Skybridge

JUNE 1, 2020

It has softened customer expectations of some providers, while intensifying their frustrations with others. Yet, at the center of all of these shifting priorities, one thing has remained remarkably consistent: the power of a talented, engaged customer care agent to strengthen the bond between brand and customer.

Customer Care 52

Customer Care At home agents Call Center Education 52

Ansafone

APRIL 25, 2020

We are your Covid-19 Management Response Team to help you get through all facets of business challenges and customer care operations during this time. During a public health crisis such as Covid-19, business continuity and disaster recovery are both vital and necessary criterias for a sound business enterprise.

Call Center 62

Call Center Management Customer Care Enterprise 62

Vcaretec

JULY 27, 2020

For this reason, many businesses choose to outsource their support to customer care specialists who are specifically trained in empathy, de-escalation, and problem solving. Below is a list of pros and cons for each type of call center. Below is a list of pros and cons for each type of call center.

Call Center 52

Call Center outsourcing Airlines Education 52

Skybridge

JUNE 29, 2020

Last March, I wrote about what I saw happening to the customer care industry when COVID-19 forced entire call centers to close their doors, send their agents home, and scramble to provide the technology necessary to get those agents back on the phones. It was ugly. It threatened to destroy them. When is it wise?

Call Center 52

Call Center Customer Care Coaching Technology 52

Serenova

AUGUST 4, 2020

However, creating a customer experience that engenders lasting customer loyalty and affection requires organizational-wide commitment and prioritization, often with C-level support. What is a Call Center? Call centers often serve several functions — including billing, telemarketing, debt collection and more.

Call Center 52

Call Center Interactive Voice Response contact center solutions Contact Center 52

Xaqt

APRIL 1, 2020

COVID-19 has created a perfect storm for call centers as companies are being hit from multiple sides. Many are facing service disruptions to their core business that is driving call volume to unprecedented levels. All the while, customers are paying attention to how companies respond and will remember their experience.

Call Center 52

Call Center Interactive Voice Response Contact Center Chatbots 52

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? Whatever anyone says, attending live events is essential if you want to keep up and keep involved with the industry around. Call & Contact Center Expo USA, Las Vegas. Customer Service and Contact Center Conferences in January 2020.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Spearline

MAY 17, 2022

We are excited to let you know that Spearline will be exhibiting at this year’s Customer Contact Week (CCW) in Caesars Forum, Las Vegas, from June 20 – 23, 2022, and we can’t wait to talk to as many of you as possible at the Spearline booth. Meet your Spearline team at Enterprise Connect!

Telecommunications 98

Telecommunications Enterprise Contact Center Call Center 98

SharpenCX

MARCH 17, 2020

But now, schools closing , large events canceled, and entire companies moving to remote work, everyone has felt the effects of COVID-19 (even those who just need to find some toilet paper actually in stock). These are the times where a call center business continuity plan enters the picture. What’s a business continuity plan ?

Call Center 90

Call Center Contact Center Contact center software Technology 90

CX Global Media

DECEMBER 3, 2018

But don’t be complacent if other companies in your industry are not good at providing an excellent social media experience for customers. Social customer care and delivering a social media experience for customers that differentiates is your opportunity to disrupt – instead of being disrupted. Additional Resources.

Customer Care 214

Customer Care Coaching Call Center Marketing 214

COPC

MAY 11, 2017

Featured Event: May 22-25, 2017. will be speaking at CX17, a Genesys-sponsored event that includes four days keynotes, breakouts sessions, networking events, and opportunities to talk with product experts, peers and thought leaders in the customer experience industry. Other Events: May 25, 2017. Learn More.

Best practices 40

Best practices Benchmark Analytics Contact Center 40

Serenova

OCTOBER 7, 2020

Coronavirus has officially kicked the work from home (WFH) trend into a permanent reality — and the call center is no exception. At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Contact Center Pipeline

MAY 28, 2021

May 2021 was packed with virtual industry events. The Pipeline blog also welcomed a steady stream of contact center professionals interested in trends and instructional content for navigating the months ahead as vaccinations continue to rise, businesses restaff and leaders plan for post-COVID customer care operations.

Contact Center 162

Contact Center Customer Care Customer centricity Call Center 162

Chad Schaeffer

NOVEMBER 14, 2013

One of those themes is Social Customer Care. Francis called Social Customer Service – The Basic Building Blocks. Francis called Social Customer Service – The Basic Building Blocks. I’ll be presenting along with Matt Staub ( [link] ) an expert in the field of social care.

Customer Care 48

Customer Care CRM Metrics Marketing 48

Fonolo

NOVEMBER 13, 2018

For 2019, we have hand-selected a list of the “must attend” customer service conferences based on overall quality, content, network opportunities, and potential key takeaways. Customer Contact East: A Frost & Sullivan Executive Mind Xchange. Follow this event on Twitter here. Smart Customer Service 2019.

Customer Service 108

Customer Service Contact Center Education Engineering 108

Call Experts

OCTOBER 5, 2023

It bridges your business and customers, handling inquiries, resolving issues, and building lasting relationships. However, not all contact centers are created equal. While some call centers respond to customer service inquiries exclusively, others are also equipped to schedule appointments and more–it all depends on your requirements.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

CX Global Media

JULY 9, 2019

Her passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Chief Customer Officer, FrontSpin. Typically call center agents train for 2-4 weeks and are not fully productive for another 1-3 months. Call center attrition rates are 40-100%.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Blueship Call Center

AUGUST 1, 2023

A contact center with virtual network operators to take calls and provide prompt service is an answering service. By using a special call forwarding code, a user may quickly send a call to a call center. Never miss a call again Every phone call your firm receives is an opportunity to grow.

