NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? This technology is a component that takes calls and assigns them to the appropriate agent.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Serenova

MARCH 31, 2020

Contact centers are still scrambling to find ways to support work-from-home (WFH) agents in the face of the coronavirus and rapidly spreading COVID-19 outbreak. This move to WFH is imperative to the health of your agents, and the only way to do it quickly and effectively—long-term—is through a cloud-based solution.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Noble Systems

SEPTEMBER 3, 2019

In Part 1 of this two-part series on contact center burnout we covered some of the warning signs of agent overload. According to research by Contact Babel, medium sized contact centers have an average turnover rate of 37%. Why is this so important? Agents are human. Humans have limits.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Playvox

FEBRUARY 2, 2022

It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. According to industry studies , average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into the triple digits. Some contact centers experience almost no turnover at all.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Serenova

APRIL 13, 2020

Now that your contact center agents are safely working from home, it’s time to focus on the business of managing and coaching to ensure productivity. Celebrating wins in an on-site contact center environment was easier. Here are six tips to help. Embrace the Positive. Help Employees Connect.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

Noble Systems

SEPTEMBER 8, 2020

COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. A cloud-based contact center makes the transition to a remote workforce, quick and easy. Yet Dave was able to leverage the Noble Contact Center solution to transition his agents to 100% WFH within a week!

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

Balto

JUNE 3, 2022

Every contact center encounters its fair share of hurdles on the path to success. Fix-It Friday targets contact center leaders’ biggest frustrations with solution-focused content. How Common Are Remote Contact Center Agents? The contact center landscape has shifted dramatically in the last few years.

Gamification 52

Gamification Scripts Contact Center Surveys 52

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 12/11/2019. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. million in 2016 to$1,655.3

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Differentiated and compelling capabilities driving growth.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Serenova

APRIL 9, 2019

For years, contact center agents were largely run by Baby Boomer and Gen X agents. However, as many contact center managers know, those same processes may not work for their Millennial (born between 1981 and 1996) and Gen Z (born in 1997 and later) counterparts. Every generation comes with its own preferences and habits.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40

Serenova

JULY 7, 2020

Contact center supervisors must be equipped to better identify and tailor training programs to each agent’s skill gaps and training needs. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Contact centers must train agents to work smarter and more effectively. Embrace continuous training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

NobelBiz

FEBRUARY 22, 2023

Does your contact center have a dedicated team that’s ready and prepared to assist your customers at all times? This aspect makes all the difference in contact lead loss. Assume your contact center employs 500 agents to answer incoming requests from your clients.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. For most contact centers, the cloud means increased security.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Playvox

SEPTEMBER 20, 2023

But how do AI and automation technologies actually help make your contact center more efficient? One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Quality Assurance, or QA, started in the contact center as a very compliance-driven process.

Quality management 52

Quality management Coaching Contact Center Calibration 52

JustCall

MARCH 23, 2023

Interactive Voice Response, or IVR, is necessary for every contact center. In this article, we look at the ten best IVR solutions. 10 Call Center Platforms To Choose From When Looking To Implement IVR JustCall Aircall CloudTalk Kixie PowerCall Twilio Talkdesk GoTo Connect Zendesk LiveAgent Five9 1.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

Serenova

JULY 7, 2020

Contact center supervisors must be equipped to better identify and tailor training programs to each agent’s skill gaps and training needs. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Contact centers must train agents to work smarter and more effectively. Embrace continuous training.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

NobelBiz

OCTOBER 18, 2021

Does your contact center have a dedicated team that’s ready and prepared to assist your customers at all times? This aspect makes all the difference in contact lead loss. Assume your contact center employs 500 agents to answer incoming requests from your clients.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

JustCall

APRIL 24, 2023

Feedback on JustCall from Real-World Users JustCall Pros JustCall Cons The ability to dial numbers from any website is amazing as it allows businesses of any size to scale their operations You can experience major lag during calls It is user-friendly software with features like seamless integration with CRM, HubSpot, Slack, for instance, etc.

voip 52

voip CRM Enterprise Call Center 52

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

DMG Consulting

MAY 7, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. AI solutions and many other contact center systems require a source of knowledge, and KM solutions can address this need by providing a single source of “truth.”

Consulting 48

Consulting Consulting Marketing Management 48

JustCall

APRIL 5, 2023

Talkdesk often comes up as a worthy VoIP alternative, all thanks to its robust artificial intelligence (AI)-powered contact center tools. JustCall Overview JustCall is a VoIP business phone system and contact center software. However, an opaque pricing process and lack of flexibility can make users skeptical.

voip 52

voip Interactive Voice Response APIs Contact Center 52

JustCall

AUGUST 10, 2022

Feedback on JustCall from Real-World Users. Features like call queuing, call recording, number porting, and speech-to-text make it a great solution for support and sales agents. Feedback on Cloudtalk from Real-World Users. Feedback on Aircall from Real-World Users. Feedback on GoToConnect from Real-World Users.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

JustCall

APRIL 12, 2023

This transformation led to virtual call centers, which allow call centers to make and receive customer calls on the go, and be available 24×7 owing to the flexibility of the cloud. What is Virtual Call Center Software? The minimal costs involved make it a highly economical choice.

virtual call center 52

virtual call center call center solutions Call Center call center software 52