InMoment XI

JULY 5, 2022

With this goal in mind, InMoment gathered the three most important steps quick service restaurants can take to achieve better guest experiences in our new eBook, “How Food Services Brands Can Evolve Guest Experience Programs.” You can learn more about customer listening best practices in our eBook here!

Guest Experience 493

Guest Experience Brands eBook Multi-Channel 493

Uniphore

JUNE 7, 2021

Ultimately, with the right agent assist tool and implementation plan, your agents — and therefore, your customers — are set up for a better experience on the calls to come. Take the definitive Agent Assist eBook with you. The post 5 Questions Call Center Leaders Ask About Agent Assist appeared first on Jacada.

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). But getting to this nirvana is no picnic.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

BlueOcean

JUNE 29, 2016

If you’ve landed on our website, chances are you’re somewhere in the buying cycle for contact center services. From customer service support and roadside assistance to tech support and more, we’ve built the expertise you need when you’re considering outsourcing your call center team. A Sample Contact Center RFP Timeline.

Contact Center 120

Contact Center eBook Call Center Strategy 120

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics? Is your call center prepared?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Comm100

JANUARY 11, 2018

KPIs and Analytics drive call centers as much as the people taking the calls. While data may be critical for the call center , we cannot overlook the often-ignored impact of feedback obtained from clients and customers directly. The other way of getting call center feedback is by using hard copy questionnaires.

Call Center 103

Call Center Customer Satisfaction Survey Customer Service Representative 103

Stella Connect

OCTOBER 12, 2021

Having strategies in place to be able to effectively manage and reduce call center call volume and wait times for customers is key to ensuring customer satisfaction (CSAT) and agent retention. . This when contact centers have also reported increases in call volumes, hold times, difficult calls, and escalations. .

Call Center 52

Call Center Self Service Management How To 52

Playvox

MAY 24, 2023

Choosing the right call center workforce management metrics to monitor and manage in your customer support center is essential for the success and longevity of the customer experience. Workforce management solutions like Playvox WFM let you take a much more detailed approach to analyzing a customer support center.

Call Center 52

Call Center Metrics Measurement Contact Center 52

NobelBiz

FEBRUARY 22, 2023

Call Centers must then choose between PBX and cloud telephony implementation. In this article, we discuss the topic of cloud telephony vs. PBX as well as the right telco solution for your call center. What exactly is a call center PBX? This makes it an excellent solution for expanding call center.

Call Center 52

Call Center Contact Center System Communication 52

NobelBiz

SEPTEMBER 15, 2021

The current report begins by clearly stating that the age of brick-and-mortar call centers is finally over. It’s been decades since the idea began being floated in the contact center space. The remote call center was forced to fruition by the COVID-19 Pandemic and maybe we should all be grateful for it.

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

Uniphore

JUNE 16, 2021

51% of executives are considering a remote/hybrid workforce in 2021* 57% Plan to enable a truly digital workforce with end-to-end automation* 57% of call center knowledge base is still accessed manually*. What Your Call Center Agents Rant About on Social Media. Call Center Life: Buried Alive in Knowledge.

Contact Center 204

Contact Center Training Call Center How To 204

Advantage Communications

JUNE 25, 2019

Are you looking to improve your customer service, better your company’s customer experience (CX) and create new revenue opportunities through an outsourced call center? If so, then we are pleased to announce the launch of our brand new ebook - The Definitive Buyers Guide to Outsourcing Your Call Center.

Call Center 58

Call Center eBook Customer Service Brands 58

InMoment XI

AUGUST 22, 2022

Decrease Cost to Serve: Higher-quality experiences mean fewer calls to customer care and a subsequent reduction in call center costs. Check out this free eBook! Increased Profitability: Engage and empower employees to take ownership of profitable CX outcomes. Companies with engaged employees are 21% more profitable.

Employee Experience 260

Employee Experience eBook Employee Engagement Call Center 260

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

NICE inContact

SEPTEMBER 25, 2019

Through our analysis, we discovered that those who have their contact center in the cloud report 18% higher customer satisfaction than businesses that have their call center technology on premises. If your curiosity is piqued, download our complimentary eBook now to learn more about contact center technology in the cloud.

Contact Center 136

Contact Center Call Center Omni-Channel eBook 136

NICE inContact

DECEMBER 27, 2021

To get you started, download "The Ultimate Guide to CX Agents: Hiring, Training, Onboarding, and Measuring Contact Center Agents in a Post-Pandemic Digital World." This eBook is packed with insights from industry experts that will help you optimize your agents' skills.

Training 200

Training Contact Center eBook How To 200

Talkdesk

FEBRUARY 13, 2017

Filling those call center jobs with the right people is extremely important in terms of maintaining a positive work environment and improving relationships with new and existing customers. We set very high standards and are happy to say that our call center team has achieved a 95% CSAT. Problem solvers. Technical ability.

Call Center 40

Call Center eBook Resources Contact Center 40

Stella Connect

JANUARY 19, 2018

Consistently great front-line performance is the goal of every call center training program. In many cases, call center training is delivered with the same frequency across the board, or it’s weighted toward agents who need the most help. This remains a common practice in many call centers today.

