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. List Company Facts How long have you been in business? How many full-time employees do you have?

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Eptica

OCTOBER 16, 2020

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. Optimising Contact Centres.

Best practices 113

Best practices Cloud contact Marketing Management 113

Call Design

APRIL 19, 2023

As the world becomes increasingly connected, remote working continues to be extremely popular and for contact centres this can offer significant advantages. Here are five reasons why remote agents can be of benefit: 1. Split-Shifts Remote work provides numerous options for scheduling, particularly with split-shifts.

Schedule adherence 78

Schedule adherence Management Transportation Service level 78

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Eptica

JUNE 25, 2021

Date: Friday, June 25, 2021 Author: Pauline Ashenden - Demand Generation Manager The 3 business benefits of focusing on your agents. Author: Pauline Ashenden - Demand Generation Manager Looking after your agents has always been important to successful customer service. Successfully managing the shift to hybrid working.

Best practices 99

Best practices Marketing Technology Management 99

Enghouse Interactive

JANUARY 5, 2021

Due to the pandemic we’ve seen major shifts in the contact centre, with existing trends such as remote working accelerating and customer needs changing dramatically. In this post, we highlight some of the key developments of last year in a review of our top blogs from 2020. Optimising for contact centre remote working.

Self service 40

Self service Service level Technology Customer Service 40

NobelBiz

FEBRUARY 20, 2024

These issues can range from numbers being labeled and blocked, poor number management, severe drops in contact rates, to frequent network downtime due to lack of redundancy, and delayed resolutions for telecom-related technical issues. Remote work becomes feasible, allowing call centers to operate efficiently from various locations.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

SharpenCX

MAY 31, 2023

However, call center agent retention continues to be a challenge for many organizations. To tackle this issue head-on, organizations must adopt strategies that prioritize agent satisfaction, growth, and well-being. Create a Positive Work Environment: A positive work environment is the foundation of agent satisfaction and retention.

Call Center 76

Call Center Construction Coaching Morale 76

ShepHyken

DECEMBER 14, 2020

In particular, they had to quickly adopt remote work and further increase their use of digital channels. Organizations are increasingly turning to technologies like AI to ease pressure on agents, but face challenges as demands on IT skyrocket. And, his second trend about how every company is now an entertainment company.

Customer Service 346

Customer Service Entertainment Customer Experience Marketing 346

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. This falls on our organizational management teams to assist our front line. Why should performance and productivity be reevaluated?

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

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. The contact center workforce was already going remote.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

JustCall

MARCH 28, 2023

When you’re dealing with remote sales teams placed in different corners of the globe, it can be particularly challenging to meet targets. As a sales leader, it is difficult to craft a sure-shot plan on how to manage a remote sales team. In remote settings, miscommunications are frequent.

Sales 52

Sales Management Morale Employee engagement 52

Aspect

SEPTEMBER 6, 2017

In fulfilling their typical daily responsibilities, it can be all too easy for call center agents to become fatigued. If contact center leaders fail to provide a working environment that eases agent fatigue, a number of serious problems may arise. Some agents, unable to keep up, may leave their positions.

Call Center 193

Call Center Management Contact Center contact center solutions 193

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. A Gartner survey suggests 30% of organizations will shift their on-premise contact center operations to remote by 2024. The same report suggests a 60% increase in customer service agents working from home.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

Hodusoft

JANUARY 3, 2024

An era where agents can work from anywhere in the world without being tied to one particular place. In the last few years, the demand for CCaaS has increased significantly owing to the growth of remote working and agents working from home during the pandemic and subsequent lockdowns. billion by 2030. billion by 2030.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

Aspect

APRIL 29, 2020

Aspect partner, Call Design, shares insight regarding how to get the most out of your WFM solution as agents work from home during this global pandemic. Below are several ideas for how we’ve seen contact centres in this region manage their workforce through a global pandemic. Keeping Your Agents Engaged.

Average Handle Time 150

Average Handle Time Interactive Voice Response Personalization Management 150

Aspect

MAY 18, 2020

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. Our customers are telling us that agents are actually more productive at home than in a centralized contact center.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

VirtualPBX

MARCH 19, 2020

Many businesses are seeking ways to take their operations remote. Whether you’re on the path toward full- or part-time remote work, it’s essential that you make use of the proper remote team collaboration tools. It’s wildly popular with organizations because of how it handles team collaboration. Google GSuite.

Accountability 133

Accountability Marketing Personalization Feedback 133

Nuance

OCTOBER 11, 2021

If you spent any time on the What’s Next blog last year, you might have seen us talking about Forrester’s COVID-19 response plan. It offered timely, expert advice on how brands can tool up their contact centers to manage remote agents and adapt their customer service strategies to new consumer behavior.

