Top Three Myths of Hiring Remote Contact Center Agents

NICE inContact

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture.

Implement Continuous CX Improvements in Your Contact Center

NICE inContact

In the second episode, Building Continuous CX Improvements in Your Contact Center, Nate Brown, co-founder of CX Accelerator, shared his expertise regarding how to build an all-star contact center. Tune in and begin transforming your contact center today.

11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks.

Guest Blog: “Zhuzhing Up” Humans in the Contact Center

ShepHyken

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. The calls that do go through to the contact center agent are for more critical interactions — involving complexities, emotions or higher values.

Tortoise or Hare – Which One Best Describes Your Contact Center?

CSM Magazine

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’. to right-size your contact center.

ICMI Contact Center Expo: The Top 10 Sessions You Won’t Want to Miss

StellaService

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands.

The Role of the Contact Center Manager

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward strategy

It Turns Out, Customers LIKE Email

NICE inContact

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. What is surprising is the number of companies that I work with that are only routing voice interactions via their contact center solution.

Removing the Barriers: The inContact Connector for Skype™ for Business

NICE inContact

Do you sometimes have the impression that your contact center is an “island” in the sea of your company? Do your agents feel like they are “stranded”, all on their own, relying on the proverbial “message in a bottle” to communicate with anyone outside of the contact center?

Are Call Centers Going Away?

Brad Cleveland

Call Center Contact Center Customer Service Videos Brad Cleveland strategy

How to Achieve Personalized Customer Service with AI Tools

TechSee

Retail giant Amazon has been leading the industry’s CX personalization efforts since 2013. . AI in Customer Service AI in call center Bots Call Center Call Center Analytics call center innovation chatBots Computer Vision contact center Customer Satisfaction Customer Service Virtual Technicia

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The Value Call Centers Create

Brad Cleveland

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Pressure Test Your Service Operation

Brad Cleveland

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Call Centers Can Be Any Size

Brad Cleveland

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Agent Group Structure

Brad Cleveland

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Reports Must Tell the Truth

Brad Cleveland

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Top Trends in Technology

Brad Cleveland

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Do You Hire for Skills or Affinity for Service?

Brad Cleveland

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Building a More Effective Organization

Brad Cleveland

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My Passion for Customer Service

Brad Cleveland

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The Challenges Our Clients Face

Brad Cleveland

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Is the Customer Always Right?

Brad Cleveland

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Why Some Call Centers are Better than Others

Brad Cleveland

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Best Advice I Have Ever Given

Brad Cleveland

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Supporting Every Channel of Communication

Brad Cleveland

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Empowerment is Not Enough

Brad Cleveland

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Our Customers are Driving Innovation

Brad Cleveland

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Acquiring the Right Data

Brad Cleveland

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The Components of a Good Forecast

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward strategy

Paying Attention to the People with Kate Nasser

Andrew Maher

What one suggestion would you give to a business owner, VOC leader, customer experience manager, contact center supervisor who might be listening to this now on how they might improve the online customer experience? Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company.

Communicating with Senior Management

Brad Cleveland

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A Case Study in Improvement

Brad Cleveland

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Perspective on Social Media

Brad Cleveland

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Customer Service Accessibility

Brad Cleveland

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First Call Resolution

Brad Cleveland

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The Secret to a Great Customer Service Operation

Brad Cleveland

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Return on Customer Relationships

Brad Cleveland

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