TCN

SEPTEMBER 27, 2023

Cloud-based call center technology provider TCN will host the final webinar of the 2023 series. The post TCN Capping off its 2023 Webinar Series by Helping Contact Centers Streamline Automated Processes and Payments appeared first on TCN.

Contact Center 59

Contact Center Call Center Technology 59

CCNG

JULY 12, 2020

We will continue to update this contact-center-centric resource as new information becomes available. COVID-19 for Contact Centers Member Response to COVID-19. Contact centers during a crisis: An action plan from experts. Tips for Mitigating the Impact of Pandemics on Contact Centers , by Donna Fluss.

Contact Center 221

Contact Center CCNG Best practices Government 221

Fonolo

NOVEMBER 16, 2023

A well-designed chatbot can be a powerful addition to your call center toolkit. And call centers are quickly getting onboard, with as many as 75% of contact centers currently using chat solutions to boost productivity. link] Watch our Full On-Demand Webinar to Get the Whole Story!

Interactive Voice Response 75

Interactive Voice Response Chatbots Self service Contact Center 75

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What AI tools Will Improve Contact Center CX?

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Cisco - Contact Center

SEPTEMBER 11, 2020

They’re also seeing the role of the contact center evolving from not just problem solving, but playing a part of the greater customer journey and influencing the experience of the customer. Transform Your Contact Center . Join Our Webinar. We look forward to seeing you at our webinar. Additional Resources.

Contact Center 96

Contact Center Abandon Call contact center solutions Self service 96

TCN

APRIL 5, 2023

a global provider of a comprehensive cloud-based call center platform for enterprises, contact. The post TCN to Kick Off 2023 Webinar Series Aimed at Improving Contact Center Operations appeared first on TCN. WHAT TCN, Inc.,

Contact Center 52

Contact Center Enterprise Call Center 52

The Call Center School

AUGUST 25, 2020

Especially in the contact center industry, which is heavily influenced by employee attrition, recruiting, training as well as motivating the right people with the right skills can be a real challenge. Our free webinar series on ' Agent Staffing in 2020' is designed to help you overcome this challenge.

Contact Center 97

Contact Center 97

Fonolo

AUGUST 5, 2021

How to Foster Agent Engagement in a Hybrid Contact Center. Even if a call center is properly equipped for remote work, it’s more difficult for agents to get facetime with management when issues arise simply because they can’t just walk over to their desk and ask for help. 15 Powerful Call Center Training Methods.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

CX Global Media

DECEMBER 18, 2018

Regardless of the economic cycle, turnover can be a problem for a lot of contact centers. Whether it’s just retaining any person to be in your contact center or just those high performers. Many people that are finding fulfillment and they like working in contact centers. Edited transcript. Empowerment.

Contact Center 149

Contact Center Call Center Coaching Management 149

Cisco - Contact Center

JANUARY 8, 2020

Transitioning your on-premises call center to the cloud creates enormous opportunities for growth and innovation. According to our recent global survey, 62% of contact center executives plan to implement a cloud contact center within the next 18 months. Why you need guardrails for your contact center.

Best practices 88

Best practices Contact Center Cloud contact Enterprise 88

CX Global Media

AUGUST 1, 2019

I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic. How Coca-Cola® Adds Life to Contact Center Employee Engagement.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

CCNG

JANUARY 19, 2021

Connect with me on LinkedIn [link] to let me know your feedback on these trends and on the webinar. Richard Kenny is an 18 year veteran of the contact center industry, working as the Senior Product Marketing Manager, Contact Centre & Unified Communications for Poly (formerly Plantronics).

Call Center 195

Call Center CCNG Contact Center Feedback 195

The Call Center School

OCTOBER 7, 2020

The next webinar in our series on 'Agent Staffing in 2020' will focus on a crucial topic that every business is concerned about. Together with industry expert Irene Chung , Co-founder and CEO at StellarEmploy, we will dive into the tools and methods available to achieve great outcomes for open frontline roles.

Contact Center 118

Contact Center 118

CX Global Media

MAY 11, 2020

In recent years, there has been a rising tide of interest in the use of Artificial Intelligence (AI) in contact centers. STOP : What are the truths of AI in contact centers? What about the uniqueness of your contact center, the work you perform, and your strategic positioning in your organization.

