Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

CSM Magazine

NOVEMBER 14, 2023

Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more — not fewer — agents. Dave Hoekstra, Product Evangelist, at Calabrio explains why and shares their top tips to activate the agent of the future. As a result, agent skillsets are changing too. of interactions today.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

NobelBiz

MARCH 26, 2024

By leveraging cutting-edge technologies, CXA revolutionizes the way businesses interact with their customers, providing seamless experiences across various touch points. CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

CSM Magazine

SEPTEMBER 21, 2023

Calabrio, the workforce performance company, has released its annual analysis of the contact centre market, the State of the Contact Centre 2023: Activating the Agent of the Future. While there is much debate in the market, this report’s response is clear: AI won’t be used to entirely replace agents.

Customer Service 59

Customer Service Customer centricity Analytics Contact Center 59

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Call Design

JULY 6, 2021

The contact centre industry is the backbone of brands all over the globe. It provides the necessary contact point for customers to connect with brands, whether that be troubleshooting, simple questions or administrative needs. According to a Contact Center Helper report, 95.7% How quickly you wish to answer the contacts.?There

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Fonolo

NOVEMBER 1, 2022

Working in a call center can be extremely rewarding, especially for those who enjoy customer service and sales. But it’s up to management to promote call center motivation and create a work environment where their agents can gain a sense of satisfaction from their work. Types of Motivators (And Why it Matters).

Call Center 87

Call Center Construction Abandon rate Feedback 87

CSM Magazine

OCTOBER 17, 2023

Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team. With that in mind, how do contact centre leaders prepare their frontline teams for future success? If so, why?

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Fonolo

AUGUST 4, 2022

Imagine a month of perfect performance at a call center: Agents take incoming phone calls like clockwork. Stakeholders are happy with your quarterly reports and ability to meet call center goals. Agent attrition is at an all-time low. Sounds like a call center manager’s dream, right? Bottom line?

Call Center 81

Call Center Abandon rate Contact Center Average Handle Time 81

DMG Consulting

MAY 8, 2023

The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications.

Management 62

Management Enterprise Analytics Contact Center 62

Fonolo

NOVEMBER 11, 2021

Agent engagement has always been a critical ingredient for customer satisfaction. Contact centers have been learning this the hard way over the last decade. So why is agent engagement more important now for 2022 than ever before? READ THE FULL GUIDE: Contact Center Trends 2022.

Contact Center 87

Contact Center Multichannel Call Center Morale 87

SharpenCX

JUNE 3, 2020

Download Now: Learn 9 ways better workforce optimization and an improved agent experience benefits your business. Learn how your agents work to help you optimize their time and deliver top-notch support. And, along the way, I learned some other nuances about the way I work, too. I hit the snooze once.

Customer Experience 84

Customer Experience Agent burnout Contact Center Metrics 84

Vcaretec

AUGUST 8, 2023

In this post, we'll look at the top 10 factors to consider when picking a customer care outsourcing provider. Additionally, they won't make an effort to fix problems at the initial contact, which will result in more irate clients. They guarantee that your SLA is followed and that agents are chosen by your applicant profile.

Customer Care 98

Customer Care outsourcing Call Center Complaint resolution 98

Monet Software

MARCH 4, 2021

After a tumultuous 10 months for contact centers and agents, new possibilities open. This may seem an awfully philosophical topic to raise in reference to contact centers. This may seem an awfully philosophical topic to raise in reference to contact centers. 2 Employee engagement improved. .

call center workforce 71

call center workforce Employee engagement Contact Center Call Center 71

Callminer

MARCH 9, 2020

Scheduling forms the foundation of every successful call center operation. However, call center scheduling is much more complex than most other scheduling concerns. Consumers around the world turn to call centers at all hours to help clear up issues that arise with the products they use and the services they depend on.

Best practices 182

Best practices Call Center Analytics Metrics 182

Callminer

OCTOBER 3, 2019

There are many characteristics that successful call center representatives share, some being more important than others. Additionally, there are some characteristics that will be more important based on the needs and functions of a particular call center, although many traits are universal to all who work in a call center setting.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. 2022 Top Contact Center Priorities/Goals.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

SharpenCX

MAY 6, 2020

Your contact center is a business powerhouse. Still, contact center leaders struggle to prove the value of their business unit to execs. In fact, leaders like you say the lack of understanding and respect for the contact center is a top challenge this year. Investing in your employees pays dividends.

