teams it-operations 
Cisco - Contact Center
JANUARY 17, 2024
Part 6 of the six-part series – The 2023 Global Networking Trends Report series If you have been reading our blog series around the 2023 Global Networking Trends Report, you may have noticed two rec… Read more on Cisco Blogs
CCNG
NOVEMBER 1, 2023
WFM teams can be, and should be, part of the strategic planning process. Sometimes it’s the leadership above the WFM team that doesn’t get it, and other times it’s the leadership in the WFM team. By being at the forefront of operations, we can identify opportunities to drive efficiencies, cut costs, and optimize resources.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CCNG
FEBRUARY 14, 2024
Some new agents quit in training, while nesting, or within 90 days of getting on the operations floor—all of which increased the pressure on the labor dollars in my budget. These special tutors were top-performing agents on our customer-facing teams. In response, contact centers have been forced to evolve operationally.
Beyond Philosophy
JANUARY 25, 2024
There is No “I” in Team We had a podcast recently where we discussed the role of finance in the customer experience. However, for the team to work well (i.e., Sales is often closing the deal, but finance and IT and operations, need to be on board with the idea sales is selling. Analogies are a great way of communicating.
Advertisement
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.
ShepHyken
NOVEMBER 2, 2023
But what if we told you that, in fact, customer service and sales are much more interlinked than you may think? And because of this natural synergy, it’s vital to keep these two areas of your operations as aligned and harmonized as possible. And who loves smooth, accurate, and streamlined sales and services operations?
Steve DiGioia
MARCH 20, 2023
Read 3 Reasons Why Successful Teams Earn Your Trust. Each sales manager would touch on the key points of their customer’s requests, and I would explain the operational procedures on how we plan on servicing the event. My team knows that. I had a great team and was sure we’d do a fine job. And she couldn’t understand why.
Advertisement
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.
Advertisement
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?
Advertisement
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.
Expert insights. Personalized for you.
97 
Let's personalize your content