NobelBiz

JUNE 19, 2023

By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. In a call center setting, real-time monitoring refers to the continuous observation and analysis of customer interactions as they occur.

Call Center 52

Call Center Coaching Contact Center Metrics 52

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. According to a report by SmallBizGenius , sales representatives must make an average of 18 calls to reach one potential buyer.

Call Center 52

Call Center Scripts CRM Contact Center 52

Callminer

JUNE 24, 2019

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! Master-class Level Workshop. in the Montego AF Room of the Mirage Event Center.

Wireless 140

Wireless Analytics Education Enterprise 140

Callminer

JUNE 12, 2018

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Multichannel 140

Multichannel Contact Center Analytics Cloud contact 140

Callminer

JUNE 12, 2018

Contact Center Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Contact Center 140

Contact Center Multichannel Analytics Cloud contact 140

Fonolo

JANUARY 22, 2020

With a totally flexible event experience, attendees can access a range of workshops — as well as 1:1 time with Oracle’s own experts — to help take their CX game to the next level. Who Should Attend: Customer experience leaders, call center managers, customer support managers and directors.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. SOCAP Wisconsin Chapter – Six Sigma White Belt Training Workshop April 12, Madison, WI. Attend workshops and sessions.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NobelBiz

JULY 31, 2023

As we delve into the fundamentals, you’ll discover how call queuing empowers businesses to build lasting customer relationships and cultivate a reputation of unparalleled service. The Science Behind the Queue Every call that reaches a call center passes through a systematic evaluation process.

Wait times 52

Wait times Telecommunications Call Center CRM 52

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Big Data & Analytics for Retail Summit : June 6-7, Chicago, IL. SOCAP 2018 Data Reporting Workshop : June 12-13, Chicago, IL.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

Fonolo

NOVEMBER 13, 2018

On the agenda for 2019 are the following topics: Analytics and AI; agents and automation; efficiency and effectiveness; multi-channel and omni-channel; and customer and digital experiences. The day includes a wealth of networking opportunities, roundtable discussions, and expert-led workshops. This is one is not to be missed!

Customer Service 108

Customer Service Contact Center Education Engineering 108

NobelBiz

MAY 9, 2023

One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance. We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Avaya

AUGUST 2, 2017

They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social. English explained how enterprises can bridge a digital gap by engaging in a Discovery Workshop. Check out our eBook, Fundamentals of Digital Transformation.

Enterprise 63

Enterprise Big data Analytics Technology 63

Callminer

MAY 27, 2020

To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Maybe your team would benefit from a creativity workshop or team-building seminar to improve in-office relationships.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

CX Journey

JULY 14, 2016

This is also another marketing area badly in need of holistic customer insight rather than assuming only research or only analytics will do). In summary, a collaborative approach bringing together multiple teams from across your business in structured workshops, using material curated by your insight teams, has huge potential.

Analytics 35

Analytics Finance Marketing Advertising 35

NobelBiz

JUNE 26, 2023

Managing a call center goes beyond delivering exceptional customer service. It requires a deep understanding of the importance of call center infrastructure to maintain a seamless operation. With that in mind, let’s take a closer look at the challenges of maintaining and upgrading call center infrastructure.

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

NobelBiz

MARCH 21, 2023

In the contact center world, efficiency is paramount, hence the importance of progressive dialer software. Every call center manager avidly searches for tools and methods to improve their contact center performance further and provide everything their agents need to achieve their highest productivity.

Contact Center 52

Contact Center contact center solutions Call Center Best practices 52

CSM Magazine

JUNE 12, 2023

By understanding the nature and nuances of contact center fraud, it is possible for companies to respond proactively and develop strategies aimed at preventing, detecting, and ultimately stopping this growing threat. These tools analyze historical data to predict and detect fraudulent activities.

Contact Center 52

Contact Center Engineering Education Banking 52

Avaya

JUNE 9, 2017

They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social. To learn more about our Professional Services Discovery Workshop, download the webinar replay.

Enterprise 41

Enterprise Big data Analytics Technology 41

aircall

MAY 19, 2021

Saint Lucia — This Caribbean paradise took a cue from Portugal’s tourism board and launched a series of videos called “Seven Minutes in Saint Lucia”. They invited viewers to escape with a virtual yoga class, meditation session, cooking class, or cocktail-making workshop in just seven minutes. Mapping Out Your New Customer Experience.

Government 62

Government Entertainment Call Center Marketing 62

Clarabridge

SEPTEMBER 21, 2017

It then requires using clever analytics to measure the process, the experience and not just the costs. In 2016, we at Smith+Co teamed up with Clarabridge to author an ebook and deliver a workshop to illustrate why contact centres need to become “customer experience centres”.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

aircall

MARCH 1, 2021

Below are 8 call center metrics that matter the most when measuring the performance of your team (which you can apply to any industry): Average call length determines the time your team takes to resolve an issue. . Encourage your call center agents to listen without interrupting for the first six seconds of the call.

