TeleDirect

DECEMBER 14, 2023

For those unfamiliar with dedicated inbound and outbound call center solutions, many think they’re simply about taking customers’ calls when a company is closed or their staff is busy. In a call center, call agents may handle inbound and outbound calls. Au contraire! Don’t feel bad; it’s a common misconception.

Education 62

Education Call Center Sales call center solutions 62

NobelBiz

JUNE 19, 2023

The modern world is centered on the concept of immediacy and the ability to obtain information instantly. As businesses, we need to harness this culture of immediate responses to elevate customer service levels. Real-time monitoring offers an unparalleled advantage in achieving this goal. What is Real-Time Monitoring?

Call Center 52

Call Center Coaching Contact Center Metrics 52

Hodusoft

FEBRUARY 8, 2024

This blog post explores how a sophisticated communication system such as HoduCC contact center software can coordinate and unify communication across multiple devices and channels and ensure the success of MSPs. But now, larger and well-established businesses are using the specialized services of MSPs. And that’s not all.

Contact center software 52

Contact center software Contact Center Multi-channel support Analytics 52

Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). This means that AI applications for the contact center do not come fully-formed. 24/7 Self-service.

Chatbots 78

Chatbots Journey mapping Self service Contact Center 78

Serenova

AUGUST 11, 2020

Yet, elevating customers’ perception of your brand and their experience with your business and products remains elusive, with all but the elite falling short of expectations in one area or another. 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

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

teleopti

JUNE 5, 2019

This blog is a little different than our usual WFM posts but we have some exciting news! This has consequently elevated the role of the contact center and its crucial position in creating customer-brand connections. Meeting the challenge of seamless CX requires two other essential approaches.

Contact Center 90

Contact Center Chatbots Self service Customer Experience 90

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots.

Cloud contact 68

Cloud contact Self service Contact Center Virtual Agent 68

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. In the age of the internet, it is difficult to keep tabs on which thought leaders and influencers are the real deal, and which ones are not. We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Uniphore

JUNE 15, 2021

Call Center Life. Your Call Center Is a Glass House. From toxic interactions to unrealistic expectations, unhappy agents have made a glass house out of call center life. From toxic interactions to unrealistic expectations, unhappy agents have made a glass house out of call center life. High Stress. High Stakes.

Call Center 64

Call Center Contact Center Coaching Accountability 64

Toister Performance Solutions

AUGUST 12, 2021

Advertising disclosure: This blog participates 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. "We There are a lot of things that can make a customer service leader a bad boss. We have totally lost control."

Customer Service 87

Customer Service Advertising outsourcing Contact Center 87

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 48

Contact Center Customer Service Call Center Virtual Agent 48

TechSee

JUNE 25, 2019

Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. Biometrics.

Technology 122

Technology Customer Service Gamification Contact Center 122

Serenova

AUGUST 11, 2020

Yet, elevating customers’ perception of your brand and their experience with your business and products remains elusive, with all but the elite falling short of expectations in one area or another. 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

Call Experts

FEBRUARY 19, 2020

In this case, an organized, efficient message delivery process would elevate your customer’s experience, and create success for your business in the competitive market. It is the right time to optimize your CX with proven strategies; contact our team today to learn more. . What is customer experience? Customer Loyalty.

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

teleopti

OCTOBER 3, 2019

Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom. Over time, frontline staff too have come to enjoy more control over their working lives through self-service.

Self service 59

Self service Contact Center Gamification Service level 59

teleopti

AUGUST 23, 2019

In the race to maximise productive agent time, contact centres increase the risk of employee burnout and diminished customer experience. Utilising agent time in the contact centre is rather like finding the right KPIs. Many contact centre leaders are obsessed with ‘productive time’ or occupancy.

Coaching 63

Coaching Morale Best practices Contact Center 63

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Companies now have to invest in data, technology, and omnichannel communication to supplement the lack of contact in the voice strategy.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

SmartAction

JUNE 9, 2023

Let’s explore this growing technology by understanding what it truly is, reviewing some examples of its applications, diving into its inner workings, and highlighting the associated benefits and challenges businesses and contact centers should consider. These responses can provide information and assistance, and perform tasks.

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

Customer Service Life

AUGUST 26, 2019

This article was originally published on the FCR blog on July 3, 2019. Looking back on quarter two, the nonstop movement in the contact center technology space continues. Click here to read the original post and be sure to watch the video that goes along with it. Let’s dive in. Quality Assurance Applications.

