Totango

MAY 17, 2024

Economic pressures are compelling companies to rethink their strategies, with a heightened focus on both acquiring new business and nurturing existing customer relationships to drive revenue growth. This juncture is a serendipitous moment for AI to take a prominent role in how businesses drive growth and accelerate impact for customers.

Innovation 96

Innovation Call Recording Government Customer Success 96

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

Playvox

APRIL 21, 2023

First, it’s important to understand the difference between multichannel and omnichannel customer service centers. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed.

Omnichannel 95

Omnichannel Customer Experience Contact Center Social Media 95

Talkdesk

OCTOBER 29, 2020

Customers now expect a differentiated, consistent, personalized and fast CX that is always accessible — whether they’re interacting with a customer service representative, a sales associate, a service technician or any other employee at your company. Moreover, they want problems solved in a single interaction.

Insurance 50

Insurance Net Promoter Score Telecommunications Call Center 50

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. How Call Center Performance Management Improves Customer Experience When a customer reaches out to your contact center for help with an issue, what do they expect?

Call Center 43

Call Center Management Average Handle Time Contact Center 43

NICE inContact

JANUARY 24, 2019

Data-directed routing refines routing decisions based on information such as customer tier, customer lifetime value (CLV), or other customer specific data. . Analytics-based routing analyzes interaction content to determine language, sentiment, or topic, and matches customers to the most appropriate agent. .

Contact Center 60

Contact Center E-support Call Center Omnichannel 60

Kustomer

OCTOBER 31, 2018

Because Amazon Connect’s IVR data-dips directly into Kustomer’s CRM database, contact centers of any size can easily customize their phone trees based on customer information. Once agents accept a call from a customer, they can see the full timeline and history of whoever is calling in.

Contact Center 68

Contact Center Connections Webinar Omnichannel 68