Balto

FEBRUARY 8, 2023

Managing your call center’s workforce effectively is essential to keep both customers and agents satisfied. The process can be pretty complex when you take into account your agents’ skills and break times, as well as the different channels you offer support through and peak times.

Call Center 52

Call Center Management call center workforce Contact Center 52

SharpenCX

OCTOBER 6, 2021

If your contact center is filled with tired, stressed, irritable employees, your customers will notice. So, step one to running a more effective contact center is focusing on your agents, first. So, step one to running a more effective contact center is focusing on your agents, first.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Serenova

AUGUST 25, 2020

There are two constants in the contact center. Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

Noble Systems

AUGUST 4, 2020

It’s Time to Rethink Your Collection Strategy. Collection contact centers continue to face a number of ongoing challenges including increasing global competition, changing channel preferences, and evolving regulatory and legal requirements, just to name a few. Proactive messaging and workforce management can help.

Gamification 86

Gamification Analytics Contact Center Coaching 86

SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. You balance the needs of your customers with the workload of your agents (and their development). Plus, you toss in overseeing your contact center budget, too. Because modern WFM is shifting.

Coaching 76

Coaching Management Contact Center Morale 76

Expivia

FEBRUARY 18, 2024

Transforming Customer Service: The Evolution of Contact Center Outsourcing In the rapidly evolving business landscape, where technological innovation outpaces traditional business models, the contact center outsourcing industry is undergoing a monumental shift.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

Noble Systems

MARCH 19, 2021

The strategies that big enterprises use aren’t always the right fit for smaller companies. And they definitely don’t have the big pocketbooks – so their solutions must be cost-effective and generate added value. Call Center Software for SMB. Cloud Contact Center for SMBs.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Playvox

APRIL 19, 2023

Excellent time management is crucial in a contact center. Being able to strategically plan and prioritize tasks not only ensures your customers get the service and support they need in a timely manner, but it also increases agent productivity, decreases overall stress, and improves job satisfaction.

Time management 56

Time management Contact Center Management Schedule adherence 56

Call Design

MAY 28, 2019

Aspect Software’s most recent Contact Centre agent survey listed agents’ top factors that drive their sense of engagement: Work/life balance came in 3rd, two spots above competitive wage with flexible work schedule not far behind. The right WFM tool can help you find the right balance.

At home agents 60

At home agents Contact Center Self service Management 60

Call Design

MAY 28, 2019

Aspect Software’s most recent Contact Centre agent survey listed agents’ top factors that drive their sense of engagement: Work/life balance came in 3rd, two spots above competitive wage with flexible work schedule not far behind. The right WFM tool can help you find the right balance.

At home agents 60

At home agents Contact Center Self service Management 60

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

SharpenCX

FEBRUARY 4, 2021

If you’re wondering how to start a call center, chances are, what you’re really looking for is an action plan to scale your customer service team. You see, modern call centers don’t have to look like the inundated image we’re all too familiar with. Get your digital transformation toolkit.

Call Center 67

Call Center Customer Service virtual call center Coaching 67

Serenova

AUGUST 25, 2020

There are two constants in the contact center. Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Aspect

OCTOBER 19, 2017

It feels like just yesterday we were standing on stage in Orlando announcing the 1 st annual Aspect Contact Center Benchmark (if you missed it here’s the press release ). We are now 5 months into our 2 nd year of collecting data from our customers and prospects and have some early insights and trends to share.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

SharpenCX

FEBRUARY 24, 2021

one of the companies took a proactive approach to customer service. , one of the companies took a proactive approach to customer service. Download Now] Get your digital transformation toolkit to prioritize digital projects for better service. That’s what proactive customer service can look like.

Call Center 67

Call Center Customer Service Coaching Metrics 67

SharpenCX

APRIL 21, 2020

Most of us have been working from home for over a month, some longer. Download Now: Share these 7 projects with your VP of Ops and ban together to get rid of the uncertainties and inefficiencies in your customer experience. And those challenges are only amplified when you have a household full of family around.

Best practices 76

Best practices Management Coaching Metrics 76

Robert Davis

AUGUST 6, 2018

How much money does your company spend marketing products and services, which generates calls into your contact center? Are your contact center agents maximizing every contact and driving conversion? Has this forecast been shared with WFM so they can staff properly?

