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23 Best virtual team building activities for contact centers

CX Global Media

DECEMBER 28, 2020

The post 23 Best virtual team building activities for contact centers appeared first on CX Global Media. Updated and now with 30 virtual team-building activities. Here's your chance to build a vital skill for now and the future. MORE

Contact Center Employee engagement 218
>

Contact Center Industry Perspectives and Resources

CCNG

JULY 12, 2020

We will continue to update this contact-center-centric resource as new information becomes available. COVID-19 for Contact Centers Member Response to COVID-19. Contact centers during a crisis: An action plan from experts. MORE

Contact Center CCNG Best practices Government 212
>

Contact Center and COVID-19: Lessons Learned

Contact Center Pipeline

APRIL 7, 2020

To say the Coronavirus pandemic caught many contact center executives unprepared would be an understatement. Home Agents call center contact center COVID-19 crisis management remote work work-at-home program MORE

Contact Center Call Center Management 201
>

Nine Innovation Styles for Contact Center Leaders

CX Global Media

OCTOBER 28, 2020

Innovation Styles for Contact Center Leaders are essential in order to be an effective leader. The post Nine Innovation Styles for Contact Center Leaders appeared first on CX Global Media. MORE

Contact Center Management 156
>

How to Retain and Engage Your Best Contact Center Agents

Contact Center Pipeline

MARCH 24, 2021

Agent Engagement agent motivation call center communication contact center COVID-19 culture employee engagement growth & development WAH WFH work from home work-at-homeCan you ever have enough high performers? MORE

Contact Center Employee engagement Call Center 172
>

Contact Center 2020: Yesterday and Today

Contact Center Pipeline

JANUARY 22, 2020

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020. MORE

Contact Center Self service Technology Call Center 240
>

8 Tips for Selecting an Effective Contact Center Strategy

Fonolo

FEBRUARY 18, 2021

If you’re reading this, chances are you’ve decided up your contact center game. Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. Contact Center contact-center contact-center-strategy MORE

Contact Center Abandon rate Average Handle Time Benchmark 92
>

Recruiting for the Contact Center of the Future

Contact Center Pipeline

MARCH 23, 2021

For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful. MORE

Contact Center outsourcing Call Center 169
>

Moving Contact Center Agents Home for the Long-Term

Contact Center Pipeline

APRIL 20, 2021

2020 was quite a year for the contact center industry. Most contact centers have had to learn quickly how to move their agents home and manage a contact center operation remotely. MORE

Contact Center Call Center Management 130
>

Biden Administration Impact on Contact Centers

Contact Center Pipeline

APRIL 1, 2021

Contact Center Compliance call center pay CARES Act consumer privacy rights consumer rights legislation contact center compliance contact center salaries Dodd-Frank Act Family Medical Leave Act federal minimum wage FMLA labor laws labor unions paid sick leave MORE

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>

The Making of a Contact Center Superagent

Contact Center Pipeline

NOVEMBER 26, 2019

The universal agent is certainly not a new concept for contact centers. Within today’s contact center, however, several trends are converging and creating […]. MORE

Contact Center Technical Support Sales Call Center 212
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The Future of Contact Centers is Here

CCNG

MARCH 23, 2021

Over the last 20 years, the Internet has allowed companies to outsource or offshore their contact centers overseas. Now, AI is shaping how contact centers operate. Autonomous contact centers. MORE

Contact Center outsourcing Average Handle Time Contact center software 195
>

Align Business, Contact Center and Technology Strategies

Contact Center Pipeline

NOVEMBER 24, 2020

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. The center is equipped with (or pursuing) technology that enables both. MORE

Technology Contact Center Metrics Call Center 163
>

Contact Center Customer Experience Best Practices

Callminer

APRIL 20, 2018

Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. Continue reading to learn more about the best practices that will help your contact center deliver outstanding customer experience and beat the competition. Each contact center has its own priorities and goals, each of which is influenced by customer expectations. MORE

Best practices Contact Center Customer Experience Journey mapping 171
>

24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Meet Our Panel of Contact Center Experts & Business Leaders: Matthew Dailly. MORE

Contact Center Best practices Gamification Analytics 255
>

Call Center vs. Contact Center: What’s the Difference?

