BlueOcean

APRIL 24, 2024

With this in mind, your RFP must address the topic of environmental stewardship. Does your organization have a formal policy covering human rights and working conditions? What are the measures of success for your DE&I initiatives? Please describe what elements of social responsibility this policy covers.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

TechSee

FEBRUARY 19, 2024

Something as basic as automatic call summarization and topic extraction can reduce pre- and post-call operations by 30%, representing millions of dollars in savings. Early LLM-chatbots have been similarly restricted due to concerns about LLM hallucinations and off-topic guidance. A naive LLM will ask them to restart their system.

Virtual Agent 124

Virtual Agent Chatbots Enterprise Wait times 124

ShepHyken

OCTOBER 19, 2020

How To Deliver Ace Customer Service While Working Remotely by Team Inc42. Inc24) As we grapple with the aftermath of an unprecedented attack by an invisible enemy, the world is now forced to embrace this new era of remote working. My Comment: Chatbots are still a hot topic, especially in the customer support world.

Customer Service 191

Customer Service Chatbots Metrics Wait times 191

Calltools

APRIL 3, 2024

Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. It’s very difficult to remain competitive until you have managers, agents, tools, and strategies working together to improve every customer’s experience. Really, though, companies have used AI for decades.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

VirtualPBX

JUNE 21, 2023

Virtual Offices and Remote Work : In today’s evolving work landscape, remote work and virtual offices have become increasingly prevalent. VirtualPBX empowers businesses to create virtual offices and seamlessly connect remote workers , eliminating the need for physical office space.

voip 98

voip Call Logging Telecommunications Morale 98

VirtualPBX

APRIL 22, 2021

This is the final chapter of our e-book, Managing Remote Teams. We want to share some important remote work resources with you. Our vast cabinet of experience points us individually in the right directions, and as a company, we have thrived by making good choices with our remote work tools.

Construction 97

Construction Morale Marketing Management 97

CCNG

MARCH 1, 2022

According to a recent McKinsey poll , the top three factors employees cited as reasons for quitting were: 1) They didn’t feel valued by their organizations (54 percent), 2) they didn’t feel valued by their managers (52 percent), and 3) they didn’t feel a sense of belonging at work (51 percent). Showcase Skills Be someone’s crusader.

CCNG 195

CCNG Engineering Consulting Consulting 195

SharpenCX

SEPTEMBER 14, 2021

More than a third of hourly, customer service workers feel physically and emotionally drained after an average day’s work. And, with remote work, employees are working more than ever before. Add in new working conditions and shifting protocols, and it’s easy to see why employees are overwhelmed.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

Totango

FEBRUARY 23, 2024

Counteracting this stigma and laying the foundation for a successful and long-lasting tenure as CMO starts with the first 60 days. On a recent episode of the MarTech Podcast, Karen talked about her first 60 days at Totango and the steps she took to ensure a smooth transition and set herself and her newly united team up for success.

Marketing 97

Marketing Enterprise Sales 97

JustCall

OCTOBER 19, 2023

Remote workforce optimization has been one of the most searched topics on Google. Around 57% of candidates would look for a new job if remote working was not an option for them. On the leadership side, too, remote work is one of the top priorities. And why not? Let’s jump right in.

virtual call center 52

virtual call center Sales call center software Scripts 52

Playvox

MARCH 7, 2024

On this day, we discuss efforts and struggles to overcome cultural barriers, reflect on how to work for equality, support women in the workplace, and recall the importance of human rights. Now, I regularly sit at the table with many women leaders, all who have forged their own path to success through a variety of channels.

Best practices 87

Best practices Surveys Consulting Consulting 87

Outsource Consultants

NOVEMBER 17, 2021

The last 18 months put every industry on their heels — and many are just now coming to terms with how their work will be forever changed. From leaders, managers, and agents on down, the entire industry scrambled to transition to a work-from-home model. And finally, the growth of remote work has created a wider talent pool to draw from.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

JustCall

MARCH 28, 2023

Want to set your sales team up for success? When you’re dealing with remote sales teams placed in different corners of the globe, it can be particularly challenging to meet targets. As a sales leader, it is difficult to craft a sure-shot plan on how to manage a remote sales team. What exactly do they do well?

