CCNG

JANUARY 31, 2024

Companies are redesigning the workplace as both remote and hybrid work are being cultivated. Companies of today can consist of up to five generations of workers within their hybrid, 100%-remote, or brick and mortar “walls.” The way a company manages knowledge is critical to the ability to pivot, drive, and sustain a growing company.

CCNG 195

CCNG Self service Best practices Chatbots 195

ShepHyken

JANUARY 6, 2021

While people have embraced self-service solutions and digital selling experiences, COVID-19 saw customers who normally would be happy with the digital experience reaching out to companies just to talk to someone who cares. The virtual and remote workforce has become business as usual. The word for 2021 will be empathy.

Chatbots 423

Chatbots Surveys Self service Personalization 423

ShepHyken

APRIL 14, 2023

This week, we feature an article by Nicole Kyle, Managing Director and Co-Founder of CMP Research. She shares how leaders can keep contact center agents happy and engaged in the changing work environment that now includes hybrid and remote work setups. After all, agents who are satisfied with their managers are 2.3

Contact Center 161

Contact Center Management Customer Service Personalization 161

Playvox

FEBRUARY 20, 2024

While the pandemic may seem distant in some of our minds, one shift remains prevalent long after it became safe to go back to offices — the need and desire to work remotely. However, managing remote teams effectively comes with its own set of challenges. First, let’s define remote work.

Management 88

Management Gamification Calibration Quality management 88

ShepHyken

JANUARY 22, 2021

However, it becomes much easier for the organization to stay in sync, aiming for clarity, transparency, and better management of the remote contact center agents. We know that as much as optimizing customer experience is essential, it is also important to provide an exceptional experience to the remote agents. Here’s how!

Best practices 217

Best practices Call Center Average Handle Time virtual call center 217

Global Response

JANUARY 31, 2024

Since the pandemic, the option to work remotely—or at least hybrid—has become an increasingly common expectation among employees. And it makes sense: Remote work is known to reduce employee stress, boost productivity, and produce higher job satisfaction. That’s precisely why so many companies are outsourcing tech support.

outsourcing 62

outsourcing Technical Support Best practices Education 62

TechSee

JUNE 16, 2021

Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users. A company’s management team can invest in the best solution on the market and IT can install and configure it to reflect all their business processes, but if employees do not adopt it, it will never be a success.

Best practices 251

Best practices Wireless Enterprise Engineering 251

NobelBiz

JANUARY 9, 2024

Adopting a robust and scalable communication solution aligned with business objectives begins with understanding these technologies. This technology aggregates calls from national, regional, and local telephone operators, managing them through a private branch exchange (PBX) system.

Telecommunications 103

Telecommunications voip Contact Center contact center solutions 103

VirtualPBX

APRIL 2, 2024

No matter if your team operates from a traditional office, works remotely, or thrives in a hybrid model, you need a contact center solution that’s as dynamic and adaptable as your business itself. Enter VirtualPBX Contact Center , a game-changing solution meticulously crafted to cater to the myriad demands of modern enterprises.

contact center solutions 98

contact center solutions Contact Center CRM Analytics 98

VirtualPBX

SEPTEMBER 19, 2023

In today’s fast-paced business world, staying connected and effectively managing communications is paramount to success. Key Features and Benefits Virtual Office: VirtualPBX offers a virtual office solution that allows businesses to work from anywhere. This flexibility is a game-changer in today’s remote work landscape.

Telecommunications 105

Telecommunications Enterprise Marketing Personalization 105

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

TechSee

APRIL 28, 2023

Visual Support for Medical Devices Can be a Game-Changer As a Type-1 Diabetic, I have faced many medical challenges and obstacles in the past 20 years. Nobody proving the medical device support could seem to figure out what the issue was. Having no visual guidance or support. Having no visual guidance or support.

Healthcare 109

Healthcare Technical Support Technology Customer Experience 109

TechSee

NOVEMBER 17, 2022

Whether you are a ridesharing leader supporting millions of global drivers and riders or a mobile carrier troubleshooting connectivity issues, fast and convenient mobile support is mission-critical. However, providing customer support for issues that occur on smartphones is very challenging. The Smartphone Service Challenge.

Customer Support 109

Customer Support Accountability Consulting Consulting 109

Momentum Telecom

MARCH 6, 2024

Experts predict businesses will spend nearly $200 billion on software as a service (SaaS) solutions alone in 2023.[1] 1] But despite their growing popularity, cloud technologies create new challenges for network management. This enables an SD-WAN controller to dynamically manage network traffic based on policies and priorities.

SaaS 52

SaaS Management Technology Marketing 52

Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Momentum Telecom

JUNE 6, 2022

83% 1 of employers say they’ve made a successful shift to remote work. Most businesses are settled into these remote and hybrid work arrangements going into 2022, and many are evaluating where they can make improvements to their telecom and IT infrastructure. . Dedicated Support. Sound like a familiar undertaking?

Telecommunications 98

Telecommunications Construction Service level Technology 98

BlueOcean

OCTOBER 23, 2023

List address & number of employees for each location) What percent of your workforce is remote/work-at-home? What languages do you currently support? What strategies have you deployed to maintain and nurture your culture with a mix of on-premises, remote, and/or hybrid employees? For remote training? Hourly staff?

