Connect

DECEMBER 11, 2023

Technology-enabled transformation is a growing trend as operators look to access the latest technologies shaping the contact centre of the future , with artificial intelligence (AI) a key strategic focus. As such, rather than replace contact centre agents, AI is poised to enhance their capabilities and redefine their roles.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

Call Design

JANUARY 21, 2021

Is your contact centre prepared for success in 2021? While AI won’t replace the human element of your contact centre, it can be used to gather data and information that can help your management team improve daily operations and coach agents on their performance. Utilize Real-Time Transcription. Social Media.

Upselling 167

Upselling Coaching Consulting Consulting 167

Call Design

JUNE 22, 2020

Contact centre changes are never an easy venture, but it’s crucial to embrace an opportunity for change. While the world is slowly returning to normal after a global pandemic, now is the time to identify how your contact centre can be improved. Contact Call Design today to learn how we can help you.

Interactive Voice Response 187

Interactive Voice Response Chatbots Best practices Consulting 187

Call Design

NOVEMBER 17, 2020

If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching. Coach contact centre agents through role-play. Use self-assessment to coach contact centre agents. Contact Call Design today to learn how we can help you!

Coaching 173

Coaching Best practices Feedback Consulting 173

Connect

JULY 5, 2023

Give your customers what they want with optichannel contact centre capabilities. Is your contact centre equipped to give them what they want? What will set your contact centre apart from your competitors is how their preferred channel facilitate a connected, fluid and frictionless experience.

Abandon rate 76

Abandon rate Service level Technology Customer Experience 76

Eptica

JANUARY 6, 2023

Date: Friday, Janvier 6, 2023 Author: Laurianne Merour - Digital Marketing Manager Centre de contact natif Teams : la nouvelle ère. Pour la première fois, les agents des centres de contact peuvent être à la fois distants et connectés à toute l’entreprise, où qu'ils soient. Publié le: 06 Janvier 2023.

APIs 117

APIs Coaching Contact Center Marketing 117

Call Design

JULY 6, 2021

The contact centre industry is the backbone of brands all over the globe. It provides the necessary contact point for customers to connect with brands, whether that be troubleshooting, simple questions or administrative needs. According to a Contact Center Helper report, 95.7% How quickly you wish to answer the contacts.?There

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Connect

NOVEMBER 2, 2018

In Contact Centres around the world, a battle is raging. Many would have you believe there are only two contenders: the Cloud Contact Centre (Contact Centre as a Service (CCaaS)), and the more conventional Contact Centre Infrastructure (CCI). The reality, however, is much more complex.

Cloud contact 177

Cloud contact Technology Customer Experience 177

Peter Lavers

NOVEMBER 20, 2020

This has particularly affected contact centres, and our founding director Peter Lavers was recently asked to contribute to Fonolo’s 2021 Contact Centre Trends Report. It’s an excellent read for anyone with an interest in the contact centre or wider customer experience specialisms.

Customer Experience 130

Customer Experience Customer centricity CRM Customer Service 130

CSM Magazine

APRIL 24, 2024

Sabio Group , the digital experience transformation services specialist, has launched a new e-book aimed at guiding organisations in the optimisation of their contact centre workforce. To view the e-book in its entirety, download a copy of ‘ Maximising WFM Performance ‘, today.

Service level 52

Service level Accountability Customer Service Management 52

Peter Lavers

OCTOBER 21, 2020

Contact Centre specialists Fonolo sought out industry experts (including our own Peter Lavers) and leaders far and wide and asked them how Contact Centres — and the CX industry as a whole — fared in the first few months facing COVID-19. Please click here to read what they found.

CRM 130

CRM Marketing Customer Experience 130

Eptica

NOVEMBER 24, 2022

Date: Thursday, November 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres are choosing the cloud for adding new functionality. Categorie(s): Trends & Markets Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease.

