Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

SharpenCX

NOVEMBER 23, 2021

How to Run a Highly Effective Contact Center (Start Today) : In this Sharpen blog post, we’ve compiled four ways to support your agents and your customers for a mutual benefit across the board. You’re tying up loose ends, finishing end of year projects, and looking ahead to what 2022 will bring.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

NobelBiz

MARCH 12, 2024

To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). Table of Contents What is Unified Customer Experience Management?

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

CSM Magazine

JANUARY 17, 2024

In 2023, HubSpot Blog conducted a study entitled The State of Video Marketing in 2023. It tracked current trends in video streaming and how businesses are leveraging this power to capture audience interest, and convert it to revenue. They free your workforce from the tyranny of the 9 to 5 schedule.

Enterprise 52

Enterprise Analytics Marketing Sales 52

Hodusoft

OCTOBER 19, 2023

They help manage customer interactions by serving as the initial point of contact. In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. BPOs offer a comprehensive range of services, including but not limited to customer support and sales. million in 2022 to US$34, 570.73

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

CSM Magazine

MARCH 16, 2023

You may be asking what Pi has to do with customer data analytics in contact centres? We do not question the integrity of this analysis or the results derived. However, in my mind speech analytics engines are accurate enough to give confidence in the results. International Pi (π) Day is held every year on March 14.

Analytics 52

Analytics Coaching Finance Upselling 52

CSM Magazine

DECEMBER 13, 2023

On top of that, to safeguard sensitive information, maintain operational integrity, and enhance customer trust, most businesses utilize a call center security checklist. To access real-time data, integrate customer service platforms, such as CRM, order management, or inventory.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Enterprise 52

Enterprise Multichannel Analytics Quality management 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? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Call Design

FEBRUARY 11, 2021

Managing a business in the current times, with online sales booming and working from home a reality, has never been more challenging. Technology has enabled contact centres to deflect simple calls from agents to self-service for years, and this trend continues in the current environment. the annual salary (William G.

Self service 103

Self service Consulting Consulting Analytics 103

Hodusoft

OCTOBER 14, 2022

The blog explains the role of contact center software for e-commerce businesses and how its features can drive business success. Cut down queue through call queue management. The wisest way to deal with this problem is by implementing contact center software with a call queue management feature. trillion USD by 2026.

Contact center software 52

Contact center software Contact Center Analytics Abandon rate 52

ChurnZero

JANUARY 25, 2024

Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge. How will customer success jobs, and the skills they require, evolve in 2024? What skills will help CSMs and individual contributors stand out in 2024?

Education 52

Education Upselling Consulting Consulting 52

Comm100

JANUARY 17, 2024

This transformation is rooted deeply in the integration of advanced automation and artificial intelligence. The necessity to introduce automation into customer service operations is becoming stronger by the month. How does it benefit organizations and customer experience? Chapters Chapter 1 What is automation in customer service?

Customer Service 74

Customer Service Chatbots Customer centricity Feedback 74

Expivia

NOVEMBER 9, 2021

Keeping up with current contact center trends is a crucial part of being a world-leading customer service provider. After decades of experience leading with cloud solutions, analytical software, and workforce engagement solutions, he gave a thought-provoking interview on our podcast, Advice from the Call Center Geek. .

Contact Center 86

Contact Center Chatbots Call Center Analytics 86

VocalCom

JUNE 22, 2020

The COVID-19 pandemic strongly accelerated the remote working trend. To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ).

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Cisco - Contact Center

AUGUST 3, 2020

This open platform architecture enables our customers to easily add and integrate with advanced cloud applications such as AI-based virtual agents, advanced data analytics, workforce optimization, and other Webex applications, including Webex Experience Management, Webex Calling, and Webex Control Hub. Cloud Agility.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. With an increasing number of options for consumers, telcos must prioritize CX to stay ahead of their competitors. Here are the key takeaways from the webinar.

Customer centricity 83

Customer centricity Feedback Telecommunications Customer Support 83

Etech GS

FEBRUARY 6, 2020

To improve the workforce is a constant goal of almost all businesses. If we evaluate the present and peer into the past and expected future by a close analysis of the latest workforce management trends, what emerges as a common objective throughout is nothing but creating a better experience for employees, leading to more efficiency.

