Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Etech GS

APRIL 30, 2019

Contacting a company in the hopes of resolving an issue only to receive less-than-impressive service is likely a scenario you’ve personally encountered at least once in your lifetime. Here are five trends to consider employing to elevate the level of service offered by your business in 2019. . Zappos is a perfect example of this.

Contact Center 71

Contact Center Coaching Healthcare Feedback 71

ShepHyken

DECEMBER 16, 2019

A 3 Step Approach to Higher Employee Engagement Within The Contact Center by Matt Wujciak. My favorite of these three points is number three on “micro-coaching.” One-to-one coaching from a manager is powerful. The question is, how do we go about improving employee engagement? Follow on Twitter: @Hyken.

Customer Service 272

Customer Service Employee engagement Coaching Customer centricity 272

CX Global Media

JULY 10, 2019

The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Since the advent of contact centers, it’s never been documented that technology has remedied a failed systematic approach. If fact, most often technology has accelerated poor performance in these instances.

Contact Center 120

Contact Center Morale Coaching Analytics 120

CSM Magazine

JANUARY 23, 2019

With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. There are increasing numbers of brands focusing on the CX rather than basic contact center metrics, which is a positive move for the industry as a whole. Bot coaching. Brands will start going back to basics.

Contact Center 55

Contact Center Coaching Chatbots Analytics 55

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

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series.

Contact Center 60

Contact Center Coaching Scripts Management 60

Aspect

JULY 17, 2019

The former CEO of Google and chairman of Alphabet hated this advice the first time someone gave it to him , but now he shares it every single chance he gets : “ H ave a coach.” The right coach might not be an expert in your same specialty, but a coach can look at what you’re doing with another set of eyes.

Coaching 82

Coaching Management Contact center software contact center solutions 82

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Noble Systems

JUNE 7, 2019

Our annual SNUG (Select Noble Users Group) conference brings together top voices in customer experience with contact center managers, platform administrators, and others looking to learn what’s new in CX technology and share ideas. Paul Stockford, Chief Analyst at Saddletree Research, attended SNUG for the first time in 2019.

Gamification 75

Gamification Contact Center Coaching Education 75

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

Spearline

JULY 13, 2021

At Spearline, many of our customers have contact centers situated worldwide, used for customer service, sales, and product information. Therefore, one of the purposes of the Spearline blog is to educate our readers and update them with the latest and most relevant pieces of information, including trends in the contact center industry.

Contact Center 98

Contact Center Telecommunications Surveys Analytics 98

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Customer Service Life

DECEMBER 18, 2018

How would you implement self-care initiatives into your contact center? Starting in 2019, I’m unveiling two programs to help you and your teams create a culture of self-care in the workplace through my side project, Jenny Dempsey Wellness. 1:1 Coaching . I’m giving away free 60-minute coaching sessions.

Contact Center 103

Contact Center Personalization Coaching Customer Service 103

Balto

SEPTEMBER 7, 2022

So, it comes as no surprise that one of the primary challenges identified by financial services contact center employees is the easy access of available desktop tools. In fact, one in five contact center employees has listed desktop tools among their top operational challenges for four years in a row.

Contact Center 52

Contact Center Banking Contact center software Average Handle Time 52

3CLogic

MAY 27, 2021

As a ServiceNow Technology Partner, 3CLogic is proud to offer the premier cloud contact center solution that deeply integrates with the platform of platforms. leveraged 3CLogic’s voice solution for ServiceNow to modernize their contact center operations and boost agent and manager productivity by 3% within 90 days.

Contact Center 52

Contact Center contact center solutions Coaching Cloud contact 52

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) That said, the contact center accumulates millions of data points every single day. Fighting the Cost Center Mindset. But where do we start?

