Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. Our favorite chart: KPI Guide for Omni-Channel Contact Centers.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

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

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. The post Guest Blog: Breaking Out of Your Customer Experience Comfort Zone appeared first on Shep Hyken. Shep Hyken.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

Global Response

AUGUST 24, 2018

This week’s Best Practices series, 5 Tips for Structuring a Successful Contact Center QBR (Quarterly Business Review), today provides its final tip, 5: Practice the Presentation. The post 5 Tips for a Successful Contact Center QBR. 5: Practice the Presentation appeared first on Global Response.

Contact Center 48

Contact Center Best practices Accountability Management 48

Hodusoft

JUNE 1, 2023

HoduSoft Now Provides an AI Chatbot Feature with Its Contact Center Software In today’s swiftly evolving digital landscape, businesses are continuously striving to improve customer experiences and streamline their operations. Start Growing With HoduSoft Contact Center Software Talk to Our Expert!

Contact center software 52

Contact center software Chatbots Contact Center contact center solutions 52

NobelBiz

MARCH 24, 2022

The technology of call queuing is central piece to inbound contact centers. For example, an automated call distributor (ACD) is used in call centers to route incoming calls to certain specialized agents in your contact center. In call queues, the typical distribution method is first in, first out.

Interactive Voice Response 52

Interactive Voice Response call center software Contact Center Call Center 52

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. This presents new hurdles on both the people and technology fronts and why Workforce Optimization is more important now than ever. Let’s face it, the workplace will forever look different.

Contact Center 96

Contact Center Technology Personalization Management 96

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.) Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

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

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots.

Cloud contact 73

Cloud contact Self service Contact Center Virtual Agent 73

Cisco - Contact Center

MAY 14, 2019

AI is shaping the future of customer experiences and the contact center. This week I will be speaking at UC Expo about the role that artificial intelligence is playing in advancing contact center productivity and efficiency, and in particular how this is benefiting the agent and customer experience. AI = chat bots.

Contact Center 109

Contact Center Self service contact center solutions Chatbots 109

Taylor Reach Group

APRIL 4, 2023

by Colin Taylor & Peg Ayers Implementing a new system is one of the biggest risks in a Contact Center. Read the mouse-print in any vendor agreement to ensure that you understand where it aligns with or varies from what has been presented verbally. Request and verify any required certifications (PCI, HIPAA, etc.),

Contact Center 62

Contact Center Consulting Consulting Feedback 62

Bill Quiseng

APRIL 4, 2024

I am honored to be nominated for the 2024 Industry Champion Awards from ContactCenterWorld.com – the Global Association for Contact Center & Customer Engagement Best Practices. This prestigious award is presented to industry professionals based on feedback from their connections who vote.

Best practices 60

Best practices Contact Center Feedback Customer Service 60

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

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. This significant shift to non-voice interactions presents an excellent opportunity to improve agent training and update chat-specific KPIs. WFH Insights. Competitive Sourcing Insights.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. This is my top ten list of really dumb things that smart call and contact center executives do. Contact Center staff is one of the most expensive and important assets within the Contact Center.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

VocalCom

MARCH 12, 2018

The contact center is, without question, an intense environment. To keep agents organized and focused, managers may present them with a rigid protocol. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices. Give agents the best tools.

Contact Center 91

Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

CSM Magazine

MAY 16, 2023

When selecting a contact center to assist your company, you want more than outsourced services. In order to get there, you need to partner with a contact center that places employees and their training as its highest priorities. Protel BPO agents are selected from a fast-growing contact center labor pool.

Contact Center 52

Contact Center outsourcing Management Sales 52

ConvergeOne

MARCH 16, 2021

This blog post was co-authored by Kathy Sobus (Senior Director, Customer Experience Strategy, ConvergeOne) and LumenVox. When it comes to contact center authentication, callers overwhelmingly prefer voice biometrics to knowledge-based security questions. Anxiety surrounding identity theft is high, and justifiably so.

Contact Center 71

Contact Center Interactive Voice Response Average Handle Time Self service 71

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

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

NICE inContact

AUGUST 19, 2019

That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. The post Contact Center Benchmarks Provide Continuous Improvements appeared first on NICE inContact Blog.

Benchmark 55

Benchmark Contact Center Best practices Enterprise 55

NICE inContact

AUGUST 19, 2019

That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. The post Contact Center Benchmarks Provide Continuous Improvements appeared first on NICE inContact Blog.

Benchmark 54

Benchmark Contact Center Best practices Enterprise 54

WiserOwl Blog

APRIL 15, 2022

We know that Contact Centers are extremely busy workplaces, and you may not always have enough time to keep up with what’s going on in your industry. Today, we’d like to present you with a quick, “just the facts” post to help illuminate some of the key issues in our space so that you can […].

Contact Center 52

Contact Center 52

Expivia

JULY 11, 2023

The Future of Contact Centers: The Role of AI and Evolutionary Technologies The advent of AI and associated technologies has opened up a whole new horizon of possibilities for the contact center industry. This development could significantly expand the reach of USA contact centers. Check us out!

Contact Center 52

Contact Center Interactive Voice Response Chatbots Coaching 52

SmartAction

DECEMBER 15, 2021

The Employment Situation: Present & Past. How does conversational AI automation for the contact center fit into solving the issue of not having enough workers for all the demand? The post Contact Centers Can Thrive in the Worker Shortage appeared first on SmartAction. It’s a solved problem.

Contact Center 76

Contact Center Virtual Agent Agent burnout Self service 76

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. Shep Hyken, Chief Amazement Officer at Shepard Presentations. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. This presents new hurdles on both the people and technology fronts and why Workforce Optimization is more important now than ever. Let’s face it, the workplace will forever look different.

Analytics 59

Analytics Contact Center Technology Personalization 59

teleopti

JULY 1, 2019

More than likely, in addition to these questions, you might be asked to present a summary on what is driving the change in behavior along with an action plan. Let’s discuss how contact centers can address the questions above from the perspective of the WFM analyst and contact center management.

Contact Center 80

Contact Center Analytics Average Handle Time Self service 80

Vistio

DECEMBER 15, 2021

Today, we have with us, Matt Beckwith, a proud “ Contact Center Geek ” with over 25 years in contact center industry. He has been named a top thought leader in the contact center space and serves on the steering committee for the Northern California Contact Center Association.

Contact Center 52

Contact Center Banking contact center associations Technology 52

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. If an outbound campaign works with a list of 500 leads and only 50 persons answer back, the Contact Rate for that particular campaign will be 10%. And no wonder. And no wonder.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

NICE inContact

AUGUST 1, 2019

It is time to modernize your contact center. But it may have been five years or more since you last evaluated technology options or vendors for call center software. Watch Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center now.

Contact center software 55

Contact center software Contact Center Enterprise Cloud contact 55

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

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The Power of Coaching.

Contact Center 65

Contact Center Coaching Scripts Management 65

Customer Service Life

JUNE 26, 2017

Ruth McCullen and Jeremy Watkin had the pleasure of having Virginia from Kingman Ink draw as we helped contact center leaders tell better stories. This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. Slack has revolutionized contact center communication. Present it to them in places that make sense.

Contact Center 67

Contact Center Chatbots Analytics CRM 67