Call Center Weekly

APRIL 17, 2018

By Dan MacDougall Contact center metrics are developed to measure operational performance (e.g. Calls Answered Live, Escalation Rate, First Contact Resolution, and Call Volume). How do contact center leaders become more customer-experience focused? Connect: LinkedIn | Twitter.

Contact Center 136

Contact Center Metrics Customer Experience Technical Support 136

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. Digital Transformation.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

CCNG

NOVEMBER 16, 2022

With the right approach, improved customer experience can also dramatically reduce operating costs. Leveraging insights from a third party with extensive experience in customer-centric transformations enables the organization to think more creatively and identify innovative solutions that drive the desired customer and business outcomes.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

CCNG

DECEMBER 8, 2022

Company Shifts Call Center Operations With a Focus on Guest Experience Call center operations have seen a dramatic shift for Hyatt Hotels Corp. She said call center operations are now scattered across 23 states, which she sees as a positive "because it's given us access to all sorts of different talent."

Call Center 195

Call Center CCNG Customer Care Engineering 195

BlueOcean

DECEMBER 18, 2018

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions? CAPABILITIES & PROCESS.

Contact Center 78

Contact Center Chatbots outsourcing Metrics 78

Serenova

AUGUST 25, 2020

There are two constants in the contact center. Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. It’s clear that the contact center industry has felt the entire spectrum of effects. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced?

outsourcing 62

outsourcing Customer Care Contact Center Engineering 62

NobelBiz

FEBRUARY 22, 2023

The data collected, measured, and analyzed for contact centers is an absolute gold mine. When used wisely, it can greatly improve the customer experience. In other words, the link between data and customer experience can become a virtuous circle. Here are some more advantages of employing call center analytics: 1.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. It’s clear that the contact center industry has felt the entire spectrum of effects. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced?

outsourcing 62

outsourcing Customer Care Contact Center Engineering 62

Natalie Petouhof

FEBRUARY 9, 2016

This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. that timeline could be weeks or months.

Customer Care 61

Customer Care Engineering SaaS Contact Center 61

Monet Software

OCTOBER 3, 2018

Monet Workforce Optimization honored for improving customer service technology and customer experience. Los Angeles, October 2 nd , 2018— Monet Software announced today that TMC , a global, integrated media company, has named Monet WFO as a 2018 Contact Center Technology Award winner, presented by CUSTOMER magazine. “We

Contact Center 48

Contact Center Technology Quality management Engineering 48

Skybridge

AUGUST 24, 2023

“Outsourcing helps companies maintain service levels and provide a consistent customer experience across all channels and hours of operation.” Deloitte Digital 2023 Report on New Realities for Contact Center Transformation Have your customers been looking for a better experience at your contact center?

outsourcing 52

outsourcing Contact Center Customer Care Average Handle Time 52

CCNG

JUNE 14, 2023

Here are some key metrics and approaches to consider: Key Metrics to Assess Customer Engagement and Loyalty In Jeanne Bliss’s book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Skybridge

MAY 10, 2022

Get the breakdown from North America’s leader in customer care. For North American brands and the customer care teams who support them, 2020 launched a period of upheaval, unforeseen challenges, and wildly fluctuating consumer needs. But the truth is, a handful of customer care leaders were ready for 2020.

At home agents 52

At home agents Customer Care Contact Center Engineering 52

Monet Software

JANUARY 20, 2021

As a long-time industry analyst focused on the contact center workforce optimization market, I have long questioned why small to medium-size (SMB) businesses do not get more love from the major WFO vendors. There are approximately 70,000 contact centers in the United States, and 88 percent of these have 150 or fewer agents.

contact center workforce 118

contact center workforce Contact Center Service level Engineering 118

Fonolo

NOVEMBER 13, 2018

Follow Smart Customer Service on Twitter here. . This event showcases practical takeaways for contact center professionals via case studies from well-known companies; exclusive tours of local contact centers; and seven key learning tracks that allow you to pay attention to topics most relevant to your business.

Customer Service 108

Customer Service Contact Center Engineering Education 108

Serenova

AUGUST 25, 2020

There are two constants in the contact center. Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

JustCall

APRIL 3, 2023

Introduction Have you ever called your favorite brand’s customer care number to be met with drawling, robotic menus over the telephone that only offer more questions and no resolution? Thankfully, with conversational AI-based IVRs, you can turn this metric around for your customers. You are not alone.

Interactive Voice Response 52

Interactive Voice Response Self service First call resolution Engineering 52

Fonolo

MARCH 7, 2019

Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Service. VPs & Directors of Customer Experience. As a thought leader, innovator, and the CEO of Fonolo, Shai Berger is on a clear mission to educate the call center industry on how to improve the customer experience.

Engineering 62

Engineering Contact Center Interactive Voice Response Chatbots 62

Fonolo

MARCH 25, 2019

Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Service. VPs & Directors of Customer Experience. As a thought leader, innovator, and the CEO of Fonolo, Shai Berger is on a clear mission to educate the call center industry on how to improve the customer experience.

