24-7 InTouch

JULY 8, 2020

This ability to change and grow was integral for all companies, especially in the contact center industry, when word of COVID-19 started to spread throughout the world. A cautiously optimistic approach is needed as contact centers adapt and respond to the shifting business landscape that has developed around COVID-19.

Contact Center 52

Contact Center At home agents Coaching Education 52

Tethr

JULY 6, 2020

Here are some areas contact centers are giving a little extra attention to after dealing with the side effects of the illness that shook up the whole world. In most industries, there was an enormous spike in customer contacts as soon as the COVID-19 outbreak hit. A real strategy for sudden increased call volumes.

Call Center 112

Call Center At home agents Contact Center Contact center software 112

Tethr

MARCH 3, 2020

Tethr’s technology works to combine what’s going on in real time with historical data for context to lead your agent to the best practices. Surface impactful coaching opportunities to help your reps reach their goals regardless of where they are working. Nail down at-home agent policies and guidelines.

Call Center 81

Call Center At home agents Management contact center workforce 81

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. For most contact centers, the cloud means increased security.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Turning a Contact Center into a Profit Center.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Serenova

OCTOBER 7, 2020

At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status. Now as many as 80 percent of call center agents are currently working from home.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. Leverage analytics to offer targeted agent training and coaching.

Best practices 140

Best practices Feedback Call Center Coaching 140