Comm100

OCTOBER 25, 2021

In this article, we’ll explain why contact centers need digital transformation, and what steps you need to take to ensure a smooth and successful transition throughout your organization. Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers.

Contact Center 212

Contact Center Knowledge Base Omni-Channel Chatbots 212

Alliance by IFS

NOVEMBER 26, 2019

Other labor market conditions contributing to a workforce skills gap : a growing number of skilled trade professionals who prefer freelance, and insufficient interest in skilled trades of people entering the workforce. Digital Solutions to Bridge the Workforce Skills Gap. Knowledge Management. Workforce Management.

e-support 100

e-support Knowledge Base Social Media Training 100

BlueOcean

AUGUST 30, 2018

Navigating this shifting landscape is challenging and investment in the latest and greatest systems and tools can impact your bottom line. The right partner understands exactly what clients’ customers expect from these digital tools. But what constitutes a bad experience? Below we explore what you should be looking for.

Customer Service 232

Customer Service Contact Center Chatbots Customer Care 232

Talkdesk

NOVEMBER 25, 2020

Here are three tips on how to scale your contact center for the seasonal rush. Integrate with your ecommerce technology stack Seamlessly connecting your contact center to ecommerce platforms, such as Shopify and BigCommerce , allows valuable information from customer interactions to quickly reach your customer service agents.

Contact Center 101

Contact Center Self Service Tips Ecommerce 101

NobelBiz

AUGUST 28, 2023

Ready to dive deep into the heart of transforming your contact center’s performance? Buckle up, because we’re about to embark on a journey that will take your operations from average to exceptional. With the right tech, your center can waltz through challenges and deliver stellar service.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Playvox

MARCH 21, 2022

If the labor shortage has left your contact center scrambling for staff, you might have overlooked a potential goldmine of knowledgeable, eager future team members: retirees. According to research by Goldman Sachs , five million people have left the workforce since the beginning of the pandemic, and most were over age 55 (3.4

Contact Center 82

Contact Center Training Technology Policies 82

Talkdesk

MAY 19, 2020

A remote work program has become a differentiator for organizations looking to attract and retain talent. Having grown more than 44% over the last five years, remote work has proved to be a huge enabler for business productivity. Here some steps to ensure a successful deployment of a remote work model. #1

Employee Engagement 100

Employee Engagement Communication Strategy Measurement 100

NobelBiz

OCTOBER 17, 2023

Welcome back to our journey through the intricate world of call center management! Today, we’re ready to continue our exploration and delve even deeper into the pains that call center owners and operations managers face. Read part one here.

Call Center 59

Call Center Management Contact Center Contact Center Software 59

TechSee

JANUARY 11, 2021

Visual assistance technology is an evolving market, with many companies offering ‘see what your customer sees’ solutions. Visual assistance technology is an evolving market, with many companies offering ‘see what your customer sees’ solutions. 7 Factors to Consider When Choosing the Right AR-powered visual assistance platform.

Automotive 109

Automotive Self Service Brands How To 109

Magellan Solutions

MARCH 13, 2024

However, when it comes to the offshoring vs outsourcing debate, it’s crucial to understand the distinction between these two approaches and decide which best aligns with your business’s needs. Delegating tasks to external parties can significantly impact your business. This article has you covered! What is Offshoring?

Tips 105

Tips Culture e-support Communication 105

CSM Magazine

APRIL 18, 2023

The current cost-of-living crisis combined with the usual stresses of managing a hybrid workforce and higher customer expectations put tremendous pressure on customer service organisations today. Find New Ways to Nurture your Staff—and the Contact Centre Here are five top tips for getting started: 1.

Effort Score 52

Effort Score Contact Center Analytics Call Recording 52

CSM Magazine

MAY 12, 2022

In this workforce wellbeing management series, we’re bringing a magnifying glass to the current state of the contact centre, the rising stress levels in contact centres, and the action plan required to address them. So what can supervisors and senior managers do to build a happy and productive team?

