Spearline

JUNE 2, 2022

It’s been widely noted that the last two years of pandemic have forced an acceleration of the digital transformation of many companies, not least those operating contact centers. So what are the contact center trends for 2022? And, more specifically, what are the contact center technology trends for 2022?

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CCNG

JUNE 29, 2022

A key point for Elaine is how companies are undervaluing the contact center and the rich opportunities that exist there to gain customer insights. And of course we talk travel with a heartwarming story of being welcomed into homes across Cuba and how to be a traveler in your own city.

CCNG 369

CCNG Contact Center Surveys Customer Experience 369

Fonolo

AUGUST 29, 2023

As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty. In this blog, we’ll take a close look at what’s involved in active listening. The post Active Listening for Contact Center Agents first appeared on Fonolo.

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Contact Center Call Center Abandon Call Construction 67

Aspect

SEPTEMBER 27, 2017

The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. By making strides to be an early adapter to emerging technologies, you set your contact center apart from the competition and put yourself in a position to continue exceeding your customers’ needs.

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Contact Center Chatbots contact center solutions Interactive Voice Response 141

ShepHyken

NOVEMBER 30, 2018

Actual customer contact agents, however, prioritize something else: the effort required to perform their work. Agents obviously value bright contact centers and great salaries, but their daily happiness hinges far more greatly on systems and processes. That recommendation is, of course, the epitome of a cliché.

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Abandon rate Journey mapping Average Handle Time Customer centricity 236

Vistio

JANUARY 16, 2024

As companies strive to maintain their competitive edge and foster customer loyalty, modern contact center technology solutions, like next-best-action guidance and automation, can be invaluable in optimizing processes and empowering agents to deliver outstanding experiences consistently.

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Contact Center Customer Experience Average Handle Time Analytics 52

Balto

JUNE 22, 2023

Imagine your contact center agents were engaged and highly motivated. That’s the dream for every contact center leader. It’s also been a top challenge over the 25 years I’ve worked with contact centers. For example, one contact center gave agents an incentive for achieving good survey scores.

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Contact Center Surveys Coaching Consulting 59

CX Global Media

JULY 17, 2018

How would you describe your contact center supervisors? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. Ineffective? Overworked? Undertrained? Dream team? The Supervisor Journey.

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Contact Center Coaching Construction Call Center 179

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

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Contact Center Call Center Average Handle Time Real estate 334

Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts. Accessible NOW! Agent Analytics (28.4%

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Self service Contact Center Chatbots Average Handle Time 66

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. Over the course of multiple customer service interactions, this pool of customer data becomes an increasingly valuable asset. Let’s start connecting some dots.

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Customer Service Contact Center Technology Big data 226

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. Of course, there are other tactics that customer experience professionals can explore. Shep Hyken. My daughter Caroline’s class recently had their 8th grade formal.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

Customer Service Life

NOVEMBER 18, 2020

” Of course, it was on Shep Hyken’s blog some seven or so years ago. Over the course of my career in the contact center, it’s not abnormal for customers to contact us claiming hardship and asking for a credit or an extension on their bill. Image by Gerd Altmann from Pixabay. Two to say no.”

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Contact Center Finance Customer centricity Management 111

Spearline

OCTOBER 13, 2021

AI adoption in contact centers – virtual agents The voice-bot is emerging as an attractive conversational-user-interface which offers accessible and comfortable user interaction. Contact center teams are enthusiastically rolling out virtual agents. Contact us to learn more. We test phone numbers, in-country.

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Virtual Agent Contact Center Chatbots Consulting 98

Balto

DECEMBER 16, 2022

2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. With renewed focus on agent experience, ever-advancing AI capabilities, and the embrace of omnichannel solutions, contact center leaders face an exciting opportunity to best serve their customers in 2023.

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Contact Center Agent Empowerment Self service Scripts 52

Cisco - Contact Center

OCTOBER 16, 2023

Read more on Cisco Blogs With the ever-increasing complexity of technology, organizations must build cybersecurity resilience to stay ahead of the unknown, persistent, and lurking threats. And the threat is growing.…

Technology 98

Technology 98

Upstream Works

MAY 27, 2021

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. While a solid business case could be made solely for how IT would benefit, there’s a bigger story to tell that considers other stakeholders, both in and out of the contact center.

contact center solutions 78

contact center solutions Cloud contact Contact Center At home agents 78

Brad Cleveland Blog

SEPTEMBER 8, 2023

In this video from my LinkedIn Learning course “Managing a Customer Contact Center,” I … Continue reading → The post <strong>Don’t Guess at Staffing: Proven Methods for Your Contact Center</strong> appeared first on Brad Cleveland. How about a Thursday afternoon at 2:00 pm?

Contact Center 51

Contact Center Multi-channel support Management Call Center 51

CX Global Media

JULY 17, 2018

How would you describe your contact center supervisors? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. Ineffective? Overworked? Undertrained? Dream team? The Supervisor Journey.

