NICE inContact

OCTOBER 23, 2019

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Seeing all interactions reveals the big picture of what is really happening in your contact center. Seeing all interactions reveals the big picture of what is really happening in your contact center.

Contact Center 121

Contact Center Analytics Call Center NPS 121

Adrian Swinscoe

MARCH 11, 2024

Today’s interview is with David Powers, who is an author, podcast host, Chief Experience Officer at Rooter Hero Plumbing & Air and a true punk. David […] The post A look inside a punk-inspired contact center – Interview with David Powers first appeared on Adrian Swinscoe.

Contact Center 59

Contact Center Employee Engagement Employee Experience Innovation 59

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center. Engagement.

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

Beyond Philosophy

MAY 25, 2022

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued.

Contact Center 148

Contact Center Interaction Self Service Consulting 148

NobelBiz

FEBRUARY 10, 2023

What is the specific need contact centers have now and who will be the ones to rise and meet that need? And why are some contact centers still slow to adopt what would be the only way to save their business? Steve Bederman on the Contact Center Insights Podcast. Nancy : Right.

Contact Center 52

Contact Center Omni-Channel Call Center Airlines 52

TechSee

AUGUST 14, 2023

In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker. He is currently the Strategy & Optimization Czar at Call Design North America (CDNA), the leader in workforce management solutions for contact centers. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Experience Investigators by 360Connext

JANUARY 30, 2024

Manager of Contact Center Sales for Verizon Business. In previous roles, Michelle developed and led two CX practices in the Professional Services (Crowe) and Printing/Manufacturing (Lexmark) industries and was a CX Design consultant and the Sr. Michelle holds 6 U.S. Patents for her work as an engineer.

Government 143

Government Customer Experience Professionals Contact Center Connections 143

Blake Morgan

OCTOBER 24, 2023

                           Customer service is a big part of the customer experience, and the contact center is a critical focal point for direct interaction with customers. One of the biggest things Brad has noticed in his career is that contact centers are often underfunded and under-appreciated.

Contact Center 52

Contact Center Customer Experience Comparison Resources 52

Blake Morgan

OCTOBER 10, 2023

In this episode of my podcast, I’m proud to say that I sat down with Jacob Morgan, my husband of nine years and father to our two children. Jacob talked about contact centers and the issues they encounter. Many employees in these centers don’t have the tools to help the customers and simply face a lot of negativity daily.

Contact Center 52

Contact Center Airlines Leadership Connections 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. What Is A Remote Work Policy?

Contact Center 74

Contact Center Policies Guidelines Average Handle Time 74

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Strategy Gamification Customer Satisfaction 52

The DiJulius Group

JUNE 19, 2024

In this episode of The Customer Service Revolution, John sits down with Joel Sylvester, partner and Chief Client Officer at Five Star Call Centers, to explore how AI and machine learning are transforming the customer care landscape.

Contact Center 52

Contact Center Technology Call Center Customer Care 52

NobelBiz

APRIL 1, 2024

Or, to book a platform demo – and see what this is all about – contact our team now. The post First Contact: Stories of the Call Center Podcast Wins Prestigious TMCnet Tech Podcast Award 2023 appeared first on NobelBiz.

Call Center 52

Call Center Contact Center Report Meeting 52

Think Customers

JANUARY 10, 2024

That’s how “CBS News Sunday Morning” host Jane Pauley opened this week’s segment that covered how AI is impacting customer service in contact centers. Contact center associates featured on the show were empathetic. Her introduction was designed to be relatable to the 5.2 million viewers tuned in to the No.

Contact Center 52

Contact Center Analytics Healthcare Banking 52

Brad Cleveland Blog

JANUARY 11, 2024

Recently, Blake Morgan invited me to be a guest on her podcast. I’ve admired the work Blake has done for years and was excited to have the chance to sit down with her to discuss customer experience, contact centers, and the future.

Contact Center 48

Contact Center Customer Experience Customers Customer relationships 48

NobelBiz

MAY 11, 2022

Jon Arnold, tech analyst, thought leader, speaker and podcaster, is joining our show for a talk on the future of work and collaboration tools for contact centers, the latest trends at in-person events, as well as many insights on digital transformation.

Contact Center 72

Contact Center Trends Tools Leadership 72

BlueOcean

NOVEMBER 28, 2022

I’m so excited for you to listen to our latest episode of Deep CX: A Blue Ocean Podcast. In fact, it’s no exaggeration to say that he stole the show at the 2021 Contact Center World Best Practices Conference, where he truly engaged and captivated his audience—in a virtual setting , no less!

Training 156

Training Contact Center Healthcare Conference 156

NobelBiz

AUGUST 4, 2021

In this episode of the CX Experience Podcast, Frank Wassenbergh speaks with NobelBiz President Steve Bederman about the contact center industry processes as a whole and NOT the state of technology. The post Process, Not Technology | Steve Bederman on the CX Experience Podcast appeared first on NobelBiz®.

Technology 98

Technology Contact Center Industry Management 98

NobelBiz

JANUARY 5, 2022

In this episode of The CX Leader Podcast, Steve Bederman of NobleBiz joins host Steve Walker to discuss the impact of call centers on customer experience and how contact center technology and culture can have a large impact on customer experience.