Self Service 59

Self Service Analytics Competitive Advantage Tips 59

Playvox

OCTOBER 6, 2021

Gen X (born between 1965 and 1980) 29% of 2025 workforce As the generation that learned to do things manually before being introduced to computers at school, Gen X bridges the gap between the traditional and the digital. Millennials (born between 1981 and 1996) 44% of 2025 workforce Millennials welcome and embrace new technology.

Contact Center 75

Contact Center Tips Management Groups 75

Think Customers

MARCH 28, 2022

Individuals who are looking for a remote work environment with flexible hours are increasingly joining customer care, back office, growth services, data annotation, and content moderation teams. Here’s how to engage and motivate a gigCX workforce that delivers exceptional results. workforce by 2023.

How To 105

How To Policies Tips Contact Center 105

ProProfs Chat

MAY 6, 2020

As per the Harvard Business Review, while 22% of Americans work from home, around 50% of them are involved in virtual or remote work. . Further, with the advent of disruptive workplace technologies, employees naturally expect their companies to utilize novel means of remote collaboration and aggregation on multiple channels. .

Tips 108

Tips Management Customer Service Video 108

SurveySensum

FEBRUARY 22, 2024

Imagine you are working in an organization that is incredibly famous and makes your resume stand out in a crowd of thousands. But when you join the workforce, you realize the stagnancy of growth and the lack of a work-life balance within the organization. Well, this can be detrimental both to your productivity as well as the company’s.

Employee Experience 52

Employee Experience Strategy Net Promoter Score Policies 52

NobelBiz

MARCH 12, 2024

To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). Introducing Unified Customer Experience Management (Unified CXM) Unified CXM is the practice of creating seamless and personalized experiences for customers across all support and marketing channels.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

Kustomer

JUNE 7, 2022

The beginning of the pandemic also forced organizations to accelerate digital transformation by 6 years to adapt to the “new normal” of stay-at-home orders, remote workforces, supply chain disruptions, shipping delays, and the economic slowdown. The data tells the tale. And that was just the early stages of lockdown.

Customer Experience 98

Customer Experience Self Service e-support CRM 98

NobelBiz

MAY 22, 2022

Because of the socio-economic turmoil created by the same lockdowns, the pool of candidates ready to take up a job in a remote-work call center grew exponentially. Because of the socio-economic turmoil created by the same lockdowns, the pool of candidates ready to take up a job in a remote-work call center grew exponentially.

Call Center 52

Call Center Management Contact Center Gamification 52

CSM Magazine

AUGUST 5, 2021

The trend towards flexible workforces has exaggerated the complexity of running a modern contact centre. That’s the verdict of Ross Daniels at Calabrio who shares a 5-point strategy to kickstart your journey towards simplification. We also share winning strategies to inspire your own journey towards simplification.

Gamification 59

Gamification Metrics Analytics System 59

VDS

SEPTEMBER 25, 2023

One solution to keep those teams resilient and adaptable is Genesys Cloud, a powerful customer experience platform designed to future-proof customer service operations. Genesys Cloud provides an all-in-one solution for organizations to manage their customer interactions across various channels in a seamless and efficient manner.

Customer Service 52

Customer Service Customer Service Strategies Trends Contact Center 52

BirdEye

FEBRUARY 23, 2024

Each department is vital to any successful organization: the marketing department fuels the hype, finance manages the cash flow, and operations keep the engine running smoothly. Let’s dive into how mastering this vital skill can be a game-changer for your organization, leading it to new heights of success.

Communication 64

Communication Multi-Channel Culture Social Media 64

SurveySparrow

OCTOBER 10, 2020

It is no secret that you need a talented workforce to succeed as a business. The quality of your output, after all, will depend on your employees’ ability and commitment to the company. That is why popular wisdom is that it’s well worth investing in workforce engagement in the Workplace. Workforce Engagement Software #1.

Tools 59

Tools Engagement Employee Engagement Employee Experience 59

Talkdesk

OCTOBER 15, 2020

Today, digitization opens the door to broader talent pools and, to drive results, companies need to adapt their hiring and management processes to source the best WFH professionals in a more global and competitive market. Use these three tactics to win back your lost clients: 1. Deliver the best results with the best talent.

