learning-center 
CCNG
MARCH 16, 2022
Almost 20 years ago, while speaking at a contact center conference, I had the opportunity to meet Amas Tenumah. We were both much younger (him more than me), but we quickly learned we were both leading contact centers for large companies.
Fonolo
NOVEMBER 22, 2022
This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever. Contact Center Trends 2023.
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Contact Center Pipeline
JULY 9, 2021
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Playvox’s Jennifer Waite discusses how learning has evolved in the modern workplace.
CCNG
DECEMBER 16, 2020
In a recent panel discussion with CCNG members on the topic of 2021 Contact Center Predictions, Ron shares a few perspectives learned from this year. First, companies found self service options inadequate – When COVID hit in March, many industries found their automated systems were inadequate to help handle call volumes.
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In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels.
Contact Center Pipeline
OCTOBER 6, 2021
Over the past decade of providing call center coaching and training, my observation has been that trainees will recall a story I’ve told or an example provided in a story format versus any […]. Can you recall a story that took you on an emotional roller coaster ride and ended with an essential motto or lesson?
Contact Center Pipeline
JUNE 25, 2021
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Playvox’s Jennifer Waite discusses how learning has evolved in the modern workplace.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
This webinar with CX master Steve Pappas will unravel how conversational AI is transforming business-customer interactions and contact center operations globally. . 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms. Don't miss this exclusive event!
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Building a successful CX program requires teams to share data seamlessly across multiple functions, including support services, contact center, marketing, and sales. The Value Index is an assessment of how well vendors address buyers’ requirements for CX software and incorporates all criteria.
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Companies invest millions each year to optimize their call center sales processes and results, yet research shows that sales representatives are not actually doing the basic behaviors defined by the carefully crafted workflows.
Speaker: Nate Brown, Co-Founder, CX Accelerator
The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). When your contact center can demonstrate a significant return on investment using CX terms, you are more likely to get the funding and support that you need to succeed in 2019.
Speaker: Robert Bradshaw, President, Got/IT
For too long, contact centers have been unable to continuously and precisely value the true cost of decisions across each contact channel and team in a way that is actionable, understood by everyone from C-level to agent, and manageable. How to learn the true cost of decisions before committing.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. I addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels.
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Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction! In this eBook, TASKE shows how you can: Resolve customer complaints faster. Identify hidden trends to improve operations.
Speaker: Tony Medrano, CEO of RapportBoost.ai
and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers. How artificial intelligence can improve your organization's KPIs through machine learning.
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