Aspect

MARCH 30, 2020

Technology Continuity: Aspect continues to support our call volumes from customers, running on our public cloud solution (Aspect Via® running on Amazon and Azure), our Hybrid Cloud Solution (run and managed by Aspect in our remote data centers) and our Private Cloud or Premise solutions. Measuring success versus judging work methods.

Government 153

Government Contact Center Education Consulting 153

Momentum Telecom

SEPTEMBER 29, 2021

Even when the pandemic is over, remote working will likely continue to be widespread. Today, organizations are exploring the possibility of creating a hybrid workforce that’s more efficient and productive. But there’s one significant challenge that every company must overcome before building a hybrid workforce. Easy Scheduling.

Interactive Voice Response 98

Interactive Voice Response Contact Center 98

Totango

FEBRUARY 23, 2024

CMOs can’t focus solely on the marketing team; rather, they must focus on how they can work with and support their cross-functional peers to increase growth, profitability, and other business goals. Learning what they enjoy outside of work, their talents or hobbies, etc., It’s so easy for us leaders to focus on our team.

Marketing 97

Marketing Enterprise Sales 97

Monet Software

MARCH 10, 2021

Questions remain regarding how many of the habits and work models adopted during the crisis will endure when the coronavirus subsides. Although there is a lot of truth to that old saying, “the only constant is change,” the work-from-home agent is likely to become a permanent feature of the industry landscape. Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Call Design

AUGUST 30, 2022

Learning and Development teams can deliver content more efficiently and therefore much more regularly, regardless of where staff are working from thus helping staff to feel more supported. Team leaders and/or the WFM team spend a huge amount of time updating schedules with exceptions in the WFM system. Improved Agent Productivity.

Coaching 78

Coaching Best practices Metrics Management 78

Select VoiceCom Blog

MAY 25, 2022

For many people, a lot of factors in life can take higher priority over work. This is why having a flexible working environment is important to stay motivated and productive without sacrificing your personal endeavours. More workers are looking for a flexible work arrangement these days because of its many benefits.

Personalization 52

Personalization outsourcing Education Analytics 52

ChurnZero

JANUARY 25, 2024

Related resource: Setting the rules of engagement for customer success and sales teams Skillset 2: Technical proficiency The potential of AI and automation to transform CS workflows, personalize journeys, and deliver seamless experiences makes expertise in scheduling tools, CRM systems, and AI tools increasingly valuable.

Education 52

Education Upselling Consulting Consulting 52

Call Design

OCTOBER 27, 2022

Tasks such as entering exceptions in schedules can be automated and even adjusting breaks and lunches proactively in ways that benefit both your agents and the business. You can alert agents to wrap up after call work to reduce average handle time or quickly send offers to enable staff to take voluntary time off.

Average Handle Time 78

Average Handle Time Coaching Morale Customer Experience 78

CSM Magazine

AUGUST 18, 2021

In the first blog in this series, we introduced the importance of adding simplicity to the contact centre. In this blog, we reveal the most common barriers to achieving simplification and how to overcome them. Work-from-anywhere’ takes complexity to a whole new level. An effective strategy starts at the top.

Best practices 52

Best practices Morale Employee engagement Technology 52

aircall

JUNE 23, 2022

Additionally, it has Business Hours Features that help employees maintain a work-life balance while having an optimized employee scheduling. However, a hybrid workplace poses challenges such as collaboration and team alignment across various work settings. For more information visit RemoteTechBreakthrough.com.

APIs 62

APIs Metrics Technology Sales 62

aircall

JANUARY 3, 2022

They talk about basic administrative stuff and show you the onboarding schedule and resources. Depending on whether you will work in-person, hybrid, or remotely, you’ll receive a package to help you get situated. They’ll talk to you about your new team and will make sure you have everything you need to start working.

Engineering 62

Engineering Personalization Management 62

OctopusTech

JANUARY 24, 2024

As companies depend more and more on these virtual assistants to help with operations, it’s important to know what virtual assistants are, how they work, and how much they charge. The incorporation of human touch, as seen in hybrid virtual assistants, can elevate costs due to the fusion of AI and human expertise.