Contact Center 67

Contact Center Banking CRM Call Center 67

ChurnZero

JANUARY 25, 2024

Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge. How will customer success jobs, and the skills they require, evolve in 2024?

Customer Success 52

Customer Success Trends Chatbots Leadership 52

Alliance by IFS

AUGUST 12, 2019

Remote and self-service resolution. To take on today’s challenges, many companies servicing medical devices turn to robust field service management (FSM) software programs that bring visibility and efficiency to the entire service lifecycle. Grow Revenue with the Help of Remote Connectivity. Decreased time to resolution.

Self Service 75

Self Service Knowledge Base Hospitality Training 75

Oracle

DECEMBER 6, 2018

New apps and technologies are improving customer management, streamlining service delivery, and helping field services professionals complete strategic repairs. New apps and technologies are improving customer management, streamlining service delivery, and helping field services professionals complete strategic repairs.

Innovation 108

Innovation Customer Experience Self Service eBook 108

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

CSM Magazine

APRIL 13, 2022

This first article outlines the key triggers for agents, supervisors and senior managers and shows why it pays to take a comprehensive approach to organisational wellbeing. Stress is a major barrier to success and it is affecting everyone. The impact of the past few years has been wide-reaching and traumatic.

Analytics 59

Analytics Omni-Channel Customer Satisfaction Training 59

NobelBiz

FEBRUARY 23, 2023

How can you deploy real-time communication across various channels without blowing your budget? CPaaS (communications-platform-as-a-service) is a cloud-based solution that allows you to integrate real-time communication techniques into your existing apps without worrying about infrastructure or back-end interfaces.

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

NobelBiz

FEBRUARY 23, 2023

How can you deploy real-time communication across various channels without blowing your budget? CPaaS (communications-platform-as-a-service) is a cloud-based solution that allows you to integrate real-time communication techniques into your existing apps without worrying about infrastructure or back-end interfaces.

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

SurveySparrow

DECEMBER 6, 2021

The event is spread across four days and executive assistants, managers, recruiters, and those who are interested in the field of HR are expected to attend this event. HR leaders need to step up to adapt their management, workforce, performance, employee strategies, and employee planning. Talent Acquisition Week.

Conference 98

Conference Employee Engagement Leadership Trends 98

CSM Magazine

SEPTEMBER 9, 2022

As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage. Make yours stand out from the crowd with the right strategy. Put your contact centre on the right track with a step-by-step guide to improving customer service that blends people, process and technology.

Customer Service 52

Customer Service Gamification Customer Service Strategies Analytics 52

CSM Magazine

DECEMBER 1, 2021

As life returns to normal, now is the perfect opportunity for employers to re-think their workforce strategy. Born between 1997 and 2015, this generation accounts for nearly 25% of today’s workforce. Every generation brings to the workplace a set of characteristics that are shaped by the events and cultural norms of the day.

Culture 64

Culture Analytics Chatbots CRM 64

NobelBiz

APRIL 25, 2023

This comprehensive guide will explore the top 12 call center cost-reduction strategies to help unlock your business’s full potential. Optimize Workforce Management One of the most significant contributors to call center costs is labor. How can workforce optimization help in managing call center expenses?

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

TechSee

JUNE 1, 2021

Gartner estimates that by 2022, there will be a 50% increase in one-off issue resolution and consultative services offered on freelance platforms, and Everest Group estimated that U.S. gigs will surpass the permanent workforce by 2027, growing 40% by 2027 to reach 86 million. What is Gig Customer Service? What is Visual Assistance?

Self Service 109

Self Service Customer Service Video Analysis 109

CSM Magazine

JULY 28, 2022

To optimize the work of staff, HR managers today are actively introducing various software into the work of the team. Find out from this article which HR management software is the most popular and effective and put it into practice! As practice shows, modern technologies provide wide opportunities in the field of HR management.

Software 59

Software Management Gamification Self Service 59