CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Leaders model these behaviors and call out agents who exhibit these behaviors.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Times have changed, and where necessary, call center and BPO metrics must change with them.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Beyond Philosophy

APRIL 18, 2024

The idea for this episode came from my recent trip to a fishing supplier near my home in Florida. It’s called Discount Tackle, and the manager knows me. So, even though I know I can get the lure cheaper somewhere else, I appreciate the personalized service and I buy all my fishing gear there.

Personalization 195

Personalization Advertising Technology Marketing 195

CCNG

JANUARY 10, 2024

Mitigating Risk Mitigating risk is a top priority for leaders today since class action lawsuits are a real possibility when there is a problem with a product or service. What if a customer calls in on Tuesday and another customer calls in on Thursday with the same question? Will the scoring of the call be accurate?

Technology 195

Technology CCNG Coaching Contact Center 195

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. The landscape of contact centers has shifted to the WFH (work-from-home) model overnight, bringing in many challenges and opportunities. Network & Device Management. Comprehensive Call Center Metrics Report.

Best practices 217

Best practices Call Center Average Handle Time virtual call center 217

TechSee

APRIL 4, 2023

While searching on the National Association of Home Builders (NAHB) site on the term “customer service”, the phrase “act as if you like your customer” comes up. Having a lovely disposition is certainly more challenging when your staff gets 70 calls daily, but the sentiment is there.

Customer Service 109

Customer Service Customer Care Technology outsourcing 109

Myra Golden Media

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. Your customer service agents rely on audio daily as they support customers!

Customer Service 317

Customer Service Morale Contact Center Call Center 317

ShepHyken

MARCH 17, 2021

Since she is working remotely, she gave her home address. The company recognized that it would cost more to ship to a residential address and took the time to call her and explain that changing the address could save her money. They called me a couple of hours later to tell me my car was ready. Her response was, “Wow!

Sales 429

Sales Customer Service Management Customer Experience 429

ShepHyken

AUGUST 17, 2021

The Uncommon Soft Skills That Make Up the Best Customer Service Representative. They discuss the three most uncommon soft skills that make up the best customer service reps: Creativity, Coordinating with others, and Cognitive Flexibility. Creativity, Coordinating and Cognitive Flexibility. This is a key personality trait.

virtual call center 251

virtual call center Call Center Enterprise Customer Care 251

Toister Performance Solutions

DECEMBER 7, 2023

You're a customer service trainer. You care deeply about helping employees develop customer service skills. It bothers you when employees' managers aren’t nearly as invested. These managers take a "fix my people" approach. The manager delegates customer service training to you and expects you to do all the work.

Management 109

Management Customer Service Feedback Marketing 109

Fonolo

AUGUST 26, 2021

Last year, COVID-19 shifted many call center environments to new models. Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Call centers provide a vital service to customers worldwide. Physical call center environments.

Call Center 142

Call Center Real estate call center software Interactive Voice Response 142

CSM Magazine

APRIL 9, 2024

In this seismic shift, technology plays the central role, effectively bridging the gap between home offices and clients. Here we focus on two major tech tools that are reshaping remote customer support: call tracking software and workforce optimization software.

Customer Support 64

Customer Support Analytics Quality management Management 64

Virtual Live Labs

AUGUST 24, 2021

Creating “Hybrid” Self-Directed Teams in your contact center not only increase productivity, customer service satisfaction scores, sales conversion and employee satisfaction scores, they can also decrease your absenteeism, attrition and work avoidance while Advisors are logged in. Agents get lonely working at home and get virtual shock!

Contact Center 130

Contact Center Coaching Accountability Sales 130

Virtual Live Labs

AUGUST 24, 2021

Creating “Hybrid” Self-Directed Teams in your contact center not only increase productivity, customer service satisfaction scores, sales conversion and employee satisfaction scores, they can also decrease your absenteeism, attrition and work avoidance while Advisors are logged in. Agents get lonely working at home and get virtual shock!

Contact Center 130

Contact Center Coaching Accountability Sales 130

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. Play Video Table of Contents The Pitfalls of Conventional Voice Services For most clients, the difference between voice services is undetectable until significant issues arise.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. Table of Contents Understanding Enterprise Contact Center Solutions: Enterprise Contact Center Solutions represent the backbone of modern customer service operations for large-scale organizations.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. Getting there will require a broader perspective on service. Getting there will require a broader perspective on service. Similarly, AI easily scales up and down to meet changing demands, eliminating long wait times and poor CX during mass service events or seasons.

Chatbots 202

Chatbots Customer Service Wait times APIs 202

Fonolo

MAY 4, 2021

Consumer expectation and channel preference have always dictated the direction of customer service and experience. The highly-coveted Millennial and Gen Z consumers expect and demand a certain quality of customer service across all channels. The ROI of Call-Backs for Your Call Center. The result?

