Contact Center Unified Communications Best Practice Technology

Contact Center Unified Communications Best Practice Technology

Contact Center Unified Communications Best Practice Technology is the fifth in a series on Contact Center Unified Communications. Companies with Contact Center Unified Communications achieve improved performance metrics, according to a recent Aberdeen Research survey. In our last blog, Contact Center Unified Communications Best Practice, we talked about the best practices and processed implemented by Read More

contact center unified communications best practice

Contact Center Unified Communications Best Practice

Contact Center Unified Communications Best Practice is the fourth in a series on Contact Center Unified Communications The recent Aberdeen Research we have been citing in this blog series surfaced many of the improved performance metrics companies with contact center unified communications achieve. In this blog, we will dive into the best practices these same Read More

Outbound Campaign Management

Outbound Campaign Management: New from CC-One

BroadSoft CC-One continues to provide new tools to help you improve agent productivity and agent performance. As a part of this continuous improvement, CC-One now offers automatic outbound calling for sales-oriented call centers. Your agents can now spend more time talking to customers and less time trying to reach them. Let’s explore these new Outbound Read More

Customer Service In-Context

Customer Service In-Context

This week BroadSoft announced BroadSoft CC-One 10 — a release the CC-One engineering team has been working diligently on — that significantly enhances our commitment to improve the agent productivity and overall business performance of our contact center customers. While there are many exciting things in this release, such as a new UI for enhanced Read More

Why Customers Love Contact Center Unified Communications

Why Customers Love Contact Center Unified Communications

Why Customers Love Contact Center Unified Communications is the third in a series on Contact Center Unified Communications. In the last blog, we cited some survey data from Aberdeen Research that says unified communications improves customer satisfaction, customer retention, and reduces the number of customer complaints significantly. See figure 1 below for the increases in Read More

Why Contact Center Unified Communications

Why Contact Center Unified Communications

We’ve discussed what Contact Center Unified Communications is, so now let’s look at how and why Contact Center Unified Communications can benefit your business. Aberdeen Research recently performed a survey on the topic and, as it turns out, it has many benefits. These include improved contact center performance, which leads to better customer satisfaction, which Read More

What is Contact Center United Communications

What is Contact Center Unified Communications?

This is the first in a series on Contact Center Unified Communications. The meaning of “unified communications” can vary, depending on whom you’re talking to, but most of us think of unified communications as the integration of different types of enterprise communications in a consistent unified user interface and user experience across multiple devices and Read More

Using Workforce Analytics in Customer Engagement Analytics

Using Workforce Analytics in Customer Engagement Analytics

Using Workforce Analytics in Customer Engagement Analytics is the sixth in a six-part series on Customer Engagement Analytics. In this blog series, we have covered the what, why, when, who, and how of Customer Engagement Analytics. But did you know that you can use Workforce Analytics in Customer Engagement Analytics to get an even deeper Read More

How You Perform Customer Engagement Analytics

How You Perform Customer Engagement Analytics

How You Perform Customer Engagement Analytics is the fifth in a six-part series on Customer Engagement Analytics. In our last blog in this series, we explored who needs Customer Engagement Analytics (Sales, Customer Service, and Customer Support contact centers, among others). Now we’ll look at how you perform Customer Engagement Analytics. First, we will describe Read More

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