Hot Trends Impacting Contact Centers: IoT-enabled Service Strategies

Contact Center Pipeline

In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is so critical to modern contact centers.

Declaring Victory in the War on Contact Center Agent Performance

Call Center Coach

Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. And in contact centers they all need to be managed for success.

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.

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. One certainty: relying on the status quo is an untenable strategy.

3 Must-Haves on the Path to a Better Customer Journey

Speaker: Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, 8x8

Successful On-boarding in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

The second step ( the first step ) in the contact center agent journey comes with the on-boarding process. In my experience seeing many contact center operations, I see this area of the agent journey being full of improvement opportunities. Contact Center Industry Facts.

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.

Insurance Contact Center Best Practices

Ansafone

According to the FBI, the insurance … Insurance Contact Center Best Practices Read More ». The post Insurance Contact Center Best Practices appeared first on Ansafone Contact Centers.

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.

Marketing Strategies for Contact Centers

Avoxi

Request Demo Talk to a Specialist Contact Us The digital age has transformed the way businesses view their marketing strategies. In this post, we share our top tips for running successful outbound calling campaigns to help drive revenue… The post Marketing Strategies for Contact Centers appeared first on AVOXI. Contact Center Other

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. engagement strategies retain. simply having a strategy is not. strategies. effective strategies to provide. the right internal strategies in. developing a strategy.

Guest Blog: “Zhuzhing Up” Humans in the Contact Center

ShepHyken

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. The calls that do go through to the contact center agent are for more critical interactions — involving complexities, emotions or higher values.

Hot Trends Impacting Contact Centers: Millennials

Contact Center Pipeline

The impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders. Technology call centers contact centers customer experience digital transformation employee engagement millennials

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.”

Lassoing the Wild West Contact Center Technology

Call Center Coach

And Lori Bocklund has seen both happen in the current Wild West of contact center technology that exists today. Unstable Contact Center Technology. As Lori states, when it comes to contact center technology, all of this is happening.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

Why the best contact centers ignore survey scores

Call Center Coach

When it comes to improving survey scores, most contact centers have way too many obstacles and paths in front of them, so they need to learn to take a path less traveled. I rarely have ever found a successful senior contact center leader say, “Our goal is to be average.”

Is Omnichannel Language Support in your Contact Center Strategy?

Call Center Coach

In our ever-growing global economy, omnichannel language support needs to be included in your contact center strategy. Learn why omnichannel language support is needed in your contact center. The post Is Omnichannel Language Support in your Contact Center Strategy?

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. How does a contact center without a formal multilingual support system handle non-English calls? CCW contact center customer service

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.

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.

The Best Advice for Contact Centers in 2018: The Experts Weigh In

Fonolo

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals?

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: .

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.

Top Strategies for Reducing Agent Turnover in your Contact Center

The Call Center School

High agent turnover is a problem shared across the contact center space. On average, attrition rates in contact centers are between 30-50%. In extreme cases, centers experience more than 100% attrition.

Contact Center Virtual Summit: July 7 - 27, 2019

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.

Contact Center Executive Priorities for 2018

Call Center Coach

At least it is as stated in CCW’s Executive Report Contact Center Priorities for 2018. As I mentioned, we are all aware that intent and execution are often times two separate elements in contact centers. What I think would be great to see as a follow-up report is which of the contact center executive priorities were actually accomplished at year’s end. Change the strategy, change the organization design and hopefully it makes its way to the individual.

5 Ways to Transform Contact Center Customer Experience

Transparent BPO

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. How can contact centers turn that around so that customers are left feeling positive about the interaction?

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?”

Data-Driven Approach to Proving Customer Success

Speaker: Irit Eizips, CEO, CSM Practice

Customer service, including contact center support and other customer facing teams must then: track the right customer data to prove value was achieved, and track the right KPIs to continuously improve their customer success strategy.

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.

Leadership Strategies for a High-Performance Contact Center

Taylor Reach Group

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.,

Obvious Contact Center Agent Burnout Problem Revealed

Call Center Coach

If you stop and think about contact center agent burnout and turnover problems, why have you not considered musculoskeletal disorders (MSDs)? Have you considered MSD as a contact center agent burnout cause? A Contact Center First – For Me.

Top Three Myths of Hiring Remote Contact Center Agents

NICE inContact

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture.

4 Strategies to Boost Agent Productivity

Speaker: Melissa Pollock, Customer Success Officer, AmplifAI

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

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.

NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service, Western Europe

NICE inContact

Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. NICE inContact was also recognized as a Leader in the Gartner Magic Quadrant for Contact Center as a Service, North America report.

Moving to Cloud: A Must for Contact Centers

NICE inContact

Every agency and organization has a unique set of infrastructure that they are running along with unique workloads, all of which require specific strategies and tactics to successfully make such a tectonic shift. Your Contact Center represents the front line to your constituents and customers.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.