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

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. Will remote agents continue to represent a significant proportion of the call center workforce? Suffice it to say, remote call center workforce management was gaining steam.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

NobelBiz

DECEMBER 5, 2023

Business call forwarding is a vital tool that seamlessly redirects incoming calls to ensure constant communication with clients and colleagues. It offers enhanced flexibility and customization compared to traditional methods, allowing businesses to tailor their call management strategies. for domestic calls and $10.00

voip 104

voip Cloud contact Contact center software Contact Center 104

Aspect

MARCH 26, 2020

Inundated with Inbound Calls. A large technology company was being inundated with inbound calls and needed an approach to “insulate their contact center.” ” They wanted to throttle the amount of calls that route to an agent in their call center. Customers Getting Fast Busy Signal.

At home agents 155

At home agents Contact Center Interactive Voice Response Call Center 155

VirtualPBX

FEBRUARY 1, 2024

Standing for Plain Old Telephone Service, the POTS line has a rich history deeply intertwined with the evolution of communication technology and has served as the steadfast backbone of telecommunication systems for decades. These lines are capable of carrying voice calls, fax transmissions, and basic data at relatively low speeds.

Telecommunications 105

Telecommunications voip Technology Analytics 105

VirtualPBX

NOVEMBER 8, 2023

Whether it’s a flooring manufacturer, a financial services firm, or a digital healthcare solutions company, a reliable and feature-rich communication system is vital to streamline operations and boost customer satisfaction. Every missed call translated to lost business opportunities, a scenario that could not continue.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

AWS Machine Learning

APRIL 22, 2024

Amazon SageMaker HyperPod is purpose-built to accelerate foundation model (FM) training, removing the undifferentiated heavy lifting involved in managing and optimizing a large training compute cluster. With the directory service, you can centrally maintain users and groups, and their permissions. Choose Set up directory. Choose Next.

Scripts 77

Scripts Engineering Management Benchmark 77

Call Design

JULY 7, 2020

As a lot of contact centres have quickly had to adopt work from home strategies to maintain BAU status, there have been some things to be wary of, and increased AHT is one of them. These incidents can, of course, occur even when staff aren’t working from home, and there is no pandemic). Average Handle Time. How WFM Can Help.

Average Handle Time 179

Average Handle Time Call flow Personalization Management 179

Aspect

MAY 18, 2020

In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16 , and a recent Gartner poll of CFOs indicates that 74% think telecommuting will become permanent. Our customers are telling us that agents are actually more productive at home than in a centralized contact center.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

Quality Contact Solutions

MARCH 1, 2021

By Michelle Tredway, Operations Manager. When I first started working in the telemarketing services industry, I got up every morning, drove 20 miles to an office, and made $5 an hour. The dynamics of a call center helped fuel my competitive spirit. I work from home , and it is fantastic. Times have changed, my friends.

Telemarketing 98

Telemarketing Morale Call Center Coaching 98

CSM Magazine

APRIL 18, 2024

DSSL Group, the security systems company, has rolled-out a new field service management system from BigChange. Completing around 100 planned jobs a day with an additional 15-30 out-of-hours call outs, DSSL implemented BigChange to replace a number of disparate and outdated systems.

Management 52

Management Engineering CRM Finance 52

NobelBiz

NOVEMBER 20, 2023

In an era defined by digital communication, mastering the art of business calls is non-negotiable. Understanding Virtual Phone Systems: A New Era of Communication A dynamic virtual phone system operates seamlessly through internet connectivity, effectively handling both incoming and outgoing calls.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. This could be from home, a co-working space, or any other location with an internet connection. While there are many benefits of remote teams, managing remote teams effectively comes with its own set of challenges.

Management 88

Management Gamification Calibration Quality management 88

JustCall

APRIL 15, 2024

As a sales or customer support manager, you’ve likely noticed some agents seem disengaged, burned out, or stressed. Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. Manageable workloads 2. Recognize good performance What is call center burnout?

Call Center 52

Call Center Agent burnout Scripts Metrics 52

Hodusoft

FEBRUARY 16, 2022

Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Though many employees continue to work from home, both organizations and employees are exploring the ‘hybrid work model’ for striking the balance.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 106

Call Center Management Wait times Contact Center 106

Outsource Consultants

DECEMBER 14, 2020

What surprised you the most about how the call center industry responded to uncertainty in 2020? In a matter of days, it seemed that nearly everyone had managed to pivot to an at-home agent model. At-home work is here to stay, at least in some form. These organizations, however, were the outliers.

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

Fonolo

AUGUST 12, 2021

High call center agent productivity is every call center manager’s dream. So many factors damper agent productivity, like high call volumes and staff turnover, both of which are only too common in the call center industry. As a call center, you have many metrics and KPIs available to measure agent productivity.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

Fonolo

OCTOBER 27, 2020

Contact centers pivoted practically overnight… “What has been most surprising has been how quickly contact centers have managed to pivot toward a more virtualized delivery model in a short period. When looking back at it, we only had about ten days to get all the hundreds of our call center associates home.

Contact Center 147

Contact Center Coaching call center association Call Center 147