Calabrio

OCTOBER 6, 2016

These leaders: Can communicate the business value and far-reaching, positive business impact of their contact center. Are genuinely interested in the contact center workforce and how to optimize its operations. Contain the contact center environment while allowing agents to be themselves.

Contact Center 40

Contact Center contact center workforce Customer centricity Self service 40

NICE inContact

JULY 17, 2019

In this webinar, you’ll discover the benefits, challenges, tools, and best practices of building a remote workforce. Take advantage of Frontline Group’s tips, tricks, and techniques to build a strong remote workforce and implement an outstanding company culture. Interested in similar results? Stream the webinar now.

Contact center software 54

Contact center software Contact Center outsourcing Best practices 54

NICE inContact

JULY 12, 2016

With the integration of data analytics, a core contact center platform with a robust WFO suite has the potential to develop into a fully automated Workforce-Intelligent Contact Center. The post Sell the Value of Data Insights to the C-Suite appeared first on inContact Blog.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

Noble Systems

SEPTEMBER 8, 2020

COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. This blog compiles the top five best practices to help those who are transitioning to, or looking to maintain, an at-home workforce to achieve the best outcomes.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Verint

DECEMBER 5, 2017

As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement , a number of trends are making it easier to link these two functions, including: In-sourcing previously outsourced contact center functions. The increase in channel digitization.

Contact Center 28

Contact Center Best practices Enterprise outsourcing 28

NICE inContact

OCTOBER 7, 2019

The post 5 Paradigm Shifts Driving the Customer Experience Market appeared first on NICE inContact Blog. Watch our on-demand webinar, Digital First Customer Service: The Future is Here Today , to learn more about the digital transformation and how you can position your company as a leader.

Marketing 55

Marketing Customer Experience Self service Contact Center 55

Verint

JANUARY 31, 2018

Gaining management insight into whether or not associates were following standards and best practices and adhering to compliance requirements. The overall result? The organization transformed how resources, performance and work are measured and managed.

Enterprise 39

Enterprise Healthcare Banking Contact Center 39

Fonolo

MAY 7, 2015

If you want your call center or department to be successful, it’s just not enough to ensure it’s working well or adhereing to some abstract call center management best practices. Handpicked related content for you: Top Customer Service Blogs to Read in 2020. You don’t operate in a vacuum.

Call Center 126

Call Center Management Contact Center Coaching 126

Monet Software

DECEMBER 17, 2020

Applying best practices for today’s connected world will help you communicate an authentic employer brand, get to know candidates’ skills and capabilities, and accelerate call center hiring decisions. Conclusion. Recruiting during COVID-19 isn’t a complete departure from recruiting at any other time.

Call Center 118

Call Center contact center workforce Contact Center Employee engagement 118

Noble Systems

SEPTEMBER 29, 2020

Quality Management & Recording – Quickly evaluate customer interactions from all sides, recording voice and screens, as well as omnichannel sessions, for review and scoring, to ensure interaction quality and compliance with best practices. . BLOG: How Robotic Process Automation Can Augment Your Contact Center Workforce • read.

Management 86

Management Gamification Quality management Schedule adherence 86