CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. Calabrio , the workforce engagement management (WEM) company, has seen a strong growth trajectory in the UK during the last 12 months, despite the global pandemic. About Calabrio.

Technology 52

Technology Cloud contact Telecommunications Analytics 52

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

Playvox

MARCH 5, 2024

And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. Artificial intelligence (AI) can play a part.

Quality management 78

Quality management Management Contact Center Coaching 78

Fonolo

NOVEMBER 22, 2022

Who Should Take Call Center Management Courses? Call center management courses are great for both current and aspiring professionals looking to sharpen their skills in customer support, operational best practices, team leadership, and much more. Their Contact Center Manager Certification is one of many courses they offer.

Call Center 147

Call Center Management Benchmark Contact Center 147

UJET

JUNE 3, 2020

How can you manage a dispersed team effectively when everyone is remote? Use the Right Technology. Agents start work by signing in , but what other technology do they need? Helping to resolve customer issues is their daily focus, but they also have emails to address, reports to analyze, and meetings to attend.

Management 82

Management call center professionals Quality management Feedback 82

UJET

JUNE 3, 2020

How can you manage a dispersed team effectively when everyone is remote? Use the Right Technology. Agents start work by signing in , but what other technology do they need? Helping to resolve customer issues is their daily focus, but they also have emails to address, reports to analyze, and meetings to attend.

Management 72

Management call center professionals Quality management Feedback 72

Playvox

FEBRUARY 27, 2023

Putting the customer at the center of decision making and operational improvements, CX leaders across the customer service industry are connecting their CRM with their workforce management systems more frequently to enable a 360 degree view of their business and their day-to-day operations.

Management 75

Management Schedule adherence Contact Center Coaching 75

CSM Magazine

DECEMBER 15, 2022

Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. After all, your customer support team is the heart and soul of the customer experience (CX). for school pick-up.).

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

Playvox

MARCH 12, 2023

As a customer service center leader, improving the efficiency of your customer service center is always the top priority. Providing excellent customer experience (CX) by continuing to train your agents and implementing new technologies is essential for the success of your business.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Hodusoft

JUNE 17, 2021

The data sources include approved user reviews, public data sources, and data from technology vendors. . Customer support. Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions. Value for money.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

Serenova

AUGUST 11, 2020

During the past decade, contact centers have begun to adopt new technologies such as cloud-based CRMs, intelligent IVRs, chatbots and true omnichannel capabilities , further highlighting the need for robust agent training to ensure employees are adept at interacting with customers in a variety of modalities. Ability to Learn Fast.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Callminer

FEBRUARY 21, 2018

Nenad is the co-founder & CEO of CroatiaTech , a future technology development company that focuses on software & website development, machine learning, AI, VR, AR and mechatronics. Peter Abah is the Head of Customer Support at Hotels.ng. as the head of customer support and resides Lagos, Nigeria.

call center software 210

call center software Call Center Contact Center Analytics 210

JustCall

MARCH 7, 2023

Customer support is the backbone of every customer-facing business, and your growth relies heavily on your ability to satisfy and retain your customers. But meeting the increasing expectations of your customers is a challenge. And the only way to succeed is through an effective contact center management system.

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

CSM Magazine

MARCH 13, 2022

They also agree that a good customer experience includes empowered employees (Employee Experience) 75%; memorable, personalised interactions in moments that matter (Multiexperience) 80%; and the interaction of humans, data, and technology (User experience) 73%. The right communications and collaboration tools empower everyone.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Playvox

APRIL 4, 2023

Not only are they bad for business, but they’re also bad for customer support center employees themselves. You can then use this data to train agents to identify a lonely customer and handle them accordingly. Unhappy agents leave your organization, creating costly attrition issues.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Serenova

AUGUST 11, 2020

During the past decade, contact centers have begun to adopt new technologies such as cloud-based CRMs, intelligent IVRs, chatbots and true omnichannel capabilities , further highlighting the need for robust agent training to ensure employees are adept at interacting with customers in a variety of modalities. Ability to Learn Fast.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

Enghouse Interactive

JULY 7, 2020

With easy access, they can be geographically deployed, facilitating the delivery of “follow the sun” customer support. As previously noted, people have become very adept at dealing with online support as their first point of contact…and most prefer it. Protect Your Experts with Call Recording and Quality Management.

