CSM Magazine

OCTOBER 30, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio company, says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences.

Customer Experience 40

Customer Experience Self Service Contact Center Average Handle Time 40

Talkdesk

MAY 11, 2015

What started out as a simple communications center has evolved into an interactive hub where, aided by advanced tools like business intelligence and comprehensive analytics, companies can meet and exceed the needs of customers across any number of communication channels like chat, email, social media and text messaging.

Call Center 40

Call Center Software Average Handle Time Call Recording 40

Kustomer

AUGUST 8, 2022

Throughout his career, Richards has been committed to helping companies continually improve by understanding the data and customer experience. Listen to the full podcast below for his valuable insights on how companies can transform their support function from a cost center into a revenue driver. Data Is Not The Issue.

Customer Service 98

Customer Service How To Call Center Contact Center 98

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. This, in turn, aids in training agents, tailoring responses, and improving overall customer satisfaction.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Kustomer

JULY 16, 2020

Steve is the co-founder of ExecVision and he has founded other sales performance improvement companies. Throughout his career, he’s been committed to helping companies continually improve by understanding the data and the customer experience. It is in analyzing and applying the data where companies typically miss the mark.

Customer Service 52

Customer Service How To Call Center Contact Center 52

Call Experts

NOVEMBER 18, 2021

Automating and streamlining your customer experience will bring considerable benefits to your organization. The advent of contact center technology solutions allows companies to reach out to customers in new ways. To begin with, contact centers offer a contact base a service, product, support, or the company itself.

Contact Center 98

Contact Center Technology Self Service Average Handle Time 98

Pointillist

MARCH 1, 2019

There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years. However, customers usually escalate to voice calls when companies are unable to resolve issues through digital channels. Both of these methods have severe limitations.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

NobelBiz

MAY 24, 2022

Companies have to adjust to the new reality of remote work while still meeting market demands. Managing call center agents remotely has become a true challenge for the industry. These might be qualitative goals that assure consumer happiness (for example, a need for higher FCR First Call Resolution rates).

Call Center 52

Call Center Tips Virtual Call Center Management 52

Pointillist

MARCH 1, 2019

There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years. However, customers usually escalate to voice calls when companies are unable to resolve issues through digital channels. Both of these methods have severe limitations.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

NobelBiz

AUGUST 11, 2022

Because they are all hosted in the cloud, these solutions make it simple to form remote or multi-location teams and quickly set up a virtual call center. Companies have little option but to adapt to telecommuting demands, whether they stem from medical issues or a simple desire for employee comfort.

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52

Smith+co CX

DECEMBER 12, 2016

This was the response from parent company executives, a few years back, when I was involved in setting up a new contact centre. We were asking our new starters to do a role that wasn’t just new to our company, but was also in an area that the staff didn’t have exact experience in. Were the parent company execs right?

Management 28

Management Average Handle Time Culture Call Recording 28