CCNG

JANUARY 31, 2024

According to a recent PWC Annual Global CEO survey, 40% of global CEOs think their organization will no longer be economically viable in ten years’ time if it continues its current course. According to a recent APQC Survey, 38% of leaders are now recognizing that managing knowledge is a strategic asset within the organization.

CCNG 195

CCNG Self service Best practices Chatbots 195

CCNG

JULY 19, 2023

Now, let’s delve into some practical tips to help you conquer the forecasting challenge and elevate your WFM strategies to new heights. Back-office work is handled differently than contact center work, so be sure these differences are factored in. WFM isn’t just for the contact center anymore.

Workload forecasts 195

Workload forecasts CCNG Consulting Consulting 195

ShepHyken

JANUARY 29, 2021

They provide some tips and tricks to set your business up for success in the contact center. Following best practices and applying hacks has proven fruitful for a lot of contact centers. You wouldn’t have a contact center if you had no customers to start with. At least for now!

Best practices 227

Best practices Contact Center Interactive Voice Response Call Center 227

ShepHyken

DECEMBER 24, 2021

Tom Laird is the Founder and CEO of Expivia , a USA-based, 500+ seat omnichannel contact center located in Pennsylvania. He shares how call centers can safeguard critical customer data, giving customers peace of mind while reducing risk to your organization.?. Security Risks to Avoid in Your Call Center .

Call Center 307

Call Center outsourcing Banking Education 307

Call Experts

APRIL 8, 2024

This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and call center services, including telephone answering and message delivery across North America and the UK. Now a fourteen-time winner , Call Experts earned the Diamond Plus Award.

Telemarketing 52

Telemarketing Telecommunications Call Center Answering services 52

Fonolo

DECEMBER 8, 2023

Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! There’s no denying that some of the changes impacting contact centers over the last four years continue to make waves – notably the enduring appetite for hybrid and remote work.

Contact Center 81

Contact Center Big data Chatbots Scripts 81

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle.

Quality management 83

Quality management Customer centricity Management Contact Center 83

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Fonolo

JANUARY 26, 2023

If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023. And their answers may not be what you expect.

Contact Center 126

Contact Center Agent Empowerment Self service Employee engagement 126

Real Blue Sky

APRIL 17, 2023

The contact center is the primary hub of contact between your organization and your customers. It is critical that contact centers operate effectively to efficiently meet customer expectations. Growing Contact Volumes and Increasingly Complex Interactions One of the biggest challenges is high contact volume.

Contact Center 98

Contact Center Metrics Technology Self service 98

Upstream Works

JUNE 9, 2022

When talking about a company’s mission – its reason for being – he said that you need to go back in time to when you first started the company. It didn’t actually happen when we first started the company – that was sort of a reluctant buyout at the time. The contact center was even more complicated.

Contact Center 157

Contact Center Brand ambassadors Call Center Virtual Agent 157

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? Start there first. It’s simply become too loud.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. Techniques to reduce call volume.

Call Center 196

Call Center Self service Gamification Contact Center 196

Virtual Live Labs

SEPTEMBER 30, 2020

Reengineering leadership skills for the new work-at-home contact center environment. The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. Leaders in this new virtual contact center struggled to engage their employees.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Reengineering leadership skills for the new work-at-home contact center environment. The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. Leaders in this new virtual contact center struggled to engage their employees.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. With Amazon Lex bots, you can use conversational AI capabilities to enable these capabilities within your call center. Select Start with transcripts as the creation method. Choose Create bot.

Chatbots 94

Chatbots APIs Self service Contact Center 94

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. Of course, you should still use other KPIs to improve your call center. Keep that in mind.

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

Balto

JULY 8, 2022

What is it about a real human — with a real human voice — that encourages consumers to actively call into the contact center? By now we all know that the COVID-9 pandemic has rapidly accelerated the convergence of unified communications (UC) technology, including voice, messaging, and video, with contact center capabilities.

Chatbots 97

Chatbots Self service Contact Center Coaching 97

Taylor Reach Group

APRIL 1, 2020

If you asked any contact center manager two months ago about their business continuity plan, they’d likely opine on their facility’s readiness to address just about any emergency scenario. Here are five ways contact centers can support their onsite workers amid the coronavirus outbreak: 1.

