Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

Expivia

JULY 11, 2023

The Future of Contact Centers: The Role of AI and Evolutionary Technologies The advent of AI and associated technologies has opened up a whole new horizon of possibilities for the contact center industry. This development could significantly expand the reach of USA contact centers.

Contact Center 52

Contact Center Interactive Voice Response Chatbots Coaching 52

Service Agility

OCTOBER 18, 2017

Originally published in Contact Center Pipeline, May 2015 X% answered in y seconds. That’s the formula we use for service level calculations in contact centers. If you truly value customer satisfaction, you will set an aggressive service level standard and routinely meet it.

Service level 40

Service level Abandon rate Contact Center Metrics 40

Serenova

JUNE 24, 2020

Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. Every time.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

SharpenCX

MAY 26, 2020

It’s common for some business leaders to view their contact center teams as an afterthought. This isn’t helped by contact centers’ notoriously high turnover rates. Call center jobs are, too often, chalked up as entry-level roles. Starting with the Source of Quality CX — Your Contact Center Agents.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Types of Call Center Dashboards So what types of call center dashboards are there?

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

teleopti

JULY 1, 2019

More than likely, in addition to these questions, you might be asked to present a summary on what is driving the change in behavior along with an action plan. Let’s discuss how contact centers can address the questions above from the perspective of the WFM analyst and contact center management.

Contact Center 80

Contact Center Analytics Average Handle Time Self service 80

Fonolo

AUGUST 3, 2021

This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. What is a call center report? We’ve all suffered through dry presentations featuring data that is hard to tie to everyday actions and goals. Important call center KPIs.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

Taylor Reach Group

MARCH 8, 2019

What is a high performance contact center? So a High performance contact center is one that meets or exceeds the performance parameters or metrics expected of it. In contact center these parameters will include quantitative: grade of services, AHT, ATT, ASA etc., By Colin Taylor. measures.

Contact Center 95

Contact Center Accountability Entertainment First call resolution 95

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. This is Blue Ocean’s fourth time being recognized by the Stevie Awards.

Sales 71

Sales Customer Service outsourcing Government 71

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. What are the Benefits of Call Center Reporting?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Monet Software

OCTOBER 3, 2018

Monet Workforce Optimization honored for improving customer service technology and customer experience. Los Angeles, October 2 nd , 2018— Monet Software announced today that TMC , a global, integrated media company, has named Monet WFO as a 2018 Contact Center Technology Award winner, presented by CUSTOMER magazine. “We

Contact Center 48

Contact Center Technology Quality management Engineering 48

DMG Consulting

JULY 11, 2017

Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper). This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses.

Contact Center 48

Contact Center Employee engagement Consulting Consulting 48

DMG Consulting

JULY 11, 2017

Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper). This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses.

Contact Center 48

Contact Center Employee engagement Consulting Consulting 48

TASKE Technology

AUGUST 4, 2019

Last month, we talked about how KPIs can help you measure whether your contact center is meeting business objectives. We also covered a few KPIs that are generally accepted as core measures of service levels in a contact center: first call resolution, telephone service factor, and abandon rates.

Contact Center 40

Contact Center Abandon rate First call resolution Wait times 40

Babelforce

AUGUST 25, 2021

Workforce Management (WFM) is a set of business processes that contact centers use to ensure that staff can work in a cost-effective way. This includes forecasting contact volume, scheduling staff and analyzing performance. In other words, WFM involves studying the past, managing the present and predicting the future.

Management 98

Management Schedule adherence contact center workforce Contact Center 98

Aria Solutions

MARCH 22, 2017

Contact Centers, as an industry, have been around since the advent of telephony technology. That technological era has also enabled us to measure and track contact center activity quite accurately. In true Fredrick Taylor style, we still will find those same metrics present in most dashboards and reports used today.

Customer centricity 48

Customer centricity Metrics Contact Center Benchmark 48

Aspect

JANUARY 7, 2020

Truth be told, WFM is a bit of a mystery to most contact center employees. . Forecasting likely contact center volumes . Scheduling enough agents to service these volumes . And, for the planning team, it’s the best tool for understanding and managing how the labor matches contact center volumes. .

Management 126

Management Contact Center Analytics Service level 126

Playvox

MARCH 1, 2022

If your contact center doesn’t have effective eLearning capabilities, you’re missing an opportunity to optimize agent performance. One of the biggest training challenges contact centers face is keeping agents’ skills sharp following onboarding. What is Contact Center eLearning?

