Customer Service Professional Development – Resources To Help You Learn & Grow

Comm100

When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Author of The Service Culture Handbook.

3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV

Callminer

Thousands of call center professionals. Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service. One spectacular location.

The Contact Center Guide to Managing Spikes in Call Volume [Industry Report]

Fonolo

Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Tracking Your Call Volume Data.

Catch Fonolo at GTACC 2017

Fonolo

On Thursday, November 2nd, 2017 at Pearson Convention Centre in Brampton, Ontario, GTACC will bring together call center professionals from across the country. Year over year, the Canadian call center community continues to show tremendous growth.

4 Insightful Contact Center Reports You Should Be Reading

Fonolo

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. Contact Center Priorities for 2018.

The Contact Center Guide to Managing Spikes in Call Volume [Industry Report]

Fonolo

Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Tracking Your Call Volume Data.

Join Fonolo at ICMI’s Contact Center Expo & Conference

Fonolo

What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. Tradeshow season is upon us!

Join Fonolo at ICMI’s Contact Center Expo & Conference

Fonolo

What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. Tradeshow season is upon us!

Working together to improve customer relationships

TRUSTID

Managing your customer relationships is a company-wide effort. It involves multiple departments within an organization, including sales, customers service and IT, to name a few. According to the recent article, “Is Your Contact Center Ruining Your CX?”

Working together to improve customer relationships

TRUSTID

Managing your customer relationships is a company-wide effort. It involves multiple departments within an organization, including sales, customers service and IT, to name a few. According to the recent article, “Is Your Contact Center Ruining Your CX?”

4 Insightful Contact Reports You Should Be Reading

Fonolo

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. Contact Center Priorities for 2018.

Rethinking the caller authentication journey

TRUSTID

Call center professionals are constantly trying to secure their private data while improving their customer experience. Today, more than 70% of customers identify phone calls as their ideal customer service option.

Leadership that Engages in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents.

Nearshore Spotlight: Colombia

Outsource Consultants

Bogota is the heart of Colombia’s call center industry. Selecting a call center partner is a time-consuming effort where real business consequences are at stake. What’s more, to identify the right call center partner in an exact location is even harder.

Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. The job isn’t only about picking up the phone 24/7, it entails establishing customer relationships based on value and satisfaction. Service Level. Abandoned Call Rate. Call Center Metrics