CX Global Media

SEPTEMBER 14, 2017

The rate of change in contact centers is accelerating. Fueled by the worldwide proliferation of mobile devices, more interactions are pointed to your contact center than ever before. To survive, you must learn about chatbot best practices in contact centers NOW. Accelerate the Customer Journey.

Best practices 149

Best practices Chatbots Contact Center Coaching 149

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. Create a High Trust Environment. Here’s how!

Best practices 219

Best practices Call Center Average Handle Time virtual call center 219

COPC

MAY 31, 2022

The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. COPC CX Standard for Customer Operations and COPC CX Standard for Contact Centers, Release 7.0 COPC CX Standard for Customer Operations and COPC CX Standard for Contact Centers, Release 7.0

Best practices 104

Best practices Customer Experience outsourcing Consulting 104

LiveVox

JUNE 15, 2022

Do you want to improve your contact center's customer experience? The post 5 Best Practices for IVR Programming in Contact Centers appeared first on Livevox. Here are five tips to help you optimize your interactive voice response (IVR) programming.

Interactive Voice Response 88

Interactive Voice Response Best practices Contact Center Customer Experience 88

The Northridge Group

NOVEMBER 4, 2021

Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Frontline excellence training instructs managers in the following best practices of great coaches : Providing dedicated coaching with role modeling for the supervisors.

Best practices 136

Best practices Coaching contact center associations Contact Center 136

CCNG

MARCH 16, 2022

Almost 20 years ago, while speaking at a contact center conference, I had the opportunity to meet Amas Tenumah. We were both much younger (him more than me), but we quickly learned we were both leading contact centers for large companies. In 2020 during a world pandemic, we had the crazy idea to start our own podcast.

Contact Center 195

Contact Center CCNG Best practices Consulting 195

Callminer

FEBRUARY 5, 2020

Customer Effort Score (CES) tallies up the overall difficulty customers had in using your services. Customer Experience. The metrics covered above can work well in this area, too, but the pair below are uniquely well-suited to revealing the details of your callers’ experiences with your company.

Best practices 251

Best practices Call Center Metrics First call resolution 251

Ansafone

APRIL 2, 2019

Whether your retail enterprise relies on outsourced support to assist customers with hassle-free refunds, provide quick answers about shipping status or reassure concerned callers about a product recall, following these four best practices in retail call centers will ensure that you have satisfied customers: A central focus on customer experience.

Best practices 86

Best practices Contact Center outsourcing Enterprise 86

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. This is what they do. This is what they do.

Consulting 195

Consulting Consulting Contact Center Gamification 195

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Cyara

JANUARY 12, 2024

When it comes to customer experience (CX) in the contact center, performance is everything. Whether it’s a dropped call, an extended wait time, or a frustrating handoff across channels, customers will remember these bad experiences.

Best practices 76

Best practices Wait times Contact Center Customer Experience 76

Ansafone

AUGUST 30, 2018

Healthcare Contact Center Best Practices Medical centers have unique needs that require healthcare call center companies to ensure compliance with federal regulations, careful handling of high call volumes and delivery of meaningful customer experiences along with implementation of industry best practices [crosslink].

Best practices 162

Best practices Healthcare Call Center outsourcing 162

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. Every time.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

24-7 InTouch

FEBRUARY 13, 2024

Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico. It also demonstrates both companies desire to drive greater depth of expertise and knowledge in the customer experience industry.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

Myra Golden Media

APRIL 6, 2023

However, as a contact center representative, it’s your responsibility to deliver this news in a way that’s sensitive, empathetic, and effective. By following these tips, you’ll be able to deliver bad news in a way that shows empathy, builds trust, and leaves your customers feeling heard and understood.

Contact Center 156

Contact Center Best practices Accountability Management 156

Call Experts

NOVEMBER 19, 2020

Have you ever considered contact centers and call centers? But, the practice doesn’t end with the lead generation. Once you receive the lead, you have to nurture their experience to convert them into customers! Once you receive the lead, you have to nurture their experience to convert them into customers!

