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Guest Blog: “Zhuzhing Up” Humans in the Contact Center

ShepHyken

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. The calls that do go through to the contact center agent are for more critical interactions — involving complexities, emotions or higher values. Not going away.

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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

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Contact Centers Can Thrive in the Worker Shortage

SmartAction

It dropped to 63% until it normalized around 2013. How does conversational AI automation for the contact center fit into solving the issue of not having enough workers for all the demand? The post Contact Centers Can Thrive in the Worker Shortage appeared first on SmartAction. It’s a solved problem.

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Network automation is being realized in different ways for different needs

Cisco - Contact Center

It’s easy to forget that Cisco ACI , the world’s leading software-defined networking (SDN) solution, was introduced all the way back in 2013. Abstracting underlying hardware from overarching con… Read more on Cisco Blogs

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Time to Talk Seriously about Speech Analytics in the Contact Center

Aspect

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

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Top Three Myths of Hiring Remote Contact Center Agents

NICE inContact

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. Companies that offer a remote work program report 63% less unscheduled absences ( PGI, 2013 ).

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Implement Continuous CX Improvements in Your Contact Center

NICE inContact

In the second episode, Building Continuous CX Improvements in Your Contact Center, Nate Brown, co-founder of CX Accelerator, shared his expertise regarding how to build an all-star contact center. CES – The Customer Effort Score was introduced by the CEB (now Gartner) in 2013.