Resources

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

5 Reasons CC Training Requires Automation

Symtrain

2020 has thrown a curveball at society, upending organizational objectives, expectations, and resources. Survey results reveal a significant shift from a minority to a majority of contact center staff moved to remote work. The rush to deploy technology addresses only half the training equation. With automation and digitizing training, we can scale performance-based training and deliver more job-ready employees by automating the repetition, feedback, and reinforcement they need to build confidenc

Hybrid Success: Merging Traditional Contact Center Support With Work-at-Home

The Office Gurus

Contact center outsourcing clients want guaranteed business continuity and security that is out of reach for BPO providers that are either pure play brick-and-mortar or work-at-home providers. The only real solution is a strategic blend of brick-and-mortar and work-at-home that only hybrid service providers can offer. With this eBook you will learn about: Collaboration, Training, and Technology.

The Impact of the Behavior Change Cycle on Call Center Performance

VoiceOps developed the Behavior Change Cycle to address the problem of behavior adherence among call center teams. It drives double-digit boosts in adherence and increases conversion rates. This info sheet shows real ROI data so you can see what the Behavior Change Cycle could do for your call center teams.

Why Is Patient Engagement Important? | Frontline Group

Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools?

Top 3 Ways to Conquer Virtual Retail Woes With Messaging

TTEC

Today’s customers want to be met on the channel of their choice with experiences that are both personal and unique. Meeting these needs means delivering relevant experiences through the right technology such as messaging. Discover three ways to improve business outcomes by deploying messaging and AI to meet these expectations. Learning objectives: Create genuine connections through channels consumers prefer.

Drive Lead Efficiency & Profitability: Top Outbound Dialing Metrics & Strategies

Improving lead efficiency is critical to driving profitability for your outbound contact center. By analyzing the right reporting metrics to get your true CPA, you can use smart dialing strategies in real time and dramatically improve contact rates.

6-Step Guide to Operationalize a Consumer Connects Program

Why do consumer-centric organizations succeed? How can my company build a consumer connects program? Establishing a Connects Program is a great way to support your consumer insight initiatives. Learn how to do it with the right tools in Discuss.io's eBook.

Need to More Effectively Manage Your Call Center?

Wouldn't it be great if you could watch an instant replay of your call center dashboards? TASKE shares how you can rewind your real-time dashboard and watch agent and team activities in the past. In this infographic, you will learn how to: Improve call center KPIs. Enrich agent and supervisor training. Streamline compliance audits. And more!

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Skilljar

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

8 Contact Center Trends to Watch in 2020

Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry? In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Virtual + Engaging: How to Bring Classroom Training Online (with Infographic)

Caras Training

10 tips for virtual contact center training that makes at-home workers feel part of the crew while they learn. Download the article to get your virtual training best practices!

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities. With the right environment, your contact center will transform from a necessary operation to a beacon of customer excellence for your company’s brand.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

How Omnichannel Ready Are You?

In this white paper, we will highlight some very common customer support problems that exist in most E-commerce businesses. Our intent to provide you with a solution that will set your business apart from your competitors so you can attract and retain your customers better.

Discover CCNG Membership

You're invited to join in the conversation. We'll be discussing and solving for top issues in our contact centers -- attrition, training, and metrics.

Call Center Outsourcing RFP Template

Are you considering outsourcing your call center? This FREE Call Center RFP Template download will guide you through critical questions to ask and provide tips to narrow down the key areas to consider when selecting the best outsource call center vendor.

eBook: Top 6 Benefits of Improving CX Assurance

More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.