year. This was a great opportunity to meet customer service leaders from all over the world and hear what they are up to “on the frontlines” in their contact centers.

Contact Center 55

Contact Center Omnichannel Demo Innovation 55

Talkdesk

FEBRUARY 21, 2020

Having a clear view, accurate results and predictive insights over the performance of its contact center is a crucial piece of any organization’s strategy.

Contact Center 61

Contact Center Metrics Innovation Insights 61

ProProfs Chat

DECEMBER 22, 2020

In the 70s and 80s, call centers were treated as a sales tool by large enterprises where agents would call up the consumer to sell a product. This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. Challenges Faced by Contact Centers.

Contact Center 86

Contact Center Call Center Connections Customer Satisfaction 86

Answer Dash

SEPTEMBER 19, 2018

It’s been an interesting quarter in the contact center technology space. Salesforce announced that Desk.com is going away in March 2020 and they’re moving customers to Service Cloud Lightning. Salesforce announced that Desk.com is going away in March 2020 and they’re moving customers to Service Cloud Lightning.

Contact Center 61

Contact Center Omnichannel Technology 2020 61

eGain Blogs

OCTOBER 19, 2021

Configure bulk re-skilling actions using dynamic business logic and schedule them for Cisco CCE contact centers. For clients who are considering a move to Amazon Connect, migrating from their legacy contact center platforms, this ensures a seamless measure and manage experience across their legacy and cloud contact center stacks.

Contact Center 52

Contact Center Call Center Customer Engagement Webinar 52

NICE inContact

NOVEMBER 17, 2016

Have you ever wondered what happens in your Contact Center when lightning strikes? What we do want to share with you is a preview of what will happen in the Salesforce universe when Lightning strikes and why, contrary to the real world, you have good reason to actually WANT it to strike – the sooner, the better!

Contact Center 80

Contact Center Blog Interaction Consumers 80

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. So, what comes next?

Customer Care 74

Customer Care 2018 Contact Center 2013 74

ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. Call center technology refers to these different software and hardware tools used to run a call center. Call center technology refers to these different software and hardware tools used to run a call center.

Call Center 52

Call Center Technology Contact Center Net Promoter Score 52

Avaya

JUNE 22, 2017

The stage is set for Avaya customers and channel partners to see the future of customer experience (CX) at Call Center Week held at the Mirage Resort in Las Vegas, June 28-29. And Call Center Week will be no different: See live demos of world class customer engagement software and services. Avaya and Salesforce Global Partnership.

Call Center 51

Call Center Contact Center Customer Experience Customer Journey Mapping 51

GetFeedback

AUGUST 16, 2018

And when you integrate NPS with Salesforce , you can examine customer feedback against other valuable customer data.). Learn more about GetFeedback for Service Cloud. Contact Volume by Channel. Why is Contact Volume by Channel important? Self-Service Metrics. Knowledge Base Bounce Rates and Time on Page.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

ViiBE Blog

MAY 3, 2023

ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? In the B2B sector, when heavy machinery or energy assets require service center assistance, it becomes vital – in some cases even the question of life and death – that it is delivered as soon as possible and in the most efficient way.

B2B 52

B2B E-support 2023 2021 52

SurveySensum

FEBRUARY 28, 2024

Integration : No one likes a solo act. Your feedback tool should be the life of the party by seamlessly integrating with other tools your team already loves – think Slack, Google Suite, etc. Upload your contacts, and select their preferred communication channels. Security : Take security seriously!

2024 52

2024 Feedback Demo Social Media 52

SurveySparrow

JUNE 20, 2023

Key Features- Omni channel listening and analytics tools Social listening tool to achieve greater sales success Contact center quality management software Custom pricing Pros Cons AI based data analysis Crosstab functionality Multi-channel surveys Pricing structure can be a little high for those on a budget 3.

2023 52

2023 Multi-Channel Document Feedback 52

Talkdesk

APRIL 27, 2020

Struggling with a rigid, premises-based system that was too costly and time-consuming to customize, Advisors Excel chose Talkdesk® Enterprise Cloud Contact Center to immediately move their operations to the cloud and enable remote work for 700 agents. The company plans to grow by nearly 4x in 2020. Want to know more?

Financial 60

Financial 2020 Contact Center Innovation 60

NICE inContact

AUGUST 11, 2016

Mitchell has utilized inContact’s cloud solutions for over six years helping them achieve their goal to create seamless customer experiences. By having an integration between inContact and Salesforce , their Customer Relationship Management (CRM) solution, Mitchell’s service teams know the customer immediately.

Customer Satisfaction 51

Customer Satisfaction Contact Center Insurance Customer Relationship Management 51

Talkdesk

MARCH 13, 2020

EF English Live’s contact center, located in Barcelona, supports customers throughout Europe and the Middle East, making and receiving around one million calls every year. When looking for a new contact center solution, call quality was the leading factor moving forward.

Contact Center 52

Contact Center Culture Information Interaction 52