CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Working from home (WFH) is the core of business continuity today.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

Beyond Philosophy

OCTOBER 13, 2022

Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? I didn’t know what the whatchamacallit was, but I knew it wasn’t working. However, I couldn’t book it myself and had to call an agent. We created this newsletter in partnership with Streem.

Customer Experience 221

Customer Experience Contact Center Engineering Scripts 221

Outsource Consultants

MARCH 9, 2023

During the COVID-19 pandemic, work-from-home models spread throughout the call center industry. Some BPO providers were fortunate enough to have a remote work infrastructure in place before the COVID-19 pandemic, but many had to quickly adapt to new quarantine regulations.

Morale 128

Morale outsourcing Call Center Entertainment 128

Beyond Philosophy

JANUARY 25, 2024

Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.” Plus, even if you’re not familiar with Australian rules football, the sports metaphors work well. It’s not glamorous.

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. A call dropped in the middle of a customer complaint. CX Visibility Bad audio quality.

Contact Center 76

Contact Center Customer Experience Technology Sales 76

Calabrio

SEPTEMBER 9, 2020

The following post is a guest contribution summary from Kimberley Drobny of Waterfield Technologies. You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. It can be difficult to know if and when your team is working.

Analytics 59

Analytics Contact Center Technology Personalization 59

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Working from home (WFH) is the core of business continuity today.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

Beyond Philosophy

DECEMBER 7, 2023

” But a phrase is little more than words unless there is action that comes from it. However, I disagree; fewer people work in Customer Experience these days. For example, it bugs me that call center recordings always say they are experiencing a high volume of calls but that my call is important to them.

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

Aspect

MARCH 26, 2020

Inundated with Inbound Calls. A large technology company was being inundated with inbound calls and needed an approach to “insulate their contact center.” ” They wanted to throttle the amount of calls that route to an agent in their call center. Customers Getting Fast Busy Signal.

At home agents 155

At home agents Contact Center Interactive Voice Response Call Center 155

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. These kinds of challenges often stem from vendors having minimal control over their resale of voice services, leaving many contact centers vulnerable.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Call Center Workforce Statistics.

Call Center 207

Call Center outsourcing Contact Center Finance 207

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

SharpenCX

MAY 22, 2023

As businesses strive to provide exceptional customer experiences, the role of call centers becomes increasingly significant. However, traditional on-premises call center systems can be costly, inflexible, and challenging to manage. That’s where cloud call center software comes to the rescue.

call center software 67

call center software Call Center Interactive Voice Response call center solutions 67

Aspect

MAY 18, 2020

It’s a brave new world for contact centers in the wake of the COVID-19 crisis. In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16 , and a recent Gartner poll of CFOs indicates that 74% think telecommuting will become permanent.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

Aspect

MARCH 30, 2020

No – it is all about how one leads and motivates a workforce that is spread out across tens or hundreds of independent sites called “homes.”. Through it all, we have achieved 100% of our SLAs in terms of call and resolution response times. All other system changes require specific sign-offs from the customer themselves.

Government 153

Government Contact Center Education Consulting 153

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Role of contact center software in managing a ‘hybrid workforce’.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

Steve DiGioia

MAY 2, 2022

I used to take the train from my home in Brooklyn, NY to Madison Square Garden in Manhattan each month to watch the matches in person. No matter how scripted a match may be, the ebb and flow of a wrestling match is a work in progress. It’s amazing watching two experienced wrestlers working their craft. It happens.

Customer Service 328

Customer Service Entertainment Morale Scripts 328

Plantronics

OCTOBER 22, 2020

When looking at the customer service sector, if anything can be near certain during these unpredictable times – it’s that hybrid working is the future for the call center. As a matter of fact, Frost & Sullivan predicts that 20% of the call center workforce will working from home in the near future.

call center workforce 52

call center workforce Customer Service Call Center Contact Center 52

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row. Cloud Agility.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Aspect

SEPTEMBER 21, 2018

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest. Define the Home Office.

At home agents 78

At home agents Coaching Gamification Metrics 78

Aspect

MARCH 23, 2020

Most revolved around the data centers not being able to operate. However, the state of the world surrounding the COVID-19 pandemic is not about whether a data center is working, but how a remote workforce can access it. Early last week, we conducted a disaster drill for all of our teams and asked 100% of them to work from home.

