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. We’re all adapting since COVID-19 struck, maybe better than we initially expected. The contact center workforce was already going remote. Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Fonolo

OCTOBER 27, 2020

As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. We were surprised at the similarities between each of their responses. I was also surprised by how many call centers were unprepared for the move to work from home.

Contact Center 147

Contact Center Coaching call center association Call Center 147

Outsource Consultants

OCTOBER 13, 2020

The entire BPO industry has been turned upside down by COVID-related ramifications , and it’s a complex assessment of which regions are doing better than others. Offshore call centers have been the gold standard for some time, and The Philippines chief among them. If you read the blog title and thought, “Great!

outsourcing 128

outsourcing Call Center Contact Center Marketing 128

Talkdesk

AUGUST 28, 2020

The healthcare contact center has been impacted by COVID-19 more so than virtually any other industry. This was the topic at the healthcare roundtable at CCW 2020 (“CCW at Home”), where a number of health and health services-related organizations discussed the new norm for the contact center.

Healthcare 124

Healthcare Contact Center Technical Support CRM 124

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. From the ongoing impact of COVID-19 to supply chain issues and global conflict, businesses are facing unrelenting pressure.

Customer Service 151

Customer Service Chatbots Self service Customer Care 151

CCNG

MAY 11, 2022

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place? Let's jump right in. ?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

TechSee

AUGUST 14, 2023

Adrian’s driving passion is helping create, develop, and grow businesses that take care of their customers in the best way possible and create the great teams that are required to do that. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Written by Nick Glimsdahl. This article will cover the following: · Business Continuity.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. What does top-tier customer service look like in your call center?

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

Fonolo

NOVEMBER 5, 2020

With change and uncertainty looming thanks to the COVID-19 pandemic, you can count on one thing for sure — that your customers will be leaning heavily on your customer support team. Are there certain times of the week where your team experiences higher than normal demand? – Call Centre Helper.

Call Center 132

Call Center Interactive Voice Response Self service Contact Center 132

Serenova

APRIL 16, 2020

During the COVID-19 pandemic, companies worldwide have been laser-focused on supporting—and keeping—customers. For a Serenova global food manufacturer customer, scaling an internal HR access line to meet increased demand from employees with questions and requests related to COVID-19 was one way to provide that support.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

Nicereply

APRIL 6, 2022

In this blog, you’ll learn more about the changes in the industry caused by COVID-19 and how you can manage your team better during quarantine. But since they aren’t in a physical shop where staff can provide immediate assistance, consumers expect lightning-fast responses. Building brand loyalty through empathy.

Customer Support 98

Customer Support Morale Chatbots Wait times 98

Fonolo

DECEMBER 15, 2020

However, we’re willing to bet that this contact center trend — resiliency — will be seen across all industries. COVID-19 reminded us that bad stuff happens quite regularly. Contact centers need to be more resilient before the next crisis. Contact centers need to be more resilient before the next crisis. Redundancy.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

Fonolo

JULY 21, 2020

Lots of conversations happen daily at your contact center. Saying you have an open-door work policy is easy; making sure that your contact center agents feel comfortable voicing their concerns to management is much more challenging. Is Flex-Time Right for Your Contact Center? But do you know what’s being left unsaid?

Contact Center 118

Contact Center Management Construction Call Center 118

Fonolo

JULY 28, 2020

A recent Brand Sentiment Report from Vesta has investigated customer perceptions during COVID with some interesting findings. More than half of the 6,000 people surveyed said that their perceptions of brands has changed since the COVID crisis began. 6 Secrets for Boosting Customer Satisfaction in the Contact Center.

Wait times 128

Wait times Surveys Contact Center Banking 128

Fonolo

MAY 4, 2021

Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors. Budget-conscious center managers are struggling to up their CX game while managing the cost of upgrading their operations. The ROI of Call-Backs for Your Call Center.

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

Talkdesk

MARCH 16, 2021

The covid pandemic mandating regional lock-downs and stay-at-home orders had a devastating effect on small and midsize businesses (SMBs)—the lifeblood of the U.S. Upside Business Travel was significantly impacted by COVID-19. Small and midsize business owners deserve PPP support in their corner.

Banking 121

Banking Government Wait times Contact Center 121

Hodusoft

MAY 10, 2023

11 Must Know Call Center Terminologies- A Guide! In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. between 2021 and 2026. This also leads to improved customer satisfaction and increased loyalty.

Call Center 100

Call Center Abandon Call Interactive Voice Response call center software 100

TechSee

APRIL 21, 2021

Call centers are busier than ever. consumers have required assistance during the COVID-19 pandemic. These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. Robotic Process Automation.

Call Center 136

Call Center Contact Center Self service call center solutions 136

Serenova

APRIL 7, 2020

With COVID-19 continuing to spread and wreak havoc across the globe, we’ve been busy working with our existing and new customers to help them manage the unprecedented—and unexpected—effects. Together, we’re finding the fastest and most effective ways to solve those challenges. The Challenge of Transitioning to WFH: A Use Case.

contact center solutions 98

contact center solutions Cloud contact Contact Center Business Process Outsourcing 98

Fonolo

JUNE 30, 2020

So, you’re hiring a new call-center agent. And even if you find them, they may not stick around; call centers are notorious for their high turnover. According to Avoxi , call center attrition rates hover around 33% on average. Handpicked related content: 7 Things Great Call Center Managers Do Every Day.

