BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award. Learn more about the Stevie Awards at www.StevieAwards.com.

Contact Center 71

Contact Center Government Customer Care outsourcing 71

Contact Center Pipeline

AUGUST 22, 2017

Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage of centers indicated that analytics falls within the “Have but do not use effectively” category.

Analytics 206

Analytics Contact Center Surveys Customer Experience 206

ShepHyken

JUNE 28, 2019

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Technology replacing humans.

Contact Center 279

Contact Center Self service Banking Airlines 279

LiveVox

APRIL 24, 2023

Enterprises are getting the agility and versatility they need with cloud-based contact center infrastructure solutions and the value vendors like LiveVos are delivering only continues to increase.

Consulting 75

Consulting Consulting Marketing Contact Center 75

Hodusoft

OCTOBER 6, 2022

HoduSoft, a leading unified communications software maker, today announced that their Call & Contact Center Software, HoduCC has been ranked as the No. 1 Predictive Dialer Software in GetApp ’s Category Leader list, published by Gartner Digital Markets Report.

Contact center software 52

Contact center software voip Contact Center Customer Support 52

Toister Performance Solutions

MARCH 11, 2021

This past year has been tough on contact center agents. Some contact centers endured unimaginable spikes in volume. About the Benchmark Portal Agent Voices Report The report is based on a detailed survey that was given to more than 10,000 contact center agents and leads in North America.

Contact Center 123

Contact Center Benchmark Surveys Feedback 123

Aspect

JUNE 4, 2020

To follow the same path as Rumi — at least in a business sense — contact center leaders must have a plan that enables them to rapidly respond and adapt to change. Business Continuity in the Contact Center. ‘The art of knowing is knowing what to ignore’ was once said by the prolific poet, Rumi.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

Transparent BPO

MARCH 17, 2020

The post Transparent BPO Finalist in 2 ICMI Contact Center Award Categories appeared first on Transparent BPO.

Contact Center 48

Contact Center outsourcing Consulting Consulting 48

Vistio

MARCH 7, 2024

Here at Vistio, we’re proud to announce that ServiceSim has secured a finalist spot in the Contact Center Solution category at the 18th annual Stevie Awards in Las Vegas in April. It’s amazing to see how far ServiceSim has come since we launched it in September.

contact center solutions 52

contact center solutions Contact Center Outbound sales Healthcare 52

JustCall

OCTOBER 22, 2023

Contact centers are based on catering to customers’ needs and queries. The easiest way to do so is by tracking and analyzing customer behavior through contact center interactions. Keeping track of call center metrics and statistics seems like a daunting task.

Contact Center 52

Contact Center Contact center software Abandon rate Analytics 52

Talkdesk

JULY 10, 2020

This accomplishment was a huge step and placed Talkdesk as a key player in the contact center space. Talkdesk kicked-off 2020 with an ambitious release program to revolutionize the contact center industry. The post G2 Summer 2020 reports: Talkdesk is #1 in five categories appeared first on Talkdesk. stars out of 5.

Contact Center 84

Contact Center Marketing 84

HGS

JANUARY 25, 2021

Ready to modernize your contact center? Tis the season for contact center trends, predictions, and “must-watch” lists. An alternate, or supplemental, way of looking at technology adoption and maturity in the contact center involves Rogers’ stages of diffusion of innovation. Assess trends with care.

Contact Center 130

Contact Center Banking Education Self service 130

Toister Performance Solutions

MARCH 2, 2023

Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. That spells trouble for contact centers. That study found 74 percent of contact center agents were at risk of burnout.

Contact Center 102

Contact Center Agent burnout Surveys Accountability 102

Cisco - Contact Center

APRIL 19, 2024

Cisco’s 7th annual Partner Innovation Challenge has ascended to global prominence, captivating partners from an astounding 96 countries and distributing over $3.3 million USD in collective rewards. L… Read more on Cisco Blogs

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98

CX Global Media

DECEMBER 28, 2017

At least it is as stated in CCW’s Executive Report Contact Center Priorities for 2018. As you see below, in the “workforce empowerment” segment of the report there are several categories to consider when thinking about supporting and uplifting employee skills, abilities and ultimately the customer experience. But which one?

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

CSM Magazine

FEBRUARY 16, 2024

In April 2024, the Las Vegas Convention Center will see the return of the Call and Contact Center Expo. The event is focused on the processes used by call and contact centers, with showcases from over 200 different business representatives along with seminars by over 100 industry experts.

Contact Center 52

Contact Center Big data Call Center Technology 52

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

Contact Center 105

Contact Center CRM Call Center Personalization 105

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. From small helpdesks operated by specialist manufacturers to vast contact centers run by leading telecoms and consumer electronics providers, end users can now receive faster, more effective service and support from both live human agents and virtual assistants.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

Balto

JULY 27, 2023

Contact center AI solutions are certainly not new, but the recent boom in AI interest does have people talking. But while contact center leaders are considering AI and may be rushing to implement it now, it will take time to actually get it right. This helps save time and produce better outcomes in contact centers.

