Balto

APRIL 20, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email Contact centers find themselves at a critical juncture. Economic conditions are pressing executives to find areas to save costs and operate more efficiently, while customer and prospect expectations are ever-rising and necessitate high-quality agent interactions.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

UJET

JULY 7, 2020

Instead of using a piecemeal approach, a workforce engagement solution offers all the necessary tools. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. End-to-End Customer Experience Transparency. Unified Platform.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

Fonolo

OCTOBER 13, 2020

The COVID-19 pandemic threw a wrench in the works of many contact centers. We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is getting worse. The last few years have seen several reassuring trends in the contact space industry.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

UJET

JULY 7, 2020

Instead of using a piecemeal approach, a workforce engagement solution offers all the necessary tools. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. End-to-End Customer Experience Transparency. Unified Platform.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

USAN

MAY 10, 2022

Most contact centers have been optimizing the customer experience for years. They’ve started offering a more robust omnichannel experience, allowing customers to engage with them in myriad ways and enabling agents to provide proactive service efficiently and effectively. Workforce Flexibility.

Gamification 52

Gamification Contact Center contact center workforce Employee engagement 52

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). Contact Center . The new paradigm of Work.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Playvox

MAY 25, 2023

Contact centers have changed drastically in recent years. The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? What is Workforce Optimization (WFO)? How does WFO work in the Call Center? But what makes WFO different from WFM?

Management 86

Management Gamification Quality management Schedule adherence 86

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job.

Call Center 126

Call Center Management Contact Center Coaching 126

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. Let’s meet the experts!

call center workforce 52

call center workforce Call Center Management Gamification 52

BlueOcean

DECEMBER 10, 2019

That’s why calculating lifetime customer value is key to understanding the impact of customer service. Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy? The metrics that measure customer care in a customer-centric world look vastly different than those used 20 years ago.

Customer Service 12

Customer Service outsourcing Contact Center contact center workforce 12