CX Global Media

JULY 12, 2019

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. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

SmartAction

DECEMBER 15, 2021

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.

Contact Center 76

Contact Center Virtual Agent Agent burnout Self service 76

Aspect

JUNE 16, 2017

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.

Analytics 97

Analytics Contact Center contact center workforce Technology 97

Taylor Reach Group

JULY 6, 2018

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. Call Centre Helper).

Contact Center 58

Contact Center Technology Interactive Voice Response Journey mapping 58

NICE inContact

SEPTEMBER 30, 2019

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 ).

Contact Center 54

Contact Center Gamification Call Center call center software 54

teleopti

OCTOBER 9, 2018

Teleopti, ein führender Anbieter für Personaleinsatzplanungssoftware für Contact Center, gab heute bekannt, dass das Unternehmen gemeinsam mit ZOOM International in den am 20. November 2013 veröffentlichten aktuellen Gartner-Bericht „Magic Quadrant for Contact Center Workforce Optimization“ von Jim Davies aufgenommen wurde.

contact center workforce 48

contact center workforce Contact Center 48

teleopti

OCTOBER 9, 2018

Teleopti, the global leader in Workforce Management software for contact centres, today announced their repeat inclusion together with ZOOM International, in the newly published “Gartner, Magic Quadrant for Contact Center Workforce Optimization” report, by Jim Davies and published 20 November 2013.

contact center workforce 48

contact center workforce Contact Center Management 48

teleopti

OCTOBER 9, 2018

A Teleopti, líder mundial em software de Gerenciamento da Força de Trabalho para contact centers, anunciou hoje sua inclusão, por mais uma vez, juntamente com a ZOOM International, no recém-publicado relatório “Gartner, Quadrante Mágico da Otimização da Força de Trabalho em Contact Centers”, elaborado por Jim Davies e publicado em 20 de novembro de (..)

Contact Center 48

Contact Center 48

NICE inContact

OCTOBER 10, 2018

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.

Contact Center 48

Contact Center Metrics SaaS Customer effort 48

Cisco - Contact Center

FEBRUARY 16, 2023

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

Banking 98

Banking Education Management 98

Aspect

OCTOBER 25, 2017

When a former Blockbuster executive was asked by Variety in 2013 to explain the decision not to buy Netflix he said, “Management and vision are two separate things…” This quote can apply to many different industries, but it is particularly appropriate for the call center. six in Alaska, three in Oregon, and one in Texas.

Contact Center 162

Contact Center Cloud contact Call Center Interactive Voice Response 162

CCNG

OCTOBER 19, 2022

Zendesk, 2013) 89% of consumers began doing business with a competitor following a poor customer experience. NICE inContact, 2018) Contact center performance drives both loyalty and churn. 90% of consumers said they are likely to stay loyal after a positive call center experience; 73.7% Deloitte, 2021) 80.1%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

AUGUST 18, 2022

But contact center accessibility doesn’t just help people with disabilities—it helps every customer. Contact center accessibility depends on two main factors: commitment and call center tech. What is Contact Center Accessibility? What is Contact Center Accessibility? Bottom line?

Interactive Voice Response 87

Interactive Voice Response Contact Center Call Center Wait times 87

CSM Magazine

OCTOBER 15, 2018

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’. It all comes down to the basics so let’s start with how contact centers measure.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Contact Center Pipeline

AUGUST 25, 2015

In Pipeline’s 2013 Multichannel Metrics Survey, we asked contact centers for the criteria that they use to determine when to respond and when not to. A key consideration for your social customer service team is determining whether they will respond only to certain types of posts or comments—or everything.

Multichannel 100

Multichannel Customer Service Contact Center Metrics 100

Aspect

SEPTEMBER 20, 2017

While this turned into an irritating situation for my kids, this same concept behind browser cookies can be a pplied to the contact center to improve the customer experience. Consider a study from late 2013 showed that 89% of consumers say they are annoyed when they have to repeat themselves about the same issue.

Interactive Voice Response 179

Interactive Voice Response Self service Contact Center Marketing 179

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. The Six Sigma White Belt Training Workshop was the HIGHEST rated program of the 2013 & 2014 Annual Conferences held in Scottsdale, AZ and Colorado Springs, CO.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. of companies. omnichannel. personalization.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

COPC

APRIL 19, 2022

Twenty director and supervisor-level Express International employees completed COPC® Contact Center Management training.?? . The individual-level COPC Contact Center Management training improves customer experience operations based on the ? (April 15, 2022)— COPC Inc. commends the effort of Express International Inc.

Business Process Outsourcing 52

Business Process Outsourcing Transportation Customer Service outsourcing 52

Talkdesk

MARCH 31, 2020

How does an organization ensure its contact center addresses a growing number of security threats, both internal and external, in addition to meeting a series of data regulations that are growing just as quickly? They must adopt the mindset that it’s the responsibility of the entire company to proactively combat security threats.