Technology 74

Technology Chatbots Analytics Contact Center 74

Pointillist

JANUARY 19, 2022

She reaches out via social media and then contacts customer service. Perhaps marketing captures social media engagement, the contact center measures agent transfers and first contact resolution, and the mobile product owner tracks completion rates. Now, she’s able to use her mobile app to complete her goal.

Metrics 75

Metrics Wireless Surveys Banking 75

ShepHyken

NOVEMBER 7, 2022

Harvard Business Review) Every business leader knows that trust is critical to a company’s success and that lost trust often has financial consequences. times more likely to be high-performing revenue organizations.” times more likely to be high-performing revenue organizations.” All You Need Is Love.”

Customer Service 36

Customer Service B2B Customer Experience Marketing 36

ProProfs Blog

OCTOBER 31, 2018

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. Despite its CEO’s apology, the overwhelming online backlash led to a 6.3% drop in the company’s shares in pre-market trading. When done right, it boosts retention, satisfaction, and most recently, a company’s marketing efforts.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

Calabrio

JUNE 5, 2019

This blog is a little different than our usual WFM posts but we have some exciting news! This has consequently elevated the role of the contact center and its crucial position in creating customer-brand connections. Meeting the challenge of seamless CX requires two other essential approaches.

Contact Center 40

Contact Center Chatbots Self service Marketing 40

GetFeedback

JANUARY 19, 2020

This is the right time to use NPS. . To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Cleanliness.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Noble Systems

DECEMBER 18, 2018

Conventional motivational tactics are no longer effective, whether you manage an enterprise or contact center sales organization. For the purposes of this blog, we will focus on the following: Deliver continuous sales development and feedback. Revenue growth and goal attainment necessitate change. A bit about gamification.

Gamification 75

Gamification Sales Contact Center Business Process Outsourcing 75

Integrity Solutions

AUGUST 3, 2018

By Bruce Wedderburn Over the past few years, contact centers have dramatically increased investments in emerging and disruptive technologies to help improve key efficiency metrics. But how is the growth of technology impacting and even reshaping the role of the contact center agent?

Contact Center 43

Contact Center Coaching Call Center Metrics 43

Integrity Solutions

AUGUST 3, 2018

The human touch is more critical than ever in a contact center environment that is being increasingly driven by technology. By Bruce Wedderburn Over the past few years, contact centers have dramatically increased investments in emerging and disruptive technologies to help improve key efficiency metrics.

Contact Center 40

Contact Center Coaching Call Center Metrics 40

SmartAction

OCTOBER 2, 2018

Electrolux, the 2nd largest home appliance manufacturer in the world who sells under a variety of brand names worldwide like Frigidaire and AEG, made the transformation to AI-powered virtual agents six months ago to automate more in their contact center. Q: Which call types did you consider for automation and why?

Virtual Agent 47

Virtual Agent Average Handle Time Contact Center outsourcing 47

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. When our customers meet their goals, we have an easier time meeting our own. . A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to be read and reviewed by executives. .

Management 98

Management Chief Customer Officer Upselling SaaS 98

Russel Lolacher

OCTOBER 10, 2022

In this episode of Relationships at Work, Russel chats with author and employee experience leader Stacy Sherman on the latest employee experience workforce trends your organization needs to watch and plan for in the years ahead. DoingCXRight Website – Contact , Podcast , Blog , Mentorship. WORKING FROM HOME. Stacy Sherman.

Journey mapping 52

Journey mapping Finance Personalization Customer Experience 52

aircall

JANUARY 19, 2021

A business phone system is a core component of your communications process, and cloud-based technology has elevated communication capabilities even more. Your business phone system performs so many functions for you, it’s easy to take it for granted. For the sake of clarity, let’s break down the meaning of the word autonomy.

voip 62

voip Interactive Voice Response Sales Government 62

Calabrio

NOVEMBER 18, 2015

Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. Contact center agents are at the forefront of addressing client needs and have a direct and profound impact on customer experiences.

Contact Center 49

Contact Center Analytics Metrics Surveys 49

NICE inContact

NOVEMBER 8, 2019

We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place. Five Reasons Why This is the Most Popular and Power Solution.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Russel Lolacher

JULY 4, 2022

So if they’re sucking you dry… it’s time to scale back.” In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. The benefits of creating a community. Hello, sir.

Personalization 52

Personalization Employee engagement Customer Experience Scripts 52