Calltools

OCTOBER 19, 2022

The holiday season — less than seven weeks away now — is almost always the busiest time of the year for contact centers. Call volume was up 41% in the five days from Thanksgiving to Cyber Monday last year as customers flooded phone lines with inquiries, requests, and complaints. Follow these nine holiday contact center tips!

Contact Center 52

Contact Center Gamification Upselling Scripts 52

BlueOcean

AUGUST 9, 2021

Contact center technologies are certainly in the mix of acceleration. In fact, many recent developments promise to reshape the landscape of customer service completely. The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. This is my top ten list of really dumb things that smart call and contact center executives do. Contact Center staff is one of the most expensive and important assets within the Contact Center.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Eckoh

JUNE 10, 2020

It’s changed how we think, live and work and why it’s important to build resiliency into contact center operations. We’ll be looking at: Ways to succeed with reduced agent numbers. How to protect the customer experience with work-at-home agents.

Contact Center 52

Contact Center At home agents Customer Experience Customer Service 52

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

SEPTEMBER 20, 2021

Contact Centers’ Road Map to Success in the New Normal. Contact Centers Moving Forward at an Accelerated Pace. These include modifications to fundamental business activities—how products and services are distributed, and how and by whom customer service is delivered. May 25, 2021 Donna Fluss.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

SharpenCX

JULY 23, 2020

Agents juggle phone calls, quickly type out emails and talk down angry callers. We’ve seen the typical call center in TV shows or in movies. This scene makes for good drama, but today contact centers look different. . Contact centers are no longer confined to those windowless rooms with cubicles.

Contact Center 101

Contact Center Call Center Education At home agents 101

pindrop

APRIL 30, 2020

A short history of how the pandemic has unfolded – how contact centers have faired and how fraudsters have taken advantage. Business continuity plans have been pressure tested beyond their author’s expectations, with the effects felt in operations, security, and customer experience.

Contact Center 75

Contact Center Banking Government At home agents 75

DMG Consulting

JANUARY 29, 2021

Answer: Remote workers, whether performing their job responsibilities off-site temporarily as a result of the pandemic, or agents who regularly rotate between home and contact center locations, as well as dedicated work-at-home employees, depend on mobility to help them effectively and efficiently perform their jobs anytime, anywhere.

Gamification 101

Gamification At home agents Self service Contact Center 101

NICE inContact

NOVEMBER 8, 2018

That’s terrific news for workers, but contact centers planning to staff up for the holiday season must be sweating a little. So, yes, contact centers who need to staff up to meet holiday demands are going to face some additional challenges this year. Is it getting hot in here? It’s worth thinking about.

Contact Center 48

Contact Center outsourcing At home agents Cloud contact 48

Skybridge

APRIL 29, 2020

Case in point: if your pre-pandemic customer care contact center was already fully transitioned to a remote workforce, comprised of high performing, at-home agents, you were in the lucky minority. Together, we are all learning how powerfully a global pandemic can derail even the best laid plans.

Contact Center 52

Contact Center At home agents Customer Care Marketing 52

Skybridge

APRIL 29, 2020

Case in point: if your pre-pandemic customer care contact center was already fully transitioned to a remote workforce, comprised of high performing, at-home agents, you were in the lucky minority. Together, we are all learning how powerfully a global pandemic can derail even the best laid plans.

Contact Center 52

Contact Center At home agents Customer Care Marketing 52

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. Ensuring Post-Migration Success.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

Outsource Consultants

OCTOBER 4, 2021

And don’t be fooled — businesses that outsource customer service are not dodging their responsibility to their customers, they’re embracing it. Customer service outsourcing through contact center partners represents one of the fastest-growing, most impactful channels that business leaders can deploy.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

Skybridge

MAY 10, 2022

For North American brands and the customer care teams who support them, 2020 launched a period of upheaval, unforeseen challenges, and wildly fluctuating consumer needs. Today, these pain points continue to undermine customer experience, loyalty, and profitability. Why were so many call centers caught so tragically off guard?

At home agents 52

At home agents Customer Care Contact Center Engineering 52

Taylor Reach Group

JUNE 20, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 3/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. The experience factor starts to decline with the increase of the chats being attempted to handle. Chat in Relation to Voice.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). Contact Center .

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

COPC

OCTOBER 22, 2021

certification to improve CX, measure and analyze performance, utilize customer feedback and leverage the customer experience best practices outlined in the COPC Customer Experience (CX) Standard. certification status for its work-at-home operation in 2019. certification experience here.

At home agents 52

At home agents Technical Support Best practices Contact Center 52

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. Turning a Contact Center into a Profit Center. Is an Improved Customer Experience Leading to Revenue Growth?

