Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Customer Interactions

JULY 7, 2015

The bottom line is – 2011 is a good year! Business is good, and the contact center segment in particular is growing. I have now been to quite a few of these NICE customer events. And yes, I’ve been on both side of the table. However, this is no time to be nostalgic.

SaaS 28

SaaS Contact Center Marketing 28

Altivon

OCTOBER 11, 2017

Contact center solutions often have a 10 year life cycle. A study of communication methods by age shows that if you are 44 or older, the typical contact center does a good job of using the communication channels you prefer. Industry consolidation requires contact center consolidation. Aged infrastructure.

Contact Center 40

Contact Center Analytics contact center solutions Coaching 40

Service Agility

SEPTEMBER 9, 2017

Originally published in Contact Center Pipeline, May 2011 The next time you are at an industry event, seek out some people that have worked in both large and small contact centers. In a small center, success depends on breadth of expertise, while in larger centers depth of expertise is often more important.

Contact Center 40

Contact Center Management Coaching Technology 40

Contact Center Pipeline

DECEMBER 20, 2017

The senior population has been a fast-growing customer segment since the first wave of baby boomers turned 65 in 2011. This year, the number of seniors topped 50 million, and the U.S. Census Bureau projects it to reach over 70 million in the next 25 years. In a fast-paced world, where conversations can be distilled […].

Contact Center 100

Contact Center Call Center Customer Service 100

Fonolo

FEBRUARY 14, 2019

In a 2011 Study from the University of Maryland, researchers found that burned-out CSRs were much more likely to retaliate against customers in subversive ways. The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time! What’s Inside: Gamification in the Contact Center.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Talkdesk

NOVEMBER 7, 2019

Since 2011 Talkdesk’s mission has been to empower companies to continuously improve customer experience. With enterprise-class performance and consumer-like experience, Talkdesk allows companies to adapt their contact centers to the evolving needs of their customers.

CRM 45

CRM Contact Center Enterprise Call Center 45

NICE inContact

JUNE 20, 2018

But Hoveround’s contact center, which plays a pivotal role in servicing current customers as well as calling prospects, just wasn’t keeping up. Once Hoveround made the move to NICE inContact CXone cloud contact center platform, however, things really took off.

Customer Service 66

Customer Service Interactive Voice Response APIs Contact Center 66

Talkdesk

AUGUST 25, 2020

I remember, in those early years, sitting across the table from a contact center manager, giving her a hundred reasons why she needed to use Talkdesk. In 2011, I didn’t set out to create a contact center solution that scales with a broad range of capabilities and innovative support services.

contact center solutions 69

contact center solutions Contact Center Customer Experience Management 69

Talkdesk

JUNE 19, 2020

I went on to win the competition with an idea for a software platform that would allow businesses to set up call centers in the cloud in as little as 5 minutes, helping agents to answer and make customer service calls from their desktop. I was able to build a product – from scratch – I thought people would love.

APIs 71

APIs Contact Center Call Center Marketing 71

Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. This post was published in 2011 and updates in 2018.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

TASKE Technology

JUNE 9, 2011

However, “ The US Contact Center Decision-Makers’ Guide ” reports that voice (via telephone communication with an agent) remains the channel of choice at 71.6 Let’s go back to basics and remember that the goal of a contact center is to provide accurate and timely information. percent of all inbound communication channels.

Transportation 40

Transportation Telecommunications Contact Center Call Center 40

NICE inContact

OCTOBER 21, 2019

When Vera Bradley introduced web chat in 2011, customers embraced it wholeheartedly. The company moved to NICE inContact CXone , fully embracing a cloud contact center strategy in 2017, and that was a real turning point. But as chat volume continued to increase, the company took its eye off some important KPIs.

Abandon rate 48

Abandon rate Cloud contact Contact Center Management 48

NICE inContact

NOVEMBER 27, 2018

An acquisition in 2011 proved to be especially fortuitous for SumTotal. From CXone Omnichannel Routing, ACD/IVR and Reporting, SumTotal has continued to add CXone products to its contact center operation, including CXone Agent for Salesforce®, CXone APIs and CXone Voice as a Service (VaaS). SumTotal has never looked back.

