Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers.

Call Center 376

Call Center Technology Banking Contact Center 376

CCNG

JULY 12, 2020

We will continue to update this contact-center-centric resource as new information becomes available. COVID-19 for Contact Centers Member Response to COVID-19. Contact centers during a crisis: An action plan from experts. How to manage COVID19 in the contact centre , by Justin Tippett. March 20, 2020.

Contact Center 221

Contact Center CCNG Best practices Government 221

Aspect

MARCH 30, 2020

Technology Continuity: Aspect continues to support our call volumes from customers, running on our public cloud solution (Aspect Via® running on Amazon and Azure), our Hybrid Cloud Solution (run and managed by Aspect in our remote data centers) and our Private Cloud or Premise solutions.

Government 153

Government Contact Center Education Consulting 153

Fonolo

JANUARY 18, 2022

Contact centers have experienced a wild ride throughout the pandemic – and it looks like it is continuing in a more positive direction. The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027! COVID was hard on call centers and their agents.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

Vistio

FEBRUARY 1, 2024

The rise of remote work brought about by the global pandemic has had significant implications on various industries, with contact centers being no exception. How Artificial Intelligence Can Transform Your Remote Contact Center 1. Get in touch with us at Vistio and explore more of our contact center AI solutions !

Contact Center 52

Contact Center contact center workforce Employee engagement Technology 52

Expivia

JULY 19, 2023

Contact centers are the heart of any business. However, shaping an effective contact center culture isn’t just about adhering to KPIs and maintaining quality scores. Two fundamental aspects we identified at our contact center are Attitude and Effort.

Contact Center 52

Contact Center Schedule adherence Technical Support Analytics 52

Ansafone

JUNE 14, 2022

Whether you’re an ally or a member of this empowered community, diversity amongst us all is truly something to celebrate. With 50 years of call center experience, we have become one of the leading call center companies in the world. We made it this far by adhering to a set of core values that sets us apart from the rest.

Morale 62

Morale Contact Center Call Center Customer centricity 62

aircall

JUNE 28, 2022

By the way, transparency is at the center of our values, that is why for the past eight years we’ve been communicating regularly to our entire team our most important metrics, our ARR, our NPS, our profit margins, and more. It took us eight years of sweat, grit, mistakes, and successes to get there. Aircall’s Startup Journey.

SaaS 147

SaaS Engineering Metrics Telecommunications 147

Aspect

SEPTEMBER 29, 2021

Our name is derived from Latin for “hives” – nature’s perfect form for millions of years – bringing you solutions that are scalable, resilient and secure, with efficiency, speed and pinpoint accuracy. . And, you don’t want to miss us on social media. Follow us on LinkedIn , Twitter , Facebook and Instagram.

Contact center software 62

Contact center software Contact Center Customer Experience Management 62

Talkdesk

NOVEMBER 13, 2020

All those voices echoing loudly across industries, across time zones in support of Talkdesk is one of the reasons we believe we are a Leader in the 2020 Gartner Magic Quadrant for Contact Center as a Service. I am grateful for the strength of our people, their resilience and for their trust. . Gratitude is a choice.

Cloud contact 111

Cloud contact Contact Center Engineering Marketing 111

Outsource Consultants

JANUARY 18, 2022

As we enter a new year, Outsource Consultants Founder & President Corey Kotlarz shares his thoughts on the state of the call center industry. Looking back on 2021, what surprised you the most about the state of the call center outsourcing industry? The call center industry continues to evolve to meet current needs, and is thriving.

Call Center 128

Call Center outsourcing Government Marketing 128

Cisco - Contact Center

SEPTEMBER 17, 2020

Last month I shared some exciting new capabilities with Webex Contact Center, our award-winning contact center as a service (CCaaS) for small and large contact centers. Listening to our customers is critical, but taking action on what they’re telling us is even more important. Here’s What’s New.

contact center solutions 116

contact center solutions Contact Center Surveys Enterprise 116

CSM Magazine

APRIL 7, 2022

Customer contact center operations are set to undergo transformation to improve customer experience (CX) delivery, finds new research from Frost & Sullivan. “As the industry continues to undergo rapid transformation, it’s pleasing to see that brands plan to embed work from home as a permanent part of their model.

