Noble Systems

MAY 4, 2021

Noble Systems has been helping companies manage customer contacts and provide a better customer experience for over 30 years. We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

Serenova

APRIL 16, 2020

It’s important to note that while HR is one critical support group, other internal teams are also important for your employees to quickly reach during these turbulent times, such as IT (information technology), infrastructure support or payroll. To learn more about the CxEngage Rapid Response program, click here or contact us now.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

Fonolo

MAY 7, 2015

Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them.

Call Center 126

Call Center Management Contact Center Coaching 126

Noble Systems

APRIL 14, 2021

What is a virtual call center? Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. This is the concept of the virtual call center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Anexa BPO

SEPTEMBER 18, 2020

Anexa BPO won in the Most Exemplary Employer and Most Valuable Corporate Response COVID-19 response categories, which were specially created to honor the contributions of individuals, groups, and organizations that have worked valiantly over the past months to keep people safe, healthy, employed, and informed.

contact center workforce 52

contact center workforce Government Contact Center Management 52

Aspect

JUNE 16, 2017

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

Analytics 97

Analytics Contact Center contact center workforce Technology 97

Noble Systems

MAY 4, 2021

Noble Systems has been helping companies manage customer contacts and provide a better customer experience for over 30 years. We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience.

Contact Center 52

Contact Center Call Center Technology Interactive Voice Response 52

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. Group QA metrics into tiers, representing milestones toward interaction mastery. Yep, it’s the linchpin of employee engagement, too!

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Serenova

APRIL 9, 2019

However, as many contact center managers know, those same processes may not work for their Millennial (born between 1981 and 1996) and Gen Z (born in 1997 and later) counterparts. These two generations now make up a growing proportion of contact center agents. You need to bridge gaps among different groups.

Contact Center 40

Contact Center contact center workforce Gamification Feedback 40

Verint

NOVEMBER 16, 2017

Customer-centricity, leveraging the power of knowledge management and increasing the speed and accuracy of work output are not new concepts in the customer engagement industry. Earlier in my career I managed the contact center workforce optimization group at one of the major North American wireless companies.

Wireless 32

Wireless contact center workforce Enterprise Customer centricity 32

NICE inContact

JULY 17, 2019

It can be daunting to create and scale a team of remote contact center agents. Jill Blankenship, founder and CEO of outsourced customer support service Frontline Group, has experienced the challenges — but also leveraged new technology to capture data, measure and improve KPIs and manage a team of remote agents while on-the-go.

Contact center software 54

Contact center software Contact Center outsourcing Best practices 54

DMG Consulting

APRIL 16, 2019

However, AI-enabled contact centers are the next phase for service organizations. AI, machine learning, IVAs, robotic process automation (RPA), desktop process automation (DPA), knowledge management, and more will be instrumental in helping companies improve the service experience. of capturing feedback from customers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Verint

FEBRUARY 21, 2018

This event offers so much, including pre-conference workshops focused on key solution areas, entertaining keynote sessions, and a broad range of informative breakout sessions, user groups, and networking opportunities. We’re extending our early-bird special to March 8, and discounts for groups and repeat attendees are available.

Entertainment 36

Entertainment Best practices Journey mapping Management 36

Balto

APRIL 20, 2023

Contact center leaders are tasked with creating as much value as possible with as few resources as possible, without sacrificing the customer or agent experience. We talked to over 400 contact center managers, directors, and executives to discover how they’re planning to do more with less in the coming year.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

Verint

DECEMBER 5, 2017

In a recent webinar, Top 5 Best Practices for Extending Workforce Optimization (WFO) Beyond the Contact Center , Craig Seebach shared additional research into this trend, the key barriers to integrating these functions, and how enterprise WFO can help improve speed, accuracy and cost to serve. Overcoming Cultural Differences.

Contact Center 28

Contact Center Best practices Enterprise outsourcing 28

Verint

MARCH 29, 2018

Achor’s presentation is just one highlight from an action-packed week that will include pre-conference workshops focused on key solution areas, along with user groups, networking opportunities, and a broad range of informative breakout sessions. Discounts for groups and repeat attendees are available.

Big data 23

Big data Journey mapping Customer Experience Management 23

Verint

SEPTEMBER 19, 2017

At the top of the list is workforce management software. 1 This could mean offering these workers flexible work hours, job sharing, remote working and other perks that may challenge today’s workforce managers. If you refer to my August 2017 blog post , you’ll see that 88 percent of the U.S.

Employee engagement 32

Employee engagement Contact Center Surveys Management 32

Zoom International

NOVEMBER 7, 2018

In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence. An alternative to traditional customer satisfaction measurement methods, Net Promoter’s power is in its simplicity and extensive research.

Contact Center 40

Contact Center Banking Surveys Metrics 40

Verint

OCTOBER 30, 2017

Forrester Research’s Ian Jacobs, principal analyst, and Verint’s Kristyn Emenecker, global vice president, product strategy group, will present this content at 2 p.m. Verint’s Jon Allen, vice president and general manager, social communities, will present “Proactive Social Care: Engage Your Online Community” at 4:30 p.m.

Contact Center 6

Contact Center Self service Best practices Coaching 6