Fonolo

JANUARY 15, 2019

This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience. 2018 saw breakthrough developments in AI.

Contact Center 80

Contact Center Gamification Call Center Self service 80

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. Every year the PACE Convention & Expo focuses on the best practices and technologies used in the contact center.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Talkdesk

MAY 14, 2019

Knowing how long it takes to answer customer calls can help you answer that question, and Average Wait Time has become a contact center key performance indicator for just that reason. What is Call Center Average Wait Time? AWT can be measured globally across the contact center, by ring group, agent or phone number.

Wait times 61

Wait times Call Center Abandon rate Average Handle Time 61

Babelforce

APRIL 2, 2020

Have you ever thought that running a contact center is a bit like running Disneyland? So here are four Disneyland queuing tricks that the contact center can learn from… 1. So here are four Disneyland queuing tricks that the contact center can learn from… 1. Probably not. Among other benefits.).

Contact Center 52

Contact Center Management Interactive Voice Response Telecommunications 52

BlueOcean

DECEMBER 16, 2019

Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. A reminder that the struggle to sustain morale when it’s holiday season in the contact center is real. at Blue Ocean. Bring it.”

Contact Center 62

Contact Center Morale Gamification Transportation 62

Revation Systems

SEPTEMBER 1, 2017

Over the past 15 years, call centers have evolved from being perceived as simple channels that resolve customer concerns via phone to powerful sources of connectivity and service delivery for digitally transforming industries. However, not all contact centers are created (or run) alike. billion market globally.

Call Center 48

Call Center Contact Center Healthcare Banking 48

Fonolo

FEBRUARY 20, 2020

Related content for you: 3 Major Contact Center Trends in 2020. Compare that to an AMEX study in 2014 that found the maximum time customers were willing to wait was 13 minutes and you can see people are becoming progressively less patient. Top content for you: Top Contact Center Trends in 2020.

Contact Center 101

Contact Center Call Center Wait times Technology 101

Revation Systems

NOVEMBER 14, 2017

Contact centers are widely recognized as the centerpiece of unified communications solutions to improve customer service quality and agent productivity. Contact centers around the nation are using these innovative communication tools to improve quality of life, and in some cases save the lives of American veterans.

Contact Center 48

Contact Center Healthcare Technology Call Center 48

Balto

AUGUST 3, 2022

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Talkdesk

APRIL 8, 2020

In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match. The organization sought out a new contact center solution with skills-based routing, call recording, robust monitoring and the ability to provide listen-in support to coach agents while interacting with customers.

contact center solutions 69

contact center solutions Cloud contact Contact Center Coaching 69

Talkdesk

MAY 15, 2019

But in 2014, I tried something new. Shift needed a better way to route calls to agents across their three contact centers. With aggressive goals to improve answer rates and raise NPS, the team knew their current contact center solution wasn’t going to deliver the results they needed.

Cloud contact 40

Cloud contact Enterprise Contact Center Customer Experience 40

3CLogic

APRIL 9, 2020

Instead of fielding every inquiry, call center agents now handle the most complex and valuable interactions between businesses and their customers. A study by Qualtrics revealed that around one-third of customer service inquiries that start over a digital channel end up as a phone call with an agent. The Resurgence of Voice.

Customer Experience 80

Customer Experience Interactive Voice Response Wireless Call Center 80

Fonolo

FEBRUARY 7, 2013

The best way for a call center to stand out as a leader is through the customer experience. How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? How to Calculate Hold Time in a Call Center. UPDATED: January 2020.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

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. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Contact Center Pipeline

MAY 18, 2017

In 2014, TCL’s leadership team made a commitment to change that. If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. Although the brand is a worldwide leader in TV sales, until recently, it remained relatively unknown in the United States. Their goal: To become the No. 3 TV brand […].

Average Handle Time 124

Average Handle Time Sales Agent Empowerment Customer advocacy 124

Robert Davis

OCTOBER 22, 2019

Will collaborate to enhance call center operations, help clients hire better-performing leaders, and achieve lower costs and higher performance. Launch call center, BPO and shared services operations in The Philippines. Press Release. For immediate release: October 22, 2019.

Coaching 48

Coaching Call Center Consulting Consulting 48

Grupo Noa

JANUARY 12, 2018

Multilingual contact centers strive towards offering outstanding customer services to its customers all the time. Obviously, a contact center has to communicate with hundreds of customers round the clock, and not necessarily everyone knows English. Multilingual Contact Centers are Winning Hearts.

Customer Support 40

Customer Support virtual call center outsourcing Call Center 40

Call Experts

DECEMBER 19, 2018

A 2014 report showed that Americans spend around $600 billion on average during the winter holiday season. Higher retail sales and holiday business hours lead to higher call volume at contact centers. We observe the holiday season based on call center KPI and SLA. One call can change your business!

outsourcing 58

outsourcing Call Center Answering services Contact Center 58

Joe Rawlinson

AUGUST 9, 2017

Empower your customer service team to handle service tickets across all channels by adopting a virtual call center platform such as 8×8 Virtual Contact Center that is equipped to deliver a consistent omni-channel experience. Add Value by Utilizing Technological Innovations.