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Contact Center Coaching Construction Call Center 136

Expivia

OCTOBER 4, 2021

This is when contact center outsourcing comes into play. Contact center outsourcing can take the weight of customer management off your shoulders. But, we’re getting ahead of ourselves… If you decide to outsource your contact center needs, you need to do it right. What Is Contact Center Outsourcing?

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outsourcing Contact Center Call Center Calibration 98

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Voice starts with the customer reaching your contact center platform. Request a demo now.

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Contact Center Virtual Agent Interactive Voice Response Chatbots 63

Expivia

JANUARY 26, 2022

Contact center success doesn’t just happen. But most importantly, it takes a strategic approach to contact center management. With the right tips and advice, you can transform customer engagement in your call center. . Why You Need to Rethink Contact Center Management. Call centers can be stressful.

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Call Center Contact Center Management Employee engagement 105

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Over 1,000,000 people have taken one of his video-based training courses on LinkedIn Learning.

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Customer Service Chief Customer Officer Contact Center Consulting 251

Real Blue Sky

JULY 12, 2022

In our last blog post , we talked about how employee turnover rate can often be 100%+ annually in a contact center. The contact center is the heartbeat of every company. Advanced Technology in the Contact Center. To reduce this turnover rate, you should be laser focused on employee experience.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Aspect

DECEMBER 5, 2017

Following what may have been the busiest day on record for many businesses, let’s take a few moments to find out how your contact center performed now that the dust has settled. The post Black Friday is Over—How Did Your Contact Center Stack Up? appeared first on Aspect Blogs.

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Contact Center Contact center software Management Customer Experience 96

Customer Service Life

NOVEMBER 5, 2018

This article was originally published on the FCR blog on October 8, 2018. Instructional design- There’s an entire science around instructional design — and while it would be nice for every contact center to have someone with a masters degree in the topic (like FCR), that may not be practical.

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Contact Center Education Government Healthcare 79

WiserOwl Blog

APRIL 20, 2022

Whether a critical business choice or a personal one, we rely on insights gained from experience combined with the information on hand to guide the best course […]. The post Why Financial Clarity Is Fundamental to Successful Contact Centers? appeared first on WiserOwl.

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Contact Center Personalization 52

Enghouse Interactive

AUGUST 26, 2020

It’s Not an Option – It’s Expected (Blog Series). Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”. Watch for our next blog in this series, coming September 3rd: What Do Customers Want? Doing so can transform your contact center from a cost-center into a revenue generator. .

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Self service Contact Center CRM Customer Support 58

DMG Consulting

JULY 9, 2021

Practical Considerations for Hybrid and Work-at-Home Contact Center Employees. Executives are still discussing whether or not contact centers agents will be allowed to work at home on a full-time or hybrid basis after the pandemic, but I believe the decision has already been made. be allowed to work from home?

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Contact Center Coaching At home agents Best practices 67

Aspect

AUGUST 14, 2017

But what does this mean for leaders from the contact center space? When it comes to investing in your contact center, you cannot afford to forget about agent training. Of course, it isn’t enough to simply incorporate agent coaching and assume your employees will improve on their own.

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Coaching Contact Center Employee engagement Customer Service 110

Balto

MAY 22, 2023

Guest post by Jeremy Watkin If you are a contact center or customer service leader and are reading this article, I have a hypothetical question for you. Full disclosure, $100,000 is a lot for my small contact center. I’m sure you’ve heard things like “We’re sorry to see that person leave your contact center.

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Contact Center outsourcing Metrics Chatbots 52

Toister Performance Solutions

DECEMBER 17, 2019

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Brad Cleveland, Author of Contact Center Management on Fast Forward. There has to be a middle ground.

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Contact Center Advertising Wait times Consulting 62

TechSee

AUGUST 14, 2023

Follow on LinkedIn Brad Cleveland , Consultant, Keynote Speaker, Course Instructor Brad Cleveland is a global expert in customer strategy and managemen t. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. of podcasts worldwide.

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Customer Service Customer centricity Contact Center Consulting 207

Fonolo

JANUARY 9, 2019

2018 was a big year for the contact center industry. We’re going to dive into all of the above on our blog this year, along with our usual coverage of industry reports, public company earnings, fun posts about call center life, findings from our sister site OnHoldWith.com , webinars, hangouts, Fonolo news (of course), and more.

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Contact Center Gamification voip Chatbots 70

Aspect

NOVEMBER 28, 2017

Every year, Deloitte releases an annual survey designed to gather insight from the rapidly evolving contact center landscape, offering leaders from within the industry greater knowledge and actionable intelligence into the trends that will impact their operations in the years to come. What does this mean for your contact center?

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Contact Center Surveys Contact center software contact center solutions 91

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline.

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Contact Center Morale Coaching Technology 52