TechSee

SEPTEMBER 22, 2020

Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact. AR is especially useful in addressing three core use cases, each of which enhances field service efficiency: optimizing appointments. delivering results-driven outcomes.

Self service 207

Self service B2B Customer centricity Technology 207

Real Blue Sky

NOVEMBER 21, 2023

With a focus on cultivating deep connections, fostering a culture of engagement, and driving a business model centered on outcomes, growth is not just possible—it’s achievable. A continuous improvement program is the engine that drives these efforts.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Vistio

FEBRUARY 1, 2024

As organizations continue to rely on remote workforces to maintain their contact center operations, it has become increasingly important to find effective ways to support and develop remote agents. How Artificial Intelligence Can Transform Your Remote Contact Center 1.

Contact Center 52

Contact Center contact center workforce Employee engagement Technology 52

Playvox

JANUARY 11, 2024

While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers? Why is Workforce Management Important in the Call Center? But getting to this nirvana is no picnic. WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Consulting 59

Consulting Consulting Enterprise Marketing 59

CSM Magazine

JANUARY 18, 2023

Calabrio, the workforce performance company, is pleased to announce the appointment of Kevin Jones as CEO. Goodmanson is stepping down to pursue new ventures after growing the company to new heights and setting it on a course for continued success. I am excited to see how Kevin moves the company forward.”

Contact Center 52

Contact Center Customer centricity Coaching Employee engagement 52

24-7 InTouch

JANUARY 23, 2024

Emotional intelligence within the workplace acts as a bridge to ensure both are optimized. All of these outcomes can significantly supercharge growth. It is essential to embed emotional intelligence into a brand’s culture from the outset, starting from hiring processes and continuing throughout the employee life cycle.

Metrics 52

Metrics Surveys Technology Personalization 52

Playvox

AUGUST 15, 2022

Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. While most contact centers have successfully transitioned to some form of remote workforce since COVID shutdowns, the return to fully on-site work—and its effect on agents—is unclear.

Contact Center 77

Contact Center Gamification Surveys Management 77

DMG Consulting

APRIL 19, 2023

The Report examines the business, market, and technology trends and challenges confronting enterprise leaders in light of increasingly complex operating environments, rising customer and workforce expectations, and a turbulent economy. It also presents customer satisfaction survey results that rate the vendors and their products.

Consulting 48

Consulting Consulting Enterprise Marketing 48

Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. It aims to improve service delivery, enhance customer satisfaction, and optimize operational efficiency. This leads to more effective training programs, optimized workforce allocation, and improved process workflows.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

CSM Magazine

OCTOBER 18, 2022

Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture. At Accruent, Orstad managed professional services, managed services, and enablement globally to assure positive business outcomes for customers. “I

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. What’s their secret?

Quality management 83

Quality management Customer centricity Management Contact Center 83

CSM Magazine

MARCH 24, 2022

It is common knowledge that the retail industry thrives on positive customer interactions and feedback, so when reviewing the ways in which organizations can grow and remain competitive in their field, it is vital to craft plans that revolve around optimizing the customer experience. About the Author.

Customer Experience 119

Customer Experience Self service Analytics Upselling 119

CSM Magazine

OCTOBER 18, 2022

Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture. At Accruent, Orstad managed professional services, managed services, and enablement globally to assure positive business outcomes for customers. “I

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

ConvergeOne

JUNE 21, 2022

What factors determine whether a contact center interaction produces a positive outcome? Workforce Engagement Management (WEM) is a practice designed to improve outcomes in contact center and back-office communication environments. WHITE PAPER] Six Steps to Engaging + Empowering Agents with Workforce Engagement Management.

Management 66

Management Contact Center Coaching Analytics 66

TechSee

AUGUST 14, 2023

Follow on LinkedIn Clare Muscutt, Founder and CEO of Women in CX As a globally recognized leading CX practitioner, Clare has dedicated her career to crafting innovative strategies that balance customer and employee needs with business outcomes.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CSM Magazine

AUGUST 21, 2023

Traditionally, organizations have relied on a range of pipelines for developing and attracting a talented workforce, from internal recruitment and processes to networking and the use of specialist tech recruiters. This information enables recruiters to make data-driven decisions, optimize job descriptions, and target the right talent pools.

Chatbots 52

Chatbots Analytics Technology Personalization 52

Interactions

AUGUST 12, 2022

Businesses that implement Conversational AI applications also see additional business benefits beyond improved customer experience including reductions in OPEX, better labor optimization, and immediate scalability. . What role can Conversational AI play in optimizing a business’ labor force? . Discussion Questions.

