Beyond Philosophy

JANUARY 12, 2022

Anticipating the needs of your customers is going to be the next level of exceeding their expectations. It’s the “Voice of the Product (VoP),” and it can tell you a lot about what your customers want. IoT and Product Management for Experience Improvement. However, he also sees sweeping implications for contact centers. “

Contact Center 195

Contact Center Enterprise Technology Engineering 195

TechSee

SEPTEMBER 7, 2021

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. Visual Assistance 5 Use Cases Beyond Remote Support. Warranty management. safety recalls . recommendations for additional products.

Technical Support 191

Technical Support Sales Upselling Technology 191

SharpenCX

JULY 1, 2020

It’s often difficult to gauge how your relationship is going with coworkers when you’re limited to online interactions. And, if something does start to derail your relationship, you don’t have the benefit of informal office interactions to build rapport and re-establish trust. Complications of Conflict and Remote Teams.

Contact Center 137

Contact Center Management call center workforce Morale 137

Global Response

FEBRUARY 26, 2024

That’s why medical call centers are such powerful resources. Of course, many of the calls and questions they handle are routine patient support. Yet many medical call centers have trained nurses on staff to assist in emergencies 24 hours a day. It’s the kind of care we all hope to have access to.

Best practices 62

Best practices Call Center Healthcare Education 62

SharpenCX

OCTOBER 13, 2021

Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. 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. It’s time to look to the future.

Contact Center 128

Contact Center Technology Coaching Analytics 128

Fonolo

NOVEMBER 19, 2020

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. The State of the Contact Center in 2020. Read on to learn more! Improve CX.

Contact Center 162

Contact Center Abandon rate Enterprise Government 162

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 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. A cloud-based contact center software is an ideal choice for a hybrid workforce.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

Fonolo

MARCH 30, 2020

Managing a contact center team is a challenge at the best of times. If your contact center hasn’t been driven remote by the pandemic, it will likely feel the impact soon — so prepare to go remote now. Managing Remote Contact Center Agents. Set new goals together.

Contact Center 133

Contact Center Management virtual call center Call Center 133

Customer Service Life

NOVEMBER 10, 2022

Before reporting to engineering we get a sense of how many customers are impacted by the issue. Upon realizing the wide impact, the question that inevitably arises is: How did it take the customer support team so long to discover this issue? The problem is that we listen to one call at a time or read one conversation at a time.

Contact Center 130

Contact Center Engineering Average Handle Time Analytics 130

Playvox

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Recent research by Playvox sheds new light on the state of contact center remote work.

Contact Center 77

Contact Center Gamification Surveys Management 77

Fonolo

MAY 19, 2022

The customer service climate is constantly evolving, which means your contact center’s operation must adapt to keep up. Contact center technology is a key component of the way your business functions. Industry Report: State of the Contact Center 2022. The Shift to Remote Work. Let’s dive in! Visual IVR.

Contact Center 87

Contact Center Technology Interactive Voice Response CRM 87

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? What is Workforce Optimization?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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. This also helps to build trust with your customers and colleagues. between 2021 and 2026.

Call Center 100

Call Center Abandon Call Interactive Voice Response call center software 100

Fonolo

APRIL 5, 2022

What comes to mind when you think of the ideal call center leader? While those are certainly beneficial, the right candidate needs a lot more than that to make it as a successful call center leader. Being a call center leader is hard work; work that’s vital to ensure a successful call center operation.

Call Center 99

Call Center Contact Center Gamification Construction 99

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . It ties up lines and makes the whole center fall behind. Tyler Riddell.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Outsource Consultants

DECEMBER 14, 2020

What surprised you the most about how the call center industry responded to uncertainty in 2020? I was absolutely blown away by how quickly the industry adapted to the changes forced upon it by the pandemic. In a matter of days, it seemed that nearly everyone had managed to pivot to an at-home agent model.

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

JustCall

OCTOBER 26, 2023

However, providing customer support to disgruntled customers requires more than rolling out insanely creative CSR ads or inspirational marketing content. However, providing customer support to disgruntled customers requires more than rolling out insanely creative CSR ads or inspirational marketing content.

Customer Support 52

Customer Support voip Contact Center Self service 52

TeleDirect

OCTOBER 23, 2023

VoIP, or Voice over Internet Protocol, allows you to make calls over the internet. With the advent of the remote workforce, which doesn’t appear to be going away any time soon, VoIP became a standard, resolving many pain points while reducing costs. If you’re wondering, “ What is VoIP, and how does it work ?”

voip 62

voip Wireless call center solutions Call Center 62

Fonolo

MAY 19, 2022

The customer service climate is constantly evolving, which means your contact center’s operation must adapt to keep up. Contact center technology is a key component of the way your business functions. Industry Report: State of the Contact Center 2022. The Shift to Remote Work. Let’s dive in! Visual IVR.

Contact Center 67

Contact Center Technology Interactive Voice Response CRM 67

SharpenCX

MARCH 18, 2020

The world we live in is demanding a remote workforce. Buffer’s State of Remote Work in 2020 report found that almost every employee who works remotely, a whopping 98%, want to continue remote work (at least part-time) for the rest of their careers. Not only that, but the benefits of remote work go unmatched.

