Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Questions remain regarding how many of the habits and work models adopted during the crisis will endure when the coronavirus subsides. The contact center workforce was already going remote.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Aspect

JANUARY 14, 2021

2020 was a difficult year for enterprise organizations across the globe, one that also forced digital transformation at an unprecedented rate – the contact center industry was not spared this shift. Here’s some trends we are tracking into the new year and beyond: Work From Home Works… Sometimes.

Contact Center 116

Contact Center Government Self service CRM 116

Momentum Telecom

JUNE 11, 2021

If you’re searching for ways to make a remote or hybrid work environment a success, there are four technologies that allow you to stop your search. A hybrid work environment needs high-quality, cloud-based communications and collaboration technology. Cloud Voice. Voice-enabled Microsoft Teams. Managed Networks.

Technology 98

Technology Engineering Enterprise Analytics 98

Momentum Telecom

JUNE 2, 2023

While the past few years may feel like a fever dream, IT leaders haven’t forgotten how challenging it was to set up systems and cloud communication tools to support employees working from home. Hastily-made decisions resulted in ill-fitting solutions, but many businesses managed to make it work.

Technology 52

Technology CRM Contact Center Surveys 52

DMG Consulting

JULY 9, 2021

Practical Considerations for Hybrid and Work-at-Home Contact Center Employees. Executives are still discussing whether or not contact centers agents will be allowed to work at home on a full-time or hybrid basis after the pandemic, but I believe the decision has already been made.

Contact Center 67

Contact Center Coaching At home agents Best practices 67

Aspect

MARCH 30, 2020

Technology Continuity: Aspect continues to support our call volumes from customers, running on our public cloud solution (Aspect Via® running on Amazon and Azure), our Hybrid Cloud Solution (run and managed by Aspect in our remote data centers) and our Private Cloud or Premise solutions. Enforced reading versus educating.

Government 153

Government Contact Center Education Consulting 153

NobelBiz

AUGUST 10, 2021

As businesses emerge from the pandemic, it is clear that the remote work model is here to stay. As a result, the tools, technology, and procedures that businesses operates with will need to adapt to hybrid work patterns and every aspect will needs to be carefully assessed.

Contact Center 52

Contact Center Technology contact center solutions Contact center software 52

Momentum Telecom

MARCH 6, 2024

They use expensive hardware devices such as routers, switches, and firewalls to connect branch locations to the central data center, which can be challenging to manage for large companies. How Does SD-WAN Work? Data Centers SD-WAN can connect multiple data center sites and provide secure WAN connectivity between them.

SaaS 52

SaaS Management Technology Marketing 52

Enghouse Interactive

APRIL 13, 2021

Hybrid Architectures Unlock CCaaS Benefits and Accelerate Digital Channel Adoption. Organizations traditionally invested in their contact center infrastructure, as a standalone premise-based solution, with a view to the long term… that usually meant that they would sweat those assets over a 10-15 year lifecycle. The Result?

Contact Center 91

Contact Center Morale Technology Self service 91

Momentum Telecom

AUGUST 9, 2022

The pandemic forced a greater focus on digital transformation because the business world needed to move toward hybrid workforces as the workforce of the future. SD-WAN technology, the cloud, and IoT are the three key technologies that are making digital transformation work. Remote Support. Contact us today to get started.

Technology 97

Technology Accountability Customer Support Customer Experience 97

SharpenCX

OCTOBER 4, 2023

Agents work hard every day to help customers, and while the internet and social media abound with customer service horror stories, very few customers publicize their positive experiences. That’s because agents’ scopes have shifted from basic, transactional work to more complex, impactful interactions.

Customer Service 67

Customer Service Contact Center Banking Call Center 67

Playvox

FEBRUARY 16, 2024

Artificial intelligence (AI) has permeated many aspects of our work and personal lives. Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

Momentum Telecom

OCTOBER 23, 2023

The pandemic forced a greater focus on digital transformation because the business world needed to move toward hybrid workforces as the workforce of the future. SD-WAN solutions , cloud platforms, and IoT are the three key technologies that are making digital transformation work. How does SD-WAN work?

Technology 52

Technology Enterprise Accountability Management 52

Hodusoft

JANUARY 5, 2022

COVID-19 had a profound impact on contact centers. Call volumes increased dramatically, staffing levels dipped, and agents had to deal with a sudden and prolonged adjustment to work from home. Businesses must rethink how they can leverage the call center software to enhance the customer experience in the ‘new normal´. .

call center software 52

call center software Call Center Virtual Agent Abandon rate 52

JustCall

MARCH 7, 2023

Whenever you hear the term contact center, you imagine cubicles filled with employees, headsets on their heads resolving customers’ queries. Thanks to cloud contact center solutions, today, organizations can host their contact centers at a third-party data center.

Contact Center 52

Contact Center Cloud contact Contact center software contact center solutions 52

Hodusoft

JANUARY 5, 2022

Top Seven Call Center Software Requirements for the “New Normal”. COVID-19 had a profound impact on contact centers. Call volumes increased dramatically, staffing levels dipped, and agents had to deal with a sudden and prolonged adjustment to work from home. Hybrid Working.

call center software 52

call center software Call Center Virtual Agent Abandon rate 52

Uniphore

JULY 23, 2021

Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” The study found that only about one in every three reps felt engaged in their work.