Cloud contact 126

Cloud contact Best practices Banking Technology 126

Call Design

JULY 14, 2021

Over the past two decades, many Australian organisations have formed a large dependency on offshore contact centres mostly due to the fact that staffing costs are significantly lower than hiring staff in Australia. In this blog we look at why some contact centres are coming home and what market factors are driving the shift.

outsourcing 78

outsourcing Technology Customer Service Marketing 78

Call Design

AUGUST 25, 2021

It’s now easier than ever to integrate this technology into your contact centre with immediate and impressive results. Agents that have been with you for a longer time possess a significant amount of knowledge and are more critical in the future development of your contact centre. Builds Engagement.

Gamification 145

Gamification Employee engagement Surveys Consulting 145

Eptica

AUGUST 19, 2022

Date: Friday, August 19, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres must focus more in First Contact Resolution. Author: Pauline Ashenden - Demand Generation Manager Customers want their queries answered accurately without having to make contact more than once. Share this page on: Tweet.

Best practices 106

Best practices B2B Metrics Management 106

Genroe

JANUARY 19, 2023

Get the most out of your call centre project with these essential steps to documentation success. The post Documenting Your Contact Centre Project to Maximise Success appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. Start today!

B2B 98

B2B Feedback Marketing 98

Call Design

JULY 22, 2020

One of the most significant challenges that contact centres face is an incredibly high rate of agent turnover, creating a cyclical problem where the Learning and Development team is continuously training new agents for them only to stay with the company for a couple of months. Contact Call Design today to learn how we can help.

Gamification 173

Gamification Consulting Consulting Personalization 173

Call Design

JULY 14, 2020

Contact centres are at an especially high-risk for transmission due to the number of people on each shift and the sharing of equipment between team members throughout the day. In this blog, we go into detail on what bringing your staff back to the contact centre should look like. Additional Cleaning.

Best practices 135

Best practices Management 135

Eptica

APRIL 19, 2022

Date: Tuesday, April 19, 2022 Author: Pauline Ashenden - Demand Generation Manager How can you reduce contact centre response times? Our latest blog outlines seven important ways you can reduce contact centre response times and increase customer satisfaction. Published on: April 19, 2022. But not in customer service.

Best practices 123

Best practices Customer Service Management 123

Eptica

JULY 14, 2023

Date: Friday, July 14, 2023 Author: Steve Nattress What does ChatGPT mean for the contact centre? Published on: July 14, 2023 Author: Steve Nattress Everyone knows about the abilities of ChatGPT and other generative AI engines – but what does it mean for customer service?

Chatbots 105

Chatbots Engineering Marketing Customer Service 105

Call Design

OCTOBER 27, 2022

Digital transformation and intelligent automation are helping the contact centre industry accelerate growth, achieve operational excellence, and drive superior customer satisfaction. Many contact centres simply do not provide enough support for their agents or have the bandwidth to offer regular training and development opportunities.

Average Handle Time 78

Average Handle Time Coaching Morale Customer Experience 78

Call Design

MAY 10, 2022

The software connects to both your contact centre platform and your workforce management system enabling it to monitor queues and update schedules with changes in real time. Automation is a game-changer for the contact centre industry. Learn more about the benefits that it provides below: Time-Saving. Cost Savings!

Customer Experience 78

Customer Experience Management 78

Eptica

SEPTEMBER 2, 2022

Date: Friday, September 2, 2022 Author: Pauline Ashenden - Demand Generation Manager The key questions to answer when embracing the cloud in your contact centre. Why contact centres must focus more in First Contact Resolution. Tags: Cloud Contact Centre Categories: Best Practice.

Cloud contact 124

Cloud contact Best practices Chatbots Management 124

Eptica

SEPTEMBER 17, 2021

Date: Friday, September 17, 2021 Author: Pauline Ashenden - Demand Generation Manager Why contact centres need to embrace omnichannel. Author: Pauline Ashenden - Demand Generation Manager Customers are now more demanding – and want to be able to contact organisations across more and more channels.

