Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. AI is here to stay. For instance, when they go from email support to calling the customer service team. “A

Call Center 376

Call Center Technology Banking Contact Center 376

The Northridge Group

JULY 20, 2023

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. Or does it just feel that way because employers can ‘see’ the work happening in front of them?

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

Beyond Philosophy

DECEMBER 16, 2021

Dajani is based in Dubai and is responsible for Digital and Customer Experience Transformation for MEA, Turkey, India, and Oceania. . Dajani ensures that Nissan provides a seamless, frictionless, enjoyable, and memorable experience at every touchpoint, from the website to the app to the service centers and showrooms. Then, COVID hit.

Sales 195

Sales Consulting Consulting Customer Experience 195

ShepHyken

JULY 24, 2020

He shares some tips on how to gain new customers during difficult economic situations, such as the COVID-19 pandemic. But now, with offices closed and business forced online due to COVID-19, many companies have watched work dry up. Commit to remote work: Employees also need to be prepared to meet client needs remotely.

B2C 189

B2C Government B2B Self service 189

Callminer

MARCH 25, 2020

Read on to learn about adjustments we made to working from home. It may also interest you to know what we’ve done to help both our customers and non-customers alike during these challenging times. That plan contemplated the need to transition to a work-from-home workforce. We acted immediately.

Finance 182

Finance Management Best practices Personalization 182

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Kaye Chapman @kayejchapman.

Call Center 561

Call Center Metrics Contact Center Wait times 561

JustCall

JANUARY 19, 2023

We all know that working from home can be pretty great. You can roll out of bed and start working in your PJs, take breaks whenever you want, and never have to commute. But sometimes, working from home can get lonely. If you’re looking for a change of scenery, why not try working from a coffee shop?

Banking 105

Banking Personalization 105

ProProfs Blog

JUNE 5, 2020

While the number of positive cases increases, the negative scenarios keep piling up. . Perhaps, getting customer service operations back in gear is what entrepreneurs need to shake-off the pandemic-induced slowdown. So here we have 7 CX experts to help you connect better with your customers during these challenging times.

Customer Service 214

Customer Service Customer centricity Metrics Customer Support 214

ShepHyken

JUNE 26, 2020

She shares research and information on how brands can transition their services to online platforms during COVID-19. The outbreak of COVID-19 has made a massive impact on most of the businesses – from grocery stores to luxury goods brands. This article was previously posted on BotsCrew’s blog. We’re up 21% overall in sales.

Customer Service 313

Customer Service Chatbots Sales Management 313

Outsource Consultants

JANUARY 24, 2022

Let’s take a look at how the potential threats we covered in 2019 have played out, and how the Philippine call center industry has faced the additional difficulties initiated by the pandemic. 2019 Status: In 2019, online gambling aimed at Chinese customers found a foothold in the Philippines due to low taxation.

outsourcing 128

outsourcing Real estate Government Call Center 128

BlueOcean

JULY 20, 2023

It seems so long ago now that Lockdown Life has faded into some barely-remembered bad dream, but the global changes it triggered are still top of mind, especially the ongoing dialogue/debate about the relative merits of work-at-home versus work-in-office. Buying team follows up with site visits to all/most vendors.

outsourcing 117

outsourcing Contact Center Personalization contact center solutions 117

Aspect

APRIL 20, 2020

I wrote this to share my current perspective with customers, partners and employees. While there is so much that has gone on over the last several weeks, it has been difficult to capture it all in the moment. March 9 th was the last day I worked in my office. For two weeks, I was as reactive as our customers.

Airlines 133

Airlines Banking Best practices Consulting 133

VirtualPBX

JULY 13, 2021

Even if you’re not aware of the term hybrid work , you’re probably aware of how it manifests in business. Hybrid work is the joining of at-home, remote work, and on-site work. Let’s take a quick look at how it may take shape at your business if you haven’t already started a hybrid work structure of your own.

Government 98

Government Accountability Management Sales 98

VirtualPBX

APRIL 2, 2020

Of all the situations the VirtualPBX remote team faces in managing its Business Phone System , being a work at home mom may be the most stressful. But after interviewing two of our staff members about how they handle that reality, we learned that their challenge may also be among the most rewarding.

Sales 104

Sales Management Marketing 104

ShepHyken

MAY 4, 2023

This week, we feature an article by Clive Hanks from TextExpander , a communication and efficiency tool that helps individuals and companies become more productive. In today’s digital world, customer service productivity is more important than ever. Customer service productivity is vital to meeting customers’ needs in 2023 and beyond.

Customer Service 156

Customer Service Metrics Self service Customer retention 156

TeleDirect

MARCH 9, 2023

Learn about the latest trends in work-from-home call centers since the onset of the COVID-19 pandemic. Find out how companies are adapting to this new remote work model and how it impacts the customer service industry. Are you hoping to transition into a full-time work-from-home role?

Call Center 62

Call Center outsourcing Technology Analytics 62

TechSee

JUNE 30, 2021

If a customer has a need for service, the organization must dispatch a technician to deal with the issue, whether they like it or not. Diverting your workforce from money-making jobs so they can repair an item under warranty is a real loss leader. For example: Mike is a service technician who works for an appliance manufacturer.

Construction 164

Construction Healthcare Upselling Enterprise 164

TechSee

JANUARY 4, 2022

As 2021 comes to a close, TechSee takes a look back on a memorable year, as detailed in the ‘Year in Review’ article below. We’ve pivoted and stretched to help a wider range of industries offer their customers better experiences with technology. HOW IT WORKS. 2021 Year in Review. A Year of Connection. A Year of Heart.

Self service 109

Self service Enterprise Upselling Big data 109

Callminer

FEBRUARY 4, 2021

More customers are vulnerable today than ever before, in part due to the COVID-19 pandemic that has led to increase in health and financial crises. Read on to learn what our experts had to say about the most important steps call centers can take to address an increase in customer vulnerability. Courtney Quigley. Ben Reynolds.

Call Center 345

Call Center Contact Center Finance Consulting 345

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. See here for more information on how to do this. To address this issue, COPC Inc. See Figure 2.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

SharpenCX

MARCH 31, 2020

take my lunch at noon, home by 5:30 p.m., Events are cancelled, vacations postponed, groceries vanished from the shelves. And, for many workers, remote work is the new norm. Productivity When Working From Home. Read up : Keep your business functioning as normal even from home.

Call Center 90

Call Center Contact Center Contact center software Accountability 90

ClientSuccess

APRIL 28, 2020

While most of the workforce has been, well, forced to work from home over the last few weeks, many have had very real awakenings to the ins and outs of working from home on a daily basis. Here are five ways customer success teams can increase productivity while working from home: .

Accountability 65

Accountability Technology Personalization Management 65

Outsource Consultants

DECEMBER 14, 2020

As we close out a year filled with disruption, uncertainty, dark clouds, and silver linings, Outsource Consultants President and Founder Corey Kotlarz reflects on 2020’s challenges and successes, and his thoughts as we usher in a new year. What surprised you the most about how the call center industry responded to uncertainty in 2020?

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

Upstream Works

APRIL 28, 2022

Technology is undeniably important for contact centers to deliver great customer experience (CX), but nothing matters more than your agents. Some forms of customer service are purely transactional, and chatbots are playing a growing role for that. When dealing with customers, call center agents need to respond in real time.

Contact Center 78

Contact Center Multichannel Call Center Chatbots 78

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Here’s what some of these customers have to say.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Cisco - Contact Center

DECEMBER 8, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all.

Contact Center 144

Contact Center Wireless Personalization Technology 144

Pipkins

JANUARY 21, 2020

Right down the hall from our office is a company booming with employees, while the next two offices down the hall are closed. It is interesting how different companies manage inclement weather. Employees must take a PTO if they cannot make it in and may take a partial day if they cannot stay the full eight hours.

Morale 89

Morale Government Management 89

SharpenCX

MARCH 18, 2020

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. The Basics: 4 Tips to Managing Work from Home Call Center Agents.

Call Center 94

Call Center Morale Coaching Cloud contact 94

delighted

JULY 20, 2021

At the end of the day, do your employees feel a sense of pride in the work they’ve accomplished? The answers to these questions reveal how satisfied your employees are. If you’re not sure where or how to get started gauging employee satisfaction at your organization, not to worry. Supports customer satisfaction.

Surveys 98

Surveys Feedback Employee engagement Metrics 98

TechSee

JANUARY 18, 2021

There’s a new trend in customer service: the borders between technicians and agents are becoming blurred, with each one taking on aspects of the others’ traditional roles. Technicians normally found in the field are now stationed in a back office or working from home, guiding customers remotely as a traditional agent.

Customer Service 109

Customer Service Scripts Contact Center Consulting 109

SharpenCX

MAY 19, 2020

He’d been at his job for a year, even though he didn’t love the work he was doing. But, ultimately, it wasn’t the kind of work he wanted to do long-term. He was set on a path to receive his first promotion this year, with assurance from his manager that he would get it. Employee engagement and retention are closely linked.

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

SharpenCX

APRIL 21, 2020

Most of us have been working from home for over a month, some longer. We’re all living with the challenges of remote work alongside our entire families. The days are blending together and the appeal of working in my PJs is long gone. The Coronavirus pandemic has fundamentally changed the way most industries work.

Best practices 76

Best practices Management Coaching Metrics 76

Totango

MARCH 25, 2021

As the world entered “lock-down” this time last year, little did we know we would all be sheltering in place, working digitally, remotely, and locked within the walls of our homes for the remainder of 2020 and beyond. No one knew what the “new normal” meant for the market, industry, businesses, or customers.

Real estate 62

Real estate B2B Enterprise Marketing 62

COPC

JULY 23, 2021

For FBC Asia Pacific (FBC) , the heart of its thriving business is a healthy work environment for its employees while delivering fast and world-class service to customers. The company provides both office-based and work-at-home (WAH) solutions with employees reporting from their home offices located throughout the country.

Employee engagement 98

Employee engagement Benchmark Surveys Government 98

CSM Magazine

FEBRUARY 4, 2021

The global pandemic led to billions of people around the world spending the year 2020 behind closed doors. For most of the year, many of us didn’t have any face-to-face interaction with anyone living outside our home, except for delivery people and cashiers at the grocery store. Remembering How to Function in Real Life.

Personalization 59

Personalization Customer Service 59

SharpenCX

MARCH 25, 2020

As a young kid, my mom worked from home. She ran her own business out of our house and had to navigate caring for my brother and I while still serving her clients. Regardless of what working from home looked like day-by-day, the reality remained the same. We asked parents.

Entertainment 78

Entertainment Contact Center Contact center software Education 78

Playvox

MAY 11, 2023

As a result of the COVID-19 pandemic, many companies have opted for remote work. In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. Remote work offers a multitude of benefits for both an organization and the individual team member.

Management 89

Management Contact Center Coaching Employee engagement 89