Customer Support 48

Customer Support APIs Interactive Voice Response Contact Center 48

Spearline

SEPTEMBER 26, 2019

In 2011, I returned to India and started working for a manufacturing unit based in Hyderabad as a General Manager (Covering nearly all departments) until 2014. How has the contact centre industry changed in the past 5 years? The contact center industry is a fast paced and growing part of each and every business these days.

Contact Center 69

Contact Center contact center solutions Engineering Education 69

COPC

NOVEMBER 19, 2021

has been the industry leader in driving performance improvement in customer experience (CX) operations, vendor management organizations and contact centers worldwide. Joe has been the Chief Operating Officer of Plus since August 2011. For the past 25 years, COPC Inc. We have a proven approach to help organizations: .

Finance 52

Finance Best practices Consulting Consulting 52

pindrop

JANUARY 8, 2021

Pindrop has made the list as the only contact center security provider – none of our competitors made the list. . Contact Center Security The Pindrop Way – How Pindrop® Protects. Helping to optimize contact center workforces, increase capacity for calls, and improve IVR containment rates.

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Call flow 40

Fonolo

OCTOBER 10, 2017

Our goal is to see every call center offer call-backs, so that no one has to wait on hold ever again. The annual “Contact Center Decision Maker’s Guide” from ContactBabel is one of the best sources of data about the industry. Since 2011, the report has included questions about virtual queuing / call-backs.

Surveys 64

Surveys Call Center Average Handle Time Contact Center 64

Certified Languages International

AUGUST 31, 2021

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.” This means their phone and video interpreters work as employees in a call center environment versus from home as independent contractors. LSA Video, Inc.

Healthcare 52

Healthcare Contact Center Call Center Marketing 52

teleopti

DECEMBER 13, 2018

Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of. Declining brand loyalty. Today’s customer service operations are much more complicated.

Customer Service 48

Customer Service Banking Contact Center Self service 48

Noble Systems

MAY 11, 2021

Many think that speech recognition began with the advent of Siri from Apple in 2011. For contact centers, ASR is often the first point of interaction between a brand and its customers, and is fundamental to gaining consumer insights through conversation analytics. Background on Speech Recognition. When used correctly.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Revation Systems

JANUARY 3, 2018

In fact, many call centers have already adopted new technology, such as cloud-based, omni-channel communications in the past few years as a response to the changing expectations. As reported by ICMI , 86 percent of contact centers now offer multichannel support. contact centers spend $12.4

Call Center 48

Call Center Multichannel Virtual Agent Contact Center 48

Certified Languages International

NOVEMBER 10, 2020

While many interpreting companies use contract interpreters, CyraCom touts the use of large contact centers staffed with interpreters covering 200,000 square feet of space across the U.S. Established: 2011. Primary industries served: Healthcare, government, 911 call centers, insurance, legal, refugee agencies.

Healthcare 52

Healthcare Government Enterprise Banking 52

Playvox

SEPTEMBER 1, 2021

Generation Alpha is defined as those born since 2011. Some IoT devices can even raise a ticket with the contact center. Another advantage to VR is training your contact center agents with virtual reality courses. They can use technology to make a difference, save lives, and have a positive effect on the planet.

Customer Service 68

Customer Service Virtual Agent Healthcare Education 68

Talkdesk

MAY 2, 2019

Since its inception at a hackathon in 2011, Talkdesk has grown to be one of the most recognizable names in the contact center industry. Did you know Talkdesk was conceptualized in Portugal?

Engineering 42

Engineering Enterprise Contact Center Management 42

RapportBoost

OCTOBER 16, 2018

Read on and listen in to excerpts of the interview below: RB: You coined the term “Conversation Commerce” back in 2011, but the name Chat Analytics is new. What are the potential benefits for a contact center to do so? What are the similarities and differences between Conversational Commerce and Chat Analytics?

