DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure 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. When: Today, 2 December 2020.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

SharpenCX

OCTOBER 13, 2021

Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue. Working from home can feel isolating.

Contact Center 128

Contact Center Technology Coaching Analytics 128

Robert Davis

JANUARY 13, 2020

Let’s talk about the value of a coach in someone’s life. A coach can do that. At every level of sports, we see coaches who help the team perform and do what they can. Individuals are searching for coaches as personal trainers or as life coaches. It is clear that the coach’s role is important.

Coaching 62

Coaching Contact Center Call flow Morale 62

Fonolo

JANUARY 14, 2021

Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. Empathy has been a hot topic in the contact center industry this past year.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

Upstream Works

MAY 27, 2021

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. While a solid business case could be made solely for how IT would benefit, there’s a bigger story to tell that considers other stakeholders, both in and out of the contact center.

contact center solutions 78

contact center solutions Cloud contact Contact Center At home agents 78

Spearline

JUNE 1, 2021

“Although the modern contact center extends to email, chat windows, and social media, the voice continues to be the foundation for customer interactions”, Elliot Mulley-Goodbarne, Technology Journalist for UCToday*, reports in his latest article. The future of the Contact Center.

Contact Center 98

Contact Center Telecommunications industry standards Analytics 98

Taylor Reach Group

MARCH 20, 2020

One priority each of us should have on our “to do” for 2020 is mental health. Mental health disorders are pervasive, according to the Center for Disease Control (CDC), with nearly 1 in 5 Americans aged 18 or older reporting mental illness and more than 70% reporting at least one symptom of stress in 2016. By Colin Taylor.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Cisco - Contact Center

SEPTEMBER 17, 2020

Last month I shared some exciting new capabilities with Webex Contact Center, our award-winning contact center as a service (CCaaS) for small and large contact centers. We’ve also introduced more channels when Webex Experience Management is integrated at the contact center agent desktop.

contact center solutions 129

contact center solutions Contact Center Surveys Enterprise 129

Playvox

MARCH 21, 2022

If the labor shortage has left your contact center scrambling for staff, you might have overlooked a potential goldmine of knowledgeable, eager future team members: retirees. Related Article: 7 Proven Ways to Manage Contact Center Agent Staffing Shortages. How To Welcome Retirees Back To Work In Your Contact Center.

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

SharpenCX

SEPTEMBER 25, 2020

But with the right training and encouragement, most contact center agents can become effective and efficient communicators. Positive experiences with a contact center agent go a long way. Here are five contact center communication skills every agent should master. Making a good first impression.

Contact Center 128

Contact Center Coaching Scripts Average Handle Time 128

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations. Communication.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. Gathering feedback from customers has become an industry standard for contact centers.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

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 62

Contact Center Coaching Scripts Management 62

Integrity Solutions

JULY 28, 2022

The term “call centers” is quickly become a relic of the past, and for good reason. The State of Contact Center Conversation Intelligence 2022 report by Observe.AI notes that 82% of contact centers engage with customers via the phone. The Contact Center Experience: Heightened Customer Expectations.

Contact Center 52

Contact Center Coaching Metrics Self service 52

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Smarter Coaching Is A Smart Investment.

Coaching 59

Coaching Call Center Average Handle Time Contact Center 59

Fonolo

NOVEMBER 3, 2020

Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend. Keynote Speaker and Official Forbes Coach.

Contact Center 167

Contact Center Consulting Consulting Coaching 167

Serenova

FEBRUARY 18, 2020

In our annual trends report , cloud-based contact center-as-a-service (CCaaS) was one of the six critical contact center trends for 2020. Let’s look further at why industry analysts and contact center leaders agree the cloud is here to stay. You can also coach and train agents from anywhere.

Contact Center 93

Contact Center Cloud contact Analytics Coaching 93

Balto

AUGUST 10, 2022

Shifting budgets to stay competitive is a natural — if not essential — survival tactic during difficult financial times, but be wary of cutting into the business functions, like your contact center, that have an outsized impact on your customers. . Figure 4: Effect of increased coaching investment on industry agent churn rate.

Contact Center 52

Contact Center Real estate Telecommunications Coaching 52

Playvox

OCTOBER 6, 2021

Now that we have an overview of the perspectives that will shape our workforce in the next three years, here are four tips to help you successfully manage a multi-generational contact center team. Training, tools, and coaching are elements that each contact center agent needs, regardless of generation.