Self service 52

Self service Contact Center CRM Quality management 52

Serenova

OCTOBER 7, 2020

The ability of organizations to meet this demand — to pick up the phone when their customers needed them most — has been directly contingent on how well they’ve been able to make the pivot to WFH. Many call centers, reliant on rigid policies and on-premise technology, have struggled to turn the ocean liner.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Enghouse Interactive

JUNE 11, 2021

If successful, your organization will be able to deliver the best possible customer experience. To complicate matters further, customer expectations evolve as quickly as new technologies are introduced. This new reality has a significant impact on what customers want and how they want it. Transformation.

Feedback 105

Feedback Technology Customer Experience Customer Service 105

Enghouse Interactive

JANUARY 13, 2021

With more advanced technologies being introduced across all industries – seemingly on a daily basis – businesses are trying to determine what will be the best approach for them to improve their organization, to better interface with and satisfy their customers – as cost-effectively and efficiently as possible.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

JUNE 24, 2021

By leveraging advanced technologies, organizations can successfully meet customers’ ever-changing needs while preparing for the future, simultaneously improving their customer’s experience (CX) with industry-leading e? Video’s rapid adoption within the consumer market has transformed realities.

Contact Center 69

Contact Center Customer centricity Technology Customer Experience 69

ShepHyken

NOVEMBER 28, 2022

He has more than 20 years of experience as a customer service and contact center professional leading high-performing teams. My Comment: Of course, you listen to your customers! Let Your Customers Speak for You by Ajit Narayan. (G2) G2) Advocacy marketing is the process of turning customers into brand advocates.

Customer Service 32

Customer Service Contact Center outsourcing Customer centricity 32

UJET

JULY 7, 2020

The days of on-premises support systems and locally-based customer support agents is over. Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Real-time Customer Support Management.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

UJET

JULY 7, 2020

The days of on-premises support systems and locally-based customer support agents is over. Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Real-time Customer Support Management.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Enghouse Interactive

JULY 29, 2021

With the latest technology, recordings are processed in real-time and are time-stamped, codified, and indexed to simplify future analysis or retrieval.

Scripts 96

Scripts Contact Center Benchmark CRM 96

Fonolo

MAY 7, 2015

Keep Up With the Latest Contact Center Technology. What do great call center managers do? A contact center manager’s job is often a thankless one. As the supervisor of a contact center, your job is to make sure that your team of agents provides the best experience possible to your customers. Get Your Hands Dirty.

Call Center 126

Call Center Management Contact Center Coaching 126

Enghouse Interactive

SEPTEMBER 1, 2020

Proper categorization, indexation and cross-referencing of all documentation can help deflect over 60% of customer support inquiries. The new documentation then helps ensure that the next time the same issue arises, it will be easily resolved at the first point of contact, eliminating the need for agent escalation.

Self service 79

Self service Contact Center Chatbots First call resolution 79

RapportBoost

JANUARY 29, 2019

When it comes to chat for customer support and sales, conversations often begin with an inquiry or a grievance. A customer may reach out for product information or requesting recommendations. A customer might need assistance making a decision or may voice a problem with an order.

Revenue potential 51

Revenue potential Coaching Analytics Contact Center 51

Enghouse Interactive

OCTOBER 21, 2020

Training is key – to facilitate change and to make the agents comfortable with the new technologies. Augmented conversations – aided by Artificial Intelligence – will be the new normal. Agents will become more capable when using AI and should be comfortable doing so.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

MAY 2, 2023

Cloud contact center solutions, like workforce engagement management, take your move to the cloud to the next level. They let you further optimize your operations for improvements in forecasting, scheduling, quality management, and agent engagement.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

Enghouse Interactive

JUNE 9, 2021

According to Accenture (1) , 75% of customers have identified that they are more likely to engage with organizations that: address them by name, uses insight from their purchase history to better engage with them, and provides product or service recommendations reflective of their purchase history. . What to do? .

Contact Center 97

Contact Center Self service Chatbots CRM 97

Enghouse Interactive

OCTOBER 27, 2021

Figuring Out What Customers Are Telling You. Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome. Your Biggest Contact Center Challenge? From digital natives to boomers. Anyone with a cell phone and an app, everyone expects more.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Enghouse Interactive

JULY 7, 2021

While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy. Now It’s A Reality.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Playvox

SEPTEMBER 6, 2022

In fact, it predicts that by 2024, 30% of organizations will have moved their customer support centers’ operations off-premises. To drive customer support agent satisfaction and improve customer experience, managers must focus on optimizing remote contact center agent engagement now. Communicate.

Contact Center 86

Contact Center Surveys Customer Support Feedback 86