TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. Computer vision is the technology that enables computers to see, recognize and process images in the same way as humans – and then some. Over the past few years, computer vision AI has emerged as a key customer-facing technology in both the B2C and B2B realms.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

Advantage Communications

MARCH 9, 2021

Successful customer service programs rely on highly-skilled customer service agents and innovative technologies to achieve world-class customer experiences. On top of that, however, they also need to focus on analytics.

Average Handle Time 98

Average Handle Time Analytics Innovation Technology 98

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy. What Is A Remote Work Policy?

Contact Center 74

Contact Center Policies Guidelines Average Handle Time 74

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

NICE inContact

AUGUST 13, 2019

A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! The best WFM technology and forecasting algorithms in the market won’t help if you’re historical data set is not appropriate, complete, or accurate!

Contact Center 136

Contact Center Data Management Average Handle Time 136

NICE inContact

AUGUST 13, 2019

A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! The best WFM technology and forecasting algorithms in the market won’t help if you’re historical data set is not appropriate, complete, or accurate!

Contact Center 136

Contact Center Data Management Average Handle Time 136

NICE inContact

NOVEMBER 14, 2018

In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. Explain how a contact center upgrade will improve KPI’s. Here is a quick example.

Contact Center 120

Contact Center Average Handle Time Financial CRM 120

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. During the best of economic times, it’s a smart business practice. Here’s the blueprint for achieving greater agent productivity in your call center.

Contact Center 74

Contact Center Measurement Call Center How To 74

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Call Center Management Gamification 52

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

Call Experts

FEBRUARY 24, 2022

Companies would have all the resources they needed to operate a BPO contact center in-house in a perfect world. Many companies migrate to BPO contact centers for their customer service needs. BPO contact centers help businesses increase productivity, grow their customer base, and improve customer experience.

Contact Center 105

Contact Center Call Center How To Multi-Channel 105

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Companies now have to invest in data, technology, and omnichannel communication to supplement the lack of contact in the voice strategy. And no wonder. And no wonder.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

NICE inContact

SEPTEMBER 6, 2016

As cloud communications companies like RingCentral and inContact have matured, the contact center world has been seeing an increasingly rapid move to the cloud. Taken together, these two movements are bringing about real change in the contact center. I came away from that call a more satisfied customer.

Contact Center 120

Contact Center Average Handle Time Insurance Conference 120

Playvox

APRIL 5, 2022

But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. How do you build a high performance contact center? These enable you to make progress on your most pressing challenges and transform into a high performance contact center. Perhaps not.

Contact Center 77

Contact Center Net Promoter Score Effort Score Metrics 77

Call Experts

JULY 28, 2022

Contact center support is a vital part of any business. A contact center can help save you time and money while delivering outstanding service to your customers. The right contact center will improve customer satisfaction , which leads to increased sales and profitability. What Is A Contact Center?

Contact Center 52

Contact Center Call Center Knowledge Base Customer Satisfaction 52

Think Customers

JANUARY 18, 2022

Leading contact centers understand that each person and tool has its strengths and weaknesses, and create a better customer experience when combined appropriately. To better understand this, let’s dive into the human and robotic makeup of a modern contact center. What is a contact center associate?

Contact Center 52

Contact Center Chatbots Self Service Average Handle Time 52

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. This difficulty includes finding contact center agents. There are creative measures every call center can take to address agent staffing shortages. Higher queue times. Don’t despair.

Contact Center 73

Contact Center Self Service Management Abandon Rate 73

TechSee

OCTOBER 22, 2019

Contact centers are perfectly placed to predict imminent customer queries. With 40% of all calls considered “next issues” following initial contacts, NIA is now a critical strategy for reducing customer effort, reducing pressure on contact centers and increasing loyalty. Deploy effective technology.

