SmartAction

AUGUST 5, 2019

While DSW has encountered tremendous growth, that has also meant mounting customer service pressure yielding millions of inbound calls per year. DSW turned to SmartAction in 2018 to collaborate on a self-service strategy to augment their NICE inContact platform with conversational AI.

Average Handle Time 57

Average Handle Time Virtual Agent Self service Contact Center 57

Fonolo

NOVEMBER 17, 2020

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.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Teams Had to be More Empathetic. Nobody escaped the endless waiting times. .

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. per contact, while self-service channels cost about $0.10

Virtual Agent 78

Virtual Agent Self service Transportation Customer Experience 78

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. My Customer Service Master Class might be a good fit for training on soft skills.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

JustCall

MARCH 7, 2023

Introduction Contact centers are one of the most underrated departments of a business. It is important to equip your call centers with the right toolset and insight for them to function well. Nearly half of customer service agents already find it hard to manage tough conversations. What Is Contact Center Analytics?

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

Vistio

JANUARY 16, 2024

As companies strive to maintain their competitive edge and foster customer loyalty, modern contact center technology solutions, like next-best-action guidance and automation, can be invaluable in optimizing processes and empowering agents to deliver outstanding experiences consistently.

Contact Center 52

Contact Center Customer Experience Average Handle Time Analytics 52

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially. Computer Vision AI – Reinventing the Contact Center. However, most of these innovations revolve around language. Image to text.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Fonolo

DECEMBER 17, 2019

Modern consumers are no longer willing to accept poor customer service. In fact, more than 80% of customers now say the experience a company provides is as important as its products. It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace.

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. Time – help agents resolve customers’ issue faster.

Call Center 196

Call Center Self service Gamification Contact Center 196

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. It’s the acronym for Unified Communications as a Service. That’s where sophisticated UCaaS contact center software can be of immense use.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care?

Contact Center 62

Contact Center Customer Experience Chatbots Customer Care 62

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Until you start measuring customer experience , you could easily be falling behind the competition.

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Fonolo

APRIL 6, 2020

The Best Apps for Virtual Contact Center Teams. We’re going to walk you through some of the best remote contact center technology and apps to use for your business and remote teams. HubSpot is one of the leading players in the contact call center space and is one of the best CRM systems for most businesses.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. This difficulty includes finding contact center agents. There are creative measures every call center can take to address agent staffing shortages. Higher queue times. Don’t despair.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

JustCall

MARCH 7, 2023

Brands have already made the move to upgrade from basic call centers to contact centers for the agility and flexibility that they provide. Addressing this gap between expectation and capacity, contact centers offer extended functionality and better efficiencies. What is a Contact Center?

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

NobelBiz

APRIL 18, 2023

The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful. Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. It enhances all customer service KPIs, including those measuring contact center productivity and CX quality.

Technology 117

Technology Customer Service Self service Contact Center 117

TechSee

OCTOBER 22, 2019

Contact centers are perfectly placed to predict imminent customer queries. They’re already armed with a wealth of data about the actions customers have or haven’t taken along their journeys and the issues that are likely to arise in the near future. Improve self-service options. Next Issue Avoidance.

Contact Center 84

Contact Center Average Handle Time Metrics Self service 84

Xaqt

JUNE 23, 2020

Chatbots can improve customer service by automating customer interactions on your website that would otherwise need to be handled by a live agent. Chatbots can also improve Service Levels, reduce Call Abandon Rates and reduce your call center costs by deflecting calls into the contact center.

Chatbots 52

Chatbots Abandon rate Average Handle Time Customer Service 52

TechSee

FEBRUARY 3, 2020

Contact center attrition rates are notoriously high. According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in US contact centers ranges between 30 and 45 percent, which is more than double the average for all occupations.

Customer Service 109

Customer Service Contact Center Best practices Average Handle Time 109

Expivia

MAY 4, 2021

Call centers often don’t spend enough effort on customer service. And customer service is truly dead when profits outrank everything. . Is there a way to offer incredible customer service and still scale your sales goals? In fact, customer service is the only way you can grow your business.

Customer Service 86

Customer Service Interactive Voice Response Call Center Average Handle Time 86

HGS

APRIL 24, 2018

What Is Good Customer Service? The road to optimized customer experience is a long and winding journey, and you may find yourself often asking, “Are we there yet?” In other words, do you think your company’s customer service is better than it really is? Start with Answers to 5 Questions.

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

CCNG

JULY 27, 2022

Call center executives track strategic metrics and KPIs to make a business case for good customer service on behalf of their clients. This hurried approach frequently left customers feeling dissatisfied. With the shift to multi-or omnichannel contact centers, today's emphasis is on customer experience.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

NICE inContact

NOVEMBER 28, 2018

If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe its call volumes that exceed contact center capacity. When you transform contact center inefficiencies into proficiencies you are transforming money “wasted” into money saved.

Contact Center 48

Contact Center Schedule adherence Average Handle Time First call resolution 48

DMG Consulting

DECEMBER 11, 2017

KPIs for Managing your Contact Center . Contact centers are highly complex operating environments with a lot of moving parts and activities. In other contact centers the data is stale by the time it is received, making it essentially ineffective for helping the manager control their own destiny and performance.

Contact Center 54

Contact Center Average Handle Time Management Abandon rate 54

TechSee

DECEMBER 22, 2019

The contact center agent’s job is getting harder. The ongoing shift to self-service has brought about many positive changes to the customer service field. Call volumes in many contact centers are down along with the cost to serve. Seven types of successful contact center agents.

Call Center 124

Call Center Personalization Contact Center Self service 124

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. This can lead to cost savings in staffing expenses.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies.

Technology 122

Technology Customer Service Gamification Contact Center 122