Callminer

MAY 27, 2020

Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Call Centers Scale with Agents. MORE

Call Center Contact Center Analytics Best practices 198
>

Automation: The Contact Center’s Grocer

Contact Center Pipeline

AUGUST 12, 2020

Technology AI artificial intelligence call center automation chatbots contact center technology intelligent virtual agents robotic process automation RPA virtual assistantsIn times of crisis, we often find heroes in the unlikeliest of places. MORE

Contact Center Virtual Agent Chatbots Technology 181
>

Are There Better Ways to Staff the Contact Center?

Contact Center Pipeline

APRIL 7, 2021

Executives regularly ask contact center leaders to explore new operational paradigms that could benefit their organizations. Staffing call center call center planning change management contact center gig workers outsourcing remote work staffing WFH work from home MORE

Contact Center outsourcing Call Center Management 141
>

Best Practices to Monitor Your Remote Call Center Agents

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. MORE

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>

Migrating Contact Center Solutions to the Cloud – a Business and Operational Perspective

CCNG

APRIL 13, 2021

Contact Center solutions have evolved significantly over the last two decades. Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented. MORE

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>

Preventing Contact Center Agent Burnout

Contact Center Pipeline

SEPTEMBER 1, 2020

MORE

Agent burnout Contact Center 205
>

Improving Contact Center Team Performance

CX Global Media

DECEMBER 9, 2020

The post Improving Contact Center Team Performance appeared first on CX Global Media. Kristyn Emenecker shares her experience and stories about this team member is your most important yet neglected team member. MORE

Contact Center 156
>

Call Recording Software For Contact Centers

NobelBiz

APRIL 20, 2021

The post Call Recording Software For Contact Centers appeared first on NobelBiz®. Blog Call Labeling Contact center Solutions Knowledge Teclo Carrier Telecommunications contact center contact center software contact center trends MORE

Contact Center Customer Experience Telecommunications contact center solutions 52
>

Contact Center Pipeline Magazine: Inside Our April 2021 Issue

Contact Center Pipeline

APRIL 2, 2021

Could there be much more change in the air than in our centers? Inside The Issue call center contact centerThere are signs of spring everywhere. MORE

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>

Disability Contact Center Jobs [VIDEO]

CX Global Media

JANUARY 26, 2021

Contact Center Jobs for Disabled Americans – CX Quick Tips on CX Global Media TV with Kate Brouse According to the CDC, 61 million adults. The post Disability Contact Center Jobs [VIDEO] appeared first on Customer Experience Strategy and Tactics. MORE

Contact Center Customer Experience 156
>

Unexpected Lessons from the 2020 Contact Center

Contact Center Pipeline

JANUARY 19, 2021

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like. Technology AI artificial intelligence call center contact center COVID-19 customer experience digital transformation intelligent chatbots omnichanne MORE

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>

Contact Center Recruiting: Tap into the Older Workforce

Contact Center Pipeline

FEBRUARY 11, 2021

Recruiting & Hiring call center hiring contact center employment contact center recruiting contact center staffing labor pool older workers senior workers U.S. We all at one time have fallen victim to the clickbait trap. MORE

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>

Where Contact Centers Go from Here

Contact Center Pipeline

MAY 28, 2020

Strategic planning call center cloud contact center cloud solutions contact center COVID-19 digital channels omnichannel work from home work-at-homeEveryone is talking about the way we’re functioning now as our “new normal.” MORE

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>

Building a Resilient Contact Center

Contact Center Pipeline

SEPTEMBER 26, 2017

In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their technology: It was always up. Technology call center cloud solutions contact center contact center resiliency five nines reliability geo-redundancy service level agreements SLAs technology redundancy MORE

Contact Center Service level Technology Management 316
>

Guest Post: 5 Contact Center Best Practices That Make Clients Happier

ShepHyken

JANUARY 29, 2021

They provide some tips and tricks to set your business up for success in the contact center. Following best practices and applying hacks has proven fruitful for a lot of contact centers. You wouldn’t have a contact center if you had no customers to start with. MORE