Engineering 70

Engineering Contact Center Chatbots Education 70

Fonolo

NOVEMBER 27, 2018

We’ll talk about: Impact of Messages on Customer Service. Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Service. VPs & Directors of Customer Experience. Importance of Chat. Implications of Engaging through Text. Plus so Much More! The Panelists. Thomas Howe.

Customer Service 119

Customer Service Call Center Engineering Contact Center 119

Vistio

APRIL 2, 2022

She is an expert in the design and continuous improvement of the remote working model for contact centers, support functions, and enterprise, both in-sourced and outsourced. And that was actually in my first contact center assignment, it was with an outsourcer. I totally agree with you, Hailey.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

TechSee

APRIL 10, 2018

By turning a potential threat into a secret weapon, BPOs utilize the power of technology as a strategic differentiator, as well as an additional revenue source and growth engine. Customer-Driven Opportunity. Technology sales also generate additional service opportunities, upsells, longer term contracts, etc. –

Call Center 139

Call Center Technology outsourcing Self service 139

Fonolo

JUNE 6, 2019

Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Service. VPs & Directors of Customer Experience. As a thought leader, innovator, and the CEO of Fonolo, Shai Berger is on a clear mission to educate the call center industry on how to improve the customer experience.

Engineering 52

Engineering Contact Center Interactive Voice Response Chatbots 52

Hodusoft

APRIL 17, 2024

In 1982, the former engineer at Bell opened his own company to focus on inventions around auto attendants. Call Arrives This is the step when a caller dials a company’s customer care number and the auto attendant system receives the incoming call. If you want to know more about our auto attendants, contact us today.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

Fonolo

NOVEMBER 20, 2018

We’ll talk about: Impact of Messages on Customer Service. Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Service. VPs & Directors of Customer Experience. Importance of Chat. Implications of Engaging through Text. Plus so Much More! The Panelists. Thomas Howe.

Customer Service 86

Customer Service Call Center Engineering Contact Center 86

Fonolo

NOVEMBER 22, 2018

We’ll talk about: Impact of Messages on Customer Service. Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Service. VPs & Directors of Customer Experience. Importance of Chat. Implications of Engaging through Text. Plus so Much More! The Panelists. Thomas Howe.

Omni-channel support 57

Omni-channel support Customer Service APIs Engineering 57

Fonolo

NOVEMBER 1, 2018

Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Service. VPs & Directors of Customer Experience. Importance of Chat. Implications of Engaging through Text. Best Practices for a Communication Channel. Choosing the best Communication Channel. The Panelists. Thomas Howe.

Customer Service 69

Customer Service B2C Finance Engineering 69

JustCall

NOVEMBER 25, 2022

Voice analytics tools can assist call center agents in recognizing when clients are angry or stressed so they can respond in the moment or better after knowing the fact. Such software for contact centers sometimes comes with a preloaded function for speech analytics, or it can be integrated with it. NICE CXone. Avaya OneCloud.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

TechSee

JULY 2, 2019

Every company understands that their customers are their number one priority, and many businesses are ready and willing to go the extra mile to wow their customers… if only they had the right tools. The company got right on the case and with the help of the police, the customer didn’t end up a penny out of pocket.

Customer Service 104

Customer Service B2C Contact Center Engineering 104

TRUSTID

FEBRUARY 5, 2013

How confident are you that the next time one of your call center agents answers the phone the call will be handled safely and efficiently? Anyone with criminal intentions can spend a little time collecting personally identifiable information (PII) and other public data they can use to socially engineer others over the phone.

Customer Care 48

Customer Care Banking Engineering Call Center 48

Fonolo

OCTOBER 30, 2018

Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Service. VPs & Directors of Customer Experience. He has 13 years of product management experience, 4 years of sales engineering experience, and over 10 years of training / professional services experience. The Panelists.

Customer Service 52

Customer Service B2C Engineering Finance 52

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies. Contact Center workload management.

Technology 122

Technology Customer Service Gamification Contact Center 122

Fonolo

NOVEMBER 21, 2018

In September, they acquired Ytica to add analytics to the Twilio Flex contact center. We’ll talk about: Impact of Messages on Customer Service. Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Customer Service. VPs & Directors of Customer Experience. The Panelists.

Call Center 57

Call Center Contact Center Chatbots Engineering 57

Noble Systems

MAY 20, 2021

Noble Systems’ Chris Hodges (SVP sales and marketing) and Ellwood Neuer (SVP solution engineering) recently sat down to discuss the growing use of speech and artificial intelligence, both at the consumer level and in contact centers. The global IVR market alone is expected to grow by USD 2.5+ billion in the next four years.

Technology 52

Technology Interactive Voice Response Engineering Contact Center 52

DMG Consulting

JULY 31, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Marketing organizations need to know which campaigns are most effective in attracting customers and generating revenue. What: Releases 2019 Call Tracking Product Report .

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

3CLogic

APRIL 17, 2023

And with so many customers still picking up the phone, it is crucial that contact centers rely on efficient routing to keep up with demand. Whether your system of record has its own NLU engine or not, the best voice integrations will help you leverage NLU no matter what. The global IVR market is set to reach $6.7

Interactive Voice Response 52

Interactive Voice Response Self service CRM Engineering 52