ShepHyken

APRIL 8, 2022

He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. He shares how retailers can understand the digital customer experience in the retail world. Retailers must understand that customers do not see digital channels the same way as they do.

Customer Experience 184

Customer Experience Contact Center Contact center software Personalization 184

ShepHyken

APRIL 1, 2022

This week, we feature an article by Arvind Kumar, head of product marketing at Zonka Feedback , an all-in-one customer feedback and survey management software. He writes about the future of digital customer experience and explores the CX predictions and trends for 2022. Future of Digital Customer Experience .

Feedback 196

Feedback Entertainment Surveys Banking 196

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Digital First Mentality. Changing Expectations. Business Continuity.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems. Maintain the accelerated pace of digital transformation. Gather in person.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Foster Customer Loyalty in a Digital Age by Bryan Osorio. My Comment: The pandemic accelerated the digital experience. Here are six ideas on how to garner loyalty in the accelerated digital era. What can be done?

Customer Service 228

Customer Service Customer centricity Customer Experience Metrics 228

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. Self-Service for Timeless Customer Support .

Customer Experience 161

Customer Experience Scripts Self service outsourcing 161

SharpenCX

OCTOBER 13, 2021

Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue. I’ve gathered a few trends we’re seeing in cloud technology and digital transformation. Trend One: Stay Agile with Remote Workforce Management.

Contact Center 128

Contact Center Technology Coaching Analytics 128

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. We work from home. We liked the personalized training that came with it.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

DMG Consulting

JANUARY 17, 2021

Question: Can you give us some tactical actions that we can take to jumpstart our post-pandemic planning while keeping the continuation of our digital transformation in mind? Answer: The pandemic has accelerated many transformations that needed to happen in enterprises and their front-office servicing departments by as much as 2 – 4 years.

Contact Center 105

Contact Center Self service Enterprise Technology 105

TechSee

JANUARY 10, 2022

Table of Contents: The need for property management solutions. Visual assistance for property management maintenance. The global housing management industry is thriving and expected to grow from $15.10 There are more than 300,000 property management companies in the US alone. TechSee’s technology. billion in 2021 to $28.21

Management 109

Management Self service Technology Chatbots 109

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. What is a POTS Line?

Telecommunications 105

Telecommunications voip Technology Analytics 105

TechSee

MAY 4, 2021

A gig refers to when an independent worker is hired, often through a digital marketplace, to work on a short-term project or task on-demand, such as freelancers, independent contractors, and temporary hires. These gigs are often created to meet consumer demand via the real-time delivery of services.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

CSM Magazine

FEBRUARY 12, 2024

Welcome to the dawn of a new era in customer service, where the metaverse is rapidly transforming how businesses interact with their customers. This digital revolution presents a unique set of challenges, from navigating complex virtual worlds to meeting the heightened expectations of tech-savvy consumers.

Customer Service 52

Customer Service Transportation Chatbots Consulting 52

TechSee

SEPTEMBER 9, 2020

They want to communicate on their preferred channels, receiving personalized content and proactive services. Organizations are therefore leveraging data to deliver personalized one-to-one service, in line with current expectations and evolving needs, from raising families to special care. Evolving Health & Safety thresholds?

Management 145

Management Engineering voip outsourcing 145

DMG Consulting

SEPTEMBER 20, 2021

Contact centers and service organizations have responded with amazing agility, professionalism, and grace in the face of great adversity, evidenced by the speed and success of contact center leaders’ efforts to move thousands of employees out of the office to work at home, in a matter of days.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

DMG Consulting

SEPTEMBER 17, 2021

The pandemic, together with the ongoing digital transformation, is yielding many positive changes in contact centers. In 2020, contact centers around the world demonstrated their agility and flexibility as they successfully moved thousands of agents to their homes to keep them safe and healthy.

Contact Center 48

Contact Center Enterprise Self service Technology 48

Spearline

JANUARY 4, 2022

Voice, data, video, and broadcasting companies are now offering customers more services than ever before. Also known as plain old telephone service (POTS), PSTN is the original, analog landline telephone network. VoIP is a technology that converts voice into digital signals for delivery over an IP network such, as the Internet.

voip 98

voip Telecommunications Enterprise Technology 98

Aspect

NOVEMBER 2, 2018

The past few years have seen digital disruption move at an incredible pace, transforming almost every element of our lives; from our ease of access to services to how we purchase goods, and how we lead our everyday lives both at home and in the working environment. Self-service not being an option.

