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

NobelBiz

APRIL 23, 2024

The debt collection industry is undergoing a major shift. This expectation has permeated the collections industry, leading to the adoption of omni-channel communication strategies. This is why automation is especially transformative in contact centers.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

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 283

Contact Center Self service Banking Airlines 283

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

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

CX Global Media

JULY 8, 2019

The first step in the contact center agent journey comes with the hiring process. During the past few decades in the industry I’ve come to rely on learning from some of the top industry experts to help guide my thinking and idea creation. Conference Coverts to On-demand Learning. I’m looking forward to it! Free Access.

Contact Center 120

Contact Center Education Coaching B2B 120

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

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

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 62

Contact Center Government Customer Care outsourcing 62

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. I don’t believe this is an intentional attempt to deceive or take shortcuts.

Coaching 88

Coaching Contact Center Surveys Metrics 88

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. As we gear up for 2022, enterprises across the board are revisiting the ups and downs of their business and the industry at large. The contact center trends too, changed completely driven by the pandemic. Contact Center Technology Trends in 2022.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

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.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48

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

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

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 Customer centricity 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. That is especially true for industries such as banking and insurance, which are heavily regulated. Contact center Agents need the most accurate and up to date information.

Contact Center 149

Contact Center contact center associations Banking Education 149

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? Click to Tweet ).

Contact Center 179

Contact Center Coaching Construction Call Center 179

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

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

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

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

SharpenCX

OCTOBER 13, 2021

Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue. McKinsey & Co.

Contact Center 128

Contact Center Technology Coaching Analytics 128

ShepHyken

APRIL 22, 2024

4 Tips for Championing Contact Center Innovation from an Award-Winning Customer Experience Leader by Jay Patel (CIO) The human experience is tied to the tangible results a company sees, such as increased customer loyalty, higher employee retention, and overall business performance.

Customer Service 204

Customer Service B2B B2C Advertising 204

CX Global Media

JUNE 27, 2017

This has left your contact center vulnerable. To fraudsters, they see your contact center as a huge fraud opportunity. Why your contact center is a massive fraud risk” Click to Tweet. Educating Contact Centers. Matt Raymond from Pindrop talks fraud detection in contact centers.

Contact Center 159

Contact Center Call Center Interactive Voice Response Banking 159

JustCall

JUNE 28, 2023

Thousands of contact center leaders and professionals from around the globe gathered at one of the largest contact center event series from June 19th-22nd, 2023 for Customer Contact Week at Caesar’s Forum in Las Vegas.

Contact Center 52

Contact Center contact center workforce contact center solutions Education 52

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? Click to Tweet ).

Contact Center 136

Contact Center Coaching Construction Call Center 136

Outsource Consultants

SEPTEMBER 5, 2018

We have over 25 years of experience working in the call center outsourcing industry. For offshore contact center outsourcing, it’s hard to top a few of the countries located in Asia-Pacific. A majority of the top Philippine call centers are located in cities such as Manila, Cebu City, and Davao City. Philippines.

outsourcing 93

outsourcing Contact Center Business Process Outsourcing Telemarketing 93

Taylor Reach Group

NOVEMBER 26, 2019

Combating the High Agent Turnover Crippling US Contact Centers. For contact centers, an industry known for its high attrition rate, high employee turnover can impact not just team morale and productivity, but customer acquisition and retention as well. Being in the contact center business has never been harder.

Contact Center 98

Contact Center Morale Consulting Consulting 98

Call Center Weekly

NOVEMBER 26, 2018

This is especially true in large contact centers and back office organizations given their high human density, spontaneous growth requirements, increasing competition and turbulent levels of employee attrition. They have deployed more assertive tactics like win/win partnerships with community and educational institutions.

Contact Center 169

Contact Center Coaching Business Process Outsourcing Transportation 169

InTheChat

MARCH 5, 2019

March is Women’s History Month – which was created to educate and promote the achievements of women who have often been overlooked. Often when we think about the modern telecommunications industry, the pioneers we think of tend to. The post Women who made the modern contact center possible appeared first on InTheChat.

Contact Center 93

Contact Center Telecommunications Education 93

CX Global Media

JUNE 1, 2017

Hiring the best contact center agent is getting more complex with each passing year. As more interaction channels enter the contact center, the interactions agents need to support are more challenging and require higher skill sets. Watch Tim Kennedy of Shaker with Jim Rembach on Contact Center Candidate Experience.

Contact Center 136

Contact Center Call Center Coaching Education 136

CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. The already frustrated customer is now stuck in a queue with a long wait; that’s because staffing levels are down because contact centers don’t have enough customer-facing workers. It’s a vicious cycle.

Management 195

Management Average Handle Time Self service First call resolution 195

Balto

AUGUST 10, 2022

Shifting budgets to stay competitive is a natural — if not essential — survival tactic during difficult financial times, but be wary of cutting into the business functions, like your contact center, that have an outsized impact on your customers. . Our smallest represented industry was BPO, 0.28%. Demographics.

Contact Center 52

Contact Center Real estate Telecommunications Coaching 52

Calltools

MARCH 30, 2022

All outbound contact centers should comply with regulations to protect data and ensure safe and ethical calling practices. While there are overarching procedures for outbound dialing, your organization might need to adhere to additional call compliance regulations depending on your industry. Educational Institutions.

Healthcare 52

Healthcare Government Education Telemarketing 52

Transparent BPO

AUGUST 5, 2019

Interview with Robert Gofourth, Vice President, Operations Strategy & Performance, Blue Cross Blue Shield of North Carolina Providing better customer experiences should be every contact center’s number one concern. “People call into contact centers for help, seeking resolution to a problem.

Contact Center 94

Contact Center Education outsourcing Customer centricity 94

Fonolo

APRIL 11, 2019

It’s imperative in a time of high competition and demand that your contact center is in optimal condition. Business consultant Peter Drucker noted, “the purpose of a business is to create a customer,” and the purpose of the call center is to maintain the customer. Use Advanced Analytics.

Contact Center 87

Contact Center Abandon rate Call Center Analytics 87