NEW Ways to Supercharge Contact Center FCR and AHT Performance

Call Center Coach

I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic.

Tear Apart and Put Together Your New Contact Center

Call Center Coach

Flexibility is often an innocently misunderstood element in the contact center technology evaluation criteria. Afterall, unless you’re evaluating and implementing a wide-array of contact center technology as part of your everyday job, it’s just impossible to keep up with.

Why You Shouldn’t Hire Siri and Alexa in Your Contact Center

Call Center Coach

But in more ways then one, Siri and Alexa do not have the skills to be contact center agents. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week. They need to be able to define declaratively what they want to search for in the call center.

Contact Centers Stream Past Virtual Agents to Virtual Presence

Call Center Coach

For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. But for one contact center that implemented virtual agents, their call handle times quadrupled!

Contact Center Virtual Summit: July 7 - 27, 2019

Contact Center Nation

Contact Center Pipeline

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually.

Leadership that Engages in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

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. Dee Kohler Director of Contact Center Service Excellence At Prime Therapeutics.

Unleashing Agent Retention in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. Contact Center Industry Facts.

Are contact centers making the right chatbot decisions?

Call Center Coach

When you’re thinking about making the decision to implement chatbots in your contact center, how should you start? Are contact centers making the right chatbot decisions? at Call Center Week in Las Vegas. AI chatbots can support your contact center agents too.

Top Contact Center Events to Attend in 2019

Bright Pattern

We’re excited to be traveling across the United States once again as we attend and sponsor at some of the most incredible contact center events this year. Check out our list of top contact center events to attend in 2019! omnichannel contact center

The Top 3 Ways to Forecast for Your Contact Center

it’s the foundation of contact center scheduling. things—like contact volume—that can be so. forecast events that are completely unpredictable, like an unexpected corporate website outage that. leads to a spike in contact volume, which in turn. Contact (Call).

Two Factors Make It Easy for Contact Center Chat

Call Center Coach

The contact center industry can seem very fragmented at times. One thing that we must remember is there are new contact centers being opened all of the time, and in a wide range of industries. These Two Factors Make It Easy for Contact Center Chat – Click to Tweet.

Contact Center Technology Finally Enables You to Be Customer Centric

Call Center Coach

The irony of many legacy contact center communication platforms that are being used to serve customers often prevent you from doing it effectively. Also, what you wanted to create is as self-manage contact center with a very strong artificial intelligence component into it.

How to Hire Right in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

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.

Forgotten Yet Key Source for Contact Center Best Practices

Call Center Coach

I’ve been very fortunate to have gained different perspectives in the contact center industry. We just participated in a CCNG networking event which was absolutely phenomenal. Forgotten Yet Key Source for Contact Center Best Practices – Click to Tweet.

High-Performance Agent Development in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Since the advent of contact centers, it’s never been documented that technology has remedied a failed systematic approach. Contact Center Industry Facts.

Contact Center Quality is NOT a Score: Stop Using Checkboxes

Call Center Coach

Contact center quality is transforming just like many other aspects of contact center operations. Here is an edited version of our interview: Jim Rembach : This is Jim with the Fast Leader Show and I am at Customer Contact Week with Jim Iyoob of ETech.

Top 3 Trends in Contact Centers Today

Call Center Coach

I met up with Justin Robbins at the opening Demo Hall Bash at the CCDemo in Las Vegas to find out about the top trends in contact centers today. What are the top 3 trends in contact center today?” AI is making the contact center agent a more valued organizational asset.”

The Most Unlikely Source Is Blocking Contact Center Transformation

Call Center Coach

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations.

How Artificial Intelligence Amplifies Contact Center Supervisor Performance

Call Center Coach

While meeting with Sean Minter of AmplifAI at ICMI’s Contact Center Expo we explored the potential value that Artificial Intelligence could deliver to the frontline contact center supervisor’s performance. Here is an edited transcript of our interview: Jim Rembach : Hey this is Jim with the Fast Leader Show and Call Center Coach and I’m here with Sean Minter of AmplifAI. And we know manager is the hardest job in the contact center.

How You Can Make A Big Difference in Contact Centers

Call Center Coach

Meeting with Nate Brown from United Laboratories at ICMI’s Contact Center Expo was absolutely a thrill. Especially catching up with him after being the MC of the ICMI Global Contact Center Awards. During our interview Nate shared some important current and future insights into the contact center industry and how you can make an impact. And leave a legacy that positively impacts the entire contact center community.

Bed Bugs Invading Contact Centers: New Issues in Performance

Call Center Coach

Just when we think managing all of the different customer contact channels, and those customers that can never be satisfied is pesky – we now must add beg bugs to the list of contact center performance issues. While at ICMI’s Contact Center Expo I was walking the Expo Hall and spotted a vendor that caused me to pause. Bed bugs in contact centers?! That’s why Orkin was at the Contact Center Expo.

Another Disruption in Contact Centers: Pay Dramatically Increases

Call Center Coach

The contact center agent job is getting harder, talent is harder to attract, unemployment is down and the labor market is tight…all of this is causing a disruption in contact center pay. With such a large number of people in society living from paycheck to paycheck…or payday to payday, contact centers can differentiate themselves by giving employees more control of when they get paid. And for many, these are the majority of workers in contact centers.

