Customer Service Life

DECEMBER 4, 2020

It’s a fantastic resource and you should definitely check it out. Working for a software company, our contact center is all but dead on Black Friday — and that’s been the case for most of my career in the contact center. 3 tips to thrive amid contact center peaks.

Contact Center 138

Contact Center outsourcing Engineering Metrics 138

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Ansafone

AUGUST 6, 2022

The way they communicate with constituents decides the perception of the public. Government agencies are now turning to contact centers to reap the benefits of having accessibility to professionally trained customer service agents who can take calls for them. Efficient Solutions Provided By Outsourcing with a Contact Center.

Government 62

Government Contact Center outsourcing Call Center 62

Ansafone

MAY 27, 2022

This then leads to the contribution of unequivocal public perception. To support the weighty pressure of the public’s high expectations, government agencies need reliable and accurate support services. To answer the aforementioned question, outsourcing government Contact Center tasks can help to make all this possible.

Government 62

Government Contact Center outsourcing Interactive Voice Response 62

Monet Software

MARCH 10, 2021

Will remote agents continue to represent a significant proportion of the call center workforce? Or will SMB contact centers and clients rush to bring employees back to the traditional production floor? The contact center workforce was already going remote. Here’s why. Flexibility & Scalability. Cost-savings.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

CX Global Media

MAY 25, 2017

And Lori Bocklund has seen both happen in the current Wild West of contact center technology that exists today. Unstable Contact Center Technology. As Lori states, when it comes to contact center technology, all of this is happening. It’s like the Wild West out there with contact center technology.”

Contact Center 185

Contact Center Technology CRM Finance 185

Cisco - Contact Center

JUNE 18, 2020

Driving Business Growth for Customers with the Intelligent Contact Center. Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Contact Center Installed Base. Identified by Aragon Research. Focus on AI.

Contact Center 116

Contact Center Enterprise contact center solutions Cloud contact 116

CX Global Media

JULY 9, 2019

The second step ( the first step ) in the contact center agent journey comes with the on-boarding process. In my experience seeing many contact center operations, I see this area of the agent journey being full of improvement opportunities. Linda Harden President and Publisher, Contact Center Pipeline.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Call Center Weekly

AUGUST 15, 2018

This could be the loss of a customer, the loss of revenue, public embarrassment to the business, and at worst, termination. Let’s face it; the contact center agent will be placed in stressful, difficult and upsetting situations. I would suggest that any such testing programs be under the control of the Human Resources.

Contact Center 143

Contact Center Government Personalization Consulting 143

Ansafone

OCTOBER 25, 2022

Why do businesses need contact centers? Quality customer service delivery is sacrificed by these factors and growing businesses simply can’t afford not to outsource with contact centers, at least if they expect to see long-term progress. Top Benefits of a Contact Center. About Ansafone Contact Centers.

Contact Center 62

Contact Center outsourcing Call Center Scripts 62

Cisco - Contact Center

NOVEMBER 24, 2020

Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead. He’s the VP and General Manager of Cisco’s Contact Center Business Unit. The ultimate goal?

Contact Center 106

Contact Center Technology contact center solutions Cloud contact 106

CX Global Media

MAY 15, 2017

The report “Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region by MarketsandMarkets states that This is a Compound Annual Growth Rate (CAGR) of 23.6%. Cli c k to Tweet.

Contact center software 120

Contact center software Cloud contact Contact Center Transportation 120

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. Playbook and Planner.

Contact Center 120

Contact Center CCNG Morale Coaching 120

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

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. Are you wondering which channels should receive the majority of your resources? appeared first on Shep Hyken.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Engineering Education Banking 52

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

CCNG

NOVEMBER 1, 2023

By being at the forefront of operations, we can identify opportunities to drive efficiencies, cut costs, and optimize resources. By incorporating WFM into the strategic planning process, organizations can tap into our wealth of data and insights to inform future forecasts, resource allocation, and performance measurement.

CCNG 195

CCNG Analytics Employee engagement Contact Center 195

Taylor Reach Group

JANUARY 7, 2022

But how many of us look at our contact centers and think about making this New Year the best ever? Why not make some contact center resolutions this year? Turnover has always been a contact center concern, and it’s more of a threat than ever today. Here are a few suggestions to get you started. Appreciate.

Contact Center 76

Contact Center Morale Consulting Consulting 76

pindrop

JUNE 10, 2020

How to Reduce Bias: Optimizing AI and Machine Learning For Contact Centers. For contact centers, a real-world example could be gleaned from AI improperly trained on international calls. An example of this is contact center authentication solutions that use geographic location as a primary indicator of risk.

Contact Center 121

Contact Center Finance Engineering call center professionals 121

Aspect

SEPTEMBER 18, 2017

For all the chatter, it would be easy to assume most companies have already shifted to the cloud but Morningstar estimates that just 20% to 25% of virtualized infrastructure is running in a public cloud environment. The post Cloud Contact Center: Customer Centricity with Great Agility & Less Cost appeared first on Aspect Blogs.