Call Center 41

Call Center Training How To Average Handle Time 41

NobelBiz

FEBRUARY 6, 2024

Ebook | Call Labeling and Blocking for Contact Centers Compliance and Regulation The regulations in the SMS world are ever-changing. Brayan Carpio Senior Call Center Manager, Call4You Marketing “The technology aspect of NobelBiz stood out compared to the competition, and also the great team!

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

Stella Connect

JUNE 28, 2018

Just imagine what you could accomplish if call center attrition were a non-issue. If the above scenario reads like pure fantasy, you might think call center attrition is out of your control. The Root Causes of Call Center Attrition. It’s the call center culture (which doesn’t happen by accident).

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

Stella Connect

JUNE 28, 2018

Just imagine what you could accomplish if call center attrition were a non-issue. If the above scenario reads like pure fantasy, you might think call center attrition is out of your control. The Root Causes of Call Center Attrition. It’s the call center culture (which doesn’t happen by accident).

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

Stella Connect

JULY 6, 2017

In fact, the more digital tools customers have at their fingertips, the more important (and valuable) the call center becomes. Customers who can’t resolve an issue through self-service, or prefer a high-touch interaction, expect more from call center agents than ever before. Avoid Being Crushed by Heavy Call Volumes.

Call Center Solutions 40

Call Center Solutions Call Center Self Service Contact Center 40

Comm100

MARCH 8, 2018

Here are a few benefits of coining a name for your call center team, and we’ll walk through some examples too. A creative name like “Call It In” for a call center complaints handling team can portray creativity and reliability. Ideas for Creative Call Center Team Names. Your Team Gets an Identity.

Call Center 30

Call Center Conference Fashion Travel 30

ShepHyken

SEPTEMBER 14, 2020

Call Centers Are Out Experience Centers Are In by NobelBiz. NobelBiz) Our eBook will take an in-depth look at how trending consumer preferences are actively influencing the contact center space. It’s a short ebook on turning the call center into an experience center. Imagine that!

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

Beyond Philosophy

FEBRUARY 15, 2024

Like your employees who pick up on words and phrases intuitively, AI will hear signals in customers’ communications, their comments on social media, the number of times they call the call center, the type of call it is, and other details. Get access to your free ebook here and why not tell a friend?

Connections 88

Connections Loyalty Brands How To 88

Experience Investigators by 360Connext

DECEMBER 17, 2014

Sign up for updates below and you’ll get our free ebook to help you get started!). Receive exclusive content, updates, and our FREE Mission Statement ebook. Call the call center, try to order something online, or just talk to front-line staff. Let’s go! Please enter your email address below.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Talkdesk

JANUARY 6, 2021

Those without solid plans, or those who were stuck with legacy on-premises or first-generation call centers, had a more difficult time. Most healthcare call centers had to scramble to set up a remote or hybrid-remote workforce while still focusing on meeting patients’ needs in a crisis. Transition: How will we change it?

Healthcare 71

Healthcare Consumers Contact Center Hospitality 71

Comm100

JUNE 5, 2018

Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. This uncertainty has generated myths about AI, such as the popular thinking that AI will replace call center agents or equally popular, that AI will solve all CX problems.

Contact Center 121

Contact Center Call Center Self Service Chatbots 121

Playvox

JULY 14, 2023

Here’s the blueprint for achieving greater agent productivity in your call center. Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions.

Contact Center 74

Contact Center Measurement Call Center How To 74

Interactions

MARCH 2, 2023

For example, there is a great deal of conversation over Frontier Airlines’ decision to close its call centers , pushing customers to digital self-service channels. Gen Zers, for example, will abandon a brand at the first instance of poor customer experiences. Download here.

Self Service 62

Self Service Airlines eBook Loyalty 62

BlueOcean

JUNE 13, 2017

Our latest eBook is your guide to everything you need to know about hiring contact center agents. Diversity in The Contact Center. Frontline agents are the backbone of customer service. Here’s what’s inside: • Agent Success Starts with the Hiring Profile. • Why Gamers Make Great Agents. Finding Agents Who Love Your Brand. •

Contact Center 189

Contact Center eBook Loyalty Brands 189

ClientSuccess

AUGUST 3, 2022

Traditionally used more in call centers and on support teams, First Contact Resolution Rate measures the overall percentage of customer questions that are resolved (aka answered or solved) during that initial customer interaction. eBook: Implementing Customer Success. What is a First Contact Resolution Rate?

eBook 79

eBook Metrics Call Center NPS 79

Playvox

MARCH 1, 2022

The best contact center learning management systems enable multimedia eLearning, which means agents can learn skills from: Videos eBooks Webinars Podcasts Slide decks Articles Livestream instructor-led training. ELearning helps organizations overcome many of the barriers of classroom-based call center agent training.

Training 83

Training Contact Center Call Center eBook 83

TechSee

JULY 18, 2019

Bottom line: companies must find ways to improve customer-facing contact center processes in order to provide an effortless customer experience. In a newly published eBook, we take a deep dive into how businesses can provide effortless experience to their customers in order to boost loyalty.

Self Service 207

Self Service Customer Experience How To Contact Center 207

Talkdesk

SEPTEMBER 2, 2020

The call center industry is constantly looking for new ways to improve customer experience (CX). What Is AI and How to Transform the Contact Center in 3 Steps offers a vision for the transition to a new era and explores: What is (real) artificial intelligence? appeared first on Talkdesk.

Contact Center 67

Contact Center eBook Call Center Software 67