teams it-operations 
ChurnZero
FEBRUARY 17, 2022
Have you ever worked at a company where the Customer Success team had to beg for its own tools? But then once you finally secured the tools you and/or your team fought so hard for, you suddenly got cold feet. The collective sharing of wins across the team will help boost morale and increase the adoption of your new tool.
BlueOcean
FEBRUARY 17, 2022
The top-tier option in our industry used to include the operation of a full hot site back-up in a separate geographic location. By the end of April, we were operating on a model that was the reverse of our pre-pandemic model: we were 95% work-at-home and 5% on prem. Rethink Your Tactics. It is not one size fits all.
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CSM Magazine
FEBRUARY 17, 2022
Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams. Organisations are optimising their WFM, moving them back in house, or keeping the operations in limbo while waiting for the COVID situation to stabilise.
ChurnZero
FEBRUARY 17, 2022
9 tips to get your CSMs to adopt Customer Success software Have you ever worked at a company where the Customer Success team had to beg for its own tools? But then once you finally secured the tools you and/or your team fought so hard for, you suddenly got cold feet. That’s why despite our knowing better, we don’t always do better.
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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.
Comm100
FEBRUARY 17, 2022
Most higher education institutions recognize some, if not all, of the above, in their own operations, and realize they are failing to provide the support that students expect. When your team is offline, a chatbot can step in to answer students’ questions – all without any human supervision. Students expect: Immediate, 24/7 response.
Comm100
FEBRUARY 17, 2022
Most higher education institutions recognize some, if not all, of the above, in their own operations, and realize they are failing to provide the support that students expect. When your team is offline, a chatbot can step in to answer students’ questions – all without any human supervision. Students expect: Immediate, 24/7 response.
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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.
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What does it take to engage agents in this customer-centric era? 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.
Speaker: Derek Roberti, VP Technology, Cognigy
Since the Global Financial Crisis of 2008, there has been pressure on all departments to reduce costs, streamline operations, slash headcounts, and become more efficient. Address business challenges across departments, teams, and functions. This is where AI comes into play. Is AI about to take over contact centers entirely?
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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.
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