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

NICE inContact

JULY 26, 2019

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? So, what might you consider as you integrate artificial intelligence into your contact center? Find out how adding chatbots in your call center can provide better service and overall satisfaction. Huge investments?

Contact Center 55

Contact Center Chatbots Upselling Analytics 55

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

UJET

DECEMBER 2, 2020

The title of this blog post is an important question that many executives are asking. To learn more about the viability of IVAs and limits of zero-footprint contact centers, please see DMG’s white paper, Will Robots Make Live Agents Obsolete? The post Can Artificial Intelligence Replace Contact Center Agents?

Contact Center 56

Contact Center Interactive Voice Response Self service Virtual Agent 56

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 99

Contact Center Call Center Self service Surveys 99

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. Read about these three emerging outsourcing priorities in the blog post written in conjunction with our Optimizing Pandemic Contact Center Outsourcing Relationships workshop.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job. Why go “cloud” or stay with an on-premises system?

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job. Why go “cloud” or stay with an on-premises system?

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

Fonolo

APRIL 2, 2019

One of our goals with the Fonolo blog is to expose our readers to a broad range of voices on a broad range of topics. We share a lot of diverse content, including lists of industry reports , links to discussion groups , and our own white papers. See our related post: “ AI is Not Reducing Call Center Agent Employment.”.

Contact Center 78

Contact Center Customer Service Call Center Enterprise 78

ConvergeOne

AUGUST 9, 2022

The first entry in this blog series, which details the first two steps to effective Workforce Engagement Management, can be read here. WFM capabilities like this show immediate benefit, and are soon regarded as a normal and essential part of an organization’s contact center toolkit. Download the full white paper below.

Management 76

Management Contact Center Metrics Wait times 76

ConvergeOne

JUNE 21, 2022

What factors determine whether a contact center interaction produces a positive outcome? To ensure the quality of every customer interaction, contact center managers need a business system – a repeatable approach. Adopting a disciplined approach to WEM activities is key to the growth of any contact center.

Management 66

Management Contact Center Coaching Analytics 66

Monet Software

JANUARY 30, 2020

In the race to build a highly engaged workforce to deliver exceptional customer experiences, contact center leaders are asking some deep questions. What is a Contact Center Mission Anyway? Although it’s not possible to artificially engineer meaning, a meaning ful contact center mission isn’t as elusive as it may sound.

Contact Center 71

Contact Center Employee engagement Coaching Call Center 71

Fonolo

AUGUST 1, 2018

Google made a major announcement at their “Cloud Next” event with the launch of Contact Center AI. It was the second time this month that the contact center world was rocked by a Google announcement. Analyst Sheila McGee Smith has a great slideshow here: Google Embraces the Contact Center.

Contact Center 52

Contact Center Call Center Interactive Voice Response Chatbots 52

Cisco - Contact Center

FEBRUARY 21, 2020

According to Cisco’s global contact center survey, 53 percent of contact centers report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges. Webinar Highlights. Learn More.

Customer Experience 77

Customer Experience Customer centricity contact center solutions Contact Center 77

NICE inContact

OCTOBER 29, 2018

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. Contact Center software and hardware is replaced every couple of years because it either wears out or because it no longer provides needed functionality.

Best practices 48

Best practices Contact Center Contact center software contact center solutions 48

Aspect

MAY 6, 2020

By providing agents maximum flexibility in their schedules, contact centers ensure improved schedule adherence, productivity, and efficiency. Download our white paper , The Home Field Advantage: Business Continuity by Design. . Learn more about best practices in business continuity.

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

VocalCom

JUNE 18, 2020

Before the pandemic even started to disrupt business, the contact center industry was already widely migrating to Cloud. Gartner’s 2019 Magic Quadrant report anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

Talkdesk

MAY 22, 2020

Using my experience of switching contact center provider to Talkdesk® as an example, the following three ways of data gathering were particularly helpful: Other professionals: What challenges did they face? White papers: What research already exists? I made sure to note the outcomes.

