Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. Types of Call Center Software. Be mindful of integrations.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Fonolo

JANUARY 10, 2019

This is certainly the case with call centers. Contracting out your call center can cut overheads significantly, but poor service could lead to a mass departure of customers. In this blog, you’ll find three of the most notable pros and cons of outsourcing a call center. Lower Costs. Flexibilities.

outsourcing 103

outsourcing Call Center Gamification Contact Center 103

Serenova

AUGUST 11, 2020

To adequately address these questions, businesses need to employ teams of customer service employees that can answer the call and deliver the optimal experience every time, no matter the nature of the request. How important are call center agents on brand perception, you ask? What is a Call Center Agent?

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Digital transformation isn’t new – we’ve been moving towards digital engagement and seeing a reduction in phone calls for years.

Customer Experience 96

Customer Experience Management Multichannel Self service 96

Contact Center Pipeline

JANUARY 1, 2020

What were the hot topics for contact center professionals over the last 12 months? In honor of the year 2020, we bring you the top 20 blog posts […]. How will that influence your strategic resolutions for the next 12?

Contact Center 147

Contact Center Call Center 147

Spearline

NOVEMBER 15, 2021

With Black Friday imminent, call centers need to prepare for the inevitable spike in traffic. If you manage a contact center, there are simple steps to follow to equip your agents. This made Black Friday 2020 the second-largest online spending day in history in the United States, behind 2019’s Cyber Monday.

Call Center 75

Call Center Interactive Voice Response Telecommunications First call resolution 75

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Our list of the top CX articles of 2019 covers all these topics and more. . Our list of the top CX articles of 2019 covers all these topics and more. . March 26, 2019 | David Nour | Inc. Article No. In the Inc.

Customer centricity 84

Customer centricity Airlines Finance Technology 84

Liveops

JANUARY 6, 2020

With unemployment rates low in a competitive job market (November 2019 saw a half-century low of 3.5% ), businesses struggle to find employees who meet their needs. According to the 2019 Deloitte Human Capital Trends Survey (PDF) , 72% of organizations that outsource saw a positive impact on their business.

Call Center 77

Call Center virtual call center Surveys outsourcing 77

OctopusTech

FEBRUARY 12, 2019

Predictions for 2019. This trend will continue well in 2019 as well. Earlier BPO was synonymous only with call centers. Earlier BPO was synonymous only with call centers. in their supplying countries, a trend which will go well in 2019. in their supplying countries, a trend which will go well in 2019.

Business Process Outsourcing 86

Business Process Outsourcing outsourcing Call Center Technology 86

Fonolo

JANUARY 9, 2019

We’re going to dive into all of the above on our blog this year, along with our usual coverage of industry reports, public company earnings, fun posts about call center life, findings from our sister site OnHoldWith.com , webinars, hangouts, Fonolo news (of course), and more. The term “AI”: Less Promiscuous in 2019?

Contact Center 70

Contact Center Gamification voip Chatbots 70

Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. Call center agents of all kinds have a difficult task. The Real Call Center Confession.

Call Center 108

Call Center Contact Center Engineering Construction 108

CX Accelerator

MAY 25, 2022

Jenny began her call center customer service journey on the front lines back in 2005. In 2012, she co-founded the blog, CustomerServiceLife.com. She is known for her thought leadership, speaking about CS, CX and self-care for contact center agents at business conferences such as Zendesk Relate and ICMI Expo.

Customer Support 316

Customer Support Wait times Self service Best practices 316

Stafford Communications

SEPTEMBER 10, 2019

How Call Center Artificial Intelligence is Transforming the Industry. Artificial intelligence (AI) is having a major impact in many industries, including call centers. How is AI Being Used In Call Centers? Interactive voice response (IVR) systems have been in place in call centers for decades.

Call Center 61

Call Center Interactive Voice Response outsourcing Virtual Agent 61

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. As noted in the 2019 Dimension Data Customer Experience (CX) Benchmarking report: 88% of contact center decision-makers expect self-service volumes to increase over the next 12 months. Key Learnings from Kate Leggett and Steve Nattress.

Self service 76

Self service Contact Center Benchmark Chatbots 76

VHT

OCTOBER 1, 2018

What should you specifically look for as we look towards 2019? Traditional call centers have become multi-channel contact centers, and theses channels need to be integrated with CRM, workforce management, analytics and other solutions to deliver the seamless level of service that is now expected by customers.

Contact Center 67

Contact Center Technology Analytics Surveys 67

CrazyCall

JANUARY 11, 2019

Let’s start and talk about sales trends in 2019! Top companies try to be part of this sale trend in 2018 and are going to continue it in 2019. However, a new generation is emerging that marketers and salespeople should be aware of in 2019. There are few challenges for companies to stay on top of this sales trend in 2019.

Sales 83

Sales Advertising Marketing Chatbots 83

The Call Center School

JUNE 5, 2019

This constant change poses the question; where does the art of WFM stand in 2019 ? With their support we are happy to be able to share some of the key findings from their research in this blog post.