Customer centricity 149

Customer centricity Wait times Self service Technology 149

TechSee

OCTOBER 9, 2018

On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter to her WeWork shared office space, stopping briefly at the local convenience store to pick up her morning coffee. They demand highly convenient and fast service.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Outsource Consultants

AUGUST 21, 2023

US Companies Expanding Close to Home After the disastrous supply chain complications of 2022, many companies are beginning to bring support closer to their US market. The reality of manufacturing goods so far from home meant that disruptions cause irreparable harm to certain American industries.

Call Center 67

Call Center outsourcing Government Education 67

NobelBiz

NOVEMBER 20, 2023

In an era defined by digital communication, mastering the art of business calls is non-negotiable. Its cloud-based architecture integrates effortlessly across desktops, laptops, and mobile devices, offering a level of flexibility that enhances communication management.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

Revation Systems

DECEMBER 7, 2022

The digital healthcare revolution has provided the catalyst for transforming patient care as we know it. According to some healthcare studies: 80% of patients prefer to use digital communications with providers at least some of the time. 96% of patient complaints are customer service-related.

Healthcare 62

Healthcare Marketing Management Technology 62

DMG Consulting

MARCH 30, 2021

Contact Centers’ Digital Transformation Has Only Begun. COMPELLED by the pandemic and its ramifications for their businesses, executives sent their employees home to work. As more business was conducted virtually and digitally, automation was applied wherever possible, allowing companies to shrink their staff.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

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

Outsource Consultants

DECEMBER 21, 2023

Plus, businesses in banking, financial services, and others are busy wrapping up the year and prepping for the next. By reducing so many back-office tasks, agents can focus their attention on personalized services that grow revenue, such as additional business lines and customer inquiries.

Call Center 67

Call Center Virtual Agent outsourcing Upselling 67

Aspect

MAY 6, 2020

But when agents move from a centralized location to a distributed environment and the very culture of the organization is in flux, many of the existing workforce management (WFM) assumptions and parameters should be re-examined. This falls on our organizational management teams to assist our front line. Forecasting should be reviewed.

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

Playvox

JANUARY 13, 2022

Additionally, the massive work from home phenomenon has altered employee perceptions about where and how work should be done. Many newer at-home workers, including contact center agents, find they like working from home, and an eye-popping 58% of remote employees would rather find a new job than return to the office.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

CSM Magazine

JANUARY 8, 2024

By the start of business Monday morning, our client’s customers throughout Europe could once again reach service agents, thanks to Sabio’s quick action, extensive contact centre knowledge and the flexibility of the cloud. the agent’s homes) without reliance on existing potentially compromised credentials.

Healthcare 52

Healthcare Cloud contact outsourcing Enterprise 52

CSM Magazine

MARCH 6, 2023

Localz , leading experts in customer empowerment technology for the last mile, today announced it has been selected by Lewisham Homes to support and improve its tenants’ experience. Additionally, operative on-my-way tracking for residents and real-time feedback following service allows for Lewisham to ensure better overall experiences.

Technology 52

Technology Feedback Enterprise Management 52

Talkdesk

FEBRUARY 18, 2021

With the uptick in sales came an influx of customer service inquiries, bringing about its own set of challenges. Making a swift transition to work from home during lockdown. As lockdown mandates went into place, Vivino had just days to transition agents in their two call centers to work from home.

Sales 97

Sales Customer Service Call Center Personalization 97

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. Although there is a lot of truth to that old saying, “the only constant is change,” the work-from-home agent is likely to become a permanent feature of the industry landscape. Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

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

SharpenCX

APRIL 7, 2020

How do you keep your team as productive from home? When you’re remote, how do you operate at the same level of service? As your customer service team adopts this virtual call center model, let’s review essential remote work trends you need to ensure your call center team maintains customer experience and productivity.

virtual call center 104

virtual call center Call Center Coaching Contact center software 104

DMG Consulting

DECEMBER 1, 2020

Surprisingly, contact centers were some of the most successful in getting their employees home and back in operation. Digital transformation – After years of talking about digital transformations, companies are being forced to do what they should have done years ago. Bottom Line.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. This award honors vendors that have embraced technology as a key tool for customer service excellence and distinguish their success as innovators, thought leaders, and market movers in the contact center and customer care industries.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

DMG Consulting

JANUARY 17, 2021

Question: Can you give us some tactical actions that we can take to jumpstart our post-pandemic planning while keeping the continuation of our digital transformation in mind? Answer: The pandemic has accelerated many transformations that needed to happen in enterprises and their front-office servicing departments by as much as 2 – 4 years.

Contact Center 62

Contact Center Self service Enterprise Technology 62

DMG Consulting

APRIL 1, 2021

Workforce Management Grows in Importance. The workforce management (WFM) market is hot. The contact center market has been easing its way toward digital transformation for the past few years but did not quite fully embrace it. Workforce management remains one of the most important productivity tools in contact centers.

Management 59

Management Self service Contact Center Enterprise 59