NICE inContact

JULY 12, 2016

Beyond the understanding of what the data insights of WFO can do, it is important to translate the functionality into results. The only question remaining is from what platform should the WFO solution operate? The post Sell the Value of Data Insights to the C-Suite appeared first on inContact Blog.

Insights 48

Insights Contact Center Return on Investment ROI 48

NICE inContact

AUGUST 13, 2019

What if I don’t have historical data? Although it doesn’t happen too often, there are instances where there is absolutely no historical data to use, like when a contact center implements both ACD and WFM for the first time simultaneously. Forecasting is a critical component of a call center’s workforce management program.

Contact Center 54

Contact Center Management Average Handle Time Metrics 54

NICE inContact

AUGUST 13, 2019

What if I don’t have historical data? Although it doesn’t happen too often, there are instances where there is absolutely no historical data to use, like when a contact center implements both ACD and WFM for the first time simultaneously. Forecasting is a critical component of a call center’s workforce management program.

Contact Center 54

Contact Center Management Average Handle Time Metrics 54

NICE inContact

OCTOBER 29, 2018

What does this have to do with contact centers? As we have seen, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. What direction are your key KPIs trending? What to consider beyond the basics of ACD, IVR and reporting. But how often does it go down?

Contact Center 48

Contact Center White Paper Call Center Omnichannel 48

Magellan Solutions

AUGUST 5, 2022

That is some good decision making there, but what’s next then? But before that, let’s explore further what does it mean to outsource. What are you getting into and what should you understand first. What are you getting into and what should you understand first. Outsourcing Checklist: What You Need to Check?

2013 40

2013 Call Center Innovation Banking 40

SaleMove

JULY 29, 2019

This is the first installment of a blog series that examines the trends driving the transformation, reviews how people work in today’s contact center, and explores what you should do now to staff the contact center of tomorrow. Start Swimming. “ You better start swimmin’ or you’ll sink like a stone.”

Contact Center 40

Contact Center Sports Metrics Social Media 40

NICE inContact

NOVEMBER 26, 2018

First generation ACDs (Automatic Call Distributors) plus significant global telephony and Internet build-outs of the dot-com age made this technically feasible. Before we jump into the pros and cons of outsourcing your contact center, let’s level-set on a what that means. CONs of Outsourcing your Contact center.

Contact Center 48

Contact Center 2010 Competitive Advantage Call Recording 48

NICE inContact

APRIL 11, 2019

This addressed the needs for the majority of business users, but fell far short of what’s needed by a call center operation. . Automated call distributor (ACD) systems were created to fill this gap in functionality needed by the call center. The post What Is a Hosted PBX (Private Branch Exchange)?

Call Center 54

Call Center Contact Center Reference Connections 54

Calabrio

NOVEMBER 18, 2015

Myth #3: You already know what’s happening. Reality: Leading contact centers gauge the effectiveness of their tools by identifying what metrics can measure performance. Customer engagement and analytics technologies today are ready-made to integrate with your existing infrastructure and ACD, and deployment takes days, not months.

Contact Center 49

Contact Center Net Promoter Score 2014 Customer Satisfaction 49

SaleMove

FEBRUARY 19, 2021

In previous blogs, we discussed how advances in technology – including AI and self-service bots – have transformed the contact center workforce and redefined roles of live human agents and supervisors on the front line, to the back office, and even executive management. This is both a challenge and also an opportunity.

Contact Center 69

Contact Center Customer Centricity Virtual Agent Competitive Advantage 69

Avaya

SEPTEMBER 1, 2016

Over the past few weeks since joining Avaya, many people who know me—and others who don’t—have asked me two very specific questions: What is going on in business communications? We can then begin to ask, with the possibility of knowing: What direction the industry might be headed? What I Know for Sure. Why did you join Avaya?

Communication 44

Communication Contact Center Net Promoter Score Culture 44

Magellan Solutions

SEPTEMBER 6, 2021

You want to make sure you really understand what you are getting into and if it is worth it. What is a Real Estate Virtual Assistant? To understand what a Real Estate VA is, let us define the meaning of VA first. So what is a virtual assistant in real estate ? That is just a waste of time and resources. Cold Calling.

Banking 52

Banking Call Center 2013 Hotels 52

SaleMove

FEBRUARY 19, 2021

In previous blogs, we discussed how advances in technology – including AI and self-service bots – have transformed the contact center workforce and redefined roles of live human agents and supervisors on the front line, to the back office, and even executive management. This is both a challenge and also an opportunity.

Contact Center 52

Contact Center Customer Centricity Virtual Agent Competitive Advantage 52

NICE inContact

NOVEMBER 23, 2018

What does FCR stand for? That contact center’s ACD system can capture the number Suzie calls from. It’s reasonable to assume that an agent knows what they are talking to a customer about. Spend any time around a contact center and you’ll likely hear the acronym FCR. Suzie has a question about her bill and calls customer service.

Measurement 49

Measurement Average Handle Time Call Center Contact Center 49

CSM Magazine

MAY 25, 2022

In his latest blog, Magnus Geverts of Calabrio discusses how to spot the difference between true and fake cloud solutions and why it matters for workforce optimisation (WFO) applications. This pooling of resources is what achieves true cloud agility and scalability. In this scenario, each customer or tenant receives its own server.

User Experience 52

User Experience Customer Satisfaction Financial Management 52

Avaya

APRIL 19, 2019

But they will be very different than what we know today. The World Economic Forum predicts that digital transformation will provide economic value to business and society that will top $100 trillion dollars by 2025. Notice that each of those predictions are within the next few years. Consider the IVR.

Contact Center 70

Contact Center 2025 Webinar Customer Journey 70

NICE inContact

DECEMBER 10, 2018

As you begin your exploration you may encounter unfamiliar terms like “first call resolution” ACD, Erlang calculations, VoIP, PSTN, etc. Help them understand what you need and then let them do the work for you. Help them understand what you need and then let them do the work for you. The technology can seem daunting.

Call Center 48

Call Center Contact Center Omnichannel Management 48

CSM Magazine

FEBRUARY 17, 2021

In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM). The latest analytics tools help contact centre leaders understand the “why” behind the “what” of operations to improve agent and customer experience.

Multi-Channel 52

Multi-Channel Presentation Webinar Technology 52

Magellan Solutions

FEBRUARY 24, 2022

What is Lead Generation Outsourcing? And it all depends on the company and what it needs. . Outsourcing Lead Generation: A Comprehensive Guide for Choosing the Right Provider. Have you ever heard about Lead Generation ? The key to your business’s success is to get good leads. That’s where outsourcing leads come in.

Social Media 40

Social Media B2B B2C Sales 40

Calabrio

NOVEMBER 19, 2015

Wonder what they know that you may not? While an ACD is core to any contact center, our innovative customer engagement and analytics suite is not married to specific hardware. More than 4,000 customers around the globe agree, and they are integrating their solutions at a rate four times the industry average. Hardware hostage.

Contact Center 53

Contact Center Innovation Customer Engagement Engagement 53