Answering services 70

Answering services outsourcing Call Center Wait times 70

Interactions

JULY 29, 2020

While digital channels are increasingly a growing means for consumers to reach their utility when service is required, the majority of customer care issues are still handled by contact center agents. Improving customer experience and lowering OPEX are imperative for utilities.

Contact Center 71

Contact Center Virtual Agent Self service Customer Care 71

Call Experts

APRIL 8, 2024

It bridges your business and customers, handling inquiries, resolving issues, and building lasting relationships. However, not all contact centers are created equal. While some call centers respond to customer service inquiries exclusively, others are also equipped to schedule appointments and more–it all depends on your requirements.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Skybridge

AUGUST 24, 2023

Deloitte Digital 2023 Report on New Realities for Contact Center Transformation Have your customers been looking for a better experience at your contact center? If the thought of outsourcing your in-house customer care operation sounds as pleasant – and safe – as juggling chainsaws while running a marathon, I get it.

outsourcing 52

outsourcing Contact Center Customer Care Average Handle Time 52

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. We will continue to update this contact-center-centric resource as new information becomes available.

Contact Center 221

Contact Center CCNG Best practices Government 221

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Learn from industry experts and your peers in almost 80 different sessions during this exciting event.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

aircall

OCTOBER 6, 2022

Aircall, a global provider of an integrated, easy to use, cloud-based phone solution, used in millions of daily customer care, sales and support calls, today announces its new office opening in Madrid. This will allow the company to keep up with growing demand in the region and recruit new talent in technology and product areas.

Marketing 62

Marketing SaaS Education CRM 62

CX Global Media

JULY 8, 2019

The Contact Center Virtual Summit , has a Speaker Faculty of more than 35 industry experts that deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. The Expert Sessions are part of the CCVS event and can then be accessed on-demand whenever you need it.

Contact Center 120

Contact Center Education Coaching B2B 120

Call Center Weekly

JANUARY 24, 2018

The possibilities are endless, but here are three ways to use digital content to enhance the customer experience: Social media Whether you offer formal social media customer care or not, you can use social platforms to educate your customers. Follow the leader: LinkedIn | Twitter.

Education 149

Education Contact Center Customer Care Customer Experience 149

Aspect

OCTOBER 10, 2017

With families displaced, homes destroyed and sadly, lives lost, the disruption of communications has been offset by some contact centers stepping up to become hubs of information. We’d like to take a moment to highlight a few contact center operations that have shown a commitment to helping out those impacted by these recent calamities.

Contact Center 147

Contact Center Call Center Government contact center solutions 147

Fonolo

JANUARY 14, 2020

Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders. Customer Think. When it comes to call center blog sites, CustomerThink has it all. It’s a global online community of business leaders with a customer-centric approach. . Moving your call center to the cloud.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CX Global Media

JULY 12, 2019

About Michael Replogle : International Executive Vice President who has successfully driven call center performance and productivity for more than 32 years in such companies as JP Morgan Chase, USAA, Regus, Direct Energy, and 1800Flowers.com. Bill White Executive Director – Customer Care, ???Stuller, Stuller, Inc.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Fonolo

NOVEMBER 28, 2018

I gave a presentation two weeks ago at TADSummit looking at how customer service tech (and call center tech in particular) is being built more and more on the same set of platforms. The presentation pulls together ideas from these posts: The Twilio / Amazon ‘Stack’ Will Dominate the Next Call Center Era.

APIs 67

APIs Call Center Engineering Contact Center 67

Fonolo

JANUARY 10, 2018

Fonolo is excited to return as a sponsor for this year’s Customer Contact Week (CCW), January 22-25th, 2018 at the Hyatt Regency in New Orleans, Louisiana. Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series. In 2018 they introduced a new brand, Customer Contact Week.

Contact Center 57

Contact Center Call Center Chatbots Education 57

Fonolo

MARCH 25, 2019

They discuss its impact on the customer service space and what the future holds. The ultimate purpose of this event is to help you clearly understand these technologies, while demystifying AI and NLP in the process. VPs & Directors of Customer Experience. VPs & Directors of Web/Social Media. The Panelists. Tobias Goebel.

Engineering 70

Engineering Contact Center Chatbots Education 70

NobelBiz

FEBRUARY 21, 2023

Even though technology has improved in the call center industry, the level of customer experience is still mostly determined by how people interact with each other. Building customer loyalty and setting yourself apart from your competitors also depends on how competent are your agents.

Contact Center 52

Contact Center Call Center CRM Call Logging 52

Vcaretec

AUGUST 8, 2023

Strong post-sale support may alter how customers see your goods and services. After every profitable transaction, you can quickly raise the value of your brand by using customer care outsourcing service. By doing that, you may win over devoted customers who will remain with you for all of their future transactions.

outsourcing 52

outsourcing Customer Care Sales industry standards 52

Call Experts

MAY 20, 2022

Contact centers can also provide after hours support for all non-urgent phone calls so that you don’t miss out on opportunities even when you’re not at work. What is a Contact Center? A contact center handles voice calls for companies. Call centers have numerous advantages over traditional call centers.

Contact Center 98

Contact Center Answering services Call Center outsourcing 98

Fonolo

MARCH 4, 2020

As the conversation unfolded, it became increasingly clear that the secret to a solid customer service program at a household name like ADP comes down to nurturing a positive culture: top-down, bottom-up, inside-out, from agent to leadership, and then on to the customer. Top related content: How to Reduce Hold Time in Your Call Center.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

NobelBiz

MARCH 21, 2023

Key Takeaways: You have to pinpoint the exact reason for a low FCR Your call center should be a customer-centric business Proper ongoing agent training and monitoring Call center technology has evolved to deliver proper performance levels, quality, and FCR enhancement. Review call records and logs.

First call resolution 52

First call resolution Call Center Contact Center Abandon rate 52