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Global Response

NOVEMBER 14, 2023

Traditional call centers are typically very dependent on in-person resources—both in-person agents as well as offices, hardware and physical tools that allow you to monitor and manage customer service calls. Is a CCaaS solution right for you? Or is a traditional call center the way to go?

Call Center 62

Call Center Contact Center outsourcing Multichannel 62

Playvox

SEPTEMBER 6, 2022

Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. Research from Playvox — including the real-world experiences and perspectives of contact center leaders and agents — uncovers data and practical insights on the state of contact center remote work. Communicate.

Contact Center 86

Contact Center Surveys Customer Support Feedback 86

Playvox

JANUARY 12, 2023

Adding remote work or a hybrid setup to the mix can make things even tougher. Why Agents Want To Work Remotely — And Why You Should Let Them. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work.

Quality management 69

Quality management Coaching Contact Center Metrics 69

NobelBiz

FEBRUARY 20, 2024

These issues can range from numbers being labeled and blocked, poor number management, severe drops in contact rates, to frequent network downtime due to lack of redundancy, and delayed resolutions for telecom-related technical issues. Remote work becomes feasible, allowing call centers to operate efficiently from various locations.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks. Resist the temptation.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. fall in the “engaged” category. Why Gamification?

Gamification 79

Gamification Contact Center Coaching Quality management 79

Hodusoft

FEBRUARY 16, 2024

IP PBX Software- Optimizing ITSP Call Management for Superior Customer Experiences In today’s swiftly evolving era of the Information Technology Service Provider (ITSP) industry, it has become a necessity to ensure efficient management of call routing to deliver excellent customer experiences. So, let’s get started.

Customer Experience 52

Customer Experience Management Interactive Voice Response Telecommunications 52

Momentum Telecom

FEBRUARY 28, 2023

While the past few years may feel like a fever dream, IT leaders haven’t forgotten how challenging it was to set up systems to support employees working from home. Hastily-made decisions resulted in ill-fitting solutions, but many businesses managed to make it work. How Do You Update Your Cloud Collaboration Strategy?

CRM 98

CRM Technology Contact Center Surveys 98

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: IP PBX Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. It offers a similar suite of services.

Banking 52

Banking Interactive Voice Response Finance Accountability 52

Fonolo

JANUARY 19, 2023

Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. Studies by Toister Performance Solutions show that a whopping 74% of agents are at risk of burnout. Offer automation tools to support employees Call volumes at inbound call centers increased dramatically during the pandemic.

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

UJET

JULY 7, 2020

The days of on-premises support systems and locally-based customer support agents is over. Remote work or work-from-anywhere situations used to be a sparsely used option but has now proven to be the reality for most. Instead of a gradual move to remote work, companies have had to adjust quickly.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. The State of Remote Work in Contact Centers. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

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. Trend One: Stay Agile with Remote Workforce Management. Lay down the foundation for better remote management in your contact center.

Contact Center 128

Contact Center Technology Coaching Analytics 128

VirtualPBX

OCTOBER 11, 2023

Guest Blog From Sphinx Solution VoIP , a technology that allows you to make calls over the Internet, has been steadily transforming global communications for the past decade, unlocking significant ROI in communication for businesses worldwide. Empowering remote work Research from the Bureau of Labor Statistics shows that 27% of the U.S.

voip 104

voip Accountability Customer retention Technology 104

Playvox

NOVEMBER 1, 2022

But one thing many contact centers are missing is a remote work company policy. In our 2022 remote work study , we found that nearly all the respondents were offering hybrid or remote work arrangements, but only 34% had a policy in place to govern it. What Is A Remote Work Policy?

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

NobelBiz

AUGUST 22, 2023

Why Businesses are Migrating to VOIP VOIP solutions are rapidly becoming the choice for businesses, both large and small, and for good reasons: The communication landscape for businesses has seen a drastic transformation in the last decade, and a significant catalyst behind this shift is VOIP (Voice Over Internet Protocol).

voip 98

voip Telecommunications Contact Center Contact center software 98

Momentum Telecom

MARCH 14, 2022

Experts agree that even after the pandemic is just a bad memory, remote work will be a permanent part of the modern workforce. 1 Some companies may have a completely remote workforce, while most companies will probably opt for a hybrid workforce. There are four remote network components that help accomplish that goal.

Customer Support 98

Customer Support Management 98

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. It offers a similar suite of services.

Contact center software 52

Contact center software Banking Contact Center Finance 52

Momentum Telecom

OCTOBER 19, 2023

Having a reliable voice solution is more important than ever, but choosing the right one for your business from the sea of available options can be overwhelming. In this blog, we’ll walk you through the most popular types of phone systems and some key factors to consider when choosing a voice solution for your business.

voip 97

voip Analytics Management 97

VirtualPBX

SEPTEMBER 14, 2023

Guest Blog from Sphinx Solution Nowadays, a solid communication system is the key to any business success. This means VoIP solutions convert human voice into a signal that travels through the Internet. This level of flexibility makes it easier for those who work remotely or from other locations.

voip 105

voip CRM Consulting Consulting 105