COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. As part of the workshop, we had an in-depth discussion about three common emerging outsourcing priorities COPC Inc. The outsourcing contact center market is becoming more competitive.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

NobelBiz

APRIL 3, 2023

Generally speaking, in the contact center space, people tend to look at the one-to-one interaction with an agent as the primary means of obtaining information about products and services. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries. You guessed it; it’s money.

Self Service 52

Self Service Contact Center Omni-Channel Knowledge Base 52

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Multi-Channel Contact Center Software Policies 52

Talkdesk

FEBRUARY 21, 2019

Years in the customer service industry as an agent, director and everything in between showed her how important wellness in contact centers is. Now, in addition to her position at NumberBarn, she hosts wellness workshops, where she tells busy professionals how and why they need to take better care of themselves. practice it.

Contact Center 73

Contact Center Social Media Tips Connections 73

Talkdesk

MAY 20, 2019

Last week, I attended ICMI’s yearly contact center expo in Fort Lauderdale, Florida. And two, because contact centers are at a particularly transformative point in their existence. As a newcomer to the contact center world, I was impressed with the strides the industry has made.

Contact Center 44

Contact Center Conference Culture Airlines 44

NobelBiz

JULY 31, 2023

Call queueing is the heart of modern customer communication, orchestrating a well-organized waiting system that ensures no customer is left unheard. As we delve into the fundamentals, you’ll discover how call queuing empowers businesses to build lasting customer relationships and cultivate a reputation of unparalleled service.

Communication 52

Communication Call Center Wait Times Contact Center Software 52

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Contact centers have not been immune to this phenomenon. Key drivers affecting labor markets.

Contact Center 85

Contact Center Conference Training Call Center 85

CX Accelerator

AUGUST 1, 2018

Un-peeling the layers of psychological and physical health in the contact center is incredibly powerful and can foster growth. Negative interactions with clients or coworkers may trigger an emotional response in an individual from a life experience beyond the call center. Our contact center has loved this!

Contact Center 182

Contact Center Resources Groups Culture 182

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

Myra Golden

JUNE 2, 2016

In this special online workshop Myra reveals the 5 Conversational Aikido principles she has adapted from her 15-year study of the martial art Aikido. Employees will walk away from this workshop with specific Aikido techniques and tactics to create calm, take control of the call, defuse anger and move the call to closure. .”

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

In this special online workshop Myra reveals the 5 Conversational Aikido principles she has adapted from her 15-year study of the martial art Aikido. Employees will walk away from this workshop with specific Aikido techniques and tactics to create calm, take control of the call, defuse anger and move the call to closure.

Contact Center 40

Contact Center Training Customer Service Training How To 40

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

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

CX Accelerator

AUGUST 1, 2018

Un-peeling the layers of psychological and physical health in the contact center is incredibly powerful and can foster growth. Negative interactions with clients or coworkers may trigger an emotional response in an individual from a life experience beyond the call center. Our contact center has loved this!

Contact Center 140

Contact Center Resources Groups Culture 140

Magellan Solutions

SEPTEMBER 6, 2015

The Philippines continues to be the call center capital of the world and is still the choice destination for customer relations management. A call center, for example, can get different partners from different locations as it will allow them to afford seats better.

Call Center 40

Call Center Industry Culture Banking 40

Avaya

DECEMBER 18, 2018

‘Twas the night before Christmas, the contact center was quiet, Not an agent was stirring, not even a pilot. When from the phone lines a call rang out clearly, And Colonel Harry Shoup answered it cheerily. We expect that these numbers will increase this year, and our contact center tech is ready to handle it.

Contact Center 80

Contact Center Travel Government Airlines 80

NobelBiz

JUNE 26, 2023

Managing a call center goes beyond delivering exceptional customer service. It requires a deep understanding of the importance of call center infrastructure to maintain a seamless operation. With that in mind, let’s take a closer look at the challenges of maintaining and upgrading call center infrastructure.

Call Center 52

Call Center Contact Center CRM Social Media 52

Magellan Solutions

JULY 11, 2023

Contact centers can adjust operations to match customer needs and ensure resources are in sync. Regular workshops and training allow the team to improve their customer service abilities. #4) For two decades, we have been a top-tier provider of call center services.

Customer Experience 75

Customer Experience Customer Journeys Net Promoter Score e-support 75

Myra Golden

JANUARY 15, 2019

If only I could facilitate workshops in leggings and ballet flats! I have respected Brad’s work in the contact center industry for years. Our call center set was so cool. Our call center set was so cool. My Producer, Jake, sat in to play a second call center agent.

Call Center 45

Call Center Contact Center Course Training 45

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. Let’s meet the experts!

