Callminer
FEBRUARY 19, 2020
There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. Although most of a call center’s challenges tie into employee management indirectly, a few center entirely on these areas of operations. Economic Challenges. Human Resources Challenges.
CCNG
SEPTEMBER 27, 2023
DO MORE WITH LESS There is a difference between a knowledge base and knowledge management systems. A knowledge management system can be used with all agent channels and should have an AI component. The best knowledge management system should be built for contact center agents. It’s here to stay, and it will get better over time.
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ShepHyken
APRIL 8, 2022
He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. Colossal Shift in the Retail Industry. Sharing some hacks to better understand, gain and retain digital customer experience in the retail industry: . Contemporary ?Retail
Fonolo
FEBRUARY 29, 2024
With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. This e-book is one of our most anticipated documents of the year, featuring insights from industry experts about the topics that matter most in today’s contact center. .”
Advertiser: ZoomInfo
The promise of a CRM ( customer relationship management ) led organizations to believe each could digitally transform its businesses through tracking touchpoints throughout the buyer’s journey. It’s no secret, only 13% of salespeople are satisfied with their CRM. The result? Less organization, more confusion, and fewer deals closed.
CCNG
JULY 12, 2020
No matter the industry and state of business, this is an unprecedented and a necessary time for strong leadership. How to manage COVID19 in the contact centre , by Justin Tippett. So I’ve done my best to provide some real, practical advice on how you can manage the Coronavirus/COVID19 in your contact centre. March 15, 2020.
Outsource Consultants
JULY 25, 2023
As artificial intelligence has become a driving force for change in various industries, the call center industry is no exception. A variety of AI technologies are being integrated into the call center industry, from Interactive Voice Response systems to chatbots and AI-assisted agents.
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Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
The new year is here and it's time to plan for the ever-changing needs within our industry. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Learn how to address, manage, and utilize: People. Technology. Implementation Strategies for 2021.
Advertiser: Vanilla Forums
Each year, the Community Roundtable seeks to explore and assess community and the community profession, revealing key insights indicative of how the industry itself is evolving. External Communities Elevate the Customer Experience. Internal Communities Reveal Untapped Potential. Grab your free copy today!
Advertiser: ZoomInfo
Multiple industry studies confirm that regardless of industry, revenue, or company size, poor data quality is an epidemic for marketing teams. As frustrating as contact and account data management is, this is still your database – a massive asset to your organization, even if it is rife with holes and inaccurate information.
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In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. Included in this guide: How to incorporate AI for self service Tips for managing next-gen digital The "secret sauce" of digital leadership
Speaker: Tony Medrano, CEO of RapportBoost.ai
Join Tony Medrano, CEO of RapportBoost.ai, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents. How to improve agent performance and manage their expectations.
Speaker: Errol S. van Engelen, Author, Speaker and Independent Advisor
This webinar is designed for a broad audience including business and technology professionals, as well as managers in the contact center industry. See how various verticals such as the automotive industry and contact centers can benefit from a strategic approach like DTP. May 16th, 2019 12:30PM PST, 3:30PM EST, 8:30PM GMT
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Instead, remote work is now mainstream in customer experience management. CXperts has evolved with the current needs of the industry to comply with business continuity needs and offers high-quality and engaged agents both on-site or remote.
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