CSM Magazine

JUNE 14, 2022

When it comes to digital transformation, the huge potential of South Africa is fast becoming a reality thanks to the arrival of new Amazon Web Service (AWS) Region in Cape Town in 2021, comprising three availability zones.

Cloud contact 59

Cloud contact Banking Business Process Outsourcing Employee engagement 59

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

Playvox

JULY 18, 2022

Contact center agent attrition rates are particularly high because of low employee engagement and high stress. Gallup found that 74% of employees reported burnout in 2021, but that some employees have no signs of burnout. How To Choose The Best Contact Center Technology For Your Business.

Contact Center 73

Contact Center Technology Employee engagement Cloud contact 73

Liveops

MARCH 11, 2021

A 2021 Enterprise Blueprint for Remote Work: 5 Proven Methods to Optimize Agent Productivity and Reduce Attrition. Engaging with your team on a regular and frequent basis allows you to get a pulse check on their productivity and overall sentiment. Try not to align employee happiness with employee engagement.

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

SharpenCX

JANUARY 6, 2021

As many as 20% of Fortune 500 companies won’t make it through 2021 in one piece. Your customer and agent-focused investments in modern cloud technology will deliver ROI. By the end of 2021, the number of remote workers will sit at 3x pre-pandemic levels. Strategic Contact ). Remote work won’t vanish any time soon.

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

CSM Magazine

MARCH 30, 2021

Calabrio , the customer experience intelligence company, uncovered new data regarding contact centres that shifted operations to the cloud during the pandemic. In a study entitled State of the Contact Centre 2021: Cloud is Here. What’s Next? That is why more and more companies are adopting this model.

Analytics 59

Analytics Cloud contact B2B Employee engagement 59

SharpenCX

AUGUST 4, 2021

I’m giving you 3 projects to refresh your customer service strategy today (plus tips to start them) to round out a better 2021. The Future of Jobs Report out of the World Economic Forum predicts that no less than 54% of all employees will need re-skilling or upskilling by the end of 2022. It’s a win-win! >>

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128