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3 Customer Experience Ideas for 2022

Experience Investigators by 360Connext

And 2022 looks like it will be another twelve months of uncertainty. It also means considering how to inform customers about new rules or options. Make 2022 the year you close the loop. That means providing the right information at the right time to the right person. 2022 will bring its own set of surprises.

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Identifying And Cultivating Top Talent In Your Contact Center

Playvox

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Compounding the challenges, the KPIs used by many contact centers don’t match organizational goals or business goals, affecting your contact center’s overall performance. Your goals should guide your KPIs.

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Guest blog: The Future of Customer Service: Changes & Challenges in 2022

Comm100

Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers. Consider, for example, that in Toronto, the cost of a 900-square-foot apartment is between $2,300 and $2,600 in 2022.

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Workforce trends shaping 2022: How the Great Resignation informs agent experience today

NICE inContact

The events of the past couple of years took a strange, unexpected toll on the labor market. During the lockdown, unemployment was high, and workers clung to their jobs. However, now that things are getting (somewhat) back to normal, a significant percentage of American workers have decided not to go back to work.

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Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce. November 3rd, 2022 at 9:30 am PT, 12:30 pm ET, 5:30 pm BST. The importance of efficiency when onboarding and training agents.

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2022 Trends: Imagine the Future of Call Centers

TechSee

Going into 2022, we’ve got our eye on seven trends that are expected to help call centers deliver service excellence while still keeping a close eye on their bottom line to ensure business continuity in an unstable economic environment. Studies have shown that shorter training modules improve information retention by 20%.

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Contact Center Wrap-Up—Where the Rubber Meets the Road

Quadient

Contact Center Wrap-Up—Where the Rubber Meets the Road. Mon, 05/23/2022 - 12:58. So, if customer experience is the new battleground, then the contact center is out front leading the charge. Dick Bucci is Principal of Pelorus Associates where he specializes in contact center technologies.

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Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Join us for this informative webinar and you will learn how: AI is automating low-complexity tasks. September 8th, 2022 at 9:30 am PDT, 12:30 pm EDT, 5:30 pm GMT But scripts have had a variety of issues. Agent assist technologies can support the agent.

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Expert Insights: Your 2023 Guide to EX, CX, and Technology

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Contact center operators have been buffeted by the pandemic, work-from-home initiatives, the great resignation, and quiet quitting. As a result of these changes, new challenges have emerged, requiring contact centers to undergo major transformations. November 17th, 2022 at 11:00 am PT, 2:00 pm ET, 7:00 pm BST

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Start Every Conversation with AI: The Front Door for Intelligent Customer Service

Speaker: Brian Morin & Helena Chen from SmartAction

Enter a conversational AI solution for your contact center. There’s authentication, information gathering, trying to route the call to the appropriate location, and so on. How information gathering and authentication in natural language through an AI agent can cut down on AHT and save money on operating costs.