CCNG

OCTOBER 18, 2023

In a recent virtual member town hall discussion led by Dan, 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.

Contact Center 195

Contact Center CCNG Metrics Customer Experience 195

Beyond Philosophy

OCTOBER 13, 2022

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? Unfortunately, the expert at the contact center didn’t know what the doodad I described was either, so we were at an impasse.

Customer Experience 222

Customer Experience Contact Center Engineering Scripts 222

Beyond Philosophy

OCTOBER 8, 2022

If we had a video option, the entire experience would be better for both sides, and I would have the flight I wanted. Video can be the untapped jewel of your experience design, and we will explain why. So, I called the contact center. The video was not an option, so it was a wordy description in stops and starts.

Customer Experience 222

Customer Experience Contact Center Consulting Consulting 222

Contact Center Pipeline

JUNE 30, 2021

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, HireVue’s Andy Valenzuela outlines the benefits of video interviewing for a remote-work model.

Contact Center 130

Contact Center Technology Call Center 130

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. With the growing customer expectations, enterprises are under great pressure to deliver exceptional service.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

BlueOcean

APRIL 24, 2024

Below are 9 top questions for asking about ESG in your outsourced contact center RFP process. Environmental Sustainability In today’s landscape, many consumers are increasingly focused on aligning their buying choices with businesses that are committed to sustainability.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

CCNG

NOVEMBER 9, 2021

Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly. There are many incredible case studies of AI positively transforming the contact center. If you’d like to learn more you can watch the video.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

Callminer

AUGUST 26, 2018

We are happy to share three video success stories from customer's that utilized speech analytics and automated scoring to achieve their overall goals.

Contact Center 182

Contact Center Analytics 182

NobelBiz

FEBRUARY 7, 2023

The biggest challenges currently faced by contact centers are in "blocking and tackling", or getting the right resources in the right place at the right time. The post VIDEO: Blocking and Tackling in Contact Centers appeared first on NobelBiz®.

Contact Center 52

Contact Center 52

Enghouse Interactive

JANUARY 27, 2021

Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. This blog will provide some insight into the benefits that can be extracted from video along with how. Video is the new Face-to-Face. Revenues – when using video as a communications channel, 59.1% without video.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Ameyo

SEPTEMBER 16, 2020

People today are shopping for clothes online, booking a consultation with doctors … How to Deliver Differentiated Customer Experience with Video Contact Center? Read More » The post How to Deliver Differentiated Customer Experience with Video Contact Center? appeared first on Ameyo.

Contact Center 98

Contact Center Customer Experience Consulting Consulting 98

Ameyo

SEPTEMBER 14, 2020

Video contact center software is certainly the next big thing in the world of contact centers. No matter what business, a video contact center can surely work wonders for you.

Contact Center 96

Contact Center Contact center software Customer Service call center software 96

Ameyo

AUGUST 13, 2020

But meetings … Embracing Video Chat in the Contact Center business – Why Now? Read More » The post Embracing Video Chat in the Contact Center business – Why Now? In the past few months, we have seen a dramatic shift in the way people are interacting and businesses are working.

Contact Center 98

Contact Center Personalization 98

Contact Center Pipeline

AUGUST 26, 2015

Given that, my take on video chat—that it can fundamentally change our contact centers—might be a surprise. Just to be clear, I am not suggesting that video chat will ever (or at least, not anytime soon) replace traditional […]. I am not one that jumps on the bandwagon every time something new comes down the pike.

Contact Center 100

Contact Center Multichannel Call Center 100

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CX Global Media

JANUARY 15, 2019

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. In more than twenty years in the contact center industry, improving agent performance has always been a major focus.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

CX Global Media

JANUARY 8, 2019

Virtual boot camps provide a hands-on and action-based way for contact supervisor training to deliver greater value. Our newest boot camp is on contact center fitness. Contact Center Fitness Goes Beyond Metrics”. Working in contact centers can encourage some unhealthy lifestyles. Boot Camp Power Kit.