Sales 52

Sales Management Morale Employee engagement 52

Totango

DECEMBER 26, 2021

Check out these five tips for how to fight burnout and keep your customer success team healthy and effective. . Build an Open and Supportive Work Environment. As a customer success leader, you are responsible for setting the right tone and creating the right environment for your team to be successful.

Enterprise 102

Enterprise Personalization Best practices Management 102

Certified Languages International

DECEMBER 22, 2023

Remote interpreting services are a great way to streamline conversations between teams and customers, but it’s important to partner with a professional interpreting provider to ensure accuracy and compliance. What Is Remote Interpreting? Remote interpreting refers to interpretation services delivered over the phone or video.

Best practices 40

Best practices Healthcare Banking Technology 40

VirtualPBX

FEBRUARY 11, 2021

Following the successful publishing of Chapter 1 of our Remote Team Management E-Book, we have now released Chapter 2 that covers the topic of hiring remote employees. Chapter 1 discussed the nature of remote work and how, in general, it can benefit your business and help employees achieve a greater work-life balance.

Sales 69

Sales Management 69

SharpenCX

JULY 1, 2020

You get an email from someone you work with and something doesn’t sit right. If you don’t address small irritants between your teammates, they can fester into resentment and eventually impact your contact center work. If fully remote work or hybrid work is in your future, conflict resolution management has to take on a new look.

Contact Center 137

Contact Center Management call center workforce Morale 137

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Fortunately, there are solutions to help address your concerns, and we’ve got some suggestions for the best contact center software for remote workers.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Virtual Live Labs

FEBRUARY 6, 2022

According to a recent McKinsey poll , the top three factors employees cited as reasons for quitting were: 1) They didn’t feel valued by their organizations (54 percent), 2) they didn’t feel valued by their managers (52 percent), and 3) they didn’t feel a sense of belonging at work (51 percent). Showcase Skills. Be someone’s crusader.

Engineering 130

Engineering Analytics Personalization Management 130

ChurnZero

NOVEMBER 3, 2020

Throughout the conference we conducted a series of audience poll questions, that related to the session topics. We received poll responses from over 800 Customer Success professionals who also attended the conference. . If you are experiencing growing pains within your Customer Success team, you are not alone. .

Time management 98

Time management Management 98

Satrix Solutions

JULY 21, 2021

We had an opportunity to sit down and chat about this topic, as well as what’s coming up in the Customer Success industry with Abby Hammer , Chief Customer Officer with ChurnZero. ChurnZero is a real-time Customer Success platform that helps subscription businesses fight customer churn.

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

Spearline

JUNE 2, 2022

This is, presumably, largely down to the increase in remote and hybrid working for contact center agents… more on that below. Hybrid working models are here to stay One of the most obviously pandemic-driven contact center trends, is growth of remote and hybrid working for contact center agents.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

InGenius

MARCH 26, 2020

In recent weeks, the need for contact center agents to work remotely has become a necessity. There are some advantages to working remotely though, and also ways that InGenius Connector Enterprise can be used that will help address any hesitancies that remain for implementing a remote work policy.

Contact Center 93

Contact Center Management Call Logging CRM 93

Uniphore

DECEMBER 27, 2021

In a recent webinar , Suhail Nair, Executive Director of Partner Relationships for Uniphore, discussed this topic with Lawrence Sathiaraj, Global Delivery Head for Tech Mahindra, a leading provider of digital transformation, consulting and business re-engineering solutions that has partnered with Uniphore. How do you drive user adoption?

Chatbots 84

Chatbots Engineering Self service Consulting 84

JivoChat

FEBRUARY 5, 2023

It also takes organizing skills to develop processes that enhance productivity and optimize the work. It also approaches the importance of having a healthy work-life balance and feeling confident enough to involve employees in decision-making and planning processes. 7 Best Online Management Courses to Improve Your Skills 1.

