Talkdesk

JULY 20, 2020

As the pandemic continues and fully remote operations become “the new normal”, organizations must reevaluate their virtual call center approach and determine the best strategy for its implementation. Enterprises must consider the implications of a full-time transition from a physical to a virtual contact center.

Virtual Call Center 93

Virtual Call Center Call Center Contact Center Guidelines 93

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

Talkdesk

DECEMBER 10, 2020

Migrating a contact center to the cloud can drive your digital transformation program forward. Identify the business opportunity Before building a case, consider the impact of moving to a cloud contact center for your business. Read on to learn exactly how to do that. Think about the benefits (e.g.,

Contact Center 115

Contact Center How To Transportation Roadmap 115

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Empowering your team.

Self Service 100

Self Service Contact Center Call Center Training 100

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Empowering your team.

Self Service 100

Self Service Contact Center Call Center Training 100

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Empowering your team.

Self Service 100

Self Service Contact Center Call Center Training 100

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. The post Computer Vision in the Call Center – The New CX Frontier appeared first on Techsee.

Call Center 84

Call Center Self Service Contact Center Analysis 84

Calabrio

JULY 29, 2016

Smart contact center leaders know that the benefits of a strong quality assurance program stretch far beyond the walls of the contact center. By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience.

Contact Center 100

Contact Center Self Service Analytics Omni-Channel 100

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. Read about these three emerging outsourcing priorities in the blog post written in conjunction with our Optimizing Pandemic Contact Center Outsourcing Relationships workshop.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

SaleMove

MAY 14, 2021

In response to consumer demand, Decision Research reports that in 2020 many P&C insurers “improved customer service areas such as self-service portals for policyholders, designed more user-friendly websites and apps, and optimized their call centers to manage additional doubts and concerns from policyholders.”.

Insurance 52

Insurance Self Service Contact Center Call Center 52

Talkdesk

MAY 22, 2020

Using my experience of switching contact center provider to Talkdesk® as an example, the following three ways of data gathering were particularly helpful: Other professionals: What challenges did they face? White papers: What research already exists? I made sure to note the outcomes.

Contact Center 94

Contact Center Comparison Call Center Data 94

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. Scoring an “Ok” Satisfaction Rating Isn’t Enough.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

COPC

MARCH 11, 2022

Contact centers have not been immune to this phenomenon. Attrition and recruiting difficulties are not new to contact centers, and strategies to combat this have been developed and honed over the years. However, there is still a possibility that labor issues are unique to that call center. work-life balance.

Contact Center 85

Contact Center Conference Training Call Center 85

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management.

Contact Center 52

Contact Center Call Center Training Management 52

Magellan Solutions

JULY 28, 2021

Philippines Outbound Call Center Creates Effective Script to Interact with Your B2B Clients. When your agent performs a cold call to your potential clients, they only have 3 to 5 seconds to catch their attention. White Papers. Call Center Outsourcing Philippines Nurture Your Leads Before Forwarding to Sales Team.

B2B 52

B2B Call Center Social Media Omni-Channel 52

Comm100

OCTOBER 17, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. The “bad” pile almost always ends up in the office and gets added to the pile of snacks and junk food found in call centers around the world! Is your contact center guilty of these sins? Read on to see how many you recognize!

Customer Service 123

Customer Service Social Media Customer Satisfaction Customers 123

LiveChat

NOVEMBER 16, 2018

Content may be of many different types – blog posts, videos, white papers, case studies, and more. Minimize Calls to Customer Service – Offer Alternatives. The contact center or call center is usually the most expensive cog in the customer service wheel for most companies. is definitely the blog post.

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Here are five key takeaways, in no specific order, to improve contact center performance.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Avaya

AUGUST 25, 2017

This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed.

Communication 64

Communication System Analysis Software 64

Avaya

AUGUST 25, 2017

This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed.

Communication 53

Communication System Analysis Software 53

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. Considering that contact centers today hold immense repositories of customer data, processing this information is no simple feat.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

Help Scout

AUGUST 11, 2021

Call Center. Contact Center. Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. White papers.

Customer Service 82

Customer Service eBook Leadership Resources 82

Magellan Solutions

AUGUST 11, 2021

Determine telemarketing call center Philippines objectives. Here you will outline your Philippines outbound call center campaign plan. For example, receiving your value-packed email newsletter, a sale price, a free trial to a software product, a white paper, a spot in an important seminar. .

ROI 52

ROI Call Center Measurement Contact Center 52

Interactions

JANUARY 6, 2022

With the labor shortage, the continued pandemic, and the status quo of the contact center, 2022 is the year that technology will take the lead in customer conversations—even having the ability to automate tasks that once required human judgement.” Read our white paper to learn more. Mike Iacobucci, Interactions CEO. .”

Customer Experience 71

Customer Experience Contact Center eBook Interaction 71