Remove Average Handle Time Remove Contact Center Remove Customer Experience Remove Employee engagement
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The Efficiency Equation: Tackling Hidden Costs in Contact Centers

CCNG

Poorly managed contact center QA programs can lead to costly inefficiencies. This third article in our series reveals how robust quality assurance practices can support efficiency, engagement and profitability. These issues lead to unpredictable KPIs, disappointing customer experiences, and inflated operational costs.

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8 Tips for Selecting an Effective Contact Center Strategy

Fonolo

If you’re reading this, chances are you’ve decided up your contact center game. Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. We’ve got eight essential tips so you can start improving your contact center today.

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How to Improve Contact Center Agent Performance

Fonolo

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. After all, these are the people who connect with dozens of your customers each day and support them with any issues or challenges they may have.

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Contact Center Trends 2021: The CX Watershed

Fonolo

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.

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Action Changes Things: Make it Happen in 2021

CCNG

Automation Continuing to drive operational efficiency will be a focus and finding ways to improve AHT (Average Handle Time) is not only realistic but achievable and measurable. Employee Engagement and Development As leaders, we were faced with several challenges this year.

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CX and Contact Center Priorities and Technology Investments for 2023

DMG Consulting

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

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3 Performance-Boosting Benefits of Contact Center Gamification

Playvox

Is gamification the right choice for your contact center? Are your employees excited to come to work each and every morning? Employee engagement is one of the most challenging aspects to master in the contact center. Improving results – Reduce average handle time and increase CSAT.