CCNG
JULY 7, 2021
With the pandemic finally starting to ease off, it is a good time to re-evaluate the industry best practice metrics for Contact Centers. In speaking with many executives over the years, they have questioned how these metric best practices evolved. His specialty area is Contact Center Optimization.
ShepHyken
JANUARY 29, 2021
They provide some tips and tricks to set your business up for success in the contact center. Following best practices and applying hacks has proven fruitful for a lot of contact centers. You wouldn’t have a contact center if you had no customers to start with. Invest in your agents.
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Tethr
APRIL 17, 2024
Establish these first call resolution best practices to reduce operational costs and improve the customer experience.
Fonolo
MAY 30, 2023
That’s why contact centers are investing in it in droves. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center?
Speaker: Sam Hahn, VP of Technology & Technology Evangelist, eGain Corporation
If AI is a red-hot topic, AI and knowledge management for contact centers is white hot! Register for upcoming webinar “Beyond the Hype: Contact Center AI That Works”. You will learn top trends, proven use-cases, best practices, and real-world at-scale success stories for contact center AI.
Callminer
OCTOBER 31, 2022
Read this blog for seven tips and best practices for improving CX in the contact center.
Callminer
MARCH 30, 2020
However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Best Practices for Better Remote Working. Establish and Maintain Clear Communication Practices. Make Lulls in Response Time Clear to Customers.
Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics
Is your head in the clouds when it comes to your contact center's future? If so, you're not alone; over the past three years, thousands of companies have begun the process of leaving premise-based contact center headaches behind and moving to the cloud. The top 5 tips for successful contact center cloud migrations.
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
Engagement integrates their personal goals into their work so they not only bring the quality the contact center requires, but each person feels cared about and cared for in the process — like customers require. Best practices for leaders in the contact center to truly get to know their employees and gain mutual trust.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Speaker: Tom Lewis, CEO of SmartAction
However, a common concern exists among both contact centers and customers: does this switch to self-service degrade the quality of service? Join Tom Lewis, CEO of SmartAction, and learn 5 best practices that leading organizations are using to transform to AI self-service without compromising an ounce of Customer Experience (CX).
Speaker: Dave Hoekstra, Calabrio
The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged.
Advertiser: Caras Training
10 tips for virtual contact center training that makes at-home workers feel part of the crew while they learn. Download the article to get your virtual training best practices!
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Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.
Speaker: Irit Eizips, CEO, CSM Practice
Customer service, including contact center support and other customer facing teams must then: track the right customer data to prove value was achieved, and track the right KPIs to continuously improve their customer success strategy. What the best practices are for tracking and proving customer value.
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