SmartAction

APRIL 11, 2024

Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. Reaching a human can be nearly impossible.

Virtual Agent 68

Virtual Agent Interactive Voice Response Call flow Contact Center 68

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Questions remain regarding how many of the habits and work models adopted during the crisis will endure when the coronavirus subsides. Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

Callminer

JULY 22, 2018

And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. challenges can include how to effectively manage and support customer service agents staffed all over the world. Transparency into agent performance and processes.

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

Aspect

MAY 18, 2020

It’s a brave new world for contact centers in the wake of the COVID-19 crisis. In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16 , and a recent Gartner poll of CFOs indicates that 74% think telecommuting will become permanent.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

TeleDirect

MARCH 9, 2023

Learn about the latest trends in work-from-home call centers since the onset of the COVID-19 pandemic. Find out how companies are adapting to this new remote work model and how it impacts the customer service industry. In the call center industry, it’s been great.

Call Center 62

Call Center outsourcing Technology Analytics 62

SmartAction

APRIL 11, 2024

Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. Reaching a human can be nearly impossible.

Virtual Agent 52

Virtual Agent Interactive Voice Response Call flow Contact Center 52

Aspect

MAY 6, 2020

Up until now, we have largely discussed ways to help agents with workforce optimization tools and processes. Agents on the front line are in a rapid shift and require most initial focus. Why should performance and productivity be reevaluated? This falls on our organizational management teams to assist our front line.

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Spearline

MARCH 9, 2022

Over the last 2 years, a global shift in remote working has come into force and working from home has become the new norm. But what affect is our home working environment having on our ability to communicate with customers? Has this type of complaint increased since your agents have been working remotely?

Self service 98

Self service Contact Center Call Center Accountability 98

TechSee

JUNE 10, 2021

Sure, they divert your workforce from more strategic tasks. . This blog challenges that status quo. The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert. How much data? Of course, in-person contact puts employees and customers at risk. billion devices.

Self service 207

Self service Analytics Transportation Healthcare 207

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

SmartAction

NOVEMBER 8, 2023

Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. Reaching a human can be nearly impossible.

Virtual Agent 88

Virtual Agent Interactive Voice Response Call flow Contact Center 88

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row. Cloud Agility.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

TeleDirect

OCTOBER 23, 2023

VoIP, or Voice over Internet Protocol, allows you to make calls over the internet. Discover if a VoIP phone line is right for your business and how our team at TeleDirect uses this technology to enhance customer service. If you’re wondering, “ What is VoIP, and how does it work ?” What Is a VoIP Phone?

voip 62

voip Wireless call center solutions Call Center 62

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. You’re welcome to pick and choose from the questions below, tailoring to your unique business needs.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. According to a Contact Center Helper report, 95.7% How quickly you wish to answer the contacts.?There

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

aircall

JANUARY 24, 2022

Businesses typically rise to the top when they offer the types of products and services that people want. But warning: This doesn’t mean you can take customers for granted just because you have something they crave. It’s a mistake to view your customer support team as a cost center. That figure is up by $13 billion from 2016.

Call Center 126

Call Center Best practices call center software CRM 126

Noble Systems

MAY 4, 2021

Noble works with a wide range of organizations, from small and mid-size businesses to large enterprises, across a range of industries. We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

bold360 Blog

APRIL 1, 2020

We’re all experiencing daily disruption brought about by social distancing as we stay, work and learn at home. No matter what happens next, your employees and customers will continue to have questions they need answered (and fast), even as your call center struggles to maintain operational continuity.

Call Center 95

Call Center Management Self service Abandon rate 95

OctopusTech

MARCH 1, 2023

Most companies will set up or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. What Are Inbound Calls?

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Upstream Works

JUNE 25, 2020

This is the second article in a three-part series about how COVID-19 is impacting contact centers and how they can adapt to this new normal. In the first part of our three-part series, we addressed the important role the contact center plays in business continuity during this global pandemic.

Contact Center 78

Contact Center Management Self service Consulting 78

Upstream Works

MARCH 17, 2022

For contact centers, this also includes staffing and operations. Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. For now, AI will best serve contact centers as a complementary technology.

Contact Center 78

Contact Center Interactive Voice Response Self service Call Center 78

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? reduction in spending.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

aircall

JULY 28, 2021

CEO Sundar Pichai explained in a blog post: “Our campuses have been at the heart of our Google community, and the majority of our employees still want to be on campus some of the time. But how exactly can they successfully shift to this innovative model? Some will work remotely while others will work from a physical location.

Real estate 104

Real estate call center software Call Center Wait times 104

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. More often than not, the call center operations of several MSPs lack the necessary resources and sophistication that can take customer service to the next level.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. As pandemic conditions led businesses to shift to work-from-home, many contact centers lacked the capability to properly support remote agents, making their jobs more difficult.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

Global Response

JULY 17, 2023

But how does outsourcing actually save you money? But one of the most cost-effective outsourcing options is using a call center, as opposed to managing customer service and call center operations in-house. For example, consider that outsourcing can provide resources to: Streamline call handling processes.

Call Center 62

Call Center outsourcing Upselling Self service 62

Global Response

OCTOBER 17, 2023

According to research from IBM , the average global cost of a data breach in 2023 was $4.45 As a result, many companies are moving their outsourcing operations to onshore models in hopes of increasing call center security and providing additional protection for sensitive data. million (USD). In some cases, it may be.

Call Center 62

Call Center outsourcing Technology Finance 62

Upstream Works

JUNE 10, 2020

With so much of business shifting to virtual spaces, the contact center has taken on a new kind of prominence that no one could have anticipated. This post is the first in a three-part series examining key issues to help omnichannel contact centers respond effectively during the pandemic. The Contact Center as an Essential Service.

Contact Center 78

Contact Center Personalization Self service Best practices 78

UJET

MARCH 24, 2020

As companies begin work from home and remote work policies, we’ve seen questions about how employees can be as productive at home. For agents transitioning from on-premises support to a remote-based environment, here are our tips to be successful as a work from home employee experience.

Contact center software 86

Contact center software Best practices Contact Center Personalization 86

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. As pandemic conditions led businesses to shift to work-from-home, many contact centers lacked the capability to properly support remote agents, making their jobs more difficult. Intelligent Routing to Self-Service.

Customer Experience 78

Customer Experience Self service Contact Center Chatbots 78

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

Aspect

JANUARY 14, 2021

2020 was a difficult year for enterprise organizations across the globe, one that also forced digital transformation at an unprecedented rate – the contact center industry was not spared this shift. Here’s some trends we are tracking into the new year and beyond: Work From Home Works… Sometimes.

Contact Center 116

Contact Center Government Self service CRM 116