SmartAction

OCTOBER 26, 2023

The healthcare landscape underwent a profound transformation in the aftermath of the COVID-19 pandemic, reshaping the traditional roles of Interactive Voice Response (IVR) systems and contact centers. In some cases, call volumes surged by over 600% compared to typical levels.

Healthcare 68

Healthcare Interactive Voice Response Virtual Agent Self service 68

Comm100

JUNE 25, 2020

First, the COVID-19 pandemic revealed the need for companies to keep business going responsibly. However, you don’t want to lump in a message statement about supporting Black Lives Matter and then a paragraph later talk about an awesome sale you’re having. Many businesses have had to close due to shutdowns over the COVID-19 pandemic.

Customer Service 52

Customer Service B2B Sales Customer Care 52

Aspect

MARCH 23, 2020

However, the state of the world surrounding the COVID-19 pandemic is not about whether a data center is working, but how a remote workforce can access it. As previously reported , we had a remote workplan with 20% of our support teams working from home at any given time. Did our associates have appropriate support from their ISPs?

Education 123

Education Consulting Consulting Customer Support 123

Aspect

MAY 18, 2020

It’s a brave new world for contact centers in the wake of the COVID-19 crisis. T he key features below are examples of what will be necessary to support the priorities of the “new normal” for contact centers: . appeared first on Aspect Blogs. The post What Product Features Should I Look for in a WFM System?

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

Comm100

NOVEMBER 29, 2021

Organizations relying on call center support were forced to transition to digital channels during lockdowns. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents. All the while, significant tech advancements were made, particularly within AI and automation.

Customer Service 85

Customer Service Chatbots Surveys Customer retention 85

Call Design

APRIL 28, 2021

Since the beginning of 2020 and the inception of COVID-19, contact centers have had to make adjustments as to the way we work and employees’ daily lives. On any given day, agents might experience more extended workdays due to higher call volume, handling of complicated subjects, and customer complaints, and aggravation.

Contact Center 78

Contact Center Education Management Personalization 78

bold360 Blog

AUGUST 27, 2020

The early days of COVID-19 were a make or break moment for so many service and support teams. For support teams that hadn’t invested in self-service and digital tools like chatbots , the pandemic brought unmanageable surges in call volume that led to long wait times and rampant customer dissatisfaction, as well as burned-out agents.

Customer Support 52

Customer Support Chatbots Transportation Self service 52

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. ed.berndt@aspect.om.

Government 153

Government Contact Center Education Consulting 153

Uniphore

JUNE 10, 2021

Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. What is the Biggest Challenge You Faced During COVID-19? 13% High Call Volume. Use Self-Service to Handle High Call Volume. Call Volume During COVID-19. Download eBook.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

Hodusoft

FEBRUARY 29, 2024

In this blog post, we have listed the challenges MSPs’ call centers usually face, seven alarming signs that can indicate something is wrong in the call center operations, and six effective solutions. High Call Volume In call centers, call volume is a metric used to measure the number of inbound calls in a specific period.

Call Center 52

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

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. Adding a chatbot to customer support helps brands handle large volumes of inquiries and gives agents more time to focus on more complex issues. Understanding things like the type of content to publish, topics to focus on, and choosing a blogging platform.

Chatbots 53

Chatbots Finance Marketing Surveys 53

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. We’re all adapting since COVID-19 struck, maybe better than we initially expected. The call center industry was beyond the experimental phase of work-from-home before COVID-19 hit. Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

bold360 Blog

APRIL 1, 2020

Knowledge is power, especially during the COVID-19 pandemic when both individuals and organizations alike are struggling with uncertainty. COVID-19’s Double Whammy. COVID-19 has caused massive disruption in the customer service and contact center space, on both the supply side and the demand side.

Call Center 95

Call Center Management Self service Abandon rate 95

bold360 Blog

SEPTEMBER 23, 2020

Worried about the risk of visiting a branch in person, members who are using remote deposit capture for the first time are contacting you for technical support. told attendees at the recent CXNext virtual event that support calls and chats skyrocketed with COVID-19-related questions. Fast Track in a Time of Crisis.

