Playvox
DECEMBER 21, 2022
Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Almost half the contact center managers in our study said they would be bringing agents back to an office in 2022.
Kustomer
JUNE 27, 2022
Customer service software and its various integrated tools can position brands of any size to stand out amongst competitors in the eyes of its most important asset: customers. Let’s explore the path to optimizing your brand with our 12 best software tools for 2022. What Are the 12 Best CS Software Tools in 2022?
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Playvox
APRIL 25, 2023
Experts predict that using remote and hybrid contact center agents will remain a cost-effective, efficient solution for delivering outstanding customer support well into the future. A 2022 ICMI study revealed that 34% of contact centers cited training a remote workforce as their biggest challenge. Engagement.
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. In the end, bringing employees back is a risky move.
NobelBiz
AUGUST 28, 2023
Tech problems in contact centers are like unruly guests at a symphony – they disrupt the harmony of customer interactions, but with the right orchestration, they can be transformed into notes of seamless resolution. High turnover not only affects the contact center performance but also dampens team morale.
NobelBiz
APRIL 18, 2023
Also, call center operations managers are crucial in driving hyper efficiency within their organizations. They can optimize team productivity and achieve exceptional results by focusing on key areas such as KPIs, technology, workforce management, training, culture, and continuous improvement.
Playvox
APRIL 21, 2023
For example, A 2022 stud y by ICMI showed that while 63% of contact centers offer customer service by email, only 41% were monitoring it for quality. Contact center software driven by artificial intelligence (AI) can help by putting an end to spreadsheets and manual processes, easing the burden on your workforce management team.
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