See You At Contact Center Week For Discussions, Demos, and Copper Mules

Callminer

See our day-by-day schedule of events during CCW below. Join CallMiner and customer SiriusXM for our workshop, “Interaction Analytics Simplified: How Omni-channel Analytics Technology Works and Applies to the Contact Center Industry,” held on Tuesday, June 19th from 2:15-5:00 p.m.

Chatbot Best Practices in Contact Centers

Call Center Coach

The rate of change in contact centers is accelerating. Fueled by the worldwide proliferation of mobile devices, more interactions are pointed to your contact center than ever before. To survive, you must learn about chatbot best practices in contact centers NOW.

This is where you break down barriers to enhance contact centers

Call Center Coach

Contact centers around the world face similar challenges, yet so many continue to work in silos. Many contact center leaders have an opportunity to accelerate their success by collaborating with others. After the event, I had an opportunity to chat with David.

Contact Center Future Shock: Channels May Become Part of Our Past

Call Center Coach

While meeting with Brad Cleveland at the Contact Center Expo in Orlando we explored a bit of the future of what’s to come in contact centers. When I think about the legacy aspects of the contact center, we haven’t really been configured that way. And so, when you think about it from that perspective, growth of contact centers just going to continue to climb and climb.

End Finger Pointing in the Contact Center Communication Cloud

Call Center Coach

When it comes to trying to figure out the contact center communications cloud landscape, the fog began to lift for me somewhat at Call Center Week. End Finger Pointing in the Contact Center Communication Cloud Click to Tweet. Some contact center tech terms to know.

This One Word Unleashes Contact Center Peak Performance

Call Center Coach

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.”

Hall of Fame Contact Center Advice for Modern Times

Call Center Coach

And to capture some of the wisest contact center advice we often have to look to our mentors to guide us. I was humbled and reminded of this fact as I spent some time asking Gerry Barber some questions at ICMI’s Contact Center Expo. Hall of famer with the contact center industry through ICMI and we’re at the ICMI Expo. You know most of us in the contact center going to take some great representatives and say you’re a leader.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: .

It’s time to replace your contact center duct tape and bailing wire

Call Center Coach

Meeting with Jens Eckels from Avaya at Customer Contact Week in Las Vegas I started thinking about how in our rapidly changing world – where customers place speed extremely high on their needs list that being operationally slow due to your systems is foolishly risky.

Chillisauce Transforms Their Contact Center Operations with Talkdesk to Deliver Event Planning Magic

Talkdesk

s fastest growing event agencies, eliminating the pressure of planning by providing a seamless white-glove service to help groups and companies across Europe create amazing event experiences. Talkdesk for Slack enables agents to proactively respond to key contact center activities.

Finding the Right Self-service Mix in Your Contact Center

NICE inContact

For contact centres we know there are cost savings opportunities, as a chat with a live agent can cost $6-12 per interaction, compared to self-service which can cost as little as 25 cents. The post Finding the Right Self-service Mix in Your Contact Center appeared first on NICE inContact Blog.

Contact Centers Obsolete in 3 Years: Artificial Intelligence Wipes Out Industry

Call Center Coach

I met with Justin Robbins at the Contact Center Expo and we shared some observations with each other on what is going on in the industry. Of course, we were unable to avoid discussing what’s going on with Artificial Intelligence in Contact Centers and what affect it is having – and may have on our industry. We we’re unable to sustain the comedy for too long because we both have contact center operations experience and have too little patience for the drama.

Back to Basics: Contact Center Trending Technology 101

Upstream Works

Many of the customers eying up solutions today are voice-only call centers who understand they need to digitally transform – but it can be difficult to know how to do that without an understanding of what it really means.

A Q&A with the Contact Center Virtual Summit’s Jim Rembach

Contact Center Pipeline

For contact centers, the internet and mobile devices have totally strained and challenged every single aspect of the way we operate our business. Call Center Conferences call center events leadership development virtual conferenceKeeping up with the constantly changing technologies, economic, business and personnel issues requires us to obtain knowledge and learn from the experiences of others more than ever before. There are many ways […].

Call Center, Contact Center and Customer Experience Events – May 2018

Taylor Reach Group

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. The 2018 SCIP International Conference will center on Next Generation Intelligence.

Contact Center and CRM: A Galactic Merging

Fonolo

Contact center software and CRM software have been on a slow collision course for decades. Well, it would be great to look at how companies were paying for the whole “customer service” apparatus and see which share is going to CRM companies versus call center companies.

CRM 108

[INFOGRAPHIC] Accelerated Skill Development for Contact Center Supervisors

Call Center Coach

Accelerating the skill development for contact center supervisors has for a long time been a want for senior leaders. This blended model marks a dramatic departure from the in-person and planned classroom training events of the past that pushed massive amounts of content to learners, whether they can put it to use or not. INFOGRAPHIC – Accelerated Skill Development for Contact Center Supervisors. Identify the current state of your contact center.