Cloud contact 120

Cloud contact Customer centricity Contact Center contact center solutions 120

Fonolo

MAY 3, 2023

Lowering call abandonment rates in contact centers is one of the most powerful performance levers available to call center managers. This guide will walk you through everything you need to know in order to understand, measure, and reduce call abandonment in your contact center. What is an Abandoned Call?

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

DMG Consulting

MARCH 18, 2020

Managing Contact Centers Through the COVID-19 Pandemic. Employees, particularly those who are paid an hourly wage when they show up and are not paid at all when they don’t, which is the case for many contact center agents, are facing a tough decision. This is DMG’s second column on the COVID-19 pandemic.

Contact Center 100

Contact Center Management Government Transportation 100

Talkdesk

APRIL 9, 2020

To slow the spread and help healthcare providers, public health specialists have recommended social distancing and self-isolation. This phenomenon is referred to as flattening the curve, designed to reduce the spread of the virus, slow the progress, lower its maximum reach and impact on public health.

Contact Center 80

Contact Center Abandon rate Healthcare Education 80

TechSee

AUGUST 14, 2023

He’s been featured in top-tier publications such as The Wall Street Journal, Forbes, CNN Money, the New York Times, as well as on major television networks. He is currently the Strategy & Optimization Czar at Call Design North America (CDNA), the leader in workforce management solutions for contact centers.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

AWS Machine Learning

JULY 29, 2022

Establishing highly efficient contact centers requires significant automation, the ability to scale, and a mechanism of active learning through customer feedback. In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR).

Contact Center 95

Contact Center Interactive Voice Response Self service Accountability 95

CX Global Media

OCTOBER 10, 2018

There are people in the contact center industry that have more than persevered, they have thrived and positively impacted thousands of people along the way. Penny Reynolds, co-founder of The Call Center School, is one of those people in the contact center industry. How to Build a Contact Center Dream Team.

Coaching 263

Coaching Call Center Contact Center call center professionals 263

Hodusoft

MAY 1, 2023

HoduCC Contact Center Software Wins 2023 UC Product of the Year Award Sometimes, an award is more than just a recognition or honor. HoduSoft’s HoduCC contact center software winning the TMC’s 2023 Unified Communications Product of the Year Award shows the power of teamwork. What’s TMC’s 2023 UC Product of the Year Award?

Contact center software 52

Contact center software Contact Center Interactive Voice Response CRM 52

NICE inContact

DECEMBER 5, 2017

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight.

Contact Center 96

Contact Center Gamification Metrics Technology 96

Balto

JULY 5, 2023

The contact center is no different. You can prepare your contact center for an AI-powered future by implementing new strategies in the present. The Future of AI in the Contact Center But what about the contact center? But what should contact centers do in the meantime?

Contact Center 52

Contact Center Virtual Agent Chatbots Best practices 52

NobelBiz

FEBRUARY 22, 2023

Contact centers and almost no industry has been spared, as working habits, job schedules, communication patterns and technologies have all been altered drastically. As a result, the tools, technology, and procedures that contact centers will need to adapt to hybrid work patterns that must be carefully evaluated.

Contact Center 52

Contact Center Transportation Technology Management 52

NobelBiz

FEBRUARY 22, 2023

Contact centers and almost no industry has been spared, as working habits, job schedules, communication patterns and technologies have all been altered drastically. As a result, the tools, technology, and procedures that contact centers will need to adapt to hybrid work patterns that must be carefully evaluated.

Contact Center 52

Contact Center Transportation Technology Management 52

DMG Consulting

AUGUST 31, 2018

The Next Act: The AI-Enabled Contact Center. In 2005, 13 years ago, I published the book The Real-Time Contact Center. The idea behind the book was (and still is) conceptually simple – to utilize the real-time capabilities of contact centers to assist people (customers, prospects, partners, public, etc.)

Contact Center 91

Contact Center Virtual Agent Healthcare Analytics 91

Balto

SEPTEMBER 16, 2022

In our most recent report on how to recession-proof your contact center, we found that executives who viewed their contact center as a waste of resources had nearly 3x the agent churn compared to those that did not, as well as lower NPS and CSAT scores across the board. That’s nearly a 3x increase.

Contact Center 52

Contact Center Real estate Business Process Outsourcing Transportation 52

Playvox

NOVEMBER 18, 2021

The pandemic permanently changed the contact center landscape. Globalization and a younger workforce that prioritizes work-life balance are forces that likely would have compelled contact centers to gradually adopt a work from anywhere agent model. Benefits of Cloud Based Contact Center Solutions.

contact center solutions 52

contact center solutions Cloud contact Contact Center Schedule adherence 52

Cisco - Contact Center

JANUARY 27, 2020

In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results. Integration of new cognitive capabilities powered by Voicea and Google Cloud’s Contact Center AI that turn your agents into “super agents”. Announcement Highlights.

Contact Center 73

Contact Center contact center solutions Enterprise Cloud contact 73