Fonolo

MAY 19, 2022

The queue is full to the brim with customers who were unable to call in over the last couple of days. Your agents are rushing through each call, letting their customer service level slip to meet the demands. If the above sounds familiar, call-back technology may be a step in the right direction.

Contact Center 87

Contact Center Technology Interactive Voice Response CRM 87

Fonolo

JANUARY 25, 2022

From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center. Industry Report: State of the Contact Center 2022. What does call center workforce optimization look like?

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

SharpenCX

JULY 1, 2020

Read Now: Boosting Morale for Your Work From Home Call Center With Four Engagement Tactics. For example, maybe you’re on a Google Hangout for a team meeting. One agent, Patrick, questions another one of your agents, Ashley, about how she handled a customer interaction. But, it’s important to meet her where she is.

Contact Center 137

Contact Center Management call center workforce Morale 137

Fonolo

MAY 19, 2022

The queue is full to the brim with customers who were unable to call in over the last couple of days. Your agents are rushing through each call, letting their customer service level slip to meet the demands. If the above sounds familiar, call-back technology may be a step in the right direction.

Contact Center 67

Contact Center Technology Interactive Voice Response CRM 67

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Switching to an entirely remote workforce can solve many staffing challenges.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

NobelBiz

FEBRUARY 22, 2023

The data collected, measured, and analyzed for contact centers is an absolute gold mine. When used wisely, it can greatly improve the customer experience. In other words, the link between data and customer experience can become a virtuous circle. Table of Contents show What is Customer data analytics?

Analytics 52

Analytics Contact Center Call Center call center workforce 52

Playvox

MAY 24, 2023

Choosing the right call center workforce management metrics to monitor and manage in your customer support center is essential for the success and longevity of the customer experience. Workforce management metrics provide crucial insight into how well you are planning your workforce.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

Insite Managed Solutions

JUNE 9, 2016

Having touched over 650 contact centers, one of the frequent challenges we’ve discovered is the lack of partnership between the Workforce Department and the Operations Department. Often times, they have the same goals such as a consistent customer experience. The next steps should include a weekly meeting.

Management 40

Management call center workforce Coaching Contact Center 40

Dialer 360

SEPTEMBER 14, 2022

For call center optimization you need to think about improving your customer experience. While providing outstanding customer service should always be the aim of a call center, it shouldn’t be your primary objective. It’s wonderful if your agents treat customers with respect.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26

Cisco - Contact Center

FEBRUARY 18, 2020

They’ve expressed their desire for an open and secure platform that gives them reliability and business continuity, with new flexibility and agility needed to meet the ever-changing demands of their business. Integration with Webex Experience Management (formerly CloudCherry). Highlights of What’s New.

Contact Center 123

Contact Center Enterprise Self service contact center solutions 123

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Now workforce management is being chartered with some new missions – managing agents in new social media and customer interaction channels, providing a much better user experience for agents as well as ensuring the best customer experience, while maintaining low cost.

call center workforce 54

call center workforce Call Center Technology Management 54

Fonolo

JUNE 21, 2018

VPs & Directors of Customer Experience. Shai is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions. As an innovator in the space, Shai is on a clear mission to educate the call center industry on how to improve the customer experience. Moderator: Amy Vigil.

Contact Center 52

Contact Center Abandon rate Management Call Center 52

Verint

APRIL 23, 2018

Pre-conference workshops , user groups, and a broad range of informative breakout sessions offer many opportunities to learn how to leverage Verint solutions more effectively to meet real-world business challenges. They can also share their perspectives on doing business with us in the Customer Experience Zone.

Best practices 31

Best practices Contact Center Feedback Customer Experience 31

Outsource Consultants

JANUARY 19, 2021

Training a single call center employee can cost as much as $7,500 ). Efficiency — Nearshore call centers often boast greater English-language skills and cultural affinity for domestic organizations, which can impact customer experience. Myth #2: India as a Call Center Destination is Over.

outsourcing 98

outsourcing Call Center call center workforce Technical Support 98

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. Are your customers happy? Why do metrics matter? How do you know? ​​How

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

NobelBiz

FEBRUARY 21, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. That’s where the role of a cloud contact center solution comes in.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. That’s where the role of a cloud contact center solution comes in.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

Verint

AUGUST 17, 2017

I recently recorded a podcast with Verint’s Kelly Koelliker entitled, “Millennial Workforce? in which we discuss the characteristics of millennial workers and how contact center managers can best prepare to meet those needs in the years ahead. Don’t Panic!”

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

NobelBiz

OCTOBER 17, 2023

Additionally, without adequate security measures, they inadvertently expose sensitive customer data. If you’re curious about the latest developments in call center workforce management, join us for a captivating episode of ‘First Contact: Stories of the Call Center,’ featuring Jon Arnold, a leading analyst in communication tech.

Call Center 59

Call Center Management Contact Center Analytics 59

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance.

Management 86

Management Gamification Quality management Schedule adherence 86

Verint

FEBRUARY 21, 2018

Hear from Holland American Line, PlumChoice, NRG Energy, Allianz Worldwide Partners, Premier Bankcard and Navy Federal Credit Union on how they put Verint solutions to work to better serve their customers. Share your perspectives on doing business with us in the Customer Experience Zone.

Entertainment 36

Entertainment Best practices Journey mapping Management 36