Best practices 79

Best practices Contact Center Management Customer Service 79

aircall

NOVEMBER 15, 2022

But what happens when you’re only a month into your role at a remote organization? How would I contribute to any team’s idea? . Our managers, being the supportive leaders that they are, helped us form teams and brainstorm ideas. Hackathons are an exciting time in an engineering team’s life. Idea Presentation.

Engineering 124

Engineering Surveys Personalization Management 124

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Streamlined processes, well-trained agents, and effective tools contribute to smoother operations and faster issue resolution.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

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

Toister Performance Solutions

MARCH 2, 2023

This blog is a participant 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. A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

SharpenCX

NOVEMBER 23, 2021

As you prepare for the new year, you’re setting goals and thinking through how to get ahead of your competitors. Discover how you can continue to deliver the best customer experience and how you can better lead your call center. Gather insights from the following articles on how you can grow and develop. .

Customer Service 128

Customer Service Morale Contact Center Call Center 128

JustCall

APRIL 3, 2024

So, how do you manage call surges during unanticipated high-traffic periods? This blog unlocks the secrets of using IVR automation with JustCall to handle high call volume with ease and free up your agents for what matters most! Wondering how can you avoid call chaos and optimize your team performance?

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

VirtualPBX

MARCH 7, 2024

In this blog post, we’ll delve into what PSTN is, how it works, and discuss its superior counterparts in today’s digital landscape. How does it work? Mobility: VoIP enables users to make and receive calls from anywhere with an internet connection, making it ideal for remote work and on-the-go communication.

voip 59

voip Telecommunications Wireless CRM 59

Spearline

FEBRUARY 2, 2022

This blog outlines what testRTC offers in WebRTC testing, monitoring and support, and the benefits it provides to organizations using WebRTC. How do we do it? Learn more about our WebRTC monitoring tool here Remote Agent Support Our WebRTC support tool allows you to understand your user’s network configuration within minutes.

Self service 98

Self service Enterprise Contact Center Metrics 98

Nuance

OCTOBER 11, 2021

If you spent any time on the What’s Next blog last year, you might have seen us talking about Forrester’s COVID-19 response plan. It offered timely, expert advice on how brands can tool up their contact centers to manage remote agents and adapt their customer service strategies to new consumer behavior.

Best practices 69

Best practices Contact Center Management Customer Service 69

Call Design

MAY 31, 2022

Australia’s leading CX outsourcing solutions provider, TSA Group, has approximately 3,000 customer service and sales agents servicing industries including telco, health insurance, finance and retail. Learn more about how the Alvaria Workforce Engagement Management (WEM) Suite can maximise contact centre productivity without increasing cost.

Management 78

Management Finance Enterprise outsourcing 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. There are several advantages to the hybrid work model.

Contact Center 52

Contact Center voip Business Process Outsourcing Telecommunications 52

bold360 Blog

DECEMBER 7, 2020

COVID-19 has accelerated multiple trends, such as remote work, remote learning, digital streaming, and all kinds of multi-channel digital engagement. and employee experience (lack of infrastructure, both hardware and software, to support the sudden shift to remote work). .

Customer Support 98

Customer Support Self service Wait times Engineering 98

Nicereply

APRIL 12, 2023

We also share great insights from our beloved colleague, Katarina Javorcikova, on how to build a strong and long-lasting team culture within your company. Customize how you show your gratitude to each individual. It takes deliberate action , honesty, and people that care enough to make it work. But let me stop you there.

Customer Service 98

Customer Service Feedback Healthcare Education 98

Hodusoft

JULY 19, 2023

It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. In this blog, we will explore everything related to inbound call center software. Agents are able to handle more calls in less time, enabling enhanced productivity.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

CSM Magazine

APRIL 25, 2023

Rob Crutchington, CEO of Encoded, discusses three other key findings and how modern technology and payment orchestration can address the issues to help contact centres reduce costs, protect card data and improve customer experience. The benefits of PayByLink include secure payment and reduced agent time on the call.

Interactive Voice Response 52

Interactive Voice Response Abandon rate Self service Chatbots 52

NobelBiz

SEPTEMBER 14, 2021

With the advent of cloud-based solutions, companies and contact centers have been able to swiftly restart their operational flow in the context of remote work. As a result, contact center managers and owners are faced with new problems, such as keeping staff engaged and providing the best possible customer experience.

Contact Center 95

Contact Center Customer Experience Management contact center solutions 95

Nicereply

NOVEMBER 16, 2022

As a support manager, you probably work daily with a bundle of online tools. But what are the tools every support manager needs to know about? In this article, you’ll find the essential equipment you need to be effective as a support manager. Critical tools for every customer support manager. Which are the best?

Management 98

Management Analytics Feedback Surveys 98

teleopti

DECEMBER 13, 2018

Pelorus Associates has authored comprehensive market research reports on workforce management software since 2011. Our latest report, 2018 World Market for Workforce Management Systems , examines 30 individual trends affecting business and customer service. Agent software must be easy to learn and easy-to-use.

Customer Service 48

Customer Service Banking Contact Center Self service 48