COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition.

Call Center 95

Call Center Contact Center Employee Engagement Gamification 95

Upstream Works

JANUARY 20, 2023

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. CX Trend: Make it Personal A weak economy impacts everyone, so it is important for contact centers to understand how this impacts their customers.

Trends 78

Trends Contact Center Consumers Technology 78

TechSee

DECEMBER 9, 2020

One area with tremendous potential for benefit is when enterprises implement contact center RPA. RPA in Contact Centers. A standard contact center is chock full of repetitive and dull tasks that are definitely necessary but rarely require a human level of decision making.

Contact Center 109

Contact Center Contact Center Workflow Case Study Tips 109

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Trends 78

Trends Contact Center Customer Journeys Touchpoint 78

Magellan Solutions

NOVEMBER 7, 2023

Did you know that global spending on outsourcing is predicted to hit $731 billion this year, 2023, from the $92.5 Let’s explore the signs of when do you need to outsource a call center. Demand for 24/7 Support A deciding factor for businesses when to outsource to a call center is if they need round-the-clock support.

Call Center 52

Call Center Competitive Advantage Financial Software 52

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. In 2023, it will become table stakes. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Noise Suppression.

Virtual Agent 78

Virtual Agent Trends Self Service Customer Experience 78

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Not even the best salesmen in the universe can make a difference if the calls or contact attempts are not being answered. And no wonder. And no wonder.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

NobelBiz

MARCH 14, 2023

Debt collection agencies and contact centers are subject to strict regulations and laws governing their operations. One of the major issues faced by debt collection agencies and contact centers when it comes to compliance is the lack of the right solutions to be compliant. And pay extra attention to it.

Contact Center 52

Contact Center Call Recording Call Center Guidelines 52

NobelBiz

FEBRUARY 21, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Beyond adhering to data privacy laws and regulations, contact centers should implement better practices for enforcing customer data security and protection. Why customer data privacy and security matter for contact centers?

Contact Center 52

Contact Center Data Management Contact Center Software 52

NobelBiz

FEBRUARY 15, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Beyond adhering to data privacy laws and regulations, contact centers should implement better practices for enforcing customer data security and protection. Why customer data privacy and security matter for contact centers?

Contact Center 52

Contact Center Data Contact Center Software Management 52

Call Experts

APRIL 8, 2024

Call Experts of Charleston, SC, has been honored with the exclusive ATSI 2023 Award of Excellence for the 14th year. Call Experts was presented with the award at ATSI’s 2023 conference in Atlanta, GA. Now a fourteen-time winner , Call Experts earned the Diamond Plus Award. says Call Experts CEO Abby Leibowitz.

Telecommunications 52

Telecommunications Call Center Contact Center Conference 52

NobelBiz

FEBRUARY 15, 2023

Reaching out to potential consumers in some form, whether it be via social media, SMS, webchat or phone contact, is the first order of business in any call center. A poorly managed opening of a new communication channel can have a negative impact on both customer satisfaction and call center. predicted for 2022.

Call Center 52

Call Center Communication How To Omni-Channel 52

Amplifai Coaching Category

JANUARY 30, 2023

It starts with data analysis, optimizing customer experiences, streamlining processes, adapting to change, and supporting and training your call center employees. How can you improve efficiency during an economic downturn?

Contact Center 52

Contact Center Resources Call Center Analysis 52

NobelBiz

AUGUST 22, 2023

Tailored exclusively for contact centers, the VOIP solution from NobelBiz ensures the lowest cost-per-minute, seamlessly directing calls through optimal routes. The NobelBiz Voice Carrier Network is purpose-built to accommodate high-volume calls essential for contact centers.

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. That’s equal to 9% of global GDP.

Contact Center 78

Contact Center How To Call Center Gamification 78

Uniphore

AUGUST 12, 2021

The same holds true in the contact center. By 2023, customers will prefer to begin 70% of self-service requests with conversational voice interactions. By 2023, customers will prefer to begin 70% of self-service requests with conversational voice interactions. What Alexa's Smart Display Can Teach Your Call Center.

User Experience 246

User Experience Virtual Agent Self Service Contact Center 246

Think Customers

SEPTEMBER 21, 2022

These opposing criteria can strain contact center operations and effect their ability to provide customer service at the desired level. But, is that good strategy to meet the current moment and prepare for 2023? In turn, this can increase stress for contact center associates. EX will be key for 2023.

Financial 52

Financial Contact Center Banking First Call Resolution 52

TechSee

SEPTEMBER 3, 2019

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations.

Contact Center 84

Contact Center Self Service Contact Center Software B2C 84

NobelBiz

NOVEMBER 20, 2023

The system should offer features like call forwarding, ensuring continuity in your communication even when you’re away from the desk​​. NobelBiz OMNI+ is a comprehensive omnichannel contact center solution designed to enhance customer interactions across diverse channels, including voice, email, chat, and social media.

