Cisco - Contact Center

OCTOBER 19, 2023

At this year’s EDUCAUSE, I sat down with Webster University and Collin College for a discussion hosted by The Chronicle of Higher Education. In our conversation we explored the possibilities offered b… Read more on Cisco Blogs

Education 97

Education 97

ShepHyken

DECEMBER 16, 2022

He writes about ‘quiet quitting’ and how contact centers can resolve this challenge in their organization. This trend is concerning for those within the contact center industry, with employee retention and recruitment already at a record low. How can the contact center industry resolve this challenge? .

Contact Center 167

Contact Center Banking Education Accountability 167

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award. Learn more about the Stevie Awards at www.StevieAwards.com.

Contact Center 71

Contact Center Government Customer Care outsourcing 71

Cisco - Contact Center

MARCH 7, 2024

If the rapid growth of artificial intelligence (AI), the increasing need for state-of-the-art student, faculty and staff experiences, security, and the pending enrollment cliff in the US have you… Read more on Cisco Blogs

Education 98

Education 98

Cisco - Contact Center

DECEMBER 20, 2023

The 2023 Education Summit event – co-hosted by Cisco and CAUDIT – provided higher education technology leaders an opportunity to gain new insights and perspectives on some of the rapid technology i… Read more on Cisco Blogs

Education 52

Education Technology 52

Cisco - Contact Center

APRIL 20, 2023

The topics we delved into were all about Hybrid Teaching and Learning for education … Read more on Cisco Blogs I’m wrapping up my week as an Ask Me Anything Expert for the Cisco Insider Advocates. What an enjoyable experience!

Education 96

Education 96

DMG Consulting

OCTOBER 13, 2023

AI: The Future Brain of Contact Centers View this article on the publisher’s website. AI is going to make very significant contributions to many areas of business, including contact centers. No person or government is going to stop the AI revolution, and regulating it is going to be very difficult.

Contact Center 77

Contact Center Government Transportation Engineering 77

Call Center Weekly

OCTOBER 9, 2017

By Sean Hawkins Organizations that understand the true value of professional development, culture, innovation, and creativity, also recognize the value of continuously educating their employee base. How then does a well trained contact center impact customer experience? Without them, there is no development!

Contact Center 273

Contact Center Morale Government Education 273

Cisco - Contact Center

JANUARY 24, 2024

The Social Impact Partner Spotlight series is a new series highlighting various Cisco non-profit organization partners that are helping transform the lives of individuals and communities. This blog f… Read more on Cisco Blogs

Education 96

Education 96

Fonolo

MAY 23, 2023

Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? What is Hyper-Personalization in a Contact Center? The post The Power of Hyper-Personalization in the Contact Center first appeared on Fonolo.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

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

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. The calls that do go through to the contact center agent are for more critical interactions — involving complexities, emotions or higher values.

Contact Center 275

Contact Center Self service Banking Airlines 275

Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. All contact centers face barriers, and you certainly know your own intimately.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

CX Global Media

AUGUST 30, 2017

In my 20+ years in the contact center industry, the past three years elevated this one word to utmost importance. In our rapid paced contact center environments, we must have “focus”. This ONE WORD unleashes contact center peak performance.” You need to automate contact center supervisor activities.”

Contact Center 149

Contact Center Coaching Education Call Center 149

COPC

SEPTEMBER 21, 2023

Statistics heavily influences our field, yet we often neglect to educate our staff on effectively navigating the wealth of information available to them. To understand that problem, let’s momentarily step out of the contact center world. The post Contact Center Coaching to Improve CSAT appeared first on COPC Inc.

Coaching 88

Coaching Contact Center Surveys Metrics 88

COPC

MAY 23, 2023

Most contact centers recognize the importance of team leaders. This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc.

Contact Center 88

Contact Center Employee engagement Coaching Benchmark 88

Expivia

MARCH 1, 2022

Not only can repeated calls frustrate a customer, but they also add unwanted costs to running your call center. That’s why it’s crucial to educate your agents on the importance of resolving the customer’s issue and resolving it on the first call. Educate them about your client’s product. But, training your agents isn’t easy.

