CCNG

DECEMBER 14, 2023

Every fancy company with the smartest people have predicted the death of the voice channel in the contact center and it is still the number one channel. Gartner says by 2027 chatbots like Chatgpt will answer 25% of all contacts. It doesn’t mean you shouldn’t pursue automation, but people will always be at the center.

Customer Service 221

Customer Service CCNG Chatbots Contact Center 221

Vonage

JULY 22, 2016

And for many of us working in the world of contact centers, we give a lot. In a recent study from Toister Performance Solutions , service expert Jeff Toister evaluated responses from more than 600 contact center agents with 74 percent self-reporting at risk for burnout. Advocates will argue it is a morale builder.

Contact Center 0

Contact Center Gamification Morale Technology 0

SharpenCX

AUGUST 22, 2019

The post Playing the Dating Game with Digital Transformation: How to take Next Steps to Move your Contact Center to the Cloud appeared first on Sharpen Contact Center Software. Makeovers can take months, if not years of planning, strategy, implementation, and recovery to take full effect. Just think of shows.

Contact Center 59

Contact Center Contact center software 59

ShepHyken

MARCH 6, 2023

Companies must shift the contact center agents’ responsibilities to allow them to be more productive and continue to elevate CX. Customer-led growth is about inspiring loyalty, building trust, and raising the game around customer satisfaction. New technology will not replace the human-to-human relationship.

Feedback 318

Feedback Customer centricity Contact Center Surveys 318

NICE inContact

JUNE 30, 2016

Speech Analytics has been a game-changer in this regard, allowing complete and in-depth analysis of 100% of customer interactions without the need for hiring a gigantic call Quality Assurance (QA) staff. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology.

Analytics 49

Analytics Contact Center Technology First call resolution 49

Playvox

NOVEMBER 4, 2021

For businesses of all sizes, technology has also changed contact centers from an internal and customer-facing perspective. Contact center technology has evolved to enable more on-demand capabilities and scale, thanks to the cloud. So is it worthwhile to upgrade your existing contact center technology?

Contact Center 52

Contact Center Technology Contact center software contact center solutions 52

CCNG

SEPTEMBER 1, 2021

By Casey Kostecka Contact center leaders widely agree the most important position in their organizations are frontline supervisors. Yet as important as supervisors are in contact centers, they often receive the least amount of training for their job. The seven Ts are critical to all organizations of all sizes.

Contact Center 195

Contact Center CCNG 195

Playvox

JANUARY 30, 2024

It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support. In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well. Adding game-like elements is one way.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Myra Golden Media

APRIL 28, 2021

When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future. I’m a contact center supervisor who trains, yet I don’t have a training background. What advice can you give me? Provide incentives.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

TCN

MAY 1, 2024

If telemarketing were a game, with contact centers on one team and consumers on another, The post Understanding Auto Dialers and Do Not Call Lists in TCPA Compliance appeared first on TCN.

Telemarketing 52

Telemarketing Contact Center call center software Call Center 52

Fonolo

NOVEMBER 23, 2021

When you think of the phrase “call center training”, does the word fun come to mind? But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members. Contact Center Trends: Industry Predictions for 2022.

Call Center 148

Call Center Abandon rate Gamification Education 148

Vistio

JANUARY 5, 2022

Quality Assurance (QA) and Customer Satisfaction (CSAT) scores are almost always at the top of a contact center’s “most important” measurements list for CX success. Typically, a contact center’s QA score reflects the extent to which the agent followed the company’s call handling policies. And here’s why.

Contact Center 52

Contact Center Metrics Gamification Coaching 52

LiveVox

NOVEMBER 21, 2023

In the realm of contact centers, Artificial Intelligence (AI) is reshaping the game with its intelligent prowess. AI’s transformative capabilities are changing the contact center industry quickly, enabling businesses to elevate customer experiences to new and exciting heights.

Contact Center 81

Contact Center Customer Experience 81

BlueOcean

MARCH 31, 2022

The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics. Practice Makes (Almost) Perfect.

Contact Center 118

Contact Center contact center workforce Service level Coaching 118

Fonolo

JUNE 17, 2021

Keeping your staff motivated and satisfied in their work is vital to contact center performance. Employee engagement is especially important for call centers, since agent turnover tends to be higher. That’s why it’s so important to prioritize agent morale in a contact center and ensure your top performers are engaged.

Call Center 140

Call Center Morale Gamification Employee engagement 140

Contact Center Geek

OCTOBER 21, 2022

Permalink.

