Go From Siloed to Streamlined With a Customer Engagement Platform
Nextiva Blog
by Ken McMahon
2M ago
You’re at a restaurant where each server interacts with customers differently. One shouts orders across the room, another takes them tableside, and another does everything on a mobile app. Line cooks must constantly switch between communication channels to ensure that the dishes leaving the kitchen meet diners’ expectations. Confusing and inefficient, right?  This chaotic system is what it feels like when businesses don’t use a customer engagement platform (CEP). Fragmented communication channels silo customer data and create inconsistent customer experiences (CX) that tank satisfaction s ..read more
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How Call Center Recording Software Is Changing
Nextiva Blog
by Alex Doan
2M ago
Traditional call recording has long been the bread and butter of call centers. It enables them to accurately capture conversations, allowing for quality management and monitoring, improved dispute resolution, and targeted agent training. However, sifting through those audio files can take hours, draining valuable contact center resources. Manual evaluation of call records can also make it difficult to identify trends in customer sentiment, agent performance, or call resolutions — especially given the high volume of calls that contact centers regularly manage. Fortunately, many recent innovatio ..read more
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The Buyer’s Guide to Outbound Call Center Software
Nextiva Blog
by Alex Doan
2M ago
If you’re running large-scale sales and marketing campaigns, you need outbound call center software. It will provide all the tools and features required to coordinate call center campaigns across multiple channels to ensure efficiency and consistently deliver the best customer experience.  What Is Outbound Call Center Software? Outbound call center software is a specialized tool designed to facilitate and manage the outgoing communication activities of a call center. It automates and streamlines the process of making calls to customers or prospects for various purposes such as sales, cust ..read more
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Amazon Connect vs. Genesys: Which CCaaS Platform Is Better?
Nextiva Blog
by Robert Pleasant
3M ago
There are several great cloud contact center solutions on the market today — so many that finding the right one for your business can be challenging. Many organizations start by looking at the most recognizable brands on the market, but does a big name guarantee the contact center will be a good fit?  You can get a better understanding of which contact center platform is right for your business by comparing the options and seeing which has the features, technology, and price point that best match your needs. With that in mind, let’s look at two of the biggest players on the market: Genesy ..read more
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Best Helpdesk Tools to Automate & Scale Customer Support
Nextiva Blog
by Jeremiah Zerby
3M ago
Requests from customers or employees can come from anywhere.  These requests are easier to manage when there are just a few. But when you scale, no matter how efficient the team is, some requests are prone to slip through the cracks. When requests go unanswered, customer and employee experiences and relationships that you have nurtured for a long time are harmed. Helpdesk tools prevent this and provide an easy way to manage interactions when they occur.  With several tools on the market, it can be difficult to choose one. But what if we can make the choice easier? Let’s dive in.  ..read more
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Cold Transfer vs. Warm Transfer: 3 Key Differences and When to Use Each
Nextiva Blog
by Jeremiah Zerby
3M ago
What’s the Difference Between a Warm Transfer and a Cold transfer? A warm transfer ensures a smooth call transfer between the initial agent and the receiving agent, complete with introductions and context, while a cold transfer is when the initial agent transfers the customer to another agent without warning. Customer experience 101: Don’t make customers repeat themselves.  Think about it: When you need customer support, do you want to explain your issue to an agent just to repeat the same story to someone else after being transferred? An exceptional customer experience (CX) is tie ..read more
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Top 6 Alternatives to Twilio Flex Contact Center
Nextiva Blog
by Danny Grainger
3M ago
If you’re the owner of a growing e-commerce business, you’re probably familiar with having your customer support team struggling to keep up with the increasing volume of inquiries across multiple channels.  You know you need a powerful contact center solution to streamline your operations, but which should you choose?  Twilio Flex is a robust, cloud-based contact center solution. It enables extensive customization of customer communication channels across voice, text messaging, chat, video, and more.  However, its highly advanced features and flexibility come at a cost — both fi ..read more
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Five9 vs. NICE inContact: An In-Depth Breakdown
Nextiva Blog
by Alex Doan
3M ago
Five9 and NICE inContact offer omnichannel contact center as a service (CCaaS) software with a voice over internet protocol (VoIP) phone system.  These contact center platforms offer omnichannel routing across multiple channels, such as voice, SMS, and social media. But what features and differences make one option better than the other? Here, we’ll dig into the differences between Five9 and NICE contact center software solutions. By the end of this article, you’ll know which CCaaS provider is right for your company.  Five9 vs. NICE inContact: Comparing the Benefits Five9: Exploring ..read more
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Bandwidth vs. Twilio: Which VoIP Platform Is Better?
Nextiva Blog
by Jeremiah Zerby
3M ago
Bandwidth and Twilio are two cloud communication platforms that provide features like text messaging and voice calling, with each offering SIP trunking and VoIP systems. They’re both reliable communications platforms, though each has its distinct pros and cons.  Here, we’ll break down Twilio vs. Bandwidth’s VoIP services with detailed comparisons to help you determine which may be better for you. Bandwidth vs. Twilio: The Pros Bandwidth and Twilio are both communication platform as a service (CPaaS) providers with comparable services and functions. Let’s take stock of each platform’s most ..read more
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CSAT Meaning: How to Measure Customer Satisfaction Score
Nextiva Blog
by Ken McMahon
3M ago
What does CSAT stand for? CSAT stands for customer satisfaction and can sometimes be synonymous with customer satisfaction score. Businesses use CSAT scores to measure the satisfaction levels of their customers with products, services, or interactions. You want to ensure every customer has a positive experience, no matter the nature of their interaction. However, measuring the customer experience (CX) involves taking note of several moving parts, and an essential one is customer satisfaction (CSAT). The CSAT meaning gives a numerical value to the level of satisfaction among your custome ..read more
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