Self service 52

Self service Technical Support Banking Call Center 52

Totango

MARCH 25, 2021

March marks the official one-year anniversary of the COVID-19 pandemic. Digital Customer Success = 1 COVID = 0. Digital Customer Success = 2 COVID = 0. Digital Customer Success = 3 COVID = 0. Can you believe it has been a year? SevenRooms collaborates remotely. Zoom scales Digital CS for rapid growth.

Real estate 62

Real estate B2B Enterprise Marketing 62

bold360 Blog

SEPTEMBER 8, 2020

COVID-19 Has Accelerated Digital Channels and Remote Work. Patrick Quinlan, Senior Manager, Self-Service & Analytics, Citrix (a company supporting remote work), witnessed “a significant increase in call volume and in the utilization of our products” as COVID-19 compelled remote work for almost everyone. “We

Chatbots 52

Chatbots Self service Banking Employee engagement 52

Nicereply

AUGUST 3, 2021

If you have the volume, you should get a dedicated team. If your business is growing fast, then your customer service ticket volume is, too. At Peak Support , our account managers typically handle 10, and we offer dedicated team leads for teams as small as four agents. Good customer support requires top-notch training.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

Comm100

NOVEMBER 29, 2021

Organizations relying on call center support were forced to transition to digital channels during lockdowns. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents. All the while, significant tech advancements were made, particularly within AI and automation.

Customer Service 63

Customer Service Chatbots Surveys Customer retention 63

Totango

AUGUST 21, 2020

Shelby Czarnota: Through Totango, we are putting the customer at the center, enabling Aaccount collaboration and transparency supporting our Customer First mindset. The field was hungry for the right tools to support their processes. Question: How did Totango help with this cloud transformation and how many Totango users do you have?

Upselling 115

Upselling Accountability Metrics SaaS 115

Beyond Philosophy

AUGUST 11, 2022

Mandy Morgan wrote in with a litany of comments that support how I feel. However, some of these things were broken before COVID. So, to answer my question, I was a grumpy old man. However, was I justified? Is it me alone? It turns out it wasn’t. But wouldn’t she like another drink while she waited?

Airlines 365

Airlines Calibration Self service Consulting 365

Talkdesk

JUNE 18, 2020

This is a guest blog from Amanda Verner, Marketing Manager at ProcedureFlow , a Talkdesk AppConnect partner. Contact centers are one of the many industries feeling the impacts of the coronavirus (COVID-19) and right now, it’s anything but business as usual. ProcedureFlow makes your employees experts faster.

Management 63

Management Government Call flow Scripts 63

TeleDirect

MARCH 9, 2023

Learn about the latest trends in work-from-home call centers since the onset of the COVID-19 pandemic. Work From Home Call Center Trends After COVID-19 Since the COVID-19 pandemic began, modern society has undergone massive changes. The post Work From Home Call Center Trends After COVID-19 appeared first on TeleDirect.

Call Center 62

Call Center outsourcing Technology Analytics 62

bold360 Blog

MARCH 26, 2020

The ongoing COVID-19 pandemic is having massive impacts on how companies engage with their customers and employees. Effective response in a crisis requires that companies deploy operational agility in delivering customer engagement and support. Being relentlessly helpful earns customers for life.

Employee engagement 66

Employee engagement Chatbots Self service Customer centricity 66

Altivon

JUNE 13, 2020

Contact Centers Demonstrate Value Amid COVID-19 and Beyond. In its latest report, “The Inner Circle Guide to Contact Center Remote Working Solutions,” ContactBabe l surveyed US contact centers about the challenges they are facing during the COVID-19 pandemic. Remote Work Before COVID-19: Survey Results From 2019.

Abandon rate 52

Abandon rate Contact Center contact center solutions Transportation 52

Certified Languages International

AUGUST 10, 2020

This is the third post in our series discussing the future of language access and COVID-19. With on-site care volume down, how do you keep your staff interpreters busy? Stegall described the flexibility of Parkland ’s system in relation to COVID-19. At the start of the pandemic, Parkland lost over 50% of their case volume.

