contact-centers plans 
CCNG
DECEMBER 16, 2020
In a recent panel discussion with CCNG members on the topic of 2021 Contact Center Predictions, Ron shares a few perspectives learned from this year. First, companies found self service options inadequate – When COVID hit in March, many industries found their automated systems were inadequate to help handle call volumes.
Taylor Reach Group
SEPTEMBER 3, 2021
After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. The employee revolving door is something to which most contact center leaders are accustomed.
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LiveVox
FEBRUARY 23, 2023
Developing and maintaining a comprehensive business continuity and disaster recovery (BCDR) plan is a demanding and resource-intensive activity. But if the last time you reviewed your plan was before the COVID-19 pandemic, you likely have considerable […] The post Is It (Past) Time to Review Your Contact Center BCDR Plan?
Playvox
APRIL 19, 2022
If the last 24 months have taught us anything, it’s that long-term capacity planning is in dire need of an overhaul. In the dynamic world of customer support and service, capacity planning, or the process of long-term forecasting and planning for staffing needs, can’t be static. Radically Operationalized Capacity Planning.”.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Providing data-driven coaching in live calls.
Talkdesk
AUGUST 3, 2020
In addition, your contact center might have witnessed some shifts in the composition of its staff. In the contact center space, security breaches can seriously damage your business by penetrating valuable customer data. The post 3 contact center security threats every business must plan for appeared first on Talkdesk.
CCNG
FEBRUARY 22, 2021
David Reed talks with members about Business Continuity Planning sharing insights from his time running Orlando call centers with Walt Disney World r prior to Y2K. He was asked to lead the team that developed Walt Disney World’s overall business continuity plan in preparation for Y2K. And agent availability is the last big one.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Providing data-driven coaching in live calls.
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This new normal brings new challenges for contact centers. This eBook includes checklists for developing agent empathy and business continuity plans. Happier agents mean a better customer experience and improved CSAT/NPS scores. Find out what you need to do for your organization to excel.
Speaker: Tiffany Anderson, Director CX Process/Initiatives, Purchasing Power & Brian Morin, CMO, SmartAction
Insights from a contact center leader who’s done it with proven success. A plan for your contact center to introduce AI automation in the next six months. Key takeaways: Step-by-step process for conversational AI self-service implementation. October 24th, 2019 9:30 AM PDT, 12:30 PM EDT, 5:30 PM GMT.
Speaker: Errol S. van Engelen, Author, Speaker and Independent Advisor
In today’s high-pressure world, digital transformation is everywhere on the agendas of corporate boards and has risen to the top of CEOs’ strategic plans. This webinar is designed for a broad audience including business and technology professionals, as well as managers in the contact center industry.
Speaker: Vicki Herrell, Executive Director, SWPP, & Steve Kosiba, Product Marketing Manager, Genesys
As your contact center becomes more complex with a growing number of communication channels and touchpoints, it’s more important than ever to have the right technology in place to support your workforce. And smooth communications with operations staff and accountability to plan become your daily reality.
Speaker: Adam Saad - Founder & CEO, Tech Stack Advising
Somewhere in a global contact center, there is an agent who has spent the last 8 hours answering questions from disgruntled customers. In order to keep agents both satisfied and engaged, we must develop a plan that mitigates the concerns of current agents and halts any potential issues that may arise with new hires.
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Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.
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