SharpenCX

OCTOBER 13, 2021

Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue. Better collaboration tools are the future.

Contact Center 128

Contact Center Technology Coaching Analytics 128

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. 2018 SWPP Annual Conference: June 4-6, Nashville, TN. Healthcare Call Center’s 30th Annual Conference: June 13-15, Pittsburgh, PA.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

CX Global Media

AUGUST 30, 2017

In my 20+ years in the contact center industry, the past three years elevated this one word to utmost importance. In our rapid paced contact center environments, we must have “focus”. This ONE WORD unleashes contact center peak performance.” You need to automate contact center supervisor activities.”

Contact Center 149

Contact Center Coaching Education Call Center 149

Talkdesk

MARCH 17, 2020

Historically, contact center customization — whether that’s changing the agent interface, building custom dashboards or integrating systems for improved context or process automations — has been a hassle. Your contact center can coordinate outreach on multiple channels, such as email, text message or even social media.

Contact Center 94

Contact Center Interactive Voice Response Entertainment Self service 94

Call Experts

FEBRUARY 26, 2020

Contact centers must capture data in real-time and enter correctly into CRM systems to provide reporting for your business to make data-driven decisions. . Telephony provider Companies are looking for a partner that can provide telephony and contact center infrastructure. Understanding Contact Center Billing.

Contact Center 59

Contact Center Journey mapping Interactive Voice Response Call Center 59

Comm100

MAY 21, 2019

The conference kicked off with a keynote from customer service author, consultant, and trainer, Jeff Toister. Takeaways : There was a lot of valuable advice shared in the keynote but I loved Jeff’s suggestion to take down the wallboards in your center and simply ask your team to focus on the customer.

Contact Center 58

Contact Center Surveys Best practices Metrics 58

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.”

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

Fonolo

APRIL 24, 2018

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. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 99

Contact Center Call Center Self service Surveys 99

JustCall

MARCH 7, 2023

The hybrid work model in contact centers is a mix of on-premises and remote work. The on-premise workers are located at the same facility as the contact center, while the remote workers are located outside the facility, usually at or other locations scattered throughout the globe. What Is Hybrid Work?

Contact Center 52

Contact Center voip Business Process Outsourcing Telecommunications 52

The GLOBO Blog

JUNE 22, 2017

GLOBO will demo its new chat translation tool at Call Center Week (CCW) Conference & Expo (booth #1019), held June 26 to 30 at The Mirage in Las Vegas, NV. The platform delivers real-time service level data, usage metrics, predictive analytics, trend analysis and population data.

Average Handle Time 75

Average Handle Time Government Healthcare Contact Center 75

NobelBiz

APRIL 21, 2022

With the growth of online shopping, brands have had to redefine their engagement strategies and by extension contact centers. Contact centers are becoming more advanced and they are also being impacted by several new technologies. Today we talk about Omnichannel and consumer 2.0.

Contact Center 52

Contact Center Interactive Voice Response CRM Call Center 52

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. HoduCC – Contact Center Software.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Transparent BPO

JULY 9, 2019

Somehow, Transparent BPO broke record after record on all metrics, with a group of new agents.” For sports, we covered everything from the NFL, NBA, NHL, MLB, PGA, and NASCAR to collegiate athletics with their respective conferences (e.g., SEC, PAC 12, BIG 12, etc.). That’s only part of what we call The Transparent Difference.

Contact Center 95

Contact Center Gamification Entertainment Consulting 95

Fonolo

MAY 17, 2017

Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. 10 Contact Center Technologies You Should Know. Why does contact center technology matter?

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

NobelBiz

OCTOBER 12, 2021

Companies and contact centers have been compelled to modify their way of communication as a result of the digital revolution that has been taking place for some years, and the field of telecommunications is no exception! WebRTC is intended for what kind of customer contact center?

Contact Center 52

Contact Center Technology voip Telecommunications 52

Toister Performance Solutions

JUNE 12, 2018

I have the honor of speaking at the NorthEast Contact Center Forum conference in Foxborough, Massachusetts later today. My first contact center job was in Massachusetts. In fact, I worked at three in total while living in Mass, so this conference is a homecoming of sorts for me.

Contact Center 50

Contact Center Telemarketing Finance Accountability 50

NICE inContact

SEPTEMBER 6, 2016

As cloud communications companies like RingCentral and inContact have matured, the contact center world has been seeing an increasingly rapid move to the cloud. Taken together, these two movements are bringing about real change in the contact center. Here at RingCentral , many of our customers fall into that category.

Contact Center 48

Contact Center Average Handle Time Metrics Technology 48

BlueOcean

MARCH 31, 2022

When Billy Beane used a highly specialized system of metrics to help his scrappy low-budget Oakland A’s teams compete with juggernauts in the league, the lessons weren’t lost on us. Let’s look at what sports can teach us about consistency in achieving contact center service levels—and how to adapt to even the most unexpected outcomes.

