What CX leaders can learn from contact centre managers
MyCustomer
NOVEMBER 19, 2021
Engagement What CX pros can learn from call centre managers.
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MyCustomer
NOVEMBER 19, 2021
Engagement What CX pros can learn from call centre managers.
InMoment XI
APRIL 23, 2024
To learn more about InMoment’s Integrated CX approach and Smartest Actions, watch the webinar recording here ! Each geographical area presents its unique competitive dynamics, influenced by factors such as local preferences, demographics, and economic conditions.
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InMoment XI
FEBRUARY 16, 2024
By incorporating call centre and chat transcriptions, social ratings, reviews, and other customer signals, businesses gain deeper insights into customer sentiments, preferences, and pain points. Recognising the pivotal role of contact channels, consider incorporating call centre and chat transcriptions into your data collection strategy.
Lumoa
APRIL 21, 2022
And so, Ladies and Gentlemen, I present to you: The Customer Support Blues I know I’m the foundation The core The nerve centre But I don’t have a voice I’m just a cheap, low-cost renter Seen as a complainer No-one wants to mentor a dissenter Silly me I’m just a lowly Cost Centre Understaffed No life raft Just a ton of hard graft “More headcount?”
InMoment XI
APRIL 18, 2023
The event is designed for attendees to actually learn how to work collaboratively across the organisation. That being said, it’s extremely important for CX professionals to learn how to deliver and demonstrate the impact of their programs. There are many ways to do that, but the result is to give good experiences to customers.
C3Centricity
JANUARY 16, 2024
After decades of learning and experimentation, I created QC2 so that every business can successfully adopt a customer-first strategy, and become more agile, more resourceful, and experience increased market growth. As a result, most effort goes into improving customer service departments and call centres.
InMoment XI
OCTOBER 19, 2021
There’s one resource that has long been underutilized for mining data—the contact centre! The contact centre is an absolute treasure trove of customer insights and has long been underutilized from a customer insights perspective. Beyond our contact centre data we can also leverage external sources such as social media or reviews.
Comm100
NOVEMBER 15, 2022
The number one benefit of integrating digital channels into a contact centre platform is the ability to grow its customer base. Digital omnichannel platforms like Comm100 can be integrated into contact centre software so every channel is combined into one platform and the customer only needs one piece of software. Grow customer base.
Eptica
MARCH 11, 2022
Author: Pauline Ashenden - Demand Generation Manager With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams. Learn more by reading the full blog on our parent company Enghouse Interactive’s site here. What is preventing success?
Vonage
JANUARY 30, 2019
AI & Contact Centres. We are now beyond the bot conversation stage and are starting to appreciate that AI technologies such as Natural Language Understanding and Machine Learning will turbo boost everything from routing to recruitment. Contact centres are a case in point. AI is one of them. Technology-Enabled Innovation.
Eptica
SEPTEMBER 24, 2021
Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine. Author: Pauline Ashenden - Demand Generation Manager In the old days, the contact centre was seen primarily as a cost centre. Published on: September 24, 2021.
GetFeedback
FEBRUARY 13, 2019
The South Dublin County Volunteer Centre’s mission is to promote the value of volunteer work and increase its range and quality in Ireland. The volunteer centre’s role is to connect individuals with an organization that matches their job preferences. The centre now boasts a 97% overall satisfaction rate for their services.
Lumoa
MARCH 21, 2023
You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. Learn how to leverage the most under-utilised and powerful human resource in business today – Customer Empathy.”
C3Centricity
AUGUST 4, 2020
It is more than five years ago that Twitter was first referred to as today’s call centre. Twitter is often referred to as today's call centre. What makes a great customer care centre? Most call centres today are a frustrating if sometimes necessary experience for customers to endure.
Eptica
DECEMBER 16, 2020
Date: Wednesday, December 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Learning from Santa’s customer service success. Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him. Published on: December 16, 2020. Share this page on: Tweet.