Marketing 112

Marketing Management Customer Service 112

Eptica

JULY 22, 2022

Date: Friday, July 22, 2022 Author: Pauline Ashenden - Demand Generation Manager The importance of sustainability to the contact centre. Author: Pauline Ashenden - Demand Generation Manager The contact centre, like all parts of the organisation, must work towards reducing emissions and ensure the future of the planet.

Self service 93

Self service Marketing Technology Management 93

Callminer

APRIL 29, 2018

During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or Speech) Analytics, many businesses struggle.

Analytics 182

Analytics 182

Call Design

FEBRUARY 10, 2022

A new wave of technology adoption is closing the gap in contact centre operations and shaping how agents perform on a day-to-day basis. While older, legacy systems are common, many contact centres are adopting new digital strategies to elevate productivity and manage unpredicted surges in call volume.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

Call Design

AUGUST 30, 2022

Intelligent automation can alleviate common challenges and bring greater quantifiable operational and financial benefits to contact centres by elevating pressures on service delivery and improving the bottom line. As a result, many contact centres have implemented intelligent automation solutions such as Intradiem to help.

Coaching 78

Coaching Best practices Metrics Management 78

CSM Magazine

NOVEMBER 14, 2023

Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more — not fewer — agents. The response from 400 contact centre managers around the world is clear and reflects Calabrio’s own conversations with customers. of interactions today.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Eptica

FEBRUARY 7, 2022

Date: Monday, February 7, 2022 Author: Pauline Ashenden - Demand Generation Manager Why so many contact centres are turning to Microsoft Teams (Video). Read the full article and watch the video here: Tags: contact centres, Microsoft Teams Categories: Trends & Markets. Published on: February 07, 2022.

Marketing 121

Marketing Management Customer Experience Customer Service 121

Call Design

JUNE 20, 2022

Unlocking productivity within a contact centre through the utilisation of intelligent automation is key to quantifying how automation and artificial intelligence has provided an unprecedented return on investment. ROI alone prioritises intelligent automation over many other new innovations, with contact centres realising value fast.

Coaching 78

Coaching SaaS Engineering Management 78

Eptica

JULY 16, 2021

Date: Friday, July 16, 2021 Author: Pauline Ashenden - Demand Generation Manager Understanding the benefits of moving your contact centre to the cloud. Author: Pauline Ashenden - Demand Generation Manager Embracing the cloud delivers major benefits for contact centres in terms of efficiency and flexibility.

Cloud contact 127

Cloud contact Best practices Marketing Management 127

Eptica

OCTOBER 16, 2020

Optimising Contact Centres. Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0:

Best practices 113

Best practices Cloud contact Marketing Management 113

Callminer

NOVEMBER 13, 2019

Before you plan your contact centre gamification strategy, here are 3 deadly sins you need to avoid.

Gamification 182

Gamification 182

Call Design

JULY 27, 2021

Many contact centres underestimate the importance of onboarding agents well and the challenges they encounter. Contact centres must have a structured onboarding program to ensure staff absorb all critical information, including daily duties, customer service protocols, company policies and regulations. Create a Checklist.

Construction 78

Construction Education Best practices Feedback 78

Eptica

JUNE 16, 2023

Date: Friday, June 16, 2023 Author: Pauline Ashenden - Demand Generation Manager Answering your questions about Microsoft Teams and the contact centre Published on: June 16, 2023 Author: Pauline Ashenden - Demand Generation Manager While organisations are increasingly adopting Teams, they want to ensure it works effectively in their contact centre.

Best practices 62

Best practices Management 62

Call Design

AUGUST 9, 2021

The quality of service and efficiency of how a contact centre is run directly impacts its ability to be successful. Tremendous advancements fuel today’s generation of contact centre automation in AI-powered natural language processing, sophisticated voice bots and intelligent machine learning.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78