System 103

System Communication Contact Center Self Service 103

NobelBiz

NOVEMBER 2, 2020

The customer should always be the primary focus of a call center. Be it an inbound, outbound, or even hybrid model, all businesses in the Contact Center industry should put CX first and everything else second to third. So how come there are still plenty of call centers out there struggling to provide decent CX?

Call Center 52

Call Center Customer Centricity First Call Resolution How To 52

Brad Cleveland Blog

JUNE 1, 2023

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us.

Contact Center 26

Contact Center Management Multi-Channel Customer relationships 26

Brad Cleveland Blog

JUNE 1, 2023

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us.

Contact Center 26

Contact Center Management Multi-Channel Customer relationships 26

Think Customers

MARCH 2, 2023

Whether 2023 will usher in a mild recession or just an economic downturn, no one knows. Workforce reductions are tempting in the face of economic headwinds but technology and customer experience experts urge contact center leaders to take the long view, and resist. are getting louder by the day.

Self Service 52

Self Service Contact Center Average Handle Time Roadmap 52

Call Experts

JUNE 22, 2023

Call Experts of Charleston, SC, has been honored with the exclusive ATSI 2023 Award of Excellence for the 14th year. Call Experts was presented with the award at ATSI’s 2023 conference in Atlanta, GA. Now a fourteen-time winner , Call Experts earned the Diamond Plus Award. says Call Experts CEO Abby Leibowitz.

Telecommunications 52

Telecommunications Call Center Contact Center Conference 52

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. Call centers typically see ~70% or more of their first-year attrition within the first 90 days.  Onboarding is a “danger zone” for attrition.

Employee Engagement 78

Employee Engagement Contact Center Training Call Center 78

Playvox

OCTOBER 20, 2023

Measuring how happy (or unhappy) customers are with your brand, service, support, and products — also known as customer sentiment — is challenging in an omnichannel contact center. How do you “read the customer” in texts and chats? What is Customer Sentiment Analysis? The important part is to get started.

Analysis 82

Analysis Contact Center Effort Score How To 82

NobelBiz

AUGUST 18, 2020

The call center can be a wonderful place to work in, full of positivity and great people. And in the contact center world specifically, things get even messier. We’ve interviewed some of the brightest, most experienced minds in the call center on how to manage a call center efficiently.

Call Center 52

Call Center Management Gamification How To 52

ShepHyken

JANUARY 22, 2023

6 Contact Centre Initiatives You Can’t Ignore by Call Centre Helper (Call Centre Helper) Here are some of the top initiatives contact centre managers need to be keeping a close eye on, to avoid their operations being left behind. It starts with the important topic of keeping your best people.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

NobelBiz

JULY 4, 2023

AI in the context of the contact center world isn’t really a ‘wow’ feature anymore. According to a report by Mordor Intelligence , the AI market in call center applications is anticipated to witness a CAGR of 25.8% over the forecast period (2023 – 2028).

Interaction 52

Interaction Call Center Engagement Contact Center 52

NobelBiz

DECEMBER 19, 2022

Our mission is to help contact centers worldwide achieve their maximum productivity potential and provide our clients and the market with all the necessary tools to succeed. NobelBiz OMNI+ has been awarded the High Performer Badge , ranking #36 in the Contact Center Category.

Report 52

Report Contact Center Contact Center Software Call Center 52

ShepHyken

MAY 22, 2023

This has always been seen as high-potential technology, but in the last few months, it has been used in a more demonstrative way to address challenges faced by contact centers, especially in the post-pandemic environment. How does ChatGPT affect call centers? What are the advantages of self-service systems?

Self Service 62

Self Service Net Promoter Score Customer Service Contact Center 62

Interactions

APRIL 16, 2024

. “Customer service innovation, including the emergence of generative AI and conversational AI enhancements, provider go-to- market changes and a volatile economic environment are expected to drive contact center investment.” But, the metrics that matter most are unique to your business.

Customer Care 62

Customer Care Self Service Omni-Channel Metrics 62

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. This is not a promising scenario for contact centers looking to make customer experience (CX) a differentiator for their company.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. This is not a promising scenario for contact centers looking to make customer experience (CX) a differentiator for their company.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

COPC

MAY 22, 2023

May 18, 2023 — COPC Inc. and leaders from various industries recognized the need for structured processes and measurements for buyers of outsourced contact center services. began by helping call centers improve their performance. WINTERPARK, Fla., About COPC Inc. Founded in 1996, COPC Inc.

Contact Center 52

Contact Center Guidelines Call Center Groups 52

Upstream Works

DECEMBER 14, 2022

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. In that context, the use cases for AI expand as the contact center would now be taking more of an end-to-end approach with customers.

Contact Center 78

Contact Center Self Service Chatbots Analysis 78