BlueOcean
APRIL 24, 2024
Below are 9 top questions for asking about ESG in your outsourced contact center RFP process. Environmental Sustainability In today’s landscape, many consumers are increasingly focused on aligning their buying choices with businesses that are committed to sustainability.
CCNG
FEBRUARY 8, 2023
Jason Mercer-Pottinger was given a seemingly impossible task; take over a Tier 1 contact center from a 3rd-party BPO with no trainers, no supervisors, and no experienced agents while at the same time decreasing costs and improving quality. And do it all in 120 days. Service levels were at 90% and quality scores were at 98%.
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Fonolo
FEBRUARY 29, 2024
With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? What’s inside?
CCNG
MAY 27, 2021
Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. Performance improvement processes are a continual battle.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Fonolo
DECEMBER 8, 2023
Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! There’s no denying that some of the changes impacting contact centers over the last four years continue to make waves – notably the enduring appetite for hybrid and remote work.
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. Tips for Mitigating the Impact of Pandemics on Contact Centers , by Donna Fluss.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
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As contact center needs and pain points have evolved, so have contact center buying processes. This guide covers: Omnichannel & Inbound.
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Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it. What does it take to engage agents in this customer-centric era?
Speaker: Melissa Pollock, Customer Success Officer, AmplifAI
As companies continue to seek every competitive advantage available, organizations must explore new opportunities and ways to increase productivity in our modern contact centers. What to identify, document and share. In this webinar, you will know: How to build the necessary interpersonal skills to engender CX behaviors.
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