Cisco - Contact Center

DECEMBER 20, 2023

The 2023 Education Summit event – co-hosted by Cisco and CAUDIT – provided higher education technology leaders an opportunity to gain new insights and perspectives on some of the rapid technology i… Read more on Cisco Blogs

Education 52

Education Technology 52

Fonolo

MAY 23, 2023

Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? This blog will explore the concept of hyper-personalization to understand its benefits, discuss strategies and consider examples. It’s worth it!

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

Cisco - Contact Center

JANUARY 19, 2024

This process, while painful and challenging, created a period of “forced i… Read more on Cisco Blogs The pandemic forced schools and universities across the globe to digitize teaching, learning, services and operations.

Education 84

Education 84

Cisco - Contact Center

APRIL 18, 2024

To delve deeper… Read more on Cisco Blogs This is the story of how the Juan Misael Saracho Autonomous University in Bolivia successfully overcame significant technological infrastructure challenges by adopting Cisco Meraki.

Education 52

Education Technology 52

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?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Expivia

MARCH 1, 2022

Not only can repeated calls frustrate a customer, but they also add unwanted costs to running your call center. That’s why it’s crucial to educate your agents on the importance of resolving the customer’s issue and resolving it on the first call. Educate them about your client’s product. But, training your agents isn’t easy.

Education 98

Education Call Center Construction Feedback 98

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Engineering Education Banking 52

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

TeleDirect

FEBRUARY 14, 2024

At TeleDirect, we deliver cloud-based contact center solutions to companies and industries across America. Cloud Contact Center: What Is It & How Does It Work? Customer contact centers have come a long way. What Is a Cloud Contact Center? Your brand can provide this, too. It’s 100% yours.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48

Cisco - Contact Center

MAY 31, 2023

This blog was co-authored by Patricia Martinez. We invite you to collaborate and share insights around what you’re experiencing today within … Read more on Cisco Blogs We’re thrilled to welcome you to Cisco Live 2023!

Government 84

Government Education Healthcare 84

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.

Contact Center 179

Contact Center Coaching Construction Call Center 179

ShepHyken

JUNE 30, 2017

By combining the two worlds, we can now see major advancements in the field of customer service, education, fitness, communication and much more. The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken.

Government 220

Government Technology Benchmark call center software 220

Expivia

FEBRUARY 25, 2024

Unraveling the Potential of Auto QA: Redefining Contact Center Evaluation Are you ready to uncover the transformative power of Auto QA? In the bustling world of contact centers, where every interaction holds significance, traditional quality assurance methods often miss the mark.

Contact Center 52

Contact Center Technology Feedback Analytics 52

Cisco - Contact Center

JULY 19, 2023

Starting July 19, 2023, you have 30 days to complete the Rev Up to Recert Bonus program… Read more on Cisco Blogs Buckle up, Cisco certification holders: It’s time to hit the t urbo boost button and race to recertification.

Education 98

Education 98

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

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.

Contact Center 136

Contact Center Coaching Construction Call Center 136

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) Doing so, will transform your contact center from a cost-center into a revenue generator.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. Watch for our next blog in this series, coming October 21st: Constant Learning Improves AI Recommendations. Doing so, will transform your contact center from a cost-center into a revenue generator.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

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?

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Cisco - Contact Center

AUGUST 22, 2023

In fact, I usually get the honor of writing the blog about our CX Customer Hero Award Winners at events… Read more on Cisco Blogs One of my favorite things I get to do in my role at Cisco is talk about our amazing customers.

Education 52

Education Customer Experience 52

Cisco - Contact Center

MARCH 21, 2024

As institutions of higher education seek ways to address student retention, they are increasingly turning to technologies that promise more of an “at home” experience, driving greater engagement and s… Read more on Cisco Blogs

Technology 85

Technology Education 85

Aspect

APRIL 21, 2021

Sometimes we use the team dynamic to elevate expectations and achieve a shared business vision (peer mentoring, continuing education, team focused goals and training). contact center by fostering trust and building the foundations for a long-term commitment from your people.

Contact Center 62

Contact Center Schedule adherence Education Metrics 62

Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. For a period, it was mandatory that contact centers get agents out of the building.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

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

Cisco - Contact Center

APRIL 1, 2024

Given my role in supporting technical education over the last 10 years, I’m often asked one question: “What should I be learning?” ” My answer: Follow the “ A ” t echnologies : APIs, a utomation, a Read more on Cisco Blogs

APIs 98

APIs Education 98

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! will have extended Teams to their contact center for voice and 31.1% Using cloud contact center platforms drives more revenue (54.1% Doing so will transform your contact center from a cost-center into a revenue generator. AI, Teams UC and Video. . New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Cisco - Contact Center

NOVEMBER 30, 2023

The higher education sector has more to gain than most from a new global partnership between Cisco and Microsoft. The partnership – announced at Microsoft’s Ignite Conference at the end of 2022 – enab… Read more on Cisco Blogs

Education 105

Education 105

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.

Contact Center 79

Contact Center Education Government Healthcare 79

Cisco - Contact Center

FEBRUARY 28, 2024

Historically Black Colleges and Universities (HBCUs) have played a critical role in higher education in the United States. Founded during Reconstruction, these institutions became a pathway for… Read more on Cisco Blogs

Education 75

Education 75

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up.

Contact Center 81

Contact Center Call Center Scripts Coaching 81

JustCall

MARCH 7, 2023

The hybrid work model in contact centers is a mix of on-premises and remote work. The on-premise workers are located at the same facility as the contact center, while the remote workers are located outside the facility, usually at or other locations scattered throughout the globe. What Is Hybrid Work?

Contact Center 52

Contact Center voip Business Process Outsourcing Telecommunications 52

Cisco - Contact Center

FEBRUARY 19, 2024

Congress appropriated $60 million to DLT for use by organizations that provide education and h… Read more on Cisco Blogs Have you heard about the USDA’s Distance Learning and Telemedicine (DLT) program? In 2023 the U.S.

Education 80

Education Government 80

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. Self-Service Helps Agents Too.

Self service 52

Self service Contact Center CRM Quality management 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. .

Self service 58

Self service Contact Center CRM Customer Support 58

Aspect

MAY 15, 2018

Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. In a world where the customer experience is the holy grail, contact centers naturally apply new technologies first to their customers and then to their agents and internal processes.

Contact Center 68

Contact Center contact center workforce Airlines Virtual Agent 68

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Watch for our next blog on October 22nd: Key Learnings from our Webinar with Kate Legget of Forrester. Doing so, will transform your contact center from a cost-center into a revenue generator.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52