TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. A watershed in the field occurred in 2015, when computer vision overtook humans in the ability to recognize objects, a turning point analogous to the day in 1997 when IBM’s Deep Blue chess computer defeated the legendary grandmaster Garry Kasparov. Image Restoration.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

Fonolo

NOVEMBER 21, 2017

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. in 2014, and Oaisys soon after… all contact center companies! Corvisa was a both a hosted call center and a Twilio-esque CPaaS platform.

Contact Center 129

Contact Center Abandon rate Call Center Technology 129

BlueOcean

JUNE 22, 2022

When it came to the contact center RFP, companies consistently required bidders to “Describe your telephony platform” and those with best-in-class products had a definite edge. So, what should you ask when you’re addressing contact center technology in your RFP? Every contact center approaches security in different ways.

Contact Center 62

Contact Center Technology outsourcing contact center solutions 62

teleopti

OCTOBER 9, 2018

We would like to congratulate our customers for the well-deserved awards received during the Middle East Call Centre Awards 2015, an award ceremony hosted by Insights to recognize and award the most performing contact centers in the region.

Contact Center 63

Contact Center 63

NobelBiz

FEBRUARY 21, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Beyond adhering to data privacy laws and regulations, contact centers should implement better practices for enforcing customer data security and protection. We will also discuss why customer data privacy and security matter for contact centers.

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52

NobelBiz

FEBRUARY 15, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Beyond adhering to data privacy laws and regulations, contact centers should implement better practices for enforcing customer data security and protection. We will also discuss why customer data privacy and security matter for contact centers.

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52

Contact Center Pipeline

MARCH 4, 2015

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: I was fortunate enough to grab some time with the winner and three finalists of the SWPP 2015 Workforce Management Professional of the Year Award to find out their best WFM tips and their worst WFM nightmares. Each had great insights and […].

Management 100

Management Contact Center Call Center 100

teleopti

OCTOBER 9, 2018

Teleopti, the global leader in workforce-management software for contact centers, has announced it has once again been recognized by Gartner, Inc. in 2015, this time around with partner VoiceCyber for their jointly developed workforce-optimization (WFO) solution.

Contact Center 48

Contact Center Management 48

Fonolo

AUGUST 28, 2018

Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? About: For this report, industry analyst Peter Ryan gathered the views of 352 enterprise executives, each with decision-making authority over contact centers. Our favorite chart: Contact Center 2.0,

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

HGS

MARCH 18, 2015

Escape the Contact Center Paradox: Narrow your Focus. BPO contact centers that are most effective at reducing the noise of distracting facts and figures, to ensure emphasis on the BPO mission and relevant priorities, tend to be the most successful. Effective contact centers are very clear on what is most important.

Contact Center 100

Contact Center Government Calibration Business Process Outsourcing 100

Balto

OCTOBER 31, 2022

With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce. Supervisors are the contact center’s superpower if you unleash them. Use Onboarding to Get Personal.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

HGS

SEPTEMBER 30, 2015

Managing Knowledge Transfer During Contact Center Outsourcing Transition. Contact centers are often prone to transition. Applying contact center expertise to a new environment shortens the learning curve for new hires with no production experience. Wed, 09/30/2015 - 15:59. Contact Center.

outsourcing 100

outsourcing Contact Center Management Coaching 100

NICE inContact

OCTOBER 31, 2019

For contact center agents, it sometimes feels like either the workday drags on or it flies by with a flash. So, let’s breakdown “flow” into a few tactical strategies that can be used in a modern call center utilizing performance management software. Some people refer to that phenomenon as “being in the zone.”

Contact Center 54

Contact Center Management Call Center Feedback 54

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Earlier, businesses used to see contact centers as cost centers.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

Omnicus

AUGUST 31, 2016

A 2015 study by the Ponemon Institute found that 47% of data breaches are caused by malicious or criminal attacks. In addition to making you sit up straight, that fact should it clear that you need to prioritize your contact center security. Now, you need to focus on contact center security.

