Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! will have extended Teams to their contact center for voice and 31.1% Video enablement: either use internally to manage remote agents, or externally for communications with customers. say video is vital for managing remote employees. say video is vital for managing remote employees.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Toister Performance Solutions

DECEMBER 6, 2018

Many companies that sell a product or service to customer service teams have a corporate blog. A lot of those blogs are hard to read. A few corporate blogs stand out from the crowd. Here are four corporate customer service blogs I consistently read. I also respect the work they do and really do subscribe to their blogs.

Customer Service 90

Customer Service outsourcing Contact Center Feedback 90

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. These kinds of challenges often stem from vendors having minimal control over their resale of voice services, leaving many contact centers vulnerable.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. To begin, let’s think literally, taking the words at face value. CX Visibility Bad audio quality.

Contact Center 76

Contact Center Customer Experience Technology Sales 76

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. The post Guest Blog: Emphasizing the Human Side of Remote Work appeared first on Calabrio. Let’s face it, the workplace will forever look different. Are they personally doing okay?

Analytics 59

Analytics Contact Center Technology Personalization 59

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves. How Can WFM Help my Contact Center?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

TechSee

JUNE 10, 2021

Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert. Absolutely, your customers aren’t happy to wait for service. Deal with Data Analytics.

Self service 207

Self service Analytics Transportation Healthcare 207

Spearline

JUNE 2, 2022

It’s been widely noted that the last two years of pandemic have forced an acceleration of the digital transformation of many companies, not least those operating contact centers. So what are the contact center trends for 2022? And, more specifically, what are the contact center technology trends for 2022?

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

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. Role of contact center software in managing a ‘hybrid workforce’.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

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? The contact center workforce was already going remote. Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. CCaaS is the acronym for Contact Center as a Service. CCaaS is the acronym for Contact Center as a Service. billion by 2030.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

Toister Performance Solutions

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Is burnout gripping your contact center? That spells trouble for contact centers. The responses were anonymous.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Outsource Consultants

MARCH 9, 2023

During the COVID-19 pandemic, work-from-home models spread throughout the call center industry. Some BPO providers were fortunate enough to have a remote work infrastructure in place before the COVID-19 pandemic, but many had to quickly adapt to new quarantine regulations.

Morale 128

Morale outsourcing Call Center Entertainment 128

VirtualPBX

MARCH 27, 2024

In this blog, we delve into the realm of blue light phones and introduce AirDial by VirtualPBX, a revolutionary solution for enhancing emergency communication. For example, the University of Southern California utilizes blue phones to connect callers to the Department of Public Safety, a 24/7 contact center. Why Choose AirDial?

Contact Center 59

Contact Center 59

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How many physical centers do you operate? For remote training? How many full-time employees do you have?

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Aspect

SEPTEMBER 6, 2017

In fulfilling their typical daily responsibilities, it can be all too easy for call center agents to become fatigued. If contact center leaders fail to provide a working environment that eases agent fatigue, a number of serious problems may arise. Turnover is one of the biggest challenges faced by contact centers today.

Call Center 193

Call Center Management Contact Center contact center solutions 193

JustCall

MARCH 7, 2023

The hybrid work model in contact centers is a mix of on-premises and remote work. The on-premise workers are located at the same facility as the contact center, while the remote workers are located outside the facility, usually at or other locations scattered throughout the globe. What Is Hybrid Work?

Contact Center 52

Contact Center voip Business Process Outsourcing Telecommunications 52

Talkdesk

APRIL 1, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. Have you done load testing at high volumes for a fully remote agent workforce? Have you tested for it?

Call Center 105

Call Center contact center solutions Contact Center Cloud contact 105

VirtualPBX

MARCH 27, 2024

In this blog, we delve into the realm of blue light phones and introduce AirDial by VirtualPBX, a revolutionary solution for enhancing emergency communication. For example, the University of Southern California utilizes blue phones to connect callers to the Department of Public Safety, a 24/7 contact center. Why Choose AirDial?