Contact Center 52

Contact Center Call flow Interactive Voice Response Metrics 52

Cisco - Contact Center

JUNE 18, 2020

Driving Business Growth for Customers with the Intelligent Contact Center. Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Contact Center Installed Base. Identified by Aragon Research. Focus on AI.

Contact Center 132

Contact Center Enterprise contact center solutions Cloud contact 132

CSM Magazine

MARCH 11, 2021

Contact center outsourcing has proven to be highly beneficial, but it isn’t without its faults. Call spikes are probably the biggest challenge that contact centers face. Due to this predictability, a business can hire an outsourced team to help their contact center manage the high call volume when needed.

outsourcing 105

outsourcing Contact Center Multi-channel support Call Center 105

CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. The already frustrated customer is now stuck in a queue with a long wait; that’s because staffing levels are down because contact centers don’t have enough customer-facing workers. It’s a vicious cycle.

Management 195

Management Average Handle Time Self service First call resolution 195

Call Center Weekly

NOVEMBER 26, 2018

This is especially true in large contact centers and back office organizations given their high human density, spontaneous growth requirements, increasing competition and turbulent levels of employee attrition. For example, they post all open positions, especially back office and contact center agents. the Philippines).

Contact Center 169

Contact Center Coaching Business Process Outsourcing Transportation 169

CCNG

JANUARY 10, 2024

As the contact center industry looks toward ChatGPT and other emerging technologies, the positive possibilities seem endless. Everyone Wants the Same Thing The company and the contact center agents both want the correct updated information to offer to customers. Coaching can be more acceptable to a contact center agent.

Technology 195

Technology CCNG Coaching Contact Center 195

DMG Consulting

JANUARY 3, 2020

The Hybrid Contact Center Workforce of 2030. This will be a relatively common issue in 10 years when contact centers and many other functions in organizations are staffed with a combination of humans, intelligent AI-enabled assistants, and robots. The contact center workforce has already started to change.

contact center workforce 96

contact center workforce Contact Center Virtual Agent Enterprise 96

Playvox

NOVEMBER 29, 2022

Call avoidance is a common issue in contact centers and must be dealt with to ensure a positive experience for your customers. But agents can quickly become frustrated and overwhelmed when dealing with irate customers and high contact volumes, leading them to avoid interactions. 6 Tips For Writing Your Contact Avoidance Policy.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

Fonolo

SEPTEMBER 17, 2020

That’s why, in the contact center world, extroverts are more sought after than introverts. For starters, contact center agents do more than just answering calls and emails. The Perfect Call Center Agent Does Exist. The Extroverted Contact Center Agent. The Introverted Contact Center Agent.

Contact Center 128

Contact Center Personalization Call Center Coaching 128

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. Where to get it: [link].

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

DMG Consulting

JANUARY 10, 2022

Contact Center Workplaces Are in the Midst of a Renaissance. This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. The employee-employer relationship in contact centers is finally being re-evaluated and redefined, and not a moment too soon.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

SmartAction

NOVEMBER 7, 2018

In the contact center, it isn’t often that a new category of technology emerges. Moreover, they have recognized the need to name leaders in this emerging category. This week, for the first time ever, Frost & Sullivan has named this same category, identifying it as “AI-enhanced Self-Service Solutions.”

Self service 79

Self service Virtual Agent Contact Center Customer Support 79

DMG Consulting

NOVEMBER 3, 2020

Question: Is contact center performance management something more than advanced reporting? CCPM solutions can deliver great value in these complex operating environments by providing strategic insights regarding most aspects of a contact center’s performance and delivering advanced business intelligence (BI) support.

Contact Center 77

Contact Center Management Enterprise Marketing 77

Contact Center Pipeline

SEPTEMBER 6, 2017

Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The water that rained from the skies on Texas has been measured in the trillions of gallons. More than Hurricane Katrina and Hurricane Sandy, combined.

Contact Center 157

Contact Center Personalization Call Center 157

Call Center Weekly

OCTOBER 13, 2017

By Sean Hawkins This is an exciting time to be in the contact center! The call center of old, is vastly different than today's contact center. Perceptions about the contact center Ask the average person, and they are likely to have a negative opinion of the contact center.

Contact Center 100

Contact Center Education Call Center Government 100

NobelBiz

FEBRUARY 22, 2023

For the contact center industry, customer relationships management has also dramatically shifted. This revolution of channels must enable contact centers to make client relationships even more distinctive by personalizing them and creating a genuine consumer experience. Which communication should you focus on?

Contact Center 52

Contact Center Scripts Customer Care contact center solutions 52