SharpenCX

MARCH 16, 2020

They can help develop the best remote business continuity plan for your company and assist with a seamless transition. And, regularly in the coming weeks, we’ll post tips, advice, and best practices to help your managers and executives run a suddenly remote team. Please be safe and know we’re here to help.

contact center workforce 76

contact center workforce Contact center software Contact Center Best practices 76

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support. Its role is to maintain the best practices and requirements in the COPC CX Standard.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. However, the two main components are Quality Management and Workforce Management.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

TechSee

FEBRUARY 12, 2019

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. Information from each customer contact is collected, labeled by the agent, and stored for future use.

Self service 111

Self service Contact Center contact center workforce Banking 111

COPC

JULY 20, 2023

Research Global Benchmarking Series, Contact Center Workforce Management Insights into organizational customer experience objectives, the challenges they face and the programs in place to deliver a seamless experience when customers reach out for support.

Service level 71

Service level Abandon rate contact center workforce Contact Center 71

Playvox

MARCH 21, 2022

Members of this generation often possess qualities that are tailor-made for the contact center. They value hard work and are naturals at building relationships, making them eager to nurture your customer experience. Knowing how to manage Baby Boomers will help you make the best use of their skill sets.

Contact Center 82

Contact Center contact center workforce Coaching Surveys 82

Fonolo

OCTOBER 3, 2018

Unfortunately, some contact centers still insist on a no-hangup rule (agents are penalized for ending a call) in order to improve or sustain metrics; and they do not offer moral or psychological support to front-line agents who live through some horrific experiences on the job.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

NICE inContact

OCTOBER 7, 2019

Paul Jarman , NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series.

Marketing 55

Marketing Customer Experience Self service Contact Center 55

DMG Consulting

APRIL 15, 2020

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

Playvox

JANUARY 5, 2022

Kudos for agents going above and beyond to provide outstanding customer service can be viewed, shared, and commented on by others on the team. Related Article: 7 Best Practices for Keeping Your Hybrid Contact Center Team Connected. Training takes time away from an agent’s customer-facing job function.

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

Serenova

MARCH 23, 2020

We know contact centers and their agents are on the front lines responding to the coronavirus, and you’re stretched thin in every way. We understand the strain you’re experiencing operationally, while trying to maintain positive customer experiences.

Contact Center 80

Contact Center contact center workforce Government Healthcare 80

Fonolo

NOVEMBER 29, 2018

Gamification can potentially: Lower contact center employee attrition and boost productivity; Improve upon a flawed or outdated training model; Make for better customer experience via interactions with educated agents; Motivate your team to set high goals (or even vie for promotion) via healthy competitions; and/or.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

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.

Interactive Voice Response 48

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

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

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

Verint

JANUARY 31, 2018

So, an organization with 1,000 contact center agents would have 3,000 back office employees—and therefore three times the opportunity to optimize the business and provide customer experience excellence. They invest heavily to drive customer experience excellence. The overall result? Shouldn’t you?

Enterprise 39

Enterprise Healthcare Banking Contact Center 39

Verint

AUGUST 23, 2017

That means almost two-thirds of today’s employees are fairly unmotivated and more likely to be inefficient, make mistakes, offer a poor customer experience, feel disconnected from their work and what is happening around them—and consider looking for a different job. Think about that for a minute.

Gamification 42

Gamification Employee engagement Best practices Contact Center 42

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 15, 2017

The groundswell of interest in automating many of the traditionally routine tasks in the contact center is creating a substantial impact on both employee engagement and the customer experience, and we expect this automation groundswell will do nothing but grow in the months and years ahead. contact center industry.

Quality management 29

Quality management Call Logging Management Employee engagement 29

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

DMG Consulting

APRIL 5, 2017

Most contact center managers agree that there is ample opportunity to improve their workforce management (WFM) solution, their WFM best practices, and most likely both. In the future, contact centers must address fairness at all levels to more fully engage their employees. Final Thoughts.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Balto

SEPTEMBER 21, 2022

Louis, MO — Balto, the leader in uniting contact center agents with AI for better conversations, is excited to announce the release of a suite of features for its market-leading real-time guidance platform dedicated to improving the agent experience in the contact center. Gamification.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

DMG Consulting

MARCH 11, 2021

Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Workforce Management Product and Market Report. DMG is the primary source for market activity and revenue data and analysis for contact center IT segments.

Consulting 59

Consulting Consulting Marketing Management 59

Playvox

MAY 25, 2023

Contact centers have changed drastically in recent years. The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Playvox

MAY 24, 2023

Choosing the right call center workforce management metrics to monitor and manage in your customer support center is essential for the success and longevity of the customer experience. Workforce management metrics provide crucial insight into how well you are planning your workforce.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. You can add one or two pieces to start building your strategy or to choose best-of-breed solutions to complement your existing environment. Want to learn more?

Management 86

Management Gamification Quality management Schedule adherence 86

Verint

OCTOBER 30, 2017

Top 5 Best Practices for Extending WFO Beyond the Contact Center. Verint’s Craig Seebach, vice president, workforce optimization strategy, will present this content at 11 a.m. The contact center is often just the start of the customer’s journey. November 9; Online Webinar.

Contact Center 6

Contact Center Self service Best practices Coaching 6

Verint

FEBRUARY 21, 2018

It’s the Verint Engage global customer conference, and registration is underway for this year’s event at the Sheraton Dallas Hotel May 14 – 17. Share your perspectives on doing business with us in the Customer Experience Zone. Get a sneak peek at what Verint is planning for the future in the Product Innovation Zone.

Entertainment 36

Entertainment Best practices Journey mapping Management 36

Balto

JULY 19, 2023

Louis – Balto , a leader in uniting contact center agents with AI for better conversations, today announced it has joined the new 8×8 Technology Partner Ecosystem by 8×8, Inc. to provide enhanced customer experiences with AI-driven capabilities. About 8×8 Inc. 8×8, Inc.

Technology 52

Technology contact center workforce Coaching Contact Center 52