Contact Center 76

Contact Center Call Center Coaching Agent burnout 76

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Leanne Y., Leanne Y., Philip A.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

CSM Magazine

MAY 30, 2023

Managing the hand-over from bot to agent is like taking part in a relay race. Jim Davies at Calabrio outlines 3 winning strategies for a seamless customer experience that are guaranteed to take you over the finish line in a record-setting way. Dropping the Baton In this scenario, the chatbot runs a good leg.

Chatbots 52

Chatbots Self service Customer centricity Contact Center 52

SharpenCX

JUNE 16, 2020

Many companies are building remote work strategies around the needs of their workforce. Download Now: Learn how trends in workforce management and other key areas are impacting contact centers, according to Frost & Sullivan. These needs lead to a hybrid approach for the workforce. Let me show you.

Contact Center 67

Contact Center Management Employee engagement call center workforce 67

Uniphore

JUNE 22, 2021

No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you. Nobody was listening when these call center agents were ranting about their everyday challenges. Well, at least, we tried.

Call Center 87

Call Center Entertainment Contact Center Benchmark 87

Virtual Live Labs

SEPTEMBER 30, 2020

Reengineering leadership skills for the new work-at-home contact center environment. Employees missed the break-room discussions, chatting out by the taco truck, and exchanging information in the parking lot on the way to their cars at the end of their shifts. Contact Center Leaders in a Vacuum.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Reengineering leadership skills for the new work-at-home contact center environment. Employees missed the break-room discussions, chatting out by the taco truck, and exchanging information in the parking lot on the way to their cars at the end of their shifts. Contact Center Leaders in a Vacuum.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

JustCall

MARCH 9, 2023

This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Global Response

DECEMBER 23, 2022

Setting up your call center may seem as easy as hiring a few knowledgeable agents and providing them with a phone line—but nothing could be further from the truth. Even basic call centers have a variety of software requirements, from essential call center operating software to software for security and recruitment.

Call Center 62

Call Center Interactive Voice Response call center software Contact Center 62

Customer Relationship Metrics

JULY 26, 2017

You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. It’s just the nature of the contact center industry. It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? Is it really? Click to Tweet.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

teleopti

DECEMBER 16, 2019

As 2019 draws to a close, Dave Hoekstra predicts an exciting road ahead for Workforce Management. Read on to discover 3 ways to master the art of simple sophistication. Essentially, the world of WFM is shifting up a gear to become Workforce Engagement Management or WEM. 2020: completing the WFM triangle.

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

Expivia

OCTOBER 4, 2021

If your business has customers, they need a way to contact you. This is when contact center outsourcing comes into play. Contact center outsourcing can take the weight of customer management off your shoulders. Contact center outsourcing can take the weight of customer management off your shoulders.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Fonolo

MARCH 15, 2022

After coming out of a very change-heavy two years, an anticipated trend for call centers in 2022 is an increased focus on workforce management. With remote work becoming a permanent fixture of the contact center industry, proper staffing and scheduling is trickier than ever. Long-term forecasting.

Call Center 87

Call Center Contact Center Accountability Management 87

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively.

Contact Center 98

Contact Center Enterprise Education Metrics 98

Expivia

NOVEMBER 9, 2021

Keeping up with current contact center trends is a crucial part of being a world-leading customer service provider. You need to discover the latest technology, innovation, and process improvements to improve your call center and provide your customers with the best possible experience. And we’re already seeing it today.”.

Contact Center 86

Contact Center Chatbots Call Center Analytics 86

Fonolo

APRIL 27, 2020

Now, more than ever, your call center agents need your support. And for many customer support departments, that has been whilst under a relentless onslaught of customer inquiries. ' says @TaxJar #remotework #cctr #management Click To Tweet. When managing a team of remote call center agents, this is even more imperative.

Call Center 112

Call Center Morale Contact Center Gamification 112

SharpenCX

MARCH 25, 2021

As customer service leaders continue to embrace the life where agents can work from where they’re most comfortable, new challenges catapult to the top of priority lists. Gartner research shows in two years, nearly nine in 10 leaders think 20-80% of the customer service workforce will still work from home.

Coaching 67

Coaching Analytics Call Center Quality management 67