Contact Center 48

Contact Center Marketing Coaching Telecommunications 48

Robert C. Davis and Associates

AUGUST 6, 2018

How much money does your company spend marketing products and services, which generates calls into your contact center? Are your contact center agents maximizing every contact and driving conversion? Has this forecast been shared with WFM so they can staff properly?

Contact Center 40

Contact Center Marketing Coaching Telecommunications 40

Noble Systems

JUNE 18, 2019

Loosely defined as those born between 1994 and 2010, Gen Zers have unique characteristics that companies will need to learn about and accommodate. Take a closer look at each of them and see what your company can do, today, to prepare for Generation Z. Attracting these technology proficient workers requires attention now.

Gamification 72

Gamification Feedback Enterprise Coaching 72

Fonolo

JANUARY 31, 2024

You likely know the answer, but let’s take a closer look. If you take a tech tool like ChatGPT and ask it about call abandonment in the contact center, the AI-powered bot will give you an earful about one of the most persistent problems in the customer service industry. No kidding, right?

Abandon rate 81

Abandon rate Abandon Call Contact Center Interactive Voice Response 81

Playvox

JUNE 21, 2022

The requirement to provide a better customer experience while improving productivity and controlling costs is paramount in contact centers at the best of times. Workforce management (WFM) continues to be one of the most important contact center productivity tools. Workforce Management Strategy.

Contact Center 74

Contact Center Average Handle Time Metrics Service level 74

SharpenCX

JUNE 23, 2021

But, your contact center KPIs are an important piece of creating a happy team and happy customers. You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. Plus, you need a high-performing, empowered contact center. Service level.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Global Response

FEBRUARY 13, 2022

What Is a Call Center? Call centers are a staple customer service resource for businesses large and small—and demand is growing. In the US alone, there are hundreds of thousands of call center jobs. But what is a call center? And how can you find the right one for your business?

Call Center 62

Call Center Interactive Voice Response outsourcing Contact Center 62

SharpenCX

FEBRUARY 10, 2021

About 66% of customers faced problems with the products or services they purchased in 2020. As customers grow restless to get the customer journey they expect, how can you help solve their growing list of grievances? It’s time to turn to the brain of the operation: your customer service data. What’s more?

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. But what makes WFO different from WFM? What is Workforce Management (WFM)? WFM is a set of processes that helps optimize employee productivity.

Management 86

Management Gamification Quality management Schedule adherence 86

SharpenCX

MAY 27, 2020

You name it, you get it. Running a successful call center means driving revenue and business growth. But even with proof of the vital role service teams play in generating revenue, it’s still hard to earn budget for the things you need. Call centers run lean, like we talked about a few weeks back.

Call Center 67

Call Center Average Handle Time Customer Service Interactive Voice Response 67

CSM Magazine

JUNE 16, 2020

As contact centres evolve as a result of COVID-19, Thomas Rødseth, Chief Technical Officer at Puzzel says now is a critical time to keep frontline staff safe and motivated. It’s a question many have asked, but there’s one thing we’re certain of – positive employee engagement plays a critical role in a company’s success.

Employee engagement 52

Employee engagement Contact center software Morale Surveys 52

SharpenCX

JANUARY 13, 2021

To keep up with your customers’ needs and stay ahead of call center trends , take your customer service to social channels. Here are seven strategies to help you implement social media customer support in your contact center. The key is to find out where your customers are most active.

Customer Support 67

Customer Support Coaching Accountability Contact Center 67

Babelforce

NOVEMBER 30, 2022

Do you know your DTMF IVRs from your ACDs? Or your conformance rates from your utilization rates? There’s a lot of terminology to get your head around in call centers and customer experience. Working with contact centers around the world, we know that better than anyone!).

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

teleopti

FEBRUARY 4, 2019

Customer experience is today’s number one USP and it’s revolutionizing the way we do business. While the contact center remains the catalyst for service excellence, every single department must play its part. Rob Clarke at Teleopti sheds light on a few golden rules for corporate-wide customer service.

Customer Service 48

Customer Service Customer Care Contact Center Chatbots 48

Noble Systems

SEPTEMBER 8, 2020

COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. Collaborating with your agents will help them stay engaged and feel a stronger sense of community. Reassure your employees and customers that their welfare and best interests are your primary concern.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76