CCNG
APRIL 12, 2024
If you received a penny for every time you heard “automation” or “AI” in the contact center, you could pay off the national debt in about a month. However, understanding the differences between these technologies is crucial for any organization striving to optimize operations in its contact center.
Contact Center Pipeline
NOVEMBER 24, 2020
I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. Strategies are aligned when: You can map the relationship between business and contact center goals.
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Callminer
SEPTEMBER 8, 2022
Effectively utilizing data is essential to improving contact center culture and productivity. Read on for our list of five data-driven coaching strategies.
CCNG
FEBRUARY 14, 2024
In response, contact centers have been forced to evolve operationally. The question is, have our contact centers kept up with this knowledge evolution? As leaders in the contact center industry, we tend to “throw bodies” (a.k.a. As leaders in the contact center industry, we tend to “throw bodies” (a.k.a.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
NobelBiz
OCTOBER 5, 2022
Call Routing: Functionalities, Advantages and Strategies for Contact Centers Published on 02 NobelBiz | Blog.
CCNG
SEPTEMBER 20, 2023
In a recent virtual member town hall discussion led by Dan Smitley (the Strategy and Optimization Czar at Call Design), the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. Implementation Strategies for 2021. Learn how to address, manage, and utilize: People. Technology.
Speaker: Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, 8x8
Join this re-released conversation with Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization for 8x8, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer (..)
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
Speaker: Sam Hahn, VP of Technology & Technology Evangelist, eGain Corporation
If AI is a red-hot topic, AI and knowledge management for contact centers is white hot! Barriers to adoption include identifying use-cases, getting and sustaining funding, formulating a strategy, and lack of staff skills. Register for upcoming webinar “Beyond the Hype: Contact Center AI That Works”.
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Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it. What does it take to engage agents in this customer-centric era?
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FROM 35+ WORLD CLASS CONTACT CENTER EXPERTS! This event will bring together the best contact center experts and hottest tools in the industry for you to optimize performance, hire right, and retain your best agents. A faculty that possess more than 350 years of collective contact center knowledge.
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
Engagement integrates their personal goals into their work so they not only bring the quality the contact center requires, but each person feels cared about and cared for in the process — like customers require. Best practices for leaders in the contact center to truly get to know their employees and gain mutual trust.
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