Talkdesk

SEPTEMBER 4, 2020

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. Omnichannel banking: Customer expectations towards digital service are growing fast. Integrating with the next wave of banking technology. Redefining the competitive landscape.

Banking 114

Banking Contact Center Omnichannel Financial 114

Upstream Works

NOVEMBER 4, 2021

When it comes to adopting new technology, contact centers prefer easy transitions with minimal impact on continuity. This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers.

Omnichannel 78

Omnichannel Contact Center Call Center Technology 78

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

Playvox

FEBRUARY 27, 2023

When contact center managers look to decrease overhead, they think first to eliminate manual processes through automation. They also work to lower agent recruiting, onboarding and training costs because these are some of the highest cost areas in the customer service center.

Contact Center 75

Contact Center Management Multi-Channel Omnichannel 75

BlueOcean

APRIL 28, 2020

For most contact centers, work-at-home solutions aren’t new – but WAH has historically been an option, one of the tools available, often deployed in conjunction with brick-and-mortar teams. Will more businesses shift from on premise to cloud solutions? How will omnichannel strategies shift as a result? What about you?

Contact Center 156

Contact Center Culture Omnichannel Customer Care 156

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

Upstream Works

SEPTEMBER 30, 2021

The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. Here are some implications for contact center leaders to consider in making the right buying decisions.

Contact Center 78

Contact Center E Commerce Omnichannel Social Media 78

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

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. But delivering empathetic communications via omnichannel communications indeed can be done. Seventy percent of U.S.

Contact Center 87

Contact Center Omnichannel Connections Communication 87

Magellan Solutions

DECEMBER 12, 2023

They may order through an app or a website but choose SMS or live chat to get order updates and contact customer service. And that is what omnichannel support is all about. It gives customers multiple contact options, including chat, phone calls, email, and social media, and they expect to receive consistent and friendly assistance.

Customer Experience 52

Customer Experience Social Media Omnichannel Customer Relationship Management 52

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. The bar is consistently rising for a truly seamless omnichannel borrower experience. .

Banking 105

Banking Contact Center Omnichannel Insurance 105

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

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

CSM Magazine

AUGUST 30, 2023

Waterfield Tech, a leading global customer engagement solutions provider, today announced it was named Avaya North America Partner of the Year for State, Local, and Education (SLED). “Waterfield Tech plays an integral role as a trusted advisor to our shared customers’ unique cloud journeys. .

Chief Customer Officer 52

Chief Customer Officer Contact Center Innovation Omnichannel 52

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

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

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

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. This is often termed an omnichannel approach.

Retail 73

Retail Customer Experience Contact Center Omnichannel 73

CSM Magazine

DECEMBER 10, 2021

The AWS Partner Awards also recognize AWS Partners whose business models continue to evolve and thrive on the AWS Cloud as they work with customers. ” With a legacy of over 40 years in the contact center environment, VoiceFoundry’s expertise is focused on the Amazon Connect portfolio of services. .

2021 52

2021 Connections Contact Center Omnichannel 52

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

Talkdesk

NOVEMBER 24, 2020

In the wake of COVID-19, providing patient-centered care and a more consumer-like patient experience is critical for HCOs. Since the healthcare call center is the main entry door for patient access, it is critical to the patient experience. Offer additional healthcare services. Integrate with clinical and administrative systems.

Consumers 101

Consumers Healthcare Contact Center Call Center 101

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

Upstream Works

DECEMBER 18, 2019

There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon. Ten years is an eternity in the world of tech, and it’s staggering to consider how much the contact center has changed over the last decade.

Contact Center 78

Contact Center 2020 Omnichannel Demo 78

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. omnichannel management that supports digital transformation. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

Playvox

NOVEMBER 4, 2021

From how we navigate our day and interact with friends and colleagues to how we engage with vendors and brands, new tools and communication channels have changed the touchpoints we all experience. For businesses of all sizes, technology has also changed contact centers from an internal and customer-facing perspective.

Contact Center 52

Contact Center Technology Call Center Exceptional Customer Service 52

Magellan Solutions

APRIL 28, 2021

What is omnichannel contact center for Magellan Solutions. Magellan Solutions is an omnichannel contact center. Below are some of our best practices that kept our name up in the BPO industry: Move your contact center to cloud. An effective omnichannel strategy evolves along too.

Contact Center 52

Contact Center Omnichannel E Commerce Social Media 52

CSM Magazine

DECEMBER 20, 2021

As a Talkdesk AppConnect partner , PCI Pal offers secure payment solutions for Talkdesk to resell to thousands of customers worldwide, enhancing the Talkdesk suite of integrations, which includes more than 80 industry-leading applications that enable businesses to rapidly expand their contact center capabilities.

Contact Center 52

Contact Center Financial Omnichannel Government 52

Kustomer

APRIL 13, 2022

Take an Omnichannel Support Approach. An omnichannel support approach involves engagement with customers across a vast range of touchpoints. True omnichannel support is more than simply communicating with customers on every channel. Source: pixabay.com. Enable Knowledge Sharing. Use Chatbots.

Customer Service 94

Customer Service Omnichannel Social Media Document 94

Playvox

NOVEMBER 18, 2021

The pandemic permanently changed the contact center landscape. Globalization and a younger workforce that prioritizes work-life balance are forces that likely would have compelled contact centers to gradually adopt a work from anywhere agent model. What is a cloud solution? Let’s take a closer look.

Contact Center 52

Contact Center Reference Omnichannel Technology 52

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

Upstream Works

NOVEMBER 19, 2020

These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. Agent engagement is another concern and IT needs to think about countering the isolation that can come from working solo.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

Think Customers

JULY 19, 2021

As more government organizations move citizen services to mobile and cloud-based platforms, virtual systems and remote workforces open up security vulnerabilities. The responsibility of safeguarding citizen information requires superior omnichannel cloud contact center solutions with stringent security and reliability assurances.

Government 52

Government Contact Center Return on Investment Webinar 52

NICE inContact

JANUARY 16, 2018

When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand. While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed.

Customer Experience 96

Customer Experience Omnichannel Contact Center Touchpoint 96

Talkdesk

FEBRUARY 4, 2021

Customers are contacting companies more and expecting a higher level of service. Talkdesk , the cloud contact center for innovative enterprises, and Salesforce , the industry’s leading CRM system, have been partnering since 2016 to not only meet but exceed customer expectations.

Contact Center 68

Contact Center Omnichannel 2016 Touchpoint 68

NICE inContact

AUGUST 13, 2019

Is your contact center keeping up? If you’re not already engaging with customers digitally, your organization is falling behind. How do cloud contact centers meet these digital-forward needs? Unified platforms of complete digital service management across contact center operations.

Contact Center 54

Contact Center Customer Service Omnichannel Innovation 54

Playvox

JUNE 7, 2023

When I worked in contact centers, people would ask what I did for a living, and I would say Workforce Management. Related Article: Boosting Employee Engagement: 6 Tips for Keeping Contact Center Agents Motivated What Can Workforce Management Do? I was usually met with a blank look. Why Do You Need WFM?

Management 52

Management Contact Center Omnichannel Metrics 52

Talkdesk

SEPTEMBER 8, 2020

Open enrollment is typically among the busiest times of the year for healthcare plan providers as the volume of consumer calls to the contact center increases significantly. During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78

Healthcare 67

Healthcare Contact Center Customer Experience Call Center 67