Analytics 45

Analytics Contact Center Call Center Marketing 45

SharpenCX

AUGUST 19, 2020

Buffer’s Cofounders, Joel Gascoigne and Leo Widrich, created the company back in 2011 with a clear mission and vision in mind – to help their customers use social media for greater connection and to offer top-tier support to everyone who touches the brand. Buffer offers up a ton of self-help resources to customers who need support.

Customer Experience 67

Customer Experience Morale Customer centricity Customer Support 67

Talkdesk

APRIL 25, 2017

AppConnect is an easy way for Talkdesk customers to try and buy new solutions so they can easily build their contact center stack. This culture goes back to 2011 when Talkdesk was founded. AppConnect is our way of cutting through all the red tape involved with adding new solutions to your contact center.

Enterprise 50

Enterprise Call Center Contact Center Engineering 50

Customer Interactions

JULY 7, 2015

We congratulate David Payne, Assistant VP, Contact Center at The Standard, a provider of employee benefits, retirement plans and insurance,for winning 1to1 Magazine’s 2011 Customer Champion Award. We sat down with David to ask him about what being a Customer Champion means to him.

Contact Center 28

Contact Center Customer Experience 28

RichCall

MAY 7, 2018

While a 2011 Forrester study said that: 80% of customers prefer to reach support by phone. only 7% and 8% prefer to use web chat first or when phone isn’t available, whole 36% of customers said they’d have liked to use live video to talk with a contact center agent.

Contact Center 45

Contact Center Personalization Technology Customer Support 45

Fonolo

MARCH 28, 2018

In 2011, there were only 150 different marketing technology solutions, now there are thousands. We’re going to see a fine slicing-and-dicing of the call center category into a thousands shades of grey. Whitepaper: Why Your Call Center Should Not Send Customers to Voicemail. How to Improve Your Call Center with Call-Backs.

Call Center 59

Call Center Engineering APIs Enterprise 59

Verint

APRIL 13, 2016

It was in 2011 that the back office first came to our attention at Saddletree Research as a potentially disruptive force in the global contact center industry. had the front office contact center and the back office contact center reporting to the same internal organization.

Management 23

Management Enterprise Contact Center Call Center 23

Customer Interactions

JULY 7, 2015

At Call Centre & Customer Management Expo 2011 NICE will demonstrate how achieving this balance creates a contact center where average handle time is reduced, first call resolution is improved, cross-sell and up-sell is increased, customer loyalty is strengthened and process compliance is adhered to.

Average Handle Time 28

Average Handle Time First call resolution Management Contact Center 28

Talkdesk

OCTOBER 25, 2017

New Customer Wins, European Expansion and Key Hires Support Smarter Contact Centers. October 25, 2017 – Talkdesk , the leading intelligent contact center cloud platform, today announced unprecedented momentum across all facets of its business. San Francisco, Calif. Peter holds a B.S.

Contact Center 8

Contact Center Engineering Contact center software Finance 8

Eptica

MARCH 18, 2016

Replicating research carried out since 2011, the Study evaluated 40 leading UK retailers, split between 4 sectors (food & wine, consumer electronics, entertainment and fashion) on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to email, Twitter , Facebook and chat.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

Babelforce

MARCH 16, 2023

‘Software is eating the world’, wrote Mark Andreessen in the Wall Street journal in 2011. IT and development teams have their hands full Citizen developers can meet some needs better than IT staff Low or no-code platforms can turn anyone into a developer How can citizen developers liberate the contact center?

Contact Center 52

Contact Center Call flow Abandon rate Call Center 52

pindrop

NOVEMBER 19, 2020

What is Graph Analysis for Fraud Detection in Contact Centers? Fraud detection for contact centers consists of the tools, software, and processes related to the detection of fraud entering or “touching” the contact center. . Why Pindrop Trace, Graph Analytics for Fraud Detection in the Contact Center.

Contact Center 98

Contact Center Analytics Interactive Voice Response Engineering 98