Virtual Agent 71

Virtual Agent Self service Scripts Technology 71

Serenova

APRIL 19, 2020

While most of us have been in lockdown mode, healthcare, financial services and other “essential” industries have had to continue to operate and serve customers through their contact centers. Workforce Optimization (WFO). These contact centers are rising to the challenge of this global crisis. Customer-first Support.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

CSM Magazine

OCTOBER 25, 2022

Calabrio continues to attract top-tier talent as the cloud contact centre landscape evolves. Calabrio , the workforce performance company, has hired Daniel Maier as chief revenue officer and Ryan Toben as senior vice president of customer success and sales operations. Daniel Maier, chief revenue officer, Calabrio. “I’m

SaaS 52

SaaS Cloud contact Customer centricity Coaching 52

DMG Consulting

NOVEMBER 3, 2020

Answer: Leading workforce optimization (WFO) and best-of-breed providers have offered contact center performance management (CCPM) applications for decades, yet they continue to be one of the most misunderstood and under-appreciated applications in the contact center market.

Contact Center 77

Contact Center Management Enterprise Marketing 77

24-7 InTouch

FEBRUARY 24, 2023

We will surely see this as metaverse innovations continue to emerge with developing AR/VR technology, but breakthroughs in data analytics like neuro-insights present another opportunity for companies to better understand human behavior, ultimately leading to enhanced, immersive customer experience (CX). What Does This Mean for Companies?

Analytics 52

Analytics Coaching Technology Surveys 52

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Aspect

OCTOBER 19, 2017

We are again focusing on five areas we believe are critical to enable a thriving customer experience center: agent engagement, agent roles and responsibilities, customer experience, workforce management, and interaction management. Insight #3 – Optimizing your Workforce Management Investments. Focus on continuous improvements.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

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. What are the Benefits of Call Center Reporting?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. Optimize the customer experience journey. With the cloud, contact centers can burst to scale and maintain business continuity in crisis regardless of where agents work.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

teleopti

DECEMBER 16, 2019

As 2019 draws to a close, Dave Hoekstra predicts an exciting road ahead for Workforce Management. We’ve explored how advances in Artificial Intelligence (AI) and analytics are pushing the boundaries for Workforce Management (WFM), radically transforming the way organizations manage their data to achieve all-round excellence.

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

Serenova

MAY 29, 2020

The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. Optimize the customer experience journey. With the cloud, contact centers can burst to scale and maintain business continuity in crisis regardless of where agents work.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Anexa BPO

NOVEMBER 29, 2022

According to a global research study conducted by Globoforce’s WorkHuman Research Institute and IBM’s Smarter Workforce, employees who have a positive experience at work are more likely to perform better and less likely to leave their jobs. The importance of employee experience in retaining talent cannot be overstated.

outsourcing 52

outsourcing Coaching Analytics Personalization 52

DMG Consulting

JUNE 8, 2021

Interaction analytics enables companies to alter the outcome of customer conversations, responding with real-time alerts and next-best-action guidance to agents, regardless of where they are located. Work-at-home (WAH) is here to stay. Enterprises need data on how well their employees are delivering service on an ongoing basis.

Consulting 59

Consulting Consulting Analytics Marketing 59

JustCall

OCTOBER 25, 2023

Training Overhead: A large toolset calls for an equally large workforce. At the same time, it requires employee training and onboarding so that they can continue making the most of the tools. However, not all tools can integrate with each other seamlessly, and even the compatible ones may face synchronization issues.

call center software 52

call center software Contact center software CRM Call Logging 52

CustomerServ

DECEMBER 16, 2022

It’s hard to say how 2022 turned out for many because it “feels” like the year came and went incredibly fast, with mixed outcomes. and we anticipate this will continue throughout 2023. The focus shifted to HR in 2022, and we expect this to continue throughout 2023 and beyond. expect nearshore and offshore growth to continue.

outsourcing 62

outsourcing Call Center Business Process Outsourcing At home agents 62

ChurnZero

JANUARY 4, 2024

On the other hand, economic headwinds continue to constrain CS budgets and headcounts. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. Hiring and teams will continue to grow at a steady pace.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Uniphore

DECEMBER 17, 2021

healthcare market must continue to transform how they interact with consumers if they want to succeed. Today healthcare organizations continue to struggle with: Member dissatisfaction The dynamic nature of the COVID-19 pandemic added to patient worries and uncertainties about their health, healthcare, and benefits. In-call guidance.

Healthcare 52

Healthcare Contact Center Self service Wait times 52

Playvox

OCTOBER 19, 2021

Higher overtime costs are a natural outcome of contact center agent shortages. Make the most of agent capacity by optimizing schedules. When you’re short-staffed, it’s important to ensure your agents are optimally aligned to forecasted volume. Higher overtime costs. ENJOYING THIS ARTICLE? Sign up for our newsletter.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

JustCall

NOVEMBER 25, 2022

Their customer experience solutions that prioritize automation optimize the customers’ most crucial customer service processes. They provide the first and only business phone system that is natively built on a major cloud contact center platform, which cuts expenses and allows hybrid workforces to give better customer experiences.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52