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 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

Cisco - Contact Center

JANUARY 10, 2023

Define – Business Model Innovation / Industry Transformation, Machine 2 Machine; Augmented Decisions / Self Learning Analytics; Inventory Digital Assets; New Growth and Constant Innovation. Most importantly, workshops are customized to address the customer’s business problems, including strategy, implementation, and enablement.

Banking 145

Banking Enterprise APIs Contact Center 145

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Engineering Education Banking 52

NobelBiz

SEPTEMBER 5, 2023

In both inbound and outbound contact center operations, the connection rate is the vital pulse that fuels performance. Christian Montes, Executive Vice President Client Operations @NobelBiz Factors Affecting Connection Rate Several factors impact the connection rate in contact centers.

Contact Center 59

Contact Center Telemarketing Telecommunications Call Center 59

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? CSAT = (number of positive responses / the total number of responses) x 100.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NobelBiz

APRIL 3, 2023

Generally speaking, in the contact center space, people tend to look at the one-to-one interaction with an agent as the primary means of obtaining information about products and services. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries. You guessed it; it’s money.

Self service 52

Self service Contact Center Interactive Voice Response Banking 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

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. of podcasts worldwide.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

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

AWS Machine Learning

NOVEMBER 18, 2022

First, there are many common use cases that you can address with a combination of AI/ML and other AWS services, such as Intelligent Document Processing, Contact Center Intelligence, and Personalization among others. AIM307 (LVL 300) JPMorganChase real-time agent assist for contact center productivity.

Contact Center 76

Contact Center Engineering Analytics APIs 76

Fonolo

JANUARY 31, 2023

Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. Training topics may include things like: Compliance training QA training Technology/software training Sales/customer service training Why is Call Center Training So Important? Act it out.

Call Center 141

Call Center Contact Center Coaching Gamification 141

NobelBiz

JANUARY 3, 2024

This article delves into these trends, offering insights and strategies for outbound call centers to stay ahead in an increasingly competitive environment. Hosted by Carl Stuerke, a seasoned Contact Center Software Consultant, alongside industry experts Michael McGuire and Brad Butler, boasting 30 years of combined experience.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105

NobelBiz

OCTOBER 24, 2023

SMS text messaging In-person (for retail contact centers) Of course, the easy way of deploying, managing and tracking all these channels is to opt for a cloud contact center platform such as NobelBiz OMNI+ that allows full omnichannel operability.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? This year, we’ve published our full selection of customer service conferences and contact center summits in North America. Customer Contact East, Ft. ICMI Contact Center Expo, Ft. Customer Contact Week , Nashville.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

VHT

SEPTEMBER 20, 2018

That means we need to start thinking about planning and scheduling for the best 2019 contact center conferences. Here are some of the most anticipated 2019 contact center conferences that are definitely worth your time to attend. CCW: Customer Contact Week – Austin, TX – Dates TBD. Website: [link].

Contact Center 48

Contact Center Real estate Chief Customer Officer B2B 48

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

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

Best practices 98

Best practices Call Center Gamification Contact center software 98

NobelBiz

FEBRUARY 13, 2024

This efficiency reduces idle time and increases overall contact rates. NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

NobelBiz

FEBRUARY 15, 2023

Some call centers will run more frequent or extended calls that include all agents on the team, or a few “tiger teams” that run individual reviews for each agent. This workshop brings together at the same table the management of the contact center and the ordering client.

Calibration 52

Calibration Call Center Call Logging Quality management 52

Fonolo

NOVEMBER 13, 2018

We’re big fans of Customer Contact East and the title of April’s conference, “Realizing Your Customer First Vision”. 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. When: April 7-10, 2019.

Customer Service 108

Customer Service Contact Center Education Engineering 108

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 26, 2023

Key Components of Call Center Infrastructure Even among the industry professionals themselves, few are those that truly understand the complexity of building a competitive call center infrastructure. Of course, not even the most advanced technology cannot run a contact center by itself (yet?).

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

Calabrio

OCTOBER 20, 2020

We helped them spin up and maintain virtual or hybrid contact centers. It’s been essential to have self-service tools for agents, ways to evaluate remote workers, and voice-of-the-customer analytics. We also strive to make virtual workshops as valuable as possible for customers going through new training and implementations.

Government 82

Government Coaching Self service Analytics 82

NobelBiz

JUNE 5, 2023

Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. Using the Right Contact Center Technology Technology plays a vital role in lead generation. However, implementing and leveraging new technologies can be daunting.

Call Center 52

Call Center Scripts CRM Contact Center 52

NobelBiz

JULY 31, 2023

In the contact center world, it’s a carefully designed process that efficiently manages incoming calls, keeping customers engaged with informative on-hold messages while automatically routing them to the most suitable agent. A Pulse on Performance Embedded within call queuing systems are powerful analytical tools.

Wait times 52

Wait times Telecommunications Call Center CRM 52

NICE inContact

AUGUST 30, 2016

The lineup of distinguished speakers, exceptional training sessions, and hands-on workshops will provide you with instrumental tools to lead your organization into the future. These sessions are designed to meet the needs of those in specific contact center roles and their special areas of interest. Contact Center Manager.

Customer Experience 78

Customer Experience Best practices Contact Center Feedback 78

Calabrio

JULY 5, 2016

A major component of that is the customer service provided by contact center agents. Contact center speech analytics software can quantify speech hits and provide more visibility into how often a phrase or question is repeated. Interactions may remain calm, yet still be classified as a negative. Go the extra mile.

Customer Service 56

Customer Service Telecommunications Analytics Contact Center 56

Balto

NOVEMBER 28, 2023

Once the root causes behind low scores are identified, decision-makers within a contact center can start implementing personalized coaching sessions for agents to overcome their weaknesses and improve their performance in different customer interactions. This results in higher FCR rates and quicker, more accurate resolutions.

Quality management 52

Quality management Call Center Management Contact Center 52

Calabrio

OCTOBER 20, 2020

We helped them spin up and maintain virtual or hybrid contact centers. It’s been essential to have self-service tools for agents, ways to evaluate remote workers, and voice-of-the-customer analytics. We also strive to make virtual workshops as valuable as possible for customers going through new training and implementations.

Government 52

Government Coaching Self service Analytics 52

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

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

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

Aspect

APRIL 4, 2018

As part of our ongoing collaboration with CallMiner, we’re eagerly anticipating the Engagement Analytics Lunch we’ll be holding at the new Aspect offices on 19 th April! The post Aspect joins forces with CallMiner for Engagement Analytics Lunch on Thursday 19th April appeared first on Aspect Blogs.

Analytics 14

Analytics Consulting Consulting Technology 14

JustCall

APRIL 5, 2022

Education contact center agents can answer customer queries from anywhere. 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 . Call Monitoring. Online Fax .

voip 52

voip Real estate Interactive Voice Response Education 52

Clarabridge

MAY 9, 2018

Workshop highlights included the importance of journey mapping (and all the several iterations this can take), how to best structure a CX team (from the C-suite to the front lines), how to engage key stakeholders and deliver them the right metrics in the right way, and how to tie metrics to business outcomes.

Journey mapping 40

Journey mapping Best practices Contact Center Feedback 40