Contact Center 166

Contact Center Coaching Call Center Employee engagement 166

CX Global Media

MARCH 26, 2019

For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. But for one contact center that implemented virtual agents, their call handle times quadrupled! For those of you in contact center operations, this is not a huge surprise.

Virtual Agent 216

Virtual Agent Contact Center Coaching Call Center 216

Hodusoft

OCTOBER 23, 2020

In the present scenario, there has been a drastic rise in the video conferencing trends through various platforms like Whatsapp, Skype, Facebook messenger, etc. Indeed, they have raised the standards of video conferencing for businesses. People find it difficult to explain issues related to hardware to the contact center agent.

Contact Center 52

Contact Center Contact center software First call resolution Upselling 52

NobelBiz

SEPTEMBER 30, 2022

Using key characteristics in interaction to drive better outcomes makes it so specific, but how does it apply to the contact center world? The post VIDEO + ARTICLE: Data modeling and its application to contact centers appeared first on NobelBiz®.

Contact Center 52

Contact Center 52

NobelBiz

OCTOBER 23, 2020

As Chief Amazement Officer of his own company for 35 years, Shep's brimming with invaluable advice for service & support call centers! The post VIDEO: What’s the Job of the Contact Center? In episode 10, Christian had a cool chat with Shep Hyken about customer service, support, and experience.

Contact Center 75

Contact Center Call Center Customer Service 75

NobelBiz

APRIL 14, 2022

Having the proper tools and resources, mixed with the right amount of skilled individuals who are able to perform at a service level balancing quality vs quantity, will always result in a successful and effective call center. The post VIDEO & ARTICLE: A Holistic Approach to Contact Centers appeared first on NobelBiz®.

Contact Center 52

Contact Center Call Center Service level 52

Hodusoft

NOVEMBER 19, 2020

The implementation of contact center software leads to improved online services. A video chat contact center software can bring further improvements in online banking systems. Confidentiality: Conversations can be kept confidential with the help of a video chat contact center solution.

Contact center software 52

Contact center software Banking Contact Center contact center solutions 52

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. To work effectively, they need to be integrated into your contact center strategy. We asked influencers across the CX and contact center spaces to weigh in on the self-service trend.

Self service 142

Self service Contact Center Chatbots Consulting 142

NobelBiz

MAY 11, 2022

Consumerization of IT has shifted the way we use our devices at work and Jon touches on some general factors this applies to the contact center space. The post VIDEO & ARTICLE: Consumerization of IT and the implications for contact centers appeared first on NobelBiz®.

Contact Center 52

Contact Center 52

Contact Center Pipeline

MARCH 23, 2021

For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful.

Contact Center 189

Contact Center outsourcing Call Center 189

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. Automatically extracting and analyzing data from both stills and video, computer vision gives a machine the power to derive meaning by interpreting the visual data according to sophisticated algorithms built around previous experiences. Image Restoration. Facial recognition.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

NobelBiz

SEPTEMBER 25, 2020

In episode 9, we sit down with Nancy Munro to talk about her impressive career as a contact center simulation software developer and how she approaches the topic of simulation training in the contact center space. The post VIDEO: Let’s Empower More Women in the Contact Center Space appeared first on NobelBiz®.

Contact Center 74

Contact Center Call Center 74

NobelBiz

JULY 22, 2021

The post VIDEO: The Golden Age of the Contact Center appeared first on NobelBiz®. Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI).

Contact Center 52

Contact Center SaaS Coaching 52

MiaRec

APRIL 12, 2023

Are you considering adopting a Voice Analytics solution for your contact center but aren't sure how to get the biggest bang for your buck? If properly utilized, you can use Voice Analytics software to streamline Quality Assurance processes, improve customer journeys, and get the best ROI for your contact center.

Analytics 79

Analytics Contact Center Quality management Management 79