Contact Center 118

Contact Center contact center workforce Service level Coaching 118

Outsource Consultants

MAY 29, 2018

Contact Centers and Their Clients Need Clear and Honest Communication. It should go without saying that contact centers know how to communicate. However, one form of communication that may be the most important of all is the dialogue between the contact center and their clients. We can help!

Contact Center 52

Contact Center outsourcing Feedback Consulting 52

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Fonolo

OCTOBER 26, 2022

Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. You’re dealing with high turnovers in contact centers, making it difficult to retain talent. Here’s the thing: call center agents have monotonous days. Do you give your agents enough #EmployeeAutonomy at your contact center?

Call Center 142

Call Center Abandon rate Education Contact Center 142

SharpenCX

JUNE 12, 2023

A hybrid call center can be extremely effective for both customers and agents if you’re able to ensure consistent agent experiences, high performance, and a culture of continuous learning and improvement. The Era of Remote Work In-person contact center teams have slowly crept back to the office since the pandemic.

Coaching 67

Coaching Morale Contact center software Call Center 67

Hodusoft

AUGUST 17, 2022

Every conversation you have, message you send, and video conference you host work on cloud-hosted technology. This kind of contact at all levels strengthens your relationship with customers and enables them to participate and communicate with you at their discretion. Use metrics to evaluate the performance .

Contact center software 98

Contact center software Customer Service Contact Center Self service 98

Hodusoft

MARCH 22, 2024

The event will feature 10 conference tracks, over 15 end-user-led sessions, above 150 exhibitors, and more than 5,000 IT, CX, and communications professionals in attendance. HoduSoft’s Participation: What to Expect? And amidst it all, HoduSoft aims to shine bright as an exhibitor.

Enterprise 52

Enterprise Interactive Voice Response Contact center software call center software 52

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Excellent customer experience is a must and should never be overlooked. If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. CX matters!

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

SharpenCX

DECEMBER 2, 2020

We’re diving in on what changes you can make in your call center in 2021 to align with these three trends that are here to stay. . How to evaluate tools and build resilience into your contact center. Can you customize how you report on agent and contact center data? How can we improve your training and coaching?

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Contact Center Pipeline

APRIL 27, 2017

WFM expert Tiffany LaReau’s insightful notes from the SWPP conference (a two-parter) were among our most-read blog posts this month. Other popular topics included agent scheduling, sales incentives and how to create a culture of accountability for achieving performance metrics. If […].

Metrics 140

Metrics Sales Accountability Management 140

Voxjar

MARCH 10, 2020

Not to mention that you’ve been given a budget and are responsible for the measuring the success of your call center metrics. Your starting to hear the acronym KPI tossed around at conferences and even between members of the executive team. And, what do KPIs have to do with customer service metrics? First Response Time.

Metrics 52

Metrics Customer Service Call Center Customer retention 52

Fonolo

JANUARY 31, 2023

Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. Training topics may include things like: Compliance training QA training Technology/software training Sales/customer service training Why is Call Center Training So Important? Act it out.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Integrity Solutions

AUGUST 3, 2018

By Bruce Wedderburn Over the past few years, contact centers have dramatically increased investments in emerging and disruptive technologies to help improve key efficiency metrics. But how is the growth of technology impacting and even reshaping the role of the contact center agent?

Contact Center 43

Contact Center Coaching Call Center Metrics 43

Call Experts

JANUARY 29, 2020

Partner with an experienced contact center to track and optimize your customer journey. With the support of a contact center, you can easily collect data on the customer touchpoints that matter most. Dashboards provide real-time visualizations of the metrics that matter most to your business.

Customer Experience 78

Customer Experience Journey mapping Contact Center Interactive Voice Response 78

Beyond Philosophy

JANUARY 12, 2022

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” For example, when you call into a contact center today, you will probably hear some version of the following message, “We are sorry.

CRM 348

CRM Technology Personalization Contact Center 348

Integrity Solutions

AUGUST 3, 2018

The human touch is more critical than ever in a contact center environment that is being increasingly driven by technology. By Bruce Wedderburn Over the past few years, contact centers have dramatically increased investments in emerging and disruptive technologies to help improve key efficiency metrics.

Contact Center 40

Contact Center Coaching Call Center Metrics 40

Fonolo

MARCH 4, 2020

I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference. Handpicked content for you: Top Customer Service Conferences in 2020. The Tools of the Trade: Technology and Metrics.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. This enables them to identify areas for improvement and provide timely feedback and coaching to agents.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Callminer

NOVEMBER 13, 2018

The collaborative atmosphere of the LISTEN conference is the perfect venue to highlight their success and allow others to learn from it and take ideas back to their companies. We love to recognize our customers in this way and allow them to share their speech analytics journey with the rest of our CallMiner users.

First call resolution 260

First call resolution Analytics Sales Metrics 260

Avaya

JULY 22, 2016

Using comprehensive metrics was critical to determining best deployment and savings for the Defense Health Agency (DHA) , a joint, integrated Combat Support Agency that enables the U.S. Modernizing all points of DHA’s unified communications and contact center architecture will provide superior performance and $1.5 Navy, and U.S.

Contact Center 41

Contact Center Government Technology Telecommunications 41