Anexa BPO

NOVEMBER 6, 2022

The theme of this year’s EXPO RC was “Innovation and Digital Transformation,” and the event featured a wide range of workshops, seminars, and panel discussions on topics such as artificial intelligence, chatbots, and customer experience management.

Journey mapping 52

Journey mapping Business Process Outsourcing Entertainment outsourcing 52

Taylor Reach Group

MARCH 20, 2020

Attendance and attrition have always been challenges in the contact center world. As contact center operators we know our environments are stressful and labor intensive, we may have hundreds or thousands of staff interacting with our customers and prospects each and every day.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Fonolo

AUGUST 24, 2021

Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 148

Call Center Morale Best practices Contact Center 148

SoliCall

AUGUST 2, 2023

Offer opportunities for additional training, workshops, and certifications to enhance their expertise. Foster a supportive work environment that encourages open communication, teamwork, and employee engagement. Such tools can save time, improve accuracy, and enable agents to handle customer inquiries effectively.

Call Center 52

Call Center First call resolution Construction call center software 52

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Contact centers have not been immune to this phenomenon. flexible work schedule.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

COPC

OCTOBER 16, 2023

This data is based on a contact center frontline professionals survey, so those in the corporate office should consider that those in the customer experience organizations value flexibility very much. While it would be accurate to say that Generation X values flexibility the most, all generations value it as significantly important.

Transportation 94

Transportation Surveys Technology Contact Center 94

CX Global Media

NOVEMBER 22, 2018

I’ve learned a ton : I’ve learned from so many experts and practitioners in so many important areas like leadership, customer experience, contact centers, employee engagement, marketing, social media, Emotional Intelligence, business transformation, strategy, culture, human development and more.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Toister Performance Solutions

MAY 27, 2021

A customer service rep attended a workshop on serving angry customers. There was a culture committee, a customer obsession committee, an operational excellence committee, and an employee engagement committee. One client of mine, Clio, won an award for best contact center culture by relentlessly focusing on one step at a time.

Employee engagement 71

Employee engagement Contact Center Customer Service Technology 71

SharpenCX

JUNE 16, 2021

Workplace culture, safety and equality is critical to running a successful call center. It shapes employee engagement and retention , it affects the perception prospective hires have about your company. Read Next]: Be a supportive leader as your manage your contact center team through cultural movements.

Call Center 67

Call Center Education Coaching Construction 67

Customer Guru

AUGUST 8, 2018

She has over 30 years of experience in the industry and is renowned for her powerful presentations and workshops. He is a Keynote Speaker, Workshop Leader and Consultant and an expert in customer experience management, team member engagement and leading for growth. Chip Bell Follow @ChipRBell. Jack MacKey Follow @jmackey5000.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

JustCall

DECEMBER 10, 2020

The quick resolution power of agents comes from experience, that begins with effective call center training. Man­agers supervising a call cen­ter or a contact center know that their agents require regular call center train­ings. Increase Employee Engagement With Sessions. This increases employee engagement.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

Fonolo

MARCH 4, 2020

“We’ve got a solid set up, beginning with 1-800 or contact center agents,” Sidhu explains. Top related content: How to Effectively Set Goals With Your Call Center Team. We also have team models or help desks in place, which offer more complex support than a contact center but less than the one-to-one dedicated model.”.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

teleopti

DECEMBER 2, 2019

Theirs is an incredible story that has seen their use and knowledge of WFM grow to add agility and visibility to operations and make their vision for customer experience (CX) and employee engagement a reality. . This is the next step to engaging with team members. 5 ways to become a WFM guru.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

Dialer 360

SEPTEMBER 14, 2022

Call center optimization is a customer experience strategy that utilizes modern digital channels and innovative technologies to improve the customer experience by enhancing employee engagement. 5 methods to improve call center performance. Workshops & Training.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26

Calabrio

MAY 10, 2019

This is a great one to pair with a later session, Workshop: Creating a Customer Experience Strategy, where Michael Chiu will join Ed Thompson, Distinguished VP Analyst at Gartner, to facilitate exercises to help you develop a customer experience strategy at your company.

Technology 40

Technology Customer Experience Journey mapping Best practices 40

SharpenCX

MAY 16, 2022

Outbound contact centers are often considered synonymous with spammers, but when run ethically and with the right purpose, they can play a critical role in deepening your relationships with your existing customers and connecting with new ones. Inbound Vs. Outbound Contact Centers. Best Outbound Contact Center Solutions.

Contact Center 67

Contact Center Scripts Call Center call center software 67

Verint

APRIL 23, 2018

Pre-conference workshops , user groups, and a broad range of informative breakout sessions offer many opportunities to learn how to leverage Verint solutions more effectively to meet real-world business challenges. There’s still time to register! Discounts for groups and repeat attendees are available.

Best practices 31

Best practices Contact Center Feedback Customer Experience 31

JustCall

DECEMBER 1, 2022

The need of the hour is for managers of work from home call centers to assist, interact and engage with their home agents using a range of reporting, monitoring and management tools. Offer free workshops and seminars to improve work habits and improve skills. Multi-channel engagement options Various integrations.

Call Center 52

Call Center Management Agent burnout Scripts 52

Fonolo

FEBRUARY 20, 2020

“We’ve got a solid set up, beginning with 1-800 or contact center agents,” Sidhu explains. Handpicked related content: How to Effectively Set Goals with Your Call Center Team. Handpicked related content: Top Contact Center Trends in 2020. That metric is designed for efficiency.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Up Your Service

APRIL 1, 2018

And if you still need help, you reach out to the contact center and talk to a hopefully helpful human. The device manufacturer, the reseller, the phone company, the app designer, the website manager, the online forum moderator, the chat box responder, and the call center agent. So what is needed to succeed?

Customer Experience 80

Customer Experience Education Telecommunications Personalization 80

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Morale 90

Morale Contact Center Quality management Coaching 90

Up Your Service

APRIL 1, 2018

And if you still need help, you reach out to the contact center and talk to a hopefully helpful human. The device manufacturer, the reseller, the phone company, the app designer, the website manager, the online forum moderator, the chat box responder, and the call center agent. So what is needed to succeed?

Customer Experience 69

Customer Experience Education Telecommunications Personalization 69

Verint

MARCH 29, 2018

Achor’s presentation is just one highlight from an action-packed week that will include pre-conference workshops focused on key solution areas, along with user groups, networking opportunities, and a broad range of informative breakout sessions.

Big data 23

Big data Journey mapping Customer Experience Management 23

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Technology Gamification Coaching 117

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. Let’s meet the experts!

call center workforce 52

call center workforce Call Center Management Gamification 52

Netomi

JANUARY 5, 2022

He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. RPA Helps Contact Centers Deliver Better Customer Experiences.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ClearAction

NOVEMBER 4, 2020

Through forums and workshops across the country, we asked what each function can do to put the customer first.” We wanted to get really specific to help each role know what behaviors and activities they should adopt day-to-day, so we repeated the forums and workshops across the country. This established our 4 Customer Commitments.

Customer Experience 77

Customer Experience Wireless Metrics Enterprise 77

Verint

FEBRUARY 21, 2018

This event offers so much, including pre-conference workshops focused on key solution areas, entertaining keynote sessions, and a broad range of informative breakout sessions, user groups, and networking opportunities.

Entertainment 36

Entertainment Best practices Journey mapping Management 36

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. We know that traditional approaches like multi-day workshops don’t build skills efficiently.

Contact Center 120

Contact Center CCNG Morale Coaching 120