Customer Experience 52

Customer Experience Contact Center Consulting Consulting 52

Aspect

OCTOBER 10, 2017

The role of the contact center has never been more critical to the overall success of your business strategy than it is today. With families displaced, homes destroyed and sadly, lives lost, the disruption of communications has been offset by some contact centers stepping up to become hubs of information.

Contact Center 147

Contact Center Call Center Government contact center solutions 147

Calabrio

OCTOBER 19, 2022

For us, C3 is not only a time to share our vision for the future, but to hear the business challenges our customers are trying to solve and which best practices they are using to get the insights they need. The Digital Transformation of the Contact Center Is Still Happening. Brand Guardianship Is Key to Consumer Loyalty.

Contact Center 59

Contact Center Analytics Coaching Transportation 59

Real Blue Sky

NOVEMBER 21, 2023

With a focus on cultivating deep connections, fostering a culture of engagement, and driving a business model centered on outcomes, growth is not just possible—it’s achievable. For further insights into how continuous improvement can drive your business forward, explore our article – Continuous Improvement in the Contact Center.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Eckoh

JUNE 10, 2020

It’s changed how we think, live and work and why it’s important to build resiliency into contact center operations. There’s no doubt that contact center operations will be changed forever as a result of the COVID-19 pandemic, both in terms of business continuity and ongoing operations.

Contact Center 52

Contact Center At home agents Customer Experience Customer Service 52

TechSee

SEPTEMBER 2, 2020

COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. Call Center Engagement ideas. A collaborative contact center is one where agents work together to make decisions and respond to customer requests based on group advice and guidance. Promote Health and Wellness.

Employee engagement 109

Employee engagement Contact Center Gamification Call Center 109

Fonolo

JANUARY 20, 2022

Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition. Industry Report: State of the Contact Center 2022.

Contact Center 81

Contact Center industry standards Interactive Voice Response Call Center 81

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Is your contact center omnichannel? Who demanded that acceleration?

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

ViiBE Blog

AUGUST 31, 2020

With social distancing as the new normal, words like “travel” and “contact” are considered taboo. The customers’ willingness to take more hands-on approaches to solve their issues, plus companies’ reactivity in providing new omnichannel support options have led to increased resiliency during the pandemic.

Customer Support 98

Customer Support Chatbots Self service Technology 98

pindrop

MAY 25, 2021

As many as 29% of North American transactions originate from a digital wallet with an estimated 64 million mobile payment users in the US 1. The rapid change in the phone ecosystem, driven by technological advances and deregulation, has led to a point where it has become extremely hard to figure out who really is calling us on the phone.

Banking 70

Banking voip Accountability Contact Center 70

Outsource Consultants

NOVEMBER 1, 2021

Like many leaders, you’ve probably realized you’re getting more inquiries than you can handle, and you’re looking for contact center strategies to deploy as demand spikes. and foreign call centers overwhelmed with climbing demand, even this option is hard to come by. You’re busy. You’re understaffed. And the best part?

Customer Experience 135

Customer Experience Interactive Voice Response outsourcing Self service 135

24-7 InTouch

FEBRUARY 2, 2023

WINNIPEG, MB – FEBRUARY 2, 2023 – IntouchCX, a leader in contact center and technology solutions, announced today it has joined the Fair Play Alliance , a global coalition of gaming professionals and companies committed to developing quality games and safe online communities.

Education 52

Education Best practices Consulting Consulting 52

Hodusoft

JULY 19, 2021

But it has shown us how resilient we are amid challenges as the HoduSoft team joined CommunicAsia 2021 on the virtual platform. But our resilience shone through, and we were able to overcome most of the challenges with joint effort and resolve. . We are grateful for the love bestowed upon us by our customers.

voip 52

voip call center software Call Center Marketing 52

DMG Consulting

APRIL 6, 2022

While no one knows what is going to happen, and we continuously see and hear conflicting reports, it is clear that human resiliency and the miracles of modern medicine are the driving forces behind dealing with this challenge. percent of organizational leaders want contact center and customer service employees to work on-site; 20.7

Real estate 62

Real estate Contact Center Enterprise Surveys 62

Skybridge

FEBRUARY 2, 2021

The white-knuckle ride known as 2020 has taught us many things, from the foolishness of taking anything for granted, to the importance of being resilient. Well, there is the obvious reason that values-centered leadership is a compass that can guide you and your organization through the rough times as well as the wildly successful ones.