Contact Center 68

Contact Center Technology Management 68

Serenova

AUGUST 11, 2020

To adequately address these questions, businesses need to employ teams of customer service employees that can answer the call and deliver the optimal experience every time, no matter the nature of the request. How important are call center agents on brand perception, you ask? What is a Call Center Agent?

Call Center 52

Call Center Contact Center Chatbots Quality management 52

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 48

Contact Center call center software CRM Cloud contact 48

NobelBiz

SEPTEMBER 21, 2020

The overview includes: news reports relating to spam calls new regulations from federal and state governments warnings from the FCC, FTC, & FBI reports on contact centers that are refusing to switch to a work-from-home model for their agents. For more updates on the contact center space, check out our Blog section.

Call Center 52

Call Center Contact Center Government Banking 52

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) We discussed the LCV metric in more depth in our recent blog post, The True Cost of Losing a Customer.). Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them.

Call Center 126

Call Center Management Contact Center Coaching 126

Stafford Communications

SEPTEMBER 10, 2019

Call Center Hiring: How to Hire the Right Call Center Employees. One of the toughest challenges that call centers face is finding and retaining good employees. Hiring the right call center employees from the start can help you to reduce turnover and avoid such losses. The Costs of Agent Loss.

Call Center 40

Call Center outsourcing Healthcare Advertising 40

Fonolo

FEBRUARY 13, 2019

Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. By the way, don’t forget to check out the report we just released: On the Horizon: Customer Service Trends in 2019. Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. It’s not for lack of material!

Contact Center 57

Contact Center Call Center APIs outsourcing 57

Call Experts

NOVEMBER 20, 2019

In 2019, Salesforce forecasts a "sustained and solid U.S. Centers incentivize employees to work over the holiday and be prepared. Having more people in the call center doesn't always mean readiness to handle holiday workloads. More Blogs Menu. How Call Centers Manage the Holiday Rush. Free your Phone!

Call Center 49

Call Center Management Contact Center Journey mapping 49

Revation Systems

DECEMBER 3, 2018

in 2019 will increase to 161.6 Emerging trends that we expect to see impact banking in 2019 include artificial intelligence (AI), improvements in dashboards/portals and security enhancements to protect payment card industry (PCI) data. Statista predicts that the number of digital banking users in the U.S. AI is Becoming a Reality.

Banking 48

Banking Chatbots Accountability Technology 48

Etech

NOVEMBER 14, 2019

The post Best Practices: Password Security 2019 appeared first on Etech Global Services. With password managers, you only need to remember one password, as the password manager stores and even create passwords for your different accounts, automatically signing you in when you log on. Thanks for Reading. Have a Great Week and Stay Secure!

Best practices 75

Best practices Accountability Banking Technology 75

Contact Center Pipeline

JULY 31, 2019

What will you remember about July 2019? If you found yourself otherwise occupied this month and missed some of the insightful content published on the Pipeline blog, the following is a list of the five most popular posts in July. Record-breaking heat? Amazon Prime Day?

Schedule adherence 197

Schedule adherence Employee engagement Contact Center Call Center 197

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Mindtouch

MARCH 14, 2018

Maintaining a competitive edge in a call center is very much tied to the customer, and customer preferences are an ever-changing matter. Here are five trends to keep an eye on in 2018, trends that promise to drive both customer experience and call center ROI. Call it customer centrism. Call it customer focus.

Call Center 54

Call Center Self service CRM Contact Center 54

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. In the United Kingdom, there are daily themes, each emphasizing different aspects of customer service.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Revation Systems

MARCH 5, 2019

During HIMSS, Revation announced the latest version of LinkLive, which includes “Reva,” the company’s human-connected bot that utilizes lightweight artificial intelligence (AI) technology to automate the front-end of incoming sessions in a call center.

Healthcare 48

Healthcare Chatbots Call Center Banking 48

Etech GS

APRIL 30, 2019

Here are five trends to consider employing to elevate the level of service offered by your business in 2019. . This blog was first published on LinkedIn. The post The Top 5 Contact Center Trends for 2019 appeared first on Etech Global Services. Pick and Choose Technology and Tools Wisely.

Contact Center 71

Contact Center Coaching Healthcare Feedback 71

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Here are some of the 2019 trends that can help create an effortless agent experience.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Blog Article] How AI will change the nature of contact center work.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

NICE inContact

APRIL 2, 2019

Join us at Customer Strategy and Planning 2019. So, schedule your personal demo and be sure to plan on attending our can’t-miss speaking session that will help your organisation drive meaningful CX improvements in 2019 with the right game plan! It’s time to start filling your agenda now! Check out our 2018 CX Grand Slam Series.

Metrics 54

Metrics Customer effort Personalization Customer Experience 54

JustCall

JANUARY 2, 2020

But 2019 was definitely a special year for us and our customers. Along with that, users all around the globe helped JustCall in crossing the 10 million calls and 8 million text messages milestone. . Integrations that went live in 2019: . This allows you to make calls and send text messages easily from the CRM itself.

CRM 52

CRM Analytics Surveys Accountability 52