Fonolo

DECEMBER 8, 2023

Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! There’s no denying that some of the changes impacting contact centers over the last four years continue to make waves – notably the enduring appetite for hybrid and remote work.

Contact Center 81

Contact Center Big data Chatbots Scripts 81

BlueOcean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. Governance Structure Any customer-facing entity should understand the critical importance of transparency and trust. Check for good practices like whistleblower protection policies.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

Myra Golden Media

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. I’m concerned about training my agents and supporting them.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

ShepHyken

DECEMBER 16, 2022

He writes about ‘quiet quitting’ and how contact centers can resolve this challenge in their organization. This trend is concerning for those within the contact center industry, with employee retention and recruitment already at a record low. How can the contact center industry resolve this challenge? .

Contact Center 168

Contact Center Banking Education Accountability 168

Callminer

MAY 27, 2020

Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Contact Centers Incorporate Advanced Analytics.

Call Center 207

Call Center Contact Center Interactive Voice Response Analytics 207

Fonolo

OCTOBER 19, 2023

If you’re in the contact center industry, 80/20 service levels are likely nothing new. You may have used 80/20 service levels in your operations! Contact center managers know that SLAs are essential for defining and measuring success for their businesses. Is 80/20 Right for My Contact Center?

Contact Center 81

Contact Center Service level Abandon rate Construction 81

The Northridge Group

JULY 20, 2023

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. Likewise, AHT is used to measure the time an associate spends working on a customer issue.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

The Northridge Group

JANUARY 18, 2023

A cutting-edge chatbot with advanced capabilities such as writing poems and software code, ChatGPT is capable of formulating human-like answers in seconds and its conversational style suggests a natural alignment with customer-facing channels, especially chat capabilities within contact centers.

Contact Center 117

Contact Center Healthcare Chatbots Accountability 117

Myra Golden Media

APRIL 6, 2023

Breaking bad news is one of the most challenging aspects of customer service. It’s always challenging to tell a customer that their product is out of stock, their order is delayed, or their service is canceled. When you deliver bad news, it’s natural for the customer to feel disappointed, frustrated, or upset.

Contact Center 156

Contact Center Best practices Accountability Management 156

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What Do Customers Value in CX?

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Contact Center Pipeline

DECEMBER 16, 2020

Customer service operations in the hardest-hit industries are still struggling to perform at the most basic level. Customers have taken to social media and have even reached out to the media to share accounts of their time-consuming efforts spent […].

Customer Service 263

Customer Service Accountability Customer effort Contact Center 263

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

Contact Center 277

Contact Center Self service Banking Airlines 277

Contact Center Pipeline

JULY 28, 2021

He is right in one way: I started in the contact center industry when things were very primitive. Phone calls accounted for 99% of customer […]. My 10-year-old son thinks I am so old, I roamed the earth alongside the dinosaurs! In fact, I began as an agent in the “Phone Age” (rhymes with “Stone Age”).

Customer Service 204

Customer Service Contact Center Accountability Call Center 204

Fonolo

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. That’s why contact centers are investing in it in droves. Improved customer satisfaction and increased agent productivity. How Can WFM Help my Contact Center?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

Toister Performance Solutions

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Is burnout gripping your contact center? That spells trouble for contact centers. Wait, accountability?!

Contact Center 102

Contact Center Agent burnout Surveys Accountability 102

The Northridge Group

OCTOBER 12, 2023

In fact, we recently helped one of the world’s largest travel and financial services organizations improve the Customer Experience and increase loyalty through the identification of business process efficiencies, and agent behavioral and performance improvements. There are several ways to deliver ongoing value.

Contact Center 115

Contact Center Call Center Analytics Customer Experience 115

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

CX Global Media

MAY 11, 2020

In recent years, there has been a rising tide of interest in the use of Artificial Intelligence (AI) in contact centers. STOP : What are the truths of AI in contact centers? What about the uniqueness of your contact center, the work you perform, and your strategic positioning in your organization.

Contact Center 194

Contact Center Technology Customer centricity Customer emotions 194

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

SmartAction

NOVEMBER 22, 2023

The AI-powered voice assistants of today offer a seamless experience, reaching a virtual assistant, in seconds, that can answer customer intentions with just a few words. Contact center managers who embrace and implement this technology reap the rewards of increased efficiency, reduced costs, and a customer experience that fosters loyalty.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

Calltools

APRIL 3, 2024

Technology and customer expectations have changed a lot over the last few years. Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Call Experts

JUNE 15, 2023

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. We rely heavily on these essential services, from electricity and water to telecommunications and internet services. When Did Call Centers Become the Standard? Thus, the idea of using a contact center for utilities was born.

Contact Center 52

Contact Center Customer Service Self service Call Center 52

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Calltools

MARCH 20, 2024

Artificial intelligence has revolutionized how contact centers streamline processes and serve customers. While not all contact centers utilize AI, learning how the technology can serve your employees and customers benefits growth.

Contact Center 52

Contact Center Self service Best practices Wait times 52

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

The Northridge Group

OCTOBER 20, 2021

With companies across nearly every industry scrambling to create exciting “digital first” customer experiences , it’s easy to imagine that human associates in traditional customer service contact centers could be left behind. Contact centers must respond to this new reality by helping their associates “skill up.”

Contact Center 111

Contact Center contact center associations Customer Care Engineering 111

Customer Relationship Metrics

JULY 26, 2017

It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious. Doing things the popular way in the contact centers no longer works.”

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. How to Reduce Customer Service Costs Sustainably. field services.

Customer Service 207

Customer Service Self service Average Handle Time Contact Center 207

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. It’s the acronym for Unified Communications as a Service. That’s where sophisticated UCaaS contact center software can be of immense use.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

Customer Service Life

DECEMBER 23, 2020

As I’ve spent time reflecting on Buddy, it’s clear to me that he worked in a contact center at some point in his life. But it also seems like Buddy is talking about his last contact center job — possibly one with super high agent turnover. Buddy is no typical contact center agent, however. Don’t believe me?

Contact Center 126

Contact Center Morale Metrics Accountability 126

CSM Magazine

MAY 8, 2024

While fear and uncertainty over its effect on jobs and the future of societies persist, a growing number of organizations are intrigued by the idea that AI could allow them to offer consistent, always-on customer service more cost effectively. How would your customers describe what it’s like to do business with you?

Customer Service 52

Customer Service Contact Center outsourcing Coaching 52

Noble Systems

JUNE 26, 2020

Interactive Voice Response (IVR) is an automated system generally used by contact centers that answers incoming calls and then interacts with callers via recorded prompting to gather information. The IVR system then uses routing rules to send the call to either an agent or a self-service application.

Interactive Voice Response 98

Interactive Voice Response Contact Center Technology Real estate 98

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79