Contact Center 137

Contact Center Average Handle Time Consulting Consulting 137

NobelBiz

DECEMBER 11, 2023

Effective call flow management has the potential to revolutionize customer service, sales, and overall business operations. Call flows are essential for contact centers as they provide a structured framework for managing customer interactions. Let’s continue with the 6 essential steps of a standard call flow.

Call flow 106

Call flow Interactive Voice Response Customer Experience Contact Center 106

Outsource Consultants

MARCH 8, 2022

One common pain point among both clients and BPO providers: wages have been rising steadily throughout 2021, and experts predict that this trend will continue into 2022. Domestic Wage Increases: Now and Future. With the high competition over potential employees, businesses have had to add competitive advantages to their hiring plans.

Contact Center 126

Contact Center outsourcing Call Center Wait times 126

BlueOcean

FEBRUARY 14, 2024

SaaS companies are no strangers to how an entire industry can be flipped on its head with a simple reframing of business models. It’s an evolution that has landed the contact center in a role as a major driver of business growth, especially in the realm of SaaS. That’s their business after all. Ill-defined KPIs.

SaaS 71

SaaS outsourcing Brand ambassadors Average Handle Time 71

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. What Is Call Center Technology? Advanced call center technologies go way beyond handling incoming or outgoing calls.

Call Center 124

Call Center Technology Interactive Voice Response Analytics 124

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. Between the 1960s and 1990s, the invention of IP PBX , Interactive Voice Response (IVR) system, and voicemail system changed the way businesses used to communicate.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Outsource Consultants

JUNE 15, 2022

Contact center agents are on the front lines of this growing problem, answering customer inquiries and giving shipping updates. Instead, consumers shifted to online marketplaces to continue participation in the economy. The Impact on Contact Centers. The Impact on Contact Centers.

Automotive 128

Automotive Transportation Contact Center Agent burnout 128

Fonolo

OCTOBER 5, 2021

The reviews for your contact center are in—but they won’t be found in the newspaper or on Rotten Tomatoes. You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Creating a Customer Service Strategy That Drives Business Growth. How is NPS calculated?

Abandon rate 153

Abandon rate Inbound sales Contact Center Surveys 153

Fonolo

JANUARY 18, 2022

Contact centers have experienced a wild ride throughout the pandemic – and it looks like it is continuing in a more positive direction. The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027! – Shep Hyken, CS & CX Expert.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

Fonolo

JUNE 22, 2021

Despite advancements in customer service technology and automation, one thing hasn’t changed: people remain fundamental to the success of a contact center. With this in mind, it’s important that your best agents are happy and engaged enough with their work to stay put and make your contact center successful.

Call Center 151

Call Center call center software Employee engagement Gamification 151

Fonolo

NOVEMBER 11, 2022

Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic. READ THE FULL GUIDE: Contact Center Trends 2023. (It

Contact Center 87

Contact Center Interactive Voice Response Self service Call Center 87

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 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

Fonolo

NOVEMBER 11, 2021

Contact centers have been learning this the hard way over the last decade. So why is agent engagement more important now for 2022 than ever before? The answer is simple: customers have higher expectations for businesses, now more than ever. READ THE FULL GUIDE: Contact Center Trends 2022.

Contact Center 87

Contact Center Multichannel Call Center Morale 87

DMG Consulting

JANUARY 30, 2024

Thanks to AI, the CCaaS Sector Comes on Strong View this article on the publishers website The contact center-as-a-service (CCaaS) market continues to thrive despite challenging macroeconomic conditions. percent of contact center seats as of the end of December 2022, a figure expected to have grown to 34.7

Contact Center 48

Contact Center CRM Enterprise Self service 48

Outsource Consultants

FEBRUARY 26, 2024

Although we remain “Switzerland” throughout your search process, we are still here to help you ask the right questions along your call center search journey to protect you and your company.” Dave LaBatt: “We feel that you will see more and more AI-related solutions that will complement the call center agents in the coming years.

Call Center 67

Call Center outsourcing Customer Service Consulting 67