NICE inContact

NOVEMBER 25, 2019

And, contact centers, being customer interaction hubs, are getting more preference and priority when it comes to CX investments. As we step into 2020, we see companies investing more in Customer Experience (CX) initiatives than ever.

Contact Center 156

Contact Center Interaction Customer Experience Company 156

InMoment XI

JULY 12, 2022

It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics. Metrics, metrics, metrics. Should that even BE an organizational expectation?

Contact Center 529

Contact Center Metrics Customer Centricity Culture 529

InMoment XI

OCTOBER 31, 2023

In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Understanding the ins and outs of call center management is crucial for both seasoned professionals and newcomers to the field. Let’s dive in!

Call Center 260

Call Center Strategy Management First Call Resolution 260

NICE inContact

JULY 13, 2020

The rise of COVID-19 has prompted many contact centers to embrace remote working amid stay-at-home orders and concern for employees’ health and safety. But that isn’t the only thing that’s on the mind of contact center leaders. But that isn’t the only thing that’s on the mind of contact center leaders.

Contact Center 159

Contact Center Technology Strategy Trends 159

BlueOcean

MARCH 31, 2022

Companies of all sizes can benefit from workforce planning that puts exactly the right resources in place at the right time, doing the right things to deliver on an excellent customer experience. That’s what we’re talking about here – the role of repetitions and preparing for the possibilities in contact center management.

Contact Center 296

Contact Center Sports Conference Resources 296

Talkdesk

JULY 10, 2019

In order to make the most of it, we spent three months of planning to ensure we did our research about restaurants to eat at, places to visit, activities to do and more. Talkdesk for Slack enables agents to proactively respond to key contact center activities. Last summer, we went on a trip together to Hawaii.

Contact Center 48

Contact Center Report Groups System 48

Talkdesk

FEBRUARY 7, 2017

The good news for companies is that contact centers can do more than ever too, but they need to adapt quickly to keep up with consumers. When it comes to personal communication, today’s consumers use their phones to type more than to talk, which means that customer-centric businesses need to make plans to start texting.

Contact Center 40

Contact Center Strategy Multi-Channel Competitive Advantage 40

NICE inContact

SEPTEMBER 8, 2017

Each year as Southeasterners brace for another hurricane season they are advised to develop disaster recovery plans. This year’s active hurricane season prompts us all to reflect on our own readiness in case of disaster, including in the contact center. If you don’t already have a disaster recovery plan, now is the time.

Contact Center 37

Contact Center Data Management Call Center 37

Calabrio

AUGUST 10, 2020

Last week, we announced two Calabrio customers were named finalists in the Society of Workforce Planning Professionals’s (SWPP) “2020 Workforce Management Professional of the Year Award” program. As Head of Workforce Planning for one of the U.S.’s And one of them— Sharon Jones of National Debt Relief (NDR)—WON!!

Contact Center 243

Contact Center Self Service Meeting Training 243

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. Here’s How Supply Chain and Shipping Visibility Improve Customer Experience In some circumstances, we know that contact center can feel like an island, siloed off from other functional business practices.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. With the growing customer expectations, enterprises are under great pressure to deliver exceptional service.

Contact Center 106

Contact Center Self Service Omni-Channel CRM 106

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. Brian Cantor Leading CX Industry Analyst Contact Center Week. It’s challenging to train, onboard, and retain talent in the contact center today. Brian Cantor Leading CX Industry Analyst Contact Center Week. Contact Us. +1 Register Now.

Call Center 223

Call Center Contact Center How To Case Study 223

TechSee

AUGUST 14, 2023

Follow on LinkedIn Dan Smitley, Workforce Management and Contact Center Guru As an experienced public speaker and thought leader, Dan is passionate about leveraging workforce management, contact center operations, strategic thinking, project planning, and data analytics to help companies, customers, and front-line employees succeed.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

BlueOcean

FEBRUARY 14, 2024

That’s what has happened in the outsourced contact center space when it comes to SaaS clients — there’s been a metamorphosis from customer service cost center to customer success revenue protection and generation center. Assuming a cost-center mindset. You’re not just writing a check to pay for agents in seats.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

COPC

APRIL 1, 2024

Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. Contact Center Training: A Digital Leap Forward The way we train new hires at contact centers has changed drastically.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

NICE inContact

JUNE 22, 2021

Contact centers are busy these days with major initiatives. The 2020 lockdowns revealed gaps in contact center resiliency that many organizations are now trying to plug. Busy times, indeed!

Contact Center 156

Contact Center Call Center Solutions Call Center Strategy 156

Experience Investigators by 360Connext

APRIL 2, 2024

A touchpoint is any contact or interaction a customer has with your organization. I have a question so I find the help center. <- So, how should you start making a plan to identify and optimize each touchpoint? Focus on one area at a time and create action plans to execute. But, what exactly is a touchpoint?

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How many physical centers do you operate? Detail your business continuity plans and redundancy practices.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

MiaRec

JANUARY 8, 2024

In 2023, contact center leaders caught the Artificial Intelligence (AI) bug, realizing the many benefits that Conversational and Generative AI can bring. Furthermore, the report explains that contact center decision makers are planning to invest heavily in conversational AI as they are trying to reduce the reliance on live agents.

Contact Center 80

Contact Center Interaction Report Marketing 80

BlueOcean

JUNE 17, 2021

We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing commitment to your customers. The challenging part of business continuity in the contact center is just how many variables there are.

Contact Center 177

Contact Center Customer Care Measurement Report 177

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up.

Contact Center 204

Contact Center Training Call Center How To 204

Calabrio

APRIL 12, 2021

We’re proud to share that one of these innovators has been recognized by the Society of Workforce Planning Professionals as a top-notch contact center leader. AJ was well on his way to developing a cohesive WFM plan for GE Appliances contact centers when COVID-19 hit. Here’s his profile, provided by SWPP.

Contact Center 147

Contact Center Call Center Social Media Analytics 147

Calabrio

JULY 28, 2020

As companies are adjusting to the new way of working in 2020, the Society of Workforce Planning Professionals has recognized three Calabrio customers as finalists for their Workforce Management Professional of the Year Award. The organization has 4 contact centers employing 1600 agents handling calls, chats, and tickets.

Net Promoter Score 200

Net Promoter Score Contact Center CRM Resources 200

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Experience Investigators by 360Connext

APRIL 2, 2024

A touchpoint is any contact or interaction a customer has with your organization. I have a question so I find the help center. <- So, how should you start making a plan to identify and optimize each touchpoint? Focus on one area at a time and create action plans to execute. But, what exactly is a touchpoint?

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

TechSee

MARCH 23, 2020

Work from home (WFH) for customer service agents is a concept that has rapidly gained traction over the past few years, enabling enterprises to partially address the ongoing contact center recruitment crisis. Shift your contact center to a WFT model: a seven-point plan.

Call Center 109

Call Center Contact Center Policies Software 109

Cyara

JUNE 22, 2023

Migrating to the cloud is a key concern for many modern contact centers. And to do so successfully, your organization must undertake stringent planning and thoroughly understand all expectations, obstacles and how you will measure success.

Contact Center 127

Contact Center Measurement Customer Journeys Customer Experience 127

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale. Delivering superior CX (speed, accurate authentication; engaging with virtual assistants).

Contact Center 130

Contact Center ROI Metrics Interaction 130

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. So, put down that annual voice of the employee survey and get ready for unreal insights gleaned straight from the rants of real call center agents.

Call Center 219

Call Center Self Service Social Media Contact Center 219