Customer Care 52

Customer Care Accountability Personalization Sales 52

Momentum Telecom

SEPTEMBER 29, 2021

You’ll get access to numerous premium features, such as Contact Center, Hunt Group, Quality of Service (QoS) monitoring, IVR, and others. . The best part is that you get the advantage of Momentum’s highly resilient, geo-redundant network. Contact us today to explore our solutions and choose the right one for your needs.

Interactive Voice Response 98

Interactive Voice Response Contact Center 98

SharpenCX

JUNE 12, 2023

But the pandemic showed us at-home and hybrid models were possible for call center agents. A hybrid call center can be extremely effective for both customers and agents if you’re able to ensure consistent agent experiences, high performance, and a culture of continuous learning and improvement. They stuck, too.

Coaching 67

Coaching Morale Contact center software Call Center 67

Talkdesk

JANUARY 6, 2021

Healthcare cloud contact centers should inspire patient loyalty, drive retention and lead HCOs to provide better patient experience. Those with a healthcare cloud contact center as part of their care continuity plans had the agility to move their workforces home with minimal disruption to the patient. Change is constant.

Healthcare 71

Healthcare Cloud contact Contact Center Call Center 71

Certified Languages International

DECEMBER 16, 2020

Medical interpreters also suffer from many of the same mental burdens the rest of us face: loss of friends and loved ones, social isolation, profound disruption of life, and general uncertainty. Some of the topics include coping with interpreting trauma while experiencing trauma, resilience, and self-care. Start daily huddles.

Healthcare 98

Healthcare Consulting Consulting Technology 98

Global Response

OCTOBER 26, 2022

Outsourcing a call center often raises many questions businesses must answer, including: Who is the best outsourcing contact center to partner with? Where will the outsourced call center team be located? How will an outsourced contact center partner protect my data? This is not the case.

outsourcing 62

outsourcing Calibration Contact Center Call Center 62

24-7 InTouch

SEPTEMBER 26, 2022

“ WINNIPEG, MB – September 27, 2022 – IntouchCX, a global leader in contact center technology and solutions, has been recognized as one of the Best Employers for Women in 2022 by Forbes and Statista Inc. In the United States, women are 75% of the Company’s workforce.

Customer Care 52

Customer Care Education Analytics Contact Center 52

Vcaretec

SEPTEMBER 11, 2023

Hiring a professional Call Center Outsourcing Company is a trend that is quickly gaining on; it is commonly accepted in the business world that outsourcing makes businesses healthier. Flexible call center services may be obtained through outsourcing. A Call Center Outsourcing Company can help with that.

outsourcing 52

outsourcing Call Center Multi-channel support Calibration 52

COPC

JULY 23, 2021

Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines. It’s the root from which sturdy branches grow and whose resiliency stands the test of time. Tough times don’t last, but resilient people – and CARING companies – do. They recognized that COPC Inc.

Employee engagement 98

Employee engagement Benchmark Surveys Government 98

Transparent BPO

AUGUST 5, 2019

Interview with Robert Gofourth, Vice President, Operations Strategy & Performance, Blue Cross Blue Shield of North Carolina Providing better customer experiences should be every contact center’s number one concern. “People call into contact centers for help, seeking resolution to a problem.

Contact Center 94

Contact Center Education outsourcing Customer centricity 94

Skybridge

JUNE 15, 2020

So when I saw this recent article by Doug Reifschneider for retailcustomerexperience.com, I appreciated his survival plan for brands or what he calls “Resiliency Programs.”. It’s a quick read and an extremely useful framework for approaching and adapting your own brand’s survival plan. The 7 Rs of resiliency programs.

Construction 52

Construction Enterprise Sales Customer Care 52