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Enghouse Interactive

DECEMBER 5, 2018

The following blog takes a look at the contact centre and what we can expect to see in 2019. Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. Those questions are not likely to stop during 2019.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

SharpenCX

AUGUST 18, 2020

Way back in 2019 (it feels like a decade ago, I know), a CCW Market Study found that only 11% of customers felt like brands genuinely cared about improving their experiences. Not only that but, contact center leaders say the lack of an integrated agent desktop is their leading productivity challenge. A simplified interface.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

Way back in 2019 (it feels like a decade ago, I know), a CCW Market Study found that only 11% of customers felt like brands genuinely cared about improving their experiences. Not only that but, contact center leaders say the lack of an integrated agent desktop is their leading productivity challenge. A simplified interface.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

Balto

SEPTEMBER 16, 2022

In our most recent report on how to recession-proof your contact center, we found that executives who viewed their contact center as a waste of resources had nearly 3x the agent churn compared to those that did not, as well as lower NPS and CSAT scores across the board. Value perception (1-5) vs. agent churn rate.

Contact Center 52

Contact Center Real estate Business Process Outsourcing Transportation 52

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

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Technology Gamification Coaching 117

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Blog Article] How AI will change the nature of contact center work.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Contact Center Pipeline

DECEMBER 1, 2020

Early in 2020, Pipeline published results from the 2020 Contact Center Challenges & Priorities survey and declared 2020 the “Year of the Agent.” The focus on the agent is a change from 2019’s “Improving the Customer Experience,” which continued as leadership’s top challenge.

Contact Center 147

Contact Center Surveys Customer Experience Coaching 147

Customer Service Life

JUNE 10, 2019

This article was originally published on CustomerThink on April 3, 2019. I have two scenarios for you regarding contact center quality assurance. There’s been a bit of a debate among my peers in the contact center industry in recent years over the relevance of quality scores and there are a couple hotly contested issues.

Contact Center 60

Contact Center Coaching Calibration Metrics 60

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Monet Software

FEBRUARY 6, 2019

Date: Thursday, February 14, 2019. It’s Valentine’s Day in the Contact Center. They need training, coaching and most importantly, great tools such as Workforce Management to enable flexible and efficient scheduling and staffing to keep them engaged and happy. A Valentine’s Day Webinar from Monet and NewVoiceMedia.

Contact Center 48

Contact Center Coaching Management 48

Robert Davis

AUGUST 13, 2019

Davis and Associates to bring modern consulting practices and state-of-the-art omnichannel contact center technology to midsize and enterprise organizations. AUGUST 06, 2019. Bright Pattern , the leading provider of omnichannel contact center software, today announces its partnership with Robert C. About Robert C.

Contact Center 48

Contact Center Consulting Consulting Coaching 48

TechSee

AUGUST 14, 2023

Follow on LinkedIn Dan Smitley, Workforce Management and Contact Center Guru As an experienced public speaker and thought leader, Dan is passionate about leveraging workforce management, contact center operations, strategic thinking, project planning, and data analytics to help companies, customers, and front-line employees succeed.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Customer Service Life

MAY 6, 2019

This article was originally published on CustomerThink on February 28, 2019. In this article, I’ll share what worked and what didn’t work and then discuss some of the key outcomes you should see when conducting a similar session in your contact center. Make quality coaching more holistic. What worked.

Journey mapping 80

Journey mapping Contact Center Coaching Education 80

Avaya

AUGUST 12, 2019

Are organizations attempting to use artificial intelligence (AI) in the contact center? Voice Self-service: Nearly half of organizations are using AI in the contact center to improve customer self-service. Yes, without a doubt. What exactly does this mean? What exactly does this mean?

Contact Center 50

Contact Center Chatbots Self service CRM 50

Tethr

JULY 11, 2019

Lutron’s contact centers take calls from many different types of customers—from retail partners that sell Lutron products to dealers, distributors, electricians that buy/sell and install products, to professional lighting designers, architects, home builders and from individual consumers (i.e.,

Contact Center 79

Contact Center Government Scripts Surveys 79

SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. Plus, you toss in overseeing your contact center budget, too. But you shouldn’t have to sacrifice customer happiness to run a lean contact center. In May of 2019, you handled an average of 2000 interactions per day.

Coaching 76

Coaching Management Contact Center Morale 76