Best practices 98

Best practices Contact Center Call Center Telemarketing 98

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. This second installment of the series will offer insights into onboarding best practices for new employees. 

Best practices 79

Best practices Employee engagement Coaching Feedback 79

Ansafone

SEPTEMBER 25, 2019

Medical centers have unique contact center needs requiring specialty BPO partner to ensure compliance with federal regulations, careful handling of high call volumes and delivery of meaningful customer experiences along with implementation of industry best practices.

Best practices 48

Best practices Healthcare Contact Center outsourcing 48

NICE inContact

NOVEMBER 16, 2021

Watch our demo video to see CXone in action and then contact us to find out more about how CXone can help you improve your business results through more satisfying customer experiences.

Best practices 104

Best practices Contact Center Customer Experience Management 104

Uniphore

JUNE 21, 2021

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. Automating the right processes can pay huge dividends — from error reduction to shorter call times — creating a measurably better customer experience (CX) and employee experience (EX).

Best practices 59

Best practices Contact Center Call Center Technology 59

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. Are you trying to boost customer sentiment ?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

NobelBiz

FEBRUARY 21, 2023

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. Presented using reports to monitor a contact center’s performance over time.

Best practices 52

Best practices Analytics Contact Center Coaching 52

Tethr

FEBRUARY 21, 2024

Here’s how contact center leaders can turn their call scoring and QA process from a check-the-box activity into a source of better customer experiences.

Best practices 62

Best practices Coaching Contact Center Customer Experience 62

Cyara

FEBRUARY 8, 2024

For some time now, contact centers have felt the pressure building to adopt or upgrade their existing conversational AI solutions. After ChatGPT went mainstream, it quickly became clear that conversational AI would forever change the way brands interact with their customers. In 2023, the dam finally broke.

Best practices 76

Best practices Contact Center Chatbots Customer Experience 76

NobelBiz

DECEMBER 11, 2023

They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. Effective call flow management has the potential to revolutionize customer service, sales, and overall business operations. Queue management includes hold music or comfort messages.

Call flow 105

Call flow Interactive Voice Response Customer Experience Contact Center 105

Playvox

JANUARY 13, 2022

While many in the contact center industry are slow to transition away from on-premise software, cloud adoption shows no signs of slowing. In the last year, contact center teams that have embraced cloud-based solutions have learned some important lessons. Customer Chit-Chat. billion in 2020. There were around 6.4

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

Vistio

APRIL 22, 2024

The allure of AI in contact centers is undeniable. From automating routine tasks to providing personalized recommendations, AI promises to revolutionize how businesses interact with their customers. Starting Small and Smart Before unleashing AI on your customers, it’s prudent to start with non-customer-facing applications.

Contact Center 52

Contact Center Agent Empowerment Best practices Chatbots 52

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Consider attending an industry event if you’d like to sharpen your management and customer service skills. You’ll be glad you did!

Contact Center 87

Contact Center Healthcare Call Center Technology 87

3CLogic

JULY 8, 2022

As organizations brace themselves for a possible recession, many are wondering what’s in store for contact centers. In fact, effective contact center management supports the customer and employee experience, streamlines operations, and also keeps costs in check. Set your sights on these best practices.

Best practices 52

Best practices Contact Center Management Analytics 52

Cisco - Contact Center

JANUARY 8, 2020

Transitioning your on-premises call center to the cloud creates enormous opportunities for growth and innovation. According to our recent global survey, 62% of contact center executives plan to implement a cloud contact center within the next 18 months. A practical and unique approach. Learn More.

Best practices 77

Best practices Contact Center Cloud contact Enterprise 77

Calltools

MARCH 20, 2024

Artificial intelligence has revolutionized how contact centers streamline processes and serve customers. While not all contact centers utilize AI, learning how the technology can serve your employees and customers benefits growth. to fulfill tasks.

Contact Center 52

Contact Center Self service Best practices Wait times 52