AWS Machine Learning

NOVEMBER 23, 2022

We started with physical tracks in Chicago and London, and now have tracks in most of our 20+ technology centers around the globe and several racers participating in the DeepRacer Championship Cup at AWS re:Invent. It started small, but immediately provided value and, more importantly, entertainment to the participants of the program.

Entertainment 71

Entertainment Coaching Engineering Management 71

Taylor Reach Group

APRIL 14, 2021

This approach can allow organizations to eliminate some of the more challenging and problematic elements associated with WFH, including hiring, coaching, training, mentoring, sustaining culture, and engaging front-line staff. This will require investment in online tools and technologies.

Contact Center 152

Contact Center Coaching Consulting Consulting 152

CX Global Media

NOVEMBER 19, 2018

I’ve spent most all of my professional life being invited into organizations by the contact center to help them implement and adopt new practices, technologies and approaches. Those reluctant to change want to merely adjust their training processes, instructional methodologies and existing learning technologies.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

CX Global Media

FEBRUARY 6, 2019

Here is an edited transcript of my interview with Alon Wolks: Jim Rembach : Hey this is Jim the Fast Leader Show and Call Center Coach and I’m here at CCW with Alon Walks of Kustomer. Whenever these changes of an event happen, they’re able to understand everything quickly. appeared first on Call Center Coach.

Contact Center 270

Contact Center B2C Coaching Call Center 270

Call Design

AUGUST 9, 2021

Technology is always advancing so to remain competitive it is important for every organisation to regularly review the systems and processes in place to see how these can be improved. Modern technology can respond to situations faster than most human counterparts, providing a competitive edge when achieving KPIs.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Vistio

MARCH 11, 2024

Utilize Technology to Enhance Agent Training Leveraging technology, such as artificial intelligence and next-best-action guidance systems, can significantly enhance the effectiveness of agent training and provide invaluable insights into agent performance. Discover the power of Vistio’s contact center technology solutions today!

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

The Northridge Group

JANUARY 26, 2023

Invest in Customer-Friendly Technologies After major or minor health events, members are focused on solving their own problems and on how an insurance provider can help. Investing in knowledge management technologies that arm associates with accurate information offers a means of indirectly improving Medicare star rating numbers.

Healthcare 122

Healthcare Coaching Contact Center Management 122

Fonolo

MAY 27, 2021

Similar to how call-back technology makes agents’ work easier , clear and concise survey questions make it easier for agents to complete the survey. TIP: You can significantly reduce agent overwhelm and high call volumes with call-back technology. Fonolo’s cloud-based call-back technology is a great start.

Call Center 136

Call Center Surveys Coaching Best practices 136

ShepHyken

DECEMBER 14, 2018

Meanwhile, as technology evolves – and the sophistication of attacks along with it – we will likely see technologies such as artificial intelligence and machine learning being applied by malicious actors for more persistent and intelligent attacks.

Customer Experience 261

Customer Experience Government Coaching Customer retention 261

Balto

JUNE 7, 2022

an independent research and advisory firm that provides business and IT executives with the actionable insights they need to navigate technology’s ever-evolving impact on business. Learn more about the event and a chance to win an electric bike on Balto’s event page. About Balto. Founded in 2017 and based in St.

Coaching 52

Coaching Contact Center Best practices Technology 52

CX Global Media

AUGUST 1, 2019

Jim Rembach : Hey, this is Jim with the Fast Leader Show and Call Center Coach and I’m here at Customer Contact Week with my good buddy Ken Goldberg of amplifAI , it was really good to see here. Ken Goldberg : Yeah, well it’s really all about driving the frequency and the effectiveness of the coaching. Additional Resources.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

Balto

MAY 25, 2022

The fast-paced event brings together six Talkdesk partners across two categories to demo their product for just three minutes to convince a live audience that they have the most innovative CX solution in the market today. The Talkdesk team announced the win at the live event. More importantly, it’s a win for our charity, LaunchCode.”.

Coaching 52

Coaching Contact Center Cloud contact Engineering 52

Global Response

MAY 15, 2023

Providing Ongoing Training and Coaching Speaking of actionable feedback, providing ongoing training and coaching for agents is a key element of call center quality control. Timely: Provide real-time feedback and coaching. The closer to the interactions the coaching and feedback happens, the more effective it will be.

Call Center 62

Call Center Scripts Coaching outsourcing 62

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The Power of Coaching.

Contact Center 60

Contact Center Coaching Scripts Management 60

Cincom

AUGUST 12, 2020

While I knew this year’s virtual event had tens of thousands of attendees, I suppose I underestimated the sheer amount of content the event would produce as a follow-up, and I had planned on throwing my two pennies onto the pile, as well. Don’t laugh.).

Construction 97

Construction Coaching Engineering Personalization 97

CX Global Media

SEPTEMBER 26, 2017

While there are several topics that are on the agenda for the event like Workforce Management, Metrics, Voice of the Customer, and Management – I asked Justin to share with me what he is experiencing as the top three trends. The post Top 3 Trends in Contact Centers Today appeared first on Call Center Coach. Click to Tweet.

