Contact Center Pipeline

APRIL 4, 2023

We cover some of our bigger contact center challenges in our April issue. Of course, it wouldn’t be a complete issue if we didn’t discuss promoting your contact center’s value and visibility. […] Our April issue is available.

Contact Center 130

Contact Center Customer Experience Management Call Center 130

Transparent BPO

DECEMBER 29, 2022

Tactics to turn underperforming contact center staff into superstars By Steve Dibari and CJ Cardwell , VPs of Operations, Transparent BPO To deliver a great client experience, you have to have great employee engagement in your contact center. The post Course Correction appeared first on Transparent BPO.

Employee engagement 62

Employee engagement Contact Center Management outsourcing 62

Contact Center Pipeline

NOVEMBER 2, 2021

Of course, there are unicorns, ladybugs and princes. Kind of reminds me of our contact centers. What a great time of year. It is Halloween as I write this so I am thinking about gremlins, ghosts and goblins. There is the scary, the delightful and the practical. And that just about sums up our November […].

Contact Center 147

Contact Center Call Center 147

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. This shortlist of contact center best practice hacks should set you up for success in the pursuit of customer service excellence.

Best practices 227

Best practices Contact Center Interactive Voice Response Call Center 227

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Robert Davis

AUGUST 11, 2020

Davis and Associates ( [link] ) is excited to present three online courses designed to maximize the performance of supervisors, leaders at all levels, and contact center agents in the work-from-home environment. RCDA will teach each of the seven topics in each course via a 90-minute Zoom meeting. We will: Cover the topic.

Contact Center 62

Contact Center Coaching Accountability Time management 62

Myra Golden Media

APRIL 6, 2023

However, as a contact center representative, it’s your responsibility to deliver this news in a way that’s sensitive, empathetic, and effective. As a contact center representative, it’s your job to acknowledge these emotions and respond with empathy. They may become upset, angry, or frustrated.

Contact Center 156

Contact Center Best practices Accountability Management 156

Nuance

MAY 20, 2020

Contact Centers are the front-door to those choices. When thought of as Virtual Engagement Centers powered by a range of customer input options from voice and video to text, Contact Centers are vital lifelines for organizations’ digital transformation and customer engagement strategies. Consumers want choice.

Contact Center 59

Contact Center Enterprise 59

The Call Center School

MARCH 26, 2020

At The Call Center School, we create engaging e-learning courses for training contact center employees (for frontline agents, supervisor, quality assurance, and workforce management). With the current outbreak of the Corona virus, contact centers face an entire new set of challenges.

Contact Center 84

Contact Center Call Center Best practices Management 84

Nuance

MAY 20, 2020

Contact Centers are the front-door to those choices. When thought of as Virtual Engagement Centers powered by a range of customer input options from voice and video to text, Contact Centers are vital lifelines for organizations’ digital transformation and customer engagement strategies. Consumers want choice.

Contact Center 52

Contact Center Enterprise 52

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET. Donna Fluss is president of DMG Consulting.

Contact Center 138

Contact Center Enterprise Consulting Consulting 138

Fonolo

NOVEMBER 29, 2023

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Come to think of it, everybody wants to be heard! Of course, customers want a lot of other things , too. The post Active Listening for Contact Center Agents: 5 Examples first appeared on Fonolo.

Contact Center 87

Contact Center Airlines Self service Healthcare 87

CX Global Media

MARCH 26, 2019

For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. But for one contact center that implemented virtual agents, their call handle times quadrupled! For those of you in contact center operations, this is not a huge surprise.

Virtual Agent 216

Virtual Agent Contact Center Coaching Call Center 216

Spearline

JUNE 2, 2022

It’s been widely noted that the last two years of pandemic have forced an acceleration of the digital transformation of many companies, not least those operating contact centers. So what are the contact center trends for 2022? And, more specifically, what are the contact center technology trends for 2022?

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

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. We’ve got eight essential tips so you can start improving your contact center today.

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

SharpenCX

OCTOBER 15, 2023

Contact centers specifically are rife with opportunities to incorporate AI and automation. Let’s explore the concept of usable AI and three key areas to consider as you incorporate AI and automation into your contact center. Shouldn’t everything we do in the contact center seek to elevate the customer experience?

Contact Center 67

Contact Center Interactive Voice Response Virtual Agent Technology 67

HGS

JANUARY 25, 2021

Ready to modernize your contact center? Tis the season for contact center trends, predictions, and “must-watch” lists. An alternate, or supplemental, way of looking at technology adoption and maturity in the contact center involves Rogers’ stages of diffusion of innovation. Assess trends with care.

Contact Center 130

Contact Center Banking Education Self service 130

Outsource Consultants

MARCH 8, 2022

No industry is safe from rising labor costs, especially the contact center industry where a majority of employees are the heavily affected low-wage earners. Aside from just wage inflation, recruiting cost increases and benefits additions have put a major strain on the margins of domestic contact centers.

Contact Center 126

Contact Center outsourcing Call Center Wait times 126

Fonolo

NOVEMBER 9, 2021

Contact centers have faced some serious ups and downs in the past few years. Find out how we scored in our latest resource, Contact Center Trends 2022. As for the upcoming year, take a sneak peek at our predictions below: READ THE FULL GUIDE: Contact Center Trends 2022. Trend #2: Remote contact centers.

