Talkdesk

APRIL 9, 2020

To slow the spread and help healthcare providers, public health specialists have recommended social distancing and self-isolation. This phenomenon is referred to as flattening the curve, designed to reduce the spread of the virus, slow the progress, lower its maximum reach and impact on public health.

Contact Center 80

Contact Center Abandon Rate Healthcare Sports 80

Uniphore

MAY 20, 2020

Business processes and workforce management considerations that were unthinkable a few short months ago, contact center leaders are revisiting. Call centers have become frontline workers in the wake of COVID-19. To that end, public health officials and business leaders are sharing knowledge and resources like never before.

Contact Center 264

Contact Center Call Center Resources Management 264

Playvox

NOVEMBER 18, 2021

The pandemic permanently changed the contact center landscape. Globalization and a younger workforce that prioritizes work-life balance are forces that likely would have compelled contact centers to gradually adopt a work from anywhere agent model. Benefits of Cloud Based Contact Center Solutions.

Contact Center 52

Contact Center Software eBook Omni-Channel 52

TechSee

AUGUST 14, 2023

He’s been featured in top-tier publications such as The Wall Street Journal, Forbes, CNN Money, the New York Times, as well as on major television networks. He is currently the Strategy & Optimization Czar at Call Design North America (CDNA), the leader in workforce management solutions for contact centers.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

VDS

SEPTEMBER 28, 2023

Transitioning your contact center to Genesys Cloud can be a daunting task, but with the right strategies, it can be a seamless process. In this article, we will provide you with a step-by-step guide on how to smoothly transition your contact center to Genesys Cloud without any disruptions. Why Migrate to Genesys Cloud?

Contact Center 52

Contact Center Strategy Roadmap System 52

InMoment XI

DECEMBER 22, 2022

This is one of the most important stages that is often overlooked, as you have one shot upfront to invest the time, energy, and resources into getting your program right from the start. Web chat transcripts : These notes might show how many people have contacted you asking for more details, stock levels or sneaker quality in the past.

Voice of Customer 558

Voice of Customer Examples Strategy Net Promoter Score 558

Think Customers

JULY 1, 2020

The contact center industry has always needed to look forward. An overwhelming at-home workforce and consumer base forced the contact center industry to enforce temporary innovations to handle surging volume and traffic. Distributed contact center workforces The crisis completely turned work on its head.

Contact Center 52

Contact Center Self Service Healthcare Chatbots 52

InMoment XI

MARCH 5, 2024

Customers who speak with contact center agents often provide key pain points that they need to be able to identify. When customer data comes in the form of social media posts, reviews, or survey responses, it can be analyzed to gauge public sentiment toward products, services, brands, or events.

Data 260

Data Customer Experience Social Media Analysis 260

Calabrio

JULY 28, 2020

Christine Kolbeson is Senior Manager of Business Operations at Rackspace, a leading provider of expertise and managed services across all the major public and private cloud technologies. The organization has 4 contact centers employing 1600 agents handling calls, chats, and tickets. Reduced queue backlogs by 41 percent.

Net Promoter Score 200

Net Promoter Score Contact Center CRM Resources 200

COPC

DECEMBER 17, 2021

The care needed when it comes to mental health in the workplace most often falls onto the backs of management and Human Resources (HR) divisions. Collectively, the public and private sector must work together to motivate change. The post Why Your 2022 Human Resources Plan Needs to Include Mental Health appeared first on COPC Inc.

Resources 52

Resources Healthcare Culture Contact Center 52

Think Customers

APRIL 6, 2020

Contact centers and customer service organizations play a critical role in enabling those human connections. They are on the front line of a brand’s relationship with customers and the public. Contact center agents truly are the lifeblood of our new reality, when things are fluid and unpredictable. And that’s ok.

Contact Center 52

Contact Center Connections Insurance Telecommunications 52

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’. It all comes down to the basics so let’s start with how contact centers measure.

Contact Center 56

Contact Center Self Service Average Handle Time Travel 56

Eptica

OCTOBER 31, 2018

Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. Author: Pauline Ashenden - Marketing Manager Driven by budget pressures and rising expectations from citizens public sector organizations are currently undergoing a major change.

Self Service 66

Self Service Customer Experience Social Media Chatbots 66

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. What does a “rooms per shift ratio” have to do with contact center operations, you might ask? What are you looking for in a contact center partner? We want to hear from you.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. Are you wondering which channels should receive the majority of your resources? appeared first on Shep Hyken.

Contact Center 82

Contact Center Customer Journeys Feedback Tools 82

NICE inContact

JANUARY 7, 2019

When it’s time to upgrade your contact center to the cloud, one of the biggest headaches is doing the homework on viable solutions. In their 32-criterion evaluation of cloud contact center providers, Forrester identified the 11 most significant vendors and researched, analyzed, and scored them. Plan for 2019 trends.

Contact Center 120

Contact Center Omni-Channel Report Trends 120

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. For more information about other AWS CCI capabilities, see Contact Center Intelligence. He has held a wide range of technical roles and enjoy showing customer’s art of the possible.