Contact Center 194

Contact Center Technology Customer centricity Customer emotions 194

TechSee

MARCH 23, 2020

Work from home (WFH) for customer service agents is a concept that has rapidly gained traction over the past few years, enabling enterprises to partially address the ongoing contact center recruitment crisis. Shift your contact center to a WFT model: a seven-point plan.

Call Center 109

Call Center Contact Center Enterprise CRM 109

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

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. Will remote agents continue to represent a significant proportion of the call center workforce? The contact center workforce was already going remote. Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Fonolo

SEPTEMBER 24, 2020

Join us for a one-hour webinar to learn what’s missing from your communication strategy and where to invest to win more customer’s hearts (and wallets). Join Fonolo, and The National Credit Union Call Center Conference on: Friday, October 8 th, at 2:00 PM ET / 11:00 AM PT for the live webinar and Q&A.

Banking 109

Banking Contact Center Call Center Technology 109

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. Brian Cantor Leading CX Industry Analyst Contact Center Week. People learn the most at the moment of need, and when training occurs in small units called microbursts, embedded within everyday work activities. and Make Every Agent Your Best Agent. Register Now.

Call Center 89

Call Center Contact Center Consulting Consulting 89

Cisco - Contact Center

FEBRUARY 21, 2020

According to Cisco’s global contact center survey, 53 percent of contact centers report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges. Webinar Highlights. Learn More.

Customer Experience 106

Customer Experience Customer centricity contact center solutions Contact Center 106

Cisco - Contact Center

SEPTEMBER 3, 2020

According to Cisco’s global contact center survey , more than half of contact centers now report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges. Join our Future of Work Webinar.

Contact Center 110

Contact Center contact center solutions Analytics Surveys 110

Balto

DECEMBER 4, 2023

This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. Every contact center has the capability to add value to their company through customer acquisition. Get Clear on the Goal and Mission of Your Contact Center First, define what you’re trying to accomplish in your contact center.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

Cisco - Contact Center

MAY 13, 2020

An invitation from Vinod Muthukrishnan, Chief Growth Officer for Cisco Contact Center, and Matthew Saskin, Vice President of Customer Experience for Selligent. For many organizations, delivering a great customer experience starts with the contact center as perhaps the only point of contact. Join our Webinar.

Customer Experience 109

Customer Experience Contact Center contact center solutions Analytics 109

Thinq

OCTOBER 6, 2017

In fact, voice still accounts for roughly 50% of all contact center interactions. Fortunately, we have built a better way for companies to manage their Toll-Free calling. How Toll-Free LCR Benefits Contact Centers [Webinar]. 5:46 – Call center trends. 5:46 – Call center trends.

Contact Center 55

Contact Center Technical Support Interactive Voice Response Call Center 55

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. For press inquiries, contact Drew Pizzini at dpizzini@jacada.com. Register Now.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

ProProfs Blog

DECEMBER 22, 2020

In the 70s and 80s, call centers were treated as a sales tool by large enterprises where agents would call up the consumer to sell a product. This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. That’s not all.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

Fonolo

JANUARY 4, 2018

Every year we read about what promises to be the hottest contact center trends. The call center landscape is more complex than ever, and wasting time on trends that don’t benefit you will only lead to failure. Phone Calls Are Essential. VPs & Directors of Contact Centers. Plus So Much More!

Contact Center 59

Contact Center Chatbots Call Center Education 59

Contact Center Pipeline

MARCH 28, 2019

How can contact centers leverage artificial intelligence (AI), speech analytics and agent enablement tools to improve agent performance, as well as customer-focused metrics like Net Promoter Scores (NPS) and Customer Satisfaction (CSAT)?

Contact Center 133

Contact Center Technology Analytics Metrics 133

Contact Center Pipeline

JULY 7, 2017

Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques on the topic of quality monitoring (QM). On the back of this, here is a bite-sized version of the most valuable takeaways from the day.

Contact Center 174

Contact Center Best practices Benchmark Coaching 174

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. According to a report by SmallBizGenius , sales representatives must make an average of 18 calls to reach one potential buyer.

Call Center 52

Call Center Scripts CRM Contact Center 52

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. If this topic interests you, you might want to check-out our post from 2 weeks ago The Hidden Power Structure of Cloud-Based Call Centers. Our favorite chart: KPI Guide for Omni-Channel Contact Centers.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141