Contact Center 189

Contact Center Employee engagement Chatbots contact center solutions 189

CSM Magazine

OCTOBER 24, 2023

.’ Innovator: Roche Diagnostics USA The ‘Innovator’ , transforming business operations through innovative technology adoption, went to Roche Diagnostics USA. A new approach to scheduling, synthesized into a singular number, reflected a transformative use of technology. For more information visit Calabrio.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

CX Global Media

NOVEMBER 6, 2019

At the event he conducted a workshop about Speech Analytics and he graciously shared with me his observations about what occurred during that workshop. Third, when you’re looking at the technology take a look at how is the back of the of the solution being used. Mistake #7: Not knowing the back of the product.

Analytics 136

Analytics Contact Center Coaching Call Center 136

CX Global Media

MARCH 26, 2019

Here’s a transcript of my interview with Scott: Jim Rembach: Hey, this is Jim with the Fast Leader Show and Call Center Coach. What we have a technology that is actually a patented solution called a mobile merge reality. The post Contact Centers Stream Past Virtual Agents to Virtual Presence appeared first on Call Center Coach.

Virtual Agent 216

Virtual Agent Contact Center Coaching Call Center 216

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. We chose the theme of “Power Up” to represent being back in person with our customers and partners after two years of virtual events. Technology Can Help Contact Centers Navigate the Great Shuffle.

Contact Center 59

Contact Center Analytics Coaching Transportation 59

Noble Systems

JUNE 7, 2019

Our annual SNUG (Select Noble Users Group) conference brings together top voices in customer experience with contact center managers, platform administrators, and others looking to learn what’s new in CX technology and share ideas. The event was held in Clearwater Beach, Florida, from April 24-26.

Gamification 75

Gamification Contact Center Coaching Education 75

Fonolo

DECEMBER 15, 2020

Most contact centers realized that they could have avoided unnecessary stress if they’d been proactive about upgrading technology and building more resilient systems. Most contact centers could have avoided unnecessary stress if they’d been proactive about upgrading technology and building more resilient systems. Redundancy.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Most people think of training as a one-time event or program, but that’s just the tip of the iceberg. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

CSM Magazine

DECEMBER 11, 2023

This can be achieved by rolling out training and development programs, offering coaching and mentoring, and providing opportunities for job shadowing and cross-functional experience. It’s essential to provide clear paths for agents to advance their skills, knowledge, and job roles within the organization.

Contact Center 52

Contact Center Coaching Analytics Call Center 52

Avaya

JUNE 1, 2017

Undoubtedly, technology is shaping the modern fan experience. Today’s fans don’t want to just watch an event—they want to be at the center of it. But to advance and future-proof these experiences for teams and stadium operators, they need to be tied to the latest and greatest technology. Communications that Come Full Circle.

Technology 50

Technology Wireless Coaching Analytics 50

Babelforce

AUGUST 4, 2023

But it wouldn’t really be practical for the call center manager to hover over each agent coaching them on the right way to approach each customer. It’s a technology that allows the call center software to deliver vital information about the caller to the agent before they answer a call. What is an automated call whisper?

Call Center 52

Call Center Call flow Coaching call center software 52

SharpenCX

JUNE 30, 2021

Technology is definitely part of delivering good customer service. What can you do to support your team through changes in technology and shifting customer expectations? Investing in quality tools and technology in your contact center can go a long way. Empower your employees with technology, so they can do their best work. .

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Fonolo

MARCH 28, 2023

Implementing new technology may also be required. Monitoring customer satisfaction levels: A customer experience manager will evaluate feedback and monitor trends. Providing training and coaching: Training and coaching call center agents is an important part of the job.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

SharpenCX

APRIL 29, 2020

Build in time for agent coaching. To keep your team engaged and performing at their best, your agents need to be coached daily. As you forecast for customer needs and plan agent schedules, build in time for coaching each agent. Often, WFM will cancel scheduled agent coaching sessions when volume spikes.

Coaching 76

Coaching Management Contact Center Morale 76

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. So much of contact center efficiency hinges on using the right technology.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

24-7 InTouch

FEBRUARY 24, 2023

Technology is rapidly advancing in a way that will soon transform how customers experience and interact with brands. But the emergence of immersive technology (e.g. This is why it requires a careful lens to accurately interpret data and successfully act upon it. What Does This Mean for Companies?

Analytics 52

Analytics Coaching Technology Surveys 52

Outsource Consultants

AUGUST 7, 2023

Better Utilize Technology We all know that technology has become an essential part of the contact center industry, but we often forget why. The biggest impact made by technology is arguably the ability to reduce the amount of time an agent spends on the line. This allows the QAS to focus on coaching instead of call review.

outsourcing 67

outsourcing Self service Call Center Chatbots 67

CX Global Media

JULY 8, 2019

And the way to reach more people than ever before is to take advantage of the same technologies that have turned our industry upside-down. The Expert Sessions are part of the CCVS event and can then be accessed on-demand whenever you need it. About Omar L. Harris : Omar has been creating high-performance organizations since 2006.

Contact Center 120

Contact Center Education Coaching B2B 120

SharpenCX

JUNE 23, 2020

Download Now: Unleash your agents’ strengths and talents with 7 methods to get real about coaching. With technology evolving at rapid speed, generational differences get amplified in the office. And, how do you ensure the necessary coaching and training is available for your multi-generational team? Challenge #2: Technology.

Management 76

Management Call Center Coaching Contact Center 76

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Is Technology the Answer to Contact Centers’ Biggest Challenges?

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40