Best practices Contact Center Morale Scripts 200
>

How to Foster Diversity & Inclusion in the Contact Center

Contact Center Pipeline

APRIL 22, 2021

Culture call center contact center culture D&I diversity hiring inclusion recruiting2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points for businesses and the work environment. MORE

Contact Center Technology Call Center 130
>

Contact Center Innovation Ideas: How to Continuously Improve Your Contact Center Performance

CX Global Media

APRIL 14, 2021

Contact center innovation ideas are all about continuous improvement, which is a neverending process. The post Contact Center Innovation Ideas: How to Continuously Improve Your Contact Center Performance appeared first on Customer Experience Strategy and Tactics. MORE

Contact Center Customer Experience 156
>

5 Proven Ways to Make your Contact Center RPA Successful

TechSee

DECEMBER 9, 2020

One area with tremendous potential for benefit is when enterprises implement contact center RPA. RPA in Contact Centers. A standard contact center is chock full of repetitive and dull tasks that are definitely necessary but rarely require a human level of decision making. MORE

Contact Center Technical Support Metrics CRM 109
>

Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. MORE

Contact Center Gamification Abandon rate Average Handle Time 111
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Remove Contact Center Related Topics
Contact center software contact center solutions Cloud contact Call Center Quality management contact center workforce Average Handle Time Service level Abandon rate Multichannel More Related Topics >

Best Practices to Monitor Your Remote Call Center Agents

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic.

Best practices 194
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Best practices Call Center Contact Center Marketing 194

The Future of Contact Centers is Here

CCNG

MARCH 23, 2021

Over the last 20 years, the Internet has allowed companies to outsource or offshore their contact centers overseas. Now, AI is shaping how contact centers operate. Autonomous contact centers.

Contact Center 195
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Contact Center outsourcing Average Handle Time Contact center software 195
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Contact Center Innovation Ideas: How to Continuously Improve Your Contact Center Performance

CX Global Media

APRIL 14, 2021

Contact center innovation ideas are all about continuous improvement, which is a neverending process. The post Contact Center Innovation Ideas: How to Continuously Improve Your Contact Center Performance appeared first on Customer Experience Strategy and Tactics.

Contact Center 156
More
Contact Center Customer Experience 156

Improving Contact Center Team Performance

CX Global Media

DECEMBER 9, 2020

The post Improving Contact Center Team Performance appeared first on CX Global Media. Kristyn Emenecker shares her experience and stories about this team member is your most important yet neglected team member.

Contact Center 156
More
Contact Center 156

Get More Value from Contact Center Performance

Advertisement

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

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Biden Administration Impact on Contact Centers

Contact Center Pipeline

APRIL 1, 2021

Contact Center Compliance call center pay CARES Act consumer privacy rights consumer rights legislation contact center compliance contact center salaries Dodd-Frank Act Family Medical Leave Act federal minimum wage FMLA labor laws labor unions paid sick leave

Contact Center 141
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Contact Center Call Center 141

Disability Contact Center Jobs [VIDEO]

CX Global Media

JANUARY 26, 2021

Contact Center Jobs for Disabled Americans – CX Quick Tips on CX Global Media TV with Kate Brouse According to the CDC, 61 million adults. The post Disability Contact Center Jobs [VIDEO] appeared first on Customer Experience Strategy and Tactics.

Contact Center 156
More
Contact Center Customer Experience 156

23 Best virtual team building activities for contact centers

CX Global Media

DECEMBER 28, 2020

The post 23 Best virtual team building activities for contact centers appeared first on CX Global Media. Updated and now with 30 virtual team-building activities. Here's your chance to build a vital skill for now and the future.

Contact Center 218
More
Contact Center Employee engagement 218

Moving Contact Center Agents Home for the Long-Term

Contact Center Pipeline

APRIL 20, 2021

2020 was quite a year for the contact center industry. Most contact centers have had to learn quickly how to move their agents home and manage a contact center operation remotely.

Contact Center 130
More
Contact Center Call Center Management 130

Building a Resilient Contact Center

Contact Center Pipeline

SEPTEMBER 26, 2017

In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their technology: It was always up. Technology call center cloud solutions contact center contact center resiliency five nines reliability geo-redundancy service level agreements SLAs technology redundancy

Contact Center 316
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Contact Center Service level Technology Management 316

How to Foster Diversity & Inclusion in the Contact Center

Contact Center Pipeline

APRIL 22, 2021

Culture call center contact center culture D&I diversity hiring inclusion recruiting2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points for businesses and the work environment.