Customer Experience 62

Customer Experience Customer Service Call Center First call resolution 62

NobelBiz

APRIL 3, 2023

This could result in considerable financial savings for contact centers; for instance, if a 100-seat call center has agents handling an average of 10 calls per hour and deploying Interactive Voice Response (IVR) technology to reduce the total time spent on each phone call by one minute, the cost savings could exceed $250,000 per annum.

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

aircall

DECEMBER 11, 2018

A lot of specialized agencies offer custom workshops for your sales reps based on your industry and target audience. The post How to Keep Your Sales Team Motivated appeared first on Customer Experience & Cloud Call Center | Aircall Blog. By providing training, you ensure your sales reps stay on top of the latest trends.

Sales 54

Sales Engineering CRM Marketing 54

GetFeedback

JULY 19, 2019

Use real quotes, call center recordings, and other powerful emotional data to share what’s really going on with your customers. Operational data like First Call Resolution (FCR) in your contact centers and customer churn and retention rates help you understand the big picture results in your VoC strategy. And guess what?

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

NobelBiz

JANUARY 3, 2024

Outbound call centers are evolving rapidly, driven by technological advancements and changing market dynamics. In 2024, several key trends are set to redefine the landscape of these centers. Advanced AI Integration: Beyond Customer Service Artificial Intelligence (AI) is no longer a novelty in call centers.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105

aircall

DECEMBER 13, 2018

The fact that only two metrics are consistently tracked by more than 25% of customer support leaders suggests analytics is an area in need of improvement. Improved data analytics.” – Respondent #153. Everything an effective customer support representative needs to know can’t be neatly compressed into one two-day workshop.

Surveys 54

Surveys Customer Support B2C CRM 54

Fonolo

JUNE 17, 2015

But training new and old employees on an ongoing basis can be tough, so here’s a guide to contact center training, along with our top call center training ideas and methods you can put into practice: Our 15 Most Powerful Call Center Training Methods Are: Hold regular training sessions. What is call center training?

Call Center 96

Call Center Gamification Coaching Contact Center 96

NobelBiz

OCTOBER 24, 2023

Check out this great article on crucial pain points in call center management. Unlock the secrets to successful call center operations with this insightful article. You’ll need the right tools and data analytics capabilities to paint the big picture accurately. Let’s take a closer look.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

Verint

APRIL 23, 2018

Pre-conference workshops , user groups, and a broad range of informative breakout sessions offer many opportunities to learn how to leverage Verint solutions more effectively to meet real-world business challenges.

Best practices 31

Best practices Contact Center Feedback Customer Experience 31

NobelBiz

AUGUST 28, 2023

Real-Time Analytic tools provide insights into agent performance, customer sentiment, and channel effectiveness, allowing for quick adjustments and data-driven decisions. Speech and Text Analytics can monitor interactions, identify trends, and uncover customer insights, enhancing agent training and performance optimization.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Verint

MARCH 29, 2018

Achor’s presentation is just one highlight from an action-packed week that will include pre-conference workshops focused on key solution areas, along with user groups, networking opportunities, and a broad range of informative breakout sessions.

Big data 23

Big data Journey mapping Customer Experience Management 23

Playvox

MARCH 27, 2023

Training programs should be designed to meet the specific needs of the contact center and its agents. This could include a combination of classroom training, on-the-job training, learning courses , and workshops. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

NobelBiz

SEPTEMBER 5, 2023

Telemarketing and call center operations form the backbone of many businesses, enabling them to connect directly with their audience. Connection Rate: A Closer Examination The connection rate refers to the percentage of successfully connected calls out of the total attempted calls.

Contact Center 59

Contact Center Telemarketing Telecommunications Call Center 59

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Dennis Wakabayashi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

aircall

DECEMBER 27, 2017

Here, the analytics have an important role to play. What is your average inbound call duration? Precise data can help you identify areas for improvement and pinpoint lengthy calls for optimized service. Can your representatives provide knowledgeable and quick resolutions? What about individual agents?

Interactive Voice Response 90

Interactive Voice Response Customer Service Wait times Analytics 90

JustCall

APRIL 5, 2022

This provides answers without the need to call and saves manual typing of text replies. SMS bots allow agents to solve frequent queries around timings of online classes, fees for online workshops, registration for online tests, details of online practicals, and so on. Performance Analytics and Insights .

voip 52

voip Real estate Interactive Voice Response Education 52