Contact Center 84

Contact Center Self Service Effort Score Average Handle Time 84

TechSee

AUGUST 14, 2018

This article underlines the value of DSS in customer service and focuses on the potential computer vision brings to call/chat centers, where providing a positive customer experience (CX) at scale is critical to success in the current competitive business climate. Current state of DSS in contact centers.

Contact Center 95

Contact Center System Average Handle Time Virtual Agent 95

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. It’s our thing. So, of course, we’re biased.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

TechSee

FEBRUARY 23, 2023

In response, many leaders in the industry are investing in increasing the skill levels of their contact center agents, often referred to as upskilling. There is a substantial investment from support leadership, often enabling greater agility of contact center resources as agents can support a broader catalog of products.

Contact Center 124

Contact Center Average Handle Time Training Video 124

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Gamification 122

Talkdesk

DECEMBER 30, 2019

With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. Resolution 5: Get the Right Technology for the Job.

Contact Center 61

Contact Center Average Handle Time First Call Resolution Competitive Advantage 61

NobelBiz

FEBRUARY 7, 2022

In broader terms, customers can interact with their favorite brands using this technology. Contact Center Customer Experience always starts with how a customer feels before knowing how a particular technology works. And the premise of how customers feel when they call your contact center starts from your IVR messaging.

Contact Center 52

Contact Center Omni-Channel Average Handle Time Consumers 52

TechSee

NOVEMBER 10, 2020

Assisting customers using visuals can add efficiency and significantly cut costs in three areas of customer service: the contact center. Visual Assistance in the Contact Center. Visual assistance bridges the visual gap between customers and contact centers. field services. self-service.

Self Service 207

Self Service Customer Service How To Contact Center 207

TechSee

JUNE 11, 2019

Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance.

Self Service 117

Self Service Technology Customer Service Contact Center 117

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

eGain Blogs

FEBRUARY 27, 2018

Geoffrey Moore wrote about the dreaded “chasm” in his hi-tech marketing bible, Crossing the Chasm , where technologies go to die if they don’t gain traction among mainstream buyers, and Gartner talks about the “trough of disillusionment” in their hype cycle, where many technologies perish or take years to get out of, if at all.

Contact Center 63

Contact Center Net Promoter Score Average Handle Time ROI 63

Talkdesk

FEBRUARY 4, 2021

Boost CX and operational efficiency with the right set of metrics and smart additions to your contact center tech stack. By now, many contact center agents have settled into their new remote work routines, and research shows that they may be in it for the long haul. Meanwhile, a broad economic recovery remains uncertain.

Abandon Rate 87

Abandon Rate Metrics Technology Contact Center 87

Uniphore

NOVEMBER 16, 2021

Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). Banking contact center interactions are expected to remain elevated through 2024. And shift we did.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

NobelBiz

FEBRUARY 21, 2023

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. Presented using reports to monitor a contact center’s performance over time.

Contact Center 52

Contact Center Report Analytics Self Service 52

NobelBiz

FEBRUARY 22, 2023

The data collected, measured, and analyzed for contact centers is an absolute gold mine. This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. These reports also boost your call center and business intelligence by providing actionable data.

Contact Center 52

Contact Center Analytics Data Call Center 52

Stella Connect

NOVEMBER 2, 2021

Just as they need a good grasp of products, policies, promotions, and technology, the agents on your customer service team also need to be prepared for the several types of inquiries they’ll likely face regularly from Black Friday through the end of the year. Know What Types of Inquiries to Expect. Make Policy Exceptions When Appropriate.

Contact Center 88

Contact Center Policies Average Handle Time First Call Resolution 88

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. and “Do you have the right people and technology in the right places?”

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Interactions

APRIL 17, 2019

Companies have adopted new technologies in their contact centers to support a more customer-first approach. Contact centers, before this change in focus to customer experience, had a straightforward goal: to handle as many calls as possible, as quickly as possible. Traditional Contact Center KPIs.

Contact Center 54

Contact Center Measurement Self Service How To 54