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8 Contact Center Trends to Watch in 2020

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In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

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InformaTech

InformaTech

Disability Contact Center Jobs [VIDEO]

CX Global Media

JANUARY 26, 2021

Contact Center Jobs for Disabled Americans – CX Quick Tips on CX Global Media TV with Kate Brouse According to the CDC, 61 million adults. The post Disability Contact Center Jobs [VIDEO] appeared first on Customer Experience Strategy and Tactics.

Contact Center 156
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Contact Center Customer Experience 156

Migrating Contact Center Solutions to the Cloud – a Business and Operational Perspective

CCNG

APRIL 13, 2021

Contact Center solutions have evolved significantly over the last two decades. Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented.

contact center solutions 247
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contact center solutions CCNG Contact Center Enterprise 247

Unexpected Lessons from the 2020 Contact Center

Contact Center Pipeline

JANUARY 19, 2021

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like. Technology AI artificial intelligence call center contact center COVID-19 customer experience digital transformation intelligent chatbots omnichanne

Contact Center 172
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Contact Center Chatbots Technology Call Center 172

Nine Innovation Styles for Contact Center Leaders

CX Global Media

OCTOBER 28, 2020

Innovation Styles for Contact Center Leaders are essential in order to be an effective leader. The post Nine Innovation Styles for Contact Center Leaders appeared first on CX Global Media.

Contact Center 156
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Contact Center Management 156

Recruiting for the Contact Center of the Future

Contact Center Pipeline

MARCH 23, 2021

For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful.

Contact Center 169
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Contact Center outsourcing Call Center 169

Beyond the Contact Center: Unlocking Insights with Speech Analytics

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A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

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Contact Center 2020: Yesterday and Today

Contact Center Pipeline

JANUARY 22, 2020

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020.

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Contact Center Self service Technology Call Center 240

24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Meet Our Panel of Contact Center Experts & Business Leaders: Matthew Dailly.

Contact Center 255
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Contact Center Best practices Gamification Analytics 255

Contact Center Industry Perspectives and Resources

CCNG

JULY 12, 2020

We will continue to update this contact-center-centric resource as new information becomes available. COVID-19 for Contact Centers Member Response to COVID-19. Contact centers during a crisis: An action plan from experts.

Contact Center 212
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Contact Center CCNG Best practices Government 212

How to Retain and Engage Your Best Contact Center Agents

Contact Center Pipeline

MARCH 24, 2021

Agent Engagement agent motivation call center communication contact center COVID-19 culture employee engagement growth & development WAH WFH work from home work-at-homeCan you ever have enough high performers?

Contact Center 172
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Contact Center Employee engagement Call Center 172

How to Leverage Quality Management to Transform the Customer Experience

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When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

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Align Business, Contact Center and Technology Strategies

Contact Center Pipeline

NOVEMBER 24, 2020

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. The center is equipped with (or pursuing) technology that enables both.

Technology 163
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Technology Contact Center Metrics Call Center 163

Call Center vs. Contact Center: What’s the Difference?

Callminer

MAY 27, 2020

Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Call Centers Scale with Agents.

Call Center 198
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Call Center Contact Center Analytics Best practices 198

Are There Better Ways to Staff the Contact Center?

Contact Center Pipeline

APRIL 7, 2021

Executives regularly ask contact center leaders to explore new operational paradigms that could benefit their organizations. Staffing call center call center planning change management contact center gig workers outsourcing remote work staffing WFH work from home

Contact Center 141
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Contact Center outsourcing Call Center Management 141

Guest Post: 5 Contact Center Best Practices That Make Clients Happier

ShepHyken

JANUARY 29, 2021

They provide some tips and tricks to set your business up for success in the contact center. Following best practices and applying hacks has proven fruitful for a lot of contact centers. You wouldn’t have a contact center if you had no customers to start with.