Management 75

Management Technology Accountability Time management 75

Playvox

APRIL 19, 2022

While the Las Vegas reputation for late nights and over-indulging remained intact, CPC attendees came to work. During these talks, three key topics seemed to be on the minds of those in the contact center industry. Remote Work – or a Version of – is Here to Stay. Collaboration + Innovation = Success.

Contact Center 68

Contact Center Consulting Consulting Technology 68

Beyond Philosophy

MARCH 23, 2023

The concept that you will be more successful in caring about your employees is not a fad. Employee Experience Management is a Leadership Choice An essential thing to remember is that minding how your employees feel during their time working for you is a leadership issue. Or will they pay them to work and stay out of all that?

Management 195

Management Personalization Customer Experience Consulting 195

Tethr

MARCH 31, 2020

For a lot of us, the new reality is an indefinite work from home situation. Company leaders must strive to maintain culture in this sudden remote work era. It’s important that every day operations run smoothly, but culture, the backbone of all successful organizations, must not suffer in this unsettling time.

Gamification 74

Gamification Sales Personalization 74

CSM Magazine

APRIL 13, 2023

Excellent customer service is the backbone of any successful business, and it relies on a team of motivated, engaged, and well-coordinated professionals. Workshops can cover topics such as communication, collaboration, and conflict resolution. They help remote workers connect with their team members and develop a sense of camaraderie.

Customer Service 52

Customer Service Morale 52

Balto

JUNE 3, 2022

Every contact center encounters its fair share of hurdles on the path to success. Keep an eye out every other Friday as we tackle a new topic. This week, we’re talking through ways to keep remote agents engaged. How Common Are Remote Contact Center Agents? Are Remote Agents Really Less Engaged?

Gamification 52

Gamification Scripts Contact Center Surveys 52

Fonolo

NOVEMBER 11, 2021

Our latest report, Contact Center Trends 2022, covers this important topic as our workforce faces significant labor shortages. Positive and motivated in their work. Embrace remote work permanently. COVID-19 taught us that remote work is here to stay. Improved work environments. Here are some options.

Contact Center 87

Contact Center Multichannel Call Center Morale 87

ConvergeOne

AUGUST 10, 2021

The return to the office—and the hybrid workplace—are hot topics for C-level executives across the nation, as companies decide how and where team members will work going forward. Who works from where? COVID-19 changed the way people worked and cemented a desire to work remotely. Determine who works where.

Surveys 90

Surveys Technology Marketing Management 90

Fonolo

DECEMBER 1, 2022

Call center managers know that choosing effective software is key to success. For a comprehensive overview of the topic, check out our most recent report on How to Buy Call Center Software. Cloud software is accessed through a web browser and hosted “in the cloud” or on your vendor’s server in a remote location. .

Contact center software 87

Contact center software Contact Center Interactive Voice Response call center software 87

ChurnZero

JANUARY 29, 2021

. As a Customer Success professional, you talk to customers about your products and services all day, every day – whether it’s discussions about product adoption, value, or ROI. Instead, you need to use what I call “Strong Talk,” or talking about your struggles, challenges, successes, and real-time conundrums. or “congratulations!”

Banking 98

Banking Scripts Morale Personalization 98

CSM Magazine

SEPTEMBER 1, 2022

Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies.

Technology 52

Technology Customer Service Employee engagement Contact Center 52

Playvox

MAY 26, 2022

Donuts in the breakroom, water cooler talk, lunch chats with teammates—they’re the little things that make going back to work on a Monday more bearable. For your remote agents, however, it’s often all work with little reward. The Work Institute recommends estimating turnover costs at 30% of an employee’s annual income.

Contact Center 52

Contact Center Morale Cloud contact Coaching 52

Aspect

MARCH 30, 2020

The true measurement of success is really whether your company has Technology Continuity as well as Workforce Continuity. Leadership Continuity, in this case, is not another form of succession planning. Workforce Continuity : We have seamlessly converted to supporting all of our customers using our Work From Home (WFH) model.

Government 153

Government Contact Center Education Consulting 153