Contact Center 98

Contact Center Call Center Morale Employee engagement 98

IdeasUnlimited

OCTOBER 24, 2022

Adapting to Remote. Corporations were quick to react and began a sweeping transition to work-from-home across their entire workforce. Facebook even allowed its employees to request a permanent shift to remote. Facebook even allowed its employees to request a permanent shift to remote. Work-from-home is not a new concept.

Enterprise 94

Enterprise outsourcing Government call center solutions 94

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up.

Contact Center 81

Contact Center Call Center Scripts Coaching 81

Momentum Telecom

SEPTEMBER 29, 2021

Even when the pandemic is over, remote working will likely continue to be widespread. Today, organizations are exploring the possibility of creating a hybrid workforce that’s more efficient and productive. But there’s one significant challenge that every company must overcome before building a hybrid workforce.

Interactive Voice Response 98

Interactive Voice Response Contact Center 98

SharpenCX

AUGUST 19, 2021

They create a positive work atmosphere. Shopify employees (called Shopifolks) tout the pros of working at the company, like: Great people Remote work (without any micromanagement) Generous PTO Growth opportunities Positive team communication and morale. It’s clear Shopify employees love their work.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

Noble Systems

FEBRUARY 10, 2021

What Contact Centers Can Do Now to Address Shifting Customer Behaviors. Earlier in this 3-part blog series, we looked at recent changes in consumer demands ( Part 1 ), including the top five contact center customer behavior trends that are here to stay ( Part 2 ). Anywhere customer service and engagement.

Contact Center 98

Contact Center Gamification Self service Analytics 98

BlueOcean

OCTOBER 4, 2023

Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. Your outsourced contact center partner will be responsible for QA on the agent side, and the OPI partner is responsible for performance managing interpreters.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively. Look at Your Tech Through a Human-centric Lens.

Contact Center 98

Contact Center Enterprise Education Metrics 98

Momentum Telecom

OCTOBER 24, 2022

When the pandemic sent employees off to work from home, the need for cloud communications increased rapidly. Today, your customers are looking for the ability to support remote or hybrid workforces, strengthen cyber security, and more – while saving on costs. Unified Communications (UCaaS). Additional Services. CRM Integration.

Management 98

Management Interactive Voice Response CRM Technology 98

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In this blog, we’ll discuss how to create goals that will take your call center to the next level. 7 Things Great Call Center Managers Do Every Day Why Do My Contact Center Agents Need Goals?

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Global Response

OCTOBER 17, 2023

As a result, many companies are moving their outsourcing operations to onshore models in hopes of increasing call center security and providing additional protection for sensitive data. But onshore call centers aren’t always inherently more secure than offshore models. However, is this really the best solution?

Call Center 62

Call Center outsourcing Technology Finance 62

Global Response

MAY 1, 2023

Inbound, outbound, blended, hybrid—navigating the different types of call center models can require its own dictionary. If you’re looking to outsource your call center needs, but aren’t sure which model is right for you—or even what models are available—we’re here to help.

Call Center 62

Call Center Multichannel virtual call center outsourcing 62

JustCall

MARCH 9, 2023

Given the fact that contact centers are where most of the customer activity happens, this department needs robust tools and solutions to handle the load. To help businesses manage call volumes in addition to keeping their efforts goal-aligned, they can choose from various types of contact center solutions.

Contact Center 52

Contact Center Multichannel Interactive Voice Response outsourcing 52

JustCall

AUGUST 16, 2021

The contact center as a service or CCaaS is a new-age technology that serves the needs of all customers. CCaaS has replaced on-premise call centers, and only for the better. CCaaS stands for Contact center as a service. Put simply, CCaaS allows you to purchase software that comes with contact center features.

Contact Center 98

Contact Center Interactive Voice Response Contact center software Cloud contact 98

24-7 InTouch

APRIL 15, 2021

After more than a full year of BPOs operating contact centers in a 100% virtual environment, there have been some key learnings and takeaways that will continue to impact the customer care industry for years to come. . Employee Engagement. Blended Model.

Contact Center 52

Contact Center Morale Employee engagement Customer Care 52

COPC

NOVEMBER 5, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. These are: Formalizing work-from-home (WFH) requirements and management. has seen our client’s experience.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

CSM Magazine

AUGUST 8, 2023

Discover the secret to agent wellbeing in your contact centre with hints and tips that work. It’s a welcome shift because for most contact centre managers, agent stress is the biggest labour issue on their minds and it’s diminishing the customer experience (CX). Boost engagement for your remote agents.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Spearline

JULY 22, 2021

A significant facet of customer satisfaction is how efficiently the contact center works and deals with problems. Agents are the business face to their customers. However, Hayes said that, whatever businesses decide, connectivity needs to be at the heart of the solution, adding that SD-WAN may hold the answer. “In

Chief Customer Officer 52

Chief Customer Officer Telecommunications Contact Center Technology 52

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . One of the most important aspects of a call center is that phone traffic flows correctly…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Hodusoft

OCTOBER 12, 2022

A lot of factors need to be considered when choosing a PBX, and this blog details the top 7 key differences between the two choices. It demands physical infrastructure to connect your contact center to VoIP technology. Hosted IP PBX software is the best tool for businesses having remote and hybrid work models.

voip 52

voip Enterprise Technology Sales 52