Contact Center 83

Contact Center Call Center Service level Employee engagement 83

Call Center Weekly

NOVEMBER 17, 2017

By Dea Harrington Intro Recently I read an article by Brad Cleveland that proposed ten things that senior leaders should know about contact center operations. When you live and breathe contact center management, it is natural to assume that everyone in your organization has a clear understanding of the intricacies of the center.

Call Center 136

Call Center Education Contact Center Consulting 136

NobelBiz

FEBRUARY 13, 2024

NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. This tool is ingeniously designed to present client information alongside contact details before the call is made.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Playvox

AUGUST 25, 2022

All these singular actions can negatively impact service level metrics and the customer experience. How to Ensure Contact Center Agents Understand Their Impact. There are a couple of different ways to help customer service agents understand the ways each of them can positively or negatively impact service levels.

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

Expivia

SEPTEMBER 2, 2021

Call center reporting is the only way to know how your contact center is performing. From daily performance reports to identifying seasonal trends, reporting is an art form in the call center that defines the past, present, and future of your organization. What Is Call Center Reporting? Daily Summary Report.

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

Call Experts

JUNE 22, 2021

For the 12th year, the contact center earns this prestigious award of excellence based on outstanding customer support. This award is presented annually by the Association of TeleServices International (ATSI), the contact center services trade association across North America and the UK. About ATSI.

Customer Support 52

Customer Support Telemarketing Telecommunications Contact Center 52

Taylor Reach Group

JUNE 13, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 2/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This downward spiral can lead to missing service level in both groups, while at the same time, increasing the cost per contact.

Contact Center 58

Contact Center Consulting Consulting Chatbots 58

Blueship Call Center

DECEMBER 12, 2023

You may find thousands of vendors that are eager to hear from you by searching for “call center vendors” on Google. But would you rather scour the market in the hopes that the ideal fit might present itself? Does the vendor have a good reputation both with clients and in the contact center sector? Reputation.

outsourcing 73

outsourcing Call Center Business Process Outsourcing Contact Center 73

Fonolo

OCTOBER 30, 2018

In WestJet’s Night Before Christmas ad, passengers were asked by a virtual Santa what they wanted most for Christmas and, upon their arrival, a wrapped present was presented to them on the luggage carousel. Start capturing those special customer service moments and watch that video go viral. How to Set a Winning Service Level.

Marketing 164

Marketing Customer Service Advertising Call Center 164

Talkdesk

DECEMBER 27, 2019

and the Netherlands, TrackTik selected Talkdesk Enterprise Cloud Contact Center for its scalability to support the company’s growth plans with unmatched uptime and global call quality. With its headquarters in Montreal, Canada, and remote teams in the U.S., Want to know more? Read the TrackTik press release.

contact center solutions 59

contact center solutions Cloud contact Contact Center Enterprise 59

Balto

FEBRUARY 8, 2023

In the context of call centers, workforce management is the process of assigning agents appropriately to match demand and maintain operational efficiency. The process can be hard and time-consuming since you need to record every customer interaction with your contact center and collect and archive these touchpoints to use in forecasting.

Call Center 52

Call Center Management call center workforce Contact Center 52

Global Response

DECEMBER 23, 2022

When managing an in-house call center, costs can compound and balloon quickly, whereas outsourcing presents a stable, cost-effective option. In this article, we’ll walk through the types of call centers and contact centers and the general costs of outsourcing as compared to in-house call centers.

outsourcing 62

outsourcing Call Center Contact Center Technical Support 62

Vistio

APRIL 2, 2022

She is an expert in the design and continuous improvement of the remote working model for contact centers, support functions, and enterprise, both in-sourced and outsourced. And that was actually in my first contact center assignment, it was with an outsourcer. Yeah, sure. My career began in HR actually.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

TechSee

SEPTEMBER 18, 2019

Taking the time to tag the call, log the details, update the CRM system or forward customer feedback to the relevant department provides vital information to contact center managers, chief experience officers, R&D personnel and customer journey mappers. Customize the CRM to your needs by analyzing your contact center processes.

Average Handle Time 84

Average Handle Time CRM Contact Center Gamification 84

Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. By Colin Taylor.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

Enghouse Interactive

JUNE 17, 2020

Transform the Contact Center with Microsoft Teams (blog series). This new reality presents the contact center industry with an excellent opportunity to integrate with Teams and provide seamless company-wide collaboration capabilities across their customer’s organizations. Blog #1 Enhancing the Customer Experience.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52