Call Center 94

Call Center Morale Coaching Cloud contact 94

Global Response

JULY 23, 2023

In this article: six key reasons to avoid hiring a call center—and what you might do to overcome these challenges. The Dreaded Language Barrier The Problem: This is one of the biggest obstacles and common complaints of working with a call center, especially if you work with an offshore partner.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

SharpenCX

AUGUST 4, 2021

As a customer service manager, you know how critical it is to deliver the best customer experience. But, over time, your once-polished customer service strategy grows stale. As emails, calls, and chats from customers roll in, your agents have to multitask constantly. Let’s take a breather.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Taylor Reach Group

OCTOBER 31, 2021

Halloween, the night of the dead, the end of all things, whatever you call it, this time of year with the harvest behind us and the ghouls and goblins; not to mention Squid Game characters who have now darkened our door; can be a frightening time. How could someone be absent? shifts that were occurring under the surface.

Contact Center 65

Contact Center Coaching Consulting Consulting 65

Nicereply

NOVEMBER 16, 2022

As a support manager, you probably work daily with a bundle of online tools. But what are the tools every support manager needs to know about? In this article, you’ll find the essential equipment you need to be effective as a support manager. Critical tools for every customer support manager. Which are the best?

Management 98

Management Analytics Feedback Surveys 98

SharpenCX

JULY 23, 2020

Agents juggle phone calls, quickly type out emails and talk down angry callers. We’ve seen the typical call center in TV shows or in movies. This scene makes for good drama, but today contact centers look different. . Contact centers are no longer confined to those windowless rooms with cubicles.

Contact Center 101

Contact Center Call Center Education At home agents 101

NobelBiz

NOVEMBER 27, 2023

Advanced call logging is a vital tool for businesses to enhance communication management and operational efficiency. By automating the collection and organization of call details, businesses can gain valuable insights into their communication activities, improve customer interactions, and drive informed decision-making.

Call Logging 59

Call Logging voip Contact center software CRM 59

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Fonolo

MAY 25, 2022

Operating a successful contact center is an expensive endeavour. From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. Though some folks believe cutting corners on equipment is a great way to save your call center some cash, we beg to differ.

Call Center 87

Call Center Technology First call resolution outsourcing 87

Global Response

JULY 23, 2023

So, managing your customer service is no insignificant task. As a result, it should definitely be kept in-house, where it can be closely managed and controlled, right? In this article, we’ll give you a closer look at why some teams prefer to keep their customer service in-house, and why others outsource to a call center.

Call Center 62

Call Center outsourcing Customer Service Bilingual agents 62

Nicereply

AUGUST 3, 2021

If you have the volume, you should get a dedicated team. If your business is growing fast, then your customer service ticket volume is, too. How can you be sure you’re putting your customers in good hands? Ideally, you’ll have an account manager in addition to a team lead.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

Fonolo

MAY 25, 2022

Operating a successful contact center is an expensive endeavour. From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. Though some folks believe cutting corners on equipment is a great way to save your call center some cash, we beg to differ.

Call Center 67

Call Center Technology First call resolution outsourcing 67

Babelforce

JULY 8, 2021

In this post: What is a BPO call center? Are outsourced teams as effective? How to choose a great BPO call center. Your guide to contact center automation. You’ve got to hire new staff, train them, and then find time to manage their performance. First up, what is a BPO call center?

outsourcing 98

outsourcing Call Center virtual call center Contact Center 98

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively. What’s the difference between a result and an outcome?

Contact Center 98

Contact Center Enterprise Education Metrics 98

JustCall

NOVEMBER 23, 2022

Call centers are a critical part of any customer-centric business. Whether you’re running a B2B or B2C business, you need to establish a line of communication with your customers to ensure smooth operations. Hence, a call center manager’s role involves many challenges. Staffing Management.

Call Center 52

Call Center Management B2C Chatbots 52

Fonolo

JUNE 29, 2021

No matter what brand or industry you represent, denying your employees the right tools to do their job properly is a sure-fire way to lower engagement. With the right mechanisms at their disposal, agents are better equipped to drive sales, solve customer disputes, and otherwise contribute to your bottom line and call center metric health.

Call Center 91

Call Center Technology Contact Center outsourcing 91

Serenova

AUGUST 4, 2020

Call Centers 101: The Guide to Call Centers and Which Works Best for Your Business. For decades, the call center has served as the frontline for the business, offering customers a way to interact directly and receive support from a company. What is a Call Center? Types of Call Centers.

Call Center 98

Call Center Interactive Voice Response contact center solutions Contact Center 98

Balto

JUNE 3, 2022

Every contact center encounters its fair share of hurdles on the path to success. Fix-It Friday targets contact center leaders’ biggest frustrations with solution-focused content. This week, we’re talking through ways to keep remote agents engaged. This week, we’re talking through ways to keep remote agents engaged.

Gamification 52

Gamification Scripts Contact Center Surveys 52