ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. So what exactly do call centers do? What does a call center do?

Call Center 52

Call Center Technology Contact Center Net Promoter Score 52

Talkdesk

JANUARY 2, 2020

As defined by Gartner, the four pillars for great customer service are: Getting Connected: channel-less architected design to create journeys. ” According to Gartner: “By 2022, CCaaS will be the preferred adoption model in 50% of contact centers with more than 750 agents, up from approximately 10% today.

Customer Service 66

Customer Service Contact Center 2025 Competitive Advantage 66

CSM Magazine

APRIL 18, 2023

What is more, be mindful that other parts of the business such as HR and marketing are increasingly interested in workforce data, call recordings, transcripts, and customer sentiment scores to drive effective recruitment or sales strategies.

Contact Center 52

Contact Center Call Recording Customer Expectations Customer Centricity 52

Avaya

AUGUST 24, 2016

In pursuit of this goal, Common has been a long-time user of Avaya IP Office ™ with Avaya Contact Center Select. Tools include recording, quality management, call monitoring, coaching, e-learning, and full reporting services. –supporting our long-term focus on regulatory compliance and business security.

Call Recording 47

Call Recording Contact Center E-support Return on Investment 47

Talkdesk

APRIL 21, 2020

As a contact center agent, you can be the first and only contact point for customers seeking help, which is why maintaining a high level of etiquette is imperative. These simple tips will go a long way in interacting with the caller in a positive and professional manner. This will instill confidence.

Customer Experience 58

Customer Experience Contact Center Call Recording Call Center 58

UJET

DECEMBER 17, 2020

Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced NLP machine learning. Without advanced NLP, customers are more likely to get stuck in an unresponsive interactive voice response (IVR) menu.

Virtual Agent 72

Virtual Agent E Commerce Contact Center E-support 72

UJET

DECEMBER 17, 2020

Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced NLP machine learning. Without advanced NLP, customers are more likely to get stuck in an unresponsive interactive voice response (IVR) menu.

Virtual Agent 72

Virtual Agent E Commerce Contact Center E-support 72

NICE inContact

JANUARY 24, 2019

This same rule applies when people call into your contact center. . And if you think that more people are contacting you via your digital channels instead of calling you, think again. So to ensure you are providing the service your customers demand, you need to effectively manage your call queue. .

Contact Center 60

Contact Center E-support Call Center Omnichannel 60

Stella Connect

MARCH 5, 2018

Enter Stella Connect. Immediately after every service interaction, RevZilla customers receive personalized, agent specific Stella Connect feedback requests. Using Stella Connect to Drive Front-line Performance. RevZilla’s QA program involves managers reviewing 20 customer interactions per Gear Geek per week.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Stella Connect

MARCH 5, 2018

Enter Stella Connect. Immediately after every service interaction, RevZilla customers receive personalized, agentspecific Stella Connect feedback requests. Using Stella Connect to Drive Front-line Performance. RevZilla’s QA program involves managers reviewing 20 customer interactions per Gear Geek per week.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Talkdesk

MAY 3, 2017

The mission of AppConnect is to allow Talkdesk customers to add more tools to their contact center stack without any hassle. Below is a list of AppConnect launch partners; all of these apps are available for a free trial, so if you see something you like, add it to your contact center and starting measuring the impact today.

Contact Center 40

Contact Center Call Recording Call Center Return on Investment 40

Avaya

JANUARY 26, 2018

To ensure fairer, safer and more efficient financial markets, MiFID II now requires firms to record communications (both phone and electronic) for the following investment services: Reception and transmission of orders. To complete a thorough review of your current MiFID II processes, connect with Avaya.

2004 51

2004 White Paper Financial 2008 51

Kustomer

AUGUST 8, 2022

If companies gathered the data with an understanding of how to use it, they will be able to make a continuous improvement around the actual engagement, the interaction that’s happening with the customer. With that in mind, Richards also shares the important notes that must be hit to make the interaction effective.

Customer Service 98

Customer Service Call Center Contact Center Measurement 98

Magellan Solutions

OCTOBER 18, 2022

This is because most contact centers have their own list of available numbers they can call. A telesales or telemarketing call center can be a highly useful technique for small firms because it delivers many of the same advantages in terms of direct client contact while taking up less time and money.

Call Center 81

Call Center Advertising Sales Call Recording 81

Talkdesk

SEPTEMBER 27, 2017

The ability to have intelligent, personalized conversations with customers is the reason we at Talkdesk are equipping agents with a smarter contact center platform. Likewise, in a world of unpredictable connectivity, it’s common for customers to suddenly lose service and need to call back into your contact center.

Call Recording 40

Call Recording Contact Center Call Center 2016 40

Talkdesk

NOVEMBER 25, 2020

There will be a rise in customer interactions throughout the entire buyer’s cycle. Here are three tips on how to scale your contact center for the seasonal rush. Agents can make and receive phone calls directly from their browser on any device alongside contextual information about the customer. But how can they do it?

Contact Center 101

Contact Center Call Recording Omnichannel Technology 101

Stella Connect

JANUARY 31, 2018

First, customers’ repeated attempts to resolve issues drive up contact center costs. Say you ha ve a team of 100 contact center agents fielding 50 calls per agent per day at a cost of $5.00 per call, for a total of 1.25 million contacts per year.

