ProProfs Blog

MAY 6, 2020

As per the Harvard Business Review, while 22% of Americans work from home, around 50% of them are involved in virtual or remote work. . Further, with the advent of disruptive workplace technologies, employees naturally expect their companies to utilize novel means of remote collaboration and aggregation on multiple channels. .

Management 162

Management Customer Service Best practices Entertainment 162

Global Response

DECEMBER 23, 2022

Setting up your call center may seem as easy as hiring a few knowledgeable agents and providing them with a phone line—but nothing could be further from the truth. Even basic call centers have a variety of software requirements, from essential call center operating software to software for security and recruitment.

Call Center 62

Call Center Interactive Voice Response call center software Contact Center 62

Talkdesk

MAY 19, 2020

A remote work program has become a differentiator for organizations looking to attract and retain talent. Having grown more than 44% over the last five years, remote work has proved to be a huge enabler for business productivity. Here some steps to ensure a successful deployment of a remote work model. #1

Employee engagement 100

Employee engagement Quality management Accountability Management 100

Fonolo

JANUARY 31, 2023

As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management. What is Call Center Training?

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Call Center Contact Center Coaching Gamification 141

Comm100

MAY 19, 2021

If you’ve been forced to transition your whole customer service team into remote workers, you’re not alone. For some companies the future is hybrid, with part or all of the workforce splitting their week between home and office. So how can you train and onboard your customer service agents when they are working remotely?

Customer Service 52

Customer Service Coaching Personalization Management 52

Liveops

JANUARY 6, 2022

Recently, Liveops Senior Vice President of Marketing and Talent Acquisition, Ellen Hahn, joined the weekly live stream Sterling Live to discuss recent workforce trends with Sterling General Manager Vincenza Caruso-Valente. Over the past two years, the global workforce has been forced to adjust to new and uncertain situations.

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Gamification virtual call center Virtual Agent Call Center 62

CSM Magazine

APRIL 18, 2023

The current cost-of-living crisis combined with the usual stresses of managing a hybrid workforce and higher customer expectations put tremendous pressure on customer service organisations today. Find New Ways to Nurture your Staff—and the Contact Centre Here are five top tips for getting started: 1.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

Hodusoft

FEBRUARY 9, 2022

They can no longer rely on floor managers’ skills to track agent performance and customer satisfaction. Customers these days are demanding chat options or interaction via a video platform with an agent to resolve more complex issues. The pandemic accelerated the remote working momentum. AI technology.

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Contact Center Technology Contact center software Chatbots 98

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

JustCall

JANUARY 19, 2023

That’s why optimizing your call center’s performance is more important than ever. But if your customers are on hold or don’t get the solution to their problem quickly, your customer may walk away from you forever. Call centers are established to meet the demands of customers. What are Call Centers?

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Best practices Call Center call center workforce Abandon rate 52

Global Response

JANUARY 22, 2024

But with the rise of modern technology and the globalization of the workforce, call centers and business process outsourcing (BPO) services look very different today. This includes everything from email to websites to social media platforms. It converts your voice into a digital signal that can travel over the internet.

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Call Center outsourcing Interactive Voice Response voip 62

JustCall

MARCH 7, 2023

You need to be proactive in your outreach, and be flexible enough to adapt to the ever-changing needs of buyers, and your team, for that matter. So why does this approach matter and how can you incorporate it into your sales operations? The most common hybrid work model combines remote and in-office work.

Best practices 52

Best practices Sales Morale Personalization 52

Cisco - Contact Center

AUGUST 3, 2020

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. Webex Contact Center is built on the unique Webex Platform for Contact Center. Business Continuity.

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Contact Center Technology contact center solutions Virtual Agent 124

NobelBiz

MARCH 12, 2024

To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). Introducing Unified Customer Experience Management (Unified CXM) Unified CXM is the practice of creating seamless and personalized experiences for customers across all support and marketing channels.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

CSM Magazine

MAY 12, 2022

In this workforce wellbeing management series, we’re bringing a magnifying glass to the current state of the contact centre, the rising stress levels in contact centres, and the action plan required to address them. So what can supervisors and senior managers do to build a happy and productive team?

Coaching 59

Coaching Analytics Chatbots Self service 59

Fonolo

NOVEMBER 11, 2021

They want: Immediate service with shorter customer interactions; greater empathy; knowledgeable agents; and. Our latest report, Contact Center Trends 2022, covers this important topic as our workforce faces significant labor shortages. Keeping agents engaged will prove essential for contact center management in 2022.

Contact Center 87

Contact Center Multichannel Call Center Morale 87

Netomi

AUGUST 24, 2022

By treating conversations as tickets, this streamlined system helps support teams easily view and resolve all incoming requests within these platforms. What’s more, all of this is completed within collaboration platforms such as Slack and Microsoft Teams. Why, you may ask? Conversational ticketing is becoming more common.

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Telecommunications Self service Benchmark Metrics 98

Playvox

OCTOBER 6, 2021

Gen X (born between 1965 and 1980) 29% of 2025 workforce As the generation that learned to do things manually before being introduced to computers at school, Gen X bridges the gap between the traditional and the digital. Millennials (born between 1981 and 1996) 44% of 2025 workforce Millennials welcome and embrace new technology.

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Contact Center Management Surveys Coaching 75

Tethr

MARCH 3, 2020

For some, this might mean allowing your workers to select shifts that best support their home lives. For others, this means giving reps the reigns to work remotely if the technology is in place to support it. After all, management must also adapt to a new landscape. Here’s how to make flex work work for you and your team. .