Real estate 62

Real estate Healthcare Scripts Technology 62

CSM Magazine

APRIL 20, 2022

In our last blog , we asked the question ‘what does wellbeing really mean?’ The major stress triggers of hybrid working practices, increased customer demand and a fast-changing competitive landscape are taking their toll as people adapt to a new world of work. 3 ways to de-stress the workforce.

Technology 52

Technology Coaching Analytics Enterprise 52

aircall

JANUARY 5, 2022

The work IT departments did during the early days of the coronavirus pandemic ensured that businesses that needed to quickly switch to remote could get there seamlessly. . Other challenges included a lack of flexibility in working hours, cited by 40%, along with toxic work environments (39%).

Employee engagement 62

Employee engagement Benchmark Surveys Technology 62

Global Response

JULY 23, 2023

The Dreaded Language Barrier The Problem: This is one of the biggest obstacles and common complaints of working with a call center, especially if you work with an offshore partner. How to Fix It: The solution here is to only work with trusted partners. It can also cause internal issues with communication and collaboration.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

Noble Systems

SEPTEMBER 29, 2020

At the core, it is comprised of forecasting accuracy, effective scheduling, and efficient rostering. In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month.

Management 86

Management Gamification Quality management Schedule adherence 86

Integrity Solutions

NOVEMBER 22, 2022

Last year, 60% of employees felt detached at work, with a meager 21% who felt truly engaged. Spearheading this kind of change and then doing the coaching work to make it stick is a key competency leaders at every level now need to master. A few that have the greatest impact include their age, Behavior Style , working location (i.e.,

Employee engagement 79

Employee engagement Banking Coaching Personalization 79

Aspect

APRIL 21, 2021

The calculator is designed to place an estimated dollar amount on improvements to schedule adherence, occupancy rate, shrinkage rate and agent attrition ; so naturally, the first place to start is with your people. . U nderstanding what motivates your agents is key to creating a work environment that is performance based.

Contact Center 62

Contact Center Schedule adherence Education Metrics 62

Hodusoft

AUGUST 15, 2022

Since the pandemic, the remote work model has become the new norm for businesses. Today 97% of people want to work remotely. In this blog, we will be discussing how your business can use an IP PBX phone system for telecommunication and what factors you must consider while choosing a service provider.

Telecommunications 52

Telecommunications voip CRM Sales 52

Hodusoft

AUGUST 15, 2022

Since the pandemic, the remote work model has become the new norm for businesses. Today 97% of people want to work remotely. In this blog, we will be discussing how your business can use an IP PBX phone system for telecommunication and what factors you must consider while choosing a service provider.

Telecommunications 52

Telecommunications voip CRM Sales 52

Global Response

JUNE 27, 2023

You can also use hybrid teams—with some employees located domestically, while others work from nearshore or offshore locations, or completely remotely. Working with an outsourcing partner can take this crucial step off your plate while ensuring that your agents are taken care of, from hiring to onboarding and beyond.

Call Center 62

Call Center outsourcing Advertising Coaching 62

Integrity Solutions

MARCH 11, 2021

While salespeople across industries are settling in to a world of hybrid and remote sales , most are still working to adapt to the nuances and variables that can affect success in a virtual selling environment. The tightly scheduled nature of virtual sales calls means you can’t just figure these things out as you go.

Sales 137

Sales Personalization Technology Accountability 137

Expivia

JANUARY 21, 2021

We talk about procedures for coming to work, traffic flow, distancing, getting nuanced with break times, and having a safety coordinator for each shift. As of now, about 95% of our workforce is work-from-home. As I said, we like having a hybrid workforce in case a catastrophe like this happens again. Scheduling Breaks.

Call Center 52

Call Center Employee engagement Marketing Sales 52

24-7 InTouch

APRIL 15, 2021

In a recent blog post , we highlighted key engagement drivers for at-home employee models, including flexible scheduling and virtual communities. Engagement is all about making sure employees feel their voices are heard, while creating a positive and fun environment where they are excited to work every day. Employee Engagement.

Contact Center 52

Contact Center Morale Employee engagement Customer Care 52

JustCall

AUGUST 29, 2022

However, now that everything has cooled down and people are opting for hybrid working environments, a solid internet connection has become necessary. Wireless Networks : Interferences and jitters can happen anytime depending upon what the other users are working on despite the WiFi connections present. Wondering what they are?

voip 59

voip Wireless Transportation Personalization 59

Global Response

MAY 22, 2023

With blended agents, if your inbound call volume is down, you can easily transfer some agents to work on outbound calling for the remainder of their shift, or vice versa. Ready to perfect your CX? A hybrid model introduces more than one of these geographic locations—and/or remote agents—into your call center.

