ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Today’s thought leaders and customer contact professionals clearly understand the importance of delivering exceptional experiences. Are the tools easy to use?

Abandon rate 239

Abandon rate Journey mapping Average Handle Time Customer centricity 239

Spearline

DECEMBER 19, 2022

We are only now getting the breathing space to appreciate the implications of our enforced digital revolution. Many of us are realizing that some of our decisions were a little hasty, while others have come to the realization that their tech stacks are just not sufficient for the still shifting contact center technology sands.

Contact Center 52

Contact Center Interactive Voice Response Self service Gamification 52

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. More often than not, the call center operations of several MSPs lack the necessary resources and sophistication that can take customer service to the next level. Read on and thank us later.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

NobelBiz

FEBRUARY 10, 2023

Steve The true contact center is built upon the idea of client experience. So now with companies like us where we provide “omnichannels”, multiple channels in ways that I could be communicating with you, within the context of any way you choose to communicate with me. That’s the basis of all communication: for that purpose.

Advertising 52

Advertising Contact Center Accountability Customer Experience 52

Fonolo

JANUARY 15, 2019

This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience. 2018 saw breakthrough developments in AI.

Contact Center 80

Contact Center Gamification Call Center Self service 80

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. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job.

Call Center 126

Call Center Management Contact Center Coaching 126

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience.

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41