InMoment XI
OCTOBER 19, 2021
There’s one resource that has long been underutilized for mining data—the contact centre! The contact centre is an absolute treasure trove of customer insights and has long been underutilized from a customer insights perspective. Beyond our contact centre data we can also leverage external sources such as social media or reviews.
Eptica
JANUARY 29, 2021
Date: Friday, January 29, 2021 Author: Pauline Ashenden - Demand Generation Manager How to pick the right contact centre technology for your business. Learning from Santa’s customer service success. The benefits of bringing video into the contact centre. Published on: January 29, 2021. Share this page on: Tweet.
CSM Magazine
APRIL 22, 2024
By fostering a close relationship between the tech team and contact centre staff, they can quickly identify pain points and develop solutions that simplify the customer journey. Start Small – But Continue to Learn A common theme throughout the discussion was the importance of starting small and embracing continuous learning.
Eptica
JANUARY 6, 2023
What can we learn from 2022 as we set out strategies for the year ahead? Seven ways to tackle call abandonment in the contact centre. What can we learn from 2022 as we set out strategies for the year ahead? Published on: January 06, 2023. Read the full piece on our parent company Enghouse Interactive’s blog here.
Adrian Swinscoe
JANUARY 4, 2022
This guest post by Dave Hoekstra, a Product Evangelist at Calabrio, reflects on lessons learned by contact centres in 2021 and offers a glimpse into 2022, […]. The post A glimpse into 2022: How can contact centres plan ahead? first appeared on Adrian Swinscoe.
CSM Magazine
NOVEMBER 14, 2023
Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more — not fewer — agents. The response from 400 contact centre managers around the world is clear and reflects Calabrio’s own conversations with customers. of interactions today. As a result, agent skillsets are changing too.
Storyminers
DECEMBER 3, 2020
Highlights include a keynote presentation from Pancho Campo who will present a session about his experience working with former President of the United States Barack Obama, and how his learnings have impacted his approach to the future of events. Buyers will attend from across the globe, with almost a third being new to the event.
Eptica
JUNE 18, 2021
Date: Friday, June 18, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 ways to improve performance in your contact centre team. Author: Pauline Ashenden - Demand Generation Manager The working experience for staff in your contact centre directly impacts their performance, productivity and well-being.
CSM Magazine
OCTOBER 17, 2023
Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team. With that in mind, how do contact centre leaders prepare their frontline teams for future success? If so, why?
CSM Magazine
OCTOBER 10, 2023
Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? It’s important to strike the balance between speed and personalised service delivery.
CSM Magazine
JUNE 10, 2021
Fed up of negative contact centre perceptions limiting your budget, resources and potential? Nick Smith at Calabrio , discusses how you can overcome these concerns and reposition your contact centre as a “profit centre”, instead of a “cost centre”. According to a 2020 Call Centre Helper report , 23.9% A further 10.2%
ShepHyken
FEBRUARY 25, 2024
Learn about the key pillars of delivering top-notch digital experiences to customers. BONUS 16 Ways to Reduce AHT – Without Damaging the Customer Experience by Call Centre Helper (Call Centre Helper) Looking to reduce Average Handling Time (AHT) but worried about damaging the customer experience in the process?
Stella Connect
JANUARY 10, 2022
Want to increase your contact centre team’s performance? As we all know, contact centres have high staff turnover especially after the festive season due to a number of reasons, such as: employee absence without leave, poor attendance, late coming, and call manipulation, which all result in performance management related issues.
Eptica
OCTOBER 2, 2020
Author: Pauline Ashenden - Demand Generation Manager While customer service and contact centres have been dramatically impacted by the pandemic, longer-term trends are also reshaping the industry based on changes in customer demand and how companies operate. Turning a crisis into an opportunity: greener and more sustainable contact centres.
CSM Magazine
JANUARY 11, 2022
Read on to discover three ways to resolve, rather than increase, complexity in contact centres. Contact centres have been investing in sophisticated, omnichannel technologies for well over a decade. Cloud-smart contact centres are leading the way. When less is definitely more. Aim for solutions that are: 1.