Contact Center 87

Contact Center call center software Call Center Metrics 87

Customer Relationship Metrics

JULY 26, 2017

It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious. Doing things the popular way in the contact centers no longer works.”

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Myra Golden Media

JULY 9, 2020

Yesterday I sat down with author, consultant, and trainer, Jeff Toister, to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control. If you need more help with conversation control, take my Call Control course on LinkedIn Learning. Continue the Conversation with Me?

Contact Center 156

Contact Center Consulting Consulting Customer Service 156

Fonolo

JANUARY 20, 2022

Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition. Industry Report: State of the Contact Center 2022.

Contact Center 81

Contact Center industry standards Interactive Voice Response Call Center 81

CX Global Media

MAY 25, 2017

And Lori Bocklund has seen both happen in the current Wild West of contact center technology that exists today. Unstable Contact Center Technology. As Lori states, when it comes to contact center technology, all of this is happening. It’s like the Wild West out there with contact center technology.”

Contact Center 185

Contact Center Technology CRM Finance 185

Fonolo

JUNE 13, 2023

Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. If you’re considering a call-back solution for your contact center, here are some things you’ll be glad to know before you decide which product is right for you.

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

Fonolo

AUGUST 29, 2023

There are plenty of resources online and organized workshops and courses you can take advantage of, too. The Ultimate Guide to Call Center Training Step 2: Help Your Agents Develop Empathy Empathy forms the heart of active listening. The post Active Listening for Contact Center Agents first appeared on Fonolo.

Contact Center 67

Contact Center Call Center Abandon Call Construction 67

Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

Fonolo

JULY 14, 2020

But many contact centers had yet to take advantage of the many benefits that come from offering your contact center agents flexible working arrangements. Flex-Time is Probably Right for Your Contact Center. The short answer is: Yes, flex-time is right for your contact center.

Contact Center 126

Contact Center Morale Call Center Employee engagement 126

CX Global Media

JUNE 5, 2017

If you stop and think about contact center agent burnout and turnover problems, why have you not considered musculoskeletal disorders (MSDs)? Of course, you did. Have you considered MSD as a contact center agent burnout cause? A Contact Center First – For Me. The reality for contact center agents.

Agent burnout 192

Agent burnout Contact Center Morale Call Center 192

Fonolo

DECEMBER 2, 2020

To grade a contact center on handling a crisis, you really have to judge it in context. The State of the Contact Center 2020. So, in answer to the question, “How did contact centers do in the pandemic?” Contact centers are part of the infrastructure that is being stress-tested by this crisis.

Contact Center 122

Contact Center Government Call Center Management 122

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. That moment opened the world’s eyes to the potential of artificial intelligence, and since then the technology has, of course, come on in leaps and bounds. Computer Vision AI – Reinventing the Contact Center. Image Restoration. Real life is seldom neat and tidy.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

Fonolo

JANUARY 14, 2021

Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. Empathy has been a hot topic in the contact center industry this past year.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

Vistio

JANUARY 16, 2024

As companies strive to maintain their competitive edge and foster customer loyalty, modern contact center technology solutions, like next-best-action guidance and automation, can be invaluable in optimizing processes and empowering agents to deliver outstanding experiences consistently.

Contact Center 52

Contact Center Customer Experience Average Handle Time Analytics 52

CSM Magazine

MARCH 11, 2021

Contact center outsourcing has proven to be highly beneficial, but it isn’t without its faults. Call spikes are probably the biggest challenge that contact centers face. Due to this predictability, a business can hire an outsourced team to help their contact center manage the high call volume when needed.

outsourcing 105

outsourcing Contact Center Multi-channel support Call Center 105

Aspect

SEPTEMBER 27, 2017

The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. By making strides to be an early adapter to emerging technologies, you set your contact center apart from the competition and put yourself in a position to continue exceeding your customers’ needs.

Contact Center 141

Contact Center Chatbots contact center solutions Interactive Voice Response 141

Balto

JUNE 22, 2023

Imagine your contact center agents were engaged and highly motivated. That’s the dream for every contact center leader. It’s also been a top challenge over the 25 years I’ve worked with contact centers. For example, one contact center gave agents an incentive for achieving good survey scores.

Contact Center 59

Contact Center Surveys Coaching Consulting 59

Horizon CX

APRIL 3, 2023

It’s not like they are the only ones doing this—different options of course, but everyone uses the same boring message. And of course, there’s also the standard message; “this call may be recorded for training purposes.” April 2023 The post Improving Contact-Center CX appeared first on Horizon CX.

Contact Center 52

Contact Center Entertainment call center workforce Call Center 52

Spearline

OCTOBER 13, 2021

AI adoption in contact centers – virtual agents The voice-bot is emerging as an attractive conversational-user-interface which offers accessible and comfortable user interaction. Contact center teams are enthusiastically rolling out virtual agents. Contact us to learn more. We test phone numbers, in-country.

Virtual Agent 98

Virtual Agent Contact Center Chatbots Consulting 98