Call Center 52

Call Center Management Contact Center Gamification 52

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Training Customer Satisfaction 84

COPC

MARCH 24, 2020

Service Journey Thinking and service journey workshops. COPC® Lean Six Sigma for Contact Centers. COPC® Data Analysis for Contact Centers. began by helping call centers improve their performance. Measuring and managing the customer experience. Customer experience surveys design and execution.

Consulting 40

Consulting Training Call Center Travel 40

COPC

APRIL 14, 2016

Founded in 1985, the International Association of Reservation Executives (IARE) welcomes all companies who operate and support contact centers in the travel industry including airlines, cruise, rental car, bus and resorts. and Execs In The Know present the CXMB Workshop. and Execs In The Know present the CXMB Workshop.

Customer Journeys 40

Customer Journeys Contact Center Conference Call Center 40

Heart of the Customer

DECEMBER 4, 2014

” ———— These are all actual quotes from employees we’ve worked with while leading customer experience workshops. The CEB reports that 58% of callers to your contact center started out on your website. —————- Call center managers have seen it before.

Training 89

Training Customer Journeys Culture Contact Center 89

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Training Technology Gamification 117

NobelBiz

JANUARY 3, 2024

Outbound call centers are evolving rapidly, driven by technological advancements and changing market dynamics. In 2024, several key trends are set to redefine the landscape of these centers. Advanced AI Integration: Beyond Customer Service Artificial Intelligence (AI) is no longer a novelty in call centers.

Call Center 105

Call Center Trends Contact Center Contact Center Software 105

Magellan Solutions

JUNE 19, 2017

CeBIT featured conferences, exhibitions, forums, and workshops that attracted more than 15,000 technology professionals from the Government, enterprise, SMEs, and start-ups, the event organizers stated. Contact us today. and Startrek. Want to know more about how outsourcing can work for your business?

Telecommunications 78

Telecommunications Conference Call Center Government 78

GetFeedback

JULY 19, 2019

Use real quotes, call center recordings, and other powerful emotional data to share what’s really going on with your customers. Operational data like First Call Resolution (FCR) in your contact centers and customer churn and retention rates help you understand the big picture results in your VoC strategy.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

NobelBiz

SEPTEMBER 5, 2023

Telemarketing and call center operations form the backbone of many businesses, enabling them to connect directly with their audience. Within this framework, the twin metrics of connection rate and contact rate play pivotal roles. It’s a pivotal metric that profoundly influences a call center’s performance.

Contact Center 59

Contact Center Connections Call Center Telecommunications 59

NobelBiz

OCTOBER 24, 2023

SMS text messaging In-person (for retail contact centers) Of course, the easy way of deploying, managing and tracking all these channels is to opt for a cloud contact center platform such as NobelBiz OMNI+ that allows full omnichannel operability.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

Myra Golden

AUGUST 4, 2016

In this special online workshop Myra reveals the 5 Conversational Aikido principles she has adapted from her 15-year study of the martial art Aikido. Employees will walk away from this workshop with specific Aikido techniques and tactics to create calm, take control of the call, defuse anger and move the call to closure.

Training 58

Training Insurance Contact Center How To 58

COPC

FEBRUARY 22, 2019

Artificial intelligence (AI) in the contact center space, the gig economy, frictionless channel management, digital transformation and industry disruption were also widely discussed. Shop Talks often have a workshop feel with lots of audience participation and discussion. Cultural alignment is a point COPC Inc.

Hospitality 40

Hospitality Culture Hotels Contact Center 40

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Strategy 90

Strategy Contact Center Multi-Channel Social Media 90

Verint

APRIL 23, 2018

Pre-conference workshops , user groups, and a broad range of informative breakout sessions offer many opportunities to learn how to leverage Verint solutions more effectively to meet real-world business challenges. There’s still time to register! Discounts for groups and repeat attendees are available.

Engagement 31

Engagement Conference Contact Center Hotels 31

Myra Golden

AUGUST 4, 2016

In this special online workshop Myra reveals the 5 Conversational Aikido principles she has adapted from her 15-year study of the martial art Aikido. Employees will walk away from this workshop with specific Aikido techniques and tactics to create calm, take control of the call, defuse anger and move the call to closure.

Training 40

Training Insurance Contact Center How To 40

Avaya

AUGUST 2, 2017

English explained how enterprises can bridge a digital gap by engaging in a Discovery Workshop. As an undisputed leader of enterprise communications, Avaya helps countless organizations enhance their operational strategies and customer relationships through this innovative, one-day workshop.

Roadmap 63

Roadmap eBook Exercises Strategy 63

CCO Council

NOVEMBER 4, 2019

The company set out to decrease customer effort in interactions by driving one million customer hours out of their contact center. Similarly, another company was experiencing huge spikes in call center volume. The overall hotspot goal was to decrease the spikes and overall call center traffic by 10%.

Effort Score 40

Effort Score ROI Call Center Analysis 40