DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

ShepHyken

MAY 15, 2020

He has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. Be sure to connect with him on Twitter and LinkedIn.

Contact Center 345

Contact Center outsourcing Quality management Marketing 345

Playvox

SEPTEMBER 30, 2021

You can apply this simple but powerful concept in a contact center to encourage agents to improve their quality, productivity, and effectiveness. Why You Should Bring Gamification into Your Contact Center. Here are 12 reasons why you should bring gamification into your contact center. Recruiting.

Gamification 52

Gamification Call Center Contact Center Coaching 52

COPC

JULY 8, 2021

continues to deliver value to contact centers and customer experience industries by maintaining strong programs that give our customers actionable training, resulting in higher CSAT scores and reduced costs within their operations. The EMEA region of COPC Inc., recently graduated its 5,000th student, Marc Birker. At COPC Inc.,

Best practices 52

Best practices Contact Center outsourcing Quality management 52

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. Michael Replogle is a tenured call center operations and outsourcing executive at CustomerServ with over 30 years of experience. Janeen Ansell.

call center software 210

call center software Call Center Contact Center Analytics 210

JustCall

JANUARY 19, 2023

Large companies usually have call centers to: Provide help to customers Answer their questions Carry out marketing through the phone Perform market research But each of these jobs has changed a lot in the past few years, making the contact center possible. How does Call Center Optimization help the Customer Experience?

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

CSM Magazine

APRIL 18, 2023

Elevate Functionality Across Key Workflows Combine data from Workforce Management (WFM) and Quality Management (QM) systems to provide an extra layer of value that optimises contact centre performance. A good example is using quality scores to impact schedules rather than create schedules based purely on agent skills.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

Dialer 360

NOVEMBER 16, 2018

People who never been in the contact center or has worked, don’t know types of contact center services. Some the people probably also knows about the inbound and outbound centers. But the most significant thing is how you can improve the level of call center service? Call Recording – Quality Monitoring.

Service level 23

Service level Contact Center Schedule adherence Call Center 23

Xaqt

JANUARY 15, 2021

Paul Stockford of Saddletree Research, a leading analyst firm in the Contact Center industry, published today a Research Brief covering Xaqt's AI powered Vaccination Communication and Scheduling automation platform. Please contact Chris Crosby at chris@xaqt.com for questions or further commentary.

Virtual Agent 40

Virtual Agent Government Contact Center Chatbots 40

NICE inContact

DECEMBER 21, 2015

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. This blog offers tips on adding or revising calibrations as part of your Quality Management program. Agent empowerment is the new norm within many contact centers. Include your agents.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

Global Response

MARCH 1, 2022

When it comes to KPIs for your call center, one thing is for sure: less is more. After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring. Example #1: Call center KPIs for a retail business.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

ShepHyken

NOVEMBER 28, 2022

He has more than 20 years of experience as a customer service and contact center professional leading high-performing teams.

Customer Service 32

Customer Service Contact Center outsourcing Customer centricity 32

DMG Consulting

APRIL 5, 2017

Most contact center managers agree that there is ample opportunity to improve their workforce management (WFM) solution, their WFM best practices, and most likely both. Intraday management is an area of weakness in most contact center WFM solutions. This is a game changer for contact centers.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Talkdesk

NOVEMBER 25, 2020

Here are three tips on how to scale your contact center for the seasonal rush. Integrate with your ecommerce technology stack Seamlessly connecting your contact center to ecommerce platforms, such as Shopify and BigCommerce , allows valuable information from customer interactions to quickly reach your customer service agents.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

NobelBiz

JUNE 4, 2024

Benefits of a Call Center for Customer Service Scalability Customer service call centers can easily scale their operations to meet fluctuating demand. Cost-effectiveness Outsourcing customer service to a call center can significantly reduce operational costs. Trust NobelBiz OMNI+ for a superior contact center solution.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

NICE inContact

MAY 9, 2018

Think about it: Sixteen hundred contact center representatives (over 75% outsourced) in 11 different locations across the globe handle 13 million calls annually! This is MoneyGram International since it unified all 11 contact centers with a single solution, NICE inContact’s CXone integrated CX cloud platform.

Interactive Voice Response 48

Interactive Voice Response Quality management outsourcing Contact Center 48

Netomi

JANUARY 5, 2022

Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. When not working you can typically find him spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

JustCall

MARCH 21, 2022

In a bid to cut back on their costs, many companies are now looking to outsource their call operations. In fact, according to the 2020 global outsourcing survey report by Deloitte, cost reduction has emerged as the biggest priority for many players, which is expected to remain a key trend in the industry in the following years.

Call Center 52

Call Center Sales Interactive Voice Response Contact center software 52