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Eckoh

JUNE 19, 2020

Even if your contact center is PCI DSS compliant, you are still at serious risk of a breach. 8 PCI DSS challenges prohibit you from benefiting from Work-at-Home agents. There’s a false sense of security that if you’re PCI DSS compliant, your contact center isn’t at risk. 1: Compliance doesn’t equal security.

Interactive Voice Response 52

Interactive Voice Response Contact Center At home agents Sales 52

BlueOcean

MARCH 24, 2022

With everything shifting so quickly, many customers were more tolerant of longer wait times and challenges in achieving first call resolution. Today, a typical consumer wants customer service that is defined by easy access to a fast and effective resolution. It makes for a rapidly changing landscape—and your customers are here for it.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

Aspect

SEPTEMBER 21, 2018

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest. Define the Home Office.

At home agents 78

At home agents Coaching Gamification Metrics 78

Skybridge

JULY 21, 2020

In his article for SmarterCX, Stephen Fioretti takes a look at the long term effects – and benefits – that COVID-19 is already having on customer experience. I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. 5 Customer Experience Trends That COVID-19 Is Only Accelerating.

At home agents 52

At home agents Wireless Government Contact Center 52

Outsource Consultants

NOVEMBER 17, 2021

LMS software has emerged as a great new way to drive employee engagement for remote and in-office workers alike, giving agents and clients more flexible staffing options to improve utilization and reduce costs. Support – BPOs continue to refine training and agent support, including customer experience as well as employee experience.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

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. Don’t micro-manage agents.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

NICE inContact

MARCH 23, 2016

Hear what Rajeev had to say about inContact’s cloud contact center solutions , our strategy for leading the market in cloud technology, and how customers can properly deploy our solutions to meet their business needs. “If They want to scale up, scale down, they can bring in work-at-home agents and remote agents.

Enterprise 48

Enterprise At home agents contact center solutions Cloud contact 48

Platform28

DECEMBER 11, 2014

Platform28 Intelligent Call Routing ensures the highest degree of accuracy in allocating inbound calls to the right agent at the right time. Allows fine-grained control in shared-agent pool scenarios. Increase agent utilization and ROI with Platform28 Intelligent Call Routing.

At home agents 40

At home agents contact center solutions Contact Center Personalization 40

Cisco - Contact Center

SEPTEMBER 3, 2020

Companies have learned from past experiences to ensure that their applications and data are hosted in more than one data center, preferably in different cities or countries. The start of 2020 brought a new challenge and opportunity to our contact center service – working from home on a global scale.

Contact Center 87

Contact Center Telecommunications Wireless At home agents 87

Vistio

MARCH 15, 2022

Leveraging over 20 years of business process outsourcing and experience, Terry is one of the subject matter experts on technology, remote working, customer experience (CX), and GigCX. What type of contact center or organization as a whole, would most benefit from LiveXchange? That leads me to my next question.

Gamification 52

Gamification outsourcing Contact Center Technology 52

Serenova

AUGUST 23, 2019

For most contact centers, back-to-school signals the starting line for ensuring you’re prepared to flexibly scale for seasonal business demands, including the expected—and unexpected—spikes in traffic that start now and continue through year-end. Yet, driven by the schedules of two pre-teens, preparation for the unexpected is a must.

Customer Experience 65

Customer Experience contact center solutions Contact Center At home agents 65

NICE inContact

APRIL 13, 2016

The same is true of any industry including contact centers. Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Are your agents prepared to answer customers’ questions?

Contact Center 69

Contact Center Management At home agents Coaching 69

VocalCom

APRIL 14, 2020

While face-to-face agencies are closing, contact centers are vulnerable at this time, and companies must find swift solutions for ensuring business continuity without jeopardizing their staff. million customers in the São Paulo region. Moving SABESP agents to a work-from-home model while increasing contact center capacity.

contact center solutions 62

contact center solutions Contact Center At home agents CRM 62

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

DMG Consulting

AUGUST 3, 2020

Interaction analytics (IA) is a highly valuable application for contact centers, with even higher potential for making major contributions to other enterprise departments. The pandemic has changed contact centers in what is hopefully a lasting way. The uses of IA have been expanding inside and outside of contact centers.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

NICE inContact

DECEMBER 9, 2015

As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. Searching for the Ideal Contact Center System. Scalability to satisfy seasonal call volumes. Flexibility to handle growth.

Customer Service 75

Customer Service Contact Center Telecommunications Call Center 75

Xaqt

JUNE 1, 2020

Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures. Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52