Healthcare 93

Healthcare Call Center Customer Care Technology 93

VocalCom

MAY 13, 2020

As the current COVID-19 pandemic continues to impact businesses across the world, many retailers have been forced to rethink their customer service practices. Managing call volumes and new web callback functionality. The COVID-19 crisis made it necessary to reduce contact center hours at the office.

contact center solutions 62

contact center solutions Cloud contact Contact Center Inbound sales 62

Upstream Works

JUNE 10, 2020

Every aspect of every business has been forced to adapt to COVID-19. The circumstances around COVID-19 measures make it critical to ensure contact center operations are running smoothly so that businesses can meet changing customer demands. Many omnichannel contact centers are also seeing a rise in call and interaction volumes.

Contact Center 78

Contact Center Personalization Self service Best practices 78

VocalCom

JUNE 24, 2020

COVID-19, accelerating the industry’s digitalization. Chat bots and virtual assistants have become very popular during the COVID-19 crisis to help organizations manage increased volumes of calls, reduce waiting time and manage costs. Technology is now the glue that is holding the digital economy together.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

Interactions

FEBRUARY 4, 2021

We talk a lot about business continuity planning (BCP) and crisis management on our blog. How can contact centers handle volume spikes? How, after a year (or more) of the pandemic, will businesses transition back to incorporating more in-person volume? Transitioning to a post-COVID world. But what about the opposite?

Self service 62

Self service Best practices Personalization Technology 62

Comm100

JUNE 23, 2022

Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs. Not only does Comm100 meet the support needs of these schools, but it’s also increasing enrolment, engagement, and satisfaction, all while reducing operational costs.

Chatbots 82

Chatbots Education Wait times CRM 82

bold360 Blog

APRIL 13, 2020

As the COVID-19 global pandemic continues, customer experience (CX) is experiencing a double-whammy. On the customer side, there’s a higher volume of need and more urgency around getting those needs met fast. And they can also be prime disruptors when agents WFH as they confront surging call volumes.

Chatbots 69

Chatbots Self service Call Center Employee engagement 69

bold360 Blog

APRIL 12, 2021

To uncover how COVID-19 has transformed how customers and companies interact for the long term, we went straight to the frontlines. Customers who simply demand faster and better support have become much more open to self-service options. Nobody had heard of them before COVID,” says Mehta. “T

Multichannel 52

Multichannel Self service Chatbots Sales 52

bold360 Blog

MARCH 16, 2020

COVID-19, the disease caused by the novel coronavirus, has disrupted the way we live our lives. As volume grows across your digital channels it is key to manage the additional strain on your contact center. It will also reduce the number of escalations to phone agents or level 2 support.

Customer Experience 59

Customer Experience Front-line service Self service Contact Center 59

bold360 Blog

APRIL 28, 2021

Like many businesses during much of 2020 with customers impacted by COVID-19, the UK bank saw spikes in customer service demand. Many more bank customers actually wanted to use live chat, but the bank didn’t have enough agents available to support all the demand. Connect the Knowledge Base.

Banking 52

Banking Chatbots Average Handle Time Wait times 52

Aspect

JULY 23, 2021

Aspect Unified IP is the premier enterprise contact center solution for high volume, compliant customer outreach. To best support customers who are not yet ready to move their contact center system to the cloud, Unified IP 7.4 Service Pack 2 becomes generally available July 30, 2021. In our latest release, Unified IP 7.4

Best practices 62

Best practices contact center solutions Contact Center Enterprise 62

Inbenta

NOVEMBER 3, 2022

In this blog post, we’ll explore the key benefits and use cases of healthcare chatbots and why healthcare companies should invest in chatbots right away. CASE STUDY: HEALTHCARE CHATBOT IN GLOBAL PHARMACEUTICAL COMPANY This Fortune 500 pharmaceutical giant needed help with high monthly chat volume. Collect patients’ data and feedback.

Healthcare 96

Healthcare Chatbots Morale Transportation 96

VocalCom

MARCH 23, 2020

The current global threat of COVID-19 is having an unprecedented effect on the way people live and work. Contact centers are scrambling to handle an explosive increase in call volume at a time when people are being told to work from home.

Contact Center 62

Contact Center Government CRM contact center solutions 62