Contact Center 60

Contact Center Call Center Surveys Technology 60

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. How long have you been delivering AI solutions as part of your contact center services?

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Fonolo

JANUARY 11, 2022

What is call center management? It’s exactly as it sounds — the daily management and care of a call center and all the employees who work there. Contact center managers have an incredibly important and robust role. They pave the way for the success of their call center agents, and by extension, the rest of the business.

Call Center 81

Call Center Marketing Management First call resolution 81

CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

Telecommunications 221

Telecommunications Customer advocacy Chatbots Accountability 221

Contact Center Geek

JANUARY 14, 2016

A fellow Nor Cal Contact Center Association steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi. If you work in a call center, or provide service to customers, this is a must read. I loved it. I'm not suggesting companies abandon NPS.

Contact Center 48

Contact Center Management Call Center contact center associations 48

teleopti

OCTOBER 9, 2018

2013 ???? ??? ????????? Magic Quadrant for Contact Center Workforce Optimization» («?????????? ???????? ??? ??????? ? ??????? ??????????? ?????????», ????? - , ??????? ???????? ? ???, ??? ?? ?????????? ??????? ? ZOOM International ? ????????? ??? ?????? ? ??????? ?????????????? ????? Jim Davies).

contact center workforce 48

contact center workforce Contact Center 48

Noble Systems

MARCH 11, 2019

In recent years, many companies that are focused on improving customer experience have moved their contact center operations to the cloud. And how can they be sure that the cloud contact center will accomplish what they set out to do? Here are the top five advantages of moving contact centers to the cloud.

Customer Experience 69

Customer Experience Cloud contact Contact Center Gamification 69

teleopti

OCTOBER 9, 2018

Provedora líder de soluções para a gestão da força de trabalho em contact centers, back office e lojas de varejo (Workforce Management - WFM), a Teleopti Grupo anunciou recentemente os resultados do ano fiscal de 2013.

Contact Center 48

Contact Center Management 48

teleopti

OCTOBER 9, 2018

Teleopti, en världsledande leverantör av lösningar för strategisk bemanningsplanering för kundcenter, meddelade i dag att de tillsammans med ZOOM International ännu en gång finns med i Gartners rapport ”Magic Quadrant for Contact Center Workforce Optimization” av Jim Davies från 20 november 2013.

contact center workforce 48

contact center workforce Contact Center 48

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). He is a Customer Experience & ATL 2013 Huff Post Top 100 Social.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

TRUSTID

DECEMBER 26, 2019

To help organizations lower their risk of fraud, Neustar helped write the initial STIR/SHAKEN specification in 2013. Listen to our webinar today to learn more about the STIR/SHAKEN protocol, and how together with Neustar, we will help contact centers authenticate all outbound and inbound customer calls moving forward.

Call Center 62

Call Center Contact Center Technology Personalization 62

Talkdesk

JANUARY 22, 2020

Over the years, innovators have filed applications for nearly 340,000 AI-related inventions, with half of them having been published since 2013. The rapid expansion and impact of AI is well underway across all industries globally, and Talkdesk ® is leading the charge within the contact center industry. Want to know more?

Cloud contact 57

Cloud contact Enterprise Contact Center contact center solutions 57

Beyond Philosophy

AUGUST 15, 2019

At the end of 2013, the strategic NPS plummeted, and all the bonuses were canceled. Peppers also thinks this is promising because it opens the doors to contact center analysis for observational data. Then, they used the strategic NPS as a metric of corporate performance.

Metrics 314

Metrics Finance Surveys Consulting 314

Taylor Reach Group

APRIL 9, 2020

Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). In my contact centers, I’ve also offered a graffiti-style feedback system that I’ve written about before ( Taylor Reach Blog ).

Consulting 173

Consulting Consulting Contact Center Surveys 173

Aspect

APRIL 3, 2018

It can be overwhelming to thi nk about how quickly contact centers have changed over the past few years. What did your contact center look like in 2013? In fact, it’s much more problematic if your contact center hasn’t changed at all during this era of digital transformation.

Customer Service 57

Customer Service Construction Contact Center Personalization 57

Insite Managed Solutions

MAY 23, 2013

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. Turning a Contact Center into a Profit Center. 3 Ways Call Center Supervisors Can Reduce Costs.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

BlueOcean

APRIL 20, 2023

I first met Sean back in June of 2022 when he was awarded the title of Best Contact Center Executive at The Contact Center World Awards in Orlando, Florida. Because nobody wakes up as a 13-year-old and says, “Oh my gosh, I want to be in the contact center space.” So tell me how you landed here, Sean.

Contact Center 62

Contact Center Coaching Airlines Customer Care 62

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. In its second annual global research study of businesses , NICE inContact set out to compare perceptions of business contact center leaders and consumers in key areas of customer experience.

contact center solutions 54

contact center solutions Contact Center Morale Benchmark 54