Management 52

Management Brand ambassadors Finance Advertising 52

Etech GS

FEBRUARY 6, 2020

To improve the workforce is a constant goal of almost all businesses. If we evaluate the present and peer into the past and expected future by a close analysis of the latest workforce management trends, what emerges as a common objective throughout is nothing but creating a better experience for employees, leading to more efficiency.

Management 52

Management Brand ambassadors Finance Advertising 52

Fonolo

MAY 17, 2017

In this blog, we’ll take a look through some essential infrastructure for the modern contact center, before taking a look at some emerging solutions that could greatly benefit your contact center. 10 Contact Center Technologies You Should Know. 10 Contact Center Technologies You Should Know. Why does contact center technology matter?

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

NICE inContact

JULY 12, 2016

A comprehensive Workforce Optimization (WFO) solution is no longer a luxury. The key to unlocking this power is the insight provided by data analytics. There are three primary points to cover when selling the value of data insights to the C-suite: Outline the functionality and benefits of using analytics.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

Vistio

JUNE 10, 2022

It’s a long-winded answer to say that a lot of lessons learned along the way that actually gave me great direction in starting up my own consulting and managed services company, which I did post Convergys. Can you share a little more about your day-to-day role and responsibilities as the managing partner of SKWeston & Company ? .

Consulting 52

Consulting Consulting Best practices outsourcing 52

Vonage

OCTOBER 29, 2015

This year’s Dreamforce focused on how to make the workplace more agile and integrated – and wearables are the devices to enable this. Similar to how smartphones and cloud technology have already transformed the way we work, wearable technology is the next trend to change working habits. and employee satisfaction by 3.5%.

Sales 117

Sales Contact Center Technology Coaching 117

Calabrio

FEBRUARY 16, 2017

Here are three key trends to watch: 1. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Marketing organizations will expand to incorporate #cctr touchpoints with #VoC #analytics Click To Tweet.

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

Expivia

OCTOBER 4, 2021

Contact center outsourcing can take the weight of customer management off your shoulders. In this guide, we’ll give you tips and advice on how to manage the relationship with your outsourcing partner. In this guide, we’ll give you tips and advice on how to manage the relationship with your outsourcing partner.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Eptica

JANUARY 20, 2016

As always, leading analysts have provided their own thoughts, and in this blog I’d like to look at trends highlighted by Forrester and Gartner. To help minimize customer time , Forrester expects companies to make the whole troubleshooting process more integrated and customer-facing.

Customer Service 49

Customer Service Self service CRM Analytics 49

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. A handful number of customers at this level means that customer success teams can identify most customers by name, describe their expected business outcomes, and predict at-risk and successful customers.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

Enghouse Interactive

FEBRUARY 5, 2021

2020 was a year of profound change, with the pandemic turbocharging many existing trends such as remote working and the switch to digital channels. It relies on four key technology trends to underpin it: 1. It has fundamentally changed how we work, especially in the customer service industry. The rise of hybrid.

Self service 40

Self service Coaching Chatbots Quality management 40

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. Here’s more detail about each of the three big talent priorities and how Talkdesk addresses each: Talent Priority #1: Using analytics to better align staff.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

TechSee

JANUARY 25, 2023

Just one negative interaction with a technician can spoil a company’s reputation, so field service management must continuously find ways to meet growing expectations for quicker resolutions, shorter arrival times, and better overall customer experiences.

Automotive 41

Automotive Management Enterprise B2B 41

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. If you want to learn more about the latest trends in the lead generation space, you can watch the entire webinar discussion on demand here.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

NICE inContact

JUNE 9, 2016

There is so much value in “small” quality management data. A great place to start is speech analytics. Every interaction is important, and there’s no better way to accurately and cost-effectively capture insights from each call than through today’s speech analytics tools. Just because it’s granular, doesn’t mean it lacks value.

Big data 48

Big data Analytics Contact Center Surveys 48

Calabrio

FEBRUARY 16, 2017

Here are three key trends to watch: 1. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Marketing organizations will expand to incorporate #cctr touchpoints with #VoC #analytics Click To Tweet.

Customer centricity 40

Customer centricity Contact Center Call Center outsourcing 40

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. It’s a strategy that’s based on putting your customer first, and at the core of your business.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. This form of answering is a simple and convenient way to collect data and look for trends.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182