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Talkdesk

OCTOBER 15, 2020

Today, digitization opens the door to broader talent pools and, to drive results, companies need to adapt their hiring and management processes to source the best WFH professionals in a more global and competitive market. Use these three tactics to win back your lost clients: 1. Deliver the best results with the best talent.

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Banking Cloud contact CRM Contact Center 67

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

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Call Center Contact Center Abandon rate Average Handle Time 59

ChurnZero

JANUARY 25, 2024

Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge. How will customer success jobs, and the skills they require, evolve in 2024?

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Education Upselling Consulting Consulting 52

TechSee

JUNE 1, 2021

Gartner estimates that by 2022, there will be a 50% increase in one-off issue resolution and consultative services offered on freelance platforms, and Everest Group estimated that U.S. gigs will surpass the permanent workforce by 2027, growing 40% by 2027 to reach 86 million. What is Gig Customer Service? What is Visual Assistance?

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Customer Service Upselling outsourcing Self service 109

NobelBiz

FEBRUARY 23, 2023

How can you deploy real-time communication across various channels without blowing your budget? CPaaS (communications-platform-as-a-service) is a cloud-based solution that allows you to integrate real-time communication techniques into your existing apps without worrying about infrastructure or back-end interfaces.

Telecommunications 52

Telecommunications APIs Contact center software Contact Center 52

NobelBiz

FEBRUARY 23, 2023

How can you deploy real-time communication across various channels without blowing your budget? CPaaS (communications-platform-as-a-service) is a cloud-based solution that allows you to integrate real-time communication techniques into your existing apps without worrying about infrastructure or back-end interfaces.

Telecommunications 52

Telecommunications APIs Contact center software Contact Center 52

CSM Magazine

JULY 28, 2022

To optimize the work of staff, HR managers today are actively introducing various software into the work of the team. Find out from this article which HR management software is the most popular and effective and put it into practice! As practice shows, modern technologies provide wide opportunities in the field of HR management.

Management 59

Management Gamification Analytics Enterprise 59

CSM Magazine

APRIL 13, 2022

This first article outlines the key triggers for agents, supervisors and senior managers and shows why it pays to take a comprehensive approach to organisational wellbeing. Stress is a major barrier to success and it is affecting everyone. The impact of the past few years has been wide-reaching and traumatic.

Analytics 59

Analytics Coaching Best practices Technology 59

CSM Magazine

SEPTEMBER 9, 2022

As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage. Make yours stand out from the crowd with the right strategy. Put your contact centre on the right track with a step-by-step guide to improving customer service that blends people, process and technology.

Customer Service 52

Customer Service Brand ambassadors Gamification Morale 52

SharpenCX

MARCH 25, 2021

Gartner research shows in two years, nearly nine in 10 leaders think 20-80% of the customer service workforce will still work from home. Download Now] Use your contact center’s data to improve the customer experience today. But how can you effectively coach and improve the performance of a dispersed workforce?

Coaching 67

Coaching Analytics Call Center Quality management 67

BlueOcean

AUGUST 30, 2018

Navigating this shifting landscape is challenging and investment in the latest and greatest systems and tools can impact your bottom line. The right partner understands exactly what clients’ customers expect from these digital tools. But what constitutes a bad experience? Below we explore what you should be looking for.

Customer Service 92

Customer Service outsourcing Contact Center Chatbots 92

24-7 InTouch

MAY 1, 2020

Those with traditional workforces have been investing in technology platforms that function as an employee engagement center, helping to drive retention, tenure, and work quality as an alternative to wage increases. This is a win-win for both your employee’s job satisfaction and for your business.

At home agents 52

At home agents Employee engagement Contact Center Technology 52

Noble Systems

MARCH 19, 2021

This is especially true for managing customer contacts, which, while vital to growing a business, can have negative impacts if not done well. These teams can benefit greatly from call center solutions for small business that can help them manage customer contacts and improve SMB customer service delivery. Call Center Software for SMB.

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call center software Call Center Interactive Voice Response Contact Center 98

SharpenCX

JUNE 29, 2021

And, no, you’re not about to lose your job to a robot. But, as technology shifts, it’s important to evaluate how automation impacts the workforce. Inevitably, the roles humans take on and the tasks robots take over will shift how we work and what skills your customer service employees will need to learn to adapt. Don’t worry.

Customer Service 67

Customer Service Coaching Call Center call center software 67

Hodusoft

AUGUST 30, 2022

In today’s knowledge-driven business world, how a business shares and exchanges information defines its success. Instead of relying on local hard drives and private data centers, cloud computing uses remote servers to store and access data. UCcaS, CCaaS, CPaaS - Everything you need to know. Who all can use cloud computing?

APIs 52

APIs Interactive Voice Response Contact Center voip 52

JustCall

APRIL 13, 2020

The perks of working remotely are finally coming to the fore. As enterprises are going remote, they are also switching the way they communicate with target audiences and approach prospects. Even if you make a shift to remote work, you need to ensure that your business runs as usual.

Sales 98

Sales CRM Analytics Chatbots 98

CSM Magazine

JUNE 24, 2021

We discovered how Connected Enterprises enjoy far higher levels of workforce and customer engagement than their peers. Becoming a Connected Enterprise provides the next big step in the evolution of the contact centre but what does it really mean for your customers? Meanwhile, consider how your organisation interacts with customers.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

Netomi

AUGUST 24, 2022

By treating conversations as tickets, this streamlined system helps support teams easily view and resolve all incoming requests within these platforms. What’s more, all of this is completed within collaboration platforms such as Slack and Microsoft Teams. Why, you may ask? Conversational ticketing is becoming more common.

Telecommunications 52

Telecommunications Self service Benchmark Metrics 52