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

Contact Center Pipeline

JULY 14, 2015

Last month, some 1,200-plus contact center and operations leaders gathered in Las Vegas for Engage 2015—The Verint Systems Global Customer Conference, where they shared strategies, best practices and lessons learned on the journey to customer engagement optimization.

Analytics 100

Analytics Best practices Contact Center Interactive Voice Response 100

airespring

FEBRUARY 29, 2016

How effective is your contact center? Below are a range of statistics from a benchmark report by Dimension Data, showcasing the numbers that defined the contact center industry in 2015. With 2016 already under way, use these numbers to measure where you sit on the contact center curve. This is easy.

Contact Center 74

Contact Center First call resolution Contact center software Benchmark 74

Contact Center Pipeline

MARCH 3, 2015

More news and notes from the 2015 SWPP Annual Conference, Day 2: SWPP Announces 2015 Workforce Management Professional of the Year The 2015 Workforce Management Professional of the Year is Denise Kapalko from Optum! Congratulations, Denise!

Best practices 100

Best practices Management Contact Center Call Center 100

Calabrio

APRIL 26, 2016

And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions. We presented our subjects with an extensive list of potential contact center issues for 2016 and asked them to choose all that they felt applied to them.

Contact Center 56

Contact Center First call resolution Contact center software Metrics 56

Vcaretec

JUNE 6, 2022

Common themes are around best practices, case studies and big successes, and predictions on the future of the industry. Attendees come from all different industries representing various functions including: call center/contact center, customer care, customer service, customer experience, operations, IT/Tech support and more.

Customer Care 52

Customer Care Wireless Education Contact Center 52

Fonolo

MARCH 22, 2022

Top Contact Center Trends in 2022. As a call center manager, the game pieces you must manoeuvre to keep your center, agents, and the overall business infrastructure at the top of their game are vast and varied. by 2015, according to M2 Research. Benefits of Gamification in the Contact Center.

Gamification 75

Gamification Call Center Contact Center Feedback 75

The Northridge Group

MAY 2, 2023

This article was originally published on Contact Center Pipeline and can be viewed here. Will, and How, This New Technology Model Help Contact Centers? But could it revolutionize the contact center industry? and most recently (at presstime) GPT-4.

Contact Center 67

Contact Center B2C Chatbots B2B 67

Interactions

SEPTEMBER 19, 2023

Leaders in Conversational AI for the past decade, Lindsy and Ed discussed their roles and how they see CX in the utilities space, their relationship with Interactions and best practices for improving CX and increasing self-service. The partnership started in 2015, and we haven’t looked back. Our success was their success.

Interactive Voice Response 48

Interactive Voice Response Self service Best practices Contact Center 48

Eptica

OCTOBER 4, 2017

Author: Neil Titcomb We’re now part way through National Customer Service Week (NCSW), which provides the industry in the US and UK with the chance to take stock, celebrate success and share best practice. Recent research by analyst ContactBabel points to a drop in the number of inbound queries between 2015 and 2016.

Customer Service 68

Customer Service Contact Center Self service Best practices 68

Eptica

DECEMBER 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Published on: December 23, 2015. As consumers communicating with the contact center demand fast answers to their queries, so set expectations on what you are going to do, and by when, so that everyone knows what is going to happen.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook.

Multichannel 49

Multichannel Customer Service CRM Automotive 49

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. Those that were 1% below saw sales decrease by 1%.

Multichannel 76

Multichannel Customer Service Brand ambassadors Self service 76

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. It also looks at sharing best practice to further improve standards, ultimately benefiting consumers everywhere. On that note, let us focus on the positive side of customer service. Share this page on: Tweet.

Customer Service 71

Customer Service Multichannel Contact Center Best practices 71

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Published on: November 11, 2015. Essentially they can improve their experience by reviewing how other people operate and applying best practice. Share this page on: Tweet.

Multichannel 75

Multichannel Customer Experience Self service Advertising 75

DMG Consulting

JULY 9, 2018

In 2015 DMG introduced the concept of adaptive real-time forecasting and scheduling to the market to help companies begin the process of rethinking their contact center staffing challenges. If it works for Uber, it’ll work for a contact center, particularly if agents feel empowered.)

Management 48

Management Contact Center Enterprise Consulting 48

Provide Support

SEPTEMBER 6, 2016

Monitoring service levels has always been a fundamental aspect of managing a contact center. However, advanced contact center and customer relationship software has led to an abundance of data and a growing number of reports that have become unmanageable. © 2003 - 2015 Provide Support LLC. Read more.

Customer Service 42

Customer Service Contact Center Service level Management 42

Calabrio

JULY 5, 2016

rose 15 percent between 2015 and 2016—from a 54 to a 62 out of a possible 100. A major component of that is the customer service provided by contact center agents. Contact center speech analytics software can quantify speech hits and provide more visibility into how often a phrase or question is repeated.

Customer Service 56

Customer Service Telecommunications Analytics Contact Center 56

NICE inContact

JANUARY 26, 2016

For this reason, Verizon Enterprise Solutions , a recognized leader in contact center solutions and global telecommunications, has teamed with inContact , a leading provider of cloud contact center software and agent optimization tools. This article was originally published December 29, 2015 on ICMI.

Customer Service 48

Customer Service contact center solutions Telecommunications Contact Center 48

NICE inContact

JANUARY 29, 2019

QATC estimates that the turnover rate in the call center industry ranges between 30-45%. If you’re a veteran of the industry, you already know this because hiring and retaining good agents is something successful contact centers constantly focus on. Globally, they moved into that position in 2015.