Call Center 136

Call Center Contact Center Construction Scripts 136

aircall

JULY 28, 2021

It announced that it would be adopting a hybrid workforce model in response to employee demands. Companies across the world are increasingly embracing the hybrid workforce, spurred, in part, by the COVID-19 pandemic. The term “hybrid workforce” has become near-ubiquitous ever since the COVID-19 outbreak hit in early 2020.

Real estate 104

Real estate call center software Call Center Wait times 104

Serenova

MAY 7, 2020

If you’ve been trying to build a compelling case for migrating your contact center to the cloud, COVID-19 may have provided an unexpected boost. But as many contact centers are learning through their experiences during this pandemic, now is a smart time to (re)consider the cloud. Easily burst to scale.

Contact Center 86

Contact Center Analytics Morale contact center solutions 86

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. Your call is very important to us, please stay on the line and your call will be answered in the order it was received.”

Virtual Agent 78

Virtual Agent Self service Transportation Customer Experience 78

Serenova

APRIL 19, 2020

While most of us have been in lockdown mode, healthcare, financial services and other “essential” industries have had to continue to operate and serve customers through their contact centers. These contact centers are rising to the challenge of this global crisis. Choosing the Right Partner. Customer-first Support.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

TeleDirect

JUNE 2, 2021

Same goes for birthday parties at the office, team-building exercises, and a thousand other things. Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO), not to mention state and local agencies. So consider going back to a cubicle configuration for your post-COVID office workspace.

Business Process Outsourcing 75

Business Process Outsourcing Best practices Call Center outsourcing 75

Revation Systems

APRIL 30, 2020

Powered by LinkLive Healthcare, the Secure Cloud-based Contact Center Helps Arizona’s Healthcare Facilities Act Fast for COVID-19 Patients. Revation’s LinkLive Healthcare solution powers the free service that is being managed by ADHS.

Healthcare 62

Healthcare Contact Center Government Management 62

The Northridge Group

OCTOBER 1, 2020

Developing service excellence at the contact center management level is a critical enabler for a company’s long-term success. In a typical contact center, frontline managers are responsible for developing team members, but for a variety of reasons, they don’t always do it as well as they should.

Coaching 128

Coaching Contact Center Best practices Management 128

Fonolo

JANUARY 13, 2022

Managers and supervisors must schedule, monitor, and engage call center agents. They’re also responsible for managing agent performance , keeping track of company KPIs and metrics, maintaining customer service strategies, managing budgets, and monitoring the latest trends in the contact center.

Call Center 81

Call Center Management Average Handle Time Metrics 81

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. With Serenova’s CxEngage Rapid Response program, contact centers can leverage a cloud solution within 48 hours. Leading a WFH Team through Uncertainty.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Global Response

JULY 10, 2023

The Philippines may be a popular call center location, but are they the right location for your call center? In addition, with such a long history of call center operations—and a strong reputation—the Philippines remain in-demand for call center outsourcing. Excellent English Proficiency.

Call Center 62

Call Center outsourcing Technical Support Education 62

Serenova

MARCH 23, 2020

If there is one clear lesson to be learned from COVID-19, it’s the power of adapting—well and quickly—to change. With the effects of the COVID-19 crisis continuing to grow in scale and impact every day, Serenova is committed to helping keep contact centers working, safely.

Contact Center 80

Contact Center contact center workforce Government Healthcare 80

Noble Systems

APRIL 21, 2020

On the contrary, call center services are in high demand, and business continuity for call centers is becoming more important for economic and societal health. Contact center agents, considered essential critical infrastructure workers during COVID-19 by CISA , have always had a stressful job.

Call Center 68

Call Center Schedule adherence Contact Center Gamification 68

SharpenCX

JULY 1, 2020

If you don’t address small irritants between your teammates, they can fester into resentment and eventually impact your contact center work. And with companies working remotely more often, leaders are faced with managing new key challenges, like how to handle conflict in the workforce. Complications of Conflict and Remote Teams.

Contact Center 137

Contact Center Management call center workforce Morale 137

Fonolo

MAY 19, 2020

The coronavirus has altered the way that contact centers reach out to their customers and will undoubtedly change the way business is done in the future. Companies are having to rework their business models to manage costs and expenses. The Pandemic Has Already Changed Call Centers. Capital One Financial Corp.

Call Center 91

Call Center Banking Real estate Contact Center 91

SharpenCX

APRIL 7, 2020

Thanks to COVID-19, we’ve all transitioned into a work-from-anywhere model to continue operating at the same pace. How do you keep your team as productive from home? Stay on Top of the Challenges of a Virtual Call Center. In some circumstances, a virtual call center is even more efficient.

virtual call center 104

virtual call center Call Center Coaching Contact center software 104

Monet Software

MARCH 4, 2021

After a tumultuous 10 months for contact centers and agents, new possibilities open. This may seem an awfully philosophical topic to raise in reference to contact centers. This may seem an awfully philosophical topic to raise in reference to contact centers. Sure, there’s always talk about call center workforce engagement.

call center workforce 71

call center workforce Employee engagement Contact Center Call Center 71