Contact Center 91

Contact Center 91

ShepHyken

JANUARY 15, 2020

The process should include informing management and contacting the appropriate authorities. While Tom’s question was focused on how to respond in a customer support center, this situation could happen to anyone in almost any department. Do you have a game plan for snow days? Training is important to ensure consistency.

Customer Support 389

Customer Support Management Customer Service 389

Hodusoft

MARCH 6, 2024

In this blog, we will delve into the details of how BPOs are helping e-commerce businesses improve operational efficiency and customer support services using contact center software. Assistance can be provided via a call center/contact center, live chat, email support, social media, or a self-service option.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Call Center and Customer Service Conferences If you’re wondering what contact center or customer service industry conferences to attend in 2023, we’ve got you covered!

Contact Center 87

Contact Center Healthcare Call Center Technology 87

Outsource Consultants

MAY 8, 2024

History of Outsourcing in Colombia: A Rising Star Colombia has a surprisingly long history as a player in the outsourcing game. With over 600,000 call center professionals and a ranking as the fourth-largest BPO market in Latin America, Colombia continues to be a rising star in the world of outsourcing. companies looking to outsource.

outsourcing 67

outsourcing Call Center Education Consulting 67

The Northridge Group

AUGUST 10, 2021

Let’s say you’ve already taken the necessary measures to move your contact center from good to great. What’s the next step for your contact center? Leverage Contact Center Analytics. Using analytics to determine which areas of improvement to focus on is important for contact centers.

Analytics 162

Analytics Interactive Voice Response Contact Center Coaching 162

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

Call Center 105

Call Center Management Wait times Contact Center 105

Outsource Consultants

FEBRUARY 26, 2024

Although we remain “Switzerland” throughout your search process, we are still here to help you ask the right questions along your call center search journey to protect you and your company.” Dave LaBatt: “We feel that you will see more and more AI-related solutions that will complement the call center agents in the coming years.

Call Center 67

Call Center outsourcing Customer Service Consulting 67

Fonolo

SEPTEMBER 20, 2022

When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction. Have agents pair off.

Call Center 141

Call Center Contact Center Employee engagement Technology 141

Fonolo

JUNE 10, 2021

Managing a call center team isn’t easy. Call center agents are customer service providers 24/7, which means they need to deal with customers with varying moods all day. Due to the nature of their work, it’s common to see call centers struggle with low agent engagement. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 91

Call Center Interactive Voice Response Gamification Contact Center 91

CSM Magazine

APRIL 16, 2024

By integrating AI tech into online gambling, the gaming experience is lifted to a whole new level; players enjoy tailored customer service and the overall operations of the casinos become more efficient. Consequently, they can develop tailor-made game suggestions and personalized promotional offers that genuinely appeal to each player.

Customer Experience 52

Customer Experience Wait times Chatbots Customer Support 52

Interactions

MARCH 28, 2024

Is it possible to navigate the strategic crossroads between pursuing quick wins and aiming for game-changing nirvana? There’s a strategic dilemma of opting for low-hanging fruit to establish credibility and the need to deliver immediate results versus investing in experimental, game-changing advancements for long-term success.

Surveys 62

Surveys Customer centricity Contact Center Chatbots 62

Fonolo

DECEMBER 8, 2023

Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! There’s no denying that some of the changes impacting contact centers over the last four years continue to make waves – notably the enduring appetite for hybrid and remote work.

Contact Center 81

Contact Center Big data Chatbots Scripts 81

NobelBiz

NOVEMBER 20, 2023

Whether you’re a startup, a growing enterprise, or an established business, understanding and implementing a VPS is a game-changer. DID numbers allow for direct calls to specific extensions without navigating a receptionist or auto-attendant, while Toll-Free numbers provide a cost-free option for customers to contact your business.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Compounding the challenges, the KPIs used by many contact centers don’t match organizational goals or business goals, affecting your contact center’s overall performance. Your goals should guide your KPIs.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

NobelBiz

MAY 14, 2024

Contact centers have always been at the forefront of adopting technologies that can enhance the interaction between agents and customers. But what exactly is conversational analytics, and why is it becoming an indispensable tool in call centers? “Conversational analytics is a game-changer for sales teams.

Analytics 59

Analytics Call Center Contact Center Sales 59

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. Keep in mind that most people want to excel in their work.

Contact Center 88

Contact Center Metrics Coaching Feedback 88

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training? Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

TeleDirect

MAY 6, 2024

Outsource your call center needs to TeleDirect. Our contact center services eliminate phone-related stress, save you time, and provide the relief your business needs. Professional call center services & contact center services When business comes calling, who’s there on the other end of the line?

Call Center 62

Call Center Contact Center Real estate outsourcing 62