Call Center 65

Call Center Contact Center Feedback Employee engagement 65

NICE inContact

JULY 25, 2019

Practical ways to listen to employees can be implemented through weekly one-on-one check-ins, anonymous social tools, and short frequent surveys. Your best agents are likely to be ambitious individuals who have nearly mastered their role. Avoiding job boredom in the contact center is crucial to keeping them around.

Call Center 56

Call Center Gamification Coaching Surveys 56

Provide Support

JULY 25, 2016

But then again, the title of Oscar Wilde’s famous play offers a great lesson for contact centers: it’s more important to be authentic, to be human and personalized, than it is to flawlessly deliver a customer service script. © 2003 - 2015 Provide Support LLC. If only social customer service agents had it so easy. Read more.

Scripts 47

Scripts Personalization Customer Service Contact Center 47

Eptica

FEBRUARY 12, 2016

The six monthly study, which is based on the views of 10,000 customers, has improved by 1 point since January 2015 but is still well below the January 2013 peak of 78.2. To be held at the Hilton Park Lane on March 1 st , the event provides the biggest forum for customer service thought leadership and best practice in the UK.

Multichannel 49

Multichannel Customer Service Banking Contact Center 49

Noble Systems

MARCH 20, 2019

Never has such a revolutionary approach been so badly needed, as the statistics lay out some stark truths: 71 percent of all employees are not engaged while at work and the average call center has a 26 percent attrition rate. How Gamification Works. So how does gamification work?

Gamification 75

Gamification Call Center Customer Experience Banking 75

TechSee

JANUARY 25, 2023

Over the past two decades, he has led integration and transformation efforts with ACGs Contact Centers and Field Operations. He rejoined Oracle in November 2020 having previously worked for the company in 2015-16 after the acquisition of TOA Technologies (now Oracle Field Service). How to sift through it all?

Automotive 41

Automotive Management Enterprise B2B 41

NICE inContact

JUNE 14, 2016

Apparently their social media was as backed up as their contact center. A Sprinklr study from 2015 found that nearly 50% of consumers are ready and willing to share negative experiences with a brand on social media. Many of these people will not call your contact center or email your customer service team prior to doing so.

Customer Service 51

Customer Service Airlines Contact Center outsourcing 51

Eptica

APRIL 26, 2016

Companies in France seem keen to engage with customers more via the telephone – 87% provided a contact number (up from 84% in 2015), with many sites even suggesting the best times for consumers to call. In France however the web still lags behind, only able to provide answers to 55% of queries. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

COPC

SEPTEMBER 3, 2019

is a globally renowned consulting firm in the service industry, and that the influential COPC CX Standard has provided the industry with guidance and best practices in customer experience measurement and management. Compared to 2015, our investment in human resources had reduced by half, but customer satisfaction was up at around 80%.

industry standards 40

industry standards Enterprise Technology Self service 40

Avaya

OCTOBER 21, 2016

Businesses can even expand the solution into a simple and robust multi-channel call center. With IP Office Contact Center or Avaya Contact Center Select , companies can integrate voice, e-mail, and web chat channels, and proactively manage the entire customer interaction lifecycle.

Best practices 59

Best practices Contact Center Enterprise Call Center 59

NICE inContact

MARCH 12, 2019

And the main face of that commitment is their contact center which handles inbound and outbound contacts for sales, customer service and maintenance. In 2015, they realized that the capabilities of their existing call center solution just couldn’t keep pace with their growing business and increasing call volume.

Contact Center 64

Contact Center Best practices Call Center call center solutions 64

Tenfold - Contact Center Blog

JULY 9, 2018

How does a contact center know it’s consistently delivering high quality service? It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. The Cost Per Contact refers to the expenses related to running a contact center (i.e.,

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Eptica

OCTOBER 14, 2015

Date: Wednesday, October 14, 2015 The rise of the customer hub. Published on: October 14, 2015. Insurance company Ageas spoke about how it is integrating best practice across different sites and brands in order to maximize efficiency and improve the overall experience. Share this page on: Tweet.

Multichannel 81

Multichannel Contact Center Enterprise Best practices 81

Natalie Petouhof

DECEMBER 6, 2016

Tweet Oracle Service Cloud announces new releases for enhanced functionality in Web Customer Service, Contact Center including the Agent Browser User Interface, Knowledge Advanced, Policy Automation, and the Oracle Service Cloud Platform. Oracle Service Cloud also provided a sneak preview of Live Chat.

Contact Center 79

Contact Center Analytics Best practices Metrics 79

Eptica

NOVEMBER 4, 2015

Date: Wednesday, November 4, 2015 What’s the best channel for U.S. Published on: November 04, 2015. The 2015 Eptica Retail Customer Experience Study therefore evaluated 500 U.S. In the meantime the full findings of the 2015 Eptica Retail Customer Experience Study are now available in a downloadable management report.

Customer Service 76

Customer Service Multichannel Self service Advertising 76

aircall

NOVEMBER 21, 2022

As a result of Aircall, the Spotahome team was able to increase bookings by 350% from 2015 to 2016.” ? Ambroise Prieur, Contact Center Administrator at SumUp. You can read the full report here. “As Fabiola Jiménez Sahagún, Head of Customer Experience at Spotahome. So how can you boost productivity by 13%?

CRM 62

CRM Wait times Consulting Consulting 62

NICE inContact

AUGUST 4, 2016

Do you sometimes have the impression that your contact center is an “island” in the sea of your company? Do your agents feel like they are “stranded”, all on their own, relying on the proverbial “message in a bottle” to communicate with anyone outside of the contact center? Interested?

Contact Center 49

Contact Center Enterprise Management Best practices 49