Metrics 40

Metrics Customer Service Contact Center NPS 40

UJET

DECEMBER 9, 2021

Contact center employees are extremely important to the overall success and health of businesses. They’re the front line of customer interactions, and often the only people your customers will ever interact with. When contact center employees aren’t performing their best, the customer experience declines.

Contact Center 72

Contact Center 2022 Call Center Metrics 72

Talkdesk

MAY 6, 2020

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs. One “throat to choke” for all service issues.

Contact Center 80

Contact Center 2010 Competitive Advantage Call Recording 80

Kustomer

JULY 16, 2020

If companies gathered the data with an understanding of how to use it, they will be able to make a continuous improvement around the actual engagement, the interaction that’s happening with the customer. They spend a lot of time listening to dead air or calls that really are not scorable or coachable anyway.

Customer Service 52

Customer Service Call Center Contact Center Sales 52

Kustomer

OCTOBER 31, 2018

Kustomer is partnering with Amazon Web Services to deliver next-level omnichannel support and experience for enterprises and contact centers. Kustomer’s integration with Amazon Connect seamlessly pulls AWS’s robust technology into a single convenient timeline view. Personalized IVR Experience.

Contact Center 68

Contact Center Connections Webinar Omnichannel 68

BirdEye

DECEMBER 26, 2023

Your business’s success critically depends on customer experience, and ensuring quality in customer interactions immensely boosts the experience. Studies suggest that 30% of business phone calls go unanswered. You can use VoIP on computers, tablets, smartphones, and other VoIP-enabled devices to make and receive calls.

Call Recording 109

Call Recording Communication Connections Multi-Channel 109

BirdEye

MARCH 1, 2024

Who needs a business call forwarding service? Call forwarding service is necessary for businesses that handle a high volume of customer interactions, have teams spread across multiple locations , have employees traveling for meetings , and face issues managing customer calls.

Customer Service 57

Customer Service Multi-Channel Call Recording Social Media 57

Magellan Solutions

DECEMBER 10, 2019

Regardless of the channel and the type of customer service you need, whether it is voice or non-voice function, contact centers got your back! . In fact, based on a survey commissioned by RightNow and conducted by Harris Interactive , 73% of consumers trust a brand that has friendly customer service representatives.

Customer Service 98

Customer Service Contact Center Multi-Channel Social Media 98

UJET

JULY 7, 2020

30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Instead, contact center professionals should look for a solution that’s been developed as a single platform from the beginning or has tight out-of-the-box integrations.

Engagement 106

Engagement Contact Center Call Recording Metrics 106

UJET

JULY 7, 2020

30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Instead, contact center professionals should look for a solution that’s been developed as a single platform from the beginning or has tight out-of-the-box integrations.

Engagement 96

Engagement Contact Center Call Recording Metrics 96

Kustomer

JANUARY 14, 2021

Understanding every aspect of each customer interaction can help companies better serve their audience by better adapting to their wants and needs. Educating the customer, using focus groups, user testing, etc, can all help to lessen the amount of upset customer interactions, further benefiting the brand name. Tell us a little more.

Multi-Channel 81

Multi-Channel Contact Center Customers Sales 81

Talkdesk

OCTOBER 29, 2020

Yet, less than half of these professionals are equipped with mobile-ready tools, which significantly limits their ability to connect with the people, systems and information they need to work efficiently and effectively. Moreover, they want problems solved in a single interaction.

Insurance 50

Insurance Net Promoter Score Telecommunications Call Center 50

UJET

MAY 19, 2020

With an internet browser and steady WiFi connection, agents can access all the tools they need to service customers no matter where they are. Interactive Training. Instead of this style of onboarding, supervisors and Human Resources should use interactive training. Call Recording, Monitoring, and Reporting.

Call Recording 82

Call Recording Document Interaction Demo 82

Avaya

JUNE 18, 2018

Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades. Each interaction is critical and contributes to the overall lifetime customer experience that drives engagement, value and loyalty. Leverage Data from Customer Interactions.

Contact Center 40

Contact Center 2018 Competitive Advantage Call Recording 40

UJET

MAY 19, 2020

With an internet browser and steady WiFi connection, agents can access all the tools they need to service customers no matter where they are. Interactive Training. Instead of this style of onboarding, supervisors and Human Resources should use interactive training. Call Recording, Monitoring, and Reporting.

Call Recording 72

Call Recording Document Interaction Demo 72

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Speech Analytics – Transcribe and analyze 100 percent of recorded calls to help surface valuable intelligence.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

Pointillist

MARCH 1, 2019

Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years.

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

Pointillist

MARCH 1, 2019

Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40

Avaya

MAY 20, 2019

Call recording? 1 in the global contact center systems market and Verint a recognized global leader in Workforce Engagement ). Virtual assistants, for example, can help siphon off repetitive, tedious and time-consuming interactions so that when agents do handle interactions they more complex and interesting in nature.

White Paper 11

White Paper Net Promoter Score Marketing Contact Center 11