Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. Yet, should they need help with more complex issues, a knowledgeable, responsive agent should be ready to assist. One thing that’s certain is change.

Quality management 78

Quality management Management Contact Center Coaching 78

ShepHyken

AUGUST 6, 2021

She writes about how using an outsourced call center can be a successful strategy for keeping customers happy. This job can sometimes prove to be difficult, especially when you are trying to manage your multiple business functions at once. Such as hardware, software, desks, and management which staff would require. .

outsourcing 207

outsourcing Call Center Sales Customer Care 207

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. 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).

Call Center 52

Call Center Schedule adherence call center workforce Management 52

CCNG

JANUARY 11, 2023

“Your call / email / chat is important to us, but we are experiencing unusual volume at this time.” With some of the frustration I’m hearing, you might assume that customer service is taking a hit – particularly when there are daily reports of inflation, an oncoming recession, and the need to cut costs constantly.

Customer Service 195

Customer Service CCNG Education Self service 195

ShepHyken

AUGUST 19, 2022

This week we feature an article by Cassidy McDonnell, Creative Solutions Manager at Balto Software , a company that helps agents live on the call to analyze what’s working and scale best practices in real-time. She shares how organizations can improve employee engagement and customer satisfaction.

Scripts 196

Scripts Customer Experience Employee engagement Best practices 196

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce? Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

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. Read on for an introduction to call center automation, plus our top software picks!

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. A cloud-based contact center software is an ideal choice for a hybrid workforce.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. To address this issue, COPC Inc.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Playvox

MAY 25, 2023

Contact centers have changed drastically in recent years. The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In this post, we’ll explore several trends that are driving this growth and are influencing contact center leaders’ decision-making.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Fonolo

APRIL 19, 2022

Staffing and scheduling in the call center is much easier said than done. Try aligning time-off requests with operational needs, or managing agent availabilities with unexpectedly high call volumes, and you’ll quickly understand how tall an order this can be. Why is Call Center Scheduling Important?

Call Center 81

Call Center Management Abandon rate Contact Center 81

Playvox

JUNE 7, 2023

When I worked in contact centers, people would ask what I did for a living, and I would say Workforce Management. While workforce management on the whole can sound boring, high-tech, and at times confusing, there is logic to the madness. They’ll have questions like: Why do I have this schedule?

Management 52

Management Contact Center Abandon rate Metrics 52

Fonolo

DECEMBER 13, 2022

Call center leaders have their work cut out for them. Sometimes, it’s hard to find the time to map out call center development goals. . Here at Fonolo , our call center tech lends itself nicely to business and development planning. You need an action plan for call center development.

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

SharpenCX

JULY 1, 2020

If you don’t address small irritants between your teammates, they can fester into resentment and eventually impact your contact center work. And with companies working remotely more often, leaders are faced with managing new key challenges, like how to handle conflict in the workforce. Ok, so what do you do about it?

Contact Center 137

Contact Center Management call center workforce Morale 137

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. As per a report , the customer care BPO market is estimated to rise from US$22,598.82

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Monet Software

JUNE 10, 2021

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. . #1 They enjoy a manageable but motivating pace. #2

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

CSM Magazine

OCTOBER 10, 2023

You need to find an easy and consistent way to customise, measure and track AHT so everyone’s driving toward the same results. Automate After-Call Work Handling time consists of three parts: talk time, hold time, and wrap-up time. Just be sure to update your WFM strategy as you add new channels, agents and technology.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well.

Gamification 79

Gamification Contact Center Coaching Quality management 79

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. You’re welcome to pick and choose from the questions below, tailoring to your unique business needs.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Fonolo

MARCH 10, 2022

Attrition is one of the biggest challenges in the call center industry. While industry averages lie between a 30-45% attrition rate , some call centers are unlucky enough to experience over three times that amount in a single year. Call center turnover rates are some of the highest in the entire workforce.

Call Center 91

Call Center Contact Center Morale industry standards 91

TechSee

MAY 4, 2021

gigs will surpass the permanent workforce by 2027, growing 40% by 2027 to reach 86 million. Brands and retailers have begun leveraging gig workers to ensure high-quality customer experiences while only staffing and paying for the actual work needed. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

Global Response

DECEMBER 23, 2022

Setting up your call center may seem as easy as hiring a few knowledgeable agents and providing them with a phone line—but nothing could be further from the truth. Even basic call centers have a variety of software requirements, from essential call center operating software to software for security and recruitment.

Call Center 62

Call Center Interactive Voice Response call center software Contact Center 62

Fonolo

OCTOBER 12, 2021

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

Fonolo

APRIL 19, 2022

Staffing and scheduling in the call center is much easier said than done. Try aligning time-off requests with operational needs, or managing agent availabilities with unexpectedly high call volumes, and you’ll quickly understand how tall an order this can be. Why is Call Center Scheduling Important?

Call Center 67

Call Center Management Abandon rate Contact Center 67

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. She has managed multiple call centers in the US.

call center workforce 52

call center workforce Call Center Management Gamification 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 do they have in common? What’s their secret?

Quality management 83

Quality management Customer centricity Management Contact Center 83

Fonolo

DECEMBER 15, 2020

However, we’re willing to bet that this contact center trend — resiliency — will be seen across all industries. Contact centers need to be more resilient before the next crisis. Contact centers need to be more resilient before the next crisis. Contact Center Trends 2021. Crises do occur. Redundancy.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

ConvergeOne

AUGUST 9, 2022

The first entry in this blog series, which details the first two steps to effective Workforce Engagement Management, can be read here. Adapt in Real Time and Self-Manage Schedules with WFM Scheduling. Workforce Management (WFM) is the next step on the journey to full WEM realization.

Management 76

Management Contact Center Metrics Wait times 76

Playvox

APRIL 19, 2022

If the last 24 months have taught us anything, it’s that long-term capacity planning is in dire need of an overhaul. In the dynamic world of customer support and service, capacity planning, or the process of long-term forecasting and planning for staffing needs, can’t be static. My presentation was called “And Now We R.O.C.

Contact Center 79

Contact Center Finance contact center workforce Surveys 79

Global Response

JUNE 20, 2023

But call centers? Aside from its reputation as a beautiful vacation destination just a few hours from Europe, Tunisia has also established itself as a business and technology hub in Northern Africa. Its numerous call centers already serve businesses across the Middle East, Europe and the US. So how do you know?

Call Center 62

Call Center outsourcing Bilingual agents Education 62

TechSee

JULY 14, 2021

The technology has ushered in the age of virtual ‘multi-sense’ assistants that can see, hear, read and interact naturally with customers. The panel included: Erik Sheehan , Executive Director of Technology, Systems and Strategy at Verizon. Prior to the pandemic, video wasn’t a commonplace thing in a contact center.

Self service 207

Self service B2B Technology Engineering 207

Momentum Telecom

OCTOBER 24, 2022

You may be familiar with a small subset of Momentum’s services – but you and your customers can benefit from knowing about our role as a managed cloud service provider. Your reputation is linked to your partners’ reputations – so you only want to partner with experienced and reliable managed cloud service providers.

Management 98

Management Interactive Voice Response CRM Technology 98

Aspect

JANUARY 12, 2018

Amazon is supplementing their USPS deliveries at times of peak demand using drivers contracting directly with Amazon in a program called Amazon Flex. Other industries are quickly catching on for services such as furniture moving, dog walking and at-home makeup styling and the contact center isn’t far behind.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

Uniphore

JUNE 22, 2021

No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you. Nobody was listening when these call center agents were ranting about their everyday challenges. Check it out!

Call Center 87

Call Center Entertainment Contact Center Benchmark 87