Zappix

JUNE 24, 2022

We might be facing one of the most dramatic periods of call center transformation in history — COVID-19 dramatically accelerated digitalization, consumers now expect more automation and self-service, and The Great Resignation is affecting every contact center. With that in mind.

Contact Center 52

Contact Center Self service Call Center 52

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Intelligent Contact Routing to Self-Service.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Intelligent Routing to Self-Service.

Customer Experience 78

Customer Experience Self service Contact Center Chatbots 78

Brad Cleveland Blog

JUNE 30, 2022

This has been a brutal few years for many contact centers. Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. appeared first on Brad Cleveland.

Employee engagement 46

Employee engagement Metrics Contact Center Customer Care 46

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. be allowed to work from home?

Contact Center 67

Contact Center Coaching At home agents Best practices 67

Blueship Call Center

MAY 25, 2023

A group of outsourced employees who manage incoming and outgoing client calls for other companies makes up a BPO call center. More than only calls there are many tasks handled by the call center outsourcing services. Continue reading to find out how a BPO call center can step in and deliver top-notch service.

outsourcing 40

outsourcing Call Center Contact Center Customer Care 40

Brad Cleveland Blog

JUNE 30, 2022

This has been a brutal few years for many contact centers. Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. appeared first on Brad Cleveland.

Employee engagement 26

Employee engagement Metrics Contact Center Customer Care 26

Vistio

DECEMBER 15, 2021

Today, we have with us, Matt Beckwith, a proud “ Contact Center Geek ” with over 25 years in contact center industry. He has been named a top thought leader in the contact center space and serves on the steering committee for the Northern California Contact Center Association.

Contact Center 52

Contact Center Banking contact center associations Technology 52

Call Experts

MAY 30, 2019

In most cases, people do not resign from their jobs; instead, they quit because of annoying bosses. More Blogs Menu. Understand top tier contact center operations and benefits. Employee engagement is the passionate communication and management of operational goals and company mission. Lead with compassion.

Employee engagement 60

Employee engagement outsourcing Call Center Answering services 60

Vistio

MARCH 15, 2022

I’m not sure I can live up to all that you just said there, but it’s great to be part of your conversation here. Today, we welcome to the podcast, Terry Rybolt, Chief Revenue Officer at LiveXchange Technologies. Welcome to the pod, Terry. Listen to the full podcast recording here: Hailey, thank you very much. We have a lot of fun.

Gamification 52

Gamification outsourcing Contact Center Technology 52

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. But how many would list quality assurance, a standard contact center metric, as a customer experience metric? In the modern contact center, these ARE customer experience metrics. Click here to read the original. Average Handle Time (AHT).

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

Upstream Works

JANUARY 18, 2022

No area of business has been impacted by the great resignation more than the contact center. Many organizations were focused on improving customer experience and digitizing the contact center just two years ago. Staff members are resigning at unheard of rates and hiring has become next to impossible.

Virtual Agent 78

Virtual Agent Contact Center Coaching Wait times 78

Upstream Works

APRIL 28, 2022

Technology is undeniably important for contact centers to deliver great customer experience (CX), but nothing matters more than your agents. But, it’s the person-to-person interactions that will have the greatest impact on CX and the success of your contact center.

Contact Center 78

Contact Center Multichannel Call Center Chatbots 78

JustCall

APRIL 5, 2023

This blog dives deep to pull out insights that help you choose. This blog dives deep to pull out insights that help you choose. User Interface Comparison The user interface is the first point of contact between the user and the application. Thus, our JustCall vs 8×8 comparison starts with the user interface.

Interactive Voice Response 52

Interactive Voice Response Contact Center APIs Analytics 52