Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

TechSee

AUGUST 14, 2023

Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had. Are they personally doing okay?

Contact Center 96

Contact Center Technology Personalization Management 96

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts. Accessible NOW! Agent Analytics (28.4%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. Network & Device Management. Here’s how!

Best practices 217

Best practices Call Center Average Handle Time virtual call center 217

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. In this article, we’ll explore how to streamline service management by adopting an omnichannel engagement workspace. This is sometimes easier said than done.

Management 64

Management Call Logging CRM Call flow 64

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves. The results?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had. Are they personally doing okay?

Analytics 59

Analytics Contact Center Technology Personalization 59

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Aspect

JANUARY 17, 2020

According to recent data from Talent LMS, 88% of those surveyed say gamification in the software they use at work makes them happier employees. Additionally, they can then assign them to specific employees or teams. The post Motivate and Engage Agents with Gamification appeared first on Aspect Blogs.

Gamification 144

Gamification Contact Center Surveys Management 144

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

COPC

FEBRUARY 6, 2023

Balanced scorecards provide a holistic view of an organization’s site, program, department, team, or employee performance. Rather than analyzing individual key performance indicators (KPIs), a balanced scorecard measures financial, customer, and internal processes along with learning and growth perspectives.

Management 79

Management Employee engagement Metrics Contact Center 79

Blueship Call Center

DECEMBER 12, 2023

A professional call center outsourcing vendor primarily responsible for helping businesses achieve increased productivity, cost savings, and operational simplification. Whether your business is new to outsourcing or has extensive expertise in vendor management, choosing the right vendor may make or break your outsourcing efforts.

outsourcing 73

outsourcing Call Center Business Process Outsourcing Contact Center 73

VirtualPBX

OCTOBER 29, 2021

“Bring Your Own Telecom Provider” and “Call Center Software” are two of the main selling points of Microsoft Teams. Today’s blog will share how you can level up your Microsoft Teams call performance while maintaining user’s focus within Microsoft Teams. Call Center Functionality.

call center software 98

call center software Call Center Accountability Management 98

Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. For a period, it was mandatory that contact centers get agents out of the building.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Role of contact center software in managing a ‘hybrid workforce’.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

Aspect

SEPTEMBER 6, 2017

In fulfilling their typical daily responsibilities, it can be all too easy for call center agents to become fatigued. If contact center leaders fail to provide a working environment that eases agent fatigue, a number of serious problems may arise. Turnover is one of the biggest challenges faced by contact centers today.

Call Center 193

Call Center Management Contact Center contact center solutions 193

Toister Performance Solutions

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Is burnout gripping your contact center? That spells trouble for contact centers. The responses were anonymous.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Expivia

JANUARY 26, 2022

Contact center success doesn’t just happen. But most importantly, it takes a strategic approach to contact center management. With the right tips and advice, you can transform customer engagement in your call center. . Why You Need to Rethink Contact Center Management.

Call Center 105

Call Center Contact Center Management Employee engagement 105

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

JustCall

APRIL 3, 2024

So, how do you manage call surges during unanticipated high-traffic periods? Let’s explore the top 10 tips high call volume call centers could use. High call volume refers to a scenario in which the number of incoming calls in a call center is exceptionally larger than it is accustomed to handling within a relatively short period.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

JustCall

MARCH 7, 2023

And the only way to succeed is through an effective contact center management system. This blog will look at the tips and best practices for contact center management. Follow them to optimize your contact center operation and ensure smooth customer service.

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

Aspect

MAY 6, 2020

But when agents move from a centralized location to a distributed environment and the very culture of the organization is in flux, many of the existing workforce management (WFM) assumptions and parameters should be re-examined. This falls on our organizational management teams to assist our front line.

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

Blueship Call Center

OCTOBER 9, 2023

Top call center outsourcing companies provide exceptional customer service, it’s reasonable to anticipate sales growth of 20% or more of overall business revenue. Fortunately, there are several strategies you may use to raise the performance of your workforce.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Aspect

MAY 18, 2020

It’s a brave new world for contact centers in the wake of the COVID-19 crisis. In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16 , and a recent Gartner poll of CFOs indicates that 74% think telecommuting will become permanent.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

Fonolo

NOVEMBER 7, 2018

While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy. If your contact center is floundering, it’s time for you to plant your feet on terra firma and look globally at your common problems. Service Levels. Look it up. Call-Backs. Solid Strategy.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

teleopti

DECEMBER 13, 2018

Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of. Declining brand loyalty. Agent software must be easy to learn and easy-to-use. Not so anymore.

Customer Service 48

Customer Service Banking Contact Center Self service 48

Aspect

AUGUST 26, 2019

Since childhood we’ve been taught that knowledge is power, and the contact center is no exception to this rule. The contact center is drowning in information but starving for knowledge. That’s exactly what Performance Management (PM) does in the contact center, but it’s a long road from information to knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

Aspect

JUNE 22, 2021

This month our spotlight is on Call Design NA , a powerhouse in optimizing resources in the contact center since 1999. . Call Design offers best-in-class workforce management, performance management, real-time automation, quality, IVR and CXP solutions implemented by highly experienced consultants.

Interactive Voice Response 91

Interactive Voice Response Contact Center Consulting Consulting 91

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? In this article, we will explore proven strategies and techniques to help you unlock the full potential of your team and achieve stellar performance. Look no further!

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How many full-time employees do you have? How many physical centers do you operate?

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Aspect

JANUARY 7, 2020

On the surface, workforce management (WFM) can feel like a tough nut to crack. It’s not always well understood because while it performs the imperative labor management functions, agents and supervisors only have the insight into a small amount of that functionality. Forecasting likely contact center volumes .

Management 126

Management Contact Center Analytics Service level 126

ConvergeOne

AUGUST 9, 2022

The first entry in this blog series, which details the first two steps to effective Workforce Engagement Management, can be read here. Adapt in Real Time and Self-Manage Schedules with WFM Scheduling. Workforce Management (WFM) is the next step on the journey to full WEM realization.

Management 76

Management Contact Center Metrics Wait times 76

Toister Performance Solutions

MARCH 11, 2021

This past year has been tough on contact center agents. Some contact centers endured unimaginable spikes in volume. About the Benchmark Portal Agent Voices Report The report is based on a detailed survey that was given to more than 10,000 contact center agents and leads in North America. Posting a 7.4

Contact Center 123

Contact Center Benchmark Surveys Feedback 123