Education 123

Education Consulting Consulting Customer Support 123

Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. In March, VPNs were rapidly expanded, laptops were taken home and agents found a quiet area in their homes from which to work.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Expivia

OCTOBER 9, 2020

Our Advice from a Call Center Geek community has started a mailbag for questions from all the other geeks out there. We will not sell your information, nor will you get lots of spam from us. We might, however, use your anonymous inquiries on the podcast, blog, or LinkedIn. How do we play games at home?

Call Center 98

Call Center Analytics Morale Personalization 98

Spearline

MARCH 9, 2022

Over the last 2 years, a global shift in remote working has come into force and working from home has become the new norm. But what affect is our home working environment having on our ability to communicate with customers? Has this type of complaint increased since your agents have been working remotely?

Self service 98

Self service Contact Center Call Center Accountability 98

Outsource Consultants

OCTOBER 13, 2020

If you read the blog title and thought, “Great! Offshore call centers have been the gold standard for some time, and The Philippines chief among them. While COVID-19 has hampered the speed of the region to offer seamless remote-work models, the technical fundamentals of their personalized service remains.

outsourcing 128

outsourcing Call Center Contact Center Marketing 128

aircall

JULY 28, 2021

CEO Sundar Pichai explained in a blog post: “Our campuses have been at the heart of our Google community, and the majority of our employees still want to be on campus some of the time. More importantly, how can they continue empowering their employees despite them working in remote locations? What Is a Hybrid Workforce? By the Numbers.

Real estate 104

Real estate call center software Call Center Wait times 104

TeleDirect

OCTOBER 23, 2023

VoIP, or Voice over Internet Protocol, allows you to make calls over the internet. If you’re wondering, “ What is VoIP, and how does it work ?” VoIP phones are designed to use VoIP technology to place and receive calls over an IP network. You can get multiple phone numbers and quickly route calls.

voip 62

voip Wireless call center solutions Call Center 62

Aspect

MARCH 17, 2020

Contact Center Community –. I have spent the last several days writing, calling and working with customers I have developed relationships with. I have spent the last several days writing, calling and working with customers I have developed relationships with. We are going to keep our COVID-19 response plan simple.

Chief Customer Officer 124

Chief Customer Officer Airlines Banking Contact Center 124

TechSee

JUNE 10, 2021

Sure, they divert your workforce from more strategic tasks. . This blog challenges that status quo. In addition, Gartner reports that field service teams have created new triage and digital service support roles for senior field technicians who no longer want to work in the field.

Self service 207

Self service Analytics Transportation Healthcare 207

Aspect

MAY 6, 2020

But when agents move from a centralized location to a distributed environment and the very culture of the organization is in flux, many of the existing workforce management (WFM) assumptions and parameters should be re-examined. Download our white paper , The Home Field Advantage: Business Continuity by Design. .

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

Spearline

FEBRUARY 21, 2023

Agent Assure is a new tool that helps call center managers and IT support teams troubleshoot internet connectivity and call quality issues for work-from-home agents. Are you tired of constantly dealing with poor call quality and connectivity issues with your work from home agents?

Call Center 52

Call Center Average Handle Time Self service Contact Center 52

Aspect

APRIL 2, 2020

The promise of work at home, or work anywhere, sometimes called “ smart working ,” is that employee s can work where they please, when needed, when the company and its customers require. O ver the past several weeks, o ur situation is different from the classic smart working use cases for contact centers.

contact center workforce 129

contact center workforce Morale Contact Center Surveys 129

TeamSupport

OCTOBER 14, 2020

In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. We couldn’t agree more!

Customer Support 98

Customer Support Call Center Coaching Consulting 98

Plantronics

OCTOBER 22, 2020

When looking at the customer service sector, if anything can be near certain during these unpredictable times – it’s that hybrid working is the future for the call center. As a matter of fact, Frost & Sullivan predicts that 20% of the call center workforce will working from home in the near future.

call center workforce 45

call center workforce Customer Service Call Center Contact Center 45

Talkdesk

MARCH 26, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. The sheer volume increase would overwhelm even a fully staffed contact center.

Contact Center 92

Contact Center Call Center Technology Customer Support 92

bold360 Blog

APRIL 1, 2020

We’re all experiencing daily disruption brought about by social distancing as we stay, work and learn at home. No matter what happens next, your employees and customers will continue to have questions they need answered (and fast), even as your call center struggles to maintain operational continuity.

Call Center 95

Call Center Management Self service Abandon rate 95

Spearline

JUNE 2, 2022

It’s been widely noted that the last two years of pandemic have forced an acceleration of the digital transformation of many companies, not least those operating contact centers. So what are the contact center trends for 2022? And, more specifically, what are the contact center technology trends for 2022? reduction in spending.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98