Contact Center 75

Contact Center Management Surveys Coaching 75

Taylor Reach Group

OCTOBER 31, 2021

First, why is it that corporate America, now that it has embraced the concept of remote contact center agents and hybrid work environments [1] , is so slow in adjusting its management processes to support these new deployment models? The much-ballyhooed Hybrid work environment presents challenges for contact center operators.

Contact Center 65

Contact Center Coaching Consulting Consulting 65

SharpenCX

MAY 27, 2021

So today, let’s dive in on what customer service research reveals as the top three priorities for contact centers this year. Today’s strongest contact centers meet the omnichannel expectation. You can monitor for triggers in customer conversations (then respond and coach your agents on those triggers).

Contact Center 67

Contact Center Customer Service Interactive Voice Response Chatbots 67

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

APRIL 27, 2022

The events of 2020 have shown us how everything can change practically overnight. The ability to navigate and execute in an era of sustained change and disruption will then be the overarching contact center objective in 2022. Most people are now accepting that change will continue to happen.

Contact Center 208

Contact Center Quality management Coaching Customer Experience 208

SharpenCX

DECEMBER 4, 2019

Two weeks ago, I sat at my desk with my headphones on digging into the 2020 contact center trends headed your way next year. And, Glassdoor is predicting 2020 will kick off a culture-first decade. Agent-first contact center platforms can reduce customer wait times up to 90 percent. rise in CSAT.

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

Serenova

JULY 7, 2020

Contact center supervisors must be equipped to better identify and tailor training programs to each agent’s skill gaps and training needs. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Contact centers must train agents to work smarter and more effectively. Embrace continuous training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Fonolo

JANUARY 14, 2020

Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Top Pick: 20 ways to create an amazing customer service experience in 2020. Top Pick: Promoting a digital-first mentality throughout the contact center. Top Pick: Customer self-service and the role of cloud contact centers.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Customer Service Life

JANUARY 7, 2021

This article was originally published on CustomerThink on November 10, 2020, and is being reposted with the permission of the editor. They boast a number of benefits for contact centers handling text-based support channels like email, chat, SMS, social media, and more, including: Improved speed and accuracy when interacting with customers.

Contact Center 92

Contact Center Average Handle Time Scripts Banking 92

Talkdesk

SEPTEMBER 8, 2020

According to Global News Wire , COVID-19 related phishing and malware attacks increased dramatically from under 5,000 per week in February 2020, to over 200,000 per week in late April. Turning your coaching strategy into a game will improve training engagement. Cybersecurity hackers lured by this newfound opportunity.

Contact Center 71

Contact Center Gamification Coaching Personalization 71

Playvox

JANUARY 13, 2022

The shift to the cloud only seemed to accelerate when the pandemic sent many workers home in the spring of 2020. While many in the contact center industry are slow to transition away from on-premise software, cloud adoption shows no signs of slowing. billion in 2020. are long gone. Messaging Apps. ENJOYING THIS ARTICLE?

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up.

Contact Center 81

Contact Center Call Center Scripts Coaching 81

Serenova

AUGUST 25, 2020

There are two constants in the contact center. Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

DMG Consulting

MAY 21, 2020

There is a lot that isn’t known about COVID-19, but one thing we do know is that in times of national or personal crisis, people reach out to contact centers more frequently. Contact centers function as free psychological counseling centers, as customers often share their thoughts and concerns with agents.

Contact Center 77

Contact Center Healthcare Enterprise Coaching 77

Tethr

MAY 18, 2020

Investing in a true coaching program that helps reps develop the skills and knowledge they need to engage customers more independently is more important than ever. Having this coaching in place helps reassure employees that their company is there for them. The most important lever contact centers aren’t pulling.

Customer Experience 95

Customer Experience Coaching Surveys industry standards 95

SharpenCX

AUGUST 18, 2020

Not only that but, contact center leaders say the lack of an integrated agent desktop is their leading productivity challenge. The top five challenges are all united by a common theme: agent effort.” – Brian Cantor, CCW April 2020 Market Study. In-line coaching and training. Obvious ROI. Customizable reporting.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

Not only that but, contact center leaders say the lack of an integrated agent desktop is their leading productivity challenge. The top five challenges are all united by a common theme: agent effort.” – Brian Cantor, CCW April 2020 Market Study. In-line coaching and training. Obvious ROI. Customizable reporting.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67