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Best practices Contact Center Morale Scripts 200

Exceptional Experiences for Employees and Customers

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One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

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Contact Center Recruiting: Tap into the Older Workforce

Contact Center Pipeline

FEBRUARY 11, 2021

Recruiting & Hiring call center hiring contact center employment contact center recruiting contact center staffing labor pool older workers senior workers U.S. We all at one time have fallen victim to the clickbait trap.

Contact Center 141
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Contact Center Call Center 141

Where Contact Centers Go from Here

Contact Center Pipeline

MAY 28, 2020

Strategic planning call center cloud contact center cloud solutions contact center COVID-19 digital channels omnichannel work from home work-at-homeEveryone is talking about the way we’re functioning now as our “new normal.”

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Contact Center Cloud contact Call Center 185

Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be.

Contact Center 111
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Contact Center Gamification Abandon rate Average Handle Time 111

5 Proven Ways to Make your Contact Center RPA Successful

TechSee

DECEMBER 9, 2020

One area with tremendous potential for benefit is when enterprises implement contact center RPA. RPA in Contact Centers. A standard contact center is chock full of repetitive and dull tasks that are definitely necessary but rarely require a human level of decision making.

Contact Center 109
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Contact Center Technical Support Metrics CRM 109

Customer Context at the Speed of the Conversation

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Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.

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Contact Center Pipeline Magazine: Inside Our April 2021 Issue

Contact Center Pipeline

APRIL 2, 2021

Could there be much more change in the air than in our centers? Inside The Issue call center contact centerThere are signs of spring everywhere.

Contact Center 141
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Contact Center Call Center 141

Contact Center and COVID-19: Lessons Learned

Contact Center Pipeline

APRIL 7, 2020

To say the Coronavirus pandemic caught many contact center executives unprepared would be an understatement. Home Agents call center contact center COVID-19 crisis management remote work work-at-home program

Contact Center 201
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Contact Center Call Center Management 201

The Making of a Contact Center Superagent

Contact Center Pipeline

NOVEMBER 26, 2019

The universal agent is certainly not a new concept for contact centers. Within today’s contact center, however, several trends are converging and creating […].

Contact Center 212
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Contact Center Technical Support Sales Call Center 212

Automation: The Contact Center’s Grocer

Contact Center Pipeline

AUGUST 12, 2020

Technology AI artificial intelligence call center automation chatbots contact center technology intelligent virtual agents robotic process automation RPA virtual assistantsIn times of crisis, we often find heroes in the unlikeliest of places.

Contact Center 181
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Contact Center Virtual Agent Chatbots Technology 181

Your Complete Customer Engagement Handbook

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Transform your contact center to build relationships with your customers that will last a lifetime

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Call Recording Software For Contact Centers

NobelBiz

APRIL 20, 2021

The post Call Recording Software For Contact Centers appeared first on NobelBiz®. Blog Call Labeling Contact center Solutions Knowledge Teclo Carrier Telecommunications contact center contact center software contact center trends

Contact Center 52
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Contact Center Customer Experience Telecommunications contact center solutions 52

Contact Center Customer Experience Best Practices

Callminer

APRIL 20, 2018

Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. Continue reading to learn more about the best practices that will help your contact center deliver outstanding customer experience and beat the competition. Each contact center has its own priorities and goals, each of which is influenced by customer expectations.

Best practices 171
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Best practices Contact Center Customer Experience Journey mapping 171

8 Tips for Selecting an Effective Contact Center Strategy

Fonolo

FEBRUARY 18, 2021

If you’re reading this, chances are you’ve decided up your contact center game. Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. Contact Center contact-center contact-center-strategy

Contact Center 92
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Contact Center Abandon rate Average Handle Time Benchmark 92

Preventing Contact Center Agent Burnout

Contact Center Pipeline

SEPTEMBER 1, 2020

Agent burnout 205
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Agent burnout Contact Center 205

60-Day Plan: Practical Upgrades for Your Remote Contact Center

Speaker: Roger Lee, VP Customer Success, Gridspace

As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight, and new security and privacy risks -- all on top of unique customer demands. During this conversation, Roger Lee, VP of Customer Success at Gridspace, will share practical tips for how software can solve these problems in less than 60 days

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