Contact Center 98

Contact Center Call Center Culture Technology 98

NobelBiz

FEBRUARY 10, 2023

Steve Bederman: For contact centers, 2020 was eventful and revolutionary. Today contact centers embraced change like never before and I think 2021 will be fantastic. Steve: Our position in the market as a leader in both carrier and technology allows us to see the traffic that contacts centers generate.

Contact Center 52

Contact Center Omni-Channel Social Media Technology 52

Bold360

MAY 14, 2020

In the first of a three-part conversation, Nate and I discussed how CX leaders are coming from the world of the contact center, what makes a good leader and how Nate took this journey himself. “We’ve Transitioning from the contact center to CX leadership. How much overlap exists between the contact center and CX?

Contact Center 52

Contact Center Leadership Customer Journeys Customer Experience 52

Talkdesk

JULY 15, 2019

I recently had the pleasure of joining a podcast with Jon Arnold , Principal at J Arnold & Associates, on the topic of Extending the (Cloud) Value Proposition Beyond the Contact Center. . Jon: With our broad focus being about cloud-based contact centers, let’s start with the state of things up ‘til now.

Contact Center 53

Contact Center NPS Trends Customer Expectations 53

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Call Center Management Gamification 52

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

BlueOcean

NOVEMBER 13, 2023

With these questions in mind, we present a quick round-up of some trending outsourcing and customer service-related articles, podcasts, and webinars from across the industry. If nurturing the employee experience is on your mind as you enter 2024, listen to this podcast today. But if that’s really the case, you’re in for trouble.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

Blake Morgan

JUNE 13, 2023

At JetBlue Travel Products, the contact center is in the middle of everything the company does–literally and figuratively. For Barry, that trust and connection come from investing in the contact center to create the best human interactions possible. JetBlue Travel’s contact center is at the center of the action.

Contact Center 59

Contact Center Strategy Travel Customer Confidence 59

Blake Morgan

SEPTEMBER 19, 2023

                     Data and innovation: Modern customer experience and contact centers should be data-driven regardless of the company or industry. Contact Centers and Customer Experience: Build a customer experience culture that directs people on how to serve customers better.

Contact Center 52

Contact Center Tips Banking Customer Centricity 52

NobelBiz

JUNE 9, 2020

Why are contact centers slow to adopt solutions that would be the only way to save their business in the wake of a pandemic? Steve Bederman sat down with Nancy Munro and talked it out during the latest episode of her podcast.

Contact Center 52

Contact Center Leadership 52

NobelBiz

FEBRUARY 9, 2023

We’re not in the contact center per se ourselves. Steve Bederman on the Call Center Chronicles Podcast. Steve is joining the Call Center Chronicles Podcast to talk about technology as a byproduct, women and technology in leadership roles and tech for the people. Yeah, all of that is great.

Technology 52

Technology Contact Center Call Center Leadership 52

BlueOcean

APRIL 20, 2023

We had another member of the wonderful ONQ family on the podcast: Sean Hammerle, who is the company’s Chief Operating Officer and an award-winning motivational leader and speaker. I first met Sean back in June of 2022 when he was awarded the title of Best Contact Center Executive at The Contact Center World Awards in Orlando, Florida.

Contact Center 156

Contact Center Culture Course Training 156

NobelBiz

FEBRUARY 10, 2023

Doug Green: I mentioned earlier in the podcast that the crisis may have changed the way a lot of companies did their business and especially in the contact center. What to me that says is really the agility of a contact center. You know: inbound business has always been attractive to most contact centers.

Contact Center 52

Contact Center Call Center Technology System 52

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. If an outbound campaign works with a list of 500 leads and only 50 persons answer back, the Contact Rate for that particular campaign will be 10%. And no wonder. And no wonder. Learn more here.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

Playvox

JULY 25, 2022

Every contact center professional has a unique learning style. Today we’re announcing a new way to learn about customer service for people who love to listen: the Masters of Support podcast. What’s the new podcast all about? These are the kinds of insights that each episode will bring to the forefront.

Customer Service 52

Customer Service Contact Center Industry Customers 52

Doing CX Right

FEBRUARY 12, 2023

Peter Ryan, market analyst, and Stacy Sherman discuss how technology is changing contact centers & valuable delivery models to succeed based on workforce trends. The post Expert Insights on Improving Customer Experience in the Contact Center Industry appeared first on Doing CX Right.

Contact Center 59

Contact Center Industry Customer Experience Trends 59

NobelBiz

JANUARY 24, 2022

Turnover is natural in a contact center and in any business. So, what are the primary factors that contribute to contact center turnover or attrition? And what strategies, technologies, and tactics may be implemented to avoid excessive agents turnover rate in a contact center ?

Contact Center 52

Contact Center How To Call Center Training 52

NobelBiz

DECEMBER 17, 2020

Steve Bederman joins the Benchmark Portal Podcast - hosted by Bruce Belfiore - for a eye opening discussion about the future of the contact center industry in 2021, and how can the omnichannel method help businesses thrive in the new economic environment. The post How 2021 Looks for Contact Centers?

Contact Center 52

Contact Center Omni-Channel Industry Leadership 52