Fonolo

FEBRUARY 1, 2018

We already know how monotonous a call center agent’s role can be but, by making the training process exciting and fun, you’re creating a better environment for everyone. Remember, it’s not just the initial training that’s important; creating a culture of continuous learning is also essential to the success of your contact center.

Contact Center 92

Contact Center Call Center Metrics Feedback 92

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 99

Contact Center Call Center Self service Surveys 99

Fonolo

MAY 1, 2018

What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 62

Contact Center call center professionals Education Call Center 62

Fonolo

APRIL 30, 2018

What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 52

Contact Center call center professionals Education Call Center 52

Callminer

FEBRUARY 19, 2020

Thus, investing in the right technology and tracking the right metrics may be pivotal to this process. All industries benefit from innovation and customer support is no different in this regard. However, this diversification of customer service channels makes staying on top of communication more complex in practice.

Call Center 287

Call Center Accountability Technology Customer Support 287

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. This channel has become one of the fastest-growing customer service channel offerings.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

Fonolo

DECEMBER 5, 2017

Last week, Fonolo hosted an insightful live discussion on how to handle customer service in a crisis. This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. White Paper: 9 Critical Contact Center Trends for 2018.

Customer Service 75

Customer Service Management Call Center Morale 75

DMG Consulting

SEPTEMBER 29, 2017

KPI Guide for Omni-Channel Contact Centers. Contact centers are highly complex operating environments with a lot of moving parts and activities. Supervisors and agents need metrics so they know how they are performing their jobs and what they need to improve. By Donna Fluss. Introduction.

Contact Center 48

Contact Center Metrics Consulting Consulting 48

Fonolo

MARCH 22, 2018

In a society becoming increasingly obsessed with text messages, DMs, and emojis, it turns out that authentic, real-time human interaction through phone calls is still the preferred way to deliver optimal customer service. Customers’ Trust a Person’s Voice Over Text. Phone Calls Lead to Customer Satisfaction and Retention.

Customer Service 79

Customer Service Customer retention Call Center Contact Center 79

Fonolo

JUNE 5, 2018

Last week, Fonolo hosted an insightful live discussion on the top call center metrics you need to be tracking. This expert panel discussed NPS for customer satisfaction, popular call center metrics, the future of the voice channel, and so much more! Is NPS Still the Best Metric for Customer Satisfaction?

Call Center 79

Call Center Metrics Average Handle Time Self service 79

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. One thing contact centers need to get better at is…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

DMG Consulting

OCTOBER 25, 2017

Contact Center KPIs: Less is More. Contact centers are typically complex operating environments that require many systems and applications to deliver an outstanding customer experience, cost effectively. It is better to give managers a limited number of actionable KPIs and metrics than to deliver dozens of reports.

Contact Center 48

Contact Center Metrics Enterprise Sales 48

Fonolo

APRIL 4, 2018

Apple announced “Business Chat” in June, staking a claim to a vital piece of the ecommerce landscape: the channel for customer service communication. Apple clearly has a vision for how customer service should work. Chat has been the tantalizing future of customer service for a long time. No Bots Please.

Customer Service 90

Customer Service Chatbots Government Contact Center 90

Fonolo

JANUARY 18, 2018

Here’s Fonolo’s 4 th annual list of Top Analysts Covering the Customer Experience for 2018! White Paper: 9 Critical Contact Center Trends for 2018. Several trends are poised to make a significant impact on contact centers around the globe. What’s Inside: A Focus on Customer Experience Strategies.

Customer Experience 0

Customer Experience Contact Center Metrics Feedback 0

Vonage

MARCH 26, 2018

Consider the ways a customer comes into contact your brand, and the emotions that may influence or result from each interaction. Service teams must be empowered to provide more emotive customer experiences. During the webinar, Furniss broke down four ways AI will impact customer service in 2018.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Fonolo

FEBRUARY 15, 2018

The relationship between contact centers and their customers can be a volatile one. Sometimes the experience is just not up to par, other times customers are ranting and raving about how happy they are. I’m sure your contact center can relate to both sides of the spectrum. 1) Rethink Your Channels.