Contact Center 94

Contact Center Engineering Call Center Technology 94

ConvergeOne

JUNE 28, 2022

There are books and blogs (among other things) sharing tips and techniques for addressing it… while also questioning whether or not it is real. WHITE PAPER] Six Steps to Engaging + Empowering Agents with Workforce Engagement Management. It all started a couple of years ago with the term “The Great Resignation.”

Self service 83

Self service Quality management Technology Contact Center 83

VocalCom

JUNE 24, 2020

The use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs. In parallel, automation and AI are transforming the processes of contact centers themselves. Want to know more about the evolution of contact centers

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

Calabrio

SEPTEMBER 21, 2016

The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. contact centers racked up more than 200 billion minutes of inbound calling.

Contact Center 59

Contact Center Analytics Technology Enterprise 59

HGS

OCTOBER 26, 2016

By Lauren Kindzierski, HGS VP of Solutions and Capabilities Earlier this year, HGS released a white paper on this year’s top 10 customer experience disrupters—those that are sure [.]. 7: Social Profiling appeared first on Team HGS Blog. The post Disrupter No.

Customer Experience 100

Customer Experience Contact Center Customer Service Management 100

Liveops

APRIL 17, 2018

But when it comes to internal threats, your brick and mortar contact centers are actually one of the riskiest areas of your enterprise. Contact center employees have access to customer data. Contact center employees are prone to high turnover. contact centers is 30%. Why is this so?

Contact Center 75

Contact Center Call Center Education Virtual Agent 75

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). Contact Center . The new paradigm of Work.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

VocalCom

JULY 2, 2020

The necessary acceleration of contact centers’ digitalization will bring to the fore the crucial value of the human touch. Digitalization is quickly sweeping through contact centers. However, this does not mean that agents will totally disappear from contact centers. To find out more: www.vocalcom.com.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 65

Contact Center Call Center Self service Technology 65

Spearline

AUGUST 12, 2022

Over the last number of years DEI has been the feature of many blogs, articles and white papers. In this blog I will set out to explain what this is and how it impacts our hiring here at Spearline. But how does this actually impact how we attract, hire and retain employees?

Education 98

Education Contact Center Management 98

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. And a critical component for developing the best customer experience strategy was making sure contact center agents continually worked on improving their knowledge.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

DMG Consulting

MAY 5, 2020

During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. Using IA and CJA to Improve CX. Enterprises are also striving to identify departmental and enterprise trends and challenges.

Enterprise 96

Enterprise Analytics Consulting Consulting 96

Fonolo

JANUARY 8, 2020

In fact, all of the above images have been used in my own blog posts over the years. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center. Several trends are poised to make a significant impact on contact centers in 2020. Making your contact center omnichannel ready.

B2C 101

B2C Contact Center Call Center Customer Service 101

Calabrio

JULY 29, 2016

Smart contact center leaders know that the benefits of a strong quality assurance program stretch far beyond the walls of the contact center. Technology has made huge advances in recent years as the contact center has shifted from an unsightly but necessary business function to the cornerstone of customer experience.

Contact Center 56

Contact Center Analytics Coaching Self service 56

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Skybridge

MAY 10, 2022

In the earliest months of the pandemic, most customer contact centers were scrambling to react and struggling to keep up with call volumes, customer fears, and the astronomical rise of agent attrition. Today, these pain points continue to undermine customer experience, loyalty, and profitability.

At home agents 52

At home agents Customer Care Contact Center Engineering 52

Spearline

OCTOBER 8, 2019

Growing and reaching further as a group, Spearline provides stability and support to its customers, such as contact centers, conferencing services, and other applications. For further information, be sure to check out our wide variety of content, including blogs , white papers , videos and podcasts , all located on the website.

Telecommunications 79

Telecommunications Benchmark Contact Center Customer Experience 79