Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Fonolo

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever.

Call Center 147

Call Center Management Benchmark Contact Center 147

Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. Some organizations even resorted to agents using their personal cell phones as tools of customer service.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Playvox

JANUARY 30, 2024

It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support. In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well. Adding game-like elements is one way.

Gamification 79

Gamification Contact Center Coaching Quality management 79

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Playvox

JANUARY 13, 2022

While many in the contact center industry are slow to transition away from on-premise software, cloud adoption shows no signs of slowing. In the last year, contact center teams that have embraced cloud-based solutions have learned some important lessons. Customer Chit-Chat. billion in 2020. There were around 6.4

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. The future of contact center technology is in the cloud.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

Aspect

JANUARY 3, 2018

If your contact center is not already thinking seriously about the cloud, there might be a lesson to be taken from other soft ware users. What’s the view of cloud software in the contact center at ground level? Of the remaining contact centers that are completely on-premises, 58% will move to the cloud by 2020.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

Enghouse Interactive

MAY 27, 2021

Organizations can’t engage with customers the way they previously did, while still respecting and guaranteeing their privacy! Well, maybe that’s not an accurate statement.

Contact Center 52

Contact Center Self service Chatbots CRM 52

Serenova

OCTOBER 24, 2019

We frequently write about customer experience as a key competitive differentiator. In fact, according to industry data—and anecdotal evidence from the contact center leaders we talk to every day—consumer expectations and the service levels they demand are only increasing. Amazon Flushes Customer Service Down the Toilet.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

Enghouse Interactive

MAY 25, 2020

Best Practices for Securing Video Calls. Video helps maintain relationships in ways that no other type of communication can. We’ve compiled some of the best practices for your organization to consider when using video-conferencing. Resource: Video Conference Security – Basic Checklist. Recommended Best Practices.

Healthcare 40

Healthcare Best practices Government Enterprise 40

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Customer First” drives success. Customer service has become the top business priority. will have extended Teams to their contact center for voice and 31.1% Video enablement: either use internally to manage remote agents, or externally for communications with customers.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

JULY 29, 2021

Who hasn’t heard “This call may be monitored or recorded for quality assurance purposes”? As a normal order of business, most contact center calls, whether inbound or outbound (via proactive dialer or manually dialed), should now be recorded. AI is rapidly being applied in all areas of the contact center.

Scripts 96

Scripts Contact Center Benchmark CRM 96

Serenova

AUGUST 11, 2020

Businesses face ever-increasing expectations and the burden of an ever-growing volume and breadth of customer inquiries, which range from order status updates to product support to billing and more. This has further extended the role of the contact center agent and created new complexity for agents. What is a Call Center Agent?

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Brad Cleveland Blog

MAY 5, 2022

Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and why improving processes is where you’ll make substantial progress. Your quality standards set the mark.

Customer Service 29

Customer Service Quality management Contact Center Call Center 29

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Serenova

OCTOBER 7, 2020

At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status. Now as many as 80 percent of call center agents are currently working from home. Provide continuous, individual feedback.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Brad Cleveland Blog

DECEMBER 10, 2020

In this video, I summarize three tools that we often recommend for their usefulness in customer service settings. This video is from … The post Root Cause Analysis in Customer Service first appeared on Brad Cleveland. Typically, several possibilities surface and they all seem plausible.

Customer Service 29

Customer Service Customer Experience Quality management Contact Center 29

Brad Cleveland Blog

MAY 5, 2022

Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and why improving processes is where you’ll make substantial progress. Your quality standards set the mark.

Customer Service 26

Customer Service Quality management Contact Center Call Center 26

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. Self-Service Helps Agents Too. Protect Your Experts with Call Recording and Quality Management.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

JUNE 17, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #1 Enhancing the Customer Experience. This new reality presents the contact center industry with an excellent opportunity to integrate with Teams and provide seamless company-wide collaboration capabilities across their customer’s organizations.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Monet Software

DECEMBER 21, 2018

February also featured the debut of our YouTube video series “Headcetera,” a lighthearted look at how two contact centers ­– one with workforce management software, one without – face the challenges of forecasting and scheduling. We debuted our new, modern and more responsive company website this month. Stay tuned!

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

Serenova

AUGUST 11, 2020

Businesses face ever-increasing expectations and the burden of an ever-growing volume and breadth of customer inquiries, which range from order status updates to product support to billing and more. This has further extended the role of the contact center agent and created new complexity for agents. What is a Call Center Agent?

Call Center 52

Call Center Contact Center Chatbots Quality management 52

Enghouse Interactive

OCTOBER 27, 2021

Your Biggest Contact Center Challenge? Figuring Out What Customers Are Telling You. Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome. From digital natives to boomers.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Spearline

OCTOBER 7, 2020

If you are a business with a large number of contact centers, you should be mindful of how your customers will be easily impacted by the effects of high latency. You want to make sure the quality of the call is high and is valuable in giving the customer the best experience possible. How does it work? Sign me up!

Customer Experience 52

Customer Experience Abandon rate Call flow Quality management 52

Brad Cleveland Blog

NOVEMBER 28, 2018

You’d likely notice some hairstyles that you don’t see every day at some tech contact centers.

Contact Center 26

Contact Center Management Quality management Call Center 26

Enghouse Interactive

OCTOBER 21, 2020

Today, the biggest challenge facing global service organizations and traditional contact centers is delivering a quality of service experience in line with the expectations of the modern customer – one that keeps the customer satisfied and instills loyalty to their brand.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Aspect

SEPTEMBER 21, 2018

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest. Increased cost of space.

At home agents 78

At home agents Coaching Gamification Metrics 78

Enghouse Interactive

JUNE 25, 2021

Deliver better customer service. If morale is high and agents feel satisfied, then they are more likely to be engaged in their jobs and to deliver a better service. Quality management. Quick action by managers can then stop them developing into larger problems for the agent.

Technology 40

Technology Morale Self service Analytics 40

Brad Cleveland Blog

NOVEMBER 28, 2018

You’d likely notice some hairstyles that you don’t see every day at some tech contact centers. Some centers who cater to a younger workforce have break room amenities, such as video game consoles, that put most others to shame. Cultures vary dramatically from one organization to the next.

Contact Center 20

Contact Center Management Quality management Call Center 20

Brad Cleveland Blog

NOVEMBER 28, 2018

You’d likely notice some hairstyles that you don’t see every day at some tech contact centers. Some centers who cater to a younger workforce have break room amenities, such as video game consoles, that put most others to shame. Cultures vary dramatically from one organization to the next.

Contact Center 20

Contact Center Management Quality management Call Center 20

Brad Cleveland Blog

JULY 24, 2018

This video from my … Continue reading → The post Common Misconceptions of Customer Service Quality Standards appeared first on Brad Cleveland. Dig a little deeper, and we’ve found there are several common misconceptions that can hamper their development and use.

Customer Service 26

Customer Service Quality management Contact Center Call Center 26

Serenova

JULY 21, 2020

Customer Engagement in the Contact Center. Video is now everywhere , providing a comfortable work communication medium that is relied on for all manner of business-critical use cases, competitive differentiation and even new revenue streams. exceptional customer care and resolving issues quickly.?Adding

Contact Center 90

Contact Center Analytics Technical Support Healthcare 90

Enghouse Interactive

JULY 7, 2021

Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy.

Scripts 52

Scripts Coaching Contact Center Call Center 52