Hot Trends Impacting Contact Centers: A Sole Source of Data

Contact Center Pipeline

In our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial intelligence and millennials.

What’s Holding Back the Contact Center Industry?

Fonolo

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.

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Why Your Contact Center Knowledge Base Needs to be Visual

TechSee

Core challenges for contact centers. Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI. Creating a visual contact center knowledge base. Agent: Hello, thank you for calling Longbow Telecom.

Multilanguage Support in the Contact Center

Call Center Weekly

This is certainly having an impact on contact center strategies as we must determine how to provide support to these new clients. For those without, including the small-to-medium sized company, perhaps this presents a dilemma. CCW contact center customer service

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. What communication channels do customers prefer? Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers. Join Tony Medrano, CEO of RapportBoost.ai, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents.

5 Tips for Managing Remote or Virtual Contact Center Teams

Fonolo

Managing a contact center team is a challenge at the best of times. If your contact center hasn’t been driven remote by the pandemic, it will likely feel the impact soon — so prepare to go remote now. Managing Remote Contact Center Agents.

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.

Innovative contact center trends

Spearline

New technological improvements are advancing the ecosystems within call centers and business support centers. Due to the ongoing COVID-19 pandemic, customers and businesses alike are more reliant on contact centers than ever to assist when a problem arises.

Quality Assurance in Your Contact Center

Taylor Reach Group

Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program.

Overcoming The Most Persistent Contact Center Challenges

Integrity Solutions

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. Top Contact Center Challenges. Empowering Your Contact Center Managers to Act.

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers.

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

Callminer

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.

Contact center customization when it matters most

Talkdesk

Historically, contact center customization — whether that’s changing the agent interface, building custom dashboards or integrating systems for improved context or process automations — has been a hassle.

4 Contact Center Reports to Start Off Your Year

Fonolo

It’s going to be a big year in the world of contact center and in customer service technology. The Inner Circle Guide to Cloud-based Contact Centre Solutions. Who wrote it: Sheila McGee-Smith (one of our Call Center Top Analysts ), sponsored by NICE.

Putting Humanity in Contact Centers

Customer Relationship Metrics

It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? “It’s It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

As a pioneer in AI for contact center customer service and customer. of AI, and eGain’s viewpoint on how it can be leveraged for contact. center customer service. Contact Center 1. customers and contact center advisors through interactions of higher.

5 Tips to Lower Contact Center Attrition

NICE inContact

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric.

The future of contact centers

Talkdesk

However, many companies have not yet addressed the most basic weaknesses in their contact centers. The scalability and flexibility of a cloud contact center presents itself as the best solution, allowing companies to better align investment according to their growth.

Call And Contact Center Expo

Merchants

The Merchants team will be presenting ‘Unlocking the potential of the digital human’ at the Call & Contact Centre Expo in London on the 27th & 28th of March 2019. The post Call And Contact Center Expo appeared first on Business Process Outsourcing Services | Merchants.

Get your contact center staff working remotely NOW

Talkdesk

Contact centers are being flooded with calls about everything from finance to travel to healthcare, and more. At the same time, so is the health and well-being of your contact center staff. This strategy presents some challenges. An unprecedented challenge.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

rely on contact. center data 39%. sources that are democratized, such as contact. center data–a goldmine for customer insights. Often overlooked, the contact center provides. CUSTOMER, THE CONTACT. invaluable resource, transforming the contact.

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.

20/20 Vision: The Best Advice for Contact Centers in 2020 – The Experts Weigh In

Fonolo

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win.

7 Pivotal Contact Center Trends for 2020

Transparent BPO

Each year, new trends emerge that contact center executives must pay attention to, and 2020 is no different. For that reason, we thought it would be helpful to share our views on seven trends we believe will impact centers this year and the foreseeable future.

4 Ways To Use Call Recordings for Better Contact Center Performance

Callminer

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. This presents a huge risk to the call center.

Is It Time for Your Contact Center Check Up?

Taylor Reach Group

Clients frequently ask me what is the single most important activity they should undertake to ensure that their center is operating and performing at an optimal level. At this point I get a look of indignation: “Of course I know my center, what are you suggesting?”

Contact Center Benchmarks Provide Continuous Improvements

NICE inContact

That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. The post Contact Center Benchmarks Provide Continuous Improvements appeared first on NICE inContact Blog.

Contact Center Benchmarks Provide Continuous Improvements

NICE inContact

That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar featuring two dynamic presenters: Angie Luckey-Succes – Director of Client Experience, Landauer, Inc. The post Contact Center Benchmarks Provide Continuous Improvements appeared first on NICE inContact Blog.

3 key benefits of FULL Contact Center Analytics

NICE inContact

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Seeing all interactions reveals the big picture of what is really happening in your contact center.

5 Tips for a Successful Contact Center QBR. 5: Practice the Presentation

Global Response

This week’s Best Practices series, 5 Tips for Structuring a Successful Contact Center QBR (Quarterly Business Review), today provides its final tip, 5: Practice the Presentation. The post 5 Tips for a Successful Contact Center QBR. 5: Practice the Presentation appeared first on Global Response.

Contact Center Management Is Both an Art and a Science

DMG Consulting

Contact Center Management Is Both an Art and a Science. It’s alarming how many contact centers are managed without metrics, yet running a contact center strictly by the numbers is no silver-bullet solution either. In other words, contact center management is both an art and a science. In smaller contact centers, leaders are often responsible for doing almost everything themselves, with a little help from a supervisor, if they’re lucky.

5 Tips to Lower Contact Center Attrition

NICE inContact

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric.

RapportBoost’s CEO, Jenny Craig USA’s Director of North America’s Sales Center, to co-present Mitel-Sponsored Webinar on turning contact centers into profit centers Oct. 23

RapportBoost

23 to discuss how established enterprises can turn their contact centers into profit centers by optimizing conversations, training agents and utilizing augmented intelligence.

RichCall presents at Contact Center & CX Conference in Dubai on April 24-25th

RichCall

On April 24th a conference for contact center and CX professionals starts to help them find solutions to fulfil their desire to improve CX and vendors to help them do it. Crowne Plaza Hotel, Dubai.

How a Contact Center Should Manage Queues (Copy Disney!)

Babelforce

Have you ever thought that running a contact center is a bit like running Disneyland? So here are four Disneyland queuing tricks that the contact center can learn from… 1. What can the contact center do with this?

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040

DMG Consulting

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases Future Contact Center Outlook, 2025 – 2040.

Give Thanks to Contact Center Agents

Fonolo

Now let’s take that scenario and think about how to show the same amount of gratitude to call center agents. Even though employee appreciation may seem like common practice, most contact center agents feel unappreciated and disengaged.