Xaqt

JUNE 22, 2020

From frontline supervisors to executive leadership, reporting is the lifeblood of call center operations and the window into Customer Experience. This leaves call center management to either figure it out on their own or invest in expensive data integration projects and BI tools such as Tableau or Microsoft Power BI.

Call Center 52

Call Center Contact Center Analytics Engineering 52

Outsource Consultants

JANUARY 19, 2023

Likewise, nearshore BPO providers became more popular – and costly – as demand spiked due to more companies replacing their domestic call centers with less expensive Latin American providers. This rapid expansion has shocked experts and drawn the eye of many looking for less expensive contact center solutions.

outsourcing 67

outsourcing Government Call Center Telecommunications 67

Vistio

AUGUST 9, 2021

Rod Jones has over 35 years of experience in the contact center industry and is an internationally recognized thought-leader, industry analyst, strategic adviser and subject matter expert. Do I have your permission to record this call for quality assurance? In 2005, built a group of companies.

Contact Center 52

Contact Center Consulting Consulting Call Center 52

SharpenCX

JUNE 16, 2020

Last fall, Global Workplace Analytics told us that the number of people who work from home has increased by 140% since 2005. Download Now: Learn how trends in workforce management and other key areas are impacting contact centers, according to Frost & Sullivan. As a manager of a call center, you may be panicking a little.

Contact Center 67

Contact Center Management Employee engagement call center workforce 67

Call Center Weekly

MAY 2, 2018

Since 2005 I have led Callzilla , an outsourced contact center providing customer care and customer acquisition to top brands. A good partner is skilled at asking the partner what will be sacrificed and understanding the impact the reduction in pricing has on the partner’s operations.

outsourcing 198

outsourcing Contact Center Customer Care Service level 198

Voxjar

JUNE 8, 2021

Your search for the best quality assurance software for your call center can get overwhelming, fast. While Voxjar offers an end-to-end Speech Analytics QA solution and are confident that we can help you solve your call monitoring needs, we believe that you should explore the entire landscape before making a decision.

Call Center 51

Call Center Analytics Enterprise Sales 51

CCNG

OCTOBER 19, 2022

(Gartner, 2018) According to customers, in 2022, only 3% of companies are customer-obsessed — putting customers at the center of their leadership, strategy, and operations — a decrease of 7 percentage points from the prior year. Bain, 2005) 87% of marketers say they are delivering engaging customer experiences. Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Outsource Consultants

AUGUST 16, 2019

Call center advisory firm Outsource Consultants, LLC is making its first appearance on the list, debuting at #1281 with an impressive 321% 3-year growth rate. I have been in the call center industry for over 25 years and I have never had so much fun,” says President Corey Kotlarz, a veteran of the BPO industry.

Consulting 104

Consulting Consulting outsourcing Call Center 104

Xaqt

FEBRUARY 6, 2020

Back in the winter of 2005, Jason Kolb (my cofounder and CTO of Latigent) and I penned an article for Business Management magazine titled BI with an IQ. In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated. Most call center applications (ACD, WFM, CRM, etc.)

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Fonolo

FEBRUARY 5, 2020

Top related content: How to Effectively Set Goals With Your Call Center Team. Call back, or ‘virtual hold’ technology has been around for a long time but has only recently started to become commonplace. Handpicked related content for you: Top Call Center Technology Trends in 2020. AI-Based Chatbots.

Customer Service 99

Customer Service B2C B2B Abandon rate 99

Certified Languages International

AUGUST 31, 2021

They began offering VRI services in 2005, but only American Sign Language (ASL) and Spanish. CyraCom, and their counterpart Voiance, is known for “operating more than 200,000 square feet of interpreter contact center space in the continental U.S.” The video includes tips on how to get the most out of using VRI.

Healthcare 52

Healthcare Contact Center Call Center Marketing 52

Contact Center Geek

MARCH 22, 2019

A new team member joins your contact center. She is put through training and taught how to use her phone and your company CRM, how to de-escalate upset customers, and how to go through the necessary talking points on common calls. This is a common practice in many contact centers. Familiar story, right?

Management 48

Management Coaching Contact Center Schedule adherence 48

DMG Consulting

AUGUST 17, 2017

These are the visionaries that are introducing new WFM or intraday management concepts and capabilities for front offices, contact centers, and branches. Contact center, back-office, and branch WFM needs are becoming increasingly complex, but many companies still prefer basic WFM automation and capabilities.

Contact Center 48

Contact Center Consulting Consulting Marketing 48

Contact Center Geek

AUGUST 7, 2014

Here's a question to my fellow call center and customer service colleagues: have you re-evaluated your company’s cancellation procedures in light of the recent Comcast cancellation fiasco ? As a call center leader, I was astonished. And then I took a look at what it means to cancel service in my call center.

Government 48

Government Average Handle Time Call Center Metrics 48