Chatbots 94

Chatbots Self Service Omni-Channel Contact Center 94

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. When customers call your contact center, their issues are likely urgent or complex. . #2:

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. When customers call your contact center, their issues are likely urgent or complex. . #2:

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. So, without further introductions, let’s go ahead and get started.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Comm100

MARCH 16, 2022

The gap between customer service in public and private sectors is vast. However, even within this complex system, there are many ways that the public sector can improve customer experience (CX) and meet their citizens’ high service expectations. On the one hand, there are rising public expectations and pressure to improve.

Government 191

Government Customer Service Chatbots Effort Score 191

Experience Investigators by 360Connext

MARCH 23, 2021

Today, leaders have more expectations with fewer resources. Visit your contact center when you feel out of touch. See if you can listen in, talk directly to your contact center agents, and get a pulse on where customers are seeking support.I And who can blame you? Time is limited and people are pressured.

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

TechSee

MARCH 9, 2020

Visual Remote Assistance rescues contact centers in times of crisis. Visual Assistance helps contact centers reduce technician dispatch rates and enables customers to resolve more issues by themselves. The field service industry relies heavily on highly specialized human resources.

Travel 136

Travel Contact Center Transportation Video 136

BlueOcean

OCTOBER 17, 2023

Implementing ESG standards requires tremendous resources, long-term investment, and sometimes an entire overhaul of a company’s infrastructure and processes. Although they may be committed to equitable and ethical practices, it takes extra resources they don’t have to gather and interpret the data that can actually prove their ESG efforts.

How To 177

How To Government Guidelines Effort Score 177

Avaya

MAY 4, 2016

With happiness being a key focus in Dubai, government agencies are looking towards contributing to the goal of raising the quality of life of customers and ensuring public happiness. The post Next time you visit Dubai, take a public transport appeared first on Avaya Connected Blog.

Transportation 40

Transportation Omni-Channel Multi-Channel Self Service 40

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. To integrate QnABot with Amazon Connect , see Connecting QnABot on AWS to an Amazon Connect call center.

Self Service 103

Self Service Contact Center Multi-Channel Knowledge Base 103

BlueOcean

FEBRUARY 14, 2018

Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. We’ve come a long way since then with social having earned its rightful place in the channel choice of both customers and contact center service providers.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

ShepHyken

JANUARY 31, 2022

Each week I read many customer service and customer experience articles from various resources. The web has made it easier than ever to switch providers or brands, and easier again to publicize poor service. State of the Contact Center 2022 by Fonolo. Here are my top five picks from last week. by Sam Bradley.

Customer Service 64

Customer Service Contact Center Trends Loyalty 64

BlueOcean

FEBRUARY 25, 2019

The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals. Another Stevie judge remarked “Alignment around quarterbacks simplified and funneled resources. This is Blue Ocean’s second Stevie Award.

Customer Service 136

Customer Service Effort Score Contact Center Insurance 136

BlueOcean

MAY 23, 2017

Your customer care team members, including frontline agents, are critical resources in helping to decide how and what to automate. Although Apple has a wealth of customer support channels, many people will turn to public forums before they go to Apple’s website, store or phoneline. Think of your iPhone or iMac for a moment.

Omni-Channel 228

Omni-Channel Customer Service Customer Journeys Call Center 228

Comm100

FEBRUARY 5, 2018

It can be easy to get confused about the definition of a knowledge base, since it can encompass both a customer-facing self-service tool and an employee-facing internal resource, as well as potentially acting as both at the same time! For the HR example above, you might consider making recruitment information public.

Knowledge Base 102

Knowledge Base Self Service Contact Center e-support 102

Education Services Group

JULY 22, 2021

Q2 2021 client expansions: Global contact center software leader. Fortune 500 global public IT Enterprise. Public data storage hardware and software company. High-growth Human Resources technology platform. Q2 2021 new clients: Business information market leader. Medical billing and consulting firm.

Customer Success 52

Customer Success Wireless Contact Center Software Consulting 52

Playvox

MARCH 7, 2024

Surveys and focus groups allow you to determine the needs of your teams, opportunities for improvement, and existing resources to create a long-term strategy. Encourage the promotion of audiovisual or written resources that can spark conversations, from a podcas t or an article.

Culture 87

Culture Policies Leadership Guidelines 87

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Training Chatbots 84

Think Customers

AUGUST 9, 2021

Other front-office departments may include public relations, marketing, and the contact center. Unattended Robotic Process Automation (RPA) removes humans completely to speed up efficiencies and makes contact center agents available for more complex customer centric interactions. Learn more.

Contact Center 52

Contact Center Average Handle Time How To Hotels 52

Think Customers

JULY 29, 2022

“By looking at the CX lifecycle though granular intents, companies can 1) benchmark where they are strong/blemished, 2) identify where a human touch in a contact center helps/over-indexes the needs of a customer, and 3) solve for customers’ CX needs with surgical precision.”

Data 59

Data Apparel Automotive Tourism 59

NICE inContact

DECEMBER 5, 2017

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight.

Contact Center 240

Contact Center Tips Gamification Culture 240