Unleashing Agent Retention in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. Contact Center Industry Facts.

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.

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

Callminer

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: .

Top 10 Technological Contact Center Trends

Insite Managed Solutions

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Social Media: Social media has fundamentally disrupted the call center.

Customer-Centric Cultures are Made of This

Beyond Morale

I spend a lot of my life working with customer experience and contact center leaders. Two of my most active associations are the Customer Experience Professionals Association ( CXPA ) and the Call Center Network group ( CCNG ). Courtesy of www.AnnieLennox.com.

Top Contact Center Acquisitions of 2017

Fonolo

It’s been a very busy year for acquisitions in the contact center space. Below is a list of the contact center acquisitions that we think were the most impactful in 2017. billion is probably the largest ever transaction in the call center industry.

How Contact Centers Behave

Brad Cleveland

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Contact Center Industry Stats – Technology

Taylor Reach Group

Over the past few weeks, we have be posting a series related to Contact Center industry statistics. as well as statistics related to the various Contact Center channels. Below, we will be discussing Contact Statistics related to the various technologies within the Call Center. Contact Center Technology Statistics: 86% of consumers are willing to pay more for an upgraded experience. million complaints logged in 2013. (NY

Security concerns prompting banks to invest in multi-factor authentication

TRUSTID

That’s the question recently posed to Bill Nelson, president and CEO of the Financial Services Information Sharing and Analysis Center (FS-ISAC). The recent BankInfoSecurity article, “New Insight on How to Respond to 2013’s Top Fraud Trends,” suggests that fraud attempts against banks and credit unions will continue to increase this year. It shouldn’t come to anyone’s surprise that account takeover attacks are up around the globe.

The Role of the Contact Center Manager

Brad Cleveland

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How pre-answered caller authentication helps prevent telephone bank fraud

TRUSTID

What I mean by this is when banking customers place a call into a contact center, the very act of answering the telephone sets the stage for criminals to start their elaborate social engineering schemes. A call center agent picks up the phone then proceeds to ask the caller their customer ID and social security number. In the telephone channel, for example, the very moment they’re able to talk with a call center agent, they have the upper hand. Prevention vs. clean up.

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. Tune in and begin transforming your contact center today.

Banks continually challenged with securing growing sales channels

TRUSTID

While the recent Computerworld article, “How Emerging Technology Fights Fraud in the Call Center,” highlights the progress that banks have made detecting and preventing online fraud, there’s more to be done on other channels that criminals are turning to because of their lack of success over the Internet. Ori Bach, director of solution management for call center provider NICE Systems, said the potential for human error makes contact centers the weakest link in today’s enterprises. “It’s

Do your customer calls all look the same? They shouldn’t.

TRUSTID

Without the ability to verify the Caller ID or ANI, all customer calls can look the same to call center agents. Which calls require a contact center agent? Authentication Call Center ANI bank fraud call center security Caller ID customer experience multi-factor authentication Physical Caller Authentication telephone channel telephone fraud TRUSTID two-factor authentication

How to turn telephone identity interrogations into better customer care

TRUSTID

How confident are you that the next time one of your call center agents answers the phone the call will be handled safely and efficiently? If your contact center still relies solely on a host of challenge questions to identify customers over the telephone channel, my guess is your security confidence level falls a few notches below where it should be.

Combating bank fraud that targets user behavior

TRUSTID

By automatically validating the physical location of the telephone (landline or mobile device) before the call is answered, TRUSTID gives contact center representatives more insight into the call before they pick up. So, even when a criminal tries to manipulate their Caller ID or ANI in an effort to socially engineer a bank’s call center, financial institutions can instantly see if the call is coming from a legitimate customer, or if it poses a higher risk for fraud.

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.

Tortoise or Hare – Which One Best Describes Your Contact Center?

CSM Magazine

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’. to right-size your contact center.

Are Call Centers Going Away?

Brad Cleveland

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The Value Call Centers Create

Brad Cleveland

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Call Centers Can Be Any Size

Brad Cleveland

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Pressure Test Your Service Operation

Brad Cleveland

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Reports Must Tell the Truth

Brad Cleveland

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Do You Hire for Skills or Affinity for Service?

Brad Cleveland

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My Passion for Customer Service

Brad Cleveland

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The Challenges Our Clients Face

Brad Cleveland

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Why Some Call Centers are Better than Others

Brad Cleveland

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A Case Study in Improvement

Brad Cleveland

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Perspective on Social Media

Brad Cleveland

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Customer Service Accessibility

Brad Cleveland

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Our Customers are Driving Innovation

Brad Cleveland

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Agent Group Structure

Brad Cleveland

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Communicating with Senior Management

Brad Cleveland

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Top Trends in Technology

Brad Cleveland

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Building a More Effective Organization

Brad Cleveland

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Is the Customer Always Right?

Brad Cleveland

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Best Advice I Have Ever Given

Brad Cleveland

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Supporting Every Channel of Communication

Brad Cleveland

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Return on Customer Relationships

Brad Cleveland

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Empowerment is Not Enough

Brad Cleveland

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