Contact Center 56

Contact Center CRM 56

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

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

Customer Service Life

NOVEMBER 5, 2018

Samantha (not her real name) sat across from me in our small contact center. In 2015, I had an anxiety attack at the office in front of a few employees I managed on my customer support team. The post Crying in a Contact Center Cubicle: A Look at Emotions in the Workplace appeared first on Customer Service Life.

Contact Center 107

Contact Center Feedback Customer Support Customer Service 107

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 49

Customer Service Multichannel Benchmark Contact Center 49

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. It is based on an extensive survey of customer experience, contact center, operations, information technology, marketing and business development professionals.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

Revation Systems

DECEMBER 11, 2017

Just as modern technology has transformed communication in our personal lives, current digital innovations are completely restructuring the traditional contact center business model — significantly changing the way consumers and businesses communicate. Omni-channel. Self-service. Social Media.

Contact Center 48

Contact Center Self service Technology Enterprise 48

HGS

MAY 27, 2015

The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value. Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. Wed, 05/27/2015 - 14:41. Contact Center. Customer Service.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

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

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

West

APRIL 5, 2017

West is proud to receive a 2017 CRM Service Leader Award for Contact Center Infrastructure. It also attributed much of West’s success to a number of strategic business decisions, including divesting its agent services back in January 2015. Click here to read the full write-up.

CRM 48

CRM Contact Center Multichannel Cloud contact 48

Vonage

JULY 22, 2016

And for many of us working in the world of contact centers, we give a lot. In a recent study from Toister Performance Solutions , service expert Jeff Toister evaluated responses from more than 600 contact center agents with 74 percent self-reporting at risk for burnout. On the board. Endowed with service powers.

Contact Center 0

Contact Center Gamification Morale Technology 0

Hodusoft

APRIL 1, 2024

This recognition underscores HoduCC’s unwavering commitment to excellence and innovation in the realm of contact center software. HoduSoft’s triumph in the Call Center Software category reaffirms its position as an industry leader and underscores its commitment to driving innovation and delivering value to customers.

call center software 52

call center software Contact center software Customer centricity Call Center 52

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Cisco - Contact Center

JUNE 1, 2023

As with all 17 UN Sustainable Development Goals adopted in 2015, number 5— Achieve gender equality and empower all women and girls —is an objectively fair aspiration. The trouble with a goal, however, i… Read more on Cisco Blogs

98

98

Eptica

SEPTEMBER 3, 2015

Date: Friday, September 4, 2015 Why your CEO should work a shift in the contact center. Published on: September 04, 2015. Encouraging your CEO to put in a shift in the contact center might well be a good place to start! Below are four areas that may help. Share this page on: Tweet.

Contact Center 68

Contact Center Chief Customer Officer Multichannel Customer centricity 68

Contact Center Pipeline

DECEMBER 27, 2016

In 2015, Pipeline Publisher Linda Harden hosted the first session of Executive Talk interviews at the Northeast Contact Center Forum’s (NECCF) annual conference at Gillette Stadium, just outside of Boston. In these brief conversations, Linda speaks with a variety of contact […].

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

Contact Center Pipeline

APRIL 2, 2015

Every year, we Workforce Managers get to play with unique and exciting situations around holidays. This year the special one to look out for is Independence Day, because 4th of July happens on a Saturday. By law, when a holiday falls on a Saturday, it is observed on the Friday before, so the big hit […].

Management 100

Management Contact Center Call Center 100

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The growth rate of the overall WFO market between 2015 and 2016 was a modest 1.6%.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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

Fonolo

JULY 20, 2023

In short, call-backs should be an insurance policy your contact center can count on. By contrast, a poorly executed call-back strategy can put extra stress on your call center and frustrate customers in the process. What Does This Mean For Your Contact Center?

Wait times 67

Wait times Abandon rate Call Center Contact Center 67

DMG Consulting

MARCH 15, 2017

Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. The top ten contact center and enterprise servicing goals for 2017, in order of priority, are: Deliver an outstanding customer experience (60.8

Contact Center 48

Contact Center Customer retention Analytics Self service 48