Education 98

Education Call Center Construction Feedback 98

CX Global Media

JULY 8, 2019

The first step in the contact center agent journey comes with the hiring process. In my experience as a practitioner, solution provider, learner and educator in the contact center industry, I’ve reached the conclusion that we have a massive education opportunity. Conference Coverts to On-demand Learning.

Contact Center 120

Contact Center Education Coaching B2B 120

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Cisco - Contact Center

JANUARY 19, 2024

The pandemic forced schools and universities across the globe to digitize teaching, learning, services and operations. This process, while painful and challenging, created a period of “forced i… Read more on Cisco Blogs

Education 95

Education 95

TeleDirect

FEBRUARY 14, 2024

At TeleDirect, we deliver cloud-based contact center solutions to companies and industries across America. Cloud Contact Center: What Is It & How Does It Work? Customer contact centers have come a long way. What Is a Cloud Contact Center? Your brand can provide this, too. It’s 100% yours.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48

Cisco - Contact Center

APRIL 18, 2024

This is the story of how the Juan Misael Saracho Autonomous University in Bolivia successfully overcame significant technological infrastructure challenges by adopting Cisco Meraki. To delve deeper… Read more on Cisco Blogs

Education 52

Education Technology 52

Working Solutions

AUGUST 21, 2019

And ensuring that your brand representatives are as knowledgeable, helpful and up-to-date as possible requires a robust system of ongoing contact center education. But not all contact center education programs are created equally. […].

Education 40

Education Contact Center Customer Service Customer Care 40

Fonolo

DECEMBER 2, 2021

From retail to tourism to food service, almost every sector is currently experiencing major labor shortages , and contact centers are no exception. A reduction in available childcare workers has left many contact center agents without adequate care for the kids, forcing them to leave their positions. Plus, so much more.

Contact Center 95

Contact Center Technology Education Call Center 95

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Engineering Education Banking 52

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

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 Surveys 211

Call Center Weekly

NOVEMBER 9, 2017

Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers. Contact center Agents need the most accurate and up to date information. So, they both give consistent answers to educate their customers.

Contact Center 149

Contact Center contact center associations Banking Education 149

Bright Pattern

NOVEMBER 15, 2018

Education contact centers face a lot of challenges when it comes to communicating with students and prospective students. Their target market is constantly changing as younger students come in, demanding more innovative methods and emerging communication channels.

Education 41

Education Contact Center Marketing 41

ConvergeOne

MAY 24, 2022

Higher Education is seeking ways to engage students to not only keep them rooted to the campus community, but also to ensure they graduate. Institutions of higher education also provide a lucrative target for cybercrime, as there is a wealth of datapoints on students and staff all in one place. meaning they’re tuned out and disengaged.

Education 69

Education Consulting Consulting Contact Center 69

Fonolo

OCTOBER 20, 2020

The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year. Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. Contact Centers Adapted Fast. Contact Center Budgets Are Shrinking. Good times.

Contact Center 126

Contact Center Coaching Education Analytics 126

Call Center Weekly

OCTOBER 13, 2017

By Sean Hawkins This is an exciting time to be in the contact center! The call center of old, is vastly different than today's contact center. Perceptions about the contact center Ask the average person, and they are likely to have a negative opinion of the contact center.

Contact Center 100

Contact Center Education Call Center Government 100

CX Global Media

JULY 9, 2019

The second step ( the first step ) in the contact center agent journey comes with the on-boarding process. In my experience seeing many contact center operations, I see this area of the agent journey being full of improvement opportunities. Linda Harden President and Publisher, Contact Center Pipeline.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

CX Global Media

JULY 17, 2018

How would you describe your contact center supervisors? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. Ineffective? Overworked? Undertrained? Dream team? The Supervisor Journey.

Contact Center 179

Contact Center Coaching Construction Call Center 179

Talkdesk

MAY 12, 2020

The latest trend in at-home agent training centers around online, specialized tools that offer hands-on practice with a contact center interface, testing employees’ ability to learn and adapt to a technology they’ll be using daily. Encourage them to introduce their role on the team as well as how the agents can contact them.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119