Aspect

JANUARY 12, 2018

And since 81% of customers prefer self-service to agent assisted service , the simpler work will eventually go to automated self-service, and only the more complex tasks will go to agents. Studies show that 95% of agents are only willing to drive up to 30 minutes to work.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

Aspect

MAY 15, 2018

Vendors are now starting to look at how AI can be applied to enhance the performance of agents, supervisors, managers, workforce planners, quality analysts and other members of the contact center workforce.

Contact Center 68

Contact Center contact center workforce Airlines Virtual Agent 68

pindrop

JANUARY 8, 2021

Helping to optimize contact center workforces, increase capacity for calls, and improve IVR containment rates. Passport Improves Customer Experience and Expands Self-Service Options. Passport reduces average handle times by 45 seconds per call.

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Call flow 40

Serenova

FEBRUARY 11, 2019

The best customer experience strategy, especially if your customer base is multi-generational, is a range of self-service options as part of an omnichannel offering. For best results with on-boarding, you may want to leverage on-demand, self-learning that is highly interactive, mobile-responsive and self-paced.

Contact Center 40

Contact Center contact center workforce Self service Employee engagement 40

Noble Systems

SEPTEMBER 29, 2020

A call center is a centralized site that is equipped to large volume of customer contacts – both incoming and outgoing – for an organization. Read our 101 Intro to Call Center Software to learn more about common technologies and tools. BLOG: How Robotic Process Automation Can Augment Your Contact Center Workforce • read.

Management 86

Management Gamification Quality management Schedule adherence 86

BlueOcean

SEPTEMBER 30, 2019

While your input is critical when hiring and training the initial team before launch, the long-term effort of managing your contact center workforce including attracting, recruiting, and onboarding new agents can officially be out of your hands. Flexibility. Scaling up doesn’t necessarily mean the same thing to all businesses.

Contact Center 59

Contact Center outsourcing Real estate contact center workforce 59

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Contact centers and back offices will merge in the next 10 years (0.3). Self-service solutions will eliminate the need for live agents in the next 10 years (0.1).

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Calabrio

OCTOBER 6, 2016

These leaders: Can communicate the business value and far-reaching, positive business impact of their contact center. Are genuinely interested in the contact center workforce and how to optimize its operations. Contain the contact center environment while allowing agents to be themselves.

Contact Center 40

Contact Center contact center workforce Customer centricity Self service 40

Balto

FEBRUARY 8, 2023

For example, if your agents struggle in a particular area, focusing your training efforts on it will improve your agent performance and help meet your workforce management targets. This will help you forecast customer demand more accurately by analyzing patterns from your historical data reports.

Call Center 52

Call Center Management call center workforce Contact Center 52

CSM Magazine

OCTOBER 15, 2018

Features such as Real-Time Adherence flag up when schedules are in danger of being breached while Intra-day Schedulers allow managers to reschedule the contact center workforce during the day taking into account unplanned changes in customer demand and unplanned agent absences.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

NICE inContact

OCTOBER 7, 2019

He details the five key transformations that will dramatically impact the customer experience space, including: Digital Artificial intelligence/self-service Analytics Workforce Cloud. Paul offers practical advice on how to respond and turn these changes to a competitive advantage.

Marketing 55

Marketing Customer Experience Self service Contact Center 55

CSM Magazine

JANUARY 25, 2023

Self-service automation allows agents to build and edit their own schedules around their life rather than the other way round, in real-time, using their mobile devices. Introduce ‘lifestyle’ scheduling —and make it an intrinsic part of your wellbeing strategy to beat agent burnout.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

CSM Magazine

DECEMBER 6, 2019

Poly , formerly Plantronics and Polycom have announced the additions of the EncorePro 300 headset and MDA 500QD series audio processor to its industry-leading portfolio of devices for the modern-day contact center. The MDA 500QD Series is designed for organizations moving their contact center to the cloud.

contact center solutions 10

contact center solutions Contact Center contact center workforce Chatbots 10

DMG Consulting

MARCH 11, 2021

Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Workforce Management Product and Market Report. For agents working at home, the pandemic has also shifted their work/life balance in often unexpected ways.

Consulting 59

Consulting Consulting Marketing Management 59

Playvox

APRIL 14, 2022

As businesses increasingly focus on customer experiences as a competitive differentiator, contact centers have taken center stage. The quality of customer service experiences is a critical factor in shaping customers’ opinions of a brand and driving loyalty. What is the Goal of Workforce Planning?

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78

Verint

OCTOBER 30, 2017

Attendees will learn how to proactively engage their communities to solve their issues before they become complaints, as well as raise awareness of social care channels and facilitate self-service, identify customers and potential issues on social networks, and learn when it’s appropriate to engage and when it is not.

Contact Center 6

Contact Center Self service Best practices Coaching 6

Hodusoft

NOVEMBER 29, 2022

The US-based contact center software provider has three top contact center software—Cloud CX, which is a unified contact center platform on the cloud, Genesys DX, an AI-powered platform for designing self-service, and Multicloud CX for personalized experiences and hybrid environments.

Contact center software 40

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

Verint

MARCH 29, 2018

Shawn Achor, founder, GoodThink, Inc. and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17.

Big data 23

Big data Journey mapping Customer Experience Management 23

Verint

FEBRUARY 6, 2017

Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and Workforce Management (WFM) are viewed as must-haves by contact centers.

Analytics 36

Analytics Quality management Contact Center Management 36

Verint

SEPTEMBER 1, 2017

You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business.

Interactive Voice Response 23

Interactive Voice Response Contact Center Average Handle Time Personalization 23

Verint

FEBRUARY 21, 2018

Inspiration. Professional growth. Networking. There’s a single event that can help you with all of these—and help you better leverage your Verint solutions, to boot. It’s the Verint Engage global customer conference, and registration is underway for this year’s event at the Sheraton Dallas Hotel May 14 – 17.

Entertainment 36

Entertainment Best practices Journey mapping Management 36