Kerry Bodine
AUGUST 1, 2020
In this engaging webinar, you’ll learn how leading organizations are evolving their customer experience initiatives to centre around customer journeys — and walk away with ideas for transforming your own CX practice. s latest research on this topic.
CSM Magazine
JULY 26, 2023
Nick Brook at Calabrio shares 7 winning strategies for driving all-round flexibility in contact centres. If you’re not a fan of wearing a suit and tie every day and want plenty of time to spend with friends and family, then working in a contact centre is for you. For more flex-boosting tips and techniques, visit Calabrio.
Uniphore
JANUARY 24, 2022
Learn More. Learn More. Learn More. Check out our Agent Assist eBook to learn how to make your desktop work smarter—so you can make every agent your best agent. Call Centre Helper Fall 2020 Survey ‡Enghouse Interactive 2020 Survey. Better call center coaching creates—and retains—better agents. The list goes on….
CSM Magazine
SEPTEMBER 18, 2023
Tailored specifically for Operations and IT specialists, Contact Centre Team Leaders and Managers, the event was an insightful nexus of industry experts and like-minded professionals discussing the future of CX. A particularly captivating segment was the discussion around how integrations can bolster the contact centre.
CSM Magazine
NOVEMBER 27, 2020
With home-working becoming the norm, a recent webinar, hosted by Insurance Post, asked representatives from Zurich Insurance, Tesco Underwriting, Canopius, and SAS whether they believed traditional contact centres would ever return. Can Tech Keep Customers Close While Colleagues Work Remotely?
Comm100
NOVEMBER 15, 2022
Contact centres are recognizing the restraints of telephone support and incorporating digital channels as they look to digitalize their operations. Book a chat with Comm100 to learn how you can integrate our digital platform into your software to provide your customers with an omnichannel offering. appeared first on Comm100.
CSM Magazine
FEBRUARY 1, 2024
The Wellbeing Companion is an app which analyses live, anonymised data to assess the impact of the contact centre environment, culture and workload on an adviser’s wellbeing. He added: “The Wellbeing Companion meets the challenges of modern work life in the contact centre head-on. Voting is open now until March 11th, 2024.
CSM Magazine
NOVEMBER 3, 2022
Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. In the latest State of the Contact Centre Report the vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty. The Big Disconnect.
NICE inContact
SEPTEMBER 10, 2019
For contact centres we know there are cost savings opportunities, as a chat with a live agent can cost $6-12 per interaction, compared to self-service which can cost as little as 25 cents. Self-service is an important facet for creating a seamless customer experience. Forrester ).
Eptica
SEPTEMBER 3, 2020
Date: Thursday, September 3, 2020 Author: Jeremy Payne, Group VP of Marketing & Alliances of Enghouse Interactive Turning a crisis into an opportunity: greener and more sustainable contact centres. Research from Exony found that staff commuting to and from UK's call centres generate an annual 1.3
Michel Falcon Experience
FEBRUARY 27, 2020
the company welcomed a new leader to my department, the call centre. call centre consisted of a team of 100 call centre agents (not all scheduled at the same time) answering 1,000,000 calls per year (if my memory serves me correctly). A few people were making $100,000 per year as call centre professionals. The Scenario.
Vonage
JANUARY 16, 2017
Contact centres act as the front-line for many businesses. Operating at their best, contact centres play a fundamental part in creating a positive customer experience. It’s the job of the contact centre manager to oversee the balancing act that makes or breaks a call centre’s success. Listen to feedback from your agents.
CSM Magazine
FEBRUARY 7, 2023
It also uncovered that 3 in 5 consumers would switch brands due to negative contact centre experiences. Some contact centres will batten down the hatches and strive for operational efficiency. Some contact centres will batten down the hatches and strive for operational efficiency. Calabrio is a trusted ally to leading brands.
CSM Magazine
FEBRUARY 28, 2024
When I joined Sabio, we were a team of just 30 people focused on solving problems in the contact centre market. Early Days and the Founding Principles Sabio’s origins date back to 1998 when the founders chose to concentrate on the contact centre space, recognising its immense potential. How did we get here?
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