Call Center 62

Call Center outsourcing Benchmark Metrics 62

Enghouse Interactive

JULY 16, 2021

In this blog we therefore answer some of the most frequently asked queries and bust some common myths. As we move into a hybrid world of working the ease of access that cloud systems bring will provide flexibility to deliver customer service efficiently and effectively. hours of annual downtime, including scheduled maintenance.

Government 74

Government Cloud contact outsourcing CRM 74

aircall

OCTOBER 11, 2022

With the right combination of tools, skills, and these six proven work hacks, your teams can quickly improve team productivity and performance with an efficiency recapture rate of 85%. Waking up to a daily work plan is the ground-level foundation for sustaining productivity. The good news? Effective planning and organizing.

Customer centricity 118

Customer centricity CRM Sales Analytics 118

JustCall

MARCH 9, 2023

Through this blog, let’s understand the types of contact centers that exist to make business functions easy. Blended/Hybrid Contact Centers Larger enterprises with huge operations typically go for blended call centers. It has impacted the way inbound and outbound contact centers work.

Contact Center 52

Contact Center Multichannel Interactive Voice Response outsourcing 52

JustCall

AUGUST 10, 2022

With more and more companies shifting to remote working practices, many established companies are reaping the benefits of their employees working from home. This blog post acts as a universal toolkit that business owners and managers may use to manage their respective workforces in organizations of all different sizes.

Best practices 52

Best practices Management Morale Personalization 52

Totango

APRIL 16, 2021

A digital-first approach to customer success stands in contrast with manual and hybrid approaches. A hybrid approach combines manual methods with limited automation, as in the use of an email autoresponder. Check-ins can be scheduled in advance on a weekly, monthly, quarterly or another basis.

Personalization 69

Personalization Upselling Benchmark SaaS 69

JustCall

OCTOBER 4, 2022

In this blog, we will deep-dive to understand why cloud business phone systems have emerged as the go-to choice for small and mid-sized businesses alike. Why SMBs Love It: With the UCaaS feature, agents don’t need to switch between multiple channels/applications, making work easy and seamless. Four Challenges SMBs Face.

voip 52

voip Interactive Voice Response CRM Abandon rate 52

ClientSuccess

JUNE 22, 2021

While this means you’ll be able to work in a closer capacity with coworkers, it also means the return of in-person customer meetings. You’re asking multiple people to take time out of their daily schedules, travel if necessary, and sit down for an hour or more to discuss your vendor partnership.

Personalization 52

Personalization Metrics SaaS Accountability 52

aircall

FEBRUARY 16, 2022

When you go the extra mile to acknowledge a person’s hard work, it shows how dedicated you are to earning their business. ” — Miranda Fisher, SDR/BDR Manager, North America. A Gen Z prospect working for a start-up will have different needs and will respond to a different approach than a long-serving member of a centuries-old institution.

Personalization 62

Personalization Sales CRM Call Center 62

Avaya

JUNE 22, 2017

See Avaya’s latest customer engagement solutions available for on-premises, cloud, private cloud, or hybrid implementations. See Avaya Oceana demonstrations for any vendor’s on-premises, cloud, or hybrid contact center solution. To schedule a demonstration at Call Center Week or at another time, please email me at blgutnick@avaya.com.

Call Center 51

Call Center Customer Experience contact center solutions Contact Center 51

Lumoa

FEBRUARY 14, 2024

But, developing a CX strategy that works is much more challenging than simply fine-tuning customer service processes. That’s why it’s essential to continuously iterate new approaches to see what works best and integrate those into your CX strategy. One CX software that works well for most companies is Lumoa.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

aircall

FEBRUARY 2, 2018

Slite functions as a hybrid between Slack and Evernote as a way for teams to share large amounts of information in an organized fashion. A quick screen share would fix everything, but coordinating schedules would mean sacrificing one of your nightly REM cycles. Here, as in most of life’s endeavors, information is power.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103