Customer Service 104

Customer Service virtual call center Self service Analytics 104

Aspect

DECEMBER 10, 2019

She leads a team of analysts that work to keep the call center desktop apps performing. An ASUGA member since 2014, Ann is completing her first two-year term (and is currently up for reelection). Ann is the manager of Workforce Systems for Southwest Airlines. During her term on she has served as the Co-Director of Social Media.

Airlines 118

Airlines Best practices Feedback Contact Center 118

NICE inContact

MAY 14, 2020

Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve. See how NICE inContact got involved.

Best practices 71

Best practices Contact Center Call Center 71

NICE inContact

MAY 14, 2020

Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve. See how NICE inContact got involved.

Best practices 62

Best practices Contact Center Call Center 62

Revation Systems

JANUARY 2, 2020

As reported by Accenture , US consumers’ use of wearables jumped from 9% in 2014 to 33% in 2018. At Revation, we see a direct link between our cloud-based multimedia contact center solution, LinkLive, and the benefits wearable technology is providing the industry today. Revation and Wearable Technology.

Technology 62

Technology Healthcare contact center solutions Contact Center 62

Fonolo

APRIL 24, 2019

Having an older computer dating back to 2014, it was definitely time for a change. How to Reduce Contact Center Costs AND Improve Customer Service. The cost-reducing impact of call-back technology. Who should watch: VPs & Directors of Contact Centers. VPs & Directors of Contact Channel Performance.

Contact Center 78

Contact Center Technology Customer Service Call Center 78

HGS

NOVEMBER 19, 2014

For example, if a customer phones a contact center and is told the hold time is 3 minutes, but ends up waiting for 20 minutes, dissatisfaction occurs. Wed, 11/19/2014 - 19:39. call center. call centre. call centre service. LEAVE A COMMENT. business management outsourcing. business process management.

Business Process Outsourcing 130

Business Process Outsourcing outsourcing Interactive Voice Response Analytics 130

Call Center Weekly

APRIL 25, 2018

What do you think is overlooked by contact center leadership, that hinders their customer retention efforts? a Canadian training company that helps contact centers improve their sales and customer retention results. Customer retention is a relationship rather than an event! By then it is too late.

contact center associations 43

contact center associations Customer retention Contact Center Sales 43

Contact Center Geek

JANUARY 7, 2016

My presentation centered around new technologies we have deployed in the pursuit of improving communication with our customers. Although that included our contact center solution, chat and e-mail, the interest from the other attendees was clearly about text messaging.

contact center solutions 48

contact center solutions Call Center Technology Personalization 48

Callminer

JANUARY 18, 2021

Use call recordings and ongoing training to nurture emotional competence among agents. Diffusing tense conversations and satisfying the chronically unsatisfiable are but two of the emotionally charged skills of every great call center agent. ” – Effective Call Center Scripts , Salesforce; Twitter: @SalesforceGov.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Customer Interactions

JULY 7, 2015

So it’s great to see that Call Center Helper is acknowledging those companies breaking new ground to bring innovation to the contact center through the Technology Awards 2014.

Contact Center 28

Contact Center Call Center Technology 28

Talkdesk

APRIL 8, 2019

Our executive team is comprised of a diverse group of individuals who have varied career paths and knowledge they’ve gleaned from years of experience inside and outside of the contact center industry. We want to share their insights with you, which is why we’re launching a blog series called Executive Perspectives!

Contact Center 40

Contact Center Marketing Sales Personalization 40

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs. Lindsey Havens. Nabahat Shanza. Art Coombs. ArthurFCoombs. Lindsey Havens.

Call Center 140

Call Center call center software outsourcing Coaching 140

CCNG

OCTOBER 19, 2022

(Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014. In fact, 40% say businesses have increased their focus and attention on service, a significant increase in just three years (up from 29% in 2014). Deloitte, 2021) 80.1%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Kunnect

JUNE 2, 2015

Some organizations are more resistant than others to the cloud transition, whether that means switching your entire contact center operation to the cloud or just buying a new cloud app to automate, manage and streamline your marketing efforts. Often, but not always, larger and more established companies are the most resistant.

call center software 44

call center software Surveys Enterprise Contact Center 44

pindrop

JUNE 10, 2020

How to Reduce Bias: Optimizing AI and Machine Learning For Contact Centers. For contact centers, a real-world example could be gleaned from AI improperly trained on international calls. Bias exists everywhere in our society. What is Bias, and Why Does it Matter in Technology?

Contact Center 121

Contact Center Finance Engineering call center professionals 121

Vistio

SEPTEMBER 20, 2021

And in 2012, I decided to make the jump to the indirect or referral partner channels, where a lot of these big Gartner ranked vendors across contact center and unified communications and networking have these really robust programs that enable partners, or referral brokers, or agents to basically add value around the purchasing process.

Contact Center 52

Contact Center Technology Finance Average Handle Time 52

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience.

Sales 26

Sales Contact Center Call Center Customer Service 26

Brad Cleveland Blog

MAY 4, 2015

According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent” compared to 0% in 2007. Conversely, the number of brands rated at “poor” or “very poor” dropped from 35% in 2007 to 11% in 2014. Clearly, there’s been a shift in how we interact with our customers.

Customer Experience 22

Customer Experience Surveys Contact Center Call Center 22