Call Center 75

Call Center Contact Center Big data Coaching 75

Fonolo

DECEMBER 6, 2017

White Paper: 9 Critical Contact Center Trends for 2018. Several trends are poised to make a significant impact on contact centers around the globe. This white paper explores key areas that are sure to shake up the industry. What’s Inside: A Focus on Customer Experience Strategies.

Airlines 0

Airlines Telecommunications Benchmark Call Center 0

Fonolo

APRIL 11, 2018

This phenomena is especially exacerbated when it comes to a negative experience with customer service. The truth is that a negative customer service experience can spread like wildfire through social media, causing some serious damage to consumer trust and brand perception.

Telecommunications 105

Telecommunications Call Center Contact Center Customer Service 105

Fonolo

NOVEMBER 29, 2017

Today, changes to the contact center are a response to consumer behaviour, and not simply the result of business initiatives. In a climate where technology and customer preferences change at a breathtaking pace, it can be overwhelming to consider all the ways that your contact center needs to evolve.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). Contact Center . The new paradigm of Work.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Fonolo

JULY 5, 2018

What does the future hold for customer service? A common theme in answer to this question is, “Improvements in automation and self-service will erode the importance for call centers.” White Paper: 9 Critical Contact Center Trends for 2018. FCR is Undeniably the Most Important Metric.

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Among its standout features is the Preview Dialer.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Fonolo

JANUARY 3, 2018

As a customer service leader, you know that not every interaction is going to go smoothly. Sometimes it’s easy to maintain your composure while dealing with a customer complaint, other times it’s more difficult. This customer wants to feel validated and important, and maybe you just aren’t the one to do this.

Contact Center 97

Contact Center Feedback Personalization Metrics 97

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Fonolo

MARCH 27, 2018

White Paper: 9 Critical Contact Center Trends for 2018. Several trends are poised to make a significant impact on contact centers around the globe. This white paper explores key areas that are sure to shake up the industry. What’s Inside: A Focus on Customer Experience Strategies.

Call Center 59

Call Center SaaS Contact Center Metrics 59

Fonolo

JULY 19, 2018

Analyst Ian Jacobs put it perfectly: Google’s Duplex AI could kill the call center [link] via @qz Well, join the (VERY LONG) queue of technologies that were touted as contact center killers…and yet, contact centers are not just still here, but growing. White Paper: 9 Critical Contact Center Trends for 2018.

Call Center 72

Call Center Self service Contact Center Interactive Voice Response 72

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 57

Contact Center Call Center Self service Surveys 57

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. The role of the business analyst in call center operations is to…”. Steven Czyrny is the founder of The Analyst Agency. “A

Call Center 182

Call Center Analytics First call resolution Metrics 182

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management.

Best practices 52

Best practices outsourcing Contact Center Call Center 52

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

Callminer

MARCH 9, 2020

.” – The Value of Call Center Scheduling Software , 8×8; Twitter: @8×8. For more information on the importance of analytics in retaining top call center talent, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.

Best practices 182

Best practices Call Center Analytics Metrics 182

Global Response

FEBRUARY 13, 2022

A BPO call center, then, is a team of outsourced call center agents who can handle call center operations for other businesses. Some BPO call centers may focus on inbound calls and customer service, while others may serve as an outbound BPO call center and handle telemarketing, sales and/or market research.

Call Center 62

Call Center outsourcing Business Process Outsourcing Telemarketing 62

Callminer

APRIL 23, 2019

To ensure the quality of customer service. To train and evaluate call center staff. Ensure that you are operating under the correct understanding of PCI compliance for your contact center. Most call centers create agent call center KPIs to assure that standard of behavior are met.

Best practices 159

Best practices Call Center Banking Contact Center 159

Eptica

FEBRUARY 6, 2019

That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights. Listen to staff – and support them Customer service staff are on the frontline, acting as ambassadors for your brand. Share this page on: Tweet.

Automotive 73

Automotive Best practices Banking Customer emotions 73

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. What’s the key to driving improved customer satisfaction?

Healthcare 52

Healthcare Contact Center Self service Wait times 52