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. Quality Management (QM) Solution.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

JustCall

JANUARY 19, 2023

Large companies usually have call centers to: Provide help to customers Answer their questions Carry out marketing through the phone Perform market research But each of these jobs has changed a lot in the past few years, making the contact center possible. What is Call Center Optimization?

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

JustCall

MARCH 7, 2023

And the only way to succeed is through an effective contact center management system. This blog will look at the tips and best practices for contact center management. Follow them to optimize your contact center operation and ensure smooth customer service.

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. Would you want those customer experiences factoring into your NPS? If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program.

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. Would you want those customer experiences factoring into your NPS? If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program.

Quality management 54

Quality management Analytics Customer Experience Management 54

JustCall

MARCH 9, 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers. What are Contact Center Software Solutions?

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

NICE inContact

APRIL 18, 2019

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? Analytics can help you get immediate answers to critical questions, immediately identify trends that negatively impact customer experience and reduce supervisor effort.

Quality management 64

Quality management Analytics Management Contact Center 64

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? It’s also sometimes referred to as quality assurance.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Serenova

MAY 13, 2020

For contact centers, that means customer patience may be waning at the same time agents are increasingly stretched and taxed under the weight of high (and higher) call volume. But this is when positive customer experience will earn brands the long-term loyalty necessary to sustain—and even thrive—through and beyond crisis.

Contact Center 75

Contact Center Calibration Quality management Coaching 75

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. For press inquiries, contact Drew Pizzini at dpizzini@jacada.com.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

CSM Magazine

DECEMBER 15, 2022

Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. After all, your customer support team is the heart and soul of the customer experience (CX). Prioritize customer engagement.

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

Fonolo

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever.

Call Center 147

Call Center Management Benchmark Contact Center 147

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

Playvox

JANUARY 12, 2023

No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. Remote and hybrid work are no longer hard-to-find benefits in customer support centers.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Some contact centers experience almost no turnover at all.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Serenova

JANUARY 7, 2020

Time and time again, we’ve seen, firsthand, how our technology solutions fuel growth by transforming the customer experience. So, we created a true cloud contact center solution that could. Today, that solution unifies everything from customer engagement to quality management to analytics.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. To address this issue, COPC Inc.

Call Center 97

Call Center Gamification Coaching Employee engagement 97

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

NICE inContact

JUNE 5, 2019

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. So how can you effectively “treat” your contact center with invaluable coaching medicine? Select the Right QM Platform.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges.

Management 88

Management Gamification Calibration Quality management 88

COPC

SEPTEMBER 30, 2022

The innovative technology aligns quality results with the customer experience and key business metrics. Management at all levels can receive actionable real-time data and immediately uncover the root causes of performance issues. As a leader in the contact center industry, COPC Inc. About COPC Inc.

Calibration 63

Calibration Best practices Quality management Benchmark 63

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation. The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S. contact center industry, and likely the global contact center industry.

Quality management 29

Quality management Call Logging Management Employee engagement 29

NICE inContact

OCTOBER 23, 2019

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Using random customer interactions to analyze customer experience or agent performance, hinders the ability to target strategic improvement initiatives.

Contact Center 48

Contact Center Analytics Quality management Call Center 48

DMG Consulting

APRIL 14, 2023

Interaction analytics applications capture and report on what is happening, enabling companies to measure the impact of their actions on their customers and prospects. Feature-rich IA solutions deliver significant benefits to contact centers.

Analytics 48

Analytics Quality management Enterprise Contact Center 48

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. You need to keep up with constantly growing and shifting customer expectations. You manage employees in an industry that has one of the highest turnover rates out there. Choose the right contact center solution. Managing your contact center takes time and effort.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running. They will give you the flexibility to customize your solution.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

COPC

JULY 8, 2021

continues to deliver value to contact centers and customer experience industries by maintaining strong programs that give our customers actionable training, resulting in higher CSAT scores and reduced costs within their operations. “It has been an excellent training experience.

Best practices 52

Best practices Contact Center outsourcing Quality management 52

NICE inContact

OCTOBER 29, 2019

But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs. million calls and 1.5

contact center solutions 48

contact center solutions Contact Center Abandon rate Business Process Outsourcing 48

NICE inContact

DECEMBER 4, 2018

At some point, every contact center faces the stark reality of needing to modernize. You’ve got teams of agents but only rudimentary quality monitoring. You’re not alone: Determining how to bring your contact center current actually involves a complex web of purchase decisions that can be downright daunting.

Contact Center 49

Contact Center APIs contact center solutions CRM 49

Serenova

MAY 1, 2020

The recognition deficit and its negative impact are especially acute right now when stress is elevated for contact center agents and the customers they’re trying to help. They perform at high levels, form better relationships and deliver optimal customer experiences. Recognition is one antidote.

Morale 98

Morale Coaching Contact Center Quality management 98

DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

The Northridge Group

APRIL 22, 2020

Taking Quality Programs to the Next Level. Traditional contact center quality programs typically include a team of experts who evaluate agent and business performance through calls, email, chat, and social media to ensure customer service excellence.

Analytics 82

Analytics Contact Center Best practices Call Center 82