Contact Center 52

Contact Center 52

VirtualPBX

MARCH 27, 2024

In this blog, we delve into the realm of blue light phones and introduce AirDial by VirtualPBX, a revolutionary solution for enhancing emergency communication. For example, the University of Southern California utilizes blue phones to connect callers to the Department of Public Safety, a 24/7 contact center. Why Choose AirDial?

Contact Center 52

Contact Center 52

Nuance

OCTOBER 11, 2021

If you spent any time on the What’s Next blog last year, you might have seen us talking about Forrester’s COVID-19 response plan. It offered timely, expert advice on how brands can tool up their contact centers to manage remote agents and adapt their customer service strategies to new consumer behavior. This is a summary.

Best practices 79

Best practices Contact Center Management Customer Service 79

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Aspect

APRIL 2, 2020

All of this sounds good for certain types of roles, but we know our contact center workforce needs to work at times when customers need to communicate with our company, which we have painstakingly planned and update d continuously using w orkforce m anagement. C an the contact center offer that to them ?

contact center workforce 129

contact center workforce Morale Contact Center Surveys 129

TeleDirect

FEBRUARY 14, 2024

At TeleDirect, we deliver cloud-based contact center solutions to companies and industries across America. Cloud Contact Center: What Is It & How Does It Work? Customer contact centers have come a long way. What Is a Cloud Contact Center? Your brand can provide this, too. It’s 100% yours.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48

ViiBE Blog

MAY 3, 2023

ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? Anna Gorina May 3, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Existing ways of contacting remote customer support 1.1.

B2B 52

B2B Customer Support Chatbots CRM 52

Aspect

MAY 18, 2020

It’s a brave new world for contact centers in the wake of the COVID-19 crisis. 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.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

Aspect

JANUARY 14, 2021

2020 was a difficult year for enterprise organizations across the globe, one that also forced digital transformation at an unprecedented rate – the contact center industry was not spared this shift. This easy and convenient method of communication will continue to pay dividends for the contact center.

Contact Center 116

Contact Center Government Self service CRM 116

Spearline

FEBRUARY 2, 2022

This blog outlines what testRTC offers in WebRTC testing, monitoring and support, and the benefits it provides to organizations using WebRTC. Learn more about our WebRTC monitoring tool here Remote Agent Support Our WebRTC support tool allows you to understand your user’s network configuration within minutes. What does testRTC do?

Self service 98

Self service Enterprise Contact Center Metrics 98

Nuance

OCTOBER 11, 2021

If you spent any time on the What’s Next blog last year, you might have seen us talking about Forrester’s COVID-19 response plan. It offered timely, expert advice on how brands can tool up their contact centers to manage remote agents and adapt their customer service strategies to new consumer behavior. This is a summary.

Best practices 69

Best practices Contact Center Management Customer Service 69

Noble Systems

MAY 4, 2021

Noble Systems has been helping companies manage customer contacts and provide a better customer experience for over 30 years. We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. billion in 2023 to USD 111.37

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

Momentum Telecom

MARCH 6, 2024

They use expensive hardware devices such as routers, switches, and firewalls to connect branch locations to the central data center, which can be challenging to manage for large companies. SD-WAN deployment involves setting up network-connected devices throughout an organization’s branch offices and data centers.

SaaS 52

SaaS Management Technology Marketing 52

JustCall

MARCH 7, 2023

Whenever you hear the term contact center, you imagine cubicles filled with employees, headsets on their heads resolving customers’ queries. Thanks to cloud contact center solutions, today, organizations can host their contact centers at a third-party data center.

Contact Center 52

Contact Center Cloud contact Contact center software contact center solutions 52

Aspect

MAY 6, 2020

As we review these crucial elements, it’s important to remember that while productivity can be measured the same way in a remote environment as it’s measured in an office, it’s not ideal. By providing agents maximum flexibility in their schedules, contact centers ensure improved schedule adherence, productivity, and efficiency.

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

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. Award Winner Second Year in a Row.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

BlueOcean

OCTOBER 4, 2023

Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

teleopti

DECEMBER 13, 2018

Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of. What